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[sys] hello how can i help [usr] hi is [pii] there please [sys] [pii] can i ask who's calling [usr] tell him it's [pii] i used to work for you [sys] who [usr] [pii] i used to work for you guys [sys] best you [usr] just [sys] can see [usr] tell him that who you're on about [sys] all right no worries let me just see if he's available [usr] thank you [sys] mines are currently busy called for a short while and your call will be answered hello he's currently unavailable [usr] hello [sys] at the moment he's not in his office if [usr] it's [sys] you [usr] [pii] [sys] i can take [usr] there [sys] your contact number and i can get him i send him an email and i can get him to call you back [usr] no worries where [pii] [pii] there [sys] i can have a look for you bear with [usr] if [sys] me [usr] you want if you want more [sys] thank you for calling our staff will be with you as soon as possible hello [pii] you all right [usr] good baby no [sys] not bad mate not bad although this pleasure [usr] i'm at a job and i need to but the problem is it's on terminal pipe and the pipe's got a barrier around it and the water's following the barrier but i need to pick [sys] no [usr] it up [sys] it'll just come out the end of the barrier [usr] right [sys] you want me to the water shirt at the end of that white will be where where will pick it up [usr] that's what i was thinking [sys] that's the problem with that sleeve 10 mil [usr] 00 it's it's stumped you have to pick out about fucking 4 m of floor and [sys] and it's still going [usr] or i don't really know any other options to be honest [sys] well [usr] with you [sys] there isn't really with that you just you keep chasing it until you find it or you can cut and cap at the manifold if which one it is but you got to do the return as well you see it's not ideal but no just won't [usr] alright [sys] won't [usr] mate [sys] work mate [usr] no all right no that's fine i don't know anyone else that does leak detection [sys] i see no that's fine [usr] alright bud nice one [sys] mate you take it easy all [usr] alright [sys] right bye [usr] mate [sys] bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at on demand how may i help [usr] yes hello i was just making an inquiry as to how much it would be to have a call out for a block drain please [sys] right ok is this a domestic residence [usr] yes [sys] or a business [usr] it is domestic [sys] domestic we charge 100 and £70 inclusive of the ac to clear a standard blockage that's assuming there isn't any damage to the drains [usr] 1 70 including va t standard blockage and not including what was that [sys] that's inclusive of that [usr] sorry you said something after that standard blockage [sys] assuming [usr] not including [sys] there isn't any assuming there isn't any damage to the drains anything more serious going on but assuming it's just a standard unblock that's what you'd expect to pay [usr] right ok and is there a time limit on that how how long it takes them to do it or [sys] well [usr] is it just until [sys] it's [usr] it's [sys] normally [usr] unblocked [sys] it's normally up to about an hour but they'd let if it was going to be any more than that i mean it'd be very unusual for them not to unlock it within considerably less than an hour [usr] ok and i presume you'd need access to the property would you to flush the water through from the toilet to make [sys] well [usr] sure [sys] they [usr] or [sys] to they'd need access to any man holes it depends where the blockage is they to flush the loo and on just or at least for you to flush the loo just to check everything's going [usr] going [sys] through [usr] through [sys] clean without any [usr] ok [sys] blockages [usr] and [sys] they would need an adult person at the property as well over the age of 18 [usr] right ok that's fine and what else i was going to ask i think that's fine and what about if call out how long does it take you to come out or is there a specific time or day that [sys] it [usr] we can request [sys] it depends very much on the area how busy they are in that area i'd have to raise a job and then check the diary to see [usr] and [sys] when [usr] then [sys] someone [usr] work [sys] could [usr] it [sys] come [usr] there [sys] i mean it may well be it may well be today on the other hand it may be friday i mean it just does depend [usr] all right ok leave that with me and i'll find out availability and then of being at home and then i'll let [sys] absolutely [usr] right that's great [sys] ok [usr] thank you for your help then bye [sys] take care thank you

9Sales Lead

[sys] good morning [pii] hello [usr] hello [sys] hi you're through to [pii] [usr] hi i was just wondering if you might be able to help because it says you do emergency repairs [sys] what what's the issue with the property sorry [usr] it's a leak under the kitchen sink when i went to do some washing up last night i didn't realize where all this water was coming from and i think [sys] ok [usr] there's something worn away under the pipes under the sink [sys] ok [usr] and [sys] what area do you live sorry [usr] just outside of [pii] [sys] ok [usr] short [sys] that's [usr] lanes end [sys] tr isn't it [usr] [pii] [sys] thank you ok just bear with me a moment hello hi [usr] hi [sys] there unfortunately i haven't got a plumber in that area today the very earliest i'll [usr] -huh [sys] be able to get someone to you would be tomorrow afternoon [usr] sorry i'm working tomorrow that's why i've rang today [sys] unfortunately i haven't got anyone that i can send to that area you might be best off if you google local plumbers they might be able to get [usr] that's what i have ok all [sys] all [usr] right [sys] right [usr] then thank [sys] you're [usr] you [sys] welcome [usr] anyway [sys] thank you bye [usr] bye

9Sales Lead

[sys] thank you for calling dino rod partners with please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] in the home [sys] we record calls for quality and training purposes [usr] because he won't call me hello [sys] hello you're through to how can i help you today [usr] hi good morning the reason i called is i i already found out from your customer service that you guys charge 100 and £80 to unblock gutter in the garden do you also provide a receipt because obviously what it is gonna is er we're gonna be need the receipt we could ask the tens living upstairs to also pay half as well for the blockage do you provide a receipt [sys] you'll [usr] as well [sys] need to ring back there on monday cos the local office are not open now [usr] we're not doing it today we're doing it we're we're gonna book it in for monday or friday monday to friday or weekday because it's not cheap on the weekday we're told to book the block it for weekday i just wanted to know if you guys provide [sys] all [usr] a receipt [sys] right [usr] as well [sys] we do [usr] that's good that's good cos i can get them to pay half as well do [sys] that's [usr] you [sys] fine [usr] do do you do a year's insurance as well for if we if [sys] no [usr] we get blocked no [sys] we [usr] you don't [sys] don't no [usr] ok thank [sys] we [usr] you [sys] don't offer [usr] thank [sys] insurance [usr] you bye [sys] no [usr] bye [sys] all right you're welcome bye [usr] you too bye bye i just see

9Sales Lead

[usr] i go [sys] thank [usr] to see [sys] you for calling dino rod partners [usr] you [sys] with british gas please listen to the options carefully we can get you to the right team [usr] my [sys] if you need any help with a drainage problem press one [usr] on [sys] if you require our plumbing services press two or if you have did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred [usr] thanks [sys] to a customer service advisor [usr] huh [sys] we record calls for quality and training purposes [usr] right [sys] hi it's calling [pii] how can i help you [usr] hello i'm calling on behalf of my dad he's here with me he's got a problem with his water supply to his flat and we've realized that he needs a new valve put in we wanted to see if we could get a quote and get a book in [sys] ok for a quote i need to pass it to your local office because i can't give out plumbing quotes [usr] ok [sys] is that [usr] that's [sys] all right [usr] quite new [sys] no worries can i take your postcode [usr] it's [pii] [pii] [sys] ok i'm gonna pass you over to him now [usr] ok [sys] all [usr] thank [sys] right [usr] you [sys] have a nice day thank you for calling dino plumbing please note our calls may be recorded for training and monitoring purposes please select from the following options press one for an update on your plumbing appointment press two for a sales inquiry press three for any other inquiries [usr] doing that i'll explain it of course i you been somewhere else they put me through to me they put me through to your area i'm sure what the charge we put in there show what did it [sys] your call has been answered by a via ip office extension 142 is not available to leave a message [usr] ok [sys] wait for the tone when finished recording press hash for more options record at the tone [usr] i [sys] no message to send to access your mailbox press star seven to transfer to another extension press star eight when you are finished please hang up invalid [usr] and [sys] entry for help press star four invalid entry for help press [usr] electric [sys] four [usr] well where is it coming out from [sys] seven

9Sales Lead

[sys] hello [pii] [usr] i wonder if you can help me sir i've found your number saying diner i'd show them is that right [sys] what was that sorry [usr] i i've found your phone number saying [pii] is that right [sys] where [pii] [usr] at tamworth what's his 1000 here [sys] no we're to the [pii] office [usr] w would you would you sell them office then [sys] bear with me a second [usr] can you get me a pen [sys] we are sorry to keep you waiting a member of our team will be with you very shortly thank you [usr] can you get me a pen please [sys] hi apologies for the hold [usr] that's all right [sys] we do cover that area [usr] you do [sys] i do apologize [usr] can i can you just hold on a minute no i'll tell you what the problem is i've been chased i'm being chased by seven trent because they claim they found a water leak through one of their magic new meters right now do you do can you do underground pipe work or not [sys] what was that sorry [usr] i says i'm being chased by seven trent cos they claim that one of their magic meters that they stuck in the road shows that as a leak from my house but it after being spending the best part of the morning last week with no end of a magic machinery they found a could hardly find it themselves but i've now had a letter saying i've got to get it repaired but nobody tells me who repairs it and i'll come across your name and it said diner i serve them and i thought it said but whether you do underground pipework [sys] we do [usr] you do if i take this number down to ring you again some time was it [pii] [sys] bear with me a second eight [pii] [usr] [pii] [sys] [pii] [pii] [usr] 1464699 sell it [sys] that's it [usr] you do come to serve them [sys] we do [usr] i suppose you couldn't tell me any more any idea i'm looking through drain repairs drain cleaning no drain installation for a new drain drain service you can you can [sys] you [usr] now got some and it says you've got equipment to find where they are haven't you [sys] we have [usr] you any idea according to them according to a 77 bloke he he got some magic machine which he took all the water off don't and blew gas up it and finally found a little leak which he thinks may be round the back and it that's the only place he could find a leak or thinks it's coming from where he goes into the property into the back kitchen that would you be able to locate that yourselves [sys] we we have the camera survey that we have the cameras on engineer vans [usr] now how much would it cost roughly [sys] i wouldn't i wouldn't know how much you'd have to be quoted for that [usr] you've got no idea we're not talking [sys] no [usr] about thousands of pounds are we yes [sys] i'm i'm not too sure it all depends how how big the repair is [usr] well according to them it's next to nothing but this is the trouble [sys] is it you'd have to you'd have to obviously book in for a camera survey first [usr] hm [sys] which your camera surveys 100 and £90 [usr] ohh that's not too bad [sys] and then obviously we'd have to we'd go from there to see what we can pick up on the report [usr] right thank you i don't have to ask for anybody if i rang back to [sys] no you just just speak to anybody in the office [usr] [pii] [sys] [pii] [pii] [usr] [pii] right thank you very much have to ring you back thanks for [sys] all [usr] your help [sys] right then [usr] bye [sys] no problem thank you bye

9Sales Lead

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] what it it is [sys] we record calls for quality and training purposes [usr] can you not have [sys] good morning you're through to [pii] speaking how can i help [usr] good morning we've got a toilet that's blocked can someone come and come and have a look at it please [sys] is it a commercial or a domestic property [usr] domestic [sys] and do you have another toilet you can use or is that the only one [usr] we have got we have got one another one but obviously we'd it cleared today if at all possible [sys] unfortunately we we won't be able to get somebody out to you today do do you have british gas home care cover for plumbing and drains [usr] no [sys] the the earliest would be next week now [usr] ok all right in that case leave it thank you [sys] no worries sorry about [usr] ok [sys] that [usr] thank you [sys] take care bye [usr] bye what's it

9Sales Lead

[sys] thank you for calling dina rod buts with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning through today no speaking to how can i help [usr] i have an appointment booked on tuesday and i'm wondering if they're gonna just [sys] it's a bad line you you wonder what what you you broke up what are you wondering if they're gonna [usr] after the drains or [sys] sorry i can't make you out [usr] hey is that any better [sys] a little bit what are you wondering [usr] is that if they're gonna clear up all the water and everything the drains and locks [sys] and you've got an appointment already booked have you they'll clear it all up [usr] pardon [sys] if you go ahead if you go ahead they'll clear the blockage and clear anything that's er er around it that needs clearing yes [usr] it was the there's the drains on and then the whole pass is flooded because of it but one day [sys] they'll clear all that i can't make you out again but is that it it'll clear all that up [usr] i think that's that's it really thank you very much [sys] no [usr] alright [sys] worries at all right you take care bye bye now [usr] take care bye [sys] thank you bye bye bye bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening diner bar [pii] speaking how can i help [usr] good day you're speaking to [pii] from the british gas services department i have [sys] hi miss [usr] a customer on the line mrs son who is calling in regards to an appointment that was supposed to take place today she's [sys] ok [usr] just wanting to find out what's the what seems to be the issue [sys] unfortunately are they british gas customer [usr] yes yes [sys] ok [usr] they are [sys] ok the only thing is we can see the same screen as you because a the local office has closed six o'clock i won't be able to assist you need to just ring the engineer and find out where is he there will [usr] ok [sys] be a number on the when you open the job on the on your right side if you just scroll down there [usr] yes [sys] will be you can see the engineer you can scroll down call the engineer find out my [usr] is this is that the the franchise number [sys] the franchise has been i think they closed six o'clock if you scroll down then they will be and on the first page where summary all the details of the customer with you will be able to see what's which engineer has been dispatched and just call the engineer and find out how long it's gonna be [usr] ok [sys] or ask him to call [usr] no [sys] the [usr] problem [sys] customer thank you [usr] no problem [sys] take [usr] thank [sys] care [usr] you today [sys] thank you

9Sales Lead

[sys] hello thank you for calling diner rod central [pii] please note that calls may be recorded for monitoring and training purposes hello down road [usr] hi good afternoon [sys] good [usr] i [sys] afternoon [usr] just wanted to see whether it's possible to get a drainage engineer out to a property that i'm renting at the moment in [pii] they've [sys] huh [usr] got issues with a blocked toilet and sink in the bathroom can you help [sys] alright what's the post code of the site please [usr] one second i'll just get that for you take sorry here we are it's [pii] [sys] [pii] unfortunately you have reached the wrong office let me give you the correct office number one second [usr] ok [sys] the local office for that area is [pii] [pii] [pii] [usr] [pii] thank you aye [sys] no worries bye bye bye

9Sales Lead

[sys] thank you for calling [pii] please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two good afternoon [pii] speaking [usr] hi there i think i cut off earlier maybe i i don't know [sys] i can [usr] maybe [sys] hardly hear you sorry you're you're cutting in and out i can hear some [usr] right sorry i [sys] it's a wee bit better -huh how how [usr] just [sys] can i help you [usr] it's for we moved into a new house just about five weeks ago and there's a smell on and off in each of the different bathrooms that travel around the different bathrooms [sys] ok is any of your drains blocked do the toilets flush away do the sink [usr] no [sys] drain away [usr] -huh they all doing away there's no obvious [sys] right [usr] blockage [sys] we would suggest in the first instance it's a plumber that you you would get the only reason i'm saying that is we [usr] would it [sys] could [usr] be [sys] come [usr] ok [sys] out we could get the drains can't guarantee it's going to eradicate that smell because the jet in the drains clears a blockage a plumber would maybe look under your floor to make sure that the pipeworks all intact make sure that's nothing nothing's came loose or cracked and it's it's leaking no sewage or whatever underneath [usr] it's just because it's the smell it varies one day it can be one bathroom and the other day it can be the other bathroom [sys] as i said we can certainly get the drains and that for you but we just can't guarantee it would eradicate that smell you would be charged for that and [usr] sure [sys] don't charge you for something that's not going to resolve your issue [usr] aye [sys] if you maybe get a plumber in the first instance [usr] sure [sys] and ask him to look under the floor check out under your floorboards make sure all the pipeworks intact it could also be which is very nice [usr] right [sys] a rodent or something now again under the floor which is something that he would [usr] i know it's because because it moves around the smell [sys] it it could be [usr] er [sys] it could be a leak [usr] i don't think it would it can be in one bathroom one day and then the next day that [sys] -huh [usr] bathroom's fine and it's in a different [sys] it's [usr] bathroom [sys] it [usr] but it's all coming [sys] it's [usr] from [sys] just [usr] the [sys] that [usr] bathroom [sys] there's no obvious signs of of a blockage there what we could do is now we come out and do things to the drains but it just can't guarantee it's going to take that smell away [usr] -huh ok no that that's great thank [sys] ok [usr] you for your advice then we'll go for [sys] and then if not give us a wee call back [usr] that [sys] if you if you want us to come out and get the train that's not a problem we can get that sorted for you ok [usr] brilliant [sys] thank you [usr] for [sys] thanks [usr] your help [sys] bye bye [usr] thank you thanks bye bye

9Sales Lead

[sys] thank you for calling dino plumbing yorkshire links please note all our calls are recorded for training and monitoring purposes please wait to be connected to the next available member of our team thank you good afternoon dianno plumbing [pii] speaking how can i help [usr] hello i've got my drains are blocked horrendously [sys] that [usr] i think it's coming [sys] whereabouts are [usr] i'm [sys] you [usr] in [pii] [sys] right i don't do the drainage from this local office can i do you have a a british gas home care agreement [usr] a what sorry [sys] british gas home care plumbing and drainage agreement [usr] no [sys] you don't [usr] no [sys] right ok can i give you the number then it's double 142 [usr] hang on a t what's what's [sys] they'll know [usr] what [sys] i've [usr] are [sys] got [usr] they [sys] to [usr] for [sys] play that's for the dino rod we're dino plumbing [usr] you're all right right there's many numbers right go on then thank you [sys] double 142 [usr] double 142 [sys] 34 [usr] 34 [sys] 56 [usr] 56 [sys] 78 [usr] right right and that's for [sys] all [usr] the actual [sys] right thank [usr] diner [sys] you that's [usr] rock [sys] the dino rod [usr] right fabulous [sys] the dino rod that covers your area [usr] ok [sys] ok [usr] thank you [sys] thank [usr] bye [sys] you bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes british gas my name is how can i help [usr] hi i'm just calling with regards to the services services [sys] do you have an account with or you don't [usr] no i no i don't i'm just waiting for a query first because i can't see what i was looking for on the site [sys] ok what's the problem in the property [usr] do you do rap blockers them just the of the traps the the valves the one way valves to stop wraps in part in the pipe [sys] no [usr] you [sys] sorry what what what what sorry stop did you say [usr] no do you to stop racks from coming up the pipes [sys] the are coming out to buy ok we we don't offer any such service [usr] you don't do that [sys] no we don't i'm afraid sorry [usr] ok no problem all right thank [sys] thank [usr] you [sys] you bye [usr] all right [sys] bye [usr] bye bye [sys] bye

9Sales Lead

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] at how can i help [usr] good morning could you give me a quote for a call out for a lock of [sys] right [usr] hello

