I endeavour to be a great landlady so when my tenants called out an emergency plumber when their shower wouldn't switch off I was cool with it. However, when the promise was that the plumber would visit first thing and def before noon and then turns up at very end of day and only stays 5 mins to say he'll have to come back 2 days later i do not think it is reasonable to still charge an extortionate call out fee. I tried to reason with customer services but they referred me to their T&Cs that conveniently say they cannot commit to times. I understand T&C's but when a commitment is given over the phone and someone stays in as a result to get the plumbing emergency dealt with then I expect that to be the new agreement. A 5pm appointment does not warrant an emergency rate. Customer service was rude and not willing to discuss at all. When i suggested that I will write a review telling others what transpired the lady actually said that she wouldnt get a plumber to visit to install the new shower. Im not surprised that they take pre payment for everything - looking at the horrendous reviews and reviews pending, it is very clear they routinely rip people off. I think my tenants learnt a valuable lesson to read reviews too now. I can honestly say I will never touch this company again. I can also see extra charges now on my credit card statement - i can feel a battle coming on judging by my previous experience. The plumbing work itself was actually fine by the way - not issues with that but it was massively let down my the cost and customer service.