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[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 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 speaking to [pii] how can i help [usr] can you give me the local number for dinamo please in [pii] in [pii] [sys] sure is that your plumbing or [usr] drainage please [sys] ok and do any of the postcode [usr] [pii] [pii] [sys] [pii] [usr] panic can you say that again [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] thank you very [sys] all [usr] much [sys] right thanks a lot [usr] thank [sys] bye [usr] you [sys] bye [usr] bye bye

6Qualified 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 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 afternoon you're through to speaking how can i help [usr] hi there i think this is my third time trying to get this done i keep getting put to different different call systems and they're asking me for numbers and i don't have any membership number or id number or whatever it is please could someone help me with this we don't have any hot water and we haven't been able to shower in three days [sys] what do do you have home care cover with british gas at all [usr] well usually my agents would do this the house agents but i can't get through to them as as easily as i can get through to you guys i thought if i could have cut the middle man and just go straight to you guys in that you guys can come fix the the issue that you made on tuesday cos this is caused by coming here and fixing called fixing our little box thing and now box doesn't work and we can't have we don't have any hot water the guy's name was [pii] that did it i really need someone to help me fix this fix the problem that they they caused and i don't i don't know what to do [sys] because you've got the cover of british gas you you have come through to the wrong department did they not give you the direct number [usr] what direct number [sys] for british gas if you've got the cover [usr] i i don't know i don't know how this works all i know is that someone came to our house on tuesday and fixed something that was a an [sys] ok [usr] apparent problem and has made it worse and that was a dino person from dino who [sys] what's the postcode of the address [usr] did you say post code it's [pii] ew [sys] and it's [pii] is it ok have a look i mean you you you've got two options to be fair cos if it's the local office which is part down and they've made another issue i can pop you directly through to them i'll give you the two direct numbers just in case you're not getting through or they're popping you through [usr] ok well well how many times do i have to speak to someone to get this done it it's it's really frustrating [sys] you're you're through [usr] me [sys] to the department where i book pay chargeable jobs and we don't in the query that you provided you would need to speak to the local office as the engineer is not completed the work as you said if there's another issue or you can speak to british but obviously you're not getting through to them they're the two options really that you can do [usr] ok is there any way for you to put me directly through to them or do i have to call them [sys] i can put you through but i i think it's best to note down the number just in case you've [usr] ok [sys] got both numbers [usr] ok let me let me get a pen [sys] cos it saves you ringing back and forth isn't it just in case you need to [usr] but it's just very frustrating because it's i want to i want to have a shower and stuff and it's there's there's three working adults in this house and they're all really upset i'm i'll try everything i can i'm sorry it's not my fault but ok ok i've got a pen now what what's the number sorry [sys] the local office of diner road is [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok [sys] and then the british gas one just in case you need that number [usr] did i know ok [sys] is zero triple three [usr] zero triple [pii] [sys] two [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] i'll pop you through to the dining one and it should be pretty straightforward i'll stay on the phone until you get through is that ok [usr] that's that's perfect thank you much [sys] no worries please [usr] thank you [sys] you're welcome 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 i come in [pii] speaking [usr] hi there i called earlier i think it's my 4th 4th 3rd time fourth time trying this now and every time i get put through to the system they ask me for a number i think it's a cover number or something that i don't know the number because usually there's any issues that i've done with my house is through my landlord or my agency house agency [sys] it would it would be them that would have to if they hold the policy it would be them that would have to raise that job if you're wanting to get a job [usr] but [sys] raised [usr] this [sys] for an internet [usr] this but this is an emergency we haven't had any hot water and [sys] i'm not [usr] the [sys] saying [usr] cause [sys] that he is [usr] the [sys] i'm [usr] cause [sys] i'm [usr] was [sys] i'm not [usr] because [sys] saying it isn't [usr] of dino dino caused this problem it's [sys] ok but we can't go out on a job with with no job there we need a job raised by british gas [usr] god [sys] otherwise [usr] ok thank [sys] we can't [usr] you [sys] travel to that property [usr] that's ridiculous all right ok thank [sys] alright [usr] you [sys] well thank you very much thank you

6Qualified Lead

[sys] thank you for calling dino rod your local drains and plumbing experts for drainage inquiries press one plumbing inquiries press two and for finance press three thank you [pii] speaking [usr] hello [sys] and that's [usr] i had requested a job on 19th of september however [sys] right [usr] i have never received a bill or receipt or anything for for for the payment i'm just hoping to obtain it please [sys] have you paid already have you [usr] yes it was a payment over the phone [sys] ok that's fine and was it what was the job sorry was it plumbing or drainage [usr] drainage [sys] do let me just put you through can i take your postcode please [usr] postcode [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] ok i'll just put you through one second hi this is [usr] hi [sys] exactly [usr] i have i i mean i requested a job on 19th of september but i have not received a receipt for it for [sys] you've [usr] the payment [sys] not [usr] for it i'm just hoping to get it [sys] that should be no problem whatsoever what's your email address and i'll get that forwarded to you asap [usr] it's l [pii] seven [pii] tango [sys] your email address please [usr] my email address i think i have given email address with my name but i would to change that because that could be a problematic my email address can i tell you the letters [sys] yes please [usr] ok charlie alpha [sys] one in five [usr] delta er [sys] charlie alpha delta [usr] sorry charlie alpha [pii] [pii] [pii] [pii] [pii] alpha my god lima at cathedral and that there's someone it's charlie again er alpha [sys] no [usr] mike huh uniform at campus altogether at er delta whisky echo lima lima [pii] [pii] [pii] [pii] [pii] [sys] it's a [pii] [usr] [pii] [sys] at [pii] that's fine i'll get that forwarded to you [usr] perfect thank you much [sys] no problem all right [usr] thank you bye [sys] take care bye

6Qualified Lead

[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages dc tv surveys drain repairs or tankers please press one if you good morning [pii] [usr] good morning mine is [pii] at [pii] your man came i called up yesterday and your man came out and went to try and clear a blockage but his equipment failed and he apparently went back to try and get some equipment and all through the day i kept ringing him and nothing was available [sys] can i take the postcode please [usr] and laughed [pii] [sys] bear with me one moment hello hello there we're gonna get an engineer to his next appointment if that's ok [usr] sorry [sys] who was uniform [usr] i can't hear you your voice [sys] hello [usr] is breaking up [sys] this you can hello there we're gonna get our engineer to [usr] hello [sys] you as his next job if that's ok wow hello you see [usr] that [sys] hello i can't hear you i'm afraid [usr] yes [sys] but [usr] can [sys] our [usr] you [sys] engineer [usr] hear me [sys] will be with you as his next appointment [usr] well that's too late [sys] i was just [usr] he [sys] returning [usr] should [sys] your [usr] have been [sys] call [usr] here [sys] mate [usr] by this morning [sys] sorry the line keeps cutting [usr] can [sys] in and out [usr] you hear me i'll i'll can you hear me i'll ring you back [sys] i haven't got you call us hello ohh ohh ohh i think i can hear you [usr] yes can you hear me ok he promised to be here this morning but he has not turned up [sys] that [usr] i rang him just now and he said to call the office but he it there's now been [sys] we'll [usr] a day [sys] get a different [usr] his equipment's [sys] engineer [usr] not [sys] to [usr] working [sys] you [usr] it's not good enough i i don't need a different engineer i need what what time will you be here [sys] let's have a look he's currently in let's have a look box box box what i've done in the past i've got a camera he's going in in sg 17 and then we'll get him straight over to you i don't know i'm afraid it [usr] ok [sys] depends how long [usr] what one [sys] it takes [usr] hour [sys] him with [usr] two [sys] the [usr] hours [sys] do the appointment [usr] or what [sys] that he is on [usr] ok i'll give it i'll give it one more hour and if not [sys] bye [usr] i'm gonna have to go elsewhere because it's not good enough he comes [sys] where [usr] here [sys] did [usr] yesterday [sys] it end up [usr] with no [sys] where [usr] equipment [sys] did [usr] working [sys] it [usr] and he keeps promising to come back but hasn't come back at all [sys] ok not [usr] i'll [sys] a problem [usr] give you about an hour and then i'll have to cancel [sys] bye bye [usr] it all right ok thank you bye bye

6Qualified 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 problem press one if you require our planning 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 evening thank you for calling diner you're speaking to [pii] how may i help [usr] hi just a quick one i've just booked a job with you about five minutes ago we found a problem and i was wondering if i can cancel the job it's [sys] certainly [usr] a [sys] have you got a have you got ad y number at all [usr] let me see the message that came it's 731 [sys] no it'll start [usr] anything [sys] with the number three [usr] it's 371 [sys] 371 [usr] 8810 [sys] 8810 [usr] 55 seconds ago i called we just managed to find a problem [sys] ok all right bear with me can you just confirm who [usr] the [sys] it's [usr] what [sys] booked under and the address [usr] the [pii] [pii] [sys] sorry can you repeat that full address again [usr] the warehouse cafe [pii] [sys] ok that's lovely and you'd that canceled [usr] thank you [sys] no problem i'll just cancel that for you [usr] have a have a good day bye bye bye [sys] are you sure [usr] cancel please we've we we've found the [sys] ok [usr] problem [sys] brilliant [usr] bye [sys] that's [usr] bye bye [sys] canceled no problem thanks bye bye

6Qualified Lead

[sys] to speak with someone about an existing job press one or for a new app 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 come on [usr] good morning my name is [pii] i'm in [pii] at a place called [pii] and and what i'm going [sys] and [usr] to [sys] this [usr] tell [sys] year [usr] you goes back a few [sys] bye bye [usr] months [sys] my [usr] and [sys] name is [pii] [usr] may i ask your name please cause [pii] i can't remember [sys] was [usr] [pii] if it was you we spoke to at the time but about christmas do you have a young man called [pii] or [sys] we [usr] or something [sys] don't have [usr] that [sys] anybody [usr] who works [sys] called [usr] for you [sys] [pii] no [usr] a name [sys] we've [usr] that [sys] got [usr] where it [sys] [pii] [usr] begins with [pii] [sys] we've got a couple of davids [usr] anyway the man came and it was the problem was we had a leaking tap and a radiator which didn't block and you were sent to us by the gas board and the chap who came he was very good he fixed temporary tabs because they didn't match the old ones that they worked and he also tried unsuccessfully to deblock the radiator this is about christmas now unfortunately i was diagnosed with leukemia just after that and he said leave it till the heating season is finished and i maybe i'll come back and fix that radiator then we left it for a couple of months but in between time i was diagnosed with leukemia [sys] ok [usr] and i've been on chemotherapy ever since we had other things to think about [sys] tell you [usr] but really we would to get these taps with i understand that er er cross shaped tap heads were ordered instead of the 20 ones we put in and also that he was going to come and drain the radiator these were pending [sys] no [usr] and we we could get in touch in the spring but because of my circumstances we're only coming now about four months late to see if we can reactivate the thing i don't expect you to remember it [sys] what [usr] but [sys] was your postcode [usr] you maybe can find it eh [pii] [sys] [pii] [usr] [pii] [sys] no [usr] i'm [sys] it's [usr] sorry [sys] fine not [usr] to give you [sys] a problem [usr] my hard luck [sys] sir [usr] but it's necessary [sys] i [usr] to explain it it's necessary to explain [sys] what you have [usr] the delay [sys] to do mister [pii] obviously we just the dispatch team here everything comes to british gas you'd have to call the home care team and get a new job for us to be for you do you want me to give you the phone number for the home care [usr] for [sys] team they [usr] the for [sys] can [usr] the [sys] make [usr] home [sys] a job [usr] care [sys] for you everything has to come through then [usr] i have [sys] alright [usr] i [sys] the [usr] have [sys] the home care are you ready [usr] ok well yes [sys] the [usr] yes [sys] home [usr] not yet not quite yet give me a moment [sys] comes [usr] i'm [sys] to [usr] old [sys] us all unfortunately [usr] man yes [sys] it's [usr] home [sys] [pii] [usr] care team is right [sys] [pii] [usr] yes is it [pii] [sys] that's the home care line stuff and they can get a job raise for you mister [usr] ok [sys] [pii] alright [usr] that's fine ok that's right ok [sys] yes [usr] [pii] [sys] unfortunately you [usr] i have [sys] have to get [usr] to [sys] a new [usr] reactivate [sys] job obviously [usr] the job [sys] that was last year that job's been closed down now [usr] i know that the new taps were ordered and they were going to be delivered when they came and fixed the radiator but the [sys] but [usr] whole [sys] we [usr] thing [sys] can [usr] got [sys] certainly get [usr] bit [sys] that done [usr] confused [sys] for you now sir [usr] i must confess i'm sorry i'm sorry i'm sorry [sys] no [usr] to have [sys] it's fine [usr] followed [sys] these things [usr] up [sys] are [usr] should [sys] understandable [usr] have followed up but i i couldn't have well i'll phone them up and see if i can reactivate [sys] ok then [usr] this that might [sys] yes [usr] be quite [sys] no fingers [usr] fun [sys] crossed to get through [usr] who knows [sys] ok sir take care now thanks [usr] ok [sys] bye [usr] [pii] [sys] bye [usr] thanks bye

6Qualified 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 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 with one of these you're through to emirate dino how can i help [usr] hello i booked an appointment to have dia old come out on i think they said they would come out on friday to look at our drains we we've resolved the issue i wanted to cancel that appointment [sys] ok can i take the postcode please [usr] [pii] [pii] [sys] and the first line of your address [usr] [pii] [sys] and your name as well [usr] [pii] [sys] ok i'll get this canceled for you now [usr] all right thanks much [sys] thank you bye [usr] bye

6Qualified 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 well good i know my name's [pii] how can i help [usr] hi it's [pii] from mw ground works i'm looking to get a price to get 100 and 50 m of 1 50 pipe jetted and then [sys] ok [usr] 50 m of a camera [sys] ok we should be able to have a look at that for you what's the postcode for the site or just the first part of the postcode and i get that [usr] it's eh two things i got you it's eh [pii] [sys] ok that's absolutely fine give me one moment then let me bob you over to our local team they'll be able to go through all the pricing and everything with you and [usr] a [sys] then get it set up to get it done for you one sec do you want me to give you the direct number and [pii] you through or do you want just [pii] you across to them [usr] i just look back across to them [sys] no worries one sec i'll get it three [usr] yes [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 a hello if it [usr] aye it's [pii] from mw ground works i'm looking for a price to get 100 and 50 m of drainage that we've installed jetted and the last 50 m there camera [sys] nicky i'll have to get somebody to give you a wee call back alright [usr] right that's [sys] just [usr] no problem [sys] cos that they're on their thing at the moment right i think yours come up right and sorry what was your name [usr] it's [pii] [sys] and is a commercial say [usr] aye it's a new draining time we've put [sys] ok [usr] in it it's for a a scout [sys] and what's your phone number there [pii] [usr] [pii] [sys] [pii] right i'll get someone to give you a wee call back ok [usr] right no problem cheers for [sys] right cheers thank [usr] bye [sys] you bye

6Qualified 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] is his house dunno [sys] this call is being recorded if you do not wish to be recorded please disconnect at this time good [usr] hi [sys] afternoon [usr] there [sys] plumbing [usr] i'm a british chef policy holder and and i've got i had a couple of my bathrooms done a couple of months ago cos i'd had a leak i had them all waterproof the floor and tank the floor and damp proof and wet proof and god knows what other proof and the sealant around the bath has come away a bit and it started leaking behind the bath i know that is not covered under my british gas policy but i just spoke to british gas and they said that dino rod plumbing do offer a service to do sealant but it's a paid service i said [sys] that's [usr] i wanted [sys] right [usr] to just speak to you and get a little bit more information about that and guarantees et cetera et cetera et cetera et cetera et cetera that's right [sys] all right ok no problem let me just see if my colleague is free to transfer the call over he deals with the chargeable jobs just bear with [usr] sure [sys] me one second i'm gonna pop you [usr] sure [sys] on hold and see if he can take the call ok i'm just gonna transfer [usr] thank you [sys] the call over now thank you take care bye bye this call is being recorded if you do not wish to be recorded please disconnect at this time please hold while i try to connect you hello [usr] hello [sys] good afternoon [usr] mate [sys] [pii] plumbing [usr] i've just spoken to your colleague and i a couple of months ago i had two of my bathrooms redone well it was about it must have been about eight months ago now and i'd had a leak before through the ceiling i said to this guy when you come in could you waterproof it i could seal [sys] ok [usr] the door up and put a glass panel and have an aquarium in there if i wanted and he did the job and er the floor hasn't leaked but i would look behind the bath panel and the it's [sys] this [usr] leaking [sys] information [usr] behind the bath where the seal lamps come away part of my british gas part [sys] ok [usr] of my british gas policy is that i'm not covered for sealant i totally understand that and i got told by british gas but if you call dino plumbing they do pay they do a payable service where you can they can come out and do re sealing and things that and [sys] of course of course can you get a property [usr] you're [sys] postcode [usr] sorry you're [sys] for for [usr] really breaking [sys] yourself [usr] up [sys] is that your property [usr] it's [sys] postcode [usr] [pii] [sys] and they go [usr] number [pii] [sys] back [usr] and i don't know if it's i'm not sure if it's your end but your phone is really breaking up a lot [sys] ok they they do they do do the silicon for you around [usr] sorry [sys] the bath [usr] mate [sys] tub [usr] i'm really sorry i can't hear you very well [sys] i will be back if you [usr] i [sys] can't [usr] mean [sys] hear me [usr] it sounds it just sounds a broken connection do you wanna [sys] i'll [usr] 00 [sys] call [usr] no [sys] you back [usr] i can [sys] then [usr] hear [sys] on [usr] you [sys] december [usr] ok [sys] you can hear me now ok is it to rest the [usr] to [sys] bath [usr] reseal [sys] tub [usr] the bathtub and i've also got a shower cubicle i'd to have resealed as well [sys] ok we can do the two for you you're looking at total cost for both of them will be [usr] i [sys] just [usr] think [sys] give [usr] this [sys] me [usr] phone [sys] a minute [usr] i think your phone knows the vital information it knows when to break up cos i heard you perfectly until you said it's gonna cost [sys] the total the total cost is £272 for [usr] right [sys] to [usr] to [sys] do both [usr] to to refill the entire shower cubicle and also the bathtub and also does it come with a guarantee [sys] i look to a bathtub yes it does come with a guarantee as as well [usr] cos i wanted to [sys] just [usr] i wanted [sys] give me on monday [usr] to just [sys] night [usr] speak a little bit about that because i've paid many people to do jobs and then it's it hasn't worked and the reason why cos obviously i can get it re silicon for from a plumber for 60 quid the reason i'm calling dino plumbing is because it's a trusted company i've been a british gas customer for about 12 years and i wanna get it done i know with [sys] sure [usr] certainty that it's covered and if obviously it it it leaks then dino will come and cover it [sys] of course that's fine not a problem just give me a minute i'm just having a look at the next available date for [usr] and [sys] you [usr] also would you be able to give me some information about the the guarantee works and everything everything regarding time frame and cos i just wanna make sure that it's not covered for six months and then seven months i get a lead again [sys] you the maximum you'll get is a one year guarantee i can offer [usr] ma [sys] you [usr] sorry [sys] that [usr] maybe [sys] would be the maximum [usr] better you call me back i can't hear you at all [sys] i'll i'll call you i'll call you back in a minute

6Qualified 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 [usr] that bye how good that [sys] we record calls for quality and training purposes [usr] no i'll just have him with the glasses thank you really [sys] thank you for calling [usr] bye [sys] services this is [pii] speaking and i'll be your solver today how can i assist you [usr] hi there i'm my name is [pii] i'm the dock master at ocean village marina and we've got a a drainage problem here that needs sorting out [sys] ok do you perhaps have the [pii] number the home care number [usr] i don't have the number on me is there any other is there any any other way of doing [sys] ok [usr] it [sys] you can give me the postcode please [usr] yes sure let me i do thank you thank thing ok bear with me one second [sys] no no problem no problem at all [usr] thank [sys] right [usr] you ok it's not really tell i want it's and that's senior right 14 [sys] you said [usr] bye [sys] 14 [usr] [pii] [sys] yes [usr] 14 [pii] [sys] yes [usr] [pii] [sys] thank you and how's the property number please [usr] i would just see well the yacht club would be the the address the address [sys] ok you said the starting address what's the address because i would need to search it on the system [usr] one number [pii] [sys] ok ok are you able to confirm the account holder's name for me please [usr] the i can't remember his name let me just speak to the [pii] he he may know would it be [pii] that she's the marina manager [sys] ok that's not showing on [usr] ok [sys] this profile [usr] if [sys] well it's [usr] you [sys] not show [usr] with me [sys] when [usr] one [sys] i searched [usr] second [sys] the profile ok sorry hello [usr] could be [pii] [sys] no i was looking at the [usr] that maybe hit things [sys] the postcode at is that on demand there's no account or home care cover [usr] right [sys] because i'm in the home care department i can only book it this home care cover if it's on the monitor them be through the local office [usr] right you think it'd be better ii i only called this section because i i i'm pretty sure we we've had you guys over before i presume [sys] yes [usr] we have a an account but if if you think that's the best way to do it if you could put me through to them that would be great please [sys] ok because i don't i cannot really put him put you through to [usr] are [sys] directly [usr] available [sys] through to because they have a local office this is specifically our local office [usr] yes [sys] i can give you their direct number though [usr] yep [sys] it's [pii] [usr] [pii] 2nd [sys] ok [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] and then it's [pii] [usr] [pii] ok [sys] that's correct that's a local office they should be able to assist you [usr] lovely thank you very much [sys] no problem thank you have a good [usr] cheers [sys] evening bye [usr] and you bye bye [sys] thanks

6Qualified Lead

[usr] i know [sys] thank you for calling dino rod partners with british gas please listen to the options carefully [usr] cool [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 [usr] hungry [sys] two or if you have an existing home care policy it's three [usr] ok [sys] 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] you [sys] hello good evening welcome to my name is how can i help you [usr] hello i wanted to book get the price on a cctv drain survey and a fix up cos i've got a rap coming rap coming into my property [sys] for a cctv survey you need to talk to the local office i can give you their number you can call them tomorrow they open between [pii] and [pii] [usr] ok give me the number please [sys] can i have your postcode please [usr] it's [pii] no sorry [pii] [pii] [sys] ok [usr] [pii] it's all [sys] ok just a second ok the number is [pii] [pii] [pii] [pii] [usr] ok thanks [sys] you can talk to the local office tomorrow between eight and six [usr] that's [sys] ok [usr] ok bye bye

6Qualified 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 did that you can now book drainage services online in a few easy clicks visit the 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] speaking how can i help [usr] hi good morning sorry i've just been advised to give you a quick call we might be able to help i'm not sure but he's having a bit of a problem at the minute in terms of water coming down our waste pipe er from the bath and toilet and thing and from upstairs and then it's an internal waste pipe when the water comes down it's i think it's it's spilling out underneath the kitchen unit underneath i think it it's either blocked up or i don't know what's going [sys] right [usr] on [sys] right ok that's fine i just need to ask first we have plumbing and drains cover with british gas [usr] er is that the home care i a home care four thing i don't know if that's i pay for boiler [sys] right [usr] and everything else [sys] ok could i take your postcode please [usr] it's it's [pii] [pii] [sys] 24 [usr] one minute little lad hang on [sys] ok i'm just gonna have a little look [usr] cheers [sys] and make sure you do have cover [usr] thank you i think it's 30 something pound a month i think the boiler and [sys] ok could i take your house number please [usr] sure it's [pii] [sys] right [usr] ok [sys] right because you do have home care for it i can't book anything for you on this line [usr] hello [sys] i'm very sorry about that i'm gonna have to transfer you to british gas to book this in but they will be able to book it in for you i just can't get on the system to do it [usr] right ok [sys] is that ok [usr] that's fine [sys] sorry [usr] i [sys] about [usr] no [sys] that [usr] do what you just reminding me i forgot i even had the cover on it for the er british gas one i'm glad you could check it one minute [sys] it's [usr] little boy [sys] all right don't worry [usr] all right no that's fine thank you very much [sys] it's all right i won't be one second [usr] cheers thanks