9Sales Lead

[sys] thank you for calling dina road our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry press two for an existing or completed service press three for accounts press four for reception if the extension number you are calling please enter this now good afternoon down road [usr] hi i'm just looking to see if i can get a technician out to have a look at a blockage [sys] whereabouts do you live please [usr] [pii] [pii] [pii] [sys] [pii] [pii] [usr] [pii] [sys] no worries give me two seconds please what house is it please [usr] semi-detached [sys] no worries [pii] did you say sorry [usr] [pii] [sys] three seconds sorry it's just loading just what i'm doing is i'm just loading google art here to have a wee look while i chat with you about it what is the issue you're having please [usr] the trains all down the side of the house are blocked there's a manhole in the driveway which is filled up pretty much to the top with water i tried i had two year olds i tried unlocking it myself and it's it's not going anywhere and then i spoke to in our water we're doing some work on our street and i asked him to have a look at it and they said that i guess the main line is clear and fine and i think that there's a blockage or potentially a collapsed fine on my property which is causing the blockage [sys] right [usr] but [sys] ok [usr] they said we need to get somebody out to have a look at it and figure out exactly what the problem is [sys] no worries i'll give you your options at the minute we're fully booked today unless you want it done out of hours and it would be more expensive if it can wait i can get either of these options done in the morning for you the first option would be a guy coming a technician and engineer coming along jetting the lines and with and he will have a camera but it is non recording and it will assist them in helping fix the issue it's 145 if you need a guy with a camera to record it for potential insurance claim or for you to go to us or anybody else to show what the damage is to get remedial work done then it's an extra £50 it's 195 [usr] ok [sys] now i'll be honest with you if there's a i'm telling you how to suck eggs here but if there's a collapse at the end of the line it's obviously a worst case scenario if there's a collapse at the end of the line then the camera is obsolete because there's nowhere for the waste to go and the camera can't see underground therefore what i would do is i would refund you the £50 for the camera if we're unable to do a survey for that reason if if we are then you obviously get you you get the survey within five days of the service being done though i try to get it next day [usr] ok [sys] the only [usr] ok [sys] advantage of having the survey is as i say it may well just be a blockage in which case we'll be away but if you do get the survey the advantage of it is you go to your insurance and show them or you want us to get it fixed and you show them have they any has any or any any reason why they would have said it was potentially collapsed [usr] the the guy that today had er cameras he went in from the the main are the mains entry point and they were all fine and he also tried to get we we jet thing to unblock it and he said it just it wasn't or something [sys] did he try and jet up stream from the street into your property [usr] he he get her from both sides [sys] right and he was he was unable to put a camera down or he did put a camera down [usr] he put a camera down from the the mains side from the [sys] he's [usr] the [sys] not [usr] street [sys] allowed to put it down [usr] but he he said he wasn't able to he he went up as far as he could and he was everything looked fine but there was he he he couldn't get the whole way up he said there must have been a blockage [sys] right what what i must tell you is now that it could potentially be a collapse of it is if we don't get it fixed you're still charged regardless we would be going out and i obviously don't know what he do what he has done apart from what you've told me but we would be doing the exact same thing only downstream rather than upstream we're not allowed to work on the street as he isn't allowed to work on your property we would be for the 145 we would be getting from the street down to push the waste out into the street for it to flow away which is what we generally do and then if you wanted to survey the camera would be put in to do the survey at whatever point you wish for it to be put in if it is a collapse you're still charged for whatever option of those you go to and there there isn't much you would it would be a worst case scenario which would be you would need it sucked out by a tanker now it is a lot more expensive and i understand that you're not totally sure if it's a food collapses yet but if it's a food collapse you need it sucked out and then the camera put down while it is sitting and dry to see and traced to see where the point of collapse is if that is the worst case if that's [usr] ok [sys] what it is [usr] ok ok the the other thing as well he mentioned was he he said [sys] sorry [usr] he [sys] i can hardly hear you [usr] there's [sys] could you speak up a wee bit [usr] a [sys] sorry [usr] sorry [sys] you're [usr] sorry [sys] ok [usr] the other thing [sys] that's better [usr] the n i water guy said was he thinks there's aaa trap or a trap [sys] began trap [usr] underneath or the front garden [sys] is that the garden with the bark in it has have you located it or has anybody located it or is it still suspected it's hidden in there [usr] well it's the first i'd heard of it until he mentioned [sys] right [usr] today [sys] fair [usr] we [sys] enough [usr] we only bought this house a year ago i don't know what was there before that garden [sys] i know what i mean [usr] but he he says based on what he could see from the street side he would assume that there's one in the garden underneath that park but he was he would need to dig all that up and potentially dig up part of the driveway to see if there is one [sys] generally sorry i'm trying to find i'm looking at other gardens in the street to see generally the trap is sorry number 80 you're in 85 did you say sorry [usr] that's right [sys] 85 and there's a there's a silver manhole to the left of your steps your front steps when you walk out the front door is that correct [usr] that's right [sys] is it clear [usr] it's filled up with water [sys] right ok i can see from the the subfloor vents below your front window that there's a bit of brick sitting in there on the ground which is obviously slightly going over the first vent closest to the front door and then just touching the bottom vent which obviously means that that that part of the ground has been pulled over and in terms of the trap the bn traps what you can do is now it's not a sure 100% way of sorting out of finding out but what you can do is you can and they're in my street as well you can walk up and down the street if if you want and where b and traps normally are is just slightly in the perimeter of the garden ie where your bark is in the corner normally of the house that's joined to the house that's beside it the the semi-detached what it is it's a vc victor clay pipe it's an old victorian pipe it's vertical and it's in the ground and it is it acts as a water sealed between your house and this main street to stop any bad smells or any rodents getting up the line they are quite notorious they're notoriously hard to deal with from our point of view because they're only a three inch pipe we can jet down them but you can't get a camera down them you can only get a camera [usr] right ok [sys] to the bottom of them from a different inlet if i was you i'm not saying for you to do this but if i if i was faced with the same problem as you i would go out with a spade or something it and tap the ground just behind your fence or sorry you lost your house i was going up and down there i would tap the ground and behind the fence on the wall all around there to see if you can hear it hit a bit of pipe because generally sometimes they're not [usr] ok [sys] covered and then i would [usr] ok [sys] if you are going to pull that bark up pull it up from the wall side toward the house rather than the other way because the likelihood is it's going to be closer to the fence than it is to the house [usr] ok ok [sys] all right or [usr] ok [sys] alternatively we can come out but it's a it i just must stress that if we're unsuccessful you're still charged [usr] ok all right well let me let me think about that [sys] no worries [usr] it's not not urgent i can i can i can give you a call back later today or tomorrow [sys] no [usr] morning [sys] problem [usr] maybe we'll take [sys] ok [usr] it from there [sys] thank [usr] then [sys] you bye bye [usr] all [sys] bye [usr] right [sys] bye [usr] very much bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one do you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning you're speaking to [pii] at how can i help [usr] i was just wondering if you could give me a rough estimate of the price i'm walking upstairs toilet [sys] what day are you looking for if you're coming out today you'd be looking at £237 or if you did it monday to friday 100 and 80 [usr] right no problem thank you i'll give you a call back [sys] no [usr] she is [sys] problem [usr] no one [sys] at all mate

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening thank you for calling you're speaking to [pii] how may i help [usr] hello good evening [pii] my name is an it's [pii] i'm calling from it's for an existing job with postcode [pii] [sys] just bear with me it's very very quiet and it's very hard to hear you [usr] sorry about that can you hear me much better now [sys] yes that's much better thank you [usr] sorry about that right yes it is for an existing job postcode is [pii] [sys] and how can i help you [usr] sure i have got the report here i just need a bit of clarification to be honest i can see that the leaking [sys] just [usr] from the overflow titan which means this problem has [sys] ok [usr] been [sys] bear with me bear with me can i just ask who what's the customer's name [usr] sure of course it's miss address [pii] [sys] ok ok i may not be able to give you clarification of anything just because i don't have that much details i'm out of hours booking [usr] ok [sys] you may need to call the local office [usr] ok [sys] next week what [usr] i [sys] what was it that you needed to know [usr] it's just the report is saying it's for the bath leaking it says bath leaking from the overflow item r for 10 minutes to test complete run water along the edges of the bath to test the seal and last doesn't [sys] that's [usr] say [sys] it [usr] nothing else [sys] no that's [usr] you [sys] all [usr] know [sys] i have on mine [usr] it's [sys] that's [usr] it's not telling [sys] all [usr] us if we need to tell the customer if she lent me doing it's not giving me enough information [sys] i can't [usr] or [sys] ii [usr] maybe [sys] i can't sorry [usr] sorry i didn't hear you the voice your voice just sweat off off lines [sys] that's all that i have here on an engineer's work but i do not have access to anything more than that we're the out of hours booking [usr] wow [sys] possibly the best thing that you can do is if [usr] yes [sys] i give you an email to the [usr] ok [sys] local office and then you can maybe [usr] right [sys] email them [usr] i do have i do have the email what i'm going to do i'm going to email them i'm going to ask [sys] ok [usr] them to just give us a bit of detail if [sys] sure [usr] she let me doing i will i will do don't worry yourself thank you much [pii] thank you [sys] do you want me to check that email for you [usr] if you want to i will tell you which one i have got as well [sys] if you tell me one you've got and i'll tell you if that's the [usr] sure [sys] local office [usr] let me check match made let me check my match made match made yes i have got match made here the email address is [pii] [sys] that will be that one yes [usr] perfect perfect thank you much [pii] thank you [sys] that's ok i'm sorry i can't help you anymore but i can only see what i've got on the booking here unfortunately i won't have any more details than that [usr] it's not it's not giving us enough information to be honest [sys] sure [usr] ok thank you [sys] all [usr] you [sys] right [usr] take care have a good evening take care [sys] thank [usr] bye [sys] you [usr] bye [sys] and you bye bye [usr] you're welcome take care bye bye bye [sys] bye bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good evening you're speaking with [pii] how can i help [usr] no we've we've got a a flood in one of our rented properties at saint edward's hospital leak and i don't know whether you could help or not just desperate [sys] sorry what is it that's in the property [usr] it's it's a drainage block the outside has has filled up it's in the basement and it's filled up and it's come into the into the cell into the basement itself [sys] right ok and have you got covered with british gas [usr] no no no i've got no cover nothing that [sys] right ok right let me just think are you the the landlord [usr] we don't know how long we can it's not been here and it was the next door neighbors that alerted us and we've come and it's come into the obviously into the basement to the house itself and it's it's chock a block outside my husband's trying to he's got some blood and that he's trying to do it but it's it's not [sys] is [usr] working [sys] it a that's blocked is it in [usr] yes [sys] in your property boundary or is it [usr] it's it's our i think it's our property it's a leasehold house it's a it's a leasehold and we've tried to get a hold of the the the people that maintain it to find out more but obviously we haven't been able to because we've only just noticed it well we only just come ourselves tonight we don't you know we've not been able to contact anybody really [sys] and it at this time of the night they they wouldn't [usr] you wouldn't do [sys] is [usr] anything [sys] it no is [usr] ok [sys] it the is it a shared drain is it a flat or a house or [usr] it's a house it's a it's a house it's an end of terraced house really [sys] right ok [usr] i well perhaps if we can try and perhaps just do something tonight and then just perhaps if we need you tomorrow have have you got somebody local that could come out tomorrow [sys] it is a rod that we use that as part of british gas [usr] all right [sys] it [usr] just [sys] really [usr] part [sys] just depends [usr] of [sys] obviously what what it is that's blocked [usr] ok [sys] if it's if it's within the boundary of your property [usr] well it's in the boundary it is in the boundary of our property yes cos it's in it's outside it's a little yard where the drain is which is blocked [sys] right ok and it's just that it's a block drain is it is it waste or anything that's coming back through or is it just kinda [usr] i i don't know why it is that stinks absolutely stinks i don't know what it is to be fair i have no idea [sys] right ok [usr] i i don't even know if it's our responsibility i i it could well be the estate management but obviously we've had to come in and we've had to move stuff and sort things out [sys] it's probably best if you if you check with that first [usr] ok [sys] then and it might well be that it's it's their responsibility [usr] ok [sys] but hope you get it sorted [usr] all right then all right then thank you [sys] ok [usr] all right thank [sys] thank [usr] you very [sys] you [usr] much bye [sys] bye [usr] bye bye bye [sys] bye [usr] bye bye [sys] bye [usr] bye bye bye bye [sys] right

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote good afternoon thank you for calling dino [pii] speaking how can i help [usr] hi good afternoon i would to book a maintenance service for my water heater [sys] what service sorry [usr] i would to book a maintenance service for my water heater it's broken [sys] a maintenance for a water heater [usr] yes [sys] is that the boiler is it or [usr] kiss me [sys] this is dino rod is is is that who you're looking to speak to is it [usr] yes yes water heater and my land my house lord asked me to call the diner dino road [sys] alright [usr] dino plumbing and [sys] what [usr] heating [sys] all right do you have home care cover [usr] excuse me [sys] s sorry [usr] home care what [sys] is it that this is dino rod is it the we don't deal with boilers is it british gas you're looking to speak to [usr] you only deal with the plan right [sys] no this water heater is it a boiler [usr] yes i guess it would be a boiler [sys] right and and do you have british gas home care cover [usr] no [sys] no we don't work on boilers you see we're we're a plumbing or drains company [usr] ok ok sorry sorry for bothering you thanks [sys] no not at all it's not your fault [usr] ok ok i might i might call the [sys] alright [usr] british guy to for for the [sys] well i could put you ii i could put you through to them if you want [usr] put me to what [sys] i could put you through to british gas if you want [usr] yes please that that that's the best [sys] ok bear [usr] please [sys] with me [usr] thanks you very much [sys] i can put you through there's just two people in the queue ok [usr] yes that's cool thank you very much [sys] ok [usr] thank [sys] no [usr] you [sys] no problem bear [usr] lovely [sys] with me [usr] i appreciate i appreciate it [sys] that's [usr] thank [sys] ok [usr] you hi good afternoon hello hello [sys] hello [usr] hello good afternoon how are you [sys] i'm good how are [usr] good [sys] you [usr] good thanks i i would i would to book a maintenance service for my water heater [sys] ok alright just a second can i please have your home care number [usr] sorry what number [sys] the home care number [usr] i sorry i i don't [sys] you got your money [usr] know about what this number is because we are renter and our hot asked me to call british gas to solve this problem hi can you still hear me hello hello hello the reception might be best hi can you hear me now hello hello can you hear me now hello hello hello can you hear me now

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our coming services press two or [usr] you doing [sys] if you have an existing home care policy it's three [usr] ok [sys] i'm sorry did that you can now book drainage services online in a few easy clicks visit [usr] ok [sys] dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and train purposes [usr] i don't [sys] good day my name is [pii] how can i help [usr] hi it's [pii] from the n center in [pii] i just want to raise an order for someone to come out to look at our urinal and i just wanted to know how much to put it through as when i'm doing the po [sys] i'm gonna put you through to the key accounts team just bear with me a quick second ok [usr] ok thanks [sys] all right then hello you're through to [usr] ok [sys] a accounts how can i help [usr] hi it's [pii] from the n center in frap i'm just phoning up i need to rate well book in for someone to come and have a look at iu i or because it's blocked i'm just it's not training through properly i'm just raising the po and i'm not sure how much to put put through as [sys] i mean we usually we can i just say 250 then if it's anything more [usr] 250 [sys] we just get it up uplifted [usr] ok [sys] but usually 250 if it's just for just for a standard blockage it should be that should be fine [usr] ok that's fine mate i'll raise it for 250 get that sent over today [sys] all right no problem pa [usr] all right cheers thank [sys] no [usr] you [sys] worries [usr] bye [sys] no worries bye bye bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] here at dino how can i help [usr] yes i'm trying to use your web i was trying to use your website to get a quote and it's just spinning out when i put the address in the issue i have is with the toilet ok now it's flushing but it's it's taking ages to go through and i have to use a mop or something to unlock it every single time i go now [sys] ok [usr] i've put i've put one of those long snake things through the length of that there's nothing seems to be blocked in the toilet it's further down [sys] all right ok and is this the only tool that you have access to or is there another that you're able to use [usr] no there's another toilet [sys] ok it would be a standard appointment with us and to have it unblocked it would start at 100 and £80 including the a t [usr] right ok because it said your your website says it's a fixed price [sys] it it does start at 100 and £80 for a basic unblocking [usr] but [sys] if it is more complicated it can be requoted by the engineer [usr] right ok that's great i just needed the price that's fine thank you [sys] not a problem at all have a wonderful day [usr] you bye bye [sys] bye

9Sales Lead

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year hi there you've reached [pii] at dino how can i help you [usr] hi ii i did a booking for an emergency call out on the blockchain an hour ago and i haven't heard [sys] today [usr] yes and i haven't heard i was supposed to get a message from the people who are gonna do it just giving me an idea of what i haven't i haven't [sys] they will call you before they arrive [usr] ok but there is is there any way i can tell roughly is it gonna happen today is it [sys] it's it's in within the four hour timescale of booking in [usr] ok four hours ok perfect that's good ok no problem thank you [sys] all right [usr] thanks [sys] then sorry about [usr] take [sys] that [usr] care [sys] i [usr] thanks bye bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening thank you for calling you're speaking to [pii] how may [usr] hi [sys] i help [usr] there i just wanted a quote for an outdoor drain that's in my garden that the kitchen sink and the guttering flow into but it's quite blocked at the moment [sys] ok is it overflowing at all [usr] only [sys] at the moment [usr] only with the no at the moment it's fine with normal rain it's fine but obviously we've been getting quite a lot of heavy rain just when it's heavy you dale [sys] sure a monday to friday standard unblock is £170 [usr] ok that's good in vhg [sys] would you [usr] i'll [sys] that [usr] come around [sys] is [usr] a bit and i can get back to you thank you bye [sys] all [usr] bye [sys] right thanks bye bye

9Sales Lead

[sys] thank you for calling dina rod glasgow please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts and finally option four for all other inquiries good afternoon speaking [usr] hello i'm looking for [pii] if he's available please [sys] sorry is down the phone to you sorry about that apologies [usr] bless you [sys] [pii] [usr] no it's ok [sys] and he's not in the office just now he's had to go to a job [usr] all right no [sys] ok [usr] no problem [sys] thank [usr] i'll try [sys] you thanks [usr] again [sys] bye [usr] thank you very much thank you bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help you today [usr] good afternoon this is mr [pii] i'm ringing from green at exeter airport industrial park we've our drains that seem to have backed up and they've flooded into our work area unfortunately [sys] ok [usr] ii i don't know our actual number i know is i'm supposed to go through key accounts [sys] key accounts [usr] i know we have [sys] right [usr] an account [sys] ok [usr] with you unfortunately i don't have the details at hand but then i i'm not normally the person who does this stuff and i'm the only person in [sys] ok no worries what i'll do is i'll pass you over to the key accounts department obviously they'll be able to help you there then is that [usr] smashing [sys] ok [usr] thank you very much [sys] no worries have a nice day [usr] and you mate cheers now [sys] bye bye

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes speaking how can i help [usr] hi i've got a block drain at the front of my house [sys] ok do you have a home care policy with british car [usr] no [sys] that's fine ok and is it a a property did you say where you live [usr] sorry can you speak up my phone's terrible [sys] sorry is it a property where you live [usr] yes [sys] and are you the property owner [usr] yes [sys] a standard unblock between the hours of eight and six monday to friday is 100 and £80 [usr] 100 and [sys] if [usr] 80 [sys] the engineer for a standard unblock [usr] wow that's a lot of money a lot more than i thought ok i'll come back to you on this [sys] sure no problem [usr] thanks very [sys] take [usr] much [sys] care [usr] bye [sys] bye now [usr] 100 and

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help hi how can i help [usr] hi we've got a a blocked kitchen sink and we need someone to fix it [sys] right ok is this regarding a domestic property or a commercial [usr] it's it's my it's a residential [sys] do [usr] property [sys] you have british gas home care cover for your plumbing and drains ok [usr] no [sys] can i take the postcode please [usr] se 23 three [sys] ok i'm just gonna double check if the office in that area are taking appointments but if i could just ask are the bathroom facilities affected in any way bathroom [usr] other [sys] facilities [usr] what facility sorry bathroom no no i mean we think it it it might be backing up a little bit into our bath but but it's it's usable at the moment [sys] right ok based on what you've described to me the soonest we'll be able to get an engineer sent out to you will be wednesday onwards depending on the availability of the office in that area in regards to price and procedure we don't have a call out fee we don't charge customers for the engineer coming out to the property but once they do they'll carry out an assessment they'll let what the issue is as well as a quote you will then need to agree to the quote for the engineer to start the work as it's payment upon completion cash or card and for during the week monday to friday within office hours 8 a.m. to 6 p.m. the starting price for unlocking is 100 and £80 and that's va included yes [usr] that's the soonest they can come ok [sys] no [usr] we'll [sys] of course [usr] have to look somewhere else i think cos we need [sys] that's [usr] this needs to and we need to have it fixed because we've had [sys] no [usr] this now [sys] it [usr] for [sys] won't [usr] a [sys] be any sooner [usr] days [sys] than wednesday no [usr] ok you can't come any sooner [sys] great [usr] than [sys] thank [usr] that [sys] you take care bye bye [usr] ok all right all right thanks for your help thanks bye

