A dripping tap in Fenham is a nuisance. A burst pipe behind the kitchen units of a Jesmond terrace at eleven o'clock on a Sunday night is a different kind of problem, and it is the moment most people ring the first number they can find. That is understandable. It is also how a small repair becomes an expensive one. The good news is that finding a plumber you can trust takes roughly ten minutes of asking the right questions, and none of them are awkward once you know what you are listening for.

Here are the seven that matter most, and what a good answer sounds like.

1. Are you insured, and can you send me the certificate?

Anyone working in your home should hold public liability insurance, which covers damage to your property if something goes wrong. If they employ people, even part-time, they also need employers' liability cover. Ask for the certificate and read the dates on it.

A reliable tradesperson will send it without fuss, usually the same day. Vague reassurance is the thing to listen for. There is no polite way to check this after the fact, which is exactly why you check it before.

2. Who will actually turn up at my door?

Small firms often send a different engineer from the one who quoted. That is not automatically a problem, but you should know in advance. Ask whether the person who quotes the job is the person who does it, whether the same engineer stays on it from start to finish, and whether any part of the work is subcontracted.

Some jobs span two trades — a bathroom refit might need an electrician for the shower circuit. Fine, as long as one person is clearly responsible for the whole thing and you know who that is.

3. Is that a quote or an estimate?

These are not the same word, and the gap between them can run into hundreds of pounds. An estimate is a rough guess and the final bill can move. A quote is a fixed price for a defined scope of work.

Ask for it in writing, and make sure it covers:

  • The call-out or diagnostic fee, and whether it comes off the repair cost
  • Parts, itemised or bundled into the labour price
  • VAT, if the plumber is registered for it
  • Removal of old parts and any waste
  • Making good afterwards — sealing, boxing in, touching up
  • What happens if they open up a wall and find something worse

That last point matters in older Newcastle housing stock, where pipework in long terraces can be well past its best.

4. Are you registered for the work you're being asked to do?

Gas is the big one. Anyone working on a gas boiler, hob or fire must be on the Gas Safe Register — it is a legal requirement, not a nice extra. Ask to see the engineer's ID card and check the number yourself on the register, rather than treating a logo on a van as proof. The card also lists what that individual is qualified to work on.

Other jobs need specific qualifications too — unvented hot water cylinders, for example. If you are unsure whether your job falls into that category, just ask what the requirement is and who holds it.

5. How do you handle emergency call-outs?

Most people meet their plumber in a crisis, so ask the emergency questions before you need them. What is the out-of-hours rate, and is there a minimum charge? Is there a fixed call-out fee, and does it come off the repair? How quickly do they normally reach your postcode at night?

One more worth asking: if a part has to be ordered, will they isolate the supply and make the situation safe before they leave? A clear answer here tells you more about a plumber than anything else on this list.

6. What do the reviews actually say?

Star ratings are a blunt instrument. Read the reviews in the middle — the three and four star ones — because they tend to be the most specific. Look for the same point appearing more than once: punctuality, tidiness, explaining the work, clearing up afterwards.

Then look at how the business replies to a bad review. A calm, factual response is a good sign. A defensive rant is not. Community Facebook groups for your part of Newcastle often carry more honest detail than the big directories, and a plumber recommended by two neighbours on the same street is worth a closer look.

7. What happens if something goes wrong later?

Ask how long the work is guaranteed and what the guarantee covers — labour, parts, or both. Parts usually carry a manufacturer's warranty, and you should get the paperwork for those. Have the guarantee written on the quote or the invoice rather than agreed over the phone.

On payment: be wary of anyone asking for a large cash deposit before starting. For bigger jobs, staged payments linked to progress are normal. Paying by card gives you more comeback than cash if the business disappears. And for anything beyond a routine repair, get a second quote — you are allowed to say no.

A five-minute check before you book

  1. Confirm the trading name and a business address, not just a mobile number
  2. Ask for the insurance certificate, and the Gas Safe number where gas is involved
  3. Get a written quote that says what is and is not included
  4. Check the emergency terms: rates, response time, what counts as out of hours
  5. Read a handful of recent reviews, including the critical ones
  6. Ask about guarantees and how and when you pay

None of this takes long, and nobody worth hiring will mind. If a plumber is evasive about insurance, refuses to put a price in writing, or pushes you to book on the spot, that is your answer — move to the next name on the list. If a dispute does arise, Citizens Advice can point you to the right route, and for anything involving significant money or property damage it is worth taking proper advice rather than muddling through alone.

Photo: AR Abnoy / Pexels