Having experienced a major leak in a 54mm length of pipework, I called Aspect and spoke to customer assistance. I advised that the repair required was detailed and involved and I painstakingly talked the customer advisor through the job making clear that it was not a simple leak under the kitchen sink. The advisor stated that the leak would be resolved and that the plumber will have all the required equipment. I again reiterated the issues and to confirm that the attending plumber would be fully briefed on the job. A booking for a commercial plumber was made to attend on Saturday the 16th of September. Considering that I am the Building Manager for the premises, I spent my own time waiting for the plumber. An hour before was due to attend I contacted a customer advisor again just to confirm that the plumber was aware of what was involved. I insisted that I spoke to the plumber. Eventually I was put through to the plumber was advised that he had only just received details of the job and that from the details of the job that I gave him he did not have the equipment on his van or was comfortable in doing the job. I then contacted customer service again and was advised that someone would have to come out and make an assessment before any works were conducted and that I would have to pay for this. Having just wasted a day of my own time and that the residents (150 apartments) had to suffer me turning the water off for 3 hours, I felt very aggrieved that I should have to pay for an assessment. If this job was done correctly in the first place having advised customer service a number of times, we would not have found ourselves in this predicament. This is very poor. I was not listened to - the advisor only interested in obtaining my credit card details and then despite how I have been messed around, expected to pay for an assessment. Who is going to pay for my time on Saturday?