9Sales Lead

[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing [usr] right [sys] and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year [usr] finalize [sys] provided by local teams of highly trained [usr] for [sys] and equipped [usr] me [sys] engineers [usr] thank you [sys] good afternoon welcome to dino you're speaking to [pii] how can i help you right right [usr] hi good afternoon i need to speak to you about getting a er drain [sys] all right [usr] i've got some drain problems at my property [sys] we do sir [usr] i've [sys] yes [usr] already had you you guys you guys have already came out to me last week on the 25th to try and assist me but that couldn't get any farther do you do you guys do ac cv survey [sys] right and they [usr] you do what it what it what it is when i had the the gentleman he sells he lock the issue at my property and he told me it was a seven trent issue it was [sys] all right [usr] off to me not in my property it was out on and then when i got seven trent involved they told me that it wasn't them it was a developer issue because of the age of the property and the weather where it's located right what's [sys] it's very [usr] happened [sys] strange [usr] is now is i've gone i've gone back to them and they're telling me now that because obviously i'm the second owner of the home the two year warranty [sys] right [usr] is gone and they can't help me what i've done i've gone [sys] right [usr] through n h bc and they've given me a company to that need to come and do a cctv survey but they can't come till the [sys] no [usr] 12th [sys] i understand [usr] of the 12th of [sys] that [usr] june [sys] i understand [usr] now unfortunately cos i've already had this blocked issue with the toilet and the drain and sewerage for over a week i don't want to leave [sys] right [usr] it two weeks [sys] sir [usr] you see [sys] can i take your post code at home please if that's ok [usr] i'm wondering is that if if you guys are able to help me do that can you fit me in [sys] thank [usr] as [sys] you [usr] soon as possible please [sys] it'll be a second thank you very much [usr] you [sys] can [usr] can it's [sys] i take a note [usr] it's [sys] of your name [usr] s t [sys] and the first [usr] 189 [sys] line of your home address please [usr] t q [sys] thank you mister [pii] i could raise a job for you but [usr] it's [sys] i've got [usr] [pii] [sys] no indication [usr] and [sys] as to [usr] two [sys] availability [usr] butter up croft [sys] if you don't if you don't mind me giving you another phone number just to ring our local office the [usr] ok [sys] office that the engineer who attended are based at they can they can give you an idea of costings and precisely when they can turn up for you if that's all right [usr] ok [sys] thank you it's a local it's [pii] [pii] [usr] that's perfect [sys] [pii] [usr] yep [sys] give them give them a ring him now cos there about six [usr] yep [sys] just say he came out last [usr] ok [sys] week and engineer couldn't do anything cos said it was a it was a seven trent issue but seven [usr] yep [sys] trent saying no go back to developer and they said well it's exactly what you told me no but but i need cctv and then i'll get that sorted out with you sir thanks [usr] perfect [sys] take [usr] ok [sys] care [usr] that's [sys] thank [usr] fine [sys] you for your time bye bye [usr] ok i'll give them a call now thank you very much indeed thank you bye bye bye

9Sales Lead

[sys] good morning how can i help [usr] good morning this is [pii] the building supervisor at the james padget hospital [sys] hello there [usr] are you alright i wonder if we could possibly arrange to have a drain inspection please [sys] what is this a camera survey [usr] yes please [sys] what are we is it a lot or a little [usr] just just a little but what it was we had one of your guys coming in early part of this year to unblock a couple of our soga ways [sys] right [usr] and they got to a point where it was they couldn't go no further to do an inspection for us what he recommended we get the the main er the main runs sucked out get hoovered out [sys] right [usr] and we had we've had that done the drains are completely clear but to see whether there's any crack pipe a tree routes or anything that my manager's asked to get you guys back in to run the camera down now that everything's clear [sys] right bear with me two secs what i'm gonna do is i'm gonna pass you on to our further works department to see [usr] yep [sys] bear with me two seconds mines are currently busy [usr] did you manage to [sys] hold [usr] order those [sys] for a short [usr] things for [sys] while [usr] from rs [sys] and your call will be answered [usr] remind me to i just going through it are you able to watch any of those key things from rs i'm not through the work [sys] hello [usr] good morning [sys] hello there sorry the the the further works department doesn't seem to be in at the moment can i ask you to send all the details through via email would [usr] and [sys] that be ok [usr] let's have a look on your website is it all on the website [sys] no [usr] the details [sys] no what i would do is send them to i'll give you the email address it's [pii] [usr] [pii] [sys] [pii] which is [pii] [usr] [pii] er [sys] but hang [usr] no [sys] on i can't remember it now hyphen [usr] right [sys] [pii] [usr] [pii] yep [sys] if you email all the details over to that of of what you want where you want if you've got plans and pitches as well that would be handy and then i can get all that passed through to our further works department who would then be able to give you a better indication of duration and costs [usr] ok lovely thank you very much [sys] alright [usr] cheers mate [sys] thanks thanks bye [usr] thank you appreciate it bye [sys] bye bye bye bye

9Sales Lead

[sys] good morning daniel plumbing [usr] hello there i am a landlord based in the south i've got one house in hull that apparently has got rats coming in i'm not quite sure where but i know they get into the kitchen but i have had a few months ago a a survey doing and the the council are now involved in saying that there's displaced joints and drainage issues that need to be sorted out to try and stop these rats getting in is that something you guys i just spoke to in in in i said look i i don't really know drainage companies et cetera in the north and he said look a a national a big name [pii] might be a a good place to start thing that's what i'm doing just to see if anyone that i can speak to cos of the hull area [sys] we we do the plumbing side i can give you the number for the drainage they'd be the best ones to help you with that [usr] i'm on a i'm on the wrong number right ok i [sys] have you got a pen [usr] yes i have [sys] it's [pii] [usr] sure the the four [sys] [pii] [usr] 220 [sys] n 995 [usr] [pii] but they're the drainage side of things and that's is that a national number and then they'll [sys] no [usr] i guess [sys] that's [usr] him [sys] their local office they cover that area [usr] ok brilliant ok [sys] sorry [usr] thanks for your help [sys] just bear with me a second i've the the last six digits it's [pii] i'll give you it the other way around i'm sorry about that [usr] that's right [sys] it's [usr] that's right i've got [pii] and then [pii] [sys] that's right [usr] [pii] right ok [sys] but [usr] thanks very much cheers [sys] ok thank you cheers [usr] [pii] [sys] bye bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any [usr] any [sys] help [usr] help [sys] with a drainage problem press one if you require our plumbing did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] hello [sys] hi how can i help [usr] hello [sys] hello can you hear me [usr] ohh i can now [sys] hi how can i help you [usr] our poo drain is blocked i've rotted it to see if i can clear whatever was blocking it and to be honest with our our drive from the drain out into the main road is probably only about 54 or 5 m and i've shoved in probably about 10 m of rod which means it's going right out into the middle of the road somewhere but i don't know who's responsible for this am i responsible for the drain blocking or is that british [sys] bye [usr] water or whoever they call themselves these days thames valley or whatever [sys] team's water [usr] it might be i don't know who we're with er but i can find out but is it that are they responsible once it goes past your property line [sys] yes [usr] ok because er to be honest with you i i'll tell you i've managed to get 20 m of rod down the drain which means [sys] -huh [usr] that we're probably going way down the road somewhere i'm wondering whether the the road is blocked and not just my my drain isn't blocked i think it must be the road because i've managed to shove 20 m down it that's a long [sys] if [usr] way [sys] it's the road then if it's the road then then it's the water board's responsibility to check that out and get that unblocked [usr] ok i said what do i do i've gotta ring up my water company have i [sys] exactly [usr] ok right once it's gone past your property line it they're responsible for it ok and do you you don't get a bill for it do you [sys] i was frozen away no [usr] no only if it's on your own property [sys] exactly [usr] cos our property's fine it's i think it's going down the road somewhere alright ok thank you cheers then bye for now bye bye [sys] you bye bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to my name is [pii] how can i help [usr] hi we've got a drain i i live in a five story or four story victorian er flat set up in [pii] and i'm at the top flat which has a roof terrace the roof terrace gutters are overflowing and i think we think it's it it must be to do with the fact that the vertical drain pipe is blocked up somehow it's a cast iron pipe [sys] right [usr] i don't know if that's something you're able to help with [sys] i can definitely get an engineer to come out and take a look for you [usr] before i i had someone come over this morning but i guess my first question is is if it turns out that the vertical drain pipe is blocked how would you do you have the means to [sys] right [usr] do [sys] if [usr] do [sys] it was [usr] you need scaffolding [sys] if it was [usr] or [sys] yes that's that's exactly what i was just about to say if it's the actual down pipe from the guttering and it's a normal sized house not a bundle or that thing then it might be that you would need to get scaffolding before that the drain could be unblocked [usr] i is that quite common that you guys have to do that [sys] it is quite common for normal buildings the normal rule of thumb [usr] ok [sys] is if it's higher than a bungalow then obviously they would need scaffolding because they would have to go up to the roof to play the drain down from the top downwards [usr] ok all right because it's a shared bill i mean how much does that [sys] i i'm [usr] typically cost [sys] afraid [usr] just ballpark [sys] i wouldn't be able to tell you that and i think you would have to arrange for the scaffolding to to be erected before we came out to unblock the drain [usr] ok all right all right well well well i'll speak to [sys] it [usr] the rest of [sys] might [usr] the owners [sys] be [usr] in this [sys] a wise [usr] building and we'll [sys] idea [usr] have to get back [sys] if [usr] to [sys] you [usr] you [sys] get a roofing contractor to come out somebody that does guttering and faces and sockets that thing and they'll have more of an idea of how to sort out the down pipe as well [usr] all right ok [sys] no no problem [usr] all [sys] thank [usr] right [sys] you [usr] thank [sys] much [usr] you [sys] for your [usr] much [sys] call [usr] i'll be [sys] take [usr] back [sys] care [usr] in touch [sys] now bye bye [usr] right bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy [usr] people [sys] did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're speaking [pii] at dino can i help [usr] good morning my name is [pii] i need your assistance because i have a blockage drink a toilet [sys] ok you have a a block drain is there a a working trailer in the property [usr] sorry sorry can you repeat [sys] do you have a do you have a working toilet in the property [usr] well i have one but we have a big family [sys] ok if there is at least one working title in the property then we wouldn't be able to come out today [usr] ok how i would make a request if you have any cancellation or anything that can you just make a note [sys] no [usr] of [sys] we [usr] that [sys] we we we wouldn't we wouldn't be able to come out today [usr] hi [sys] because you have a working toilet [usr] ok all right then can you can i book one for tomorrow because i have my policy with british gas [sys] possibly you have a policy with us [usr] yes [sys] what a british gas home care policy ok you need to speak to the the british gas home care team to book a job [usr] ok then thank you ok [sys] ok [usr] ok thank you [sys] ok thanks bye

9Sales Lead

[sys] thank you for calling dino plumbing please note our calls may be recorded for training and monitoring purposes please select from the following options press one for an update on your plumbing appointment press two for a sales enquiry press three for any other inquiries he's on [usr] hi i wonder what [sys] the [usr] your cost and availability is to come out and look at a pipe in the back garden please [sys] do you have an appointment booked in [usr] pardon [sys] ohh do you have an appointment booked then [usr] no i don't [sys] ok cool if you want to book an appointment you need to call british gas directly [usr] what's a water pipe [sys] for what sorry [usr] for a water pipe [sys] for a a any any appointment goes for british gas [usr] right ok [sys] that's fine no thank you very much [usr] thanks bye [sys] nice you wanna

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to how can i help [usr] good morning this is [pii] speaking on the line from places for people how are you today [sys] good thank you yourself [usr] i'm not too bad i'm just calling as regards one of our residents that is having the drainage coming back up when the washing machine is being used and [sys] ok [usr] to check in with you guys if you would be able to visit the property and just have a look at what's going on and help fix it [sys] definitely just send the job request over to us we need a drainage engineer [usr] ok you want me to send you the request to your email ok what was the email address please [sys] it's [pii] [usr] can [sys] the whole [usr] you spell [sys] in [usr] that [sys] the [pii] [usr] please [sys] [pii] is [pii] [usr] thanks ok [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok just to get a template of what i will be sending across if i if i send the roof coming in from one of our contractors on what needs to be done and you'll be able to advise better would that be is that the standard procedure [sys] say that again sorry [usr] i've got a request come through from one of our subcontractors and i was just wondering if i can just copy and paste the email across to you [sys] that's fine [usr] ok that's fine alright great then [sys] ok [usr] thank you it's already sent now [sys] say again [usr] thanks i'll send the email [sys] ok perfect perfect thank you [usr] all right thank [sys] take [usr] you [sys] care bye [usr] bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year gas speaking how can i help [usr] hello i wonder if you can help me can you hear me [sys] i can [usr] and yes hello we've [sys] hello [usr] had a recent problem [sys] i can't i i can't hear you now you've gone very distant say [usr] you [sys] that again [usr] got a 12 month with the [sys] sorry ok can i just ask if you got me on a speakerphone at all hello hello [usr] hello [sys] hello are you still there i can barely hear [usr] i [sys] you [usr] haven't [sys] are you on a speakerphone i i wonder if you could take that off maybe it might be better i can may be able to [usr] tricky [sys] hear you better [usr] i'm i'm i'm using hands free at the moment table top [sys] ok well we'll we'll we'll try and manage ok [usr] er [sys] how can we [usr] got [sys] help [usr] a problem with our trains [sys] a problem with your drains [usr] we had [sys] a block [usr] train [sys] drain [usr] in the kitchen and [sys] ok [usr] we have a plumber who looked to tell you then and he found quite a lot of dead prey in it [sys] ok do you have a home care policy with british car hello hello

9Sales Lead

[sys] thank you for calling dina rod glasgow please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts and finally option four for all other inquiries good afternoon road [pii] speaking [usr] good afternoon is [sys] i'm [usr] [pii] [sys] sorry he's not [usr] available [sys] he's out working [usr] please [sys] just now he should be back this afternoon [usr] no [sys] ok [usr] problem i'll try him again [sys] thank [usr] that's [sys] you thanks bye [usr] thank you very much thank you bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year hello you're through to [pii] my name's [pii] how can i help you today [usr] hello there we've got a there we have a small office and the sewage pipe is blocked leading to the septic tank [sys] ok no problem can i just clarify is this domestic or commercial property [usr] it's a commercial property [sys] and do you have any form of long term agreement or key accounts with either british gas or dina rod for plumbing and drains at all [usr] no [sys] no have you used our service before [usr] i don't know i might have done done you'll have to look on if you if i give you a postcode you can probably see [sys] i will do that can i just explain what will happen what i will need to do is pop the details onto the system they will then contact you to arrange for an engineer's visit at your convenience they'll also go through pricing with you can [usr] ok [sys] i just ask how would you be paying for any works undertaken [usr] do i think [sys] on [usr] i'll [sys] the day [usr] phone somebody else for the minute because it's all a bit long winded and i'm sure i can get somebody else in [pii] that will do it quicker if i have a problem i'll come back to you thank [sys] ok [usr] you [sys] no [usr] cheers [sys] problem thank you bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need [usr] people [sys] any help with a drainage problem press one if [usr] please [sys] you require [usr] thank you [sys] our plumbing services press two or if you have an existing home care policy it's three [usr] i think [sys] did [usr] it's drainage [sys] that you can now book drainage services online in [usr] that's [sys] a few [usr] correct [sys] easy [usr] sir [sys] clicks visit dino.com for details alternatively please [usr] people [sys] hold and your call will be transferred to a customer service advisor [usr] you a hold [sys] we record calls for quality and training purposes [usr] why you look at what [sys] good evening thank you for calling you're speaking to [pii] how can i help [usr] good evening [pii] my name's [pii] i don't know if i've come through to the right part department i've got a problem with my drains at home and i need a plumber to come out and then and have a look at my bath drain is have i come [sys] ok [usr] through to the right place part [sys] firstly [usr] apartment [sys] can i just ask do you have british gas home care cover [usr] british gas home care cover no [sys] ok you have come through to the right thing right department let me ask you the next question can i take your postcode just to check that we're booking in your area [usr] of course sorry i'm just having an argument with my golden retriever sorry [sys] are you and i bet [usr] yes [sys] he'll win [usr] well he was trying to grab my tissue he loves tissues [sys] my [usr] it's [sys] my i've got a labradoodle he does it as well he sniffs them out and then he steals them and goes and eats them [usr] no he doesn't eat them he just rips them up and then leaves them over the floor he [sys] no [usr] uses [sys] mine [usr] a lemon [sys] does he'll rip it up but the but particularly the snotty bits he loves eating them it's disgusting [usr] love it is disgusting isn't it why they do it i don't know sorry [sys] but don't [usr] no [sys] we love [usr] absolutely [sys] them for it [usr] we do our fur babies postcode is [pii] [pii] [sys] [pii] let me just see we are booking in the area now can you just give me is it is it your home [usr] what the issue is is the bath is not draining and when you run [sys] ok [usr] the sink tap it's making a googly noise and then the water's [sys] ok [usr] coming up the tap but all the other sinks and the toilets are flashing fine we think it's a blockage somewhere between the bath and the sink [sys] ok that's absolutely fine it's obviously landed on a weekend and we [usr] yep [sys] have a bank holiday on monday unfortunately we wouldn't deem that as an emergency because your toilets are working but what i can do is take all your details and then we can look at the availability [usr] ok [sys] i would have thought that the earliest available we're gonna have is tuesday [usr] ok [sys] is that likely to be ok for you [usr] i am a nurse but i'm working from home on tuesday [sys] ok [usr] that's ok [sys] a standard on block monday to friday obviously excluding this monday because it's bank holiday between 8 a.m. and 6 p.m. would be £180 is that ok with you [usr] and that's just one flat rate and that's it is it [sys] what what would happen is the engineer would come along he would assess the job and he would confirm that price to you that standard unblock that involves rods and a high pressure water jet [usr] right [sys] if you decide [usr] ok [sys] not to go ahead with it that's absolutely fine there is no charge for the call out if you do go ahead then payment is due by card or cash on completion [usr] ok [sys] is that ok are you happy for me to book you in and we'll look at the availability [usr] and if we change our mind or anything because [sys] you [usr] we [sys] can [usr] did [sys] cancel [usr] have a plumber booked and they phoned us at about half 11 this morning and said we'll be with you between one and two and they've not shown up [sys] all right no you can cancel that's absolutely no problem and there's no charge [usr] ok lovely that's fine then we will book it please [sys] ok have you used it before [usr] i don't think no [sys] ok no that's absolutely fine domestic property can i take your title please [usr] missus [sys] and your surname [usr] [pii] [sys] and is it possible i could take your first name please [usr] [pii] [pii] [sys] and do you mind if i call you [pii] [usr] that's fine [sys] and [pii] what is the best contact number for you please is it the number that you're calling on [usr] yes please [sys] and that's the mobile ending in [pii] [usr] yes [sys] do you have an email address at all [usr] i do it's a long email address it's [pii] [sys] hang on [pii] [pii] [pii] [usr] [pii] i've had it for years and years and years and years and years and it's my maiden name [sys] that's [usr] and i was [sys] ok [usr] you [sys] well [usr] know when [sys] the [usr] you're [sys] thing [usr] just saying [sys] is [usr] i can't be bothered to change it cos it's a nightmare [sys] well the thing is you haven't got loads of numbers and you [usr] that's [sys] know [usr] true [sys] other things that i remember somebody where i used to work i was taking an email address and they were hot young thing or something and i was [usr] no [sys] and they were they were in their fifties and i went ok that's and they went don't i've had it for years and i just cannot be bothered to change it and i'm ok [usr] i think i would be bothered to change it i know mine's very long but at least it's not hot young [sys] it was [usr] thing [sys] something that it was a little bit [usr] no [sys] sassy than that it was quite embarrassing because i was ok you've given me a postcode of [pii] [usr] yep yes [sys] and what's the first line of the address please [usr] [pii] fraser [pii] [sys] ok just looking that up that's lovely i'll just save this and then i'll just put some info in for the dino engineer [usr] no problem [sys] what is this isn't plumber it would be a drainage engineer plumbers don't deal with blockages the drainage engineer does [usr] and they'd still be able to do the work at that time it wouldn't be they they wouldn't be they'll come out and then somebody else has got to come out or anything [sys] no [usr] that [sys] no no [usr] no [sys] no [usr] ok [sys] no no that's why if we booked it as a plumber the plumber would say no you don't need a plumber you need a drainage engineer [usr] ok [sys] we do bath not draining and [usr] and [sys] backfilling [usr] when and [sys] wednesday [usr] back felling into the sink [sys] when backfilling [usr] no backfilling backfilling when you've got the sink water running [sys] when using the bathroom basson can i just ask is there anybody linked to the property that may be classed as vulnerable [usr] no [sys] ok that's fine and let's get this book 10 inside ok just said this and then i can check the availability for you [usr] no worries [sys] yep i have tuesday available [usr] perfect [sys] i either have an all day slot which is between eight and six or i have an am between eight and one or i have a pm between one and six [usr] does it change with the price or is it just [sys] no no no no [usr] am then probably be better please [sys] that's ok we've got that booked i will just confirm this [usr] cos my doggy [sys] that is [usr] daycare [sys] booked [usr] lady comes in at 11 we're a bit of luck [sys] ok [usr] the dog the dog will be out he'll be out with doggy daycare that might be handy [sys] ok [usr] otherwise he'll try and help [sys] well there we go it's always good when you get somebody who likes dogs [usr] yes exactly but if not i can he can be out of the way it's not a problem if they don't [sys] no that's absolutely fine i've just confirmed that you will receive a text to your phone confirming the booking for tuesday the second between eight and one [usr] perfect that's lovely thank you ever much for your help [sys] all right thank you very much [usr] ok [sys] have a good new year [usr] and to [sys] thank [usr] you happy [sys] you [usr] new year take care bye [sys] you bye [usr] bye [sys] bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain servicess from blocked drains to burst pipes and busted boilers we're here to help [usr] no [sys] good morning you're through to [pii] my name is [pii] how can i help [usr] i live in [pii] my drains are blocked under my house [sys] ok [usr] but [sys] what issues is it causing you at the moment sir have you got any sewage over phone [usr] well [sys] or toilets [usr] it's just about [sys] blocked or [usr] but it's just about it's just about to overflow from the the outside where the kitchen where the kitchen waste drains into the drain outside that's full to [sys] ok [usr] the top [sys] -huh [usr] but and the man all the the the first man i want to go to it's full up but then the next man all is sorry the first man all it goes to i can't get the lid off that the the next man all bone dry [sys] yes

