Project Overview
Plumb London was instructed by the managing agent of a multi-storey residential building in Clapton, E5, in the London Borough of Hackney, to investigate and resolve a persistent drainage fault affecting a tenant’s toilet. What first appeared to be a straightforward scale blockage proved, over five site visits, to be a multi-layered drainage problem — ultimately requiring CCTV surveys, high-pressure water jetting, a combination tanker unit and the involvement of Thames Water. Our lead engineer, Matthew, who already knew the building, systematically eliminated each potential cause, carried out investigative and remedial works, and liaised with Thames Water to close the matter out. The drainage system was restored to free-flowing condition, a sewage odour affecting communal areas was resolved, and Thames Water confirmed the interceptor was clear.
The Client’s Brief
The managing agent’s core requirement was to establish why the toilet was draining poorly and resolve it properly. Beyond that, their expectations were specific:
- A thorough, methodical investigation rather than a quick fix or premature replacement
- Engineer continuity — they specifically requested Matthew, who had attended the building before and knew its layout and history
- Clear communication at each stage, with written reports and quotations before any additional works
- Minimal disruption to the tenant in occupation
- Full compliance with waste disposal regulations and appropriate liaison with third parties where required
The client also knew that an earlier drainage issue had been resolved by accessing the soil stack within a ground-floor cupboard void, and asked that this be factored into the investigation.
Our Survey & Recommendations
Before Plumb London’s involvement, a third-party CCTV inspection had recommended full toilet replacement based on scale build-up in the U-bend. Our engineers judged this premature without first attempting a targeted clearance. On Matthew’s initial visit, the following was established:
- The wall-hung toilet sat very close to floor level and required full removal to safely access the U-bend and pan connector
- Scale build-up was confirmed at the U-bend and pan connector, consistent with the earlier report
- After clearance, the toilet still drained slowly — indicating the root cause lay further into the system
- A CCTV survey of the full waste line found no blockage or residual scale, pointing instead to a ventilation fault within the drainage stack
- A sewage odour reported in the building’s communal areas widened the investigation to include the main soil stack, drainage runs and external interceptor manhole
Planning & Preparation
The project followed a staged investigation model, each phase informing the next. No works were escalated without the client’s approval, and a written quotation was issued before every additional stage. A pause arose at the third visit when it became clear that the soil stack — suspected to run through a void in the ground-floor flat — could only be accessed with permission from that flat’s separate landlord. Plumb London advised the managing agent accordingly and recommended obtaining historical records from the contractor who had resolved a similar issue years earlier — important both for securing access and for understanding what remedial works had previously been carried out.
The Work We Carried Out
Visit 1 — initial inspection and toilet clearance. Isolated the water supply and drained down under control; removed the wall-hung toilet to access the U-bend and pan connector; manually cleared the scale build-up; inspected exposed pipework for further blockages; reinstated and function-tested the toilet, and issued an advisory report.
Visit 2 — CCTV survey of the toilet waste line. Full CCTV survey from pan connector to interceptor, checking for blockages, scale and structural defects, with findings and recommended next steps reported to the client.
Visit 3 — further investigation into the soil stack. On-site investigation of the suspected soil stack in the ground-floor cupboard; liaison with the ground-floor tenant regarding landlord permission; advisory issued to the managing agent on access requirements and historical works; communal-area sewage odour identified as a linked concern.
Visit 4 — major drainage clearance. Attendance of a combination tanker unit; vacuum extraction of foul waste, debris and standing water; high-pressure jetting of all accessible domestic drainage lines; cleaning and flushing of drainage runs to restore flow; compliant disposal of all waste removed from site; final CCTV test of accessible runs on completion.
Visit 5 — Thames Water attendance and final inspection. Matthew in attendance alongside Thames Water operatives; inspection of the interceptor manhole and associated infrastructure; confirmation of a free-flowing system; advisory issued on the future escalation protocol.
A formal written testimonial was not obtained for this project; the managing agent was kept informed at every stage and confirmed satisfaction with the outcome on closure, with Thames Water confirming a free-flowing system and a clear advisory left for future reference.
