UK Landlord Forum / Life

Had water pump in loft bathroom replaced with a new one (Stuart Turner Monsoon Universal Twin Shower Pump 2.0 bar) back in October last year. It's had blocking problems every few months ever since it was installed. The plumber has come back three times to unblock it, wanting to charge for it.

First time both cold & hot water wasn't coming through the bathroom sink and bath taps. Last time and just last week the cold water was ok, but no hot water.

This new install was not cheap and I consider it a major install similar to a new gas boiler. Shouldn't the plumber guarantee his work for at least 12 months?

He's saying he's not coming back unless I pay him to unblock it. My position is that he should be coming back to investigate and fix it on his time and cost, as he installed it and put new piping etc in.

Is there some law or recourse to persuade him to fix it and get it running properly

Have any landlords run into a similar problems with plumbers / pump installers?  Any advice appreciated

The chances are that you're covered by normal consumer rights legislation. What does the plumber say is causing the problem? Have you contacted the manufacturer?

Do you have a link re consumer rights legislation?

Plumber says he'd have to investigate but wants to charge for it. Which I think is a cost he should bear

Not contacted the manufacturer, as the plumber bought the pump from his supplier and installed it. I believe it has more than a one year warranty

https://www.citizensadvice.org.uk/about-us/information/the-consumer-rights-act-2015/

At this point, I'd suggest to the plumber that if they're going to charge to fix something that shouldn't be broken, you'll fet someone else to look at it, and, if it turns out to be installed incorrectly, recover the costs from them afterwards. It's not going to save you any money going back to the same apparently useless tradesperson.

The manufacturer isn't liable, but should be able to advise if they believe the problem is likely related to the installation. Or suggest a recommended installer.

Quote from: Diversity on June 17, 2025, 05:17:41 PMThe plumber has come back three times to unblock it

Did you ask the plumber what the shower pump was blocked with?

And what did he say?


It is not credible that a shower pump that simply boosts your existing hot and cold water supplies is becoming blocked every few months.

Quote from: jpkeates on June 18, 2025, 09:29:10 AMhttps://www.citizensadvice.org.uk/about-us/information/the-consumer-rights-act-2015/

At this point, I'd suggest to the plumber that if they're going to charge to fix something that shouldn't be broken, you'll fet someone else to look at it, and, if it turns out to be installed incorrectly, recover the costs from them afterwards. It's not going to save you any money going back to the same apparently useless tradesperson.

The manufacturer isn't liable, but should be able to advise if they believe the problem is likely related to the installation. Or suggest a recommended installer.

Thanks for the link.

I also find the below..

I'll try emailing him and remind him of the Consumer Rights Act 2015, and he is responsible for investigation, repair or replacement costs.

uk consumer rights law plumbers

In the UK, plumbers, like all service providers, are governed by the Consumer Rights Act 2015. This law ensures that services are performed with "reasonable care and skill," within a reasonable time, and at a reasonable price. If a plumbing service is faulty, consumers have rights to repair, replacement, or a refund.

Here's a more detailed breakdown:

Key Rights Under the Consumer Rights Act 2015:

Reasonable Care and Skill:
Plumbers must carry out their work to a professional standard.

Reasonable Time and Price:
If not agreed upon, the work should be completed within a reasonable time and at a reasonable price.

Information is Binding:
Any information (verbal or written) provided by the plumber, including quotes and promises about timescales, is legally binding.

Right to Repair or Replacement:
If the work is faulty, the consumer has the right to request a repair or replacement.

Right to a Refund or Price Reduction:
If a repair or replacement is not possible or satisfactory, the consumer may be entitled to a refund or price reduction.

Reasonable Timeframe for Redress:
The trader should address the issue within a reasonable time and without causing excessive inconvenience.

What to do if there's a problem:
1. Communicate with the Plumber:
First, try to resolve the issue directly with the plumber, explaining the problem and requesting a solution.
2. Consider Alternative Dispute Resolution:
If direct communication fails, consider using a mediator or an ombudsman service.
3. Legal Action:
As a last resort, legal action may be necessary to enforce your rights, but this should be considered after exploring other options.
Important Considerations:
Documentation:
Keep records of all communication with the plumber, including quotes, invoices, and any promises made.
Time Limits:
There are time limits for making claims, so it's important to act promptly if there is a problem.

UK Consumer rights

Quote from: HandyMan on June 18, 2025, 10:05:20 AM

Quote from: Diversity on June 17, 2025, 05:17:41 PMThe plumber has come back three times to unblock it

Did you ask the plumber what the shower pump was blocked with?

And what did he say?


It is not credible that a shower pump that simply boosts your existing hot and cold water supplies is becoming blocked every few months.

Yes, I asked. He said an "airlock". He uses a vacuum to release this airlock of bubble that blocks the water. Usually this happens when the tenant is away on holiday for 1-2 weeks, but this shouldn't happen regardless. Tenant should be able to go away on holiday and come back to a fully working pump.

The pump feeds the sink cold + hot water taps, as well as the bath cold + hot water taps