9Sales Lead

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year good morning you're through to [pii] how can i help [usr] hello [sys] hi good morning you're through to [pii] how can i help [usr] hello yes i'm just wondering i need i i i've got a problem with drains not working and i'm just wondering how practical it is to get them fixed it's an upside down house we've had the plumber out and he says the drains are under the floor in the first our house is upside down and the sink everything runs to the front of the house and [sys] right [usr] then down a pipe at the front and i'm just wondering how realistic it is because he's talking the plumber's talking [sys] how [usr] about changing the pipe system having the water running out the back [sys] right [usr] putting a new system in but we're just wondering [sys] what [usr] how easy it is to get the pipes cleared under the floor from what i just said the way it is [sys] what what i'll have to do is i'll pass you through to your local office because they'll know more about that that question [usr] that's [sys] what [usr] ok [sys] i think the postcode [usr] yes [pii] [sys] [pii] [usr] ohp [sys] sorry did you did you have to say [pii] [usr] yes [pii] [sys] december i was thinking i thinking it in two days time right it's [pii] can't find anything for that postcode sorry read it one more time i'll give it phonetically just i'm getting in the right postcode [usr] yes the line's very bad it's quite noisy bt 21 0 [sys] ok [usr] and [sys] ddp or bt [usr] bp [sys] to add [usr] i [sys] that [usr] mean you're [sys] on and obviously [usr] down you're [sys] go [usr] making [sys] through the [usr] me [sys] prices [usr] forget [sys] with [usr] what [sys] you [usr] the postcode [sys] first [usr] is b [sys] all right [usr] bt ct [sys] 21 [usr] thank you [sys] ok provided cp 21 0 hp [usr] hp [sys] i can't show anything to a postcode what area do you live in sir [usr] [pii] d [sys] is that in [pii] [usr] sorry [sys] is that in [pii] [usr] [pii] [sys] [pii] right what i'll do is just bear with me one moment i'll just put you through to the right department [usr] yes ok [sys] thank you

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] here at [pii] how can i help [usr] hi what it is my outside sink drain and my outside bathroom drain are overflowing and because of all the leaks in the wall it's flooded my kitchen i think it's the main drain that's blocked you couldn't any chance you can come out today [sys] you say it's the main drain that's blocked and it's causing a back up of water and it's flooded the property [usr] that's what happened before anyway when i'm dressed now i will go and get the lid off the main r but i'm not dressed at the moment i can't go and do it the last time when they took the lid i don't know if it was you or metro rod i had last time they took the main green top off and it was cho [sys] right ok we'd advise leaving the drain cover on just for safety reasons our engineers [usr] ok [sys] take that off when they get to site if it is obviously that that's happening at the moment and you're not able to use your facilities of course we can try and attend today for you but it would start at £237 including [usr] no no [sys] va t to have [usr] no [sys] anything [usr] no [sys] unblocked [usr] never mind never mind i could never afford it sorry thank you though [sys] not a problem at all

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please [usr] i'll just [sys] listen [usr] put [sys] to [usr] it on [sys] the [usr] speaker [sys] options carefully [usr] shall i [sys] we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] i know doesn't seem to [sys] dino [usr] make sense [sys] is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help hello you're through to [pii] down a road how can i help [usr] hi there we're on [pii] and we've got a blocked drain issue that's affecting both our pro our house and the ne next door neighbors before they've had someone out to they had dia rod out to to to resolve we'll try and resolve it but that pushed the problem to us and we've had someone out and that pushed the problem the other way we're looking to to have something resolved as soon as possible just we could have it clear for christmas within four days of that toilet we've just had which has had seven trends

9Sales Lead

[sys] good afternoon [usr] hi i'm just wondering if it's possible that a plumber could come out to check her a pipe it's just that there's a strange smell coming from the outside it is when iii i take a shower and you can only smell it outside and there's a little bit of water [sys] detail [usr] coming up at the side of the house i don't know how i think it's related to that it's [sys] sounds [usr] it's just clean [sys] it's a blockage [usr] water it's not sorry [sys] sounds there might be a blockage or along with the [usr] that [sys] drains [usr] all right i don't well [sys] every [usr] it it's just that it happened it's happened a few times now in recent recent times i don't know the best way of going about it is is it [sys] i would can i give you the number and they [usr] i thought [sys] would [usr] it [sys] probably [usr] was pulling [sys] better [usr] down [sys] take [usr] the [sys] him [usr] road [sys] out er no there's two different franchises they deal with [usr] ohh [sys] that [usr] right [sys] side of it [usr] ok [sys] it is [pii] [pii] [pii] [usr] [pii] all right ok [sys] ok [usr] all right i'll [sys] thanks [usr] try that [sys] bye [usr] thanks then bye [sys] bye

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers good morning welcome to [pii] you're speaking to [pii] how may i help that would be [usr] hi [sys] i [usr] there [sys] think [usr] i'm [sys] with [usr] just looking for [sys] a drain [usr] a drain [sys] survey [usr] survey [sys] you mean a full [usr] to be [sys] cctv [usr] carried out in [pii] [sys] survey [usr] looking to find out on the earliest date you've got available well i'll tell you it we're we're putting a pit into a workshop into vehicle workshop and there's a drain [sys] right [usr] near the [sys] what's [usr] area [sys] the post [usr] and [sys] code this [usr] i just [sys] would be a commercial [usr] wanted to [sys] job i'd have to direct you [usr] inspect [sys] to our [usr] the [sys] local [usr] the [sys] office [usr] direction [sys] who would be able to [usr] of [sys] help [usr] the flow [sys] you with this [usr] the flow [sys] what's [usr] directions [sys] the post code for the area is there a property number or [usr] postcode [sys] name of the property [usr] is [sys] or [usr] [pii] [pii] [sys] national tires are they not do they not [usr] it's [sys] do [usr] a company [sys] they [usr] called [sys] not [usr] national [sys] are they not [usr] tires [sys] a key account national tires or you are you the company who are doing stuff on their behalf right [usr] have [sys] i'm sure national tires have an account with [usr] we're doing [sys] dino [usr] stuff on their behalf they may they may well be i'm not too sure [sys] no cos they'd have to pay for it if the payment's gonna go through [usr] right [sys] yourselves [usr] well to save all [sys] then [usr] this [pii] i prefer to do it through us on this and we can we can let him know that i've got an account with you guys but just to get answers it's it's [sys] right [usr] it's [sys] i just [usr] fine we [sys] i'll [usr] can pay for [sys] put [usr] it and we can [sys] you down [usr] build [sys] to [usr] and [sys] what's [usr] it [sys] your [usr] doesn't [sys] name [usr] it's [sys] sorry [usr] not an issue but i just really need to know who [sys] [pii] [usr] when when the earliest date is [sys] [pii] thank you [pii] just hold on i'm just locating who that local is because you're through to the head [usr] [pii] [sys] office we cover the whole of the country i'm just [usr] [pii] [sys] trying to have a have a look see who covers that that area [usr] ok [sys] right have a look ok just hold on for me i'm just gonna make a call to them all right thanks cheers thank you [usr] no problem thank you [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers hi [pii] i'm through to the local office and i've got [pii] on the on the phone and she'll be able to help you with your query about this now for the cctv thanks very much for your call thank you bye [usr] hi [sys] bye bye thank you bye hi [pii] hi i believe you're looking for a camera survey at the property [usr] brilliant thank you bye hi [pii] [sys] ok what's the post code of the property please [usr] we we're putting a pit in and and we [sys] -huh [usr] need to know the flow direction of the drain to see if it's not gonna affect anything [sys] right you're putting in what sorry [usr] foxtrot kilo two seven [sys] right [usr] x ray [sys] national [usr] juliet [sys] tires is that right is that what she said national tires right put in [usr] a pit [sys] a you [usr] we're [sys] need [usr] putting [sys] to know [usr] it's [sys] the [usr] a vehicle [sys] flow of the [usr] workshop [sys] trains [usr] we're putting [sys] bear [usr] in [sys] with [usr] we're [sys] me [usr] digging [sys] a second [usr] out digging [sys] please [usr] the floor out [sys] thank you [usr] that that's right [sys] when problems with your pipes arise you can count on dino rod to fix them our [usr] no [sys] team [usr] problems [sys] is on hand 24 hours a day 365 days a year providing top quality repairs in a timely manner and as part of our national network we have a team of drainage and plumbing professionals ready to assist find your local expert at dino dot com drainage problems can cause untold drama but not with us by your side with oils and fats hello hi [pii] sorry i was just speaking to the supervisor there to see if it's something we could do it is that that's too big a job for us at the moment just to get this we do service but it's just basic no just [usr] hi [sys] drain surveys and that because we don't let map out drains and things that it's not something we'd be able to help you with at this point i'm afraid ok sorry about that ok thank you bye bye [usr] ok no problem thanks a lot bye

9Sales Lead

[sys] met part of the dino franchise group is your local plumbing partner we've managed emergencies across [pii] [pii] [pii] and [pii] since 2005 offering 24 7 attention for everything from leaky taps to bathroom installations need a helping hand we'll be with you shortly facing an you are number one in line and will be answered by the next available representative expect emergency dina plumbing good morning [usr] hello there i wonder if you can help me at all my name is [pii] i'm calling from land rover in [pii] i called up yesterday to get a plumber [sys] i know [usr] out because we've got a issue with two of our toilets in the dealership and i haven't heard anything yet i'm just trying to see when we can expect someone to come out [sys] ok from where sorry land rover [usr] from land rover in [pii] [sys] in post [usr] the post code is [pii] no it's not it's [pii] 64 [sys] yes [usr] s [pii] j [sys] c four sj yes one moment please i will see po [usr] thank you [sys] 64 sj yes [usr] po 64 s for sierra j [sys] sorry [pii] for jeffrey [usr] j for jeffrey [sys] i i don't see anything under the system who did you call yesterday to arrange an appointment [usr] i called this number yesterday [sys] this number hm [usr] yep [sys] ok and sorry what did did they confirm someone is coming today [usr] well they said they pass it on to whoever need to pass it on to and someone give me a call back but i haven't heard anything yet [sys] ok i don't see anything on the system i will double check with my colleagues who spoke with you yesterday ok do you don't know the name [usr] ok no i don't i'm afraid [sys] ok one moment please thank [usr] ok [sys] you met part of the dino franchise group is your local plumbing partner we've managed emergencies across [pii] [pii] [pii] and [pii] since 2005 offering 24 7 attention for everything from leaky taps to bathroom installations need a helping hand we'll be with shortly facing an unexpected emergency burst pipe in need of an urgent repair leave it to us train to all the relevant standards our engineers have the experience needed to sort your problem quickly and efficiently and when we're not fixing leaks we're delivering a range of other services such as bathroom refurbishments and hot water cylinder and tank installation tell us how we can help when you're connected don't let a broken boiler turn your life upside down turn to dino whether you're facing a cold shower or sleeping in a wooly hat we give you the convenience of skilled engineers with the reassurance of a trusted nationwide brand thanks for holding here at dino we never compromise on training health and safety and qualifications these are the very foundations needed for us to carry out our work professionally and safely your assurance of superior quality woman outstanding customer service and if we're ever at fault we won't hide please hold to hear more it's not uncommon for main supply pipes to burst or leak but what is unique is our use of mowing technology when replacing them a mole is a round torpedo machine driven underground from the main valves to your property followed by a new pipe not only is this useful where access is limited you're also guarantee less disturbance and reduce costs go to hello hello thank [usr] hiya [sys] you for waiting i just sent a message to everyone in the office to to find out who spoke with you yesterday no response yet can you tell me what issue you've got [usr] we've got a we've got a a leaky a leaking overflowing urinal and we've also got a toilet that won't flush [sys] ok overflow in the toilet yes and then no [usr] yep [sys] flesh [usr] and then we've got one that won't flash as well [sys] ok to be honest i don't know if we spoke with you yesterday because we have no records at all [usr] ok [sys] no i'm not sure it's definitely us not the [pii] you you called yesterday [usr] well i spoke to i did spoke i did ring dino rod and they gave me this number and i then rang this number and spoke to someone [sys] ok one moment i will double check one more thing ok thank you [usr] all right thank you [sys] met part of the dino franchise group is your local plumbing partner we've managed emergencies across [pii] [pii] [pii] and [pii] since 2005 offering 24 7 attention for everything from leaky taps to bathroom installations need a helping hand we'll be with you shortly facing an unexpected emergency burst pipe in need of an urgent repair leave it to us train to all the relevant standards but engineers have the experience needed to sort your problem quickly and efficiently and when we're not fixing leaks we're delivering a range of other services such as bathroom refurbishments and hot water cylinder and tank installation tell us how we can help when you're connected don't let a broken boiler turn your life upside down turn to dino hello sorry can i just double [usr] hi [sys] check and confirm with you you said it's overflowing the toilet yes [usr] we've [sys] ok [usr] got an overflowing urinal and [sys] urinal [usr] then a toilet [sys] overflowing [usr] that doesn't flush [sys] urinal and it's probably caused by the block blockage yes in the we don't [usr] possibly [sys] we don't deal with blockages it's down a road we wouldn't be able [usr] right [sys] to do this [usr] ok [sys] to to fix this problem i don't know who gave you our number but [usr] ok [sys] you should speak with [pii] cos they deal with drains and [usr] ok what about the toilet [sys] it a toilet [usr] that doesn't ok what [sys] yes [usr] about the toilet [sys] we [usr] that [sys] do [usr] doesn't flush [sys] we we work with the toilets but i'm not sure if you would to book some of one company who who is able to do both jobs together at once because we can [usr] probably [sys] sorry [usr] best ok [sys] nothing i can help you ok thanks [usr] that's all right no problem [sys] thanks [usr] at all [sys] bye [usr] thank [sys] bye [usr] you ok thank you very much bye

9Sales Lead

[sys] to speak with someone about an existing job press one or for a new inquiry whether your drains blocked or your taps leaking trust dino edinburgh to fix the job or good afternoon [usr] hi there i'm calling from [pii] properties i believe you've been to a job at edinburgh waverley mall [sys] no [usr] for [pii] the [sys] don't [usr] bakery [sys] think today or recently or [usr] ok today [sys] a [pii] [usr] you you've been today your labs have been today [pii] is [sys] was [usr] in [pii] [sys] it for a plumbing issue or a drainage issue or [usr] he [sys] but [usr] he [sys] i'm just [usr] he [sys] quickly [usr] said plumber [sys] i'll just [usr] he said [sys] quickly checked two seconds thanks [usr] er block [sys] whether your drains blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is on hand to fly into action whenever you need them 24 7 365 days a year and because we realize how inconvenient household issues really are we won't ever make you pay for a call out sound good get to know us better and book your service today at dino dot com when it comes to moving house you've got enough to think about without the worry of dodgy drains and plumbing problems don't take hi there hiya right i've got the job notes here is this one for 12 over them all [usr] hi there how are you [sys] 12 at waverley mall he was [usr] say [sys] there [usr] again [sys] he [usr] sorry [sys] was there for an hour unable to carry [usr] that's [sys] any [usr] the one [sys] work [usr] ph [sys] as pumps for toilets [usr] 11 bc [sys] were broken he had to wait for somebody to come and then you had to move on because we were really busy we couldn't have had a bit no longer nothing's been done are you [usr] no that's fine [sys] looking [usr] i get [sys] to [usr] that [sys] the baker [usr] now i'm looking to get someone out there to pump the toilets the guy said i'll speak to the people in and see [sys] to [usr] i can get [sys] unlock [usr] someone [sys] the toilet [usr] out to [sys] right [usr] to get you pumped which it's just when you can do it [sys] no you are looking at it's gonna be a couple [usr] talking [sys] of [usr] about [sys] days [usr] the [sys] we got [usr] bath toilets [sys] a couple [usr] to pump [sys] of guys [usr] it [sys] off sex [usr] out [sys] we are really really busy at the moment right the early you're looking it's gonna be [usr] what [sys] probably [usr] day can [sys] thursday [usr] we have [sys] thursday is that alright well i'll get the job [usr] thursday [sys] revised and i'll get this in for thursday and we'll [usr] that's [sys] see you then [usr] fine [sys] alright but we [usr] you can get it booked in for thursday [sys] no [usr] to to [sys] well [usr] come [sys] we don't [usr] in and pump [sys] do we don't [usr] here [sys] touch pumps that [usr] cos [sys] wouldn't be [usr] he [sys] us [usr] he [sys] if it's [usr] spoke [sys] a pump [usr] to an engineer [sys] issue we don't touch pumps we would only unlock the toilet by way plunging or rotting but we wouldn't we don't have any pumps and we don't touch pumps if it was a pump of shoe [usr] i know that but is is it the guy said he can get someone out to pump it they'll be able to pump it out but not [sys] i'm assuming [usr] not with [sys] this means [usr] our [sys] maybe [usr] pumps [sys] to plunge [usr] but to [sys] it [usr] pump [sys] then possibly [usr] the [sys] to plunge the toilet [usr] the crap [sys] we can do that for you now [usr] no [sys] what [usr] he can't [sys] i'll do [usr] he can't [sys] can [usr] be there cos [sys] i phone [usr] he would [sys] you [usr] done [sys] back [usr] it there [sys] i'm going [usr] and [sys] to [usr] then [sys] speak [usr] he said [sys] to the engineer would that be ok to give you a buzz back what's your name again sorry [pii] right [usr] that'd [sys] [pii] [usr] be great [sys] give me five minutes i'll speak to [usr] it's [sys] [pii] [usr] [pii] [sys] and then i'll phone you back ok cheers thanks bye bye [usr] please thank you thank you

