Questions to Ask Any Water Installer

Choosing the wrong installer is usually more expensive than the system itself. A botched borehole, a pump wired incorrectly, or a tank installed without proper overflow drainage can mean paying twice — once for the original job and again to fix it. This checklist covers the questions worth asking before you sign anything, regardless of whether you’re looking at a borehole, a rainwater harvesting setup, or a backup tank-and-pump system.

If you’re still working out which type of system suits your situation, the WaterQuotes how-it-works guide is a good starting point before you approach any installer.

Are you registered, and with whom?

Ask directly. In South Africa, certain water-related work requires registration with specific bodies — pump and electrical work falls under the South African Qualifications Authority framework, and any plumbing connected to the municipal supply must be done by a registered plumber under the National Building Regulations. A borehole that feeds into your household supply has its own compliance requirements under the National Water Act.

Ask the installer to name the body they’re registered with and to show you the relevant certificate or membership number. If they can’t, that’s useful information before you’ve spent anything.

What exactly does your quote include — and exclude?

This is where most disputes begin. A quote that reads “borehole installation” may or may not include the pump, the casing, the electrical connection, the header tank, the pressure vessel, or the final water quality test. Ask the installer to walk you through every line item.

Specifically ask:

• Is the pump included, or quoted separately?
• Are trenching, pipe runs, and electrical work included?
• Is a water quality test included at completion?
• What happens if they hit rock at an unexpected depth — who carries that cost?

As a rough guide, complete borehole systems in Johannesburg typically run R40,000–R150,000, with most falling between R60,000 and R100,000. Borehole pumps alone typically cost R15,000–R35,000 installed. Backup tank-and-pump systems typically run R20,000–R40,000, with whole-house setups around R55,000. If a quote sits well outside those ranges in either direction, ask why — there may be a legitimate reason, or there may not be.

Can you provide references from similar local jobs?

A credible installer working in Johannesburg should be able to point you to completed jobs of a similar type in the area — ideally within the past 12 months. Ask for two or three contacts you can call, not just written testimonials on their own website.

When you follow up with those references, ask: Did the job finish on time? Were there unexpected costs? Did the system work as described from day one? Would they use the same installer again?

If an installer is reluctant to share references, note that. It doesn’t automatically disqualify them, but it warrants more scrutiny.

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What warranty applies, and what does it actually cover?

Ask two separate questions: what warranty does the manufacturer provide on the equipment, and what warranty does the installer provide on their own labour? These are different things and both matter.

A pump manufacturer may warrant the unit for two years, but if the pump fails because it was installed incorrectly, the manufacturer warranty may not apply. An installer who warranties their workmanship for at least 12 months gives you a meaningful form of recourse.

Get the warranty terms in writing — specifically:

• Duration (parts and labour separately)
• What voids the warranty (e.g. power surges, owner adjustments)
• Who you call if something goes wrong, and what the response time is

Will the water quality meet SANS 241?

If the installer is connecting a borehole or rainwater harvest system to your household supply, the water needs to meet SANS 241, South Africa’s current drinking-water quality standard (2024 edition). Ask the installer whether they conduct a water quality test at completion and whether they’ll provide a written report.

For borehole water in particular, a quality test before and after installation is standard practice. The chemistry of groundwater in different parts of Johannesburg can vary considerably — hardness, iron content, and bacterial load can differ suburb by suburb. An installer who skips the water test is leaving you to guess about something you’ll drink.

What happens if something goes wrong after completion?

This is a question many homeowners forget to ask until they need the answer. Find out:

• Who is the single point of contact for a post-installation problem?
• Is it the installer directly, or a third-party service centre?
• What is the callout process and typical response time?
• Are callout and diagnostic fees included under warranty, or charged separately?

Given that Johannesburg Water reports non-revenue water of 44.8% in its 2024/25 audited figures — meaning nearly half the treated water in the system is lost before it reaches consumers — pressure variation and supply disruptions are a real operational context for any backup system. Ask your installer how the system responds to sudden pressure changes or supply interruptions, and whether any protection (pressure regulators, non-return valves) is included.

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What does the paperwork look like?

Before work starts, you should have a written quote, a signed agreement that references the scope, timeline, payment schedule, and warranty terms, and clarity on who is responsible for obtaining any required municipal permits. After work is completed, you should receive a compliance certificate for any electrical work, documentation for the pump and equipment installed, and the water quality test report if applicable.

If the installer is resistant to putting terms in writing, that’s a significant red flag. A straightforward installer has no reason to avoid documentation — it protects both parties. Ask for everything in writing, and keep copies.