Timeline & Completion
The project spanned several months from instruction to resolution, reflecting its staged, investigative nature rather than a straightforward installation. Each phase was completed promptly once approval was received, and Matthew’s continuity throughout meant findings from earlier visits were carried forward at each stage. The tanker attendance was delivered on programme, Thames Water confirmed their inspection on the agreed date, and the project was formally closed with all works complete and the drainage system confirmed free-flowing.
Challenges & How We Solved Them
A premature diagnosis to overturn. A third-party CCTV inspection had recommended full toilet replacement on the basis of U-bend scale. Matthew carried out targeted clearance first, avoiding unnecessary expenditure — and the fact that slow drainage persisted afterwards proved there was a deeper cause that a simple toilet swap would have left entirely unresolved.
A root cause deeper than it first appeared. With the U-bend cleared and the CCTV survey showing no blockage, the slow drainage had no obvious cause by standard methods. We broadened the scope to ventilation faults, air admittance valve condition and the wider network; the communal sewage odour provided the diagnostic clue that led to the tanker clearance which resolved the issue.
Third-party access restrictions. The soil stack passed through a void in a separately tenanted flat, so access required permission from a different landlord. We advised the managing agent on the requirement and recommended securing historical documentation — preserving the client relationship, avoiding boundary disputes and ensuring works proceeded on an authorised basis.
Coordination with Thames Water. Statutory involvement introduced inspection protocols outside our direct control. Matthew attended site alongside Thames Water operatives to provide context and continuity; Thames Water confirmed the interceptor was free-flowing, and a clear advisory was issued on the correct escalation route for any recurrence.
The Finished Result
On completion of the tanker clearance and the subsequent Thames Water inspection, the drainage system was confirmed fully operational and free-flowing. The communal-area sewage odour was resolved, and the toilet in the affected flat returned to correct function. The managing agent was left with a clear understanding of the drainage system’s condition, the interceptor status and a straightforward protocol for any future issues, with Thames Water’s involvement bringing the matter to a formal, documented close. What began as a seemingly routine call-out became a thorough, multi-phase investigation — and the outcome demonstrated the value of methodical diagnosis over reactive replacement.
Project Investment
The two investigative phases were quoted at £490 and £600 plus VAT, with the major drainage clearance at £4,800 plus VAT — £5,890 plus VAT for the full multi-stage resolution. For a managing agent responsible for multiple tenants and shared drainage infrastructure, this represented a structured, evidence-based approach to a problem that, left unresolved or poorly diagnosed, could have escalated into a significant emergency, a health-and-safety risk or a tenant dispute. By isolating the cause methodically, unnecessary expenditure was avoided at every stage.
Why Choose Plumb London
- Honest, transparent advice. We identify and communicate the full scope of any works, including issues discovered beyond the original brief.
- A phased approach to complex works. You are never committed beyond what has been fully diagnosed and agreed.
- Clear quotations and written reports. You always understand exactly what you are paying for, and why.
- Engineer continuity. Wherever possible we keep the same engineer on your building, so site knowledge is retained across visits.
- Coordinated, considerate scheduling. We work around your operations to minimise disruption to your business and team.
- Compliance and documentation. Works are carried out to current regulations, with the records businesses and managing agents need for tenants, insurers and audits.
- Broad expertise across commercial heating, plumbing, drainage and climate control, backed by established manufacturer relationships including Mitsubishi Electric, Vaillant and Daikin.
- A family-run business, built on repeat custom, referrals and genuine customer care.
Frequently Asked Questions
Why wasn’t the toilet simply replaced when the first contractor recommended it? Replacement would have addressed the visible scale in the U-bend but left the underlying drainage issue entirely unresolved. Slow drainage persisted even after the scale was cleared, confirming the root cause lay deeper in the system. Replacing the toilet alone would have been an expensive and ultimately ineffective fix.