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to dino my name's [pii] how can i help you today [usr] no i just wondered whether it's something that you can help me with because the situation is that my drains are running ok but i the moment i'm in a battle with the angle water because my room is smelling of poo and [sys] right [usr] the way it's smelling is not anywhere near my drains it's smelling in in a in a in in the in a totally different corner a corner where there's no drains at all but it's smelling a poop but the outside that room cos it's a ground floor outside that room i'm in great yarmouth outside that room i have a mine hole the man hall is there and also there is a run of their main drain and what is happening is cctv are done er in in in in december showing that as soon as i exit my own er er i'm joined with the neighbor before we go out into their main drain that joint is broken but they are telling me that wouldn't cause any smells to my room but i've never had these smells ever i've been there 10 [sys] i can [usr] years [sys] definitely i could definitely arrange for an engineer to come out and investigate for you and see if we can track it down [usr] but what i need to see is whether because the situation is i don't wanna waste your time because if the smells are coming from where my drains there's no my drains there's no smells around my drains it's coming from a corner i mean because what i do need to know is someone who maybe i will just have to lift up my my my flooring [sys] manhole cover or it could [usr] if [sys] be [usr] manhole [sys] that you need to [usr] is [sys] lift [usr] not my [sys] up [usr] manhole it's their manhole you see it's [sys] it [usr] it's [sys] might [usr] it's [sys] be that you cracking the drain somewhere and that's where the smell might be seeping from [usr] but the these [sys] did [usr] but [sys] you [usr] these [sys] said you [usr] drinks [sys] had a survey [usr] pardon me [sys] did you say you had a cctv survey [usr] my tv server is showing that my own brains are intact [sys] right very [usr] but [sys] strange [usr] the drains the because it's the the the smells are are coming from op opposite my where the drains are in that room it's opposite in the corner but that corner er that corner the only closest drain to that corner of my house is the anglian water manhole and the main drain [sys] hm [usr] i have that problem [sys] the the only my advice would be i would get the floorboards taken up and just checked it could be that there is a leakage coming from another drain that isn't your drain that is near your property that is leaking [usr] you could [sys] maybe [usr] be my neighbor [sys] a bit of sewage that that's coming up [usr] right [sys] the smell [usr] ok [sys] could be coming up through the ground you [usr] ok [sys] know with see pitch [usr] right [sys] and that's why it's coming up under your ground [usr] or you've helped me there [sys] into [usr] i [sys] your [usr] think [sys] room [usr] i should [sys] with the smell [usr] i'll i'll definitely do that then cos i it it's definitely not mine it's definitely either my neighbor or the the the the water board w drainage ok i've got you thank you much for helping me [sys] no problem thank you much [usr] thank [sys] for your call i hope you [usr] you [sys] do find the issue and get [usr] yes [sys] it sorted [usr] i hope too thank you [sys] no [usr] thank [sys] problem [usr] you [sys] you take [usr] good [sys] care now [usr] day [sys] bye [usr] good [sys] bye [usr] day good day thanks

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i am sorry did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes well i know my name's [pii] how can i help [usr] hi there i want to give you a i'm looking for sorry i've got a blocked toilet [sys] right ok [usr] it's not it's not flushing properly and i was just wondering if you can give me a fixed quote on the online [sys] ok let's have a look if you your own home is it you own it as well as live in it you don't rent or anything i assume no worries at all that's fine and you've never set up any british gas cover of [usr] no [sys] your plumbing and drains no no worries normally it can be done as a fixed cost for it it's just blocked up does it the the water goes into the pan but then doesn't go down or something is it [usr] it it's it's very slow to release very slow [sys] no problem at all that can normally be done for a fixed cost you say as long as there's not damage in the drain it's just not debris build up it's 100 and £80 including va t but that's everything there's no call out fees involved there's no hourly rates even if it is jetting equipment on there that's all included as well and you just [usr] ok [sys] pay it pay at the end once it's all done [usr] ok it's 18 that's 180 including [sys] 180 [usr] the va [sys] including [usr] t ok that's great [sys] all [usr] ok thank [sys] right [usr] you for [sys] no [usr] that appreciate [sys] problem at all [usr] that thank [sys] you're [usr] you [sys] welcome [usr] cheers [sys] bye bye [usr] thank you bye bye [sys] bye bye

9Sales Lead

[sys] thank you for calling diner road covering [pii] [pii] [pii] and [pii] to book in the unblocking of a drain or arrange a cctv of a drain please press one for an update on your clearance [usr] thank [sys] booking or to reschedule an existing appointment press two to discuss the cctv reports you have received please press three to book in or reschedule a drain repair press four for accounts please press five [usr] i'll wait wait wait wait [sys] good afternoon [usr] i wait [sys] road [usr] hi i just wanted to ask for a question somebody recommended you guys to me we had an issue with our gut train today the water was the water was getting excessive and it's about to flood into the garage i called the emergency plumber he drained it but he was he couldn't obviously figure out what was happening he goes he thought at the back but now he's he's quoting me 800 something pound to dig back of the pipe and [sys] right [usr] put a camera in to clear it out and i wasn't sure the somebody i know they just recommended you guys to [sys] we [usr] say [sys] don't [usr] to [sys] do [usr] get [sys] anything [usr] a price [sys] to [usr] of [sys] do [usr] you [sys] with gus rings unfortunately we only do underground [usr] ok just underground he was he was talking about the piping [sys] i mean [usr] and stuff [sys] would we be able to get from below the guttering or would it be have to have access to the roof we'd have to do it from the roof [usr] [pii] ok i don't think it's the roof it's the garage part the bottom part and [sys] right [usr] in the [sys] ok [usr] garden [sys] and is it just blocked [usr] that's what it seems but he he wasn't sure he because he'll have to the one who came at the engineer he said you have to dig and then have a look [sys] i mean [usr] from there [sys] i could send an engineer out to have a look but it would be a charge of 100 and £70 [usr] ok now what i already paid him £500 i just thought because he said that you guys do [sys] i mean [usr] it i wasn't [sys] we [usr] sure [sys] we would have to come out and have a look ohh [usr] ok [sys] right [usr] that's fine [sys] sorry [usr] no worries [sys] about [usr] ok [sys] that [usr] leave [sys] thank [usr] this one i'll [sys] you [usr] see what [sys] bye [usr] he does tomorrow thank you very much anyway no worries thank you bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes hello thank you very much for calling british gas my name is [pii] in the home services team [usr] ohh [sys] how [usr] is [sys] can [usr] that [sys] i help [usr] not down the road no [sys] i can assist with [pii] inquiries [usr] no you're not you're a bit though ok [sys] ok [usr] no problem [sys] but obviously [usr] thank you [sys] down the road is ok

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help morning fridge dino speaking to [pii] how can i help [usr] keep in mind and our our drain has been blocked and i'm i'm blocking it and unfortunately nothing [sys] sorry the the you keep [usr] if the [sys] breaking you keep breaking up i'm sorry you've got a blocked drain was that [usr] yes yes and we've tried unblocking it but nothing seems to be happening and i know that you've got the right utensils to unblock [sys] we can [usr] it [sys] sort it we can sort it right where do you stand at the moment with then is it just blocked or overflowing [usr] no no it was overflowing and we tried to block it it seems to have some something some filter stuff that seems to be it's from the kitchen sink [sys] r right ok [usr] i've put some horrible chemical thing down but it's not doing anything i just [sys] how long [usr] wondered [sys] ago did you put the put the chemicals down [usr] it's just about 10 minutes ago and [sys] right [usr] it's it's it's fizzing but it doesn't it's coming right to the top [sys] it does it will take a little time to be honest [usr] right [sys] i mean [usr] do [sys] i can [usr] you think i should give it another [sys] well i mean what i can [usr] my [sys] always [usr] husband [sys] do [usr] seems to think that he'd to [sys] it will take longer than 10 [usr] they're [sys] minutes [usr] writing [sys] to to to to sort itself out anyway [usr] it's only [sys] even [usr] because [sys] if it [usr] it's only because with the rain we we're in the we've been flooded and everything we just want to get the drain cleared [sys] no i i get i get that but i mean i think you you need to give it a bit more time i mean with you just putting the chemicals down now anyway i mean we wouldn't touch you for 48 hours [usr] right ok ok [sys] i mean [usr] we'll give [sys] regard [usr] it another [sys] rear [usr] what 20 [sys] regardless i mean we wouldn't i mean we wouldn't come out till friday at least if not monday now with the chemicals [usr] all right [sys] down end of the day when they start using the equipment and then it's just not worth the backlash i mean personally i mean it's up to you i mean i can book you for friday at least you've got a date if it gets sorted you can always cancel it but at least you've got it there [usr] friday [sys] as long as you leave it you'd [usr] right [sys] you [usr] there's no there's no emergency one or anything is there [sys] we i mean regardless with the chemicals down there now we wouldn't touch anyway [usr] right ok ok fine that's fine ok i'll give it another 10 minutes or something and then if not then i can transfer again and make booking ok [sys] you can do that but [usr] ohh [sys] i'd give it give it a give it a few hours even potentially but but [usr] alright [sys] then you can have a look [usr] all [sys] it [usr] right [sys] does it does take a bit longer sometimes [usr] ok then fine all [sys] right [usr] right then thanks for your [sys] no [usr] help [sys] problem take [usr] cheers [sys] care bye bye now [usr] bye [sys] bye bye bye bye [usr] ok

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our did that you can now book drainage services online in a few easy clicks visit dino.com for details [usr] who is getting [sys] alternatively [usr] hung up on first [sys] please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] you want to grab that phone it's [pii] [sys] hi you're through to [usr] i'm [sys] [pii] [usr] hoping you can [sys] how can [usr] i'm [sys] i help [usr] calling from my workplace and we've got block toilet block sinks and stuff we've had multiple people out they can't get the drain up outside the front we have south water here they there's no blockage we've changed pieces on the toilet and it's still blocked i need to get someone up quite urgently to to check out the drains [sys] ok [usr] i [sys] let's have a look [usr] sorry [sys] do you have a policy with us would this be a chargeable [usr] all [sys] repair [usr] right ok it'll be chargeable sorry [sys] do you [usr] bear [sys] have a policy [usr] with me a second [sys] with us or would this be chargeable unblock

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] at how can i help [usr] hi can you give me a quote please on a descale of a soil pipe approximately about 6 m long [sys] right let me give you the number to that office what's the post code of the property [usr] it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] ok have you got a pen and paper to note this telephone number down ok [usr] i have [sys] the number call [usr] [pii] [sys] is [pii] [pii] [usr] right [pii] [sys] [pii] [usr] [pii] it's [pii] [sys] [pii] yes [usr] 09511 [sys] yes please [usr] that's my local training space is it [sys] all right take care bye bye [usr] perfect thank you very much bye bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to my name's [pii] how can i help you today [usr] hi there i was wondering how much it would cost for somebody to come out and look at one of our sound pipes that it catches the rain but the boat goes into the ground and i think and the when it rains it's coming out over the gutter there's a blockage in there somewhere [sys] right ok [usr] right [sys] i can definitely help with that can i just ask is this a domestic or a commercial property [usr] it's domestic [sys] and do you have british gas home care cover for plumbing and drains at all [usr] no [sys] no ok our prices start from 100 and £80 including va t that's monday to friday 8 a.m. to 6 p.m. after 6 p.m. it's from £225 as that's classed as out of our payment would need to be made [usr] i know i mean it'll be it'll be [sys] go on [usr] he he he's got do you have records of stuff cos i'm sure your guys came a couple of years ago to do the very same thing [sys] our local offices might have a record but i don't have a record on my system i'm afraid [usr] right she's all the local office [sys] you could do could i have your post [usr] what [sys] code [usr] would that [sys] and [usr] be [sys] i can [usr] then [sys] get the contact number for [usr] it's [sys] you [usr] it's [pii] [sys] ok bear with me one second ok the local office contact number is [pii] [pii] [pii] [usr] [pii] hold on [sys] it's ok [pii] [usr] say that again sorry [sys] [pii] [pii] [usr] ok [sys] no [usr] lovely [sys] problem [usr] i'll [sys] thank [usr] give them [sys] you [usr] a ring [sys] take [usr] thanks [sys] care now [usr] for your help [sys] bye bye [usr] thank you you too bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] what [sys] hi you're through to at how can i help [usr] hello ok mate [sys] i can hear you how can i help [usr] i'm doing a drain repair at the moment in lemon and spa i've got to replace the drainage run but there's it's there's obviously been a hell of a lot of blockage in there and where i've taken the drain the trains apart and everything is there's loads of spoil in the in the bottom of the trench i'm not i'm not i'm not sure what's something that you even do but is there any suction and that you've got you have to get rid of the waste [sys] sorry is this for a home care customer [usr] well no i've just i've just just typed and dino my power i'm working with and said to give you a call i mean [sys] ok [usr] it's it's a job it's a job i'm working on i'm replacing the drains cos they were it's an old clay drain and there was leaks and the joints had failed but as i said when i'm taking dismantled the pipes there's loads of shit in the bottom of the fence and i need to get rid of it cos there's no way they've got no money i was at the front of the house i can it i didn't know if there's anybody that was suction service to clean or clean the area off and then check the existing drain pipe now it's open exposed light [sys] are you a a a local plummer [usr] no no i'm just a builder [sys] right [usr] just working [sys] ok [usr] in the area [sys] right if [usr] why is [sys] you [usr] it if i [sys] no [usr] come what [sys] no [usr] have [sys] you [usr] i come [sys] are through [usr] through [sys] to [usr] to [sys] [pii] [usr] then [sys] but if you're working in the area it's just it it may be what it's calling the water board [usr] right well that to deal with it is it i mean that's the thing i didn't even know what it's called to be unless it's a bit of a random one i've not phoned you but there's loads there's loads obviously all the stuff where it was blocked and i mean i'll have a lot in the bottom of the trench i can't obviously work in there to even install the new drainage i need something or someone who can who's got the equipment to ship it all out at the bottom of the trench and get rid of it cos obviously i can't just tip it out the front of the house it's it's obviously [sys] no [usr] out [sys] i i completely [usr] of this was [sys] understand however because you're obviously i i think it is worth calling the waterboard first y i mean if that's the [usr] [pii] [sys] waterboard [usr] is that what you're [sys] in [usr] saying [sys] the area that covers the area great thank you for calling in take [usr] right then [sys] care [usr] lovely [sys] bye [usr] no [sys] bye [usr] problem i'll give him a call cheers

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you through to st [pii] speaking how can i help [usr] hi there i wonder if you can help me i'm calling from a wedding agent and i've got one of our i've got a tenant in [pii] with a drain problem it was just to see if somebody could attend it if at all possible [sys] no normally that would be fine but unfortunately systems are down at the moment [usr] ok [sys] i do apologize but [usr] any idea how long we're gonna be down an hour or two hours a day or what were you thinking [sys] about an hour [usr] right [sys] hopefully [usr] phone [sys] i won't be doing some of them [usr] phone back within an hour then [sys] please [usr] right no problem at all will do [sys] no worries thank [usr] ok [sys] you [usr] bye bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to step down on demand how may i help [usr] hi somebody came out a couple of weeks ago to look at a surface drain that was blocked and that he's cleared partially but he thinks it may have collapsed [sys] right [usr] we've been asked to try and see if we can get a quote for somebody to come and inspect the drain of the camera is that something you'd be able to help us with [sys] you need to know the price for that [usr] yes please [sys] i need to get you through to the local office can i take your postcode [usr] it's [pii] [sys] right ok i've got the phone number for the local office they do finish at five o'clock it may be a case of ringing them tomorrow now but their phone number is [pii] [usr] let let me just let let me just grab a pen just a second sorry the [sys] right [usr] number is [sys] [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] give them a ring but as [usr] that's great [sys] i say [usr] thanks [sys] probably in the morning realistically they will also provide you what the charges are for a strange survey [usr] ok [sys] ok you're [usr] thanks [sys] welcome [usr] very much [sys] thank you bye [usr] thank you bye bye

9Sales Lead

[usr] no we [sys] thank [usr] we can't [sys] you [usr] do it [sys] for [usr] without [sys] calling [usr] license [sys] dino rod partnered with british [usr] 8237 [sys] gas we record calls [usr] give me [sys] for [usr] a minute [sys] quality [usr] mate i'm just [sys] and [usr] on [sys] training [usr] the phone to that [sys] purposes [usr] ok [sys] all [usr] hello [sys] through the british guest man who can help you [usr] hi mate i'm wondering if i can book [pii] in at site for 6 p.m. today [sys] we don't do time deployments sir [usr] you you don't i've i've had one before mate we we booked it in before [sys] not timed appointment it would be an all day call today between eight and six [usr] all right mate no problem i'll i'll i'll get somebody else to call later [sys] ok [usr] all right [pii] thank you [sys] thank you bye now

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plum did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to dino [pii] speaking how can i help [usr] hi it's [pii] calling from i just wanted to check and see if your engineer had left a a report regarding our properties attended today can i provide you the postcode [sys] that's great [usr] it's [pii] [sys] [pii] [usr] for sierra hotel [sys] ok i'll just pull that up [usr] that's ok and it's [pii] [sys] ok we have some engineer work notes it says customer has damaged soil pipe in crawl space below ground floor soiled water pools below floor [usr] right ok [sys] it's been put down as incorrect skill it's look looking they need a drains person instead [usr] that's what the customers just called back and said that the engineer needs to drain the plumber suggested drainage have you guys got he seemed to think you guys would have drainage available not necessarily today but you can attend this area for drainage [sys] we [usr] you [sys] will we should be able to attend that sorry let me just check [usr] it's just that you're [sys] hold [usr] not [sys] one [usr] coming [sys] second [usr] up on our list [sys] 337 [usr] for drainage for this address [sys] ok i'll just have a look one minute [usr] thank you because then i can send it across [sys] well i'm not quite sure why it's not coming up on your list but we definitely do drainage in that area [usr] ok perfect it might just be that it's not one of the i don't know i don't know to be honest system's has a mind of its own ok [sys] exactly [usr] that's fine i can send a drainage job across have you [sys] ok [usr] got any idea when you would be able to attend i i don't think the the engineer the plumber seemed to not think it would be today it would more likely be tomorrow i don't know if that can you see anything on your side for availability [sys] not for today i think he he probably was right [usr] it [sys] when [usr] is tomorrow [sys] he said about tomorrow [usr] ok all right that's fine that's fine i think the customer understands that the plumber has already told him that anyway all [sys] all [usr] right [sys] right then [usr] ok [sys] [pii] [usr] i'll send that across thank you very much [sys] all right bye [usr] bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning thank you for calling dino [pii] speaking how can i help [usr] good morning i've got a blocked drain and i was just wondering i've i've tried rodding it myself but it seems to be potentially under the house a bit i can't get to it through rolling points et cetera if i call you guys out do you have the cctv equipment on your standard if we if we need to go down that route or is that a separate service that comes out [sys] the cctv surveys are separate and they do need to be booked directly with our local offices because it's the equipment that needs booking not the person and only the only the local offices get visibility the equipment [usr] right [sys] i could certainly give you their phone number if you want to speak to them [usr] ok fine just give me a second i'll grab a pen [sys] sure can i just [usr] one [sys] take the postcode while you have a look [usr] it's [pii] [pii] ok [sys] sorry [pii] [usr] [pii] [sys] [pii] let me have a look here we go do you have a pen handy [usr] i do [sys] it's [pii] [pii] [usr] yep [sys] [pii] [usr] ok [sys] all [usr] thank [sys] right [usr] you very much [sys] give them a call they'll be able to tell you all about it they'll be able to say the prices as well [usr] and do those vans carry stuff they come and do the camera and then they go again are they [sys] exactly [usr] ok fine thanks for your help [sys] all right you're very welcome take care

