Frequently asked questions

Absolutely. Platinum Plumbing Industries Pty Ltd is fully licensed (Licence No. 481008C) and carries full public liability insurance. You can have complete peace of mind that all work is completed safely, to code, and backed by a licensed professional.

Yes, all quotes are free and obligation-free. For straightforward jobs we can often give you a price over the phone. For larger or more complex work (civil drainage, sewer mains, full bathroom renovations) Jordan will come out, properly assess the job, and provide a written quote with no hidden costs.

For most jobs we can usually get out within a few days, often same-day for urgent issues. For genuine emergencies (burst pipes, sewer overflows, no hot water in winter) we run a 24/7 emergency service. Call Jordan directly on 0432 181 911 and we’ll do our best to be at you as fast as possible.

We’re based in the Hunter Valley and service Newcastle, Lake Macquarie, Maitland, Cessnock, Port Stephens and the wider Hunter Region, including Whitebridge, Charlestown, Belmont, Merewether, Hamilton, Cooks Hill, Raymond Terrace and surrounds. Not sure if we cover your area? Give us a call.

If water is flowing where it shouldn’t, turn off the water at the meter (usually near the front of the property) and call us immediately on 0432 181 911.

Yes. The 0432 181 911 number is Jordan's mobile. It rings through at any hour. If he's already on another emergency, he'll return the call as soon as he can.

If water is actively damaging the building, you have no toilet, no hot water in winter, or you smell gas: that's an emergency. If it's a slow drip under the sink, a hot water system that still works but is noisy, or a tap that won't fully turn off but can be shut at the stop tap, those can safely wait for a scheduled visit.

Yes, 7 days, including Easter, Christmas and public holidays.

Depends on where you are and what we're already on. Being based in Sawyers Gully means faster response times for Cessnock, Kurri Kurri, Maitland and Branxton. We'll give you a realistic ETA on the call.

Yes, blocked drains are one of our specialties. We use high-pressure water jetting and CCTV drain cameras to clear the blockage and identify what caused it (tree roots, collapse, foreign objects). That way we fix it once, properly, not just push it down the line.

No. Mechanical clearing (water jetting and, where needed, root cutters) is faster, safer for your pipes, and clears the blockage itself. If a chemical was used before we arrived, let us know, as it affects how we open the pipe.

Yes. Pipe locating equipment plus CCTV lets us trace the blocked line without guessing. That matters especially before any excavation work.

The camera will show it. We'll quote the repair, usually a short dig to replace the damaged section.

In NSW the responsibility usually sits with the owner for drains on the property. Past the property boundary, the sewer main is a Hunter Water asset and the street stormwater system belongs to the local council. We'll tell you which side of that line your blockage is on and recommended course of action.

Usually just the damaged section. The exception is when the whole run is old earthenware with multiple defects: replacing a 20-year-old patch next to a 60-year-old pipe that's about to fail doesn't make sense.

Yes, usually with a new junction off the existing sewer line within the property, plumbed through to the new building. Hunter Water paperwork handled as part of the job.

If the defect is in the sewer main past your property boundary, that's a Hunter Water asset and their crew's responsibility. We'll give you the CCTV footage so you can raise it with them and get the right crew out.

If you're changing the point of discharge, connecting a new building to the stormwater main, or doing work on a subdivision, then yes, there's a council approval involved. For connecting a downpipe to an existing stormwater line on the property, usually no. We know what needs to be lodged and when.

Usually. Most wet patches are a drainage symptom, not a water-table problem. AG pipe, a pit in the low spot, and the right fall out to the street solves most of them.

No, stormwater and sewer are separate systems and must stay separate. If the street doesn't have a stormwater main (which is still the case on some older Hunter streets), the legal point of discharge is usually the gutter at the kerb or a soakage/absorption trench depending on soil.

Depends on fall and the depth of the connection point. Typically 300–600mm below finished ground, deeper under driveways.

Yes. We install, repair and replace gas, electric and heat pump hot water systems. We can advise on the right unit for your household size and energy preferences, and same-day replacement is usually possible for breakdowns.

Same-day service for urgent breakdowns wherever possible. For replacements, same-day depends on which model and size is in stock. We'll confirm stock and timing on the call.

Depends on what you've got installed now, what fuel is available at the property, how many people are in the house, and whether you have solar PV. On average: natural gas is cheapest to run if you've already got it; heat pump is cheapest for a household that only has electric; electric storage is the cheapest install but the most expensive to run.

Rough rule: 125L for a 2-person household on electric, 160–250L for 3–4 people, 315L+ for 5+. Gas continuous-flow is sized by flow rate (litres per minute) rather than storage, and depends on how many taps run at once. We'll size it properly on inspection.

Yes in most cases. We check the available outside wall position, electrical supply, condensate drain and clearance to windows. If it won't suit the site, we'll recommend a better option.

Sometimes, yes. Hidden pipe leaks at times only have access through plasterboard. We cut neatly and you'll know before any plaster comes off.

For emergencies, yes. We'll do a controlled temporary fix, isolate what needs isolating, and book the proper repair for a scheduled day.

Yes, we track down hidden leaks. Most are at a joint under a slab or where the service line comes into the house.

The internal part of a modern single-lever mixer tap that controls hot/cold mix and flow. When mixers start dripping or get stiff to operate, it's almost always the cartridge rather than the whole tap, which is much cheaper to replace than the full unit.

Yes. We'll check it suits the gas type available at the property (natural vs LPG), the gas line is sized correctly for the appliance's rating, and the ventilation and clearances meet code.

Yes, it's a common job. We run a new gas line out from the house meter or an existing internal line, terminated in a weatherproof bayonet fitting for a quick-connect hose. Compliance certificate on completion.

If natural gas is available at the street, generally yes: natural gas is cheaper per MJ than bottled LPG and you don't run out mid-roast. We check what's at the kerb, cost the conversion of each appliance (jets and regulators have to be swapped) and you can make the call.

You need one every time gas work is done. You get a copy for your records, which matters at sale, insurance and strata inspection time.

Either. We work as the plumbing trade for builders (rough-in and fit-off to their schedule), and we also take on complete bathroom, kitchen and laundry renovations directly.

Yes. We'll check it meets Australian WaterMark standards (required by code) and that the water pressure at the property suits the fixtures you've chosen. If we have any concerns about a fixture's quality, we'll let you know before it goes in.

Yes, it's common for new dishwashers and ice-maker fridges. We work with what the kitchen cabinets allow, which sometimes means a slightly longer run of flexi line hidden in the toe-kick.

Yes, we work across domestic, commercial and civil. From a single tap repair to council-spec stormwater infrastructure, sewer mains, excavation and developer fit-outs. We have the equipment and the licensing to handle the big jobs as well as the small.

Yes. We provide the invoicing, scope and documentation strata managers need, with clear line-items on the invoice so they can pass through to the owners' corporation.

Yes. Annual backflow prevention testing, with the certificate issued to you and a copy to Hunter Water.

Your Trade Waste Agreement with Hunter Water specifies how often the trap needs pumping (typically every 1–3 months depending on volume). The pump-out itself is done by a licensed liquid waste contractor.

Yes. Excavation and trenching are part of our civil plumbing work.

Yes. We handle the Hunter Water tapping point application, the physical connection, and the paperwork sign-off at completion.

Standard on every excavation we do. Service locating happens before the excavator starts.