NJ Lees Plumbing & Heating Ltd

NJ Lees Plumbing & Heating Ltd is a well-established company providing a range of plumbing services in the Worthing area. Operating from their base on Chesswood Road, they have garnered a significant number of customer reviews that paint a detailed, albeit mixed, picture of their operations. A key feature that immediately stands out is their 24/7 availability, positioning them as a go-to option for anyone in need of an emergency plumber at any hour of the day or night.

Customer Experiences and Service Quality

A deep dive into customer feedback reveals a strong trend of satisfaction, particularly from clients who have engaged the company for both new installations and ongoing maintenance. Several long-term customers report positive relationships spanning a decade or more. One such client praised the firm for consistently being reliable, noting that the owner, Neal, either arrives or calls back when promised. This reliability extends to providing helpful advice, even remotely via WhatsApp, to resolve heating issues during critical times like the days before Christmas. This level of personal commitment and accessibility is often highlighted as a major strength, fostering customer loyalty.

For new projects, particularly boiler installation, the feedback is often glowing. One review detailed a boiler replacement where the team was described as 'brilliant from start to finish'. The customer specifically commended the attention to detail, the care taken to protect their home during the work, and the clear communication regarding the placement of new pipework. The project was completed efficiently and on schedule, leading to an unreserved recommendation of the firm as 'reliable tradespeople'. This suggests a high level of professionalism and craftsmanship on standard installation jobs.

The company also appears to have modernised its administrative processes, which enhances the customer experience. For routine tasks like annual boiler servicing, clients appreciate the convenience of reminder emails and an online booking system, which simplifies scheduling and ensures essential maintenance is not overlooked. The friendliness and pleasant demeanour of the team members are also frequently mentioned, contributing to an overall positive service interaction.

Community Engagement and Emergency Response

Beyond standard residential work, NJ Lees Plumbing & Heating Ltd has demonstrated a commitment to its local community. In one notable instance, they responded to a plumbing emergency at the Worthing Soup Kitchen. According to the charity, the engineer arrived punctually, diagnosed the problem quickly, and carried out the necessary plumbing repairs in a very short amount of time. In a generous gesture, the company did not charge the charity for the work. This act not only highlights their capability as responsive emergency plumbers but also showcases a strong sense of corporate social responsibility.

Points of Concern and Areas for Improvement

However, the company's record is not without significant criticism. One extremely detailed negative review raises serious questions about their performance on more complex jobs and, crucially, their aftercare service when things go wrong. The customer's experience, which involved relocating a boiler from a kitchen to a loft, was fraught with issues from the outset. Minor property damage occurred, with a tool being dropped and chipping a wooden floor.

More concerning were the technical aspects of the installation. Instead of installing a local power source near the new boiler, a very long cable was reportedly run across the loft and down through a soil pipe to the original socket in the kitchen—a decision that seems unconventional. The most critical failure related to the flue's condensate pipe. It was apparently installed at an incorrect angle, causing hot water to drip and splash over the property's front door, creating a potential safety hazard. The customer’s attempts to have this serious issue rectified were met with what they describe as extreme unresponsiveness, with weeks passing before contact was made. A promise to return the next day to fix the problem was allegedly broken.

Eventually, a different team member made an alteration by adding an elbow to the flue, but the customer, having sought a second opinion, believed this was an improper fix that would simply cause condensate to pool and lead to future leaks. They also noted that the condensate pipe installed in the loft was of an incorrect size for an external area, according to guidance they had received. Ultimately, this client felt compelled to pay another company over £300 to correctly chisel the wall, reset the flue angle, and replace the pipework. This account stands in stark contrast to the many positive reviews and highlights a potential weakness in handling non-standard installations and addressing post-job complications.

Services Offered

Based on their name and customer feedback, NJ Lees Plumbing & Heating Ltd specialises in a broad array of services related to domestic heating and plumbing. Their core business appears to be centred around central heating systems. This includes:

• Boiler Installation: They are frequently contracted to install new boilers, with many customers expressing satisfaction with the results.
• Boiler Servicing: The company manages a portfolio of regular clients for annual servicing, a critical service for maintaining boiler efficiency and safety. Their reminder system is a key part of this service.
• Boiler Repair: As experienced heating engineers, they are called upon to diagnose and fix faults with existing heating systems.
• General Plumbing: The company handles a variety of general plumbing repairs, from leaks to other urgent issues.
• Emergency Call-Outs: Their 24/7 availability makes them a primary contact for those facing unexpected plumbing or heating failures in the Worthing region.

Crucially, their website confirms that they are on the Gas Safe Register (Reg No. 192285), which is a legal requirement for any gas safe registered engineer working on gas appliances in the UK. This provides customers with essential assurance regarding safety and compliance.

Conclusion

In summary, NJ Lees Plumbing & Heating Ltd presents as a company with two distinct reputations. On one hand, it is a highly regarded service provider with a loyal customer base that values its reliability, friendly service, and professionalism, particularly for standard installations and maintenance. Their 24/7 emergency service and community involvement further strengthen this positive image. On the other hand, a significant and detailed complaint raises red flags about their ability to manage complex installations and, more importantly, their communication and willingness to rectify serious post-installation faults. For a potential customer, the decision may come down to weighing the substantial body of positive feedback against the risks highlighted in the negative account. It would be prudent to have a detailed discussion about the scope of work, particularly for non-standard jobs, and to clarify the warranty and procedures for addressing any issues that may arise after completion.