Drainsmart Ltd

As a Bromley-based business owner, I have used Drainsmart for a number of years, both professionally and personally. I have always found them to be reliable, efficient, competitively priced, and a pleasure to deal with. Their service is consistently excellent, and I would have no hesitation in recommending them.

I used drainsmart for a CCTV survey as part of drawing up our plans for an extension. They were very helpful and informative and were able to come out the next day. We had the report within 3 days. I’d recommend for CCTV surveys.

Couldnt recommend highly enough. Tony's team have worked for us before and when we said we were worried about rats in our drainage he sent his team for 8am the next morning. Everyone we've met from the company has been knowledgeable, friendly, thorough and reassuring. They work hard, do things properly with fair pricing. Thank you

Jake and his fellow team were fantastic. We were quite stressed about the drainage issues we had and they were excellent finding a good solution for us, took time to explain everything and left our driveway tidier than when they started. Would highly recommend.

Very disappointing experience. I initially instructed Drainsmart for a CCTV survey costing £294. Even at that early stage, communication was difficult and I had to do a lot of chasing just to get responses and move things forward. Following the survey, their report said that the accessible private drainage system was “generally in a satisfactory structural condition”, although they identified a circumferential fracture, an obstruction and cement intrusion requiring remedial works. I then proceeded with the initial works they recommended, which came to £1,030 plus VAT. Again, communication was poor and I had to spend too much time chasing for updates and clarity (multiple people phone calls and emails just to get an answer). After already paying for the survey and having the initial works done, I was then presented with a further proposed scope of works at an additional £2,560 plus VAT. What concerned me was that the later position did not sit clearly with the wording of the original report, which had described the accessible drainage as generally satisfactory apart from the specific defects identified. I was also sent video footage which, in my view, did not clearly show the defects they were then referring to in order to justify the further £2,560 plus VAT. Because of that, I sent an email on 21 February asking for clarification and further evidence, including in relation to the condition of the remaining pipework and the basis for the additional recommendation. I never received a response to that email. To make matters worse, their original report also stated that if the recommended repairs were instructed within 6 months, the cost of the initial standard survey would be deducted from the charge. That deduction was not applied to the invoice. My issue is not that I objected to paying for work that was properly evidenced and explained. My issue is that: - I had to do too much chasing after the initial £294 survey - I had to do too much chasing after the initial £1,030 plus VAT works - I was then presented with a further £2,560 plus VAT proposal without clear supporting evidence in the video provided - when I asked reasonable questions and requested more evidence on 21 February, I received no response - even the survey deduction mentioned in their own report was not reflected on the invoice If a drainage company is recommending works of this scale, it should be able to explain clearly what is wrong, show where that is evidenced, answer reasonable client questions, and invoice correctly in line with its own report. Overall, I found the service frustrating, poorly communicated and lacking in transparency. I would not use them again and I have no idea how they have so many 4 and 5 star reviews. **Editing my review to respond to the below response from Drainsmart which is not factual. I literally have the emails and phone call logs to hand that they say they did not receive. The actual timeline was: - 22 Jan: I emailed instructing the remedial works. No response - 26 Jan: I chased. Response received 29 Jan - 29 Jan: I replied clarifying scope. No response - 2 Feb: I chased again. Response received 3 Feb - 10 Feb: I emailed requesting an update on the failed hydraulic test, CCTV footage and a breakdown of further works. No response - 12 Feb: I chased by email. No response - 12 Feb: I phoned and was told someone would get back to me. Nobody did - 14 Feb: I chased again by email. No response - 17 Feb: I phoned again. Was told someone would get back to me. Nobody did - 20 Feb: Drainsmart finally emailed with the additional £2,560 plus VAT proposal - 21 Feb: I replied with queries about that proposal and the alleged defects. No response, until the started chasing for an (incorrect) invoice a month later This was not a case of one call on 17 February followed by silence from me. Also, their original report states that if the repairs were instructed within 6 months, the cost of the initial standard survey would be deducted from the charge, so again, their response is not factual.

Thank you to all those at Drainsmart! Not only were you all friendly, kind and courteous, you were really quick to handle our call and completed our job in no time at all. The crew that came were helpful and answered all our questions. Thank you once again you will highly be recommended by us in the future.

Our drainage systems needed some serious TLC. The team was experienced, efficient and left everything neat and tidy. They are trustworthy, nice people and we recommend them.