9Sales Lead

[usr] found good morning this is [sys] good morning plumbing [usr] hi very good morning sir my name is and i'm calling you from are you the owner of plumbing [sys] no [usr] hello [sys] that's british gas [usr] ok when can i get back to [sys] er it's british gas you just need to give british gas a call [usr] i understand no problem then ok thank you sir [sys] thank you [usr] bye [sys] bye

9Sales Lead

[sys] good afternoon diner road [usr] hello i don't know if you can help me since last friday there's been an awful smell in my kitchen and the bedroom above i don't know the the drains aren't blocked but i don't know if there's dead wrapped in there or something but [sys] ok [usr] i've been putting bleach and boiling water down but it you [sys] ok [usr] know and today now it it's been strong again [sys] ok and whereabouts are you [usr] pene grade to me [sys] ok it's a difficult one smell if there's no evidence of a blockage i mean from our point of view we could come and flush the drains through for you but obviously that would be chargeable at 100 and £80 have [usr] right [sys] you had any plumbers out to check at all [usr] no [sys] for any leaks or it might be worthwhile [usr] no [sys] just getting the plumber out first of all to check the leaks and things [usr] all right ok ok [sys] and i'll ask them to check if there's an air admittance valve that may be faulty as well [usr] right ok then [sys] all right [usr] ok [sys] thank [usr] thank [sys] you [usr] you thanks [sys] bye [usr] bye [sys] bye [usr] bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you at road how can i help [usr] aye hello there i i phoned just a short time ago and night [pii] gave me some some good good advice i want to get my my toilet unblocked just very quickly the whole quick version is the people that put the toilet in last year we ongoing problem they came out to check that problem wasn't the toilet and the unit and all that they've taken the the toilet off the wall just now and i said well that's fine i'll get somebody to get us a blockage problem i'll get i'll phone up yourselves to see if i can get it cleared i wonder if that would be possible for somebody to do that for me please [sys] you've got blocked toilet is this regarding your domestic property or a commercial [usr] it's domestic it's my house [sys] and do you have british gas home care cover for your plumbing and drains [usr] well [sys] no [usr] your your your previous your previous your previous employee i was talking to he was asking me saying i checked up i've got house cover that covers it through a house insurance it covers us there for a wee bit for that we would just i would just pay you and then i would claim it back with a receipt off my house insurance [sys] no of course that's fine right do you have another toilet on the property that you can use [usr] i do i do yes it's it's excuse me the right problems i've got just as you can probably hear my voice i've been very well and they're trying to keep trying to keep the toilet separate it's a we covered toilet down the stairs on the bathroom they trying to stay away from my wife i'm just trying to get them both back up and running as quick as possible again the the the the bathroom people i said to just leave that off if the guy that they said look once you get it cleared they'll come back and we'll fit it for you as well that's great thanks very much i'm just looking for it cleared the guys will come back out and they'll put that other toilet back in place [sys] ok [usr] for us [sys] that's [usr] very [sys] fine [usr] kind [sys] it's [usr] of [sys] both [usr] them [sys] the toilets that are blocked [usr] no just upstairs one just upstairs [sys] right because you do technically have another toilet that you can use the soon as we'll be able to get someone sent out to you will be on monday [usr] give me a sake i i just need to try somebody else i can do as i say i'm not well just now and i'm not wanting to i've got swabbed and everything it's not covid but it's something else and i'm trying to keep the toilet separate from my wife now she's not going to catch it it's just i had it for two weeks [sys] i do [usr] i can't [sys] apologize [usr] i can't wait [sys] but that would [usr] to [sys] be the [usr] i'm gonna [sys] soonest [usr] have to try and phone somebody else i need well i'll i'll i'll see i'll see if i can get some stuff i need to give a wee ring back just to see if that's if [sys] you're [usr] that's [sys] welcome [usr] any use [sys] take care bye bye now [usr] well thanks for your help thanks anyway bye

9Sales Lead

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing [usr] ok [sys] services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening [pii] speaking how can i help you [usr] hi you're speaking to [pii] from services [sys] hi good evening how can i help [usr] hi i have a customer on the line we've booked off an emergency for tomorrow it's an uncontainable water leak we're just crying that's they can't have an engineer coming out tomorrow because the water is pouring and they can't do anything thank you [sys] they have an appointment booked for tomorrow [usr] but they're saying [sys] are [usr] that [sys] you [usr] with the way the water is pouring they won't be able to wait until tomorrow [sys] and you're calling from [usr] the services department british gas [sys] are you not able to reschedule the job [usr] we've booked we can only book a job as an emergency how the emergency works is the earliest that an engineer can go there is before one pm tomorrow they're saying that they can't hold up until tomorrow by it will be too late by then [sys] right i'm unable i on you you're not through to the local office the local office is close at six you're through to the the customer services i'm unable to book the jobs which has british gas policies we don't we are unable to book those from yourself you need to rebook it for them i'm not able to help you in this situation [usr] ok all right no problem thank you [sys] ok thank you bye [usr] thank [sys] bye [usr] you bye thank [sys] bye [usr] you bye your ine

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team [usr] bye bye [sys] if you need any help with a drainage problem press one if you require our plumbing services [usr] it's all compassing [sys] press [usr] downstairs [sys] two [usr] mate i [sys] or [usr] er i've [sys] if [usr] just [sys] you [usr] tried [sys] have [usr] calling [sys] an existing [usr] a couple of our guys [sys] home care [usr] and they've [sys] policy [usr] not answered i'm [sys] it's [usr] on hold [sys] three [usr] to dino rod cos they're the only people that will come out as an emergency i'll give you a shout i'll let once i've [sys] i'm [usr] spoken [sys] sorry [usr] him [sys] i didn't get anything [usr] alright [sys] if you need any help with a drainage problem press one if you require our plumbing services press two or if you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes speaking how can i help you [usr] hi i just need to book in a service for an emergency drainage issue if that would be ok [sys] or a domestic property or a commercial property [usr] sorry [sys] is it a domestic property or for a commercial property is it for your home or is it a business hello hello hello ohh are you able to hear me i'm going to disconnect the call now because i'm unable to hear you if you could please give us a call back hello ok i'm going to disconnect the call now

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the [usr] it's [sys] options [usr] not [sys] carefully [usr] gonna cover [sys] we can [usr] it [sys] get [usr] cover [sys] you to the right [usr] insurance [sys] team if you need any help [usr] he [sys] with [usr] he [sys] a drainage [usr] is a massive [sys] problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks [usr] no [sys] visit [usr] that's the [sys] dino [usr] thing [sys] dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] the [pii] [sys] we record calls for quality [usr] spoke to [sys] and [usr] him earlier [sys] training [usr] to a woman [sys] purposes [usr] i think she was in a tun probably the last the water's fucking crashed [sys] dino [usr] the car [sys] is [usr] again [sys] one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted [usr] i say [sys] boilers [usr] crush [sys] we're here [usr] she first [sys] to help [usr] off to drive hit the wall well what the fuck are you doing i didn't see it narrow i thought it i thought i was i i didn't think i was that close and then she went to her to her mate bag and there's a load of girls and a load of boys and that and then to be fair to the lads they were going to the fucking shop and buying white some fucking or something we'll get that number again well no [sys] our local [usr] fuck that [sys] teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] come on i [sys] how can i help [usr] hi mate i've had a bloke come out to jet wash my pipes et cetera we thought it was you but i phoned her and it wasn't you but i need a survey doing us with a camera down there cos i've got a terrible smell coming and it's got worse after cleaning the pipes out [sys] ok [usr] is that something is that something [sys] and [usr] you can [sys] i said [usr] do [sys] what i'll do is i'll text you the to the local office that will be doing the job when it comes to cameras they'd to speak to everyone direct just they can give you an idea of price and let when they can come out and everything [usr] yes you're gonna text me the number for the for the local office [sys] can i just take the postcode [usr] [pii] [pii] [sys] right no problem i'll just text you that number now and then obviously as i said if you just give them a ring when you're free they can then sort everything out for you [usr] brilliant thanks very much [sys] all right no problem cheers for that [usr] thank you bye bye [sys] bye bye

9Sales Lead

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from block them to burst pipes and busted boilers we're here to help good morning you're through to dino my name's [pii] how can i help you today [usr] hello there good morning can you hear me ok [sys] yes thank you [usr] good sorry i've i've been having problems with my telephone line i've got a a blocked drain from my sink at the rear of the house [sys] huh [usr] it's a it's a shared drain it it's one of these that goes from neighbor to neighbor and goes through our property i don't know if the problem resides with us but it's not running away at the [sys] right [usr] moment [sys] no problem can i just ask have you contacted your local water board because of being a shared drain it could be that they have they have have adopted that drain and if they have it would be their responsibility to clear it not yours [usr] i i how do i find out who my water company is do [sys] a lot [usr] i know [sys] of [usr] seven water supply our water but i don't know who [sys] that [usr] the [sys] would be the same person it's the same company [usr] ok it's the same company if i give them [sys] if [usr] a call [sys] you give them a ring [usr] there's [sys] just [usr] chance that they [sys] that's correct just to make sure that they haven't adopted that drain because with it being [usr] ok [sys] with shared drains the local water boards do tend to adopt them but not all if they've adopted that drain it's their responsibility if not then it would be your responsibility and your neighbour's responsibility to get that sorted [usr] ok no problem thanks much for that i'll [sys] no [usr] give them [sys] problem [usr] a call now [sys] thank you much for your call take care now [usr] thanks [sys] bye bye [usr] a lot cheers bye bye bye

9Sales Lead

[usr] thank [sys] thank [usr] you [sys] you [usr] for [sys] for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes city to dino power to be gas [pii] speaking how [usr] hiya [sys] can i help [usr] we've got a outside drain just a just a rainfall drain it's a little one on the driveway but it seems to be clogged with mud things do soak away but obviously [sys] ok [usr] it's very very slow how much would that cost to flush it out [sys] ok do you have a home [usr] no [sys] care policy with [usr] no [sys] british gas no is it property [usr] yes [sys] where you live and are you the property [usr] yes [sys] owner ok for the standard unblock is 100 and £80 [usr] right ok all right ok well i'll get i'll i'll speak to my wife and i'll come back to you if that's all right [sys] no [usr] all [sys] problem [usr] right thank you very much cheers bye [sys] take care bye now bye

9Sales Lead

[usr] ok [sys] good afternoon how can i help [usr] hello good afternoon my name is [pii] and i'm calling from the norse group in [pii] hello we are putting together a tender for domestic drainage works for a number of social housing stocks in [pii] and [pii] and [pii] who do you think is the best person that i could speak to with regards to how we can get well first of all would would you as a company be interested in it and who i could send the information to [sys] bear with me just one moment [usr] ok [sys] mines are currently busy hold for a short while and your call will be answered on hold but we will be back with you soon thank you for calling our staff will be with you as soon as possible lines are currently busy short while and your call will be hello [usr] hello [sys] i believe all the managers are in a meeting at the moment [usr] ok [sys] which i mean you you can send an ee email and i can forward this on to the management [usr] ok then that'll be fine what's the best email address [sys] it's [pii] [usr] [pii] yep [sys] [pii] [usr] [pii] [pii] er yes [sys] and it's the nine or hyphen [usr] hyphen right ok [sys] yes [pii] [usr] is that [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] your dreams dot com lovely i'll do that right away thank you very much indeed for your help [sys] lovely thank you [usr] thank you bye bye [sys] bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon you're through to [pii] at dino how can i help [usr] i was not gonna happen because what it is we've got problems with road and in in our property they're coming from the drainage and i've had welsh water there and we [sys] -huh [usr] we we bought the house over a year ago but we've had to have a drain survey and welsh water said whoever done the extension of all the drain it's nothing to do with them they can't do anything the council said to try and ring you to see if i could get something you have to give us a quote on how to sort the drainage because that's where the rats coming from now they're coming through the main drainage [sys] right let me get you the number for the office of that area and what's your post code [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] thank you have you got a pen and paper to write this number down [usr] i go to penn [sys] ok number is [pii] [pii] 13535 [usr] shit 535 lovely thank you very much [sys] no worries take care [usr] bye bye [sys] bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to [pii] how can i help [usr] hi there we got a and we got a drainage problem [sys] ok [usr] it's a serious problem now i need to get someone to be here to help us because the water is flooding inside the house anyway [sys] ok you need to call the british gas home care team [usr] ok [sys] have you got their contact number [usr] please [sys] the contact number is [pii] [usr] ok [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] are they working now [sys] yes they are [usr] thank you

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold [usr] i finish my [sys] hi you're through to how can i help [usr] hello hi my name is he i'm looking for some drainage [sys] sorry do [usr] expert [sys] you mind repeating that [usr] who [sys] please [usr] is able to move the kitchen garage from within the property to outside of the property [sys] right ok [usr] the current kitchen galley is within [sys] right [usr] the property [sys] ok [usr] is inside the kitchen [sys] those types of appointments are booked in by the local [usr] we [sys] office [usr] want [sys] if [usr] to [sys] you give [usr] move [sys] me your postcode [usr] that one out [sys] i can transfer [usr] of the property [sys] you over to them [usr] just outside of the wall of the kitchen [sys] ok thank you i'll transfer you over now [usr] sure h b 19 [sys] to [usr] nine [sys] [pii] [usr] u y [sys] thames valley region limited all calls are recorded for training and monitoring [usr] sure [sys] purposes to book a job press one for accounts press two for cctv queries press three and for anything else press four good morning how can i help all right that's great thank you bye bye but [usr] hello hi my name is we have some problems with the kitchen drainage pipes and we got some a local [sys] ok can i take [usr] to [sys] your [usr] take [sys] post code [usr] a look [sys] please [usr] at it and he suggested to move the kitchen gully [sys] yes [usr] from inside the property to outside the property and get the pipes [sys] ok [usr] laid to the [sys] [pii] [usr] h b 19 nine u y [sys] ok hold on one second i'm sorry ok [pii] can i pass this to you what about you sorry i'm just putting you on hold for one second thames valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 days a year emergency assistance and provide personal local service with the backing of a national organization for more information on our capabilities visit dino dot com whether you're a domestic commercial or industrial customer dino rod thames valley region is here to help stay on the line to discuss your needs with us complete peace of mind dino rod thames valley region offers service and maintenance contracts to suit your requirements with regular care you can prevent drainage issues arising and save yourself unnecessary cost and inconvenience it's obviously eight yes hello [pii] speaking am i partners put you through to me she wasn't quite sure what you needed can i ask what the problem is kitchen drain i know right [usr] we were having some [sys] and [usr] issue with the kitchen brain ok er [sys] right [usr] it was back flowing the water whenever use the sink or [sys] that's [usr] the dishwasher [sys] one [usr] or the washing machine because all are connected to the same pipe [sys] would be [usr] we called a local plumber [sys] right [usr] he couldn't help us although he [sys] ok [usr] he just put a dread [sys] good [usr] pipe [sys] good [usr] which we had the and he tried to drain it out but still the problem was persisting we used some one shots and all of those nothing helped what he suggested is the kitchen [sys] i [usr] gully was sitting inside the property that is within the kitchen itself and that needs to be [sys] perfect [usr] out [sys] and just you [usr] out [sys] know it [usr] the property [sys] right ok [usr] and it should be it [sys] have [usr] is now [sys] you [usr] correctly [sys] had any issues [usr] linked [sys] with [usr] to [sys] it previously [usr] the outside pipe which is the public one that that can remain the same but the gully needs to be [sys] i see [usr] moved out to make a direct that is the requirement [sys] right i'm not sure if that [usr] no [sys] is something [usr] it's [sys] we [usr] it's [sys] can do [usr] only [sys] i think [usr] an [sys] that's [usr] year [sys] why my [usr] that [sys] colleague [usr] we are here [sys] was [usr] in [sys] a bit [usr] this property [sys] unsure [usr] we [sys] just [usr] purchased [sys] bear [usr] it [sys] with [usr] from [sys] me just [usr] the [sys] one [usr] previous [sys] second [usr] landlords [sys] and [usr] they [sys] i'll [usr] were here [sys] just double [usr] for [sys] check [usr] say [sys] hold on [usr] about 20 years or [sys] hems valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 [usr] sure [sys] days a year emergency assistance and provide personal local service with the backing of a national organization hello hi none of the managers are in at the moment they're all out on jobs can i possibly take your number and i'll get somebody to give you a call back and let all right what's your name and what's the best number to get you on [usr] that works [sys] [pii] [pii] [usr] hamma hotel [sys] [pii] [usr] echo mike alpha [sys] [pii] and what was the address of the property [usr] [pii] [sys] that's close [usr] [pii] [sys] ok what i'll do is i'll pass this information [usr] [pii] [sys] to our managers when they come in and they'll probably give you a call they might have to come out and have a look and see [usr] number [sys] see [usr] 25 [sys] if it's [usr] at [sys] something [usr] kings close [sys] we can do and and give you a price and everything ok all right thank you for your call bye bye [usr] that's fine thank you much see you bye

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing press did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes easy air one speaking how can i help you [usr] is that down the road [sys] it is hello [usr] hello i've i've been in touch with british gas and they've said an engineer will come out between eight and six tomorrow i've had an engineer today from british gas and they've been in the loft and i've now got leak coming through the light in the kitchen in the in the bathroom it's it's dripping constantly i mean it's not pouring out and i've the the home is of my 100 year old father it's just me here and i'm ever for it and at eight o'clock sorry [sys] ok and sorry and is this a british gas did you say [usr] it's british gas yes i've just been on to with them for 40 minutes trying to get through and they say they have now referred me to your yourself because i've just had a aaa message on my phone to say that an engineer will be here between eight and 96 tomorrow well obviously i'm i'm really concerned about it i can't get the water off it is eight in the morning the earliest anybody can come [sys] since it's a british gas i would need to transfer you over to one of my colleagues ma'am and they can assist you if that's ok as you're you're a british customer and you're through to the on-demand team [usr] well this is i was just hoping i mean they've give me your number and a reference for a visit in the morning i was just hoping that i could get somebody out before eight o'clock in the morning would [sys] ok [usr] you be able to would you be able to make sure if you can't that somebody here is at eight o'clock rather than between eight and six [sys] unfortunately i can't do anything on my side but i'll transfer you over to someone who can if that's ok [usr] is that british gas because i've just been on with them [sys] it it would be british gas yes that's correct [usr] what would they be able to do any more than they have done [sys] if you can speak to them again and if not we you can escalate it with the local office however they should now be shut at 6 p.m. if the british class side can't do anything you can maybe call in at 8 a.m. tomorrow [usr] ok i'll i'll do that then but it's it's what i do in the meantime it's i don't know i'm just lost i don't know i it's an emergency and i don't know i contact [sys] if it's an emergency they wouldn't normally do it on the same day just bear with me i've i can transfer you over to them now and if we can get someone outside it's perfect if not you can get the local office's number from british gas and you can give them a call [usr] ok [sys] ok i'll transfer you over now [usr] ok [sys] thanks for protecting your home with british gas [usr] they've only [sys] our [usr] put [sys] nationwide [usr] me through back to [sys] team [usr] british [sys] of expert [usr] gas [sys] engineers [usr] again [sys] are [usr] dad [sys] always [usr] we can't [sys] on hand [usr] do anything [sys] to help [usr] till the morning [sys] and we're [usr] can [sys] here [usr] we [sys] whenever you need us [usr] di rod has put me through to british gas i've got through to [pii] but the local place shut at six o'clock no they just put

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to how can i help [usr] hi i phoned earlier about a drainage problem and i've got an appointment with you guys but one of the questions earlier was if i had home serve or something which i didn't know cos obviously it's my mum's house and i do i was wondering if i could update it [sys] ok [usr] on the [sys] what's [usr] system [sys] the post [usr] or something [sys] code please [usr] it's [pii] [sys] thank you and the first line of your address please [usr] it's [pii] [sys] and you've got a british gas home care cover [usr] er home serve i don't know but that's what she told me to say home serve [sys] ok that's fine and let me pop you through to the right department i've canceled this one for you [usr] perfect thank you [sys] no for me hello welcome to british gas service limited please enter your account number using your telephone keypad ignoring any letters then press the hash key i'm [usr] bye bye [sys] sorry i didn't catch that please enter your account number then press the hash key this may start with 85 or nine i'm sorry i'm unable to find an account with that number please try entering it again

