Free estimates, no callout charge

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1 24/7 FREEPHONE Free estimates, no callout charge About Defluo We are one of the largest privately owned plumbing and drainage businesses in London and the South East which provides a full range of services to commercial and domestic customers including building and electrical services. With a first time fix record approaching 98% we can justifiably back up our claim of solving our customers plumbing and drainage problems, no matter how big or small with minimum disruption. We put customer service at the centre of all we do and have invested in the latest technology to ensure our call out response is amongst the best in the business. Our experienced engineers who are all directly employed, CRB checked and UK qualified, are trained to think on our feet to resolve the most challenging problems covering plumbing, drainage and gas engineering. We also employ builders, plasterers and carpenters. Whether you have blocked drains, require general plumbing services, heating services or have a need for an emergency plumber, we provide our customers peace of mind, 24/7. Our Price Promise We price all our jobs competitively and are one of just a few in the industry who guarantee not to charge more for weekend, bank holiday or out of hours call out. All estimates are provided free of charge and our service promise means that you will receive a quote within two working days. Drainage Plumbing & Heating Building Electrical For further information about our services or to find out how we can help you contact us: enquiries@defluo.co.uk Esparto Way, South Darenth, Dartford, Kent, DA4 9FF

2 When you need a south east or London plumber you need look no further than Defluo! Response Time All our engineers have tracking devices fitted to their vans which means that we are able to deliver a rapid response time to just about any emergency call out. We will find an engineer who is closest to you to ensure we beat our target of a 2 hour response time from logging an emergency call to getting out to you. Geographical Reach Our engineers cover all the London postcodes and routine call outs across the entire south east of England. Although Defluo is predominantly based in the south east and London, on occasions our larger commercial customers ask us to attend emergency call outs in other parts of the UK when they require our expertise to help solve a business critical plumbing or drainage issue. Our Service Promise We are committed to delivering the highest standards of customer service and have set these standards down into what we call the Defluo Customer Service Promise. The Defluo Customer Service Promise We will charge just one rate, no matter when you call us out Our first time fix target will be at least 95% All our work will come with a 12 month guarantee Our estimates will be given free of charge We will return a quote within 2 working days We will follow up all jobs either by phone, or post Looking after you... We are proud of the high standards of service we achieve which are regularly independently assessed and found to be amongst the highest in the industry. However, we recognise that to continually achieve high standards we need to keep listening to our customers. We take customer complaints very seriously and investigate any we receive to understand the nature of the problem and agree a solution with our customers. Should at any time you want to talk to us about any aspect of the service you have received from Defluo please contact or our customer service team on Peace of Mind We pride ourselves on our expertise and the quality of our work and testimonials from many satisfied customers is our independent proof. All our work is covered by a 12 month guarantee, providing you peace of mind. 95% of emergency call outs will be attended within 2 hrs of the job being logged All our engineers will be CRB checked All our service engineers will be employed by the company We aim to answer all on-line enquiries received during office hours within 30 minutes None of our engineers will be commission incentivised

3 Key Contact Lee Palmer, Senior Contracts Manager contact on freephone Drainage Services Our wide experience in solving drainage problems means that we are unlikely to find a problem we have not seen before. Indeed when our commercial customers have a complex drainage problem, they call us because they know we will have the solution and the ability to offer a quick service 24/7. Our customers include some of the county s leading retailers, hotels and restaurant chains in London and the south east. With a first time fix record approaching 98% we can justifiably back up our claim of being able to solve our customers drainage problems with minimum disruption. Our vans are well stocked and carry a wide selection of equipment to ensure we can quickly get our customers facilities back into operation. We have worked with Defluo for many years and they consistently provide a top rate service. If we have a problem or emergency I can always rely on Defluo to attend at any time of day with a minimum amount of disruption and would have no hesitation in recommending their plumbing, drainage and building services. Henry Davies Property Partners

4 Some of our typical services include CCTV camera inspections Blocked drains Manhole inspection Sink unblocking Root removal Emergency drain clearing With a first time fix record approaching 98% and the ability to offer a 24/7 service, we are confident we can solve even your most complex commercial drainage problems. Gutters and downpipes Main drains Sewage problems Flooding and pumping High pressure water jetting Toilet unblocking Lining and excavation Drainage installation Drainage channels Underground drainage Garden drainage Drainage systems Please call us on freephone to discuss your requirements or find out how we can help you. As with all our work, estimates are quoted free of charge.

5 Key Contact Lee Palmer, Senior Contracts Manager contact on freephone Defluo Plumbing and Heating We put customer service at the centre of all we do and have invested in the latest technology to ensure our call out response is amongst the best in London and the South East. Our experienced engineers are all directly employed and UK qualified and are trained to think on their feet to resolve the most challenging problems. We provide our services either directly through service contracts and planned maintenance agreements with customers or by working as preferred suppliers to well known facilities management companies. Our service performance is benchmarked as being amongst the best in London and the South East. Plumbing Defluo engineers are City & Guilds and NVQ qualified to carry out a range of services including the repair, installation or maintenance of new water mains, replacement ball valves and siphons, and the installation of water tanks, toilets and hand basins. Heating Our commercially trained gas engineers fault-find, repair and maintain a wide selection of boilers and central heating systems. And because we are not affiliated to any manufacturer, you can rest assured that our advice is always impartial. Monsoon is committed to working with external contractors who provide the highest standards of service on our portfolio and over the past few years the team at Defluo have done so. Derek Dennis Regional Surveyor Monsoon Planned Maintenance packages are available on request for your Plumbing and Heating needs.

