Our drainage guarantee, in plain English
Three promises, what each one covers, what cancels it and how to claim. Short enough to read before you book.
The three guarantees at a glance
| Guarantee | The promise | What it applies to |
|---|---|---|
| Unblocking | If we can't clear it, you don't pay | The blockage you booked us for, on the day of the visit |
| Reblocking | If the same drain blocks again within 30 days, we come back free | The same drain run we cleared |
| Repairs and relining | 10-year guarantee on relining and repairs | The length of pipe we repaired or lined |
When we can't clear a blockage
If we can't clear it, you don't pay. "Clear" means water runs freely through the pipe we worked on, and the camera shows it.
Sometimes a blockage is really a broken pipe: a collapse, a joint that has dropped, or roots packed through a crack. If that stops us clearing it, you don't pay for the attempt. The engineer shows you the footage and gives you a price for the repair, which you're free to turn down or think about.
When the same drain blocks again
If the same drain blocks again within 30 days, we come back free. "The same drain" means the run we cleared, between the same two points, such as from your kitchen gully to the first manhole.
On a return visit, the engineer clears the pipe and puts the camera through to find out why it blocked again. If the cause is covered, there's nothing to pay. If it's one of the exclusions below, you'll see the footage and be given a price before any chargeable work begins.
Repairs and relining
10-year guarantee on relining and repairs. It covers the pipe section, liner or patch we fitted and the joints we made, against failing because of the materials or the way we installed them.
It doesn't cover other parts of the drain, new damage caused later by something else (building work, a digger or a heavy vehicle), or a blockage in a repaired pipe that comes from what's been flushed.
Does the repair guarantee pass to a new owner?
Yes, repair and relining guarantees pass to the next owner for the rest of the term. Keep the invoice and the survey footage with your house papers, because a buyer's solicitor may ask to see them.
What the guarantee doesn't cover
These void the unblocking and reblocking guarantees, and the repair guarantee where they're the cause:
- Wipes and sanitary items. Wet wipes (including ones sold as flushable), nappies, sanitary products, cotton buds and kitchen roll put down the drain after our visit.
- Fat, oil and grease. Cooking fat poured down a sink sets hard in the pipe, however well it was cleared.
- Misuse. Building rubble, cement, grout, cat litter, toys or anything else a drain isn't built to carry.
- Defects you chose not to fix. If the camera showed a crack, root or sagging joint and you decided against the repair we recommended, a reblock caused by that defect isn't covered. We'll have shown you the footage and noted it on your invoice.
- Pipes we didn't work on. A different drain run, a neighbour's section or the public sewer.
- Work by someone else. If another contractor alters, rods or repairs the pipe after us.
How to claim
- Get in touch
Call 0800 246 5347 or request a callback with your name, address and roughly when we did the job.
- We book the return visit
A guarantee call is handled like any other job, with the same response times.
- The engineer finds the cause
The drain is cleared, then the camera shows why it blocked or failed.
- You hear the outcome before paying anything
Covered means free. If an exclusion applies, you'll see why and get a fixed price, which you can decline.
Who holds the guarantee
MyLocal Drainage Services Ltd holds every guarantee on this page. It's the company you book with and pay, and it stays responsible for the guarantee even though the work is carried out by engineers from OneFlow Drainage. Company number 16650050, registered office 18 High Howe Close, Bournemouth BH11 8NW.
Your legal rights come first
This guarantee is on top of the rights the Consumer Rights Act 2015 gives you, not instead of them. The law says a service must be carried out with reasonable care and skill. If it wasn't, you're entitled to have it put right or to a price reduction, whatever this page says. Citizens Advice explains those rights in more detail.
Need to make a guarantee claim?
Call 0800 246 5347 with your address and the date of the job, and we'll book the engineer in.