6Qualified Lead

[sys] hello [usr] hi yes i wonder if you can help us i'm ringing from student accommodation in [pii] and we've got a bit of a blockage in one of our drains [sys] right ok get someone do you want me get someone round for you [usr] if you don't mind if you can just if somebody can come out and look and see what we need to do and [sys] no problem what's the address [usr] it's [pii] [pii] and the post the post code is [pii] [pii] [sys] no problem what's your name [usr] it's my name's [pii] but i'm not on site it'll be a lady named [pii] that you'll be speaking to [sys] no problem have you got a phone number just we can give him a ring on the way [usr] just bear with me i'll give you the number which is the site number just bear with me i remember i don't know the number i'll have to look it up ok the number is [pii] [pii] [pii] [pii] [sys] [pii] no problem i'll get [usr] all [sys] that arranged [usr] right [sys] for [usr] ok [sys] you and get someone [usr] i'll [sys] around [usr] i'll let her know that you're going call all right [sys] all right [usr] ok [sys] no problem [usr] bye bye [sys] thanks bye

6Qualified Lead

[sys] thank you for calling dina rata cover in [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 booking or to reschedule an existing [usr] the first one funny music [sys] good morning [pii] speaking [usr] hello [pii] i'm i'm just wondering is it possible for someone to come and get a a drain in the toilet in the pub in [pii] [sys] can i just take your postcode please [usr] [pii] [sys] sir right we're not gonna get anyone to you today sir [usr] you're not gonna get no one to bus today [sys] no sir [usr] right ok right alright [sys] don't [usr] hm [sys] panic [usr] right we'll have to find someone else ok [sys] i get on to you monday but [usr] no [sys] not today [usr] monday [sys] sir [usr] no we got christmas parties on tonight [sys] right ok [usr] it's an emergency i thought cos it was an emergency i don't know we'll have to find another solution all right [sys] ok i i do apologize about [usr] ok [sys] that [usr] no problem [sys] ok sir

6Qualified Lead

[usr] but [sys] thank you for [usr] [pii] [sys] calling dino [usr] i [sys] rod [usr] saw him and [sys] partners [usr] just in front of it just [sys] with [usr] now [sys] british gas [usr] what [sys] please listen to the options carefully we can get you to [usr] sean [sys] the right team [usr] loans shown [sys] if [usr] from [sys] you need [usr] a [sys] any help with a drainage problem press one if you require our plumbing services press two [usr] one [sys] or if you have 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 talks to [pii] how can i help you [usr] i am [pii] sorry mate i'm looking for diner rod in [pii] i am in [pii] [sys] this is [pii] but i can are you booking a job or do you want to speak to someone from that office [usr] what it is we're doing a doing a job here down in [pii] and we've just dug into the bank and we found an old existing man or with a pipeline but all the line is clean we just needed someone to come to camera the line to see if it's a continuation with the line [sys] ok what's the postcode where the problem is [usr] christ you don't know the what's the post code i i can i can give you the address is what's the address it's [pii] [sys] sorry i can't i i cannot check anything without a postcode sorry [usr] right mate no problem i'll send you up and get the post code off a letter now [sys] ok sorry about that ok [usr] ma [sys] thank you cheers [usr] you need [sys] thanks [usr] to

6Qualified Lead

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good morning welcome to british gas my name is [pii] can i take your name please [usr] hi my name is [pii] i'm calling from np a are you ok [sys] i'm not too bad how are you doing you ok [usr] i'm good thank you i'm just calling in regards to well an old job but one i'm also trying to pass back if possible can i give you a postcode sorry [sys] yes please [usr] it's [pii] [sys] yep [usr] [pii] [sys] [pii] and the first line of this address for me please [usr] it's [pii] [sys] thank you very much and what job is it for is it for plumbing or drainage job [usr] it was a time job [sys] for plumbing job ok and what's the situation of the property regarding the plumbing of the house [usr] all right there's a huge communal leak we got someone from diner out there earlier but i understand he left site because he wouldn't be able to make safe without turning the water supply off to other properties within the block as well [sys] ok [usr] because the water board isn't willing to do that either i've spoken to the housing manager it's a clarion housing property i've spoken to [pii] at clarion housing who's on call tonight for major incidents she's asked me to see if i can pass this over for someone to isolate the water to those parts of the of the block that's affected and while we arrange a water drop off in the meantime with someone else [sys] ok no problem let me check with the department for you give me just one minute if that's ok put you on let me find out for yourself would that be ok [usr] that's fine thank you [sys] thank you hello there the thing i've just spoken to the department regarding the key accounts job details they said that is it possible you can send a email regarding the job details they can accept it or decline it but they won't be able to let me know over the phone unfortunately [usr] ok [sys] you would be you've got the email address for the key accounts team [usr] it's the one we usually send it to [sys] that's the one if i just take your name i'll let them know that they should be getting an email from you as well please [usr] it's spell it to see [sys] let's see it is a [usr] felicity [sys] solicitor thank you that's fine i'll let them know if you send the email over they'll ex [usr] all [sys] reply [usr] right that's fine [sys] back [usr] thank [sys] to you [usr] you [sys] regarding accepting a claim here ok then take care

6Qualified Lead

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good morning you're through to british gas my name is [pii] can i take your name [usr] yes it's [pii] [sys] thank you for that and how can i help [usr] i've got an appointment today with dino rod and i'm just wondering if i can change it till tomorrow please [sys] certainly let's get some details go into the account and just see if that's possible what's your postcode [usr] [pii] [pii] [sys] sorry you're breaking up there [usr] [pii] [sys] yes [usr] [pii] [sys] one delta [pii] and the first line of the address [usr] it's [pii] [sys] let's have a look [usr] and if i can have the same engineer engineer what was posted out today [sys] ok now i don't have the details of the actual engineer's rosters the only way that you'll be able to get that done is if you were to call at 8 a.m. and that'll take you through to the local office and they would then have the engineers there to see who is working but let me have a look and just see what the job is that you've got there [usr] it's a drainage problem [sys] ok ok i'm just gonna see what one is available without [usr] but obviously [sys] take [usr] if i if i if i change the appointment then i can ring them up later on today [sys] well [usr] just say can i have the same engineer if what i mean instead of booking it [sys] i mean [usr] once [sys] the one thing that i can do is i can get this cancel the appointment and then if you were to call a little bit later on then you could get [usr] can't can't [sys] another [usr] you just [sys] appointment [usr] can't [sys] made [usr] can't [sys] but [usr] you just [sys] i can [usr] change it [sys] i will i'll certainly try but i said i won't be able to get the same appointment let me just have a look because you've got an engineer by the name of [pii] is it that's coming out [usr] i think [sys] ok that's the one that has been assigned to [usr] i think it was because i was supposed to add him yesterday [sys] ok let me let me just go into the account and just see if we can get that what i wanna do is just try and book a fresh appointment out and that want [usr] because obviously [sys] to see [usr] [pii] obviously i i explained everything to [pii] on the phone what the problem is and obviously he was gonna come and have a look because last time when i had an appointment in june or july i know i'd just put some rods down the metal rod 7 m down and couldn't find anything and obviously they said well we can't do anything cos it's under the floorboard [pii] obviously said he's gonna do a proper look at it and to [sys] ok [usr] see to see obviously where it is because if it does if it is under the floorboards then obviously doesn't have to be a plumber what comes out [sys] right ok ok just trying to go back into the account to try and get this well i don't wanna lose the appointment that's why normally what we have to do is get that change but then if it's not working then it'll be a bit of a an issue on that what's the name on the actual account [usr] i think it's [pii] obviously i'm the tenant in the building obviously my name's [pii] i'm [sys] yes [usr] the tenant [sys] sir [usr] in the property [sys] what's the landlord's name again sorry [usr] mr [pii] [pii] [sys] ok let's have a look and just see if that's the one that's coming up there [usr] but apparently they was the one who obviously arranged the appointment and obviously they said if i have any issues obviously to ring they gave me your number to ring you up i'm de i'm dealing with you as myself not keep going forward and backwards [sys] no no no understand understandable ok let's have a look [usr] because i know at the minute as well there's a in insolvency company in place as well called [sys] ok [usr] opus insolvency [sys] have a look i'm just going into and ok unfortunately it's not something that i can do it's not allowing me to do that reason being is that it has already been assigned to [pii] and he's the only one that's got the details it looks you would have to call in the daytime and get that rearranged from 8 a.m. i'll give you the number i've just tried to see if i can do that and it's not allowing me to do that reason being is that it's a private job that's been booked with [pii] [usr] is it [pii] number [sys] that's the [pii] now they're only open from 8 a.m. onwards up to 6 p.m. after that it comes through to the national office which is where you've come through to right now [usr] ok i'll ring them up at eight o'clock [sys] ok then sorry about that ok then [usr] no it's fine [sys] cheers [usr] no worries thank you [sys] right now [usr] first one

6Qualified Lead

[sys] thank you for calling dino rod partners with british gas [usr] to [sys] 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 hello you're speaking to [pii] and how may i help [usr] hello i wonder if you can er i put a call in yesterday for somebody to come in and block a drain and a toilet at a property do you want the postcode [sys] please [usr] [pii] [sys] and the first line of the [usr] [pii] [sys] address name [usr] sorry [sys] your name is [usr] er er [pii] [sys] how can we help [usr] you came out to have a look at the problem last night someone it it's a tenanted property and and landlord someone was there less than half an hour and didn't do anything more than we'd already done which was removing some wheat some er roots from the drain unless the toilet's still totally blocked and said no i'm sorry that's not my job i'm not doing that [sys] right ok [usr] w water from the kitchen tap would run and you could see it come to the drain and went well water's coming out it's it's it's unblocked that was water from the kitchen tap the toilet is still fully blocked [sys] what it says looking at the notes it says i tested sink waste cody coming through manhole soil pipe cast down between back of toilets and external soil stack blocks attempted to plunge toilets unable to clear toilet requires removal for access [usr] right your engineer didn't help at all toilet requires moving you're a company that that sorts these things out how am i supposed [sys] the [usr] to remove a toilet [sys] the [usr] that is full to the brim of waste [sys] the the drainage engineer won't remove a toilet [usr] well i can't [sys] it [usr] remove [sys] has [usr] a toilet [sys] to be a plumber [usr] either it's it's it's it's full what what do we do he he he just just left the family doesn't have any other toilet that's it it it says on your information when i put in the internet block block drain and toilet down or down i thought i'll not phone a little local company i'll phone a nationwide company that'll be able to do it and help me and i'm still in the same situation you've charged me 100 and £8 for this call call out and he's done nothing done absolutely nothing no [sys] it's because [usr] more [sys] the engineers won't remove the the toilet unfortunately you'd have to have a plumber come out to move the toilet [usr] well why [sys] then [usr] can't you why [sys] the engineer [usr] don't you [sys] could [usr] have [sys] come back [usr] rods to put things down to drainage [sys] they [usr] drainage [sys] no [usr] rods [sys] they can't [usr] that go [sys] get [usr] round [sys] them [usr] the bend [sys] they can't no they don't go round on a toilet that's the trouble it doesn't often happen they can usually clear it one way or another but sometimes this does happen where the toilet has to be taken off the wall to gain access [usr] can you tell me where our right is to complain because i had no correspondence that they they couldn't have do the problem as the landlord and you [sys] yes [usr] have my my mobile number on the thing cos i made sure you had and i've got a tenant now from friday evening that until ii i can get there on monday morning still has no toilet to use [sys] i mean i can give you the phone number for the local office it works on a franchise basis they're our franchise for that area [usr] is it the [pii] [sys] i've got that's the one but they're probably not there after five [usr] no [sys] o'clock [usr] i'll i'll i'll take it up on on monday morning but i'm really not happy calling out someone that is supposed to be the number one people for unblocking toilets and rain and and drains and and and and not doing it and then not letting me know with the landlord who paid for it that you've not done it [sys] yes well you i take it you weren't there when they came [usr] no because they didn't come till seven o'clock in the evening i put the call [sys] right [usr] in at two [sys] right i know they are very busy at the moment all i could advise is to speak to the local office [usr] i will [sys] they should be there tomorrow morning [usr] right ok [sys] they're there on sunday mornings [usr] right ok all right thank you thank you for your help [sys] i'm sorry i can't help you any further now but you would need that toilet taking up the wall to gain access [usr] well it's been no help whatsoever all right thank you bye bye

6Qualified 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 hi how can i help you today [usr] hi there my name is [pii] i'm calling from wrexham council's local lettings agency you've you've done our a job for ourselves for a property we manage it's [pii] and i i was just hoping to speak to somebody that had done the job because the the tenants been in touch again because it looks the issue is still persisting and i was hoping to perhaps get some report after the job was done i'm just hoping you could perhaps direct my call to to somebody that may have some more information on the job [sys] can you hold please [usr] the post code of the the property would have been it would be [pii] [sys] [pii] [usr] [pii] [sys] first line of the address please [usr] er [pii] [sys] and your first and last name [usr] well my name is [pii] but i believe the lady that reported the job was named er me [pii] but the actual tenants themselves are well i just get you their names now [pii] and miss [pii] [sys] perfect thank you right ok bear with me one moment have you been made aware of what happened to in the property [usr] no this is part of what i wanted to make some inquiries as far as we're aware there's an issue with the the the the the drainage there from the toilet it was blocked and we've sent out one of our other plumbers before and they said they couldn't address the issue and i believe it was on a the the the the drainage is on a private plumbing line and welsh water wouldn't have been able to address it which is why we've come to yourselves and as far as i'm aware you've flushed it but er er according to him there's still issues i just wanted to see what what else what what else was there what what was the identifiable [sys] ok [usr] issue if [sys] i'll [usr] there [sys] read [usr] is one [sys] out what the engine is left as notes wise it's blocked man hole at [usr] shop [sys] the rear of the property drag hoses over the fence and jetted downstream to clear the blockage suspect displacement in the pipe around 6 m need c cv as blockage is reoccurring every four months no guarantee suspect displacement in the line flow test all ok the we are advising that there's a cctv survey that is carried out to find out what is causing that reoccurring blockage as obviously he won't be able he weren't able to find it but he was able to clear the blockage part time [usr] ok what what was the survey sorry [sys] c tv [usr] advising [sys] survey [usr] her what what survey sorry [sys] cctv [usr] ecg trying to ccc [sys] charlie [usr] cv [sys] charlie tango victor what that consists of is just the camera going down the drains and obviously pictures coming back out video coming back out er and a report of what we was found if you i could still pass [usr] right [sys] you to the local office that would have sent the engineer out [usr] i i don't i think you've answered my questions in fairness can i just check is is is the cctv survey [sys] that's [usr] something [sys] right [usr] that your selves would be able to do it would be ok i'll need to speak with the the landlord and liaise with him before we come back but if we were wanting to book it in we we'll be in touch if that's [sys] yes [usr] ok [sys] no [usr] but thank [sys] worries [usr] you very [sys] have [usr] much [sys] a nice [usr] for [sys] day [usr] for the information you provided [sys] bye bye [usr] all right thank you bye now bye

6Qualified 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 hi this is calling mcdonal how can you today [usr] hi i i'm in se one and i've got a blocked sink in the bathroom [sys] right [usr] and can i just be clear that you say that the max i'll have to pay is £180 [sys] no it's not the maximum the £180 is a starting fee [usr] all right [sys] and that can range depending on the job and what tools are needed to be used [usr] all right ok it's minimum it's a minimum charge then [sys] minimum [usr] all right cheers thanks i i i'll book online that's great [sys] no [usr] thank [sys] worries [usr] you [sys] have a nice

6Qualified 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 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] thank you no hello [sys] good morning how can i help [usr] just near the hotel over there or that junction there maybe there hello can you hear me [sys] hi how can i help yes how can i help [usr] sorry we need an emergency blockage please [sys] what's the postcode [usr] [pii] [sys] [pii] [usr] [pii] and we will if if possible we will need the two men drainage i'm walking because it's the main pipe [sys] ok what's the first line of the address [usr] [pii] [sys] ok is [usr] i've [sys] this [usr] used [sys] for a house [usr] you in the past [sys] or [usr] it's a it's a flat but the toilet is blocked and the water is coming out also in the bathtub i think it's it's [sys] is this a tented property [usr] sorry [sys] is this a tenanted property [usr] we we have several slots we've used in the [sys] ok [usr] past [sys] no that's fine no worries toilets blocked and what else is the issue sorry [usr] the toilet is locked and then when you flush the water comes out with the bath tub it's the main big waste pipe that it had a similar issue in one of the lower flats and the guy that was there from your company had to wait for the two month service because they needed the big machine that is handled by two people if you can send us that one immediately [sys] ok because that that ok to get a machine out somebody will be able to come out and obviously assess for any machinery then that's you're looking at potentially after boxing day i think but i'll also ask them and i'll put this on to the system and they'll have a look and just do from there [usr] you [sys] i won't be a second to get this into the system it won't be a moment alright right ok i'm just gonna come out as soon as possible there and they'll obviously liaise with you there accordingly but somebody at least they can come down and obviously assess [usr] are you saying you're gonna have somebody today [sys] yes absolutely that's exactly what i'm saying [usr] perfect [sys] all right well that is all booked into the system [usr] there's [sys] thank [usr] gonna [sys] you [usr] be two people coming [sys] today well i've obviously i put that in the notes that's what you've said and they'll obviously with you if two people are available but i have obviously asked [usr] ok thank you [sys] that is in the system but as in all booked somebody will look to deal with the query for you thank you [usr] this is my mobile number if you can contact me on this one please when you are [sys] ok [usr] on the way [sys] i'm sorry your name please just to double check it well thank you and that's fine then [usr] do when when we're gonna know the the roughly [sys] you're looking at around lunch time a little bit later than that [usr] ok [sys] they will also call you before [usr] ok [sys] they [usr] thank [sys] get there [usr] you thank you

6Qualified Lead

[sys] one likes being bunged up especially good morning [pii] [usr] hello i wonder if you can help me i've got a my downstairs toilet [sys] ok [usr] it appears to be blocked i did manage to unblock it but it's got the and when i lifted up the manhole cover [sys] they [usr] as much as i could i [sys] you [usr] see [sys] know [usr] it looks [sys] i [usr] there's a blockage the water isn't draining away [sys] ok bear with me one second what's your postcode please [usr] s [sys] the [usr] [pii] [sys] end of the yep have we been out to you before [usr] no [sys] ok bear with me i can send somebody out for you this afternoon

6Qualified Lead

[sys] hello thank you for calling dinah rod central london please note that calls may be recorded for monitoring and training purposes hello [usr] hello i need some advice i just spoke to we've got a problem in the garden with our a ts and they said to call you first to see where the problem is coming from just wanted to know what you charge for that [sys] ok not a problem just to make sure that we cover your area can i just take the postcode please [usr] [pii] [sys] sorry was that en [pii] right unfortunately that's the postcode area that this office doesn't cover but let me give you the number for your local down office and they'll be able to arrange that for you [usr] i just tried the enfield one and it it said that the number doesn't work [sys] not a problem let me see if i've got an alternative number here for you i've got did you try the number ending with [pii] at the end [usr] i don't think it was that no [sys] no this is the direct number for that office just [usr] ok [sys] let me once you're ready and i can give you the number [usr] ok i'm ready [sys] it's [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok all right thanks [sys] you're very welcome thank [usr] bye bye [sys] you bye bye

6Qualified Lead

[usr] well that's just what i [sys] thank [usr] got and [sys] you [usr] i don't [sys] for calling [usr] have such a good [sys] our [usr] sense [sys] calls [usr] of smell [sys] 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 [usr] new blockage [sys] press [usr] new [sys] three [usr] blockage [sys] for accounts [usr] what we're going for today [sys] good morning [usr] hi there my name's i'm calling from bootleggers just would to get somebody out maybe to check our drains because one of the toilets isn't flushing properly and it's been blocked over the weekend [sys] no worries or it's most likely gonna be tomorrow we're fully booked today [usr] ok [sys] we were there before let me double check i think it was a night of hours we were called out one night let me see [usr] i feel we're due one for the dreams [sys] what would it have been under what what other company name would it be under [usr] laying in limited [sys] lane [usr] lane [sys] no i can't find it we were definitely there i remember seeing it let me see [usr] there's [sys] i was back [usr] no other [sys] in [usr] name [sys] for [usr] stuff [sys] it [usr] is there [sys] we were we were there on the 29th [usr] no business [sys] sorry what is it sorry [usr] no sorry go ahead the 29th of what sorry [sys] we were there on the 24th of december or 24th of september last year and blocked [usr] bye [sys] the rals then we were there on the 24th of october blocked toilets called in by emma then we'll be there on the 25th of october the return of a two man team to unblock the toilets they they took photographs and stuff of it here and it was a slate and it this all would have been emailed to i wasn't emailed to anybody but i'll email to you now if you wish give us two seconds no none of this has been emailed to any of you guys let me see this one there's three bookings here that you should have emailed to you for obviously for your own accounts can you give [usr] ok [sys] me your email address and i'll email these to you and then i'll speak to you about what you're phoning me for [usr] no problem it's [pii] [sys] [pii] right ok i'll get that across to you one second [usr] thank you [sys] let me see about this one tomorrow i can get the guys to you it's probably gonna be just after lunch time tomorrow about one or two [usr] no worries that's great [sys] the cost for two men for up to an hour is 100 and 95 plus fat and if it goes over the arts £55 per half hour and that [usr] ok [sys] does need to be prepaid as per all the other visits [usr] ohh that paid now [sys] it all needs unless you have an account which you don't and it needs to be prepaid now you can phone me back later on today before three but i can provisionally book it for them or you can do a bank transfer it's up to you it just needs prepaid all the last time it was prepaid [usr] ok and then what's the total the total then for [sys] statistically [usr] sorry [sys] nine times out of 10 we complete within the r and for that [usr] -huh [sys] r for two men it's 100 and 95 plus fat [usr] ok [sys] if it goes over the hour it's £55 per half hour [usr] ok well can you provisionally book it and then i'll call back with [sys] yes [usr] that [sys] no that's dead on if you can let me know before three i'll email you now can i get your name please [usr] the 43 ok the [sys] is that [pii] or [pii] or [usr] just a and then just or a [sys] hate spelling people's names wrong dead on thank you i'll fire these emails [usr] cheers [sys] across to a [usr] thank you [sys] all [usr] much [sys] right [usr] cheers [sys] see you later [usr] bye bye [sys] bye bye bye bye

6Qualified Lead

[sys] good morning [pii] [usr] hi there have you got a phone number for someone in the [pii] area [sys] what do you mean [usr] we've got a blockage in the drain and we need someone to come out and have a look it's it's located [sys] it's [usr] in [pii] [sys] a [pii] what's the postcode [usr] [pii] [sys] ok i believe it's [pii] have you got a pen and piece of paper to hand [usr] i have yes [sys] 01675 [pii] [usr] [pii] yep [sys] [pii] [usr] [pii] thank you very much [sys] all right thank you [usr] bye bye [sys] bye

6Qualified 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 upcoming 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 morning speaking to how can i help [usr] hey good morning to you my name is [pii] i live at [pii] [pii] [sys] ok and how can i help [usr] your man came out to see me on saturday [sys] that's [usr] to look at the the blockage a toilet blockage and er give me a prize and i i went back to seven french and gave them the details they've come in this morning and they said they can't do any of the drainage care and it said something to do with the stack [sys] right [usr] and [sys] ok what's your post what's your postcode [usr] [pii] [pii] [sys] [pii] the first [usr] i've seen [sys] line [usr] it [sys] of the address please [usr] [pii] [pii] [sys] well i've got it there right right mr [pii] hold the line for me let me get you directly through to the office that came out and they'll take it from there won't be a sec [usr] thank you [sys] do good morning [usr] hello good morning to you my name is [pii] [pii] have they got they said they were given to the man just [sys] sorry you can just come straight through to us what's your postcode [usr] [pii] [sys] mister [pii] is it [usr] that's correct [sys] how can i help [usr] he said the old man came in at the first of 7% on saturday and said i could do the job but er seven said they sent someone in today which i have done and i said i can't clear it because it's only to do with this tax [sys] only to do with [usr] it's [sys] what sorry [usr] a it's a it's a it's a blockage is in the staff [sys] sorry the block is in what [usr] it's in the stack st ac k that's the pipework that runs down from the toilets [sys] right ok [usr] which is outside [sys] but it's coming from a soil stack [usr] it's [sys] i can't hear you very well [usr] sorry [sys] is it coming from the stack [usr] what was that this [sys] is it coming from the soil stack [usr] and i got i got to decide what you're saying [sys] ok are you gonna need a plumber i'll give you the phone number for the plumbing company [usr] i see you don't do the [sys] no you'll need a plumber i'll [usr] that's [sys] find it [usr] wrong [sys] for you now i'll find it for you now [usr] have they got the equipment to deliver this [sys] sorry [usr] have they got the equipment to do this [sys] we do the drainage in your area have you got a pen and paper there [usr] the manager came in on this the manager came on they gave me a price of £212 to do the job and then [sys] ok do you wanna speak with the person who sent your drainage engineer out [usr] yes please [sys] ok just one second [usr] i see [sys] right she's on another phone call sorry i'll give her all the details and get her to phone you back [usr] three digit ago have you got my number on your screen [sys] does it end in [pii] [usr] that is correct [sys] all right then i'll message her now [usr] thank you very much indeed [sys] thank you bye [usr] bye bye