9Sales Lead

[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to customer service advisor please hold hello you're speaking to [pii] at on demand how may i help [usr] hey there we're [sys] right ok [usr] a a retail showroom and we've got trying to get [sys] right [usr] a drain [sys] ok [usr] unblocked [sys] four [usr] a bit better because we've just flooded overnight because we had downpour [sys] ok [usr] just [sys] what i can [usr] to see [sys] do [usr] what [sys] is [usr] price you guys charge for it it's not [sys] i'll [usr] outside [sys] have to get you [usr] manhole [sys] to [usr] it's [sys] i'll [usr] a square [sys] have to get [usr] 30 [sys] you through to [usr] by [sys] the local [usr] 30 [sys] office [usr] drain [sys] if you [usr] but [sys] need [usr] obviously [sys] a price [usr] links to another [sys] and can i take your post code there [usr] but it's about it but it's about a 30 m run you need to get pipes pipes down s l 61 [sys] right [usr] q [sys] do you [usr] e [sys] have a pen there i've got the phone number here for the local office it's [pii] [pii] if you give them a call they'll be able to advise on [usr] sure [sys] charges [usr] ok [sys] thank you thanks bye [usr] i ok right super thank you bye

9Sales Lead

[usr] where is that one [sys] good morning [pii] how can i help [usr] hello i think i just spoke to you didn't i is that a brook line [sys] that myself no [usr] did did you answer the phone put me through to someone else now [sys] no that wasn't me no [usr] ok then i've got a block drain in the garden where it's my mum's drained she's a pensioner and we tried doing it with roger it ain't happening i just wondered what you charge to come out and do it [sys] it's for us to investigate and clear blockage is 100 and £65 [usr] ok [sys] if the engineer finds something which may prolong the unblocking process such as defective pipework roots or scale then there would be a £55 charge for every half an hour after that [usr] ok i'll get right back to you i have a mum [sys] ok no that's absolutely fine [usr] hey what can you say if we go with it [sys] i believe my colleague said friday [usr] friday ok lovely thank you [sys] no worries thank you

9Sales Lead

[sys] thank [usr] thank [sys] you [usr] you [sys] for calling [usr] bye [sys] dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] my name is [pii] how can i help you today [usr] hi hi sweet my name's [pii] i'm calling from the cedars hotel in [pii] [sys] hi [usr] hi i've spoken with my manager it was just a quick call we've got one of our rooms er the toilet's blocked and we can't figure out where it is that the problems coming from i was just wondering if you'd be able to pop out in the next couple of days just to have a look and possibly [sys] we [usr] get it sorted [sys] can definitely arrange that for you [usr] amazing [sys] ok can i just clarify is this a domestic or commercial property [usr] a commercial [sys] and do you have any form of long term agreement with either british gas or dina rod for plumbing and drains at all [usr] i'm not sure to be honest [sys] that's fine i can have a look [usr] yes [sys] do if we've you've used our service before [usr] i believe we have cos it's my manager who's given me your number [sys] right that's fine could i have the post code first full sorry i apologize [usr] no problem [sys] post code first line of your address and your full the hotel name [usr] it's the cedars hotel the [sys] the see [usr] ceders [sys] it [usr] [pii] road er st market and the postcode is indigo papa 14 [sys] and they got papa 14 [usr] two alpha juliet [sys] two alpha juliet thank you ok bear with me one moment [usr] no worries take your time [sys] indigo papa i to alpha juliet what i'm going to do is i'm just going to check whether we've been there before which we have [usr] amazing [sys] that's fine and can i ask once the engineer has attended how would you be paying for any work on the day [usr] i'm not sure how it would work i assume it'd be the same as last time there's probably if you send us an invoice i'll send it to my manager and then they'll sort it out by the accounts team [sys] ok that's fine and could i have a site contact name and site contact number please [usr] my name's [pii] i'll [sys] [pii] [usr] give you my mobile it's [pii] [sys] one moment [usr] sorry [sys] i just have to delete a an old contact number and put in the new [pii] [usr] what what was the number that you've got sorry it already [sys] i've just [usr] gone [sys] deleted it [usr] no worries no worries it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you ok we've got a blocked toilet block drain is that correct and is it overflowing [usr] it does if you continue reflush it it will do i mean it's [sys] all [usr] it's been [sys] the [usr] a problem [sys] floors [usr] for i've i've only been here a month [sys] and [usr] and it's been a problem the entire time [sys] all right and is there a another toilet that can be used [usr] not in that room no 00 [sys] right [usr] every every other toilet in the building is fine it's just this one room [sys] ok ok sorry i'm just popping some details onto the system for you we can get this sorted right there we go and is there anybody at the property classed as vulnerable that could be affected by this issue [usr] no [sys] no thank you all right what i'm going to do is i'm gonna get this sent straight over to our local office and they'll pick it up shortly and then they will contact you to arrange for an engineer's visit and also to go through pricing with you ok [usr] ok perfect [sys] they just take at the moment i've just got to get they sent over ok that has been sent over to our local office for you [usr] amazing [sys] and they should be in contact soon i said to [usr] ohh right [sys] er go through pricing and availability [usr] mushing [sys] of an engineer for you [usr] ok [sys] and [usr] perfect [sys] that's our [usr] smashing [sys] thank [usr] thank you [sys] you [usr] sweet [sys] much for your call have a good day [usr] cheers and [sys] take [usr] yourself [sys] care now [usr] to all [sys] bye [usr] the best [sys] bye [usr] you too bye bye

9Sales Lead

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require plumbing services did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to calling [pii] how can i help you today [usr] hiya i've got an issue i'm at a school in [pii] i've got an issue with a blocked toilet back to a manhole i haven't got authorization to book anything yet but if i was to book within the next half hour how quick could you come out [sys] that's a pretty difficult question [usr] right [sys] we can't just check quite quite [usr] pa pardon [sys] we're more to be able to can you give me a brief description [usr] all it is we've got we've got a manhole when it's all internal we've got a manhole it goes back to the toilet i mean normally i i can unblock it myself in five minutes it's about a 2 m well 3 m run back to the back to the toilet and the blockage is between the toilet and the manhole i mean to be honest if you got one of those the spider things on a on a on a rod you'd probably get it in five minutes but i normally just try and use a rod with a plunger just to suck it down and it ca it won't just won't move it's rock solid in there but the issue we've got is obviously the school comes starts from about nine o'clock if it's after nine o'clock it's probably not gonna be doable i say i don't know what's the quickest you could get out [sys] it'll probably monday now from that job [usr] right [sys] and it it we we we we won't be able to arrange a job before nine o'clock that's pretty [usr] this [sys] much impossible [usr] ok [sys] we [usr] ok [sys] only have three different [usr] no well [sys] apartment [usr] that's [sys] slots [usr] all that's all right then i'll i'll i'll probably ring back and book it for monday then it just have to stay out of order [sys] no worries [usr] i'll [sys] then [usr] i'll i'll get that and well and the payment obviously do you invoice or do we how do we how do we go about paying when you come [sys] it would be invoiced [usr] you'll just invoice it to us ok well lovely thanks for all your help i'll give you a bit fell a bit [sys] no [usr] later [sys] worries [usr] cheers bye [sys] alright [usr] bye

9Sales Lead

[sys] thank you for calling dino [pii] partnered with british gas we record calls for quality and training purposes the current wait time is approximately 34 minutes [usr] what [sys] thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual [usr] and [sys] service [usr] you [sys] visit or repair [usr] did you [sys] online it's quicker [usr] play [sys] than calling [usr] downstairs [sys] plus you'll see exactly the same appointments [usr] it did [sys] as our team do over the phone [usr] really bad it's ok the clothes are gonna be gone i do they rinse them again no no no you can't be doing everything i'll do it can you just relax now but no go look for something now right all right i don't know it's [sys] looking [usr] just that [sys] for our latest energy hive and new boiler offers [usr] that's [sys] search [usr] 49 [sys] british [usr] right [sys] gas offers online or ask us today [usr] in the mortgage i know but the same day might be a problem as well no i'm not calling my wife would be calling me at this time

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold hi you're through to how can i help i'm good how are you [usr] good morning how are you i'm good thanks i work for [sys] are [usr] academy [sys] you [usr] it's a [sys] do you [usr] in [sys] already [usr] [pii] [sys] have a contract [usr] and we're looking [sys] with us are you looking [usr] at getting [sys] to [usr] all of our man holes and all of the drains under a maintenance contract [sys] right ok that would be something that the local office which is where the engineers would [usr] but [sys] be [usr] i'm [sys] dispatched [usr] i'm [sys] from within [usr] i'm [sys] your [usr] looking [sys] area [usr] to set [sys] deal [usr] up [sys] with [usr] a a contract [sys] and they open in about 15 minutes they open at nine if i give you their contact number you can call them and can i take the postcode and then i'll be [usr] ok that'd be ideal [sys] [pii] was that [pii] [usr] e eight a two e y [sys] their contact number [usr] echo [sys] is [usr] a [sys] [pii] [usr] that's correct [sys] [pii] [pii] it's the right great thanks for calling [usr] wonderful fantastic i'll give them a call in about a half hour thanks bye

9Sales Lead

[sys] thank you for calling [pii] partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold dino is the uk s expert repair service offering fast professional solutions to building maintain morning speaking to how can i help potentially potentially [usr] yes please [sys] we will [usr] could [sys] be able [usr] you tell [sys] to what's [usr] me [sys] your post [usr] do [sys] code [usr] you unclog soak aways next to [sys] risky [usr] the house [sys] victor 10 risky victor 10 that's fine what [usr] it's [sys] i can [usr] w [sys] do [usr] v 10 [sys] i get [usr] 0 [sys] you directly through [usr] s [sys] to [usr] r [sys] the office who will deal with it in your neck of the woods they'll go they'll [usr] it [sys] they'll confirm categorically [usr] it zero [sys] yes or [usr] s [sys] no [usr] r [sys] if yes they'll go over cost and availability we can go from there on the line i'll get you through to him now won't be a sec no problem thank you [usr] ohh can you do can you do that for me now [sys] hello [pii] [pii] speaking [usr] thank you very much thank you [sys] it is [usr] hello is that [pii] right can you tell me do you unclog er soak aways the house has got a it's [sys] ok i've not [usr] a semi [sys] heard of a soak [usr] it's got [sys] away [usr] a gully [sys] what's is that [usr] down [sys] septic [usr] the drain [sys] tank [usr] pipe [sys] thing [usr] into the [sys] or [usr] soak away next to the house but it is absolutely oozing over [sys] ok i don't [usr] well [sys] know that [usr] it's [sys] i don't [usr] a drain [sys] really work for [usr] well [sys] the drains department [usr] well i suppose [sys] could [usr] it's a it's [sys] i ask [usr] a drain [sys] that you give us a call [usr] it's a drain that's taking the [sys] possibly [usr] water off the [sys] in [usr] roof [sys] about 45 minutes when when the lady that's a dispatcher there she'll be in then and she might be able to help you i am sorry i can't help you lovely thank you take care bye bye [usr] i i'll do with that i'm no i'll ring back thank you very much bye bye bye bye

9Sales Lead

[sys] thank you for calling dino [pii] partnered with british gas [usr] i [sys] please [usr] know that [sys] listen to the options [usr] hard it [sys] carefully [usr] up we we discuss [sys] we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] you don't give me any option to do [sys] did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] did you say you didn't hear c school of the night only when i first sent the baby it was just see me hello and i just [sys] our local [usr] i had [sys] teams of expert engineers are available [usr] i wasn't [sys] across [usr] sure there was [sys] the [usr] a bird [sys] [pii] [usr] or a mouse [sys] 24 [usr] or whatever but there wasn't [sys] 7 [usr] but [sys] 365 [usr] she heard [sys] days a year [usr] she was playing around or something when me last night [sys] well i move my name's [pii] how can i help [usr] hi i made a booking online on the 30th of december for today and i didn't have a confirmation email i just wanted to make sure that i'm still on the on the jobs list [sys] ok let's have a look was it were to be paid for by yourself or is it being done under british gas cover [usr] no it's paid by myself [sys] you're just gonna be here paying for it ok give me a moment then let me pop into if i could just take the post code for the property [usr] it's [pii] [sys] ok bear with me one moment i'm just gonna pop into and if i could just take your name and the first line on the address [usr] it's missus hella [pii] and the first line is [pii] [sys] ok doke that's fine right there's a job booked on there for today right [usr] excellent [sys] your toilet's taking a long time to clear is it [usr] aha [sys] right no problem but that's all all assigned to the local dino team for this morning for it it shouldn't be too long [usr] that's [sys] before [usr] perfect [sys] you hear something what we'll do is the engineer will normally ringing you 20 minutes half an hour before they arrive let you [usr] ok [sys] know that they're on their way we've got a mobile number on the booking [pii] [usr] perfect [sys] that's still [usr] yes [sys] the best one as i say the engineer will give you a ring on your mobile 20 minutes [usr] that's [sys] half [usr] great [sys] hour before they arrive all right [usr] i just wanted to make sure thank much [sys] no that's fair enough no worries at all you're welcome we'll see [usr] cheers [sys] you soon [usr] bye [sys] cheers bye bye

9Sales Lead

[usr] no [sys] hello [usr] why not [sys] [pii] good to speaking [usr] hi [sys] hi [usr] i'm trying to see if it's possible to book somebody to come today if possible we're having a drain problem [sys] we can't today is sorry is it drained is it [usr] sorry [sys] is it a drain problem you said [usr] from the sink it's not coming out [sys] let me just forward it through to the department right now and they they have a for you [usr] ok [sys] right [usr] we're based in [pii] i don't know where the numbers it wasn't 0208 number but i i'm not sure it's probably a central number [sys] based where sorry [usr] in [pii] [sys] right that [usr] ok right do you have a central number that i could call because [sys] from [usr] i [sys] it [usr] i put on on google and this is the number that came but it looks it's in [pii] [sys] this this number is for liverpool let me just see for the central number for you one moment [usr] ok [sys] morning have you got a pen and paper to write down [usr] sure [sys] [pii] [usr] [pii] [sys] [pii] [usr] ok [sys] [pii] [usr] [pii] [sys] that's [usr] ok [sys] i suppose [usr] thank you [sys] bye [usr] no problem bye bye

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes [usr] hello [sys] thank you for calling in today you've come through to just in british gas i'm a solver with the home care team can i confirm who am i speaking to what's your name please [usr] it's [pii] [sys] once again please may i have your name please [usr] [pii] [sys] hi [pii] thank you for calling in today if i can confirm what's the first line of the home address what's the postcode please [usr] [pii] [sys] thank you [pii] thank you for confirming that to me [pii] i can also get from you are you calling in today about your gas and electricity today [usr] it's [sys] or is it [usr] complaint [sys] about your home care policy [usr] it's a complaint regarding a claim i made on the home care policy [sys] space certainly when did you make that claim if i may ask mam [usr] the engineers were here on the 19th of december [sys] 1912 23 complaints about claim ok do you mind elaborating if that's ok with you [usr] it was a new water cylinder that had to get replaced and they left the old water cylinder [sys] should [usr] at the side of the house [sys] ok [usr] and said that there'd be someone coming to collect it the following [sys] right [usr] day i thought ok that's fine come the 23rd of december i was having some friends right because we've got a barbecue cabin and i didn't want the friend coming through the house i always say to them just come out the side gate and [sys] then [usr] you access [sys] who is [usr] that door into the barbecue cabin [sys] yes [usr] where we're having some drinks and stuff anyway on the 23rd the water cylinder and the cardboard box [sys] one [usr] the new cylinder came in was still there and it's not nice you've got people coming round and they've got to make their way round past some [sys] through [usr] debris [sys] through [usr] that's [sys] the parts [usr] just going out today it's still there but not only that the [sys] it [usr] box [sys] is [usr] that the new cylinder came in is sod and wet now because we've got a storm going on and to to my disgust the workmen have also put their leftover lunch and the plastic bottles or plastic bottles they're [sys] we [usr] they're [sys] said [usr] they're rubbish and everything inside the the the cardboard [sys] sure [usr] box a large box [sys] who [usr] which is now [sys] with [usr] strewn across my pathway it's still here i can't believe that i'm now having to pick up their mess and the box is completely sodden in pieces could you imagine a wet cardboard box it's just gonna disintegrate isn't it [sys] has it been [usr] i've got i've still [sys] has [usr] got this [sys] it been has it been pulled apart [usr] it's been pulled apart cos the winds and [sys] ok [usr] the weather [sys] bye [usr] but as i say i've had to go out out the side of the house and clear in their rubbish from from where they've deposited it inside the box i'm [sys] ok [usr] angry that they've just left it there [sys] according [usr] and put their [sys] to [usr] rubbish inside it from obviously not expecting me to collect it but thinking that it was gonna be picked [sys] i [usr] up and it's not been and now the side of the house looks i don't know it looks something off your worst council estate is embarrassing [sys] yes ma'am there's a bit of a a bit of a mess at the side of the house based on what's [usr] it's shocking [sys] occurred i can imagine i'd to apologize for that poor level of service that workmanship is not meant i would to apologize for that sincerely would to apologize [usr] ok it's not your fault but i just can't believe it's still there and the fact that the mess at the side of the house with it [sys] was it due to any further work being required mam is is are there parts [usr] no [sys] in the box is that what it was dropped off in [usr] the box was due to get picked up the following day they said on the 20th and the box and obviously the cylinder is still there i've obviously not called in cos it was boxing day yesterday [sys] 38 [usr] the day before the 25th it was on the 23rd when i realized when i invited friends round for drinks and stuff that the the ghastly thing was still at the side of the house for them having to avoid it to get into the back gate and it's obviously still there now i don't know if the [sys] thank [usr] pickup [sys] you [usr] has been arranged but it's certainly not happened [sys] i would to apologize for this ma'am since sincerely i believe that we were there i could see for repair on the second of december that that [usr] hm [sys] that was what i could [usr] the work [sys] see [usr] took place on the 19th [sys] on the 19th it took place ok let's just see all right i've got it there for the second but it went ahead on on on the 19th [usr] they they had to order a new water cylinder [sys] ok [usr] and [sys] and and the box the parts arrived in has been left there meant to be picked up and it's been destroyed by the weather left a mess as well and i apologize for that mrs [pii] [usr] and i've still got the old original water cylinder there as well it's not much the box it's the old water cylinder this small [sys] trying [usr] expansion [sys] to [usr] chamber [sys] include as [usr] as [sys] well [usr] well it's still at all was dumped at the side of the house [sys] you've got all of the all of those items just [usr] i've [sys] sort [usr] got [sys] of [usr] all [sys] left [usr] that the [sys] there [usr] side of the house [sys] ok [usr] still [sys] i will need to speak with the local officers as well to make sure that they are they're they're aware of it i will make sure to raise us feedback to the business as well ok [usr] if you can am i just meant to pick up the workman's rubbish as well now i i deposit [sys] not [usr] it the [sys] at all i don't [usr] the [sys] believe [usr] the the lunch [sys] i don't [usr] that they've [sys] i don't believe i believe [usr] in the box [sys] i believe you'd agree with that i don't believe that's the case meant to be that way i hear you i would agree [usr] i [sys] with [usr] just can't [sys] you [usr] believe it's still there to be quite honest and the mess that's made at the [sys] taps [usr] side of the [sys] not [usr] house [sys] working [usr] i live in quite a nice area [sys] yes [usr] quite in quite a nice part of town and and my neighbors don't expect to come out and see this either that's the thing [sys] i understand completely and i would to apologize it seems they changed our water in direct cylinder supplied by by ourselves i could see the work went ahead i need to call the local offices and find out with them when they plan on picking up the the debris and making sure to clear the area i'll find out with them missus [usr] if [sys] [pii] [usr] you can [sys] if that's ok [usr] yes please can you get back to me or [sys] if you're ok to hold the line i'll be with you very briefly ok understand [usr] no problem thank you [sys] was it hi thank you for your patience thank [usr] hi [sys] you for your [usr] there [sys] time if it's ok with you as as of advice i'm gonna be calling our waste disposal team as well just to make sure get contact with them [usr] ok [sys] to resolve for you as what you've made [usr] right [sys] me made us aware i'm giving them a call right now if that's ok i've been trying to get to local offices they're a bit of a queue instead i'll go through the waste removal and we need to firstly make sure to apologize to you as i've made sure of it the part i've been interested already it just requires the waste collection [usr] yes i have [sys] and obviously we're gonna make sure i'll raise it as feedback to the business man as you've made me aware definitely do let me call them and find out when they can be come up to the household ok [usr] ok i don't [sys] i don't [usr] to be [sys] believe [usr] in that's [sys] that [usr] the [sys] you [usr] thing [sys] have [usr] that's [sys] to be [usr] why [sys] there [usr] i thought [sys] no [usr] it had been [sys] i don't [usr] picked [sys] believe [usr] up by [sys] that [usr] now [sys] you have to be and i agree [usr] no cause [sys] i [usr] it's [sys] apologize [usr] at the [sys] again for for what's occurred bear with you very shortly ok thank you [usr] no problem [sys] hi thank you for your patience ma'am for your time [pii] i'll [usr] no problem [sys] be raising this as feedback to the business you ma'am i appreciate you taking out your time to give us a call today very very much it's been very very helpful i was saying we've got somebody out there friday collection mrs [pii] on friday between 10 and seven i believe that that it is outside the premises [usr] ok [sys] it is outside with that [usr] yes [sys] being the case [usr] is [sys] you don't need to be present 10 to 7 they'll come and pick it up and remove the waste i'll raise it as feedback to the businesses thank you mrs [pii] [usr] ok [sys] are [usr] thank [sys] there any [usr] you [sys] further requests that i could assist you with today [usr] ok that's [sys] ok [usr] it and if you can ask them to pick [sys] july [usr] up if there's any rubbish that's still lying it's probably blown away by now but if there's any other [sys] they they [usr] bits [sys] they'll [usr] and bobs [sys] do the [usr] that'd [sys] best [usr] be great [sys] job if possible i assure you [pii] thank [usr] ok [sys] you much then keep [usr] lovely [sys] well all [usr] ok [sys] of the [usr] then [sys] best [usr] thank you much [sys] take care [usr] thank you take care bye bye

