Frequently Answered Questions
Q. I have accepted your quote, what happens now?
A. Your booking will be placed in our booking system at the next available day and time.
Q. I have been asked to get Neighbours consent, why?
A. We ask clients to get neighbours consent to speed up the process, if we arrive on site and the neighbour is not home, we cannot access their property without their consent. A lot of the time, clients know their neighbours and they are happier having contact from the client than a contractor.
Q. I don’t want to deal with the neighbour, what happens now?
A. Please advise us, and we attempt to make contact with the neighbour, if they are not home we will leave a calling card. Please note: return to site fees will apply each time wecome to site.
Q. How long does an inspection take?
A. This depends on how many lines there are and the length of the lines, standard
inspections take approx. 1-2 hours.
Q. Do I need to be home for the inspection.
A. We don’t require anyone to be at home as we only need to access the outside of the property. We do need dogs secured if they are on site & gates to be unlocked. If you want to be at home during the inspection, please contact our office 09-267 9549 and we will book a time and day suitable with you.
Q. Your operator has been to site and placed pegs or sprayed paint marks, what are these for?
A. This is the location of your drain, we recommend you organise your surveyor to come within 24-48 hours after us to survey the marks, in case pegs are removed or the spray paint washes away.
Q. I have been advised that the CCTV Inspection is not complete due to a blockage, what happens now?
A. For Public lines, we will advise either Council or Watercare depending on the line type, once they have cleared the blockage we will return to site. There is no charge from them to clear the line.
Q. My CCTV Inspection is complete what happens now?
A. Your CCTV footage is reviewed by our in-house auditor and all paperwork is completed. Once this is done you will receive an email from us with a link to the footage.
Q. How long does it take to get the footage and Log Sheet?
A. The footage and Log Sheet are generally available within 24-48 hours after the job is complete, it can be slightly longer on jobs with 5 or more lines. If you are not an account holder, payment is required prior to us sending the information.
Q. Can I pay by credit card?
A. Yes, there is a “pay online” link at the bottom left of our invoice, click on this and it will take you through to credit card payments
Q. What other payment methods do you have?
A. Bank Transfer/Internet Banking.
Q. How is the video sent?
A. We will send you a OneDrive link that gives you access to the footage & Log Sheets.
Q. I need the footage urgently?
A. If you have an account with us, we can give you a simple version of the project onsite which includes a video but no Log sheet.
Q. What happens if I lose the footage?
A. With a OneDrive link the footage is stored online, so there is no need to worry about losing footage. In a rare circumstance you do, we hold a copy of every inspection we have completed, so we can send you what you need!