6Qualified Lead

[sys] thank you for calling dino rod partners with british gas please [usr] thank [sys] 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] sure [sys] it's three [usr] ok [sys] 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 good afternoon can you put me through to [pii] please [sys] to [pii] can i ask who's calling [usr] if you just mentioned it's [pii] from ph group [sys] is it a key accounts [usr] is it who sorry [sys] sorry we've got a very big company i don't know who [pii] is where [usr] [pii] [sys] are you calling from [pii] [pii] is it in regards to [usr] have i come [sys] a local office [usr] no no it's in regards to work that we're doing with metro rod [sys] right ok give me one moment let me just try [usr] and [sys] and find [usr] beer [sys] out who you've [usr] bo [sys] spoken to [usr] two y er no problem [sys] what's the postcode of the premises in question [usr] no no it's in regards to work that we're doing with metro road it's not about don't worry it's fine i i've got his email it'll probably be easier just to drop [sys] i'm [usr] him an email [sys] sorry [usr] over [sys] we we we're a massive call center [usr] no [sys] there's thousands [usr] don't [sys] of people [usr] worry it's [sys] i [usr] me [sys] i don't know i i don't know who you're speaking to about unless [usr] don't [sys] i can trace [usr] worry [sys] who it is [usr] i've got his email i'll drop [sys] all [usr] him one over [sys] right [usr] that [sys] take [usr] way [sys] care bye [usr] ok [sys] bye [usr] thanks anyway bye bye

6Qualified Lead

[usr] calling [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 my name is [pii] how can i help [usr] good morning my name is [pii] i'm calling from northwood state agents i've just got a a query in regards to your jetting for lime scale removal on average how long does this job take [sys] i think they're usually about two hours but [usr] usually [sys] i'm not [usr] about [sys] 100% [usr] two hours [sys] i'm not 100% on that probably best get you through to the local office for a more concrete answer really [usr] no that's fine what's the number for the local office [sys] well what's your postcode sir and i i can get you through them [usr] i'm in [pii] [sys] [pii] ok that number is [pii] [pii] [usr] [pii] [sys] and do you want [usr] lovely [sys] me to get you through to them [usr] i if that's possible [sys] absolutely all right bear with me two secs [usr] lovely thank you [sys] no worries [usr] my office hi there my name is [pii] i'm calling from northwood estate agents i've just got a query in regards to lime scare removal in drainage [sys] right [usr] i've got a quote it's 100 and £60 plus fat and then £70 plus fat thereafter for every 30 minutes [sys] that's [usr] how [sys] right [usr] what's the what's the average time scale for this job [sys] well it depends how long the run is obviously if it's just a standard run probably have it done within the first couple of hours max but obviously if it's longer it will obviously take longer [usr] no that's fine would you say that 3 350 to £400 would be sort of [sys] definitely [usr] be that right [sys] probably won't be it probably won't be close to that it would probably be [usr] ok [sys] a bit less but that would be your top end [usr] ok no that's absolutely fine to check on cause our landlord [sys] yes [usr] doesn't really want to spend more than that but no that's [sys] ok [usr] fine brilliant thank you very much [sys] no worries bye bye [usr] all [sys] now [usr] right cheers bye

6Qualified 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 [usr] tw [sys] good morning you're through to dino [pii] speaking how can i help [usr] yes please i would my grand road has booked appointment but i would to cancel that appointment [sys] what's the was it through your british stress home care cover [usr] it was blockage of the drain of [sys] what what's the postcode please what's the postcode [usr] postcode [pii] [sys] and your full name please [usr] full name is [pii] [sys] first line of the address please [usr] i beg your pardon [sys] first line of the risk [usr] [pii] [pii] [sys] all right no problem that's been canceled down for you [usr] yes thank you [sys] no worries take care

6Qualified Lead

[sys] hello thank you for calling dinah rod central [pii] please note that calls may be recorded for monitoring and training purposes hello [pii] [usr] hi i'm looking at your website where it says no call out charge in [pii] town on [pii] does that still count [sys] i can confirm that to you could could you please give me your postcode please [usr] [pii] [sys] ok let me give you the correct office number because we don't cover that area that you can speak to them [usr] sure [sys] and get [usr] sure [sys] a confirmation [usr] you only do [pii] [sys] do you sorry we only do [pii] [usr] i'm ca i am in [sys] i [usr] [pii] [sys] know i [usr] i'm [sys] know [usr] the [sys] but we only do [pii] area [usr] right ok thank [sys] sorry [usr] you don't [sys] ok [usr] worry no it's all right go on [sys] the number is [pii] [pii] [pii] [usr] and where would i find their website because i i what you're i want to see the terms and conditions before i cos i just went on to diner rod and yours just came up do if they've got a different website or is it just [pii] [sys] usually did you search on down road central website or diner [usr] no [sys] road central [usr] i just went on to google and did [pii] and [sys] really [usr] you came up [sys] i don't know probably because [usr] don't [sys] we [usr] worry [sys] cover [usr] it's not your [sys] [pii] [usr] problem i'll have to look [sys] sorry [usr] all right [sys] about [usr] don't worry [sys] that [usr] it's [sys] ok [usr] all right [sys] then [usr] thanks very much [sys] no [usr] bye [sys] problem cheers bye

6Qualified 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 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 [pii] at dino how can i help [usr] hi i was just wondering if i could book somebody to come round and have a look have a look at a drain that i think is blocked i unlock it [sys] of course do you have british gas home care cover [usr] i don't think no no [sys] ok and is the property a domestic property or commercial property [usr] domestic [sys] ok i'll give one moment look ok and is your home address where you live ok let me have a look what's the postcode of your property [usr] ol 12 7 rb [sys] four l 12 7 rb for bertie ok i'm just pull the details up for one moment i'm just having to make sure just loading my details up and is it a blockage or walk [usr] a blockage [sys] thank you [usr] well i think it might be a bit of both really cos the the outside drains blocks and it's filling the water up and i think it's come in through the porch and wet some of the floorboards in the front [sys] sounds [usr] room [sys] it potentially is a drainage issue is there any drains that look the blocked up outside [usr] definitely the one at the front [sys] and then that but what's happening is that overflowing and then coming into the property fine ok price wise monday to friday between 8 a.m. and 6 p.m. for an engineer to come and clear a blockage property looking at about 100 and £80 which includes the va t do you still want to proceed with the booking [usr] when's [sys] let [usr] the [sys] me have [usr] closest [sys] a look [usr] time [sys] what's [usr] you can [sys] the [usr] do [sys] first line of your address [usr] [pii] [sys] thank you and what's your full name [usr] [pii] [sys] thank you and your best contact number for us to contact you on [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok and do you have an email address that we can take [usr] yes it's [pii] [pii] [pii] [sys] [pii] [usr] [pii] [sys] thank you i'm just going on to my job booking page and drain wise is it the front of the property or the back of the property the front of the property and it [usr] air [sys] look [usr] front [sys] it's a manhole or a water waste drain from the property what what does the drain look blocked [usr] it's just is it it's a it's at the bottom of the gutter [sys] and [usr] with [sys] wastewater [usr] a drainage pipe [sys] drain [usr] it's on the on the ground at [sys] ok [usr] the bottom [sys] and that's overflowing and then coming into the property ok ok ok what about your toilets and bathing facilities are they all ok ok and is there anyone vulnerable affected by the issue of anyone with ill who or ok [usr] no [sys] wastewater there's no signs of sewage is there ok i'm just pulling the diaries up now just to see what availability we've got in them ok let me give our office a call are you all right to hold all right thank you [usr] of course sister just died over 100 and £80 but i know that as well you said i cancel it we i don't eat j today they eat a lot and this time ok

6Qualified Lead

[usr] imagine [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 [usr] good job [sys] we record calls for quality and training [usr] we are [sys] purposes [usr] gonna try and leave it till 12 4 or 35 go off and let [sys] good morning thanks for calling british gas you're speaking to [pii] can i take your name please [usr] it's [pii] [sys] thank you your home reference number please [usr] let me grab that sorry i should have grabbed grabbed that british i don't know if you have it to hand i'm not sure if you can look me up somewhere how else [sys] ok ok can i take the phone number that would be on the accounts [usr] it's [sys] usually [usr] [pii] [sys] easy [usr] [pii] [sys] ok [usr] [pii] [pii] i got it [sys] ok it's just gonna search and can i take your address please [usr] [pii] [sys] and the postcode there [usr] d a [pii] [sys] right thank you and can i take the email address on the on the account [usr] it's [pii] [sys] excellent thank you and how can i help [usr] i spoke to one this morning they were meant to get back to me regarding one of your engineers coming out we've got a bit of a problem with our drainage every time we're flushing the toilet it's coming out of the manhole and obviously every time next door of flushing it it's coming out of the manhole i was hoping someone would call me back asap i've not heard anything [sys] right ok just a moment or two and you get about the manhole did you say ok two seconds what i can do is if you i can give you a direct contact number for the local office [usr] i'm sure it's the one i called they said they were gonna call me back but i can take it again [sys] [pii] [pii] [pii] [usr] perfect i'll give them a call thank you [sys] ok i'll i'll raise it as feedback that the call back they were promised but i'm sure they're looking into it for you but they'll at least if you can give them a phone they'll be able to to give you some update [usr] no worries thank you very much [sys] thank you bye [usr] bye [sys] bye [usr] bye bye

6Qualified 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 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 good morning welcome to diner you're speaking to [pii] how may i help [usr] hi there i have someone out yesterday to for my drains but now maybe your rhinos are overflowing [sys] i i is it domestic or commercial property it's commercial what's the postcode of the site i can have a look at that job [usr] sorry sw 15 [sys] yup [usr] [pii] [pii] [pii] [sys] and what's what's it called the premises [usr] what cover [sys] sorry you you're breaking up a little bit i didn't catch that part [usr] the arab boy ca tavern [sys] ok let's have a look at that job for you thanks just hold on for me see what the notes the engineer put on there well can you confirm the first line of the address there for me [usr] it's [pii] [sys] that's lovely thanks and your name there for me [usr] it's [pii] [sys] thank you just looking at the details it says block drain blue hand towel and fat is causing blockage no guarantee due to the amount of paper towels and fat [usr] no [sys] less [usr] i think [sys] free [usr] it [sys] flowing [usr] it it's gonna be a it's gonna be a separate job probably [sys] right ok just wanted well it says no guarantee it would be another payable job but of course we can have a look set [usr] thank [sys] that up again for you [usr] it never rains when it pours does it [sys] it's precisely the wrong time i'm sure [usr] but small business trying to get to christmas [sys] sorry about that [usr] no [sys] right [usr] not [sys] we just raised i just put this through again [usr] sorry i'm saying you think it sounds a bit weird at this end it's because i'm cleaning [sys] ok multitasking i think it's called isn't [usr] absolutely [sys] it ok it's still in the same issue with the drains then [usr] it's just the rhinos it's coming [sys] the urinal sorry same issue [usr] it's overflowing [sys] alright ok just put this through we got drains ok what will happen as you as before that the local office will contact you because i'm the head office [usr] perfect [sys] they'll contact you about coming out to this job because it will it will take priority because it's commercial i'm just waiting [usr] lovely [sys] for that to go through for me and then it's gone through i'll just confirm any issues that you can call the you can call that did they leave their number the local office before [usr] no i don't think they did [sys] ok just that just let's just see if i can provide that for you and at least you can follow up with them just hold [usr] perfect [sys] on for me i'll give you that the local number they'll be calling you anyway is [pii] [usr] hang on one second [sys] ok [pii] [usr] [pii] [pii] [sys] [pii] [pii] that's the number there for you [usr] [pii] [sys] ok all right [usr] [pii] [sys] ok [usr] lovely [sys] is that all right [usr] thanks [sys] is [usr] much [sys] that right hope hope they can help a bit but obviously [usr] thank you [sys] but [usr] i know [sys] again [usr] i know [sys] before christmas take care [usr] i know [sys] ok [usr] thank you bye [sys] ok thank you bye bye

6Qualified 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 to policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively [usr] he doesn't send [sys] please hold [usr] i'll just [sys] and [usr] ring [sys] your call [usr] him now [sys] will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at down on demand how may i help [usr] hi i had i had a call up in december which i paid over the phone i'm just wondering if i can get a receipt for it [sys] you need to speak to the local office for that can i take your postcode [usr] it's [pii] [pii] [sys] was it for plumbing or drains [usr] drainage [sys] i'll give you the number for the local office and they'll be able to arrange to send that to you [usr] ok [sys] their phone number [usr] thank you [sys] is just bear with me a second sorry about this it's [pii] [pii] [pii] [usr] that's perfect thank you very much [sys] you're welcome thank you bye [usr] thanks bye bye

6Qualified Lead

[sys] good morning [pii] right how may i help [usr] hi there [sys] 52 [usr] i just called earlier to to book an appointment [sys] right [usr] in [sys] i'll [usr] but i [sys] leave [usr] need [sys] you to [usr] to cancel [sys] it thank [usr] it [sys] you [usr] please [sys] very much [usr] we [sys] for [usr] think [sys] that [usr] we've identified the problem and neighbors [sys] ok [usr] is that ok [sys] that's fine if you could give me your postcode please [usr] it's [pii] [pii] [sys] right ok i've got that no problem thank you very much [usr] lovely [sys] thanks [usr] cheers [sys] now [usr] thanks [sys] bye [usr] a lot bye [sys] bye

6Qualified Lead

[sys] hello [pii] [usr] hi there we have a blocked drain in [pii] i don't know if you've got anybody there that might be able to have a look at it [sys] we wouldn't be able to get anybody out today i'm afraid [usr] right how much would it cost tomorrow for instance [sys] what's the postcode there [usr] it's [pii] [sys] ok and what seems to be the problem [usr] blocked sewer drain i i'm in number [pii] tel gardens and checked it through to [pii] is blocked and then we don't know where it goes from there [sys] ok well that sounds as though it would be a shared seward rain which is the responsibility of welsh water to clear free of charge [usr] sorry what would free of charge who would do that [sys] welsh water [usr] welsh water right [sys] that's correct yes if it's a shared seward rain welsh [usr] right [sys] water are responsible for all shared seward rains [usr] ok all right i'll try them thank you very much [sys] you're welcome [usr] cheers bye bye [sys] bye bye

6Qualified Lead

[sys] thank [usr] random [sys] you for calling [usr] story [sys] dino rod [usr] you've [sys] partners [usr] a guess of three [sys] with british [usr] random [sys] gas [usr] words [sys] please listen to the options carefully [usr] five minutes ago [sys] we can get you to the right team [usr] right ok [sys] if you need any help with a drainage problem press one if you require our plumbing services press two or [usr] 502 [sys] 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 [usr] rolling sauce rolling ball [sys] we record calls for quality and training purposes [usr] she'll be upstairs reading a book or something yes she mum though [sys] no [usr] that geek [sys] i know how can i [usr] hi my name's [pii] i'm calling from south steven district council do you offer a septic tank emptying service [sys] for septic tanks you'd have to contact the local office directly could i get the postcode i can find out for you [usr] hang on bear with i'll give you the postcode it's on a message it is [pii] [pii] [sys] that's fine the local office currently they might be shut they usually open between 8 a.m. and six but on weekends sometimes they shut a bit earlier but i can give you their [usr] do [sys] number [usr] you [sys] and [usr] have [sys] if you give them [usr] i was gonna say do you offer an out of hours service [sys] we do for booking jobs and when it comes to enquiry over a septic tank it's only the local office that can confirm that cos it's different with [usr] are [sys] each [usr] you [sys] local office you see [usr] i've got an issue where i've got a septic tank that's full and i've got human excrement in a garden and from a public health perspective we need to get it cleaned asap [sys] right [usr] that's what my enquiry is i i appreciate it probably be tomorrow that it's gonna be empty because of the well it's dark but you've got a local office did you say [sys] we work with different local offices that cover different areas and [usr] ok that's [sys] we [usr] fine [sys] them who come out they'll be the best ones to confirm that [usr] ok what's which office is that [sys] they're called df stewart services would you their number [usr] yes please [sys] it's [pii] [pii] [pii] [usr] [pii] ok thank you very much [sys] no worries take care [usr] thank you bye [sys] right [usr] this the

6Qualified Lead

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes hi there good evening british gas tonight how can i help you please [usr] hello hi i had the inside valve changed on my cold water tap for the bathtub only maybe a couple of weeks back or maybe a month back and at the time i did point it out the tap was quite stiff i don't know what the man did he changed the valve which was great cos it stopped it from dripping but was very it was very stiff he did the hot water too and the hot water wasn't stiff the issue is i didn't make a fuss about it at the time because we already had many issues with trying to get this valve changed and you sent me somebody was sent who was completely rubbish did didn't turn it properly didn't situate the tap handle properly i had multiple call outs and out of that frustration i just thought i'm just gonna leave it because i just can't keep having people coming to my house every day but my husband is telling me now as well it's a problem because to turn the tap you've got to really pull it outwards and it's not the same with the hot water is it it is it possible that someone could be sent out to just see what they can do to loosen it [sys] ok what's the address please [usr] it's [pii] [sys] and postcode [usr] [pii] that's [pii] [sys] sorry whose name is on the policy [usr] mind he her [sys] thank you and date of birth for your security please [usr] 22 09 1992 [sys] it's [pii] [pii] is that right [usr] [pii] [sys] alright just give me a few minutes what we do we rebook another engineer they can [usr] thank [sys] come out [usr] you [sys] and assess the situation and [usr] yes [sys] hopefully [usr] please [sys] replace the tap ok [usr] would you be able to please make sure there was a one man that was incompetent he was sent out three times and i found him challenging i can't remember what his name was but i really really don't want him back because i've had [sys] ok [usr] much he i was just [sys] we [usr] trying [sys] just [usr] to think what [sys] say do not spend the previous engine that's fine [usr] ok thank you and could you if they need to change the gauge would you make sure you have the right piece because there was a couple of engineers that you sent around that didn't have the right piece and the the man that was incompetent was the only one that had the piece but he just [sys] right [usr] didn't put it in properly [sys] ok yes i'm sure they are they'll have [usr] i [sys] a look [usr] 22 [sys] at the previous [usr] it got a size 22 i think he said it was [sys] ok i'll have a look at the previous notes there and then go from there ok it's not [usr] ok [sys] a problem [usr] thank [sys] it's the [usr] you i appreciate [sys] same [usr] that will that be tomorrow [sys] i don't know if you give me a minute because you're rushing me a bit is that ok [usr] i'm sorry i'm [sys] be [usr] i'm [sys] patient [usr] sorry [sys] thank you [usr] ok [sys] give me a transfer thank [usr] i'm [sys] you [usr] sorry [sys] great all right if you give me a minute or two i can just process that for you [usr] ok thank you very much [sys] thanks for your patience [usr] no worries i'm sorry just my anxiety is kicking in about having another [sys] no [usr] plumber [sys] no [usr] out because of the trauma from the last time [sys] all right it was traumatic for you if you make notes from them over a month ago on the system well the month on now we're just trying to get another booking just a moment [usr] ok [sys] i'm just trying to process this [usr] no worries thank you i just remembered his name was [pii] [pii] was the person that i didn't want to come back [sys] right i'm making notes on that [usr] thank you [sys] i know it is because of the time but when the system is hopefully we can process it just a moment [usr] that's fine [sys] we're having some system issues at the moment that's why it's taking long [usr] that's ok that's fine [sys] because the ac now you see but i don't know if you wanna carry on waiting or re or call back tomorrow but i'm just trying to process it [usr] that's alright i'll have you on waiting it's just that my two little ones are asleep now i've finally got a bit of free time [sys] i may have to put you back through because i'm not able to book the appointment at the moment can you hold the line [usr] ok no worries thank you [sys] sorry about that it's just we having a system issue tonight today [usr] ok that's [sys] right [usr] fine [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four you may encounter some moments of silence whilst we connect you to a member of the team please stay on the line hello thank you for calling british gas my name's [pii] at the health services team how can i help [usr] hi i believe your colleague probably passed me through to you because your system's not working i called because i had a plumbing job carried out on my bathtub only about a month ago what it was is the i think it's called the valve it was changed on the hot water and the cold water because my bathtub was dripping with the cold water one whatever's been done to it it's very tight to be able to maneuver whereas the hot water is absolutely fine i noticed that this at the time when the change was happening took place but because we had many issues with

6Qualified 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 we record calls for quality and training purposes 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 service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone good afternoon you're through to how can i help you today [usr] hi there i wanna call me i've got a diner rod engineer booked in for today but he's still not showing up he said he'll be here before one o'clock [sys] he was gonna be here before one o'clock he said ok [usr] yes [sys] do you have your policy number by hand your home care number [usr] i don't i've got the reference number for the job [sys] ok can i take your postcode first please [usr] [pii] [sys] sorry [pii] you said [pii] [usr] [pii] [sys] yes and the house number [usr] [pii] [sys] [pii] [usr] yes [sys] bear with me let me load up the account a sec what's the full name please [usr] [pii] [sys] ok perfect now he's the account holder ok perfect [usr] yes [sys] and what was the first line of the address please the [usr] [pii] [sys] first line of the address the street name and your [usr] [pii] [sys] email address please [usr] [pii] [sys] perfect thank you ok did you call pre call earlier was it did you call earlier regarding the same problem [usr] sorry [sys] or ok [usr] yes i did yes [sys] what was it that the agent advised at that time [usr] she gave me a number [sys] ok [usr] but the number's not valid [sys] let me let's see what i can see here ok bear with me then i'm just gonna call the local office around your area now and see what's going on with the appointment ok i won't be long thank you [usr] yes sir no problem [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play hi there sir thank you for holding i've got through to the local office now they did say the engineer has been [usr] hi there [sys] assigned to the job and he the job is still ongoing he said the engineer is running a bit late with the appointments that he's currently in now the local office is trying to just understand if you're gonna be available until six ok that's fine let me just get back to them and hopefully they'll be able to send a message or something to the end engineer ok to let them know that you called they should be ok i'm just gonna get back to them now ok two secs [usr] ok because [sys] hi there thank you for holding said it should be fine the the appointment is still ongoing they've assigned obviously the engineer who's gonna be there they're just saying that the engineers went in a bit late but he will be at your property they obviously put it down before six o'clock anyway ok thank you thank you no problem bye bye [usr] ok sure no problem no problem thanks much thank you bye bye