9Sales Lead

[sys] good afternoon how can i help [usr] hello there we have property in apartment block in bay [sys] -huh [usr] and right down by the water and we're getting a lot of flooding and it's [sys] right [usr] just about it's at the vents the event at the the back entrances and it's nearly at the the whole road flooded and it's nearly at the entrance of the front block the three blocks of flats and we didn't know whether road would be able to say have a pumping service or anything that we've tried the fire brigade and they say they got nothing we can do at the moment i don't know if you operate a pumping service [sys] it it's just that we wouldn't be able to do anything because we are inundated with calls we have [usr] right i thought [sys] 30 [usr] that [sys] calls outstanding just now [usr] right [sys] there's absolutely nothing we can do unfortunately [usr] right i thought that might be the case but i thought i'd give it a go anyway [sys] sorry [usr] right [sys] about [usr] ok [sys] that sorry bye [usr] ok [sys] bye [usr] thank [sys] bye [usr] you bye [sys] bye

9Sales Lead

[sys] plumbing [pii] speaking [usr] hi [pii] it's [pii] calling at the jericho coffee traders [sys] hiya [usr] we we're just over in me we've got a a blocked toilet thankfully it's not messy or anything but the water's not draining away [sys] got you you've come through to the plumbing branch i can give you the number for they will be able to deal [usr] 00 [sys] with a blockage for you [usr] ok sorry [sys] no problem [usr] and do they send [sys] [pii] [usr] people today do [sys] quite possibly i don't know their workload and on at the moment [usr] no [sys] but they do tend to work on an emergency basis [usr] sweet sweet ok [sys] more than likely [usr] sweet are they under [pii] number [sys] i've got a direct line [usr] you [sys] for them [usr] legend [sys] that is probably a diverted line but i'll give you their direct number [usr] it's [sys] for you [usr] amazing please [sys] the number to call be [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] brilliant thanks [pii] i'll give them a call [sys] no problem [usr] cheers [sys] at all thank [usr] thank [sys] you [usr] you [sys] bye [usr] cheers [sys] bye [usr] bye bye

9Sales Lead

[sys] thank you for calling [pii] glasgow please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two good morning down the road speaking [usr] er i was wanting to see if he could get me a plumber or roughly much would it be to get a plumber out today my neighbor's getting water [sys] ok [usr] down and [sys] when you see a plumber is a blockage that you've got there [usr] i don't know what it is it's just she's getting water down and the the she had a plumber in and he says he can't cook [sys] right ok what's your post code and i'll see if we deal with the plumbing in your area [usr] eight g 52 1 q [sys] ok [usr] n with [sys] we don't [usr] pat [sys] deal with the plumbing but we deal with blocked drains in that area [usr] aye well they had they go they went down the stair had come out it was [sys] do [usr] your [sys] you [usr] bloke [sys] have the british [usr] she had [sys] gas [usr] out [sys] home care agreement you don't [usr] no [sys] have it [usr] i don't have [sys] ok [usr] that [sys] well if if it's a drains engineer you're looking for i can certainly send someone there if there's a blockage i could give you the prices for that it's 100 and £70 [usr] definitely [sys] for the first hour and then it's £60 for every half hour after that [usr] it now it i walk in i work leave [sys] ok [usr] it [sys] no [usr] now [sys] problem at [usr] will [sys] all [usr] you [sys] no bother thanks bye bye [usr] bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi there you've reached s at diner how can i help [usr] sorry to trouble you i'm waiting for house insurance to get back to me but i'm not sure to be honest with [sys] sorry [usr] you i just wanna see if i wanted to get someone out tomorrow is there a call out charge on on what we're looking at really [sys] i ca i can't hear you very well sorry what was that [usr] sorry can you hear me now [sys] how can i help [usr] all right no it was it was i don't know where i'm waiting for house insurance to get back to me to be honest with you i've got it today and that's block exter it connects the toilets

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] i'm just gonna see that [sys] we [usr] my mum [sys] record calls for quality and training purposes [usr] what are you gonna phone now i wanna see if she watched it [sys] good evening thank you for calling dino you're speaking to [pii] how may i help [usr] hi good evening [pii] my neighbor's got blocked toilet and [sys] ok [usr] is wondering how much you're charged to unblock it [sys] is it a domestic property and is it the only toilet in the property [usr] yes please yes [sys] it is obviously we would deem that as an emergency if it were this evening it would be £286 [usr] no [sys] if it were [usr] my [sys] tomorrow [usr] god [sys] if it were tomorrow it would be 170 [usr] ohh no i have to leave it [sys] it would be 2 70 tonight sorry and then tomorrow 100 and 70 [usr] that's ok thank you

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes speaking how can i help [usr] hiya i was just wondering if i could get a quote for a call out we've got a kitchen sink and a first story flat which is blocked [sys] ok do you have a home care policy [usr] no [sys] no ok is it a property where you live and are you the property owner [usr] no i'm not [sys] ok you are who sorry [usr] i live here i'm not the owner of the property the ii i can get the owner of the property on the phone [sys] ohh right are you just a are you a tenant [usr] no i just live with the owner [sys] right [usr] of the property [sys] i see i understand ok a standard job a standard unblock is 100 and £80 and that would be payable to the engineer on completion [usr] ok all right that's fine i just wanted i just wanted [sys] sure [usr] to find that out and we're gonna have a look at our options and i just wanted to know that what the what our options [sys] no problem [usr] were thank you for the quote and i'll get back [sys] no [usr] to you if [sys] problem [usr] need be [sys] take care [usr] ok have [sys] thank [usr] have [sys] you [usr] a good [sys] bye [usr] one bye bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to me at how can i help [usr] hi [pii] my name is [pii] i'm just calling from a lettings agency one of our landlords has cover with yourselves for a property you've been out before and they've got the same issue again i'm just wondering if somebody can come out to it if i give you the details [sys] what i'll need to do is if they've got a policy for the property they'll need to be you'll need to to the home care team is it ok if i transfer [usr] ok [sys] you over [usr] of course it is thanks very [sys] no [usr] much [sys] problem thank you bye [usr] bye [sys] thanks for protecting your home with british welcome to british gas home services you are through to could i kindly have your home care number please [usr] i don't have the home care number i'm calling from a letting agent on behalf of the landlord [sys] ok [usr] could i give you the property [sys] yes [usr] address [sys] please [usr] it's the post code is [pii] [sys] [pii] [usr] [pii] [sys] thank you [usr] and it's [pii] [sys] ok [pii] [usr] it [sys] ok [usr] is yes [sys] ok i did can i have the landlord's name hm [usr] sorry just one second i will just bring a it's it's under a company ml a property [sys] you don't have the the landlord's name [usr] i'm trying to find it now it's that i've got the [sys] where the hell was i going on [usr] i've got it under the [sys] where [usr] company [sys] the [usr] name [sys] hell [usr] we've [sys] was [usr] just [sys] i [usr] taken [sys] doing [usr] over the management of here [sys] hm [usr] just one second [sys] no problem [usr] sorry i won't be a moment sorry to keep you that one it is sorry [sys] thank you much [usr] [pii] thank you [sys] you all right there we go how can i help [usr] i think you've been sent i know rod out there before [sys] bye [usr] to this property but the tenant is reporting that the drains are [sys] thank [usr] blocked again [sys] you [usr] and this [sys] much [usr] raw [sys] for [usr] sewage [sys] everything [usr] in the back garden [sys] good morning right i'm just going to quickly book a recall [usr] thank you [sys] on friday but you earlier right [usr] i don't know if this helps but the tenant was mentioning that it's usually come out with just one person and then have to come back with two i don't know if that helps [sys] ok [usr] on your [sys] i'll [usr] side [sys] do that [usr] if you make a note that it it's a two person job [sys] it's a blockage [usr] thank you [sys] outside the train is overflowing sewage he didn't give me his number also i'll book this in as a emergency job put this on the notes [usr] perfect thank you [sys] have available that i have 1000 one the engineer will be soon as will be there as soon as possible any time from now when i've confirmed the booking but i'm just going to need the contact person [pii] a contact [usr] no [sys] number [usr] problem his name is [pii] and his contact number is sorry it won't be a moment it always goes slow when i need to get the details sorry [pii] [sys] thank you [usr] [pii] [pii] [sys] yes thank you right that's all booked and that will be out there as soon as possible you're [usr] thank [sys] welcome [usr] you [sys] thank you [usr] much [sys] then bye [usr] brilliant thank you very much for your help thank you bye bye

9Sales Lead

[sys] thanks for calling dino plumbing please note all calls are recorded for training and monitoring purposes please hold while we connect you to a member of our team we'll be with you in just a moment good morning [pii] in [usr] ohh hello there on friday british gas i sorry dino [pii] came [sys] tomorrow [usr] to my house under my british gas [sys] ok [usr] home care policy [sys] ok [usr] and i needed silicone new silicone in my shower [sys] yes [usr] and i spoke to one of your team [sys] is that all right [usr] and he agreed a price with me but i couldn't [sys] all right [usr] pay [sys] then [usr] him [sys] thank [usr] at the time [sys] you [usr] because [sys] bye [usr] i was outside and he said he'd bring me back in 10 minutes but hasn't [sys] ohh ok [usr] and i did book an appointment between one and six today [sys] ok and what's your [usr] if [sys] post [usr] that helps at all [sys] what's your post code please [usr] [pii] [sys] sorry can you repeat that again please [usr] sorry [pii] [pii] [sys] i don't think that that's not an area that we cover here [usr] well i just rang your number because i i couldn't get back to him it's it's [pii] well [pii] [sys] i don't recognize that postcode i don't think it is one that we cover and bear [usr] i [sys] with [usr] know [sys] me [usr] you were here on friday [sys] it may as well have been but not from an an engineer from our franchise [usr] ohh [sys] that's [usr] i see what you [sys] it's not it [usr] it's [sys] may [usr] all [sys] have been a dino plumbing engineer but it's not one it's not an area that we cover here [usr] ok is there another number i've got to ring [sys] if you bear with me i'll just bring up the number [usr] thank [sys] for the local [usr] you very much [sys] office if that's ok [usr] i'll just get a pen [sys] ok [usr] and when i try and log on not that it's your your affair every time i try and ring down to british gas it keeps shutting down the the system's up the creek [sys] ok possibly [usr] changes and it's not worked right ok [sys] ok i've got a number for plumb in [pii] that's the local one local office number is [pii] [pii] [usr] [pii] [sys] yes [usr] brilliant thank [sys] ok [usr] you very much [sys] you're [usr] for [sys] welcome bye bye [usr] bye

9Sales Lead

[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold good morning you're through to [pii] how can i help [usr] hi i own a flat in [pii] and there's some dampness in the kitchen [sys] ok what's the post [usr] and [sys] code there [usr] i'm [sys] and i'll give [usr] the [sys] you the number for the the local [usr] of the flat [sys] office [usr] and i believe the drains are blocked i think i need a wee bit of investigation work done to see what the problem is [sys] it's [pii] what's the postcode there please [usr] it's i did phone a local number [pii] [sys] bear with me one second their contact number is [pii] [usr] k a 92 h s [sys] [pii] [pii] [usr] all right [sys] [pii] [usr] [pii] yep [sys] thank you take care now [usr] [pii] [sys] bye [usr] [pii] [pii] ok thank you very much thanks bye

9Sales Lead

[sys] thank you for calling dino plumbing please note all our calls are recorded for monitoring and training purposes press one for an update on parts press two for an update on your appointment press three to discuss an ongoing complaint and press four for sales [usr] because the british bring [sys] this call is being recorded [usr] is the maintenance sorry sir [sys] good afternoon can i come in [usr] hello i'm [pii] from motel the square sorry i called you because we have problem with passport scan we already sent an email but [sys] what did you know [usr] we have a problem with the server folder [sys] sorry i don't think i quite caught that [usr] you are from papasan right [sys] no [usr] i'm sorry i found [sys] that's fun [usr] these i found this number sorry madam thank you [sys] no no that's fine take care bye [usr] bye [sys] bye

9Sales Lead

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's free did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to [pii] my name is [pii] how can i help [usr] hi i have a bit of a strange request i think my dog has trapped down a rabbit or foxhole and i was wondering if i might be able to call out your plumbers with some cctv drainage rods and pay for them to come out to have a little look round the down the holes and see if they could see anything [sys] unfortunately because it's the weekend they won't be able to do that because the team [usr] ok [sys] that that does cctv s they're usually not active till about monday [usr] ok no no one has emergency access to any of those then [sys] no not not [usr] no [sys] until until the week begins again [usr] ok all right thank you much [sys] bye [usr] bye [sys] bye

9Sales Lead

[sys] to speak with someone about an existing job press one or for a new and whether your drains blocked or your diner at edinburgh how can i help you [usr] hi there can i and when you called back and you left a message for my colleague and i don't know if it was your office [sys] ok [usr] that called back or somebody [sys] did [usr] else [sys] you have a booking made [usr] no we were in the process of making a booking [sys] right cos we wouldn't have called you unless we had a booking [usr] what what the girls who took the message said [pii] called back to the earliest they could come out and have a look at the blockage would be monday the eighth mid morning could [sys] right [usr] you call [sys] what's [usr] them back [sys] the postcode [usr] if this is agreeable [sys] there [usr] it's [pii] [sys] ok i'm just gonna put you on hold to speak to that department [usr] thank you [sys] whether your drains blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is on hand to fly into action whenever you need them 24 7 365 days a year and because we realize how inconvenient household issues really are we won't ever make you pay for a call out sound good get to know us better and book your service today at dino.com when it comes to moving house you've got enough to think about without the worry of dodgy drains and plumbing problems don't take the risk ask about a free healthcare check from the friendly team here at dino edinburgh after all when it comes to a new home you deserve complete peace of mind and did we already mention it's free schedule yours in just a moment hello it would be monday as early as that they [usr] hello [sys] can get someone to you [usr] no problem no i we our premises are closed [sys] we don't [usr] on monday [sys] have [usr] someone's [sys] a time [usr] going [sys] i'm afraid [usr] to come in for [sys] it [usr] this [sys] would be [usr] do you have [sys] an [usr] even [sys] all the appointment [usr] a time [sys] because [usr] for [sys] they're just extremely busy they're having to reschedule due to sickness and things just now it would be an all day appointment but they well [usr] all [sys] it's any [usr] the appointment [sys] time between eight and [usr] what's [sys] six but [usr] the [sys] they [usr] earliest [sys] do give you a call [usr] somebody [sys] when [usr] could [sys] they're [usr] come [sys] en route [usr] no problem what i'll [sys] what [usr] do then is i will speak to the owners and what i'll do is i'll call back to make [sys] all [usr] sure that [sys] right [usr] whoever's [sys] now [usr] going to [sys] i [usr] be [sys] need [usr] here [sys] to quote [usr] you have [sys] you [usr] their [sys] the [usr] mobile [sys] prices [usr] number [sys] for [usr] you [sys] this [usr] can contact them but there'll definitely be someone [sys] no [usr] here [sys] because it's a commercial property the price is £247 for the first hour quite nice then it's £100 per half hour after the first hour both prices include vat and its payment on completion on the day by debit card or credit card we don't invoice [usr] no problem at all no can i just ask when i need to call him no that's in fact when [sys] if [usr] i call [sys] you just [usr] back [sys] call [usr] to [sys] us [usr] the [sys] on [usr] mobile [sys] this number [usr] number [sys] the [usr] do i [sys] 01875 [usr] come through to you [sys] number [usr] or [sys] right i'll give you right i'll give you our direct [usr] that's not what [sys] number [usr] i'm calling [sys] it's [usr] you i've [sys] [pii] [usr] got an [pii] number perfect [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] that [sys] ok [usr] is great [sys] thank [usr] thank [sys] you bye [usr] you much and we [sys] bye [usr] look forward to seeing your engineer on monday thank you bye

9Sales Lead

[sys] correct [usr] sorry i phoned you i just phoned you about [sys] yes [usr] next door about [sys] yes [usr] [pii] [sys] evaluation [usr] the thing is i didn't [sys] insurance [usr] realize they got three drains she told me cos there's one around [sys] right [usr] the [sys] ok [usr] side [sys] no problem [usr] as well [sys] that's fine [usr] is that alright fine [sys] it'd be fine [usr] they still be the same price [sys] bye [usr] ohh brilliant [sys] 60 [usr] sorry about that i just put on it cos i missed [sys] that was [usr] one [sys] ok [usr] i i didn't realize [sys] all right cheers thank you [usr] that ok lovely [sys] bye [usr] lovely

9Sales Lead

[usr] last

10Unanswered

[sys] good morning dina plumbing [usr] hi how you doing it's just an inquiry i've got i need somebody to come out i've just had my guts and stuff done i've got a new down pipe and that put on and i need somebody to come out and the existing down pipe that is at the bottom that goes in the soil under the house [sys] huh [usr] i need somebody to cut them out and put something down that for me because it's [sys] right it [usr] blocked [sys] would be the roads [usr] there [sys] that you would require it's a different franchise to yourself i'll give you [usr] right [sys] their number and what [usr] ok [sys] postcode area are you [usr] [pii] [sys] right their number is [usr] sorry [sys] all one [usr] that i grab [sys] night [usr] a pen right i'm ready [sys] 0141 [usr] thanks right [sys] 641 [usr] [pii] [sys] [pii] [usr] that's brilliant thanks very [sys] ok [usr] much [sys] no bother [usr] right [sys] bye [usr] cheers [sys] bye [usr] bye bye bye

6Qualified Lead