6 Some of our typical services include Emergency plumbing Commercial gas Bathroom plumbing Oil-fired plumbing Kitchen plumbing Boiler installation Toilet plumbing Heating system installation Sink plumbing Radiator installation Planned Maintenance packages are available on request covering both our Plumbing and Heating services. Please call us on freephone to discuss your requirements or find out how we can help you. Bathroom installations Shower installations Leakage - bathroom Leakage - kitchen Leakage - shower room Plumbing surveys Gas plumbing Gas emergency call out Tap installation Overflow repairs Burst pipes Waste disposal units Immersion heaters Water cylinders Thermostat installations Pumps As with all our work, estimates are quoted free of charge.

7 Key Contact Lee Palmer, Senior Contracts Manager contact on freephone Planned Maintenance Planned maintenance can be a lower cost solution for customers who seek peace of mind in knowing that their facilities are being regularly assessed and maintained by experienced drainage engineers. At Defluo we offer a range of planned maintenance packages. Amongst the most popular are the Defluo s Premium Service and Standard Service Packages. We can also provide bespoke service packages which we design with you to suit your particular needs. We will always visit your site and carry out a site audit before we finalise arrangements for your planned maintenance works. Looking after you We are proud of the high standards of service we achieve which are regularly independently assessed and found to be amongst the highest in the industry. However, we recognise that to continually achieve high standards we need to keep listening to our customers. We take customer complaints very seriously and investigate any we receive to understand the nature of the problem and agree a solution with our customers. At BhS we require contractors in whom we can rely upon, contractors who genuinely are 24/7. Defluo not only fit this bracket but they have the correct equipment and materials to ensure the majority of problems are fixed on the first visit. The vans and uniform portray a good image and the staff are polite and professional. Larry Hiller Head of Property Services BhS

8 Premium Service Package Our premium service covers the following areas of maintenance: Every 3 Months Remove traps from every sink and urinal, remove debris and conduct a thorough clean. Re-washer and refit all traps. Rotary machine all primary waste pipe work (using a hand gun) and rotary back to the float line. Flush through and sanitise. Check the urinals are flushing at regular intervals. Guarantees Our premium package covers blockages caused by scale or similar matter and we will attend and rectify such problems free of charge. Our service guarantee does not include problems caused by operator or customer misuse. (For further information please contact us). Carry out visual checks on flush handles, toilet seats, ball valves and siphons. Produce a report and recommendations on completion. Every 6 months In addition to carrying out the above, on a 6-monthly basis we revisit to: Clean all float lines running to the stack pipe, rotary machine the stack pipes and carry out a CCTV survey before and after to show the works that have taken place. Standard Service Package Our standard service covers the following areas of maintenance: Every 6 months Remove traps from every sink and urinal, remove debris and conduct a thorough clean. Re-washer and refit all traps. Rotary machine all primary waste pipe work (using a hand gun) and rotary back to the float line. Flush through and sanitise. Check the urinals are flushing at regular intervals. Carry out visual checks on flush handles, toilet seats, ball valves and siphons. Clean all float lines running to the stack pipe, rotary machine the stack pipes and carry out a CCTV survey before and after to show the works that have taken place. Produce a report and recommendations on completion. Guarantees Our standard package covers you for any blockages caused by scale or similar matter for 3 months and we will attend and rectify such problems free of charge. Our service guarantee does not include problems caused by operator or customer misuse. (For more information please contact us). NOTE: An additional benefit of both Premium and Standard Service Packages is the inclusion of an onsite survey and staff training in basic housekeeping.

9 Key Contact Lee Palmer, Senior Contracts Manager contact on freephone Defluo Building Our building services division provides customers with a one-stop-shop service for all their building needs no matter how large or small the job. We offer the full range of building services including carpentry, brickwork, roofing and plastering and deliver these services to a variety of companies including major retail chains. We carry out a wide range of services for commercial customers from hanging or repairing doors to the total refurbishment of bars. We are an approved installer of fire doors and electrical smoke alarms and our engineers are qualified to carry out fire risk assessments. All our work complies with current regulations. We have significant experience in maintaining commercial properties across a variety of sectors including retail, food & beverage, hotel and leisure businesses and fully understand the issues and needs of these sectors. Defluo carries out all of our repairs in the twenty bars and restaurants that we run. I have been particularly impressed with their responsive out-of-hours service and can whole heartedly recommend their services. David Yates Balls Brothers

10 As a natural progression and at our clients request, we introduced a Building Services division under the Defluo umbrella, enhancing our reputation to deliver quality electrical, air-conditioning, fire testing and general building works. This includes expertise in the following: At Defluo, we offer a whole host of building services from repairs and upgrades through to total refurbishment. General Building Brickwork Groundwork Carpentry e.g. Fire upgrade for doors and fitting of electrical smoke alarms. Wall Finishes Plastering Rendering e.g. Re-plastering or installing fireboard to make rooms fire-safe. Electrical Electrical 5 year tests and fixed wire tests Electrical installation Internal Finishes: Decorating (kitchens & bathrooms) e.g. Re-tiling commercial floors, laying alto flooring FRA (Fire Risk Assessment) Roofing Specialists Asphalt Flat Roofs Tiling e.g. Repair of roofing soffits & fascias, downpipes and all other drainage products Please call us on freephone to discuss your requirements or find out how we can help you.

