Q. Are there any exclusions to the brand or age of the ASHP Plan that you will provide the annual service or repairs?
A. The Cambridgeshire Priority 24/7 ASHP Plan will cover all Heat Pumps regardless of age and brand. Please note however that whilst we will attend your home to repair your Air Source Heat Pump we are constrained by the availability of suitable parts, where we are not able to source parts to repair your ASHP we will advise as to your options moving forward.
Q. What are the range of services that the Cambridgeshire Priority 24/7 ASHP Plan includes?
A. In addition to our annual ASHP service, the plan and the two free call out visits (first hour only) for the provision of; fault investigations, isolations, make safe and repair of issues, accessible leaks for water and gas, general plumbing, and external heating controls.
Q. Are your services really 24/7?
A. Yes. We are one of the largest heating and plumbing providers in Cambridgeshire who will come to your home out of business hours for emergency support services. We have an out of hours call line and every week our engineers attend out of hours emergencies.
Q. Are there any Government Grants available if changing from Boiler to an Air Source Heat Pump:
A. Air Source Heat Pumps are eligible for government grants, including up to £7,500* through the Boiler Upgrade Scheme (BUS) and fully funded installations for low-income households under ECO4. Please see the Government website for more information.
*As at 21 July 2026 – Liable to change
Q. What do I need to do to arrange my annual ASHP service?
A. Nothing, we will proactively contact you to get you booked in for your annual ASHP service. Typically, we aim to complete services between the months of March to September so that your system is winter ready for when you really rely on it.
Q. I am moving home, what should I do to continue my Cambridgeshire Priority 24/7 ASHP Plan for my new house?
A. We will be happy to come with you to your new home! It is of course your prerogative to terminate the plan before the end of the twelve months plan period, please provide one month’s written notice via email to info@waterworxplumber.co.uk. We will then review your account and identify which services you have received to date.
The following costs will apply to each service task: –
ASHP Service: £200 (plus VAT)
Each Standard Call Out Charge (up to 2): £175 (plus VAT).
We will calculate how many monthly payments you have made in your current 12 month plan and deduct the services you have received at the rates above. Any shortfalls will be invoiced upon termination and will be subject to our 14 days payment terms.
We will then get you set up as a new customer and start your new 12-month plan.
Q. I have an issue with my heating and need to use the Cambridgeshire Priority 24/7 ASHP Plan for the first time, how much will it cost?
A. For the first/second call out, if you need us to come to your home during normal business hours (9am to 5pm) on a weekday then up to the first hour of an engineer assessing and repairing your ASHP will be free to you. Should the first/second call out repair take longer than one hour to repair then you will be charged for every 15 minutes extra (after the initial free hour) that the engineer is undertaking work at your home. Each subsequent 15 minutes will cost £25.75 (plus VAT) plus the cost of any materials required.
If your first or second call out is an emergency and is required out of normal business hours or on a weekend/UK public holiday, then an additional charge out cost will be incurred by you. For out of normal business hours and weekends/public holidays our hourly rate is £253 (plus VAT), you will be charged the additional premium minus the free hour (£126.50 plus VAT) within the plan, each subsequent 15 minutes will be chargeable at £63.25 (plus VAT) plus the cost of any materials required.
For your third call out and all other subsequent call outs you will be charged £175 (plus VAT) for the first hour and £25.75 (plus VAT) for each subsequent 15 minutes for calls within normal business hours on weekdays. For out of hours, weekends, and public holidays the charge will be £253 (plus VAT) per hour and each subsequent 15 minutes will be chargeable at £63.25 (plus VAT).
Q. What does the “Priority” in the Cambridgeshire Priority 24/7 ASHP plan mean?
A. Priority to us means everything you would hope for in a monthly plan. We want to help you and get to you as quickly as we can, our significant Cambridgeshire geographical coverage and number of the engineers we have means that we can get to you quickly when you need us most. We will endeavour to get to your home on the within 48 hours and during periods of peak demand (October to February) we will prioritise our most vulnerable customers so if you need this prioritisation, please make sure that you advise our telephone representatives when you call us on 01480 465427.
If you are calling us for an emergency out of normal business hours, on a weekend or public holidays don’t worry we are still coming and typically we will arrive within 12 hours of your emergency call request (subject to availability).
Q. Does the Cambridgeshire Priority 24/7 ASHP plan include commercial properties?
A. The plan covers residential properties only at present (including HMO’s). If you have a commercial property requirement, please contact us on 01480 465427 or email at info@waterworxplumber.co.uk and we can discuss how we can help you moving forward.
Q. If pay for the Cambridgeshire Priority 24/7 ASHP plan annually rather than monthly, will I get a discount?
A. Yes absolutely, customers that choose to pay annually rather than monthly will receive a 5% discount off the standard Annual Price, this will automatically be deducted from the plan cost when you pay.
Q. I’m a Landlord; am I able to sign my property(ies) up to the Cambridgeshire Priority 24/7 ASHP Plan too?
A. Yes, you sure can! Just sign up and create yourself an account in the usual way. If you’re wanting to add more than one property, you can add them individually to your account. Please be aware that each property will be on its own individual plan. You will receive a ASHP Service for your property(ies) included with each plan.