The questions North Kensington homeowners ask us most often, grouped by topic. If yours isn't here, just call us on 020 8050 4690 — we'd rather you ask than wonder.
About The Service
What exactly is "non-invasive" leak detection?
Non-invasive means we locate the leak before any access is needed — using thermal imaging, tracer gas, acoustic listening, endoscopic cameras and moisture meters. Where we do need to make an opening to access the leak, it's a small, targeted hole the size of a coin or a single floorboard — not a whole room torn apart.
What kinds of leak can you find?
Hidden pressurised leaks on central heating, hot and cold mains, water supply pipework, underfloor heating, and incoming mains. We handle internal and external leaks, leaks under solid floors, leaks inside walls and ceiling cavities, and leaks on buried mains in gardens or driveways. The only thing we don't do is roof leaks (different trade) or surface water ingress.
Will you actually fix the leak, or just find it?
Both, where the repair is accessible and we can complete it the same day. About 7 in 10 leaks we find are first-fix-repaired on the spot — included in the £495 survey fee. Larger repairs (lifting screed, replacing a buried mains, rebuilding a manifold) are quoted separately and booked in for a return visit.
Are you Gas Safe registered?
Our work focuses on detecting and repairing leaks on water pipework — central heating water, hot/cold supplies, and mains. We don't carry out gas work. Where a leak detection job touches gas-fired appliances (a boiler, for example), any gas-side intervention is handled by a Gas Safe engineer we work with, or referred to your own.
Pricing And Payment
What's the actual cost?
£495 + VAT for a complete leak detection survey including thermal imaging, tracer gas, acoustic, pressure testing, first-fix repair where possible, and a written trace and access report. There are no hidden extras — anything outside that scope is quoted in writing before any work starts.
Will my insurance cover it?
Almost certainly yes, if you have UK buildings insurance. Nearly every policy includes a "trace and access" clause with its own claim limit (typically £5,000–£10,000), specifically designed to cover the cost of locating a leak. The survey fee is what that clause reimburses. Most of our customers pay £0 out of pocket once the claim has gone through.
How do I get my insurer to pay it back?
Submit the trace and access report we send you, alongside a copy of our invoice, to your buildings insurer or claims handler. The report is formatted with everything they ask for — photos, thermal images, location, cause, recommended repair. We're happy to liaise with the insurer directly if you'd prefer.
How do I pay you?
Card on the day (Visa, Mastercard, Amex) or bank transfer within 7 days of the invoice. Some insurers will also pay us directly where the claim is pre-approved — we can set that up if your policy allows. VAT is shown separately on every invoice.
What if I want a larger repair afterwards?
Once we've located the leak, we'll quote any larger repair separately in writing before any work starts. You're under no obligation to use us — you can take our report to any plumber or builder. About 80% of our customers prefer us to do the repair too, but it's entirely your call.
Insurance And Claims
Will my insurer accept your report?
In our experience, over 95% of trace and access reports we issue are accepted by UK insurers on first submission. The format meets the requirements of the major insurers, includes photo evidence and thermal images, and uses the language the claim systems expect. We can't guarantee any individual decision — that's down to your insurer — but the report won't be the reason a claim fails.
Do I need to tell my insurer before I call you?
It's usually a good idea to notify your insurer that you've spotted damage and intend to investigate — most policies require this within a reasonable time of discovery. But you don't need approval to book a trace and access survey: it's specifically what the policy clause exists to fund. Call us, then call them.
What if my insurer wants to send their own contractor?
That's entirely your right and many policies allow it. But you also have the right to choose your own trace and access provider in most policies — and if your insurer's panel firm is delayed or unavailable, you can usually appoint us instead. If you'd like us to call your insurer to clarify, just say.
Process And Timing
How fast can you come out?
If you call before noon, we'll usually be with you the same afternoon. Booked before 4pm, next morning at the latest. 7 days a week. Out-of-hours and emergency callouts are available 24/7 by phone — premium agreed before we attend.
How long does the visit take?
90 minutes to 3 hours, depending on complexity. The pressure test takes 15–30 minutes; detection itself typically 45–90 minutes; first-fix repair (where applicable) usually 30–60 minutes; report writing and customer walkthrough another 15–30 minutes.
When do I get the written report?
Within 24 hours of the survey ending, by email. The PDF is formatted to forward straight to your insurer — no editing needed.
What if I need to cancel or reschedule?
Free if you give us more than 24 hours' notice. A 50% callout fee applies if you cancel within 24 hours; full callout fee for no-show or refused access on the day. See clause 9 of our terms and conditions.
Equipment And Methods
Why use multiple detection methods on one job?
No single method is best for every leak type. Thermal imaging is unbeatable on heated pipework but useless on plastic mains at the same temperature as the surroundings. Tracer gas is brilliant for pinpointing pinholes but can't tell you which floor the leak is on. Acoustic works through concrete but not on low-pressure systems. We bring everything to every job so we use whichever combination is right for what we find.
Is tracer gas safe?
Yes. We use a mix of 5% hydrogen in 95% nitrogen — non-flammable, non-toxic, and lighter than air, so it disperses quickly. It's the same mix used by water utilities to find leaks on public mains. Safe around children, pets, and electronics.
Will thermal imaging work in summer?
Yes, but we may need to introduce a controlled temperature difference to get a clear reading. Most heated systems (central heating, hot water) give thermal contrast year-round; for cold supplies we run hot water through them briefly to create a thermal signal. We adjust the technique to the season.
Guarantees
What does "no-find, no-fee" actually mean?
If we attend to investigate a leak that genuinely exists in the pipework and we fail to locate it, the survey fee is waived. You walk away owing us nothing. The full conditions are in clause 6 of our terms and conditions — the main exclusions are situations where the symptom isn't actually a leak (condensation, sealant failure) or where access is refused.
What does the 12-month guarantee cover?
Any repair we carry out is guaranteed against recurrence for 12 months from completion. If the same leak comes back, we return and re-fix it at no charge. It doesn't cover new leaks elsewhere in the system, third-party damage, or wear and tear. Full details in clause 7 of our terms and conditions.
What if a different leak shows up later?
Call us. A new leak on a different part of the system isn't covered under the guarantee on the original repair, but as a returning customer you'd get priority booking and we'd quote you fairly. Many issues are connected — a single underlying cause manifesting in different places — so we'll always look at the bigger picture.
Areas And Access
Do you cover my postcode?
We cover North Kensington and the surrounding postcodes — Ladbroke Grove (Ladbroke Grove, W10), Kensal Town (Kensal Town, W10), Kensal Green (Kensal Green, NW10), Notting Hill (Notting Hill, W11) and Westbourne Park (Westbourne Park, W11) — plus a wider radius for emergency callouts. If you're just outside the area, call anyway and we'll let you know.
Do you work on flats and apartments?
Yes, very often. Many of our jobs are in mansion blocks, ex-local-authority flats and new-build developments across North Kensington. We're used to working with managing agents and dealing with shared services and party walls.
Do you work for landlords and letting agents?
Yes. We can set up a trade account with consolidated invoicing, direct booking access for your property managers, and same-day reporting back to you. Call us on 020 8050 4690 and ask for the trade desk.
What if the property is empty?
No problem — common with rental voids and probate properties. You'll need to arrange access via a key in a secure location, neighbour, agent or porter. We'll text you photos of the survey afterwards so you know exactly what was done.
Still Got A Question?
Call us on 020 8050 4690. A real person will answer, and there's no obligation — we'd rather give you a five-minute steer over the phone than have you book a survey you didn't need.