Working out a fault
Error codes, tripping, no heat, a leak or a noise. We’ll help you narrow down what’s going on and what to check next.
UK-wide, by phone or video call
Hot tub consultations
Talk your hot tub through with an independent engineer. Send us photos or a short video first, then we’ll go through it with you on a phone or video call, wherever you are in the UK. Afterwards, you’ll get a short written summary by email.
Request a consultation time
£35 for the first 30 minutes
Site visits are only possible in our Cornwall area.
5.047 reviews on Google- Working on hot tubs since 2002
- Hot Spring factory-trained in California
- EAL and City & Guilds electrical qualifications
- Pool Plant Operator (PPO) qualified
- 12-month guarantee on our work
- £2 million public liability insurance
What it’s good for
When a call can help
A consultation is a chance to talk your hot tub through with an engineer before you spend money on it.
A second opinion on a quote
Been quoted for a repair or a new part? We’ll go through it with you, so you know what you’re paying for and what to ask.
Buying a used hot tub
Send us the advert and photos, and we’ll tell you what to look at and what to ask before you hand over any money.
Choosing a new hot tub
We don’t sell hot tubs, so you get independent advice on what to look for, not a sales pitch.
Holiday-let routines
Talk through a changeover and water-care routine for your guests and cleaners. We’ll point you to the HSE’s HSG282 guidance, but we can’t sign off compliance.
How it works
From request to summary
- 1
Send a request
Use the form below and choose two or three days that suit you. Tell us what’s happening.
- 2
We confirm a time
We’ll check the diary and confirm a time by phone or email. We take payment before the call, by Stripe payment link or bank transfer.
- 3
Send photos or a video
Send your photos or a short video on WhatsApp or by email before the call, so we can look at them first.
- 4
Talk it through
We’ll ring you, or video call you on WhatsApp or FaceTime, at the agreed time. The first 30 minutes are covered by the £35 fee.
- 5
Get a written summary
Within two working days of the call, we’ll email you a short summary of what we discussed and what to do next.
What to send
Photos help a lot
You don’t need all of these. Send whatever’s easy, and the more we can see, the more useful the call will be.
- A photo of the equipment bay, if you can get the side panel off safely.
- A photo or short video of the control panel, showing any error code.
- The make and model, if you know it. It’s often on a label inside the cabinet.
- Photos of any leak, damage or burnt-looking parts.
- For a second opinion or a used tub: the quote or the advert.
Videos are often too big to upload, so send them on WhatsApp.
Safety first: only take a panel off if you can do it safely. Switch the hot tub off at the isolator first, and never touch the wiring.
Prices
What a consultation costs
| Consultation, first 30 minutes (minimum) | £35 |
|---|---|
| Each extra 15 minutes, agreed on the call | £8.75 |
| Written review of photos or documents, without a call | Quoted in 15-minute blocks |
- We’ll only go past 30 minutes if you agree to it on the call.
- We take payment once your time is confirmed, before the call, by Stripe payment link or bank transfer.
- The short written summary, emailed within two working days, is included.
- Cancel at least 24 hours before for a full refund, or rebook and your payment carries over. Cancellations with less than 24 hours’ notice aren’t refunded.
In Cornwall?
If you need a visit
Consultations and site visits are booked and charged separately.
If the call shows a site visit is needed, we can book one as a normal call-out: £75, including the first hour, then £35 an hour, plus any parts.
Site visits are only within Mid and West Cornwall, from Bodmin and Newquay to Penzance and everywhere in between. Further afield, a call-out isn’t possible, but a consultation works the same wherever you are.
Good to know
What a consultation isn’t
- It’s based only on what you show and tell us. We can’t test anything over the phone.
- It isn’t a substitute for a site visit. Some faults can only be found by testing on site.
- We can’t certify or sign off electrical safety, or compliance with HSG282, from a call.
- It isn’t legal or insurance advice.
- We can’t promise every fault can be fixed. Sometimes the honest answer is that a repair isn’t worth it, or a part is no longer made.
Any hands-on work, especially on the electrics, should be done by a suitably qualified person. If anything looks or smells burnt, or keeps tripping, switch off at the isolator and leave it off.
Inspections and reports
Need something in writing?
If you need a written report on a hot tub, for example for an insurer or a warranty claim, we can do inspections and reports by arrangement. Each one is quoted separately.
