Can you tell us about your renovation project and why you chose to work with Expert Plumbing as the plumbing contractor?
We purchased the house four months ago for my daughter and her husband to live in. It was a 120-year-old house that needed some TLC because it had been let go. The challenge for me was that I’m from interstate, so I didn’t have the building contacts I have locally. I was reaching out and feeling very aware that I didn’t know people. There is a risk that goes along with that. I felt Expert Plumbing was a company I could trust, and that was born out throughout the process. I felt confident in using them.
The project was challenging because it was an old house with many unknowns. We had to do some excavation work. Along the way, I found the Expert Plumbing team to be good to work with. Communication was good. I had contact with both Leigh, the business owner, and Ash, who was doing the work. They responded to my calls and contacted me if they had any concerns. What was quite a tricky job worked out quite successfully, and I’d be very happy to use them again.
What renovation plumbing challenges did you face, and how did Expert Plumbing help resolve them?
We significantly changed the layout of the plumbing in the house. What was the toilet became the kitchen, and where the kitchen became the toilet, and the shower had a very different layout. So, when I started prepping and doing the demo work, I could see some issues with how plumbing had been done previously and how they had the venting.
Some things needed to be fixed for us. We wanted to maximise the backyard area and the way t the plumbing was done previously didn’t work well. They had all the pipes running on the back wall, and they had the vent pipe where we didn’t want it. So, we only knew once we started excavating what the actual layout would look like and what the condition of the piping would be.
I know Ash faced some challenges in achieving what we had asked him to do. He’d bend over backwards to achieve what we were seeking, but it was challenging. That’s where the trust element came into play: they couldn’t contract on the job because they couldn’t see the whole picture. They didn’t know what they didn’t know. Leigh gave me a competitive rate, and I certainly developed confidence in Ash. He wasn’t wasting time. He was finding the most efficient way to achieve the desired result. It ended up in a good space, but it could have easily gone wrong with a different contractor. I could have very easily been taken advantage of. Part of the challenge was that because I’m not from Melbourne and I was only down there when I could get away, a lot of consultation was done by phone, which is not the easiest way to work.
How would you describe the process of working with Expert Plumbing as your plumbing contractor throughout your renovation?
It was a positive process from the outset. Leigh arranged for someone to meet me on-site. We had a look at the job. I had already done some excavation so they could see what was there. That flagged for them that there were going to be some challenges. We talked about ways we could approach the project. As I said, Leigh had some concerns about pricing because of the unknowns. So, we negotiated a rate I was happy with, and I asked him to keep me in the loop.
One of the challenges of supervising from a distance is needing to be on-site. I just asked Leigh to keep me apprised of issues as they arose, and we sorted those out over the phone. When I was down there, I was able to meet with Ash on several occasions. They were easy to work with.
Ash was forthcoming with good ideas. He had lots of suggestions. I didn’t take them all on board; he was okay with that. Ash was trying to do his best to help me achieve the outcome I was seeking for my daughter, so that went a long way towards building a relationship. Leigh was always responsive to the calls and easy to talk to. They did some things for me that they didn’t need to do. They went above and beyond, so I was really happy.
I wasn’t happy with all the contractors on the job—don’t get the sense that I’m the easiest owner! But I knew what I wanted to achieve. I’m a good communicator, and the Expert team are good communicators too. We could work through the challenges that arose and land in a good space.
Were there any moments during the project with Expert Plumbing that exceeded your expectations?
Yes. There were a few challenges and things I wanted, and they guided me. I was considering minimising our electricity and plumbing expenses for my daughter when she moved in. I was inclined to go towards a heat pump. They steered me away from the heat pump just because of the circumstances of the house. My intention was to put solar on down the track. They gave me a clear understanding that it would be more cost-effective in the long run and in the short run to go with a conventional hot water system.
I was trying to minimise the visual impact. So, there was no ugly plumbing, no ugly appliances. They worked with me. We put it somewhere out of sight but still easy to get to if we needed to work on it. So, guidance around that stuff was useful. Ash had worked on some pretty high-end projects, and he gave me a good idea of what was doable these days because it’s been a few years since my last reno. He had some excellent tips and tricks about current trends. That advice was appreciated.
How did Expert Plumbing help ensure the renovation plumbing work stayed on schedule and within budget?
They achieved that by not wasting time and using their time efficiently. It wasn’t a contracted job, and there was an element of trust there. I developed confidence that they were using their time effectively and being efficient with their time. I had negotiated a good rate, and I knew it would cost simply because it was a 120-year-old heritage-protected house that needed to jump through hoops and keep the council happy. So, they just worked efficiently, and it cost money, but it cost what it cost. I’m confident that it cost what it needed to cost, but not more than that, if that makes sense.
How did you feel about the quality of the plumbing materials provided by Expert Plumbing for your renovation project?
Expert Plumbing put me on to a supplier in Melbourne who deals with quality products. So, we fitted out with quality plumbing fittings throughout, and my experience has been that that’s a better way to go for a project like this. It is a long-term residential renovation, so we weren’t flipping the place. It was a long-term proposition. Expert put us on to a good supplier of quality products, and we were very happy with that.
Did you feel supported or well-informed by the team at Expert Plumbing during the renovation plumbing project?
The thing that sets them apart is their communication skills. I was only there part of the time, and a lot of contact was by phone. The way they communicated gave me the confidence to deal with them, whereas I had less confidence in some of my other contractors. Everything they did was quality, and they gave me smart advice, but their communication stood out for me.
What advice would you give someone considering a renovation, especially regarding plumbing?
Build relationships. If I do more work in Melbourne, I now know a trusted plumbing contractor. Without that, the risk of your project going off the rails is magnified. So, that’s my advice: Just build relationships. I’ve got relationships here where I live, and this project allowed me to start building relationships in Melbourne.
Would you recommend Expert Plumbing as your preferred Melbourne renovation plumbing contractor, and why?
I have no hesitation in recommending Expert Plumbing. I had a really positive experience and developed a relationship with them. I would have no hesitation in using them again. I was pleased with the quality of their work, their advice, and their willingness to respond quickly to queries and keep me in the loop with what was happening on-site.