6 Steps to Getting the Right Advice

6 Steps to Getting the Right Advice

When you need help finding a plumbing, heating or bathroom part, the right details can make all the difference.

We asked our sales team what helps them support customers as quickly and accurately as possible. Their advice was simple: bring as much clear information as you can! 

A photo, measurement, brand name, product code or old part can give us a much better idea of what you need.

Whether you're calling, emailing or visiting in-store, follow these 6 simple steps to help get the right advice and find what you need faster.

1. Tell us what you're trying to fix

You don't need to know the technical name for the part. Just tell us what's happening and what you're trying to do.

For example:

  • "I'm replacing a leaking shower hose"
  • "I need a new trap for under the sink"
  • "I'm trying to match this radiator valve"
  • "I need a replacement part for a toilet cistern"

The more context you can give us, the easier it is for our team to point you in the right direction.

2. Take a photo of the full setup

Start with a wide photo showing where the part is fitted.

For example, under a sink - show the pipework underneath the whole sink. For a radiator valve, show the full radiator and where the valve connects.

This helps us understand what the part connects to and how it's fitted.

3. Take clear close-up photos

Next, take a few photos of the part itself.

Try to show:

  • Connection points
  • Threads or fittings
  • Any damaged or worn areas
  • Brand names or markings
  • Product codes or numbers

Don't get too close. A photo with a little context is more useful than a blurry close-up.

4. Get your measurements & markings

If possible, take a few basic measurements, such as:

  • Pipe diameter
  • Hose length
  • Fitting size
  • Part dimensions
  • Available space for a replacement

Also check for brand names, logos, product codes or size markings on the part or its packaging.

Not sure what to measure? Take a photo with the tape measure beside the part.

5. Bring the old part if you can

If the part has already been removed and it's safe to bring it in, bring it with you.

Just give it a good clean first!

Seeing the original part makes it much easier for our team to compare the size, shape, connection and fitting.

Can't bring it in? Clear photos and measurements are the next best thing.

6. Know when to call a professional

Some jobs aren't suitable for DIY. Get professional help if the job involves:

  • Gas
  • Boiler components
  • Electrics or electric shower connections
  • A major leak
  • Damaged or unstable pipework
  • An area you cannot safely access
  • Anything you're unsure is safe to touch

We can help with product guidance and sourcing, but safety comes first.

Before you contact us

Have these ready:

  1. Photos
    Full setup + close-ups
  2. Measurements
    Where possible
  3. Product details
    Brand, code or markings
  4. Old part
    If it's safe to remove and clean first!
  5. The problem
    A simple explanation is enough

A Little Information Goes a Long Way

The more information you can give us, the easier it is to point you in the right direction and get you sorted.

Back to blog