Moore & Son

Based in Lixwm, near Holywell, Moore & Son is a long-established plumbing and heating firm that presents a complex picture to potential customers. The company, which is listed as being incorporated in November 2000, offers a critical service that sets it apart from many competitors: 24/7 availability. For anyone facing a sudden burst pipe in the middle of the night or a boiler failure on a cold weekend, having a dedicated emergency plumber on call is a significant advantage. This round-the-clock service is a cornerstone of their offering and a major draw for urgent plumbing needs.

The experiences of past customers suggest that Moore & Son is a company of two distinct reputations. On one hand, there is compelling evidence of high-quality workmanship and deep expertise, particularly concerning large, complex jobs. One of the most detailed positive reviews comes from a customer who entrusted the firm with their central heating system not once, but twice over a 17-year period. This level of repeat business is a powerful endorsement. It indicates that the initial boiler installation was performed to a high standard, providing reliable service for nearly two decades. When the time came for a replacement, the same customer returned, expressing complete satisfaction with the job done by the team. This speaks volumes about their ability to handle significant projects and build long-term trust with clients who value reliability and quality.

Further praise reinforces this image, with customers describing the staff as "very helpful and capable" and a firm that "will put itself out to help." Another client lauded their "amazing service" and responsiveness. This positive feedback often highlights a personal touch, with named staff members being thanked, suggesting a close-knit, possibly family-run operation where accountability and pride in one's work are important. For homeowners investing in critical infrastructure like a new boiler or a full heating system, this reputation for capability is a crucial consideration.

Concerns Over Communication and Responsiveness

However, a contrasting narrative emerges from other customer feedback, which raises significant concerns about the company's communication and reliability for smaller jobs. Several potential clients have reported frustrating experiences when trying to engage Moore & Son for less substantial issues, such as a leaking pipe repair. One individual recounted making three separate calls about a leak under their sink, receiving assurances each time that someone would call back or visit, only to be met with silence. Another prospective customer had a similarly brief but telling experience, stating simply that the company never returned their call.

This inconsistency is a critical point for any potential customer to consider. It suggests that while the firm may excel at large, scheduled projects, its process for handling smaller, more routine enquiries may be lacking. The frustration of not receiving a callback is a common complaint in the trades, but it can be particularly vexing when dealing with a leak that has the potential to cause further damage. This pattern of feedback indicates that while they offer services as a 24-hour plumber, the responsiveness for non-critical but still important jobs can be unpredictable. Potential customers with smaller repair needs might need to be persistent in their attempts to make contact or be prepared to look elsewhere if their initial calls go unanswered.

A Specialist Team for Varied Needs

Despite the mixed reviews on communication, the firm's technical capabilities appear robust. Directory listings show Moore & Son offers a comprehensive range of plumbing services. Their expertise clearly includes work with both gas and oil heating systems. Importantly, Moore & Son is listed on the Gas Safe Register (Registration Number: 2540), which is a legal requirement for any engineer working on gas appliances in the UK. This certification provides customers with the crucial assurance that the engineers are qualified and competent to work safely on gas boilers, gas leaks, and other gas-related plumbing. This is a non-negotiable credential for any gas safe registered plumbers and a vital check for homeowners to make.

Final Assessment

In summary, Moore & Son appears to be a highly competent and experienced plumbing firm, particularly for substantial and complex work like full central heating installations and boiler replacements. The long-term loyalty of some customers is a testament to the quality and durability of their work. Their 24/7 availability also makes them a vital resource for genuine emergencies in the Holywell area.

The primary drawback, as highlighted by a number of customer experiences, is a significant inconsistency in communication and follow-up, especially for smaller-scale inquiries. This suggests a potential gap in their customer service process that can lead to frustration. For potential clients, the decision to use Moore & Son may depend on the nature of the job. If you have a large project and value proven, long-term technical skill, they are a very strong contender. If you require a quick fix for a minor issue, you should be prepared for the possibility that securing their attention may require persistence. They are a firm with evident technical skill, but one whose customer service experience can vary dramatically.