6Qualified Lead

[sys] thank you for calling dino rod partners with british gas [usr] just tried to book [sys] we [usr] it online [sys] record [usr] shut [sys] calls [usr] me off [sys] for quality and training purposes good evening you're through to british gas station speaking can i take your name please [usr] it's [pii] [sys] thank you how can i help you today [usr] hi we've got a block drain and i wanted to book an engineer to come out as soon as possible tomorrow [sys] have you got an agreement with british gas thank you have you got your [pii] number your account number [usr] no it's not on this form that i've got in front of me sorry ok do you need that [sys] what's no what's your postcode please [usr] it's [pii] [sys] first line of your address please [usr] [pii] [sys] on the [pii] [pii] thank you and you've got a blood drain in your back garden did you say [usr] we've just lifted the cos we noticed the toilets weren't flushing properly and went outside and lifted the inspection lid and it's quite near the top and we we share a drain with our next door neighbor it's a shared sewer it's [sys] ok [usr] probably affecting [sys] and [usr] them as well [sys] ok and it's it's not overflowing at the moment [usr] no [sys] you said [usr] not overflowing but it's it's quite high and it's affecting the toilet flushing [sys] ok we can get someone out tomorrow all day [usr] sorry can you just repeat that [sys] of course i can get someone out to you tomorrow all day [usr] when you say all day what what do you mean [sys] between eight in the morning and six in the evening but they will call you before [usr] right that that you can't narrow it down to the morning [sys] no see the thing is if i do all day there's a chance we can book it but they they can come in the morning you see [usr] right ok well we need [sys] that's [usr] someone [sys] no guarantee [usr] out it's [sys] there [usr] just someone will have to be here the in the whole day then [sys] i'm just hoping they turn up in the morning what i'll do is i'll give you a number to ring in the morning as well [usr] right [sys] after 10 o'clock if they've not turned up by then [usr] ok [sys] ok what's the best number to call you on is it the one that ends in [pii] [usr] no no that's my husband's and he's not gonna be here if you could use my mobile it's [pii] [pii] [sys] brilliant that's booked and arranged for you now [usr] ok thank you [sys] between six in the morning and six in the evening but i'll put you on the highest priority as i said have you got a pen handy [usr] i can just get one ok i got one [sys] the franchise which is the diner diner ro franchise that are coming out to you tomorrow is 01256 [usr] 01256 [sys] that's three triple five [usr] three triple five [sys] 02 [usr] 02 i'll just repeat that back 012563 double 5502 [sys] you got it that's it [usr] ok [sys] but someone will be there tomorrow to hopefully get this sorted out for you [usr] ok all right thank you [sys] that's right just another quick question as well your boiler is it quite old [usr] no i'm fairly new i think well relatively [sys] we do no no worries i'll just update that all right then thank you very much for your time and someone will definitely be there as soon as possible tomorrow [usr] thank you bye bye [sys] ok bye

6Qualified Lead

[sys] good morning [pii] plumbing [usr] stuff hi how you doing i want to know i've got an appointment booked from the home care department and i wanna know how do when the when i'll get a gas engineer come to my house [sys] a gas engineer [usr] no gas i am see what else i've got appointment i've got [pii] [sys] what's [usr] from [sys] your postcode [usr] the [pii] yo it's not gas engine that's what my radio is leaking do you want the cord or what the cord they give me a different number to phone sorry [sys] right it's it's an all day appointment it'll be any time up until 530 [usr] no problem that's great thank you [sys] ok [usr] that's right [sys] thank you

6Qualified Lead

[sys] hello thank you for calling dinah rod central london please note that calls may be recorded for monitoring and training purposes good morning [usr] good morning how are you [sys] i'm good how are you doing [usr] i'm fine thank you i'm just contact you with regards to i've got a drainage issue on the bathroom and the toilet it's not [sys] what's [usr] running [sys] the [usr] that [sys] postcode [usr] was supposed [sys] of [usr] to be [sys] the site [usr] it's romeo hotel 16 but it's [sys] one [usr] how are you [sys] sec one second [usr] ok [sys] you have reached the wrong local office let [usr] is [sys] me [usr] he [sys] give you the correct number you said romeo [usr] your hotel 16 [sys] ok let me give you the correct number to call that's [pii] [usr] just go back [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok thank you [sys] no worries bye bye [usr] cheers bye

6Qualified 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 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 hi you're through to [pii] at daniel how can i help [usr] hi i'd someone to come out and have a look at my sink and my kitchen sink please if possible [sys] er is is is it blocked if you could just explain what the issue [usr] ok [sys] is in a bit [usr] it [sys] more detail [usr] the issue is is that it's making this gurgling noise and it's been doing it for a few days now i just need someone to come out and have a look see what's going on [sys] is this regarding a domestic property or a commercial [usr] to domestic [sys] right do you have british gas home care cover [usr] i do [sys] for your plumbing and drains [usr] i do [sys] you do [usr] i do [sys] can i transfer you over to them as they're the ones that would need to book the appointment in [usr] right ok ok cos i've been told previously that i could just ring down the road myself and they would do it but that's fine [sys] ohh hello [usr] hello [sys] sorry i think you cut off there for a second or i i'm not too sure what happened but am i right to transfer you over [usr] yes that's fine [sys] ok great i'll do that now thank you [usr] thank you [sys] bye bye thanks for protecting your home with british gas our nationwide team good afternoon you're through to the [usr] ok [sys] team here at british gas how can i help [usr] hi i i'm in time to come and have a look at my seat if possible please [sys] someone to come and have a look at you [usr] kitchen sink [sys] what's wrong with the kitchen sink [usr] it's gurgling its gurgling for some time now and i just want someone to come and check it [sys] is it blocked is it leaking [usr] it's all blocked it's just it it just makes these strange gurgling noises and then there's the smell there's a there's a horrible smell that comes from the sink there's some blockage somewhere and i just need someone to come and check it [sys] do you have your home kit number with you [usr] sorry [sys] do you have your home care number with you [usr] no i don't no no [sys] can you confirm for me your name of the account [usr] [pii] [sys] can i have your postcode [usr] [pii] [pii] [sys] first line of the address [usr] [pii] [sys] can you confirm for me your date of birth [usr] 39 [sys] please [usr] 66 [sys] thank you much right regarding to the thing is it overflowing [usr] it was it see what happened was it it it it it it the couple of weeks ago it did do that it wasn't over the flow but what happened it was locking and then all of a sudden it will just open up itself and i tried to clean it and plunge it and er i nothing but but it's been making gurgling noises now for some time now and and then it stopped and then it started again i'm thinking something is going wrong but it's not it's just carrying on [sys] ok all right are you able to stay on the line for me i'm not able to see any dates available on my end i'll get back to you as soon as i can ok [usr] ok no problem [sys] ok british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving thank you much for holding hello [usr] hello hello [sys] hi i'm trying to get through to the franchise ok on my end the dates that i have are all currently fully booked ok in order for me to get a date where we can send an internet out for you i need to get through to them there's a long [usr] right [sys] waiting time in order for me to get through can i try to arrange a call back with you on the number that you're calling from [usr] that's [sys] is that [usr] fine [sys] fine with you ok [usr] that's [sys] alright [usr] fine [sys] it's the one that ends at [pii] right [usr] that's it that's it [sys] ok all right thank you much all right [usr] ok [sys] thank [usr] thank [sys] you [usr] you thank you bye bye [sys] how are you [usr] bye

6Qualified Lead

[usr] the kitchen [sys] thank you for calling dino rod partners with british gas [usr] thank [sys] please listen [usr] you [sys] to the options carefully we can get you to the right team if you need any help with a drainage problem press one if [usr] no [sys] you require our plumbing services press two or if you have an existing home care policy it's three [usr] give me the options [sys] i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing service 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 [usr] ok [sys] advisor we record calls for quality and training purposes good afternoon thank you for calling dino [pii] speaking how can i help [usr] you're all right i had somebody out to me last week to clear a a point i've only just come back from being away i've only used to a handful of times it's still blocked [sys] ok [usr] i have got a receipt and stuff from what i paid for but she would be if there's a possibility of getting anybody out [sys] i'd have to speak to that local office what's the postcode of where we went to [usr] ws 12 one uj [sys] was that uniform juliet [usr] that's right yes [sys] and what's the address that we went to [usr] [pii] [sys] and what's your full name [usr] [pii] [sys] let me have a look see if i can find you right there was no guarantee given on that job [usr] how come [sys] it says it was the the toilet was blocked because of misuse [usr] it doesn't say that on the receipt i've got [sys] i i'm just reading out what it says on the screen here i mean what what caused the blockage do [usr] no i'm not too sure all all i've got is a a block that type [sys] i'll have to call that local office then cos the engineer's definitely put that bear with me [usr] let's see how would i'll try that number two ok it was a me it's not guaranteed thank you well i haven't got that paperwork that well i say that paperwork doesn't mean anything i haven't stolen that paperwork i got back to a ok thank you ok i that was good the to the toilet when you go i i do the talking and exactly for the office now [sys] hello bear [usr] hello [sys] with me i am still here i've been put on hold myself ok but i am still here ok [usr] ok [sys] bear with me [usr] the options for the flight right that really but second time that they link it to the bank and the payment [sys] hello [usr] hello [sys] hi sorry about that she had me on hold for ages what they'll do is they'll come out for free and have a look at it for you and if it's the same issue was last time they will do it under a guarantee let me bear with me my computer's gone a bit funny [usr] say cos the engineer never said any of this to me mate and i i know i know you're doing your job i said but the paperwork i've got there's no mention of nothing well i've signed about misuse of anything [sys] i [usr] it [sys] think that [usr] just says a block type which is it's got a hpw that's all it says [sys] i did mention that i think that's why they're going to do it for you because i i can't even see what it just says misuse and that's it just one word [usr] but he ne he never even went up to the toilet he just went to the bottom of the but he never used no camera he just shoved the jet wash through there [sys] bye let me just type all this in [pii] bear with me [usr] that's fine [sys] alright just one sec i presume you're available for the rest of the day now [pii] [usr] i'm available [sys] ok [usr] today tomorrow preferably today [sys] they [usr] because i say [sys] they said they'll come today i just need to send this across to them there we go there you go [pii] i've sent that across to them they will be with you this afternoon and they'll give you a phone call when they're on their way ok [usr] that's great thank you [sys] alright i them all done for you [usr] bye bye bye

6Qualified Lead

[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have good morning [pii] [usr] hi i wonder if you can help me i was looking to get a drain pumped [sys] ok and what do you [usr] sorry pardon [sys] what's the issue [usr] there's a big fat blockage it's about it's it's a private residence and about every i think it's probably about every four years it all builds up and we've just pulled the the manhole open in the in the house and in the the garden and realized it's all backed up it's a really bad smell someone's come over and had a look at it and gone they can't deal with it with rotting and high pressure it needs pumping [sys] ok bear with me one moment can i take your postcode please [usr] sure [pii] [pii] [pii] [sys] well [pii] sounds ok it's not something that we would do i'm afraid but i it's for a tanker company but i can supply you with their number [usr] sure that'd be great [sys] perfect [usr] one second let me [sys] it's called dfm [usr] do you sorry can you mind repeating [sys] dfm [usr] that [sys] delta foxtrot mother [usr] right [sys] and then the contact number is [pii] [pii] [usr] yep [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] amazing thank you very [sys] not [usr] for your help [sys] a problem at all you take care [usr] cheers [sys] thanks [usr] bye bye [sys] bye bye

6Qualified 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 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 evening diner [pii] speaking how can i help [usr] hi i've got a problem with a block toilet at the moment i'm based in [pii] i'm just wondering if you could send anybody out it's [sys] how [usr] fairly [sys] many toilets you have in the house [usr] sorry [sys] how many toilets do you have in the house [usr] one [sys] and it's totally blocked not usable [usr] no it's not usable it's totally blocked yet [sys] ok no problem have you got british gas plumbing and drainage cover [usr] no [sys] ok that's fine it's just a home care plan which has covered you veins and plumbing but it's fine [usr] sure [sys] have you got to is it a residential or commercial property [usr] it's a it's a residential [sys] thank you sir can i start taking the postcode please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] that's right [sys] thank you sir what's the house number [usr] it's [pii] [sys] thank you much and do you want somebody to attend tonight as an emergency [usr] yes please [sys] no problem how long is this is this started tonight or is this happening [usr] it's [sys] from couple of days [usr] it's been a couple of days i haven't been able to fix it because i've been at work but the toilet has been unusable through all that time [sys] no problem and you have no other boilers at the property the one which is unusable [usr] that's right [sys] thank you sir i'm just going to start just going from the job [pii] is it a house or a flat [usr] it's a flat it's [pii] [sys] do you have a shared rain with other flats or is it you [usr] i'm not sure i i think it is but i can't i can't say for sure but i i mean i would be i would be fairly sure that it is but i couldn't say for an absolute certain [sys] right if the flat drain the main drain which it goes if it's shared with other drains then our engineer is not going to unblock it [usr] all [sys] you [usr] right [sys] might have to contact them unfortunately it's up to you if i can if you want i can create a job or [usr] well i mean i i think it's best to [sys] but [usr] to to to do that because it's getting quite urgent [sys] all right but i'm i i can book the job in on your request but when he if he comes that if it's the drain your main drain is shared with other flats they are [usr] right [sys] not going to touch the job the problem will be there [usr] sure [sys] you [usr] right [sys] need to if you can first check that or you can ring the local water board they can they deal with the shared drains we don't deal with the shared drains even [usr] right [sys] though you say i'm not sure or can you just book the job in it's no problem for me i can book the job in but when the engineer will arrive he's not going to even touch the job he just will come he will have a look no that's a shared rain sorry i'm walking away i'm not going to you the problem will [usr] you [sys] be [usr] may [sys] there yes [usr] in that could i could i just check that then and just get back to you on that [sys] yes [usr] before [sys] you can [usr] i [sys] give us [usr] book [sys] a ring back [usr] it again [sys] we are here 24 hours that's not [usr] right [sys] a problem just just need to make sure to ask you whoever is looking after these flat maintenances that say is it a shared drain or my my flat drain is a separate drain because if it's a shared drain then you can search on google find a local water boat and win them [usr] right [sys] and say that i've got a shared drain which is well can you please come and have a look they will send the team out [usr] sure ok then thanks a lot [sys] thank you sir take care [usr] thanks thanks [sys] right [usr] bye

6Qualified 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 through to dino pass beach gas [pii] speaking how can i help [usr] hello there i had an engineer come out to my property on friday [sys] ok [usr] he had a look and he said that he was gonna put the notes on the system for my address and that i was to phone up first thing tuesday morning because it was gonna take the specialist team to pump out my cellar because it's flooded [sys] ok what's the postcode [usr] [pii] [pii] [sys] and the address please [usr] [pii] [sys] and what name is it all right i've got it ok unfortunately the office doesn't open till eight o'clock we should have told you that [usr] all right [sys] it does need to be specially planned if you want to give us a call back after eight [usr] call [sys] o'clock [usr] back this [sys] and [usr] number [sys] then [usr] at eight o'clock is it right no problem [sys] ok [usr] all right thank you [sys] take [usr] for that thank [sys] care [usr] you bye bye [sys] bye now bye

6Qualified 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 evening [pii] speaking how can i help [usr] hi i all need help i've we got a had a blockage and drain i cleared the bro blockage with using some rods i've got but unfortunately the the end two sections of the rod i think came off in the pipe i pulled out when i pulled i didn't i i didn't when i pulled the the rod out obviously some of the rods still left down the pipe it's probably about i don't know two or 3 m along the pipe i guess will you be able to retrieve that [sys] our local office has closed you might they might need to put the cctv down if you if you ring back tomorrow morning they might be able to book your job and if they have i don't know how busy they are unfortunately [usr] what [sys] because it's [usr] what time would [sys] i [usr] have you got a direct number for them or or or or what [sys] i can give you the direct number sir can [usr] thank [sys] i just [usr] you [sys] start taking your postcode is your toilets are working fine or [usr] it's all right at the moment but also there was a pipe down there the the rod down there it all bung up again won't it [sys] ok no no is it causing any blockage to your toilet or toilets are fine [usr] it's it's all ok at the moment but there is the the the pipe the rods in the pipe it all [sys] ok [usr] bung up at some point we do need to get the camera down there to see where it is [sys] ok can i just take your postcode [usr] [pii] [sys] [pii] [usr] [pii] [sys] all right thank you can you have you got pen and paper i can give you the contact number [usr] great [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] that's the local office number it's [pii] they supposed to be open till six i don't know whether maybe because of christmas [usr] i got some now [sys] if you just call them now if they don't answer then just try to ring in the morning please they will be able [usr] thank [sys] to work [usr] you [sys] thank [usr] thanks a lot [sys] you take care [usr] cheers [sys] bye [usr] bye bye

6Qualified Lead

[usr] yes [sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes [usr] can you do and six o'clock [sys] this [usr] ok [sys] this is how can i help [usr] hello i got a call for a diner road engineer the window was four hours that was two hours ago there's still no word [sys] ok what's [usr] and it's [sys] the postcode [usr] now midnight [sys] there please [usr] are they yo [pii] [pii] [sys] [pii] [usr] [pii] [sys] and the house number [usr] [pii] [pii] [sys] [pii] ok we with have you got a water leak have you [usr] no i've got a a blocked drainage pipework [sys] ok let's have a look [usr] do you want the reference code [sys] that's fine just going into it now can i take your name [usr] it's mr [pii] [sys] ok thanks it's have gone out to we we we say we we aim to come out within four hours but it does depend on how busy the engineers are we can't always guarantee it potentially they do work right through the night until 67 in the morning but it has been dispatched i'm just gonna give them a ring to see if they if they are able to give a time are you ok to hold [usr] no problem [sys] ok thanks [usr] why do you say love i could be 10 hours it could be you've gotta sit wait up all night for them that's ridiculous that that you though the nerve to say the count we got the toilets can't use the toilet what are you supposed to do in the booking that i'll shoot in the bucket tomorrow morning i do that anyway which is the british gas for you type thing in conjunction with british gas is the service you get we're down well it's dina rod but they're they're under the umbrella of fucking british gas no monday 19th of december five year old baby safe [sys] hi all right thanks much for holding i do apologize for the delay ok we are trying to get hold of the engineer now which is why i've just put you on hold for that length of time they've not managed to get hold of him while i've been on the ho while you've been on hold we're gonna continue to obviously try and contact him and then someone will contact you to let obviously what the situation is i mean that's all i can [usr] this [sys] say at [usr] is [sys] the moment [usr] this has been going on now for six hours but but but the actual updates have been going on for two hours and nobody seems to be able to find this engineer now the problem here is that am i gonna be sitting up all night waiting for the phone call [sys] i can't answer that i mean obviously would you me to book it out for the mor for the morning and and that you can go [usr] no [sys] to bed [usr] no i'm the courtesy bit on this one is that whoever the engineer is they should have the courtesy to take calls and and respond and state how [sys] they [usr] long [sys] do normally [usr] he's gonna [sys] that [usr] be [sys] to be honest they do normally it is a bit of concern that he's not answering his phone obviously apologies on this occasion that he hasn't but we're doing everything we can ok [usr] but but [sys] i mean [usr] the only [sys] if if [usr] regret [sys] for any reason [usr] is the only regret is from my point of view is that maybe i should have contacted lanes for drains instead of dining rod obviously from my point of view now i made the wrong decision by trying to employ diner on to do what i need him to do [sys] and i'm sorry that they've not got back but obviously what i will pass the message on to obviously contact you as soon as possible i mean if for any reason we can't get hold of him then we will contact you to let but we are continually trying to get hold of him [usr] right [sys] we only have one engineer in in in each area you see that covers certain areas it's not we can fall back on a second engineer it's just the one that's in [usr] i think [sys] the area [usr] i think [sys] at night [usr] one of the [sys] anyway obviously [usr] is well i think in general the problem is that the diner as far as i'm aware and i've worked this one out from previous that the diner rod engineers are a franchise which i don't think you have much control over the engineers once you've called the log log logged out this is i understand what's happening now you're only once once you once you log this call to the engineer then you've no control over that engineer [sys] i can't comment about that i'm a british gas em employee we take the calls out of hours i'm not sure how they work [usr] right but i do i do think it's a it's very odd that nobody's able to contact an engineer i work in the services industry and i just work out the fact that nobody can get hold of this engineer [sys] ok we are doing everything we can obviously i'll i'll i'll pass another message on to make sure they do contact you back obviously they do they have to ring there's processes they have to follow to to keep contact with them they go then they go to his manager one thing or another they are going through the process to to do what they can for you [usr] ok [sys] ok i'm [usr] i [sys] really sorry [usr] i [sys] ok [usr] carry on as we are [sys] and we're continually trying [usr] do [sys] to get hold of him and someone will contact you either way obviously to let [usr] right but when though when will they contact [sys] well [usr] us [sys] there is a process they follow they do continue to try for a period of time and then when and then it'll get to a point where obviously they won't be able to get a hold of him and then they'll let [usr] and let me know that he's not coming let's say let's [sys] possibly [usr] say three o'clock [sys] may happen [usr] in the morning [sys] i can't answer that [usr] thank you unbelievable ok right [sys] ok how many sorry [usr] ok we'll leave it for now [sys] ok thank you [usr] ok bye [sys] we're doing everything we can anyway at this moment in time [usr] ok [sys] thank you

6Qualified Lead

[sys] one likes being bunk good afternoon down the road [usr] good afternoon i think i need your help [sys] no [usr] the [sys] a try [usr] the well our drains are clearly blocked the manhole cover out the front of the house has blown its top by the looks of it [sys] right [usr] but that's on our property which i mean it's it's it's it's a big round i presume it's called a manhole cover because it's it's [sys] ok [usr] that big and if i lift it slightly i don't want to lift it anymore because it's horrific [sys] right [usr] i [sys] we [usr] i [sys] looks we we are booked for today though what what's your postcode there let me see what i can do for you but [usr] it's it's [pii] [pii] forgive me i'm in the car driving away at the moment [sys] that's [usr] if we [sys] all [usr] lose [sys] right [usr] signal [sys] don't worry [usr] i'll phone you [sys] no [usr] back [sys] no [pii] 10 0 [usr] i've i've not used your services before i don't know how it works and what cost we're after and all sorts keen to understand that obviously but equally if you can't do it today i'm wondering whether i need i mean it's it it looks raw sewage but po potentially end up if there's much more i don't know whether it's rain water whether it's the excesses of christmas or or what but it ain't pretty [sys] no no i hear you i'm just seeing if there's anywhere i i can put you in today but i'm gonna i'm gonna be really honest with you there isn't that we wouldn't be able to come out to you tomorrow [usr] ok let [sys] unfortunately [usr] me phone around they must [sys] it's just a catch up after the obviously the christmas period and things that [usr] that [sys] and we've [usr] letter [sys] come to [usr] [pii] don't worry i just i need it sorted if i can i mean if i have to wait until tomorrow i'll wait until tomorrow but there there must be other services it's just you're the most [sys] thank [usr] recognizable [sys] you much for thinking [usr] right [sys] of us initially but we we would be very reluctant to promise something we couldn't deliver put it that way was very [usr] no [sys] reluctant [usr] no i [sys] we [usr] i understand [sys] wouldn't do it [usr] that [sys] nice [usr] i will i will phone back if i can't get a solution today [sys] well [usr] and [sys] thank you [usr] we'll [sys] much [usr] book [sys] for [usr] in [sys] thinking [usr] at some [sys] of [usr] point [sys] us [usr] tomorrow [sys] in initially if we can [usr] it [sys] be of any assistance then please yes give me a call back [usr] cheers [sys] all right [usr] you [sys] sir [usr] bye [sys] thank [usr] bye [sys] you bye bye now

6Qualified Lead

[sys] thank you for calling dino rod partners with shish gas please listen to the options carefully we can get you to the right team if you need any help [usr] ok [sys] 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 hi you're through to how can i help you today [usr] hi i'm after an email address please for for customer service [sys] for customer service what's it regarding [usr] regarding the complaint we had an issue going back two months ago now when an engineer came out and er it it flooded the flooded the bathroom they asked us to send over the invoices for some of the work the repairs have to be done and they would cover it but nothing's been we'll send a few emails a a few complaint forms online and nothing's nothing's been action [sys] ok no worries if you bear with me two moments i'm gonna put you on hold while i get that for you [usr] no i love you thanks [sys] [pii] is the uk s expert repair service offering fast professional solutions are you ok we don't currently have an email for complaints what i can do as an alternative though i can pass you over to your local office and they can pick it up with yourself if you [usr] we need something right now because we're now taking it to small claims and they want to put something in writing in it was documented cos the the online contact forms aren't [sys] exactly when i pass you over to the local office they may be able to get that sorted for you there it's just [usr] all [sys] we [usr] right [sys] don't [usr] ok [sys] have an email [usr] ok [sys] currently for that we don't they [usr] right ok all right [sys] no worries can i just take your postcode and i can pass you straight over [usr] yes it's [pii] [sys] ok and was the engineer that came on a plumber or a drainage engineer [usr] the drainage it was a third party company [sys] ok thank you i'll pass you over now [usr] no [sys] good afternoon [usr] hi i'm after an email address for for customer service or complaints [sys] no worries [usr] ok [sys] it's info [pii] [usr] [pii] [sys] [pii] [pii] [usr] right and what what company is that for [sys] it's for er an environmental dyne rod [usr] all right ok ok they [sys] ok [usr] are brilliant [sys] lovely thank you [usr] lovely thank you much [sys] just