How many visits were required, and why? Five, each building on the last. Drainage investigations in multi-storey buildings with shared stacks and ageing infrastructure rarely resolve in a single attendance. A methodical approach avoids unnecessary works and ensures the actual cause is identified and addressed.
What should we do if the problem returns? Thames Water confirmed the interceptor is currently free-flowing, with the rodding eye capped. If sewage smells or drainage issues recur, contact Plumb London for an initial assessment. If a blockage is confirmed in the adopted sewer line, Thames Water should be notified using the case reference issued during this project.
Can Plumb London work alongside Thames Water and other statutory bodies? Yes. Where drainage issues extend into or near adopted sewer infrastructure, we are experienced in coordinating with Thames Water and other statutory undertakers. Our engineer attended the final inspection jointly with Thames Water operatives to ensure a seamless, well-documented resolution.
Customer Testimonials
Don’t just take our word for it, here’s a selection of the latest reviews. You can view more here.
Excellent service by Plumb London, fixed two bathroom related issues in a couple of days - clear communication and good management of expectations in terms of works and timeline, which I always apprec..Read More
Sandra Obradovic
Really happy with the service from Plumb London for my toilet repair. We're quick to attend and Charlie was very knowledgeable, getting the specific part needed and even providing advice on some other..Read More
Darren Phillips
Plumb London were brilliant from quote to completion. Firstly, they are very competitively priced and I had very little hesitation going with their quote for a new boiler. I was also really impressed ..Read More
Ashley Watkinson
Our boiler was leaking and Nicola fixed it the day it happened. Highly recommended!
Kathy Weston
Brilliant service, friendly engineer and a job completed quickly and tidily. I would use the company again if I ever need to. Swanscombe, Kent
Collin Best
Plumb London were able to come quickly and fix my problem without fuss, quoting a sensible price.
Robert Slater
My toilet seat was broken and previous plumbers I contacted told me it was a non-standard toilet and I had to get a new toilet. I invited over Plumb London and they told me that the toilet seat can be..Read More
Geoffrey Payne
Plumb London provided excellent service from start to finish! The boiler installation was quick, tidy, and professionally done. A year later, the same engineer carried out an efficient and thorough ma..Read More
George Ezeanaka
Fantastic experience all around. The customer service team at PlumbLondon is not only responsive and super-friendly, but actually take initiative - we had our job done a day early because a team membe..Read More
Eleanor Franzén
Plumb London carried out a boiler and gas safety check for me. They were quick to get booked in, the team were polite and professional, and their pricing was more competitive than others I contacted. ..Read More
Louise Kaufhold
A Five Star service. The range of skills and craftsmanship displayed by Mounir were incredible. Would recommend to anyone with dreams of creating a Dream Kitchen. With this Team, it’s not just possi..Read More
Trevor Beattie
Easy to communicate with and quick work to solve the problem we had
Josh Evans
Excellent service from start to finish, everything was handled professionally and efficiently. Communication was clear throughout, and Louise did a great job coordinating everything and keeping me in..Read More
Claire Willis
Plumb London were brilliant. Stephan turned up on time, was very personable and was very efficient. Would definitely recommend and will be using again in future.
Eleanor Rider
For the second year in a row, the lovely Mo serviced our boiler. He was on time and provided a super thorough service. I would really recommend Plumb London as your plumbing company. 5 stars all round..Read More
Dianah Jane Coleman
Very fast service. We got our boiler changed as an emergency a year ago, and got service this year. Both times Plumb London were booked within 24h of being called, with the team taking good care of en..Read More
Alexandra Fleming
Great professional service from start to finish. The team did an excellent job installing a Powertank and paid close attention to detail throughout. I’ve used them a couple of times now and have alw..Read More
Kevin Senior
Absolutely exceptional service. Cannot recommend enough. Polite, attentive and understanding of the situation. Par and Stephan who attended my property were courteous and professional, making the horr..Read More
Max Hurd
I can’t fault the service I received. Prompt, courteous and so accommodating. It’s so easy to be ripped off, PlumbLondon are overwhelmingly decent, thorough and reliable. A million percent recomme..Read More
Kate Comer
Amazing job the works is done very professionally I will not hesitate to use your company again and recommend to friends.