An inspection means a site visit, so it’s only possible in our Cornwall area. Mention it in your request, or get in touch, and we’ll tell you whether we can help.
Google reviews
Advice customers found useful
5.0
From 47 reviews on Google
“I gave Jon a call over the weekend, and he gave me advice over the phone - which actually lead to me sorting out the issue, free of charge (because he didn’t have to come out). That really is awesome service. Thank you, Jon!”
“Called Jon last minute as the hot tub stopped working and Jon messaged straight away to say he was on a job and would get back to us asap and he did, called this evening and was so so helpful!! Explained to my husband about things he can check himself and he was so honest to explain that it might be something we can fix before he comes out. If the problem can't be solved we will 100% call Jon out to help us, thanks Jon! This is what customer service should be like everywhere!”
“Had the pleasure of speaking with this gentleman for an extended amount of time today and I cannot sing his praises enough. Incredibly knowledgable, passionate and eager to share his passion. Resolved my issue and equipped me with the skills to better tackle the task myself in the future.
If you have an issue with your spa, hot tub help is the name to go to.”
“John is great at what he does. Always happy to provide sound advice and really knows his stuff. If you are in Cornwall and have an issue with your hottub this is the man to ask for help.”
“I recently had a hot tub service which was thorough, in depth and above and beyond expectation. All my many questions were answered honestly and I have saved money through practical advice and guidance. totally recommend.”
Book online
Book a consultation
Pick a time and pay when you book. It’s £35 for the first 30 minutes, by phone or video call, anywhere in the UK.
- £35 for the first 30 minutes, paid by card when you book.
- Choose a time from the slots shown. You’ll get a confirmation email straight away.
- If we need longer, each extra 15 minutes is £8.75, and only if you agree to it on the call.
- Cancel at least 24 hours before for a full refund, or rebook and your payment carries over. Cancellations with less than 24 hours’ notice aren’t refunded.
Online booking coming soon
Until it’s ready, ring us during our opening hours (Monday to Friday, 9:30am to 5:30pm, and Saturday, 10am to 1pm), send us a WhatsApp, or request a time and we’ll confirm it.
Request a time
Request a consultation time
Tell us about your hot tub and choose two or three days. We’ll come back to you to confirm a time.
Questions
Consultation questions
Do you do consultations outside Cornwall?
Yes. Consultations are by phone or video call, so they work anywhere in the UK. Site visits are only possible in Mid and West Cornwall, from Bodmin and Newquay to Penzance and everywhere in between.
How much does a consultation cost?
It’s £35 for the first 30 minutes, which is the minimum. If we need longer, each extra 15 minutes is £8.75, and we’ll agree that with you on the call first.
When can we talk?
During our opening hours: Monday to Friday, 9:30am to 5:30pm, and Saturday, 10am to 1pm. Choose two or three days on the form and we’ll confirm a time.
How do video calls work?
We use WhatsApp video, or FaceTime if you prefer. All you need is a phone or tablet, and it helps to be able to point the camera at the equipment bay and the control panel.
Can you tell what’s wrong from photos?
Often we can narrow it down a lot, especially with clear photos of the equipment bay and the control panel. But some faults can only be found by testing on site, and we’ll tell you if that’s the case.
What if I need a visit afterwards?
If you’re in our Cornwall area, we can book a site visit. It’s separate from the consultation and charged as our normal £75 call-out. See our hot tub repair page for what a visit involves.
Can you sign off my holiday-let hot tub?
No. We can talk through your routine and point you to the HSE’s HSG282 guidance, but a call can’t certify compliance or electrical safety. For hands-on help in Cornwall, see our holiday-let hot tub care page.
Are you tied to a hot tub brand?
No. We’re independent, and we don’t sell hot tubs, so our advice on buying isn’t a sales pitch.
Not sure a consultation is right for you?
Give us a ring during our opening hours and we’ll tell you whether a call, a visit or something else makes most sense.
In Cornwall and need a visit? Go to our booking page instead.
Site visits
Where we can visit
Consultations work anywhere in the UK. Site visits cover Mid and West Cornwall, from Bodmin and Newquay to Penzance and everywhere in between.
See the 18 towns we cover
Somewhere else in Cornwall? Just ask. Every area we cover