6Qualified Lead

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good evening host guest my name is [pii] may i take your name please [usr] it's [pii] [sys] and how can i help you today [usr] i rang earlier today about we had a blockage in our drains and i've been there has now all everything just dropped all the dreams have gone back gone out i went out to check my dream outside of my drive and it's fully empty now it's the flood it's the blockage is gone i was just ringing to say i don't think we need anyone to come out now [sys] sure you're the account holder or you a tenanted property [usr] sorry i can't hear you sorry [sys] sorry are you the account holder [usr] the householder [sys] you're the account holder ok what's the postal code of the property please [usr] it's [pii] [sys] i fill up about 20 [usr] two [pii] [sys] and the address please [usr] [pii] [sys] ok yep you go ok that's fine i'll get that job pencil for you sir [usr] thank you for that if if there's any other problem you can just ring back and get it sorted anyway can we [sys] that's right [usr] brilliant ok thank you [sys] ok no problem [usr] cheers [sys] thank [usr] mate [sys] you [usr] ta that bye [sys] bye bye [usr] bye

6Qualified 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 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 we record calls for quality and training purposes you've reach to diner my name is [pii] how can i help [usr] hi love i'm just i've got a leak behind my toilet i think there's nowhere the pipe the big waste pipe connects it's it's i've noticed that there's there was some water dripping from downstairs on near my near my front door and the walls damp [sys] yes [usr] and i always thought it was that and [sys] ok [usr] i've come home last night and there's water constantly dripping and when i've gone upstairs it's it's a leak behind the toilet it's been obviously leaking for a while but it's got worse [sys] ok [usr] i've had to shove a plastic cup under there just to catch the water well [sys] ok [usr] go on sorry [sys] do it now sorry sorry to interrupt you what i wanna ask you see the leak now it it will be one of two reasons is either there's an issue that's just causing a leak or is there a an actual blockage because sometimes when there's a blockage it puts pressure on that pipe that goes outside [usr] right [sys] in order for it to escape it will start to drip [usr] right [sys] you understand it a bit going down i need to know is it is it a leak or is it leaking because there's a blockage is there any blockage have you seen any sewage or any slow draining of the toilet to your to the best of your knowledge [usr] no no i've not seen any anything that no i think it's just the the actual the pipe what [sys] westpac [usr] fits what fits to the toilet it's leaking from under there the seal's gone [sys] ok ok what what is your postcode please [usr] it's [pii] [pii] no [sys] [pii] [usr] [pii] [pii] [sys] ok won't be a second bear with me a quick second [usr] it's a private rented as well i could the invoice would go to my landlord i've spoke to him about it he's asked me to get to call someone out [sys] is it is it is it your land that you if that's the case you have to get your landlord to call [usr] right ok [sys] if [usr] i'll [sys] he's in [usr] right i'll [sys] but [usr] do [sys] but [usr] that [sys] but [usr] then [sys] let me let me give you a number for him to call [usr] right [sys] just because [usr] i'll [sys] because [usr] just get [sys] this [usr] a pen [sys] will be the plumbing office [usr] right ok let me just grab a pen [sys] sure no problem [usr] because i wondered how it would work out because obviously i won't be paying for it it would be him i mean it [sys] if it if it's him then they won't talk to him [usr] it can it can be payment and stuff can be sorted out then as well rather than it going through a third party go on i'm ready [sys] it's [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] right and that's [sys] that's cute [usr] it's [pii] [sys] that's the local diner plumbing office because because that seems it's a plumbing issue based on what you explained [usr] right ok [sys] ok [usr] i shall i'll give him a ring [sys] get [usr] now [sys] him to call [usr] then [sys] them i'll get try and get get him to call them as soon as possible because it is a weekend and the local office will close at some point [usr] right ok i shall do that [sys] all [usr] now [sys] right [usr] thank you for [sys] no [usr] your help [sys] i should alright bye bye [usr] thanks bye

6Qualified 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] hi there [pii] it's just [pii] calling from story homes i rang and spoke to somebody yesterday just about a va t receipt and they were gonna email it over to me but it doesn't look i've received anything as yet [sys] no [usr] just [sys] problem [usr] wondered if [sys] could [usr] i could [sys] i give [usr] get that if [sys] you [usr] possible [sys] an email address to email in and request it it's just a data protection thing if that's all right [usr] of course [sys] you'd be looking to email into [pii] [usr] no that's no problem [sys] [pii] and that's all one word [pii] [usr] [pii] [sys] [pii] [usr] no [sys] fantastic [usr] problem that's great i'll do [sys] that [usr] that now i'll [sys] that [usr] just pop [sys] would be [usr] out [sys] great [usr] the address on [sys] and [usr] the subject [sys] we can get that sent [usr] you kind [sys] over [usr] of know [sys] to you that'd be great thank you thanks [usr] lovely [sys] bye [usr] thanks very much for your help bye now

6Qualified Lead

[sys] thank you for calling dino rod partners with british gas [usr] i paid that last friday i know [sys] please listen to the options [usr] it's [sys] carefully [usr] that's called the [sys] we can get [usr] innit [sys] you to the right [usr] it's a water [sys] team [usr] gully [sys] if you need any help with a drainage problem press [usr] that's [sys] one [usr] what we need to sort [sys] if [usr] it out [sys] you require our plumbing services press two [usr] it's going [sys] or [usr] slowly [sys] if you have an existing [usr] but [sys] home [usr] it looks [sys] care policy [usr] it's a somewhere [sys] it's [usr] else [sys] three [usr] they'll put a camera down and i put [sys] i'm sorry i didn't get anything 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 good afternoon you're through to speaking how can i help [usr] i'm i'm it's commercial property i'm just it looks we got a well we got a problem we got a block coat from going on the waste pipes outside of the drain we look at the we have we've just got the gully out we're just trying to shift it but it's backing up we need someone to come and expect it all see if we can do something about it [sys] ok that's fine i suppose [usr] i beg your pardon [sys] the postcode [usr] sorry [sys] of the address [usr] ii i do i don't know what's going on the phone today i can't hear a word you're saying i am i better off going online and doing this then [sys] i mean i can hear you i don't i don't know if you can hear me clearly you can do it online [usr] i can hear you i can hear you now i can [sys] that's [usr] hear [sys] fine [usr] you now i couldn't hear you a minute [sys] sorry [usr] ago sorry [sys] what [usr] right yes [sys] sorry what was the first code of the address [usr] it's gone now it's gone now i can't hear you at all sorry i'll have to i'll have to call back or something

6Qualified Lead

[sys] good morning [pii] [pii] speaking [usr] hello i saw a job on indeed i was just wondering if it's still the positions still there [sys] ok what was the job role for [usr] drainage engineer training [sys] bear with me a sec what area [usr] i [sys] are you sorry ok x bear with me one second find out if it's still available [usr] ok [sys] two moments hello hello there you're through [usr] hello [sys] to [pii] how can i help [usr] hello i was just wondering about the the job i saw in indeed it was drainage engineer in [pii] [sys] have you got experience have you mate [usr] no no [sys] have you got a cv [usr] no i did try and send it over [sys] it sometimes [usr] and indeed [sys] it gets [usr] but [sys] all it gets all plugged [usr] indeed [sys] up have you got a full [usr] it's a bit [sys] driving [usr] funny [sys] license [usr] innit [sys] to start with if i give you my [usr] yes [sys] email address [usr] i do [sys] mate if you wanna send me your cv and then we can go from there can't we it's [pii] [usr] yes that'll be two seconds [sys] [pii] [usr] it's is that [pii] [sys] [pii] [pii] right what was your name mate [usr] ok thank you very much [sys] [pii] [usr] it's [sys] alright [pii] [usr] [pii] [sys] i'll keep an eye out for it mate alright mate thank you bye bye [usr] all right thank you very much bye

6Qualified 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 [usr] would it be for plumbing or or existing home policy [sys] i'm sorry i didn't get anything 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] two or three [sys] 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] at how can i help [usr] how are you doing we've got our current policy number with you call up number sorry for an emergency plumbing i was just wondering what the estimated time might be for that [sys] well is it the home care co that you've got [usr] home care call [sys] right you need to speak to the home care department for this they're the ones that do the bookings and i can put you through to them if you're just hold the line for me [usr] please thank you [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 good afternoon you're through to british gas my name is [pii] can i confirm who i'm speaking to please [usr] sorry i think i got put through to the wrong to the wrong team [sys] hey what team is it you're looking for [usr] we we've got someone on the way out for a plumbing emergency issue and we're just trying to figure out what the estimated time of arrival for that would be [sys] ok no problem can i take the account number there for you with the postcode of the door number [usr] it's not through british gas i think the team member for the dial put through to the wrong wrong place we're not with british gas [sys] ok no problem [usr] sorry about that thank you [sys] that's alright take care

6Qualified 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 service 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] ohh blimey [sys] 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] it's a bit annoying isn't it [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year good morning welcome to dino you're speaking to [pii] how can i help you [usr] hello i've i've got a diner rod booked for this afternoon in [pii] i wondered [sys] yes [usr] if you knew roughly what time that would be [sys] apologies if it's the afternoon it would be between 12 and six with our with our engineer calling you when they're about 20 minutes away [usr] there's no way of knowing whether it's it because [sys] the [usr] i'm i'm traveling three hours to get down there to meet him and i just wonder [sys] right [usr] whether there was and i've also got a problem with the locksmith that i'm meeting at one o'clock i didn't know whether [sys] right [usr] if if there was any way i could do the two re reasonably close together [sys] i'm sorry that can i take a note of your postcode at home please [usr] it [sys] just i can have a look [usr] it's [pii] [sys] [pii] a couple of seconds [usr] thank [sys] please thank [usr] you [sys] you i'm sorry [usr] it's [sys] thank you just confirm the first line of the address thank you [usr] hart close [sys] if you watch thanks again let me just go and call the office if that's all [usr] bless [sys] right let [usr] you [sys] me [usr] thank [sys] see if they [usr] you [sys] can give [usr] thank [sys] me any [usr] you [sys] any [usr] much [sys] id [usr] thank you [sys] don't worry thank you [usr] traffic all or is it just somebody i know it love the five cost [sys] i'll just put you on hold for a couple of minutes thank [usr] that's fine [sys] you [usr] don't [sys] much [usr] worry [sys] thank [usr] thank [sys] you [usr] you [sys] ok [usr] god and that's just volume of traffic going through a co op but he's he's a co op now everybody in the co op no further down now it's not even looking that color cast [sys] it's all right thank you [usr] hello [sys] thanks very much indeed for hi thank you for your patience right i've just spoken to the office the the engineer is in and around the [pii] area what what what you could do is give him a ring and just say exactly what you told me that you're meeting a locksmith at one o'clock and they'll they'll get in there as close to one o'clock as they possibly can [usr] bless that's lovely what do you want me to ring him [sys] no no the engineer [usr] he [sys] will [usr] was [sys] call you [usr] ok [sys] the engineer will [usr] lovely [sys] ring you and let you [usr] ok lovely thanks ever much for your help thank you [sys] you're welcome thank you for your [usr] bye [sys] time take care [usr] bye [sys] bye bye

6Qualified 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 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 good morning you've reached dino my name is [pii] how can i help [usr] hello yes i'm just ringing to double check that i've got i should be on an 8 to 10 booking this morning if i give you my reference number [sys] on a weekend we don't usually give times for appointments i'm surprised you have the time there [usr] well it was an emergency [sys] can i take your [usr] it [sys] post [usr] it was an emergency last night and [sys] ok [usr] and they didn't bother coming it was changed [sys] ok can i take your postcode please [usr] yes it's [pii] [sys] first line of your address [usr] [pii] [sys] and your name [usr] [pii] [sys] ok let me see if i can find the appointment [usr] thank you [sys] is this a british gas appointment [usr] yes it is [sys] then i need to put you through to the british gas team one moment [usr] why do i need to go through the british bank [sys] because it's british gas appointment [usr] well it's not british case it's emergency repair that dia rods were gonna do [sys] i understand [usr] and they were supposed [sys] that [usr] to [sys] but [usr] come [sys] the [usr] out [sys] appointment has been made through british gas to make sure you get the cover [usr] no [sys] through [usr] i haven't [sys] the british [usr] done it for [sys] gas [usr] british [sys] policy [usr] cash i did it through dining rod that's who i've been speaking [sys] it [usr] to and the gentleman [sys] the [usr] supposed [sys] po [usr] to come out [sys] the appointment's with british gas today let me transfer [usr] no it's [sys] you [usr] not [sys] through [usr] with british gas it's with dining rods because they didn't turn up last night [sys] it is a it's still a british gas appointment now bear with me and i'll put you through [usr] for fuck's [sys] to british gas [usr] sake if i have to wait half an hour i'm gonna blow my top [sys] just transferring you now [usr] thank you much [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

6Qualified Lead

[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes [usr] of old [sys] 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 [usr] is it draining [sys] it's three [usr] or plumbing [sys] did [usr] just [sys] that [usr] go [sys] you [usr] and [sys] can [usr] let [sys] now book drainage services online or chat to our advisors online in a few easy clicks [usr] i use [sys] visit dino dot com for details [usr] just go and get your [sys] alternatively please hold and your call will be transferred to a customer service advisor [usr] but [sys] please hold good morning speaking how can i help [usr] hi there hoping you can i've got a bit of an emergency my toilets are the upstairs toilets are both blocked essentially i think it's in the pipe if we've had you guys out before and it's always been the drainage pipe that goes down to the back of the house but i moved house today i am desperate [sys] ok [usr] to see if i can get someone out urgently to come and have a look before we complete midday [sys] ok that's fine er residential property [usr] it is [sys] any cover with british [usr] no [sys] gas and what's the postcode of the address [usr] n n 45 d n [sys] cute what's the first line of [usr] 42 [sys] your address [usr] deer close [sys] thank you bear with me [usr] thank [sys] please [usr] you [sys] and your name sorry [usr] it's [pii] [sys] [pii] [usr] [pii] and the surname's [pii] ok goodbye ok all right go go go in your bedroom while there in one second put a disney t-shirt on me well done right [sys] what's the best contact number to pop down [usr] it's 74158 77172 [sys] ok and you said it was a block toner is it inside just a to have you got another toilet sorry you were able to use [usr] but but i mean my challenge is that if you can't come out in the next hour or then i'll have to try and find someone else cos i said i move house today i exchange on contracts i exchange of contracts i complete my house move today we've got boxes everywhere and we've got removal men coming at nine i am desperate to fix the toilet before we leave [sys] ohh right ok it won't be within the hour [usr] how quickly are you would you be able to get out [sys] we can't say it could be all day [usr] ok no that's ok then thanks

6Qualified Lead

[usr] is it a dra [sys] you [usr] but out [sys] know [usr] what is it a sewage [sys] 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 welcome to dino you're speaking to [pii] how can i help you [usr] hi i think i need someone to come out to we've got a blocked drain outside our house [sys] all right thank you it's a home is it your [usr] yes [sys] home address [usr] at home [sys] thank thank you can i ask you if you have any home care cover with british cat at all [usr] no [sys] no thank you and if i can take a note of your postcode please [usr] [pii] [pii] [sys] thank you very much a couple of seconds thank you again [usr] thank you [sys] what's the first line of the address [usr] [pii] [sys] please bye thank you again [pii] sorry sorry [pii] [pii] you said yes thank you thank you for your patience can i take a note of your name please if that's ok [usr] it's [pii] [sys] and your surname if you [usr] [pii] [sys] don't mind [pii] ok and the best telephone number for our engineer to be calling when they're on the way [usr] it's this [pii] [pii] [sys] thank you [usr] [pii] [sys] thank you very much indeed thank you is there any sewage spilling outside the property [usr] sewage what sorry [sys] is there any sewage coming up [usr] is [sys] either [usr] it sewage [sys] outside the property or inside [usr] it's [sys] the property [usr] a i think it's a sewage drain [sys] right thank you [usr] it needs unblocking i think it [sys] no that that's fine i'm only asking because if it's if you've got sewage which is spilling out anywhere or the blockage is taking out your toilet and you've no workable toilets i know we class that as being an emergency if not it wouldn't be an emergency we just have to see check next available [usr] ok [sys] and enjoy [usr] it's it's at the top i think if we use the toilet anymore it will come over we [sys] right [usr] haven't got water [sys] right [usr] pressure either if that helps [sys] no that's no we'll we'll we'll treat it as a treat an emergency for [usr] ok [sys] you thank you just to let sorry sorry can i just ask if you have an email address i can take a note of please [usr] it's [pii] [pii] [pii] [pii] [sys] thank you thank you just to let there's no call out charge but the co the the sorry the cost of a routine unblocking today will be 202 £137 inclusive of va t [usr] £237 [sys] inclusive of va t [usr] inclusive [sys] it's 237 [usr] of va t [sys] yes [usr] ok [sys] yes [usr] ok that's fine hello hello hello

6Qualified Lead

[sys] good morning dana plumbing [usr] good morning it's [pii] here i've got a contract with you with the british gas but this is just a wee domestic issue and i was wondering if you could help me i just noticed it was my my shower the the pump it's not working and there's water can i spilled it i'm thinking i'm needing a new pump do you [sys] all [usr] do that [sys] right [usr] service did you do [sys] we do that work chargeable the problem i've got is i don't know when i can get something out to you because at the moment we're really quite full what's your postcode i'll have a wee look [usr] ml one m for michael l for lima 14 x for tango x for xt for tango [sys] [pii] [usr] i know it's a lo a local guy as i say i'm with you with british gas and i've had [sys] huh [usr] good service and i know a guy stays i'm in town there's a guy up the road i know he's came a couple of times i've been first on the list because he always kids me on you you because i'm handy [sys] aye that'll be [pii] [usr] aye that's right i remember [sys] aye [usr] the name [sys] aye aye he's off until monday i thought i think he's back it would be monday before i could get somebody out to you [usr] on monday god i was going to get it before then because with the water i'm just wondering what's up maybe [sys] aye [usr] maybe [sys] well [usr] it's [sys] it's [usr] been [sys] closing [usr] leaking [sys] it [usr] maybe it's been leaking before it's ready to ready to pack in ok [sys] aye [usr] then [sys] unfortunately aye [usr] monday [sys] we're we're full to see [pii] off and the other [usr] great [sys] guys are are totally [usr] you're on monday [sys] full until then [usr] ok thanks a lot [sys] right no bother [usr] bye [sys] bye [usr] bye

6Qualified Lead

[sys] thank you for calling dino rod partnered with british gas we record calls for quality and training purposes [usr] but [sys] morning british gas my name is veoh how can i help [usr] good morning we just called about 40 minutes ago or a drain blockage in [pii] we down the road we do and we would to cancel it because we managed to unblock the train [sys] what's the postcode please [usr] and then [pii] [pii] [sys] [pii] for golf [usr] yes [pii] it's the [pii] from [pii] [sys] the first line of address please [usr] is it the taste original is a food [sys] ok [usr] factory [sys] your name please [usr] my name is [pii] [sys] and you are a manager [usr] the manager [sys] are you [usr] my manager [sys] ok cancel the appointment down for you ok [usr] because i've [sys] bear with me [usr] talked to ok i've talked to the guy who's supposed to come here because he called me and i've canceled with him on the phone but i just wanted to make sure we've done the right thing and that's why we call you back he said [sys] that's [usr] he will [sys] fine [usr] cancel [sys] i'll [usr] for us but i just want to double double call [sys] ok just a moment let me just do it for you when did you speak to an engineer [usr] i did talk to your guys maybe about 25 minutes ago something that [sys] bear with me ok [usr] i have his phone number where he call me if you want [sys] no [usr] to [sys] that's [usr] help [sys] fine no problem what's the what's the name how do you say her name again sorry [pii] [usr] it's [pii] [pii] my surname [sys] and then [usr] [pii] [pii] [sys] [pii] [usr] [pii] [pii] yes [pii] [sys] ok that's fine no problem i'll cancel it down for you ok thank you very much for letting us [usr] thank [sys] know thank [usr] you [sys] you [usr] thank you bye bye bye bye [sys] bye [usr] excuse me can i have a a message of confirmation of cancellation please if possible [sys] you won't get any message you won't get any confirmation it's all done [usr] i don't i [sys] ok [usr] i'm not gonna have it no [sys] no you want that confirmation [usr] ok [sys] now [usr] all right ok thank you bye bye [sys] thank you bye bye

6Qualified 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 [usr] you what [sys] i'm sorry i 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] ok ok [sys] good afternoon you're through to [pii] speaking how can i help [usr] hi [pii] my name's [pii] i'm calling from northwood estate agents i'm just calling just to find out if you guys have been to a property of ours recently [sys] ok what's the postcode [usr] postcode is [pii] and it's [pii] sir [pii] [sys] and what was the inquiry sorry [usr] just to find out if you guys have been there within the past three months at all [sys] ok and where are you calling from [usr] ashford estate at nord estate agent sorry in [pii] [sys] yes bear with me let me pop you through afternoon [pii] [usr] hi there my name's [pii] i'm calling from northwood estate agent i'm just calling to find out if you guys have been to one of our managed properties within the last three months hello [sys] bear with me sorry i'm just [usr] i ask [sys] going to [usr] if [sys] wake up ok what was the postcode please [usr] it's [pii] and it's [pii] [sys] do do do do yes we have [usr] was that around october time september [sys] fourth [usr] time [sys] of october [usr] ok what was the issue there because lieutenant reported blocked toilet and they reported an issue again but i didn't find out what the issue was initially [sys] rod to clear first floor toilet unknown blockage flow restored toilet is not secured to the floor we'd recommend it be secured [usr] ok there was there was a blockage somewhere down the line ok d do what it was was it just an unknown [sys] it just is [usr] blockage [sys] unknown it's probably too much paper over the fault unless there's something down there [usr] ok but you wouldn't have said it was structure or anything [sys] no [usr] that no ok no worries thank you very much [sys] you're [usr] for [sys] more [usr] your time [sys] than welcome [usr] all [sys] cheers [usr] right thank [sys] bye [usr] you bye [sys] bye

6Qualified 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 thank you for calling your call will be answered by the next available representative i know plu speaking how can i help [usr] i've got a a couple of things that i'd to get done in terms of plumbing and drainage am i the right people [sys] you need to go through to [pii] i can get you the number bear with me a second give me two seconds what's the postcode please [usr] [pii] [sys] [pii] [pii] ok [pii] [pii] er it's not coming up on my side rh [pii] [usr] it's it's [pii] [sys] [pii] bear with [usr] i've [sys] me [usr] got a gas i've got a gas engineer coming this or this morning sometime [sys] do you have are you having the gas engineer coming through british gas [usr] that's [sys] and [usr] right [sys] do you have a home care policy with them or you've just [usr] yes i do [sys] do you have plumbing and drainage or just [usr] no i don't have that [sys] you [usr] cover [sys] don't have that cover ok no problem the number you can call is [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] and then you need dino [usr] right [sys] rod [usr] right ok road ok and can you tell me what what the cost of the home care to cover the is that something i need to ask [sys] you'll need to ask british [usr] really [sys] gas [usr] quick [sys] unfortunately [usr] okey dokey [sys] ok [usr] right ok and they'll do it they'll they'll sort me out will [sys] yes [usr] they ok thank you very much indeed [sys] no problem you have a lovely day [usr] thank [sys] bye [usr] you very much cheer

6Qualified Lead

[sys] thank you for going 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 the 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 hello you're speaking to [pii] at data on demand how may i help [usr] good morning my name is mister [pii] [pii] i've got a problem in the bathroom that it it started with the toilet the water was rising when it was flushed and didn't go down it did go down eventually but very very slowly [sys] right [usr] it it's no back filling and it's coming up in the in in in the shower drain [sys] all right ok well do you have any british gas home care cover for plumbing [usr] i i [sys] and [usr] don't [sys] trains [usr] know [sys] no right well we charge 100 and £80 inclusive of va t to clear a standard blockage assuming there's no damage to the drains if that's ok [usr] no i i'll leave it thanks ok [sys] no problem thank you