Renato Balane
Fantastic service, efficient and easy to organise. Reliable and fair pricing
Jane Renton-Rose
Very professional and comprehensive service.
Stuart Highley
Fast service (next day) for the initial assessment of the issue. Then, even though it was not an emergency per se (needed broken shower pump replaced and associated inter-connecting pipe work), the te..Read More
Jeff Smith
a five-star service
David Akers
I had a great experience with Plumb London. They came out quickly to inspect an issue with my water tank, identified the problem right away, and got everything sorted efficiently. The engineer was pro..Read More
Patrick Fuller
Delighted with the service from Plumb London on a number of occasions. Very reliable and professional.
Thomas Jacques
good job well done boiler replacement
Deirdre Bell
Excellent service from engineer who attended to change kitchen tap. Punctual, courteous and knowledgeable. Got the job done despite an unexpected issue with some complex piping (resolved on the spot)...Read More
Constantia Smith
Contacted Plumb London hi Charlie, come round and give me a quote within days. Carried out. I ordered all the parts and even matched The new tiles with the existing. Hardly recommend them very profess..Read More
Vimal Sharma
Very professional. The work was carried out efficiently and quickly.
matt o'neill
Amazing job the works is done very professionally I will not hesitate to use your company again and recommend to friends.
Renato Balane
Fantastic service, efficient and easy to organise. Reliable and fair pricing
Jane Renton-Rose
We recently worked with Plumb London at AKA Marylebone and were extremely impressed with their professionalism and technical expertise. The project involved complex plantroom systems and ongoing comm..Read More
shellie-ann delaney
Excellent service. I've used Plumb London multiple times and they're always professional (they pick up the phone and arrive when they say they will). For example, my boiler had been leaking but only o..Read More
Sebastian Robinson
The initial consultation from Plumb London was excellent, and then a call received quickly do explain a detailed quote. The appointment for the work was quick and the work to the bathroom carried out ..Read More
Nick M
Had a new boiler installed 4 years ago, best decision. They have looked after it well and every service is efficient, quick and easy. They are fantastic to book with, always answer the phone and any i..Read More
Milly Smith
Big thumbs up for Plumb London, in particular the engineer (Andrew) who visited the property where my elderly mother lives. A gentle manner and patient approach was exactly the level of kindness that ..Read More
Patrick Totty
Prompt and efficient service from Plumb London. A clear and comprehensive quote was provided and the job was completed well. Our ancient boiler completely stopped working and they were able to visit t..Read More
Simone Thomas
Plumb London were absolutely incredible. We were in an emergency situation, and Jack did everything he possibly could to get a new boiler out to us as quickly as possible. He also liaised directly wit..Read More
Lily Macpherson
Fabulous and prompt service. Kept up to date; great communication.
Paula Kennedy
Great job, quick efficient and fair price
Daniel Dean
Delighted with the service from Plumb London on a number of occasions. Very reliable and professional.
Thomas Jacques
The service from Plumb London was prompt and they have solved the problem as I have still not had a complaint from my tenants It was very easy to deal.with the staff at Plumb London.
Shubha Kasbekar
Excellent service from engineer who attended to change kitchen tap. Punctual, courteous and knowledgeable. Got the job done despite an unexpected issue with some complex piping (resolved on the spot)...Read More
Constantia Smith
Excellent service by Plumb London, fixed two bathroom related issues in a couple of days - clear communication and good management of expectations in terms of works and timeline, which I always apprec..Read More
Sandra Obradovic
Really happy with the service from Plumb London for my toilet repair. We're quick to attend and Charlie was very knowledgeable, getting the specific part needed and even providing advice on some other..Read More
Darren Phillips
Contact Plumb London
If you are facing a plumbing, heating, boiler or drainage issue in London, do not hesitate to get in touch with Plumb London. Our friendly and knowledgeable team is ready to assist you with all your plumbing needs. Reach out to us today to schedule a consultation and experience the difference with Plumb London.
