Customer Support

Support Hub

Welcome to the PIPS&PUPS LTD Support Hub, dedicated to providing swift, comprehensive assistance for all your service needs. Our expert team stands ready to answer questions and resolve challenges quickly and professionally.

Book a Support Visit Contact Support

Available UK-wide for individuals, households, and businesses.

How We Help

Discover the full spectrum of support options we offer, whether you are an individual or a business client. From troubleshooting to guidance on bookings and services, we ensure you always feel confident and informed.

Individuals & Households

Get friendly, jargon-free help for everyday lifestyle assistance, home appointments, and one-off services. We will guide you through bookings, rescheduling, and service updates step by step.

View services we support

Business & Organisation Support

From ongoing arrangements to ad-hoc projects, our team supports your account, service plans, and tailored solutions, keeping everything transparent, predictable, and on schedule.

Explore business solutions

Before, During & After Service

We assist at every stage – from selecting the right option and requesting quotes, through to day-of support and aftercare checks, including feedback and issue resolution.

Request a quote

Live Chat Assistance

Get immediate answers via our live chat, accessible during business hours. Our support agents are available to resolve general inquiries, technical issues, and service concerns in real time.

  • Ask quick questions about bookings, timings, or service details.
  • Get help with updating your contact details or preferences.
  • Receive step-by-step guidance while you complete a form or booking.

Live chat is typically available Monday to Friday, 9:00am – 6:00pm (UK time).

Submit a Request

Use our dynamic online form to submit support tickets, report issues, or request follow-up. Every inquiry receives a tracked, prioritised response for your peace of mind.

Enter the name we should use when contacting you.

We will send updates about your request to this email.

Include any relevant booking dates, locations, or reference numbers so we can help you faster.

By submitting this form you agree to our Privacy Policy and understand how we handle your data.

Phone & Email Support

Prefer a conversation? Reach us by phone or email for personalised assistance, with dedicated agents trained to address every aspect of your experience.

Phone support

Speak directly with a trained member of our UK-based support team for urgent queries or in-depth guidance.

Hours: Monday – Friday, 9:00am – 6:00pm (UK time)

Email support

Ideal for non-urgent questions, updates, or when you would like a written summary of next steps and options.

We aim to respond to all emails within one business day.

Go to Contact Us page Schedule a call-back

What to have ready

To help us resolve your query quickly, it is useful to have:

  • Any recent booking or quote reference numbers.
  • The postcode where the service is taking place.
  • Preferred dates and times, if rescheduling.

Knowledge Base

Browse our self-service portal packed with guides, FAQs, and step-by-step tutorials designed to empower you to resolve common issues independently.

Popular topics

  • How to request or update a booking.
  • Understanding service options and pricing.
  • Changing or cancelling an upcoming visit.

Helpful resources

  • Step-by-step service preparation checklists.
  • Accessibility features and alternative formats.
  • Answers to our most common support questions.
View site usage information Read how we protect your data

Track Your Request

Easily check the status of your support ticket or service inquiry using our online tracking system — transparency and timely updates are part of our promise.

You will find this in the confirmation email we sent after you contacted us.

Onsite & Remote Support

Depending on your needs, choose from remote troubleshooting or onsite visits for hands-on help with repairs, installations, or consultations.

Remote support

Ideal for quick troubleshooting, clarifying service scope, or walking through forms and preparation steps together over a call or video session.

Onsite visits

When a personal presence is needed, our vetted professionals can visit your home or business location across the UK for practical, hands-on support.

Arrange onsite or remote support See supported services

Customer Feedback & Resolutions

We take your feedback seriously and use each case to improve our services. Read selected real-world resolutions to see our commitment in action.

Scheduling issue

Last-minute reschedule made easy

“A customer needed to move a home visit at short notice due to an emergency. Our support team quickly reviewed availability, offered two new slots the same week, and confirmed the change by email and SMS within 15 minutes.”

Outcome: booking updated without extra fees, with a clear written summary for the customer.

Accessibility support

Tailored communication preferences

“A customer with hearing loss requested written-only communication. We noted their preference, adjusted confirmation templates, and made sure all updates were sent by email and SMS instead of by phone.”

Outcome: the service went ahead smoothly with communication that worked for the customer.

Business support

Clarifying an ongoing service plan

“A small business owner contacted us to understand recurring visit options. Support walked through each tier, shared a written comparison, and scheduled a follow-up call once they had reviewed it with their team.”

Outcome: the client chose a plan that matched their budget and workload, with full cost transparency.

Read more testimonials Share your feedback

Accessibility & Special Assistance

Our support is fully accessible for users with disabilities, with options like screen reader-optimised content and alternative communication channels.

  • Screen reader-friendly layouts with clear heading structures.
  • Options for written-only communication if phone calls are not suitable.
  • Extra time allocations for appointments on request.
  • Support in preparing for visits where mobility or sensory needs are a factor.

If you have a specific access requirement, let us know when you book a service or contact us and we will work with you to find the best approach.

Our commitment

We review our accessibility approach regularly and welcome suggestions from our customers.

Learn how we handle personal information

Escalation Policy

For particularly complex or urgent challenges, our clearly defined escalation process ensures prompt, expert intervention and fair outcomes.

  1. First response: your query is assessed by our front-line support team, who aim to resolve it at the first point of contact.
  2. Specialist review: if more investigation is needed, your case is passed securely to a specialist with the right expertise.
  3. Manager escalation: for unresolved or sensitive matters, a senior team member reviews the case and agrees next steps with you.
  4. Follow-up: we confirm the outcome in writing and explain any options for further review if you are not satisfied.

If you feel your case requires escalation, please mention this when you contact us or when you submit a new request.