6Qualified 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] hello [pii] i had your chaps out earlier this week to identify where [sys] huh [usr] the blockage is but we didn't make any arrangement for anyone to come and deal with [sys] right what's your postcode please [usr] [pii] [sys] was that [pii] sorry it is right [usr] it [sys] bear with [usr] it is [sys] me a second [usr] indeed [sys] let me have a look for you [usr] thank you in fact we had one of your chats out before but he came to dig but didn't know where to [sys] all [usr] dig cos [sys] right [usr] it [sys] ok [usr] hadn't been marked [sys] can i have your name please and your address [usr] i'm [sys] right [usr] [pii] [sys] let me [usr] link which [sys] that's lovely [usr] avenue [sys] thank you [usr] possible [sys] right let me have a look for you see if i can find out what's going on [usr] right it's under the the scottish gas home gear [sys] i can see that it's under your home [usr] i haven't [sys] care [usr] got i may have rung rung the wrong number [sys] no [usr] and [sys] that's [usr] just got [sys] fine [usr] a number [sys] no it's [usr] off the [sys] it's [usr] web [sys] it's definitely [usr] it's not [sys] us [usr] the number you you you guys have phoned me from [sys] right let me [usr] but either clear out numbers [sys] we can see it does need an excavation right the manager that deals with that he is looking at excavations we've got a wee pile of excavations he's looking at dates at the moment can i take your number and i'll give you i'll he's not in the office just now but i'll give a wee phone back once i get a date from him [usr] that's fine absolutely fine can you see the number [sys] yes i can bear with me a wee 2nd [pii] [usr] [pii] [sys] [pii] right ok i'll see if i can find out and i'll give you a wee call back this afternoon [usr] right i fine i mean i phone my number six times a day i know it off my heart aye [sys] i [usr] right [sys] don't know mine either there we go that that's fine but i'll certainly give [usr] great [sys] you a wee call back once [usr] thanks [sys] i can find [usr] for [sys] out [usr] your [sys] some [usr] help [sys] information for you [usr] i'm just looking i'm just [sys] bye [usr] looking at my calendar for next week and there isn't [sys] right [usr] any day [sys] that's [usr] that [sys] lovely [usr] it couldn't be [sys] ok i'll give you a wee phone back then thank you [usr] thank [sys] thanks [usr] you [sys] bye [usr] thanks [sys] bye [usr] for your help bye bye

6Qualified Lead

[usr] i just think she broke [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 we record calls for quality and training purposes [usr] but they were supposed to call us back after the murder it was [sys] good morning you're through to [pii] at british class how can i help [usr] hiya we're waiting on a call back from you guys to book us in for an emergency i appreciate obviously it was cutting out et cetera but we we still haven't had a call back our main is the garden you stop saying at first [sys] the main's pipe [usr] the main part first the job's been approved by british gas for you guys to cover and we're just still waiting on a call back it's been i'm pretty sure it's a week now as it's thursday [sys] do you have the home care reference number there at all [usr] hm as in my british gas hunter reference 01 2nd let me go on my app i should be able to get it [sys] perfect [usr] go on one second and he's on the phone princess trying to find it [sys] that's ok what's the postcode there [usr] it's br three [sys] yup [usr] [pii] [sys] perfect and the first line of the address [usr] [pii] [sys] thank you much and could you just confirm your name for me [usr] [pii] [sys] perfect i'm just gonna have a look at the notes here [usr] thanks [sys] perfect i'm just going to chase this up are you ok to hold the line for me [usr] please thank you [sys] thank you i'll be as quick as i can [usr] thanks [sys] thank you [usr] thank you thanks in december though you were gonna go out though you can have the c in the chair good bye go ahead 5556 sorry the no i'll leave you a text [pii] cos i'm not ripping coming off this call to no signal we're gonna hit the curb you're not getting a a bro now i put on these i move over they hunt the bus in the car when

6Qualified 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 a 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 good afternoon you through to speaking how can i help [usr] hi mate we've got it seems to be the er a blockage in my drains we had the washing machine on last night and it's for some reason started backing up out the downstairs toilet [sys] and what's your post code there [usr] aye i was just wondering if there's any available to have a look it's g7 two eight l h lima hotel [sys] just give me a second get through to the diamond be a moment thank you ok [usr] cheers [sys] ok ok i'll be a moment [pii] please listen to all of the following [usr] that's [sys] four [usr] fine [sys] options before making your selection please press option one for plumbing issues please press option two for drainage issues please press good afternoon [pii] speaking [usr] hi how you doing i just get transferred through for somebody else it's we seem to have that [sys] ok [usr] block [sys] do [usr] drains [sys] you have british [usr] i think [sys] gas home care cover [usr] with the washing machine on last night we've just moved into a new house put the washing machine on for the first [sys] what's [usr] time and [sys] your postcode [usr] it started [sys] please [usr] pouring water at the downstairs toilet no [sys] it help [usr] don't [sys] me [usr] no [sys] bear with me a second [usr] it's g7 two eight l h lima hotel [sys] right i don't have any availability for today i'm afraid it would probably at this point in time be tomorrow ok sorry about that ok thank you [usr] right [sys] thanks [usr] ok [sys] bye [usr] no it's [sys] bye [usr] it's it's sorry then i'll i'll try somewhere else cos we've got no toilet facilities in it right no you're alright thank you anyway cheers bye bye

6Qualified Lead

[sys] thank you for calling dino rod [usr] you have a call [sys] but [usr] from [sys] with [usr] a deaf [sys] british [usr] or [sys] gas [usr] speech impaired person [sys] please [usr] please [sys] listen [usr] wait [sys] to [usr] for [sys] the options [usr] a relay [sys] carefully [usr] assistant to join [sys] we [usr] your [sys] can get [usr] call [sys] you to the right [usr] or [sys] team [usr] open [sys] if [usr] app [sys] you need [usr] or text [sys] any help [usr] phone [sys] with a drainage [usr] to type [sys] problem [usr] your conversation [sys] press one if you require [usr] waiting [sys] our plumbing [usr] for [sys] services [usr] a free relay [sys] press [usr] assistant [sys] two or if you have an existing home care policy it's three [usr] thanks [sys] i'm sorry i didn't [usr] voice [sys] get [usr] and [sys] anything 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 good afternoon is [pii] speaking how can i help [usr] hello this is really [pii] you have a caller [sys] hello [usr] on the line today may be hello this is really [pii] you have a caller on the line today who [sys] yes [usr] may be deaf and or speech impaired i am just [sys] ok [usr] operator who will help to the call but we can i just take your name again please i'll let the call and know that answered [sys] of course my name's [pii] [usr] [pii] thank you [pii] i'm just letting them know that you are on [sys] thanks [usr] the line ok we'll just wait for the response [sys] ok thank [usr] thank [sys] you [usr] you they'll just take me through at the moment just let them take through a bit and then i will pass [sys] ok [usr] it over [sys] thank you [usr] they are saying hello hello i have a problem in my house the toilet [sys] right [usr] and shower just waiting for the coming through are blocked i'm drained blocked drains go ahead [sys] right and and drains are blocked ok basic ca can i ask then does the caller have home care cover for british gas or and is it a domestic property i assume [usr] home care cover or british gas and [sys] with with which [usr] it [sys] is gas i've got to check that it's it's not covered already [usr] i've got to do you have home care cover or british gas and is that what was after that [sys] just home care cover with british gas i just wanna make sure there's not a existing policy for plumbing and drains just to make before i confirm any booking thanks [usr] just want to make sure that there is an existing policy [sys] yes [usr] thank you i'll just take that over i'm just waiting for a response [sys] thanks and if you have do you have the postcode by any chance rather than [usr] i can ask him for that i'll just wait for [sys] thanks [usr] they take [sys] of course [usr] them back through the moment it's [sys] thank you [usr] my own house it's my own house go ahead [sys] ok if i can ask for the postcode please [usr] if i can full response [sys] thank you [usr] is papa echo 78 quebec whiskey [sys] that whiskey thank you [usr] thank you [sys] what i'm going to do now is just check that we have cover in the in in that area it should be fine i just wanna double check first [usr] yep [sys] of all it was just hang and i i can confirm we do have cover i can go ahead and set up a booking if that's ok [usr] confirm we do have cover i it's just that i have to type over everything that you're saying for [sys] i understand [usr] i can go ahead and arrange a booking with that [sys] yes and if i can ask for the first line of the address please [usr] yep [sys] as [usr] i ask [sys] well [usr] for the first line of address please [sys] thank you [usr] thank you it's [pii] [sys] [pii] ok i'm just gonna set this up on my system number 43 [usr] i'm sorry they have disconnected i don't [sys] it's disconnected [usr] know if maybe they i don't know if maybe they've lost signal or whatever but they should call you back ok [sys] ok [usr] i thank thank you very much for your time today [sys] all [usr] anyway [sys] right [usr] ok [sys] no problem at all all [usr] thank [sys] the best thanks [usr] you take [sys] bye [usr] care bye-bye [sys] bye

6Qualified 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 [usr] do you want to talk then [sys] i speaking to how can i help [usr] hi we had a a booking for you people we're supposed to be coming here between one and six today and [sys] ok [usr] we waited all day and suddenly about half an hour ago or someone phoned and said no they're canceling because you've got an emergency please cancel our call we've called someone else instead [sys] right i'm sorry to hear that what's the postcode please [usr] plh [pii] [sys] [pii] and the first line of the address please [usr] [pii] [sys] what was the postcode [pii] [usr] plh [sys] probably [pii] right i've got it and your name please [usr] it's [pii] [sys] all right i'm sorry about that but i'll get it canceled anyway [usr] thank you very much bye [sys] take care bye bye now bye bye

6Qualified Lead

[sys] good morning [pii] how can i help you [usr] hi there i'm trying to get a a repair to a a leaking outdoor pipe that's attached to a tap at a site in [pii] i just wondered if somebody can assist us with a quotation [sys] ok what's the postcode [usr] it is bear with me one moment i've just lost the i've just i just lost my link bear with me a sec [sys] that's right [usr] [pii] 10 two dl [sys] to [pii] [usr] delta [pii] yes [sys] i can't see any job on the system is a whiskey romeo turn two d for delta l for lima [usr] yes [sys] ok no it's a it's a plumbing or drainage issue [usr] it's we've got a we've got a a unit out at a industrial estate in [pii] that's got a linking outdoor tap [sys] there's a plumbing issue if you got the water leak it's a plumbing one but we've got no job [usr] no you haven't [sys] one [usr] a job [sys] hour [usr] i'm trying to get a quote [sys] we still have to write a job and send an engineer ok that's absolutely fine i will tell you a call now one second [usr] thank [sys] please [usr] you that was odd wasn't it the though kept telling me if she hasn't got a job on the system or well the new inquirer [sys] good morning you're through to [pii] how can i help [usr] hi there [pii] i'm looking to get a a quotation for a an urgent fix on a leaking outdoor pipe at a commercial property in [pii] [pii] [sys] ok we've been to you before or [usr] no [sys] would [usr] you've [sys] this [usr] no i i [sys] be [usr] think [sys] ok [usr] it's new i don't think you've ever been to us before i [sys] ok [usr] definitely haven't sent you [sys] it's a leak on an external pipe did you say [usr] there's an external upstanding pipe on the yard it's got an old tap attached to it and the it looks the pipe is corroded and it's leaking but unfortunately when you turn off the water to the site the water to that pipe doesn't go off [sys] right ok [usr] i'd rather be honest with people at the beginning [sys] definitely i share that as well the likelihood of us getting to this side of christmas is very slim [usr] ok we've [sys] it [usr] got [sys] could [usr] somebody [sys] be into [usr] who can come [sys] the [usr] to [sys] new [usr] us the [sys] year [usr] ne we've got someone who can come in the new year but it's gotten it's gotten a bit worse overnight my boss is looking for somebody this side of christmas i understand [sys] it's pretty mad at the moment let me see what the likelihood of that [usr] that's ok [sys] being is it's the is it the pipe or is it the tap that's corroded [usr] i [sys] or [usr] think [sys] is it both [usr] it's i think it's the pipe leading up to the top to be honest it's not in a it's not in a very good state i mean we do have photos but i'm not on site unfortunately i'm quite a quite a number of miles away at our head office but it it it does look i think the pipe corroded some somebody can come in the new year and they can put a self tapping fix in because it'll be a live one but unfortunately yourselves that company completely flat out until the new year and my boss is just getting worried because apparently it's gotten a bit worse overnight [sys] alright let me just speak to somebody else [usr] ok [sys] here in the office to see [usr] that's [sys] if [usr] ok [sys] it could [usr] thank [sys] be done [usr] you [sys] i'm not sure it can but bear with me two secs [usr] that's fine no problem well if diner rods can't go before christmas that [sys] hello really sorry to keep you [usr] that's no problem at all [sys] just double checked we're not gonna get you this side of christmas unfortunately it's gonna be new year before we can get around to it i'm afraid [usr] no no i totally understand thank you for checking for me anyway i really [sys] all [usr] appreciate [sys] right [usr] it [sys] not a problem [usr] then [sys] take [usr] thanks [sys] care bye [usr] bye [sys] bye [usr] bye

6Qualified 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 we record calls for quality and training purposes hi you're through to how can i help [usr] yes hello i'd to book a a plumber please [sys] what's the issue [usr] er it's er two the bathroom the bathroom er or the the ensuite sink is still is still draining water but it's draining it very slowly there's obviously a blockage in it [sys] were you able to use the toilets in the property [usr] yes [sys] is this regarding a domestic property or a commercial [usr] it's domestic [sys] do you have british gas home care cover for your plumbing and drains [usr] no no [sys] no [usr] we don't [sys] ok can i take the postcode please [usr] yes just i just just mention there's 22 issues the other is er with the shower which again is it it is draining but it's draining er more and more slowly [sys] fine can i take the postcode please [usr] yes it's [pii] [pii] [sys] we've got [pii] [usr] that's right [sys] unfortunately the local dining office in your area which are called scan they aren't taking any on demand appointments until further notice i won't be able to put it in for you unfortunately [usr] right and [sys] no [usr] you don't [sys] the [usr] have [sys] only [usr] an alternative [sys] other thing that i can recommend is having a look on google great thank [usr] right [sys] you for calling [usr] ok [sys] in take care bye [usr] all right well [sys] bye [usr] thank you very much thank you bye bye

6Qualified 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 any 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 ss expert repair service offering fast professional solutions to building maintenance problems [usr] thanks [sys] 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 whatever your problem or sit through to british gas police speaking how can i help [usr] hi there i'm just wondering how much it is i've got a train that's blocked i'm the director of mp s i'm just we we need to carry out a repair but someone's cracked a soil pipe er going to a septic tank we're gonna be doing the repair work because we we are liable for that but we need the obviously the backing backing up obviously all sucked out i'm just wondering how much is that and the availability to do [sys] did you say there's a septic tank involved [usr] er it's not a septic tank what needs empty that's been emptied that's the other side of the break we need from the brake back cos it's backfilled it's just a great [sys] it's just a blockage are you saying sorry because you were mentioning other work as well is it you just [usr] it's [sys] want [usr] it [sys] dino for a blockage [usr] it's a blockage what needs sucked out er and tuck away [sys] as in through a tanker [usr] cos cos cos what [sys] or [usr] what's [sys] is [usr] gonna [sys] it just [usr] happen [sys] a [usr] it needs it needs sucked out and tuck away because it's back filled and there's a crack in the pipe er there's a break in the [sys] right [usr] the digger driver hit their brake all [sys] what's [usr] the [sys] what sorry what's the postcode of where you need us to go and [usr] er [sys] i'll put you through to that local office [usr] it's it's in hayden bridge just it's i don't have the postcode at hand it's it's a new s hayden bridge [sys] it's we've got different offices for different areas you see we would need the post code we can find out which office it was [usr] er it's any 46 any 46 it starts with [sys] and [pii] that should do that should climb or something ok what i'll do is i'll put you through to the local office but i'll give you their number as well [usr] right [sys] it's [pii] [pii] [usr] [pii] [sys] [pii] [usr] right no problem [sys] ok but i'll put you through now [usr] thank you hello [sys] hello [usr] hi there [sys] hello how [usr] hello [sys] hi hello [usr] huh [sys] it's how may i help you [usr] hi you there what it is i'm the director of mp s contractors we've been doing a job er the last few months and one of the lads has hit a soil pipe er with the digger and it's backed up which we haven't known about [sys] right [usr] what i need is one of the drains needs sucked out where it's backfilled we can carry [sys] right [usr] the repair [sys] ok could you hold the line please thank you please continue to hold we appreciate your patience please continue to hold we appreciate your patience hello i'm just gonna transfer you to one of our managers bear with me [usr] thank you [sys] thank you hi [pii] speaking [usr] hi sorry to bother you [sys] no problem [usr] what it is i'm the director of mp s contractors we we do [sys] -huh [usr] a lot of work in [pii] and what what i need one of the lads has hit a er a soil pipe going to a septic [sys] -huh [usr] tank he's [sys] right [usr] had a monkey drain company round and then what he's done is put some jetter down to try and block it he hasn't bothered putting cameras down to see what the initial thing is and he's trying to charge me and bill me for that which is not a problem we're happy to pay if obviously it's our fault which it is it's it's break they've had the septic tank empties on the left hand side of the brake on the right hand side of the break it's obviously backed up and then he's saying look we need this i said we need this emptied before we start any repair work [sys] -huh [usr] just want to know if you if you if he's what prices you charge to come out and obviously suck all the extra men out where it's back film we can carry out the repair on the brake [sys] right you're looking for a tank cut to remove the waste is [usr] from [sys] that it at the moment [usr] and then all we need to do then is carry out the repair [sys] and that's something that you can do is it [usr] absolutely [sys] that's no problem what area is this in sorry what's your name [usr] er [pii] [sys] [pii] i'm [pii] by the way [pii] [usr] [pii] [sys] right right what area is this work in [usr] [pii] er [sys] hayden bridge [usr] i don't [sys] right [usr] have the postcode to hand but obviously i can confirm all that once [sys] that's all right that's not a problem what i wanna do is can i take your number [pii] i'm gonna make some inquiries to see what tanks i've got available near there how urgent does this work for you [pii] [usr] well what i was gonna do i need to see costs as well to see [sys] of course [usr] how much it's gonna be because obviously i'm liable for all this now and [sys] you [usr] and [sys] what [usr] he's [sys] sorry [usr] done i'm liable [sys] you're liable [usr] and what he's done honestly got the customer instead of just phoning us directly he's left it and left it er he's had a monkey company out doing here [pii] from hexham er [sys] right [usr] and and then he said he wanted £370 to put some of rods down a drain to find out it it's blocked he hasn't put any cameras down or give us any survey report my insurance company are now saying to me well hold on a minute we need we need a copy of the survey report to see what what it is and then i phoned [sys] of course [usr] the owner of that company and and he's just a monkey going round [sys] nice [usr] with brain rods and i'm just no i said it doesn't work that and then the customer's saying to me well what are you gonna do and i said well he if he's put jets down your soil's gonna be contaminated now you need it sucked out in order for us to co con do the repair work efficiently [sys] is the septic tank still fall [usr] no he said he's had it emptied and it won't need done cos i said to him why don't we see if we can get a tank around you pay the charge to get your septic tank emptied anyway cos it's it's linked to three properties er and i said look [sys] right [usr] you pay the charge back cos it'll need done anyway er that what they have to do and i said we can ask the ta if we can pay an additional charge to suck the er drain out where it needs to be and he was well it's been done it doesn't need done for a few years now i'm in a position now where i just want er the drain sucked out and then we carry out the repair and then obviously we can get it jetted through [sys] we we we'd have to suck it from the upstream man hall obviously cos the tank's empty i take it we don't know the the quantities that you're going to be asking to move because it depends on the the volume that we remove would dictate the cost [usr] right [sys] what i do what i can tell you now it's gonna cost around about 5 to £600 to have that manhole empty via a tanker [usr] right £600 to empty the manhole [sys] well i think i might be able to do that a bit cheaper that's why i need to make a few phone calls cos i've got a subcontractor who might be able to serve you today or tomorrow [usr] right [sys] er [usr] well that [sys] cos [usr] that'll be [sys] you'd [usr] good [sys] be waiting i've got a large vacuum tanker available but i think that would be too big for that it would be too pricey [usr] to [sys] for what you want [usr] to [sys] if [usr] to [sys] it [usr] to [sys] was [usr] to [sys] the whole septic tank but [usr] to be honest [sys] with [usr] graham i think [sys] a large [usr] it'll probably be probably about 22 cubic meters off [sys] is that [usr] the [sys] all [usr] top of my head but because what what i'm thinking right it's it's the the the soil pipe is about 15 15 m back what's blocked from the brick and then the manhole er which [sys] right [usr] which come up to the top it's one manhole and then 15 m of pipe [sys] the train now you won't be able to get all of the waste from out of the pipe are [usr] no [sys] you you're [usr] no [sys] aware of that aren't you you will get most of it but you won't get the stuff downstream from the man or you can get a couple of meters in maybe with the vacuum with a vacuum hose but you won't get it all out and then you need to time this you're gonna be doing the dig or prepping ready cos obviously people are still gonna be using the toilet if it's linked to three properties and it'll [usr] that's [sys] fill [usr] what [sys] up surprisingly [usr] i mean [sys] quicker [usr] we we we are expecting some don't get me wrong that's that's inevitable but what i don't want i don't cos obviously if i hire a digger to go around and dig it up initially i don't want the full lock coming down and then has to be done for a contaminated waste he he he he is fully aware that it is gonna be some contamination which is inevitable [sys] how [usr] but [sys] deep how deep is this pipe [usr] i think it's about 600 [sys] right we could do that in half a day we could have that excavated and put back together probably within that day er [usr] to be [sys] right [usr] to be honest [sys] but [usr] graham [sys] you're [usr] it's [sys] doing [usr] absolutely [sys] that yourself [usr] nothing [sys] you you're you you can do it i mean at 600 deep you wouldn't need a digger [usr] i the thing is that he's put we we we we installed some french trains you see and what he's done is he's [sys] you [usr] dug a bond where the brake is down and put bloody massive er rocks in it [sys] one [usr] even it it's a fucking nightmare ho honestly i don't [sys] me [usr] even though if you if you would be happy to do the full works the full works it's it just needs dug er and connected [sys] of course 600 down [usr] and then [sys] how how soon does he did how soon would you want that done because i don't have any availability this week i'm fully booked now [usr] well i'll tell you what it saved me a hell of a lot of hassle if i could meet one of the lads there and they were happy to do the work we supply and i just paid the bill that that's what [sys] right [usr] i want [sys] what [usr] and then [sys] i need [usr] the [sys] give me your number first i need to find out what time is available and when what's your direct number please [pii] [usr] it's 7391 [sys] [pii] [usr] sorry 7391 [sys] sorry [pii] [usr] 669 [sys] [pii] [usr] 529 [sys] [pii] [usr] we know exactly [sys] right [usr] where the brake is we know exactly what size [sys] have [usr] pipe [sys] you got any photos [usr] er i don't but [sys] no [usr] i what [sys] that's [usr] i [sys] fine [usr] could do i could meet obviously yourself or someone there and just say this is exactly where we dug up this is exactly where the brake is gonna be and this is exactly what to do and and i've even got an off cut of the pipe which believe it or not was in the debris er we know exactly what size pipe you're dealing with it just needs sucked out repaired and put back the the er put back down whether or not the [sys] right [usr] are willing to do it by hand or not or hire a little digger i [sys] well [usr] or [sys] 600 [usr] or i could [sys] people i wouldn't be hiring a machine [usr] right no bother [sys] i [usr] you've [sys] to me [usr] probably [sys] that i [usr] got [sys] wouldn't [usr] stronger [sys] be hiring [usr] lads [sys] a machine [usr] than me [sys] it's what we do [usr] right [sys] to it it we've got i've got a dedicated i've got in fact i've got two dedicated repair teams er i've got dedicated training engineers and dedicated c c t engineers you got a professional at each step of the way that's the theory and it works it works for us it has [usr] brilliant [sys] done for over 40 years [usr] well what i'll do [sys] let [usr] graham is [sys] me make some inquiry [usr] that's brilliant give us a ring back and let us know [sys] i'm [usr] and [sys] gonna [usr] i [sys] ring [usr] say [sys] you back [usr] what [sys] in [usr] i'll [sys] the next [usr] do [sys] half hour [usr] i think the pipe what size i can't i can't what size pipe did they come in would you say the soil pipe it's quite a you you would need [sys] it [usr] two [sys] it [usr] connectors [sys] the domestic pipe from septic tanks i wouldn't i would expect them to be run over 100 mil four inch or 1 50 mil six inch no more than that [usr] i think it's about six inch i think it's a six inch one and then two [sys] yes [usr] connectors either side er and [sys] just one [usr] and then fully jetted out once completed [sys] and the cctv service part of what we do for repairs [usr] brilliant [sys] nice [usr] and then obviously i'd need all that evidence as well as completion [sys] of course [usr] just to say it's been done as i say graham i'm willing to pay [sys] ok [usr] cash if er if we can get the costs down cos i [sys] well [usr] i'm [sys] let's [usr] liable [sys] see let's [usr] for [sys] see [usr] this [sys] what i can do for you i've gotta make some calls what i'm gonna do is i'm gonna ring you from my mobile david right you'll see that it'll be in the next 30 minutes if i can't get a hold of him i'll give you a courtesy call anyway cos obviously the lads are out in the field and i'll see what what what i can put in place for you [usr] anything sorry as well is there anything you help me on i advise me on a health and safety standpoint in order not to pay [sys] definitely [usr] that other guy cos cos [sys] i [usr] what [sys] know [usr] he's done [sys] what you [usr] he's [sys] mean [usr] just [sys] i know [usr] he [sys] it [usr] he [sys] but [usr] he's tied to shaft us with with the prices with a price to er it's gonna be 400 se 7 £370 when he's just done that and i'm just well hold on a minute you you you've you've provided us with nothing what i mean it's [sys] well [usr] i'm just in a position [sys] you [usr] at the moment [sys] you you've [usr] where [sys] got the strongest position where you're you you i take it you haven't have you paid him anything [usr] no no absolutely not no [sys] no what you need to do is you need to work out what you think is worth was and i know you you could say nothing at this time but somebody has to have something for something if what i mean and and what we would deal with is when i get a complaint which is rare thank god is is say to the customer the the people who were sending out you were highly trained the vehicles are £100,000 [usr] exactly [sys] for the equipment that they cashed on and the cameras jettas the training that these lads have to go through the tickets we have to provide [usr] exactly [sys] now if he he should have them as well and he and his company should have them and [usr] he'll have nothing mate he'll have nothing that's why i phoned it it's it's [sys] shit [usr] a pain in the arse you get these monkeys coming round ruining the industry for everyone don't get us wrong i work [sys] no of course [usr] in construction [sys] i do no [usr] myself [sys] no i understand [usr] everyone wants paid do what i mean everyone needs [sys] exactly [usr] paid but i've never i've never ripped anyone up in my life but this at the minute the position is put me in the customer and then what he's done it's it's just been flyer and it's it's just not on if you [sys] it's [usr] can get [sys] difficult [usr] back to us [sys] for [usr] mate [sys] me to it's it's easy for me to stick the knife into another company and i i wouldn't lure myself into doing that i'm a i'm a better person than that [usr] aye [sys] but i i totally understand you your your point of what you can do but i i couldn't give you any ammunition on that other than his you've asked for a service to be carried out and you feel you haven't and if you can justify that he hasn't provided you the service why would you pay [usr] exactly exactly [sys] you you you either need to dig your heels in and make that standpoint saying i've engaged in this i asked you for this that and the other that you haven't provided it why should i pay your bill [usr] exactly [sys] can we discuss this and can we can i pay you for what i think it's worth and you should have a figure what you're prepared to let go for what he has done and if that's the minimum or even you see we we've always operated it's you'd pay for the time you don't if a lot of people think you haven't cleared it i'm not paying it doesn't work that [usr] no [sys] we've tried we've attempted we conquer it because it's it's abc or d but we did try and that time has to be paid for and and some people have a real difficulty with that and i can understand that you're paid for something to be done it hasn't been done but that's not because of my fault i've turned up with all my fancy equipment and it turns out that your train happens to be collapsed but [usr] absolutely [sys] now what it is and where it is i would to be paid for what i've done he will he'll want something for something and you have to have it in your my idea is he was here for one hour i think minimum industry you should a service charge for i'll cover your fuel bill in an hour wage i'll give you what 20 quid for the hour and 30 quid for your fuel or your time and i i'll give you 50 60 quid [usr] and then it's down [sys] i [usr] to [sys] know [usr] him then isn't it [sys] of course it is but i don't think you you haven't provided the service i asked for you haven't given me the information that i requested and now you're asking for this amount of money and it's it's clearly not worth it [usr] right brilliant claim [sys] see [usr] i say i'll look forward to your phone call and what i'll [sys] right [usr] do i'll er i'll i'll we'll get it sorted mate i said i just want it done and out of the way cos he's the type of bastard to go environmental health and all that er and and that's on me what i mean as long [sys] of course [usr] as that he knows i can get a good libel company round and just say right the where's gonna start then i can meet you there and tell you exactly where the pipe is er i i would say the repairs probably only about a meter meter and a half [sys] how much notice do you need [pii] [usr] tomorrow will be great [sys] right right are you are you down middlesborough area by any chance [usr] ohh no no i'm in er i'm just past past rexham [sys] you are you are you are you live in [pii] are you based [usr] er i'm [sys] in [pii] [usr] just [sys] sorry [usr] outside of hayden bridge if you [sys] right [usr] can call me [sys] you [usr] any [sys] understand [usr] time i'll prioritize this [sys] right bear with us i'll call you back [usr] alright mate cheers graham [sys] thanks cheers to [usr] [pii] [sys] you bye bye now bye bye

