🔧 General Questions
-
You'll be visited by one of our small, handpicked team. No strangers, no subcontractors. Everyone is qualified, DBS-checked, and chosen not just for their skills, but for how they treat people.
Around midday the day before your appointment, we'll send you a confirmation email with your engineer's photo and name, so you know exactly who to expect at your door. No surprises, no wondering if it's the right person - just the peace of mind that comes with knowing who's coming to help.
-
Yes. Every member of the True Care team has an enhanced DBS certificate.
-
No. We never outsource jobs to unknown contractors. You’ll know exactly who’s turning up - and when.
-
It means we respect boundaries, explain things clearly, and know that trades work can be stressful. We’ve trained to be mindful and calm in people’s homes - especially for anyone feeling vulnerable or anxious.
-
Usually yes, at least to get things started - but we'll always work around what suits you.
When booking, you can choose from flexible time windows: morning, afternoon, around lunchtime, or after work. We stick to your chosen window - no "we'll be there sometime between 8am and 6pm" nonsense.
Right after booking, our system sends you an estimated arrival time. Then the day before your appointment, we'll email you a more precise time slot within your chosen window. We take these commitments seriously and plan our day around them.
Can't be there yourself? No problem. If you have a trusted neighbor, managing agent, or friend who can let us in and lock up afterward, we're happy to work with that arrangement. Just let us know the details when booking, and we'll coordinate directly with them.
-
Service Areas: Kingston, Southwest London, Twickenham & Richmond
(You can self-book online for these postcodes: KT1-KT13, KT22, SW13-SW15, SW19-SW20, TW1-TW2, TW7-TW12)
Gas & Heating Services - Extended Coverage Area
BR Postcodes: BR1 (Bromley), BR2 (Hayes/Keston), BR3 (Beckenham), BR4 (West Wickham), BR5 (Orpington/St Mary Cray), BR6 (Orpington), BR7 (Chislehurst)
SE Postcodes: SE6 (Catford), SE9 (Eltham), SE12 (Lee/Grove Park), SE13 (Lewisham), SE23 (Forest Hill), SE26 (Sydenham)
CR Postcodes: CR0 (Croydon), CR2 (South Croydon), CR3 (Caterham)
DA Postcodes: DA14 (Sidcup), DA15 (Sidcup), DA16 (Welling)
Please note: For gas and heating services in BR, SE, CR, and DA postcodes, online self-booking isn't available yet. Please call 0203-051-0470 or email info@truecaretrades.co.uk to arrange your appointment.
-
We give you a short arrival window and a heads-up the day before - no waiting around all day.
-
No problem. Just let us know as soon as you can and we’ll move things around.
-
Most quotes are free. If there’s any cost involved, we’ll let you know in advance.
-
We don't charge call-out fees either. When you book us, you're booking us for the job. If we can't fix the problem, you don't pay anything - it's that simple.
Leak detection and fault finding services: If you specifically book us for leak detection or boiler fault finding, that job is complete once we've identified the problem and stopped any immediate issues (like shutting off water supply). Getting it actually fixed is a separate task that our engineers can absolutely handle with our usual competitive pricing - we'll just provide you with a clear quote for the repair work.
Everything follows our "no fix, no fee" policy - we just want to be clear about what each job includes.
-
Absolutely. You can call us on 0203-051-0470 or you can book a callback online and we’ll ring you at a time that works for you.
-
Just get in touch - we’re easy to reach and always happy to follow up.
-
Tell us right away. We’ll come back and sort it.
-
Yes. All of our workmanship is backed by an 18-month guarantee.
Important exception: We don't offer any guarantees when our engineer has indicated that your appliance is at end of life and we recommend upgrading. A good example would be around 20 year old gas boiler.
When equipment reaches this stage, other components often start wearing out too. While the repair we've just completed will be done properly, you might still experience similar symptoms (like "no hot water" or "heating not working") because different parts of the system are beginning to fail. This can be frustrating as the problems might look the same to you, even though they're completely unrelated to our work.
Our engineers will always be upfront about your appliance's condition and help you decide whether a repair or replacement makes more financial sense.
For everything else, you're fully covered by our 18-month workmanship guarantee.
-
Call, email, or book a follow-up online. We’re here and happy to help.
-
Not yet - but if you’d like that, let us know. We’re building out more options soon.
💰 Pricing & Payment
-
You’ll find most prices on our website. If you need something more bespoke, book a call and we’ll talk it through.
-
Yes - where possible. If anything unexpected comes up, we’ll always talk to you before adjusting the quote.
-
Yes, all prices on the site include VAT.
We're currently VAT exempt but don't expect to remain exempt for much longer, so our pricing already accounts for this to avoid any surprises when we do need to register. What you see is what you pay - no VAT will be added at checkout or on your invoice.
-
Yes, we do offer multi-job and returning client discounts.
Specifically for regular testing jobs like EICR or Gas Boiler Service or Gas Safety Certificates (domestic or commercial) its 15% off if 2 neighbours book, and 25% off if 3 neighbours book. -
No. If your job takes longer than we estimated, that's on us - no extra charges.
The only time we'd discuss additional costs is if we discover something completely separate that needs doing. For example, if we're there to unblock your sink and notice your tap is leaking, we'll point it out and give you a price to fix that too. But we'll never add anything to your bill without talking to you first.
The job you booked is the job you pay for, regardless of how long it takes us to get it right.
-
Card, bank transfer or our secure online payment system - whatever’s easiest for you.
We prefer customers pay online via our 3rd party major payment provider (Stripe) using their credit or debit card.
From customer in May 2025: “I love that payment system, it was as fast as Amazon if you user Google pay. Really quick, smooth and simple.“ -
Yes. You only pay after the job is done to your complete satisfaction.
Our engineer won't be taking payment there and then - we're not keeping you hostage by demanding payment before you get your EICR, boiler service record, or gas safety certificate. We provide those documents first because we serve our clients well and trust them.
Once you're happy with everything, we'll send you a secure payment link. Simple as that.
-
Not yet, but we're looking into it. Let us know if that's something you'd be interested in.
When we do offer finance options, we'll be completely transparent about costs. "0% finance" isn't actually free - finance companies typically would charge us around 10% for 1-year terms and 20% for 3-year terms, which we'd need to add to your bill to cover these costs.
For example: A £3,000 boiler replacement would cost around £3,335 with 1-year "free" finance, or £3,750 with 3-year "free" finance.
Cheaper alternatives to consider:
Personal loan from your high street bank (often much better rates)
Credit card payment followed by a balance transfer to a 0% card (usually around 4% transfer fee - still cheaper than finance company charges)
We'd rather be upfront about these costs so you can make the best financial decision for your situation. Sometimes the finance company route works best, but often a quick call to your bank saves you hundreds of pounds.
-
They do - they just hide it from you.
Most companies build finance costs into their base prices for everyone. So whether you pay cash, card, or use their "free" finance, you're paying the same inflated price that already accounts for finance company fees. If you pay upfront, they just pocket the extra profit.
We believe in transparent pricing. Our base prices reflect the true cost of materials and labour. If you choose finance, we add the actual finance company fee. If you pay cash or card, you pay our genuine price with no hidden finance costs baked in.
The bottom line: You're paying for finance either way with other companies - you just can't see it. With us, you only pay for what you actually use, and you know exactly why you're paying it.
It's the difference between honest, transparent, fair pricing and pricing games. We prefer honest.
🔌 Electrical FAQs
-
Yes. We handle EICRs and other compliance work for landlords and homeowners.
-
Yes. We install EV chargers, smart thermostats, lighting and more.
-
Definitely. We diagnose faults, upgrade fuse boards, and make sure your electrics are safe.
-
Yes, we do full rewires and smaller upgrades - all to current safety standards.
-
Yes, we do! We install fire alarm systems for shops, restaurants, office buildings, and residential buildings - especially useful when running loads of visible wires wouldn't look great or be practical.
We understand that commercial spaces need fire safety systems that work brilliantly but don't ruin the look of your carefully designed interior. Whether you're running a restaurant where aesthetics matter, an office where cables would be a trip hazard, or a residential building where residents don't want wires everywhere, we'll design a system that keeps you compliant and keeps your space looking good.
From initial design through to installation and ongoing maintenance, we handle the whole process and make sure you meet all the necessary fire safety regulations.
🚿 Plumbing FAQs
-
Yes. These are everyday jobs for us - quick, tidy, and sorted properly.
-
We do both. From swapping out a sink to full installations, we’ve got you covered.
-
Yes — and we’ll give you clear quotes that cover both standard and premium options, including super premium Grohe / Axor showers custom ordered from Germany
-
Yes. We offer diagnostics and solutions to boost your water flow.
🔐 Locksmith FAQs
-
Yes. We offer fast, non-destructive entry and can change your locks if needed.
Self-booking system sadly doesn’t yet support bookings for jobs to be done same day. Please call 02030510470 and choose option 1 to be connected directly to on call locksmith 24/7 -
Usually within 60 minutes for emergencies - and often faster in SW postcodes.
-
Yes. We fit everything from British Standard locks to smart keyless entry.
-
Yes. We offer keyed-alike and master key systems.
-
No. We use non-destructive methods whenever possible and always explain what we’re doing.
Contact Us
Want to collaborate? Just share a few details, and we'll be in touch soon. We're excited to connect with you!