11 Key Contact Lee Palmer, Senior Contracts Manager contact on freephone Defluo Bathroom Design and Fitting We have brought together our expertise from across our business to provide a specialist bathroom and wet room design & installation service for customers who are looking to transform one of the most important rooms in their homes. We often find that our customers have a good idea of the transformation they are hoping to achieve and the budget they want to spend. We help them to turn their dreams into reality, making suggestions that turn good ideas into something that is really special. We provide a complete service covering all building alterations, fittings and finishes (including tiling). Delighted with the job Defluo did. The work was fantastic. They designed the bathroom very well and did a marvellous job with the installation. I would recommend them to anybody not only for the quality of their work but also for being reliable and trustworthy. Sarah, Dartford, Kent Bathroom designed and fitted

12 I am really pleased with the bathroom Defluo fitted. They helped us with ideas on how to place different things in the bathroom. The work was carried out efficiently and I was really impressed with their service. They were really nice guys to have working in the house and I would definitely recommend them. Jane, Willmington, Kent Bathroom and wet room designed and fitted The blokes were lovely! They were friendly, respectful and polite. They went above and beyond to stay to finish things off. Defluo s workmanship is of very good quality and I would definitely recommend them. Debbie, North West Kent Bathroom designed and fitted They were really good in helping us choose designs. We had a blank canvas and Defluo helped us to image what would look good. They made sure that every detail was catered for. Their builders were great, really helpful and went beyond the call of duty. Marie-Anne, South London Bathroom designed and fitted

13 Key Contact Lee Palmer, Senior Contracts Manager contact on freephone Case Study: Hotel Stack Pipes Beware of Quick Fixes! It s hardly surprising that hotel facilities managers tell us that the sight of waste product running though an occupier s bathroom or worse still, flooding out the hotel kitchen, is one of their worst nightmares! For hotel operators, problems with blocked stack pipes can be a costly affair in terms of disruption, cost of clean-up, repair and damage to reputation caused by disgruntled customers - and that s without taking into account the likelihood of lost revenue because part of the building needs to be isolated during clean up. Preventing such occurrences is of course uppermost in the mind of anyone who has responsibility for building maintenance. However, cheap, quick fix maintenance programmes can often cause more problems than they seek to solve. Our experience in dealing with emergency drainage problems presented by hotels, restaurants and bars, shows that every property is unique and one approach may not be suitable for all situations. That s why we will always recommend our customers look for a maintenance programme that is bespoke to their needs. Defluo are always the first point of contact without hesitation for our remedial gas, plumbing or electrical requirements. Being an agent that manages over 160 properties, it is always reassuring to work with a reliable and trusted contractor such as Defluo. Keris Ratford Accounts Manager Rubicon

14 Problem Defluo was recently called out to attend an emergency situation at a well known hotel in London s West End. Waste water had been leaking from the 2nd floor bedroom of this 5 storey hotel. In just over 2 hours the entire bathroom suite and most of the bedroom area was flooded with waste which was being flushed from the floors above. On arriving, the facilities manager explained that only a few days prior they had had the stack drains cleaned and therefore she was surprised that the problem had occurred. Having lost faith in the company which had serviced the stack pipe she turned to Defluo. Going forward the customer agreed to our recommendation and signed up for the Defluo Gold Standard preventative maintenance package. To find out how you can benefit from a preventative maintenance scheme, call us on freephone Cause A CCTV survey quickly identified the source of the blockage and the reasons behind it. The problem stemmed from how the stack cleaning had been carried out. A residue of 35mm of scale had been left around the inside of the stack the result of the wrong size cutting tool being used to clean the pipe. To do an effective job, the cutting tool must be an exact fit with the stack pipe to ensure that all the scale is removed. The stack had been cleaned from the top down which meant that debris had fallen into the stack pipe below (see diagram) so as rodding of the stack pipe continued debris was forced down the pipe creating its own blockage. Solution We set about rectifying the problem by following a proper rodding procure, using a boring tool of the correct diameter. The procedure involved rodding first from the base of the stack pipe (i.e. in the basement of the building) and following the cleaning procedure at various points along its length, working floor by floor from the bottom up. In all, the job took a full weekend to resolve, probably twice as long as if it had been done properly in the first place! Not only did the customer end up paying twice for the job but they had been massively inconvenienced. Going forward the customer agreed to our recommendation and signed up for the Defluo Gold Standard preventative maintenance package which includes an annual stack cleaning regime together with a six monthly float line maintenance.