6Qualified 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 well good i know my name's [pii] how can i help [usr] hi it's [pii] from mw ground works i'm looking to get a price to get 100 and 50 m of 1 50 pipe jetted and then [sys] ok [usr] 50 m of a camera [sys] ok we should be able to have a look at that for you what's the postcode for the site or just the first part of the postcode and i get that [usr] it's eh two things i got you it's eh [pii] [sys] ok that's absolutely fine give me one moment then let me bob you over to our local team they'll be able to go through all the pricing and everything with you and [usr] a [sys] then get it set up to get it done for you one sec do you want me to give you the direct number and [pii] you through or do you want just [pii] you across to them [usr] i just look back across to them [sys] no worries one sec i'll get it three [usr] yes [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 a hello if it [usr] aye it's [pii] from mw ground works i'm looking for a price to get 100 and 50 m of drainage that we've installed jetted and the last 50 m there camera [sys] nicky i'll have to get somebody to give you a wee call back alright [usr] right that's [sys] just [usr] no problem [sys] cos that they're on their thing at the moment right i think yours come up right and sorry what was your name [usr] it's [pii] [sys] and is a commercial say [usr] aye it's a new draining time we've put [sys] ok [usr] in it it's for a a scout [sys] and what's your phone number there [pii] [usr] [pii] [sys] [pii] right i'll get someone to give you a wee call back ok [usr] right no problem cheers for [sys] right cheers thank [usr] bye [sys] you bye

6Qualified 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 you born [pii] [usr] good morning i want to ask you do you replace the lid of a manhole [sys] yes and no yes because we can do it but no because you're better off just going to a plumbing center and buying one because we would need to charge it for our time to go and do it and if i were you i would just go and buy it myself i would just measure the diameter of it and take a photograph of it and go to a plumb center or the likes of and fisher or something and buy one [usr] right here i mean how much would the cost would you be about around [sys] whereabouts do you live [usr] i live in carried off man park and carried off [sys] right [usr] here here my problem is for some reason it's i mean it was obviously rusted but yesterday i just noticed big holes in it and with young children around i'm [sys] you don't want [usr] terrified [sys] them to fall in [usr] in case something happens and i'm conscious of the holiday period and a lot of those [sys] i know what you mean if you have somebody we we are we are carried off too if you have somebody that in fact first of all before i say this i'm not saying you're incapable of it [usr] i am [sys] but if you have some [usr] of it i'm [sys] well all right well you can you can say you're incapable i don't want to say it in case you shout at me but [usr] how did you [sys] if if you have somebody close to you that can measure the [usr] i can [sys] the [usr] tell you the measurement my son measured it yesterday er it's around one and it's 480 millimeters [sys] 4 80 mil right ok what i would what i would ask you to do or what i would recommend you do is you take a photograph of it as well or your son takes a photograph of it either or you go with those measurements and tell them to take the depth now it'll only be probably about 15 mil tell them to take the depth of it where it sits into the chamber and then go to see the likes of i'm not too sure where i carried off building this place would do man hole covers [usr] close [sys] but see the likes of [usr] no [sys] sorry [usr] they're they carried off supplies are closed for a week [sys] are they closed all week [usr] yes [sys] right ok i don't know whether you frequent very often but there's a place in called jackie brown they may do manhole covers but if you're down in the likes of [pii] on the [pii] there's a place there called the plum center [usr] ok [sys] they they would most likely do them because we would need to charge you for an hour of our time to go and get all that and if you have someone there that that that can do it for you there's no point paying us for an order on about getting them on hole cover for you if i'm honest [usr] how much would a cost [sys] it's 100 and £45 [usr] right [sys] do what i mean now because you live close obviously your son's there if you hadn't your son there [usr] no [sys] i would [usr] he's [sys] have went [usr] he's [sys] by myself [usr] no he's no he's he's doesn't feel able to do it and he's also [sys] right [usr] he's at work what i mean but i don't [sys] what [usr] think [sys] i [usr] i don't think anyone i have can do it [sys] right well if your son's incapable of doing it what i can do after i finish work is free of charge is i can call around and i can have a look at the man who cover for you and and try and try and get one for you is that ok [usr] i would be eternally grateful to you [sys] not a problem [usr] it would [sys] and [usr] be [sys] what is your address please [usr] my address is [pii] [pii] [sys] and what's your name please [usr] my name is [pii] [sys] can i have your first name please mr [pii] is just mr [usr] missus [pii] is ok [sys] no problem and whereabouts is that man's park is that off the man's road there down beside the [pii] [usr] no it's off the man it's it's about the fourth the fifth turn on the right on the mans road [sys] right what i'll do is i'll call down it'll either be tonight at about half five or tomorrow at half five and i'll try and get the measurements for this i know you've told me it's 4 80 mil and i'll try and ascertain where i can get him on hold for you for this to see if you see if you any hassle [pii] ok [usr] i'm just i'm just worried that i mean i've covered it with a a plastic box and a brick i'm just terrified that somebody would you [sys] fall [usr] know there's [sys] down it [usr] there's children coming here at the end of the week er from in the states young children and there's a young kid next door i'm just terrified i don't know how deep would those manholes be [sys] those man holes i opened my mum's manhole the other day and it was about 9 ft deep some [usr] ohh my [sys] of them can [usr] goodness [sys] be just [usr] somebody [sys] some of them can just be [usr] follow it up in it [sys] some of them can be about 300 mil deep some of them can be very deep but don't be worrying about it i'll call in and have a look at it for you and i'll in the meantime i'm gonna see if i can get 11 sorted now you don't buy metal ones anymore they're all plastic [usr] ok whatever whatever yes [sys] all right [usr] ok listen thank you very much for [sys] not a problem you have a nice day and don't be worrying about it we'll get you sorted ok [usr] what did about [sys] well [usr] when [sys] i've [usr] i think [sys] just [usr] of i've [sys] i've just [usr] i've [sys] looked here [usr] is a plastic [sys] the likes of sc fix does them [usr] right [sys] and it's 450 mil now [usr] right [sys] there's a 4 60 you said yours is 4 80 [usr] where are you [sys] right well those four the likes of those ones on on screen fix are about £79 [usr] yes yes that's that's ok whatever it costs [sys] but we'll have a wee look and see what we can do i'll go down with the measure and tape later ok [usr] ok thank you much [sys] you take care bye bye [usr] very much bye [sys] bye [usr] bye [sys] bye

6Qualified 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 [usr] e even [sys] home care policy [usr] in a week's time i wasn't [sys] did [usr] even able [sys] you [usr] to get [sys] know [usr] through [sys] that you [usr] this [sys] can now book plumbing services online in a few easy clicks visit dino dot com for details [usr] i [sys] alternatively [usr] did you didn't make [sys] please [usr] it clear [sys] hold [usr] that thursday [sys] and your [usr] wasn't [sys] call [usr] an option she [sys] will [usr] said when [sys] be transferred [usr] we come back from holiday [sys] to a customer [usr] you said [sys] service [usr] to me she [sys] advisor [usr] don't don't talk we've had a conversation she said it ended [sys] we record calls for quality and training purposes hi how can i help you today [usr] hi good morning [pii] i spoke to one of your colleagues earlier i'll give you the post code i just wanted to ask if you could reschedule the appointment for the friday not the the thursday of next week if i give you my post code can you can you have a look i've just realized i'm out on the thursday thanks i'm i live at [pii] that's [pii] quebec hotel [sys] and the first line of the address please [usr] sure [pii] [pii] [pii] [sys] thank you [usr] thanks a lot [sys] and your first and last name please [usr] sure my name's [pii] [sys] thank you right ok if you bear with me two moments i'm just gonna see if i can move some stuff around for you [usr] sure [sys] right ok we can book it in for the friday anywhere from [usr] great [sys] eight till six is that right [usr] that's great remind me what day it is friday i i haven't [sys] the 29th [usr] got my calendar with me that's brilliant [sys] perfect [usr] also there's a note on there for them to call me which is great in other words i think the lady said that they'll give me a rough idea maybe what the price could be and if they could still go ahead with that phone call that's great [sys] that that's what will happen the engineer will call you before setting up [usr] brilliant that's [sys] no [usr] great [sys] worries is there anything else i can help you with today [usr] thanks [sys] at all [usr] a lot no that's all good you have [sys] no [usr] a great [sys] worries [usr] day now [sys] have a nice day bye bye [usr] thanks a lot [sys] bye [usr] cheers [sys] bye [usr] bye now thanks bye

6Qualified 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 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 afternoon you're through to [pii] talks to how can i help [usr] hi [sys] you [usr] there i just wanted to find out if you cover our area and what you would charge and when you might be able to come for a call out [sys] well we cover the whole country that answers that [usr] ok [sys] one what what's the what's the problem [usr] i think it it's an outside just outside some folding doors it's in the out garden drain which i think is blocked it's filling [sys] ok [usr] up and overflowing [sys] ok is it resid is it residential property [usr] residential [sys] right ok how it works is there's no call out fee itself if they can do the job on the day a standard unblocking of the drain where they use high power water jets is 100 and £70 that is inclusive of va t and is payable upon completion of the work to the engineer on site [usr] ok and right and they use water jets or rods or whatever they need to use but ok and how when might somebody be available to to come and do that [sys] well because it it's just it would be the earliest would be tomorrow now [usr] yep ok could i could i book that [sys] but [usr] in then for somebody to come tomorrow [sys] that's fine can i take the postcode where the problem [usr] sure [sys] is [usr] it's er [pii] [sys] [pii] [usr] correct [sys] and the first line of the address thanks [usr] [pii] [sys] ok it's in [pii] [usr] that's right [sys] right ok i'm just looking on the system now i think it may not be i i don't know if this will affect the booking it may not be tomorrow because [usr] hm [sys] they have got a lot of bookings in the area but i'd have to take your details to check that is that is that something [usr] well [sys] you [usr] well if you could [sys] could [usr] check [sys] be [usr] if [sys] could [usr] i [sys] be could [usr] i [sys] be friday [usr] i think if you can't do it tomorrow i'm probably gonna have to hunt elsewhere but perhaps you could just check [sys] ok [usr] that double [sys] well [usr] check [sys] i can [usr] that [sys] do [usr] for me [sys] a i can do a quick check if it's not tomorrow you need to go i'll just do a quick [usr] ok [sys] check [usr] thank [sys] then just [usr] you very [sys] one [usr] much [sys] second it's a block drin outside property [usr] yep [sys] at [usr] just in the back garden [sys] and there's nothing overflowing from the drains at the moment [usr] nothing sorry say that again [sys] overflowing from the drains at the moment [usr] er well no it's when it's raining hard it's filling up and overflowing onto the patio [sys] right ok when it's is it just rain was there's no toilet waste overflowing [usr] no i think i'm pretty sure it's just [sys] ok [usr] rainwater and [sys] right [usr] and [sys] ok you can still you can still use your toilet and bathroom facilities [usr] well we're we're holding off those cos it's difficult to know i think it's it's a mixture of whatever's being drained from the patio into that drain plus i think there's definitely from the inside the house whether it's the toilets or the the sink kitchen sink i'm not entirely sure [sys] but i need to know because otherwise that because if it if it's toilet waste then we can definitely get somebody there this evening but it's cost more this evening though that's the only thing but [usr] right [sys] but [usr] well no i mean it's not er no it's not a sewage pipe no it's it's it's water from facilities in the house but not [sys] right ok i've just checked on the system because this would be classed as standard work and because of all the jobs on the system the earliest slot would be monday now [usr] gosh ok don't worry thank you [sys] i'm very [usr] i'll take a something [sys] sorry [usr] wrong [sys] about that we just have [usr] ok [sys] to go through what you saying sorry about that [usr] ok [sys] ok [usr] thank you anyway bye bye [sys] thank you bye now

6Qualified Lead

[sys] thank you for calling 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 a plumbing 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 hello you're through to [pii] how can i help [usr] hello buddy just wondering about maybe trying to get someone out to look at a a block drain we've got an outdoor sewage train or train [sys] we can sort that out for you do you have a policy with british gas for coming and [usr] no [sys] drinks [usr] no no no i just not not at all no [sys] ok that's fine can i get your postcode please [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] ok right and what's the first line of the address [usr] it's [pii] and that's [pii] [sys] what can you say that again sorry it [usr] [pii] [sys] it's [pii] [usr] [pii] [sys] just for a a commercial or domestic property [usr] say again [sys] is this for domestic or commercial [usr] domestic property it's got my outdoor outdoor waste looks it's it's overflowing [sys] right ok right the the company name is rosewood is that right [usr] no that's the name of the house rosewood [sys] ok what's the name of the company [usr] there's no company i'm i'm i'm just a i'm just a a aaa domestic homeowner looking to get my drain unblocked [sys] i'm i'm trying to just to get the billing address [usr] the address is [pii] [sys] sorted [usr] right and it's [pii] [sys] i got the address [usr] right [sys] that's correct for all the information there i just because they're asking me for for a company name [usr] ok [sys] do you have a company name [usr] no [sys] or [usr] no ain't got a company [sys] a business name or anything [usr] no [sys] that no [usr] i don't well [sys] that's [usr] i'll call [sys] fine [usr] someone [sys] no problem [usr] else fucking

6Qualified 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 we record calls for quality and training purposes good afternoon thanks for calling british gas you're speaking to [pii] how can i help [usr] hi there [pii] i've got a home care policy which we've put a claim in for for some pipes and we had someone from [pii] come out yesterday but they need to come back to do the work and they said someone would be in touch but i haven't heard yet i just thought i'd give a quick ring to find out if there was any update [sys] right they will definitely contact you when there is an update but i'll get you i'll take your details and have a look can i take [usr] thanks [sys] the home care reference number please [usr] 911 [sys] ok [usr] 03 945450 [sys] thank you just be one moment here i've taken [usr] thanks [sys] a digit wrong with a digit short or or too too short there 911039 [usr] no 003 [sys] 003 [usr] two [sys] my mistake [usr] settled [sys] sorry about that one moment [usr] that's all right [sys] okey dokey let's just set for you [usr] thanks probably starting to get busier are you with people having problems [sys] not [usr] in the run up [sys] yet [usr] to winter [sys] it will happen inevitably [usr] not yet [sys] it absolutely will happen but we're not there yet the weather who knows what it's going to do [usr] ok [sys] tomorrow it's probably gonna be 25 degrees tomorrow [usr] i know [sys] it's a bit off [usr] ohh [sys] the [usr] it's [sys] chart [usr] crazy at the moment [sys] can i take your name please brilliant [usr] [pii] [sys] and can i take the first line of the address and postcode [usr] [pii] eh [pii] [sys] brilliant thank you okey dokey i'm just gonna search the appointment for you ok just gonna check through the the local offices for bear with me just a moment [usr] thanks [sys] do you mind holding for just a second and i'll give them a call for you thank you [usr] no problem thank you [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they leave abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps where hi there thanks for holding for me they don't have an update at the moment they're [usr] hi [sys] just trying to establish [usr] no problem [sys] what's going to be required and and they'll come back to you as soon as possible and obviously you don't need to do anything other than call us but if you i can give you a direct number for the local office just if you want to contact them for any updates [usr] that [sys] they [usr] would be [sys] are [usr] great thanks [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] yep [sys] just [usr] ok [sys] normally the postcode [usr] and is [sys] to search [usr] it just [sys] it from [usr] the same reference [sys] but if [usr] that [sys] you [usr] i [sys] give [usr] give [sys] them [usr] them [sys] any details they'll be able to find it for you but as i said there's no real requirement [usr] the [sys] for [usr] post [sys] you to phone [usr] code [sys] them [usr] ok [sys] i'm not saying don't know but obviously if you want to and you want any update and they've not contacted you by all means you can give them a call [usr] no it's just to get an idea of the timing because it's got [sys] no absolutely [usr] no ceiling at the moment until the work's done it's in a bit of a mess [sys] no bother at all [usr] just [sys] thank you bye [usr] to get [sys] bye [usr] it tidied up ok that's great getting that number thanks very much thanks bye

6Qualified 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 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 [pii] speaking how can i help [usr] hi i was speaking to your commercial office and then i got cut off [sys] right let's have a look is it a commercial property [usr] it [sys] that you've got [usr] is [sys] and is that plummet or drainage issue [usr] a drainage [sys] can i take the postcode of where the property is [usr] yes it's [pii] [pii] [pii] [sys] yep [usr] we got as far as giving him my address and then the phone went dead [sys] ok right let me text you their number and then obviously give them a ring they can then make an appointment for you now they press and everything [usr] right ok [sys] [pii] [usr] all right thank you [sys] and is your number ending [pii] [usr] it is [sys] and let me just send this to you there is this is the local office for drainage and then i was sort everything out for you [usr] ok all right [sys] all [usr] then [sys] right [usr] thank [sys] then [usr] you [sys] that's [usr] bye [sys] fine [usr] bye bye

6Qualified 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 anything if you need any help with a drainage problem press one if you require [usr] right [sys] our plumbing services press two or if you have an existing did that you can now [usr] no [sys] book drainage services online in a few easy clicks visit dino [usr] china [sys] dot [usr] dot [sys] com [usr] com [sys] for details alternatively [usr] to [sys] please hold [usr] call [sys] and [usr] and [sys] your [usr] your [sys] call [usr] call [sys] will [usr] will [sys] be [usr] be [sys] transferred [usr] transferred [sys] to [usr] to [sys] a customer [usr] a customer [sys] service [usr] service [sys] advisor [usr] advisor [sys] we record calls for quality and training [usr] three [sys] purposes how can i help [usr] hi there we've got a managed commercial property with a blocked drain i was you have fixed it in the last six months but it's blocked again i was wondering if i could [sys] ok [usr] get [sys] can i take [usr] someone [sys] the postcode [usr] to come out [sys] of where the property is [usr] it's [pii] [sys] and can i take [usr] say [sys] the company name [usr] it's me house is is is that what you were after [sys] and is it can i take [usr] thank [sys] your [usr] you [sys] company name [usr] it's not a company it's it's just a partnership [pii] fit is under i've got [sys] right [usr] a previous invoice number if that's any help [sys] it is i'm afraid the invoices are done by our local office what i'll do is i'll transfer you through to them and then they can take the booking and then let when they can come out [usr] ok thank you [sys] 26 [usr] cheers what which one [sys] your call has been forwarded to the voicemail [usr] probably [sys] for [pii] no one is available to take your call at the tone please record your message when you've finished [usr] finish [sys] recording you may hang up or press the hash key for more options

6Qualified Lead

[sys] thank you for calling dino rod our office is currently closed for general inquiries or to book a non-emergency service please press one to leave a voicemail a team member will return your call during office hours for emergency situations only please press two to book an out of hours engineer please note that this option is strictly for emergency situations hello [usr] hello there is that the dining rod number [sys] yes [usr] hi there i tell you what it is i know we're out of hours and forth i've got a a toilet our file se rod goes out to our septic tank seems to be blocked or significantly blocked is that something you can you can rod [sys] right is your septic tank full [usr] no no no it was emptied in august it's not full just what's happening with 22 [sys] ok [usr] toilets one upstairs and one down the downstairs one wasn't it was filling up before it was draining down and not taking up paper i've lifted the manhole cover on the drain outside the house which i think both run into and then it and there's there's toilet paper and stuff all in it which i assume therefore it's blocked further down i don't have any rods [sys] right [usr] or anything i'm not sure if you even suggest something to try first but the the tank's not not not full up definitely not [sys] right whereabouts are you [usr] pardon me [sys] what's what's your [usr] sorry [sys] address [usr] my dog's barking here hold on a second out of the way hang on a second i'm sorry well sorry somebody come to the house no we'll just be on money ray [sys] quite right ok to get some of your ideas today it's gonna cost £210 [usr] right [sys] and in order [usr] huh [sys] to put your booking on i would need to take prepayment for that first hours' work on site [usr] and is that a fixed price then no matter or does it depend then what what what he finds or can [sys] that's [usr] it be done in an hour [sys] that's that's that's for the first hour of work home sake and [usr] first [sys] if it [usr] star [sys] goes if you're confident if you're confident your septic tank isn't a problem a high pressure jet in that line should clear your blockage [usr] she cares [sys] is it a is it a two story house [usr] two stories yes there's one toilet upstairs and one down [sys] ok [usr] it's [sys] and [usr] a [sys] which is the one that caused me problems [usr] the [sys] the [usr] one [sys] upstairs [usr] that it's [sys] one all the [usr] downstairs [sys] time [usr] one that's closer to to the to the site fall and i assume the other 155 tide goes down drops down that one's i'll go and check but i don't think it's filling it's it's going slowly it would hardly be one or the other is it i mean maybe it could be closer to the toilet could it as opposed to although i lift a manhole cover obviously the paper and stuff flying there which it doesn't normally it normally just washes straight on down [sys] if that one holds back up it's probably a manhole but you might wanna double check your stack pipe have [usr] right [sys] you got an external stack pipe coming [usr] yes [sys] out from your [usr] yes [sys] upstairs toilet connecting [usr] yes [sys] into that [usr] yes that's right [sys] if you want to give that a wee top of a hammer and see is it hollow or solid [usr] ok [sys] maybe the train has backed up and backed up the stack pipe [usr] huh ok [sys] it's [usr] because [sys] me [usr] that [sys] a day [usr] the the the problem could be further o back up the system as opposed to lower down ok all right i could try that first then obviously i mean is that cost because it's a banker or on a sunday or is it the same tomorrow and is it different on tuesday or [sys] it'll [usr] is that a fixed [sys] be [usr] price [sys] more expensive [usr] that you [sys] tomorrow because it's new new year's day on tuesday it would be 145 [usr] 145 bedtime tuesday and you say it was 210 did you say sorry 210 for the first hour ok well i'll go on i'll try that i'll ring back can i just ring back through that number and press two and that'll get to you will it if i need to get somebody out ok all right ii i if i get the i've got a power washer i presume i know obviously your stuff is high pressure it goes all the way down the p but if it isn't far down is it would it be worth having to go with the power washer even down that pipe to [sys] be one [usr] see if it clears [sys] second [usr] it out further down [sys] p worth having a go have [usr] this [sys] you have [usr] is [sys] you a man on mainstream how many manholes have you on site [usr] just one just the one outside [sys] you've [usr] the house [sys] just [usr] and [sys] won [usr] it runs about 3040 yards to the septic tank and there's no other no other hatch the whole way across [sys] right ok [usr] i think in the past when this happened we you your guys rotted it from the or the pressure it sorry host it from that from that maho go near that just close to the house and then released it further down into the septic tank that's probably where where the problem is but it's backed up the the the contents of the toilet and stuff's backed up into that manhole which is quite shallow anyway it's not a deep chamber it's just a channel really what i mean ok if i try let me try the that stack to see if if the problem's up there and [sys] just [usr] then we come back [sys] just [usr] to you at that stage [sys] just check your stack pipe just if you hit a hill top or a wee hammer or something you'll know by the sounds [usr] no [sys] of it the sounds backed up or or hello [usr] and what would that difference is that gonna make that just means it the problems up for up for their backup [sys] well all all all that would tell us would be that the luggage in the manhole is going back up the stack pipe which i don't think is because your upstairs toilet's ok isn't it [usr] yes it is ok at the moment it seems to be somewhere between the downstairs and the that this man who all right ok all right look look that that's good thanks for your help then i'll i'll ringing back through then i'll try this now and see if i need to get it done it's the same [sys] ok [usr] price then did you say today and tomorrow i need by get tuesday where it [sys] it [usr] down to 145 [sys] it'll it'll it'll it'll be it'll be more expensive tomorrow it'll be 260 tomorrow [usr] all right [sys] because [usr] because [sys] you're [usr] it's [sys] new [usr] a it [sys] year's [usr] is [sys] day [usr] a bank holiday right aye ok i understand that [sys] i got [usr] all [sys] them [usr] right super [sys] tuesday [usr] i'll give you a call back if i need you hopefully thanks a lot cheers bye bye [sys] ok [usr] bye [sys] and

6Qualified Lead

[sys] morning [pii] speaking [usr] hello good morning i phoned about 45 minutes ago because my toilets are blocking off and i left all my details and i was told that the because i don't have a usable toilet and i was told that the engineer would phone me when he's on his way and i just thought it might be useful for you to know that i have have lifted the drain cover now and my drain is almost entirely blocked off [sys] my god that's not good what's your home postcode sorry [usr] [pii] [sys] ok bear with me two secs ok [usr] thank you

6Qualified Lead

[usr] we were trying [sys] thank [usr] to keep the [sys] you [usr] kitchen [sys] for calling [usr] as clean [sys] dino [usr] as possible [sys] rod [usr] if [sys] partners [usr] i was kind [sys] with british [usr] of mix [sys] gas [usr] and it was just you're just you're making [sys] we [usr] drama [sys] record [usr] no [sys] calls [usr] drama [sys] for quality and training purposes [usr] yes it i got it and the man come a man [sys] good evening welcome to british gas my name's [pii] how may i help [usr] hi thank you i hope you can help me my actual toilet is not if it if it's booked out i've got a whole lot of people everywhere is blocked i need yourselves to sort out the situation and suck it out please i live in georgia hotel it's a proper emergency because i can't speak it and then tell us no more [sys] do you have home care with us [usr] it is jojo hotel it can it's canceled [sys] you you would need to speak to your counsel then [usr] but i've i've been doing this time and i can't i can't do this then do i have to if [sys] we [usr] i have to [sys] we [usr] pay [sys] it [usr] you i can pay you [sys] i i can't tell you what you'd have to speak to the council i'm afraid their responsibility sorry [usr] series phone [sys] i'm afraid if it's the council property it is the council's responsibility to deal with the the issue [usr] ok [sys] ok ok [usr] i [sys] thank [usr] can't [sys] you bye bye [usr] i can't look at you guys in as sitting because i've got i've got myself and my son here and i can't speak i can't speak this [sys] i'm i'm afraid you would need to speak to the council where you could perhaps spoke speak to the water board they may be able to assist [usr] thank you ok what what what's the water board number you can give me please [sys] what's ok what's the area there what was the postcode [usr] ic [sys] again [usr] ig my id i do too six ll [sys] ok ok for sewage it's thames water and their number is [pii] [usr] [pii] [sys] yes [usr] thank you much [sys] ok thank you bye [usr] alright [sys] bye [usr] bye bye bye

6Qualified 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 hi you're speaking to [pii] how can i help [usr] hi there i have a booking for someone to come around today to look at my toilet but we also now have another issue where something is leaking into our neighbor's flat which needs looking at i'm wondering if i can add that on to the same booking [sys] sure can i take the postcode of where you are please [usr] [pii] [pii] [sys] and the first line of the address please [usr] it's [pii] [sys] thank you is there i right we'll just have a look there is have a look do do do do do toilets in full what else do you need me to bomb [usr] we have our neighbors in flat below have a leak it's from a different bathroom we have two bathrooms i think it could [sys] right [usr] be a shower it could be the washing machine i'm not sure [sys] ok i got one no problem do do do there's a guy called [pii] who who's come today [usr] ok [sys] doesn't have a specific time on i'm afraid [usr] ok [sys] but obviously [pii] should be calling when he's on the way [usr] ok and does it usually just give [sys] all [usr] you [sys] right [usr] a half hour notice [sys] that's it he's supposed to call you when he's on the way just to let in case [usr] ok [sys] you've had to go out for whatever reason [usr] ok [sys] all right [usr] all right then thank [sys] no [usr] you [sys] problem [usr] take [sys] cheers bye bye [usr] bye [sys] bye

6Qualified 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 [usr] drinking a lot [sys] we record calls for quality and training purposes [usr] in the morning [sys] through to that [usr] you left [sys] speaking how can i help [usr] hi i was wondering if you can help me i'm i'm calling from private homes customer care we recently had you guys were called out to attend to one of our properties and we have been advised that you guys were going to go today but the customers just called advised no one's been yet i was wondering if you could just get an estimated time frame [sys] what's the postcode [usr] the postcode is [pii] [sys] it's a key account you've come through to the wrong number sorry let me get a number for you [usr] can you transfer me please [sys] i can just bear with me [usr] thank you [sys] can i give you the number for future reference [usr] of course [sys] o triple three [pii] [pii] [usr] thank you [sys] i'm just gonna try and get the number now to transfer you [usr] thank you very much for your help [sys] no problem thank you for calling know rod partners with british gas we record calls for quality and training purposes good afternoon you're through to key accounts my name is [pii] how can i help today [usr] hi family i'm call my name's [pii] i'm calling from bar at homes customer care team the reason for my call today is we had an out of hours call for a customer that's having problems with their drains and we've been advised that you guys were gonna attend today the customers [sys] what [usr] just called me saying no one's been here i just wanted to give a quick call just to give it get a little bit of information with that [sys] all right what's the postcode of the site please [usr] it is [pii] [sys] ok and the first line of the address [usr] [pii] [sys] right let me have a look for you right it's scheduled for a visit today it is in progress it shows that the engineer is on site at the moment [usr] ok [sys] i've got here the details are on the system that the engineer arrived on site about 10 minutes ago [usr] perfect ok thank you very much [sys] no worries [usr] well have a great day and take care [sys] and you cheers all the best

6Qualified Lead

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes hello you're through to how can i help [usr] hello we've got a wash basin that's blocked in [pii] is there any way you can tell me if you've been there before if [sys] we [usr] i use the postcode [sys] we we we cover the whole country [usr] can i use the postcode [sys] have you got a contract with us or [usr] no [sys] is [usr] no [sys] it a one off job [usr] i [sys] you're after [usr] i think you've been there and i need to you to go back again i'm just double checking the postcode is [pii] [sys] sorry say that again [usr] [pii] [pii] [pii] [sys] and what's the name and address there [usr] the name is a resident [pii] er he calls me we [sys] this [usr] went to [sys] was booked as a as a key account you'd have to go back to your insurance company regarding [usr] sorry [sys] booking [usr] what was what was it booked as as what [sys] it was booked through the insurance [usr] but what happened is you see lane said you'll no we we all weren't able to do the job is that right [pii] [sys] let me just [usr] it [sys] let [usr] subcontractor [sys] me just have a look [usr] and [sys] give [usr] closed [sys] me two [usr] it down [sys] minutes [usr] a country you see what happened we use the insurers they appoint someone called lane lanes and they appointed you [sys] ok [usr] and i'm just trying to find out what was the problem on the notes that they couldn't unblock it please [sys] you'd have to go back to your insurance company if you don't have full information the job was declined you need to contact the insurance company [usr] no no [sys] we [usr] but [sys] don't [usr] he'll [sys] have that [usr] he had visited the property and tried to unblock it [sys] the job wasn't complete that's what i'm saying the job was canceled [usr] but er can you just read the note and tell me please what [sys] i i haven't [usr] was [sys] got the details you'll have to call your insurance company while the job was canceled [usr] no it was i canceled it because i didn't do the work they told me that you needed a plumber on your notes to come back and help you that's [sys] that's not ok that's if you need a plumber that's not a problem you still have to go through the insurance to book this [usr] but i want to know what stopped you two men visited from you you and they down the road and they couldn't do the job they must have [sys] sure [usr] written a note to say [sys] the [usr] why [sys] insurance [usr] they [sys] company would have the notes we don't have those notes why the job wasn't pro proceeded with [usr] no no no no the insurance company told me it's the engineer who puts the notes down they don't do it the engineer puts down why he couldn't do the job [sys] what you can i'll give you the local office number you can call them in the in the morning they able to tell you [usr] ok what's the name of their company [sys] this is road [usr] no [sys] the number [usr] no who [sys] is [usr] who who [sys] it [usr] is the local office that delta is in [sys] the local office is [usr] sorry [sys] eco eco services [usr] eco eco services er er he takes his number down what's the number please [sys] [pii] [usr] [pii] [sys] 402 [usr] one w one m please [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] should be open from nine tomorrow in the morning [usr] thank you for your help e how [sys] ohh right [usr] would you spell the name again eq [sys] eco [usr] sorry [sys] the [usr] sure [sys] eco [usr] you see your [sys] aqua a qu a [usr] thank you very much thank you [sys] alright

6Qualified 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 dot com for details alternatively please hold your call will transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] my name's [pii] how can i help you today [usr] hi there i made a booking for a an appointment today a few days ago it was between eight and one and then i'm just concerned that i've not had any follow up for [sys] ok [usr] a specific [sys] i can [usr] time [sys] look into this for you could i have your postcode please [usr] [pii] [sys] [pii] thank you bear with me one moment and the first line of your address and your name please [usr] it's [pii] and it's [pii] [sys] thank you ok let me just have a look for you [usr] i also have a booking reference number if you need that [sys] i've got it ok an engineer has been booked bear with me one moment i'll just give the engineer a quick ring just to see if we can get an eta for you is that ok i will need to pop you on hold for a moment is that [usr] no [sys] ok [usr] problem no problem [sys] thank you please stay on the line i will get back to you as quickly as i can [usr] ok [sys] thank you hello mister [pii] [usr] hello [sys] hi thank you much for waiting ok i've just rung the engineer he's he must be on a job at this moment in time as he can't answer his phone when he's working i have left a voicemail asking him to as soon as he's finished to contact you to give you an eta i can tell you that on my system it is showing that he is due to attend your profit between 12 and one [usr] ok ok no problem it's on the system and then he'll give me a call when you get perfect [sys] he'll give you a ring as soon as he's completed the work he's doing at the moment with the proper [usr] great [sys] epa for you [usr] sounds good [sys] thank [usr] that's great [sys] you much for your call [usr] i will thanks now bye bye [sys] take [usr] bye [sys] care now bye bye

6Qualified 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 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 i help [usr] hiya we've got a problem with our outside drain it's just outside the kitchen window i've noticed it to well it was just this afternoon we've just noticed it but it's bringing up all toilet things [sys] my toilet [usr] er [sys] waste dessert st [usr] toilet [sys] ok [usr] waste it's all coming up i've as soon as you put the kitchen tap on it comes it's lifting it all up as soon as i've flushed the toilet it's flushing it all up and i i'm looking out the window at it now and it's completely to the top [sys] ok [usr] i mean me and my son's try to get a spade and do what we can do what i mean but [sys] no [usr] obviously [sys] problem [usr] we've got dogs and all sorts of [sys] can i just ask do you have british gas home care cover [usr] no [sys] no that's fine can i just take your postcode and i can just see if we're booking in the area [usr] [pii] xt [sys] is that [pii] [usr] well between tech er [pii] zero xt [sys] let's see i'm sorry we're not booking at all in that area for some reason we can't book that local that local office i am [usr] right [sys] sorry [usr] who's the best place to get in touch [sys] i don't [usr] with [sys] know we we're [usr] that's [sys] unable to recommend anybody just because if if it comes back if it's not a good service it would come back to us i am sorry we've just had notification today that we can't book our local office i'm [usr] right [sys] sorry i hope you get it sorted [usr] god i know all right [sys] ok [usr] not to worry [sys] bye [usr] thanks [sys] bye [usr] a lot bye

6Qualified 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 i'm in [usr] good afternoon i had somebody come and fix a a plumbing blockage the other day but the the issue has resurfaced and it's within that the 90 day guarantee i was wondering if somebody could come back out and have a look at it [sys] ok can i take your postcode please [usr] it's [pii] [sys] ok [usr] [pii] [sys] ok was it dino rod that attended was it a blockage [usr] yes it was [sys] ok you come through to dino plumb in here [usr] ok [sys] i need to give you another number for [usr] no problem [sys] just bear with me one the contact number for road is [pii] [pii] [usr] ok [sys] ok [usr] thanks i'll give them [sys] thank [usr] a try thank [sys] you ok bye [usr] you bye [sys] bye

6Qualified Lead

[sys] thank you for calling dino rod partners [usr] ok [sys] with british gas please [usr] did you watch [sys] listen [usr] the [sys] to the options [usr] video [sys] carefully we can get you to the right team if you need any help with a drainage problem did that you can now book drainage services [usr] ok [sys] 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] a lot [sys] we record calls for quality and training purposes hello you're through to [pii] how can i help [usr] hi i called earlier about booking an engineer out to emergency because i've got one toys in the property in his blocks and the sink and the shower and i've just got a call from the engineer saying he's the only one on the road he's not gonna be able to come to me until tomorrow is there anybody else you can assign [sys] could i get your postcode [usr] it's [pii] that's [pii] [sys] and the first line of address [usr] as [pii] [pii] [sys] and can i get your name [usr] it's [pii] [sys] i'll find out if we do have another engineer covering the area is it ok i just pop you on hold [usr] sure [sys] thank you [usr] remember did you already have the liver and ok i don't know i thought i was a little show well i thought i thought i had didn't he and then then she a zul is that she had i had i wouldn't have the ok ok no i it's not her elbows block all that that is a b elbow that's i can what's that shower love all that's a show that then a show which i play back then long now i might say show but then ok ok [sys] hi thanks for waiting i just confirmed with dispatch that's the only engineer covering your area unfortunately [usr] right stuffed in normal words ok i'll just check on other companies ok thank you very much [sys] no worries [usr] thank [sys] take care [usr] you cheers bye bye [sys] bye

6Qualified 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 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] at dino how can i help [usr] you you said you couldn't proceed with my job until i gave you the postcode i've got some flats in [pii] and they said you [sys] ok [usr] they just told me they can't proceed unless i'll give them the postcode i've got the postcode now [sys] ok are you as a landlord [usr] sorry [sys] are you the landlord [usr] yes [sys] ok no problem what is the postcode for the flax [usr] d a one one pb [sys] one pv [usr] and the address is [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok [usr] there's 12 [sys] i'm [usr] there's 12 [sys] just gonna [usr] flats here i think it stems from flat four but it's obviously backing up now [sys] right [usr] as [sys] ok [usr] i say you did you did do me a you cleared last either this year or last year i can't remember now you were supposed to do it yesterday you put me in but obviously your man said he can't he can't see anything that was done there yesterday [sys] right ok what was the first line of the address [pii] [usr] [pii] well it's [pii] [sys] ok [usr] and then it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] ok i can see a job that was raised yesterday blocks main drains on the car park [pii] [usr] that [sys] owned all the flats he won't be on site but he will pay the billing [usr] that's [sys] he [usr] it [sys] has used us before called to discuss costs and eta [usr] but i'll be in all day today [sys] ok no problem ok what i'm gonna do because this job is still scheduled in [usr] right [sys] i'm gonna see if i can get through [usr] right [sys] and try and get an eta are you happy to hold for a few moments [usr] yes [sys] [pii] [usr] yes no problem [sys] all right thank you very much [usr] no [sys] hello [usr] hello [sys] hi [pii] thanks for waiting [usr] ok [sys] i've just spoken to a member of staff from your local office [usr] right [sys] and they've just advised me that the engineer will be going into d a one area later on today it definitely will be attended [usr] ok lovely all right thanks very much indeed [sys] no problem [usr] ok [sys] thanks for your call [usr] thank you bye bye [sys] bye bye bye

6Qualified 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 your call will be transferred to a customer service advisor please hold through to my name is how can i help and what what's the issue that you have with the blood drinks [usr] hi there could i book for someone to come out or can i get a quote for someone to come and do some work on our blocked trains please well it's a workplace toilet that we had a plumber come and check out because there was some flooding going on in the toilet and he's taken the toilet off and [sys] was [usr] done [sys] it [usr] some [sys] taken [usr] investigations [sys] off the toilet [usr] and he said it's further dany the drains and he can have access to he recommended calling you [sys] repeat [usr] cos he he was trying [sys] did [usr] to flush [sys] did [usr] out a blockage [sys] you said it might [usr] that [sys] be [usr] he [sys] the drains [usr] thought was [sys] and clearing [usr] the [sys] them [usr] problem but he said it's further down [sys] ok [usr] the [sys] what is your what's [usr] system [sys] the postcode [usr] and [sys] to [usr] needs [sys] the to [usr] your [sys] the property please [usr] work [sys] be [usr] yes [sys] out second i need to speak to the local office with [usr] it's [sys] that for [usr] k [sys] that one just bear with [usr] 12 [sys] me a quick second [usr] 1 dh ok [sys] do you have a pen i'm gonna give you the number to the local office it's [pii] [usr] i think [sys] [pii] [pii] [usr] ok [sys] no cheers bye bye [usr] fab ok i'll give him a call right thank you bye bye

6Qualified 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 we record calls for quality and training purposes 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 service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not hello [pii] speaking british gas how can i help [usr] hi there [sys] what engineer is it [usr] i [sys] is it [usr] have [sys] a gas engineer [usr] somebody [sys] or a plumber [usr] coming around this afternoon it was supposed to be between [sys] i mean [usr] and six i've not heard from anybody i tried to log on and track him [sys] i'll [usr] and i'm [sys] double [usr] i'm having [sys] check now [usr] trouble doing [sys] what's [usr] that can [sys] your [usr] i [sys] postcode [usr] you my postcode and can you give me an update please it's a plumber [sys] and [usr] plumber [sys] the door [usr] i've [sys] number [usr] had somebody come round to sort the radiator out but i'm [sys] 1219 [usr] waiting for the other chap to come round and sort the block toilet out [sys] got it hang on [usr] whiskey sierra [pii] [sys] dispatched it does look is it for a block toilet [usr] 12 [sys] it looks a [usr] a cater bank wait [sys] it looks that it it is he will be there today before six his name is [pii] right it does show it will most likely be yes [usr] yes yes it is it's it will take [sys] the [usr] a minute [sys] engine [usr] go on sorry after you [sys] but i was just gonna say between five it says after five sometime after 5 to 545 [usr] [pii] i'm he's gonna probably get there for about 6530 [sys] no [usr] then [sys] worries all right thank you they'll call me before i'll leave a now as well because some of the engineers do just turn [usr] ok [sys] up i'll just leave a now [usr] ok [sys] anyway ok [usr] all right no worries well thanks for the update [sys] ok [usr] i do appreciate it [sys] no worries all right cheers take care bye [usr] you're [sys] bye [usr] welcome you won't give me a call though won't he before he gets here ok all right all right i appreciate that thanks again cheers bye bye bye cheers bye you too bye now

6Qualified Lead

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get [usr] they'll [sys] you [usr] put [sys] to [usr] me [sys] the [usr] back [sys] right [usr] through [sys] team [usr] to the same central [sys] if you [usr] system [sys] 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 alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes you're through to [pii] my name is [pii] how can i help [usr] i wonder if you can we're a preschool based in [pii] and we've got an issue with our drainage it started showing itself by our toilets filling up and then we could hear the pipes gurgling we have tried to flush it through with our own car attachment to flush the pipes but to no joy it's it's very difficult because we're not sure we don't have a manhole on our grounds we're [sys] ok [usr] in the grounds of the local primary school and we think it all flood goes that way and the only access we've got is through the toilets we've had the the toilets two of the toilets are off in here at the moment i don't know whether you'll be able to help us or come and we're a charity we would need a price up front [sys] ok you would definitely need to speak to the local office what's the postcode of [usr] the [sys] the [usr] postcode is [pii] [pii] [sys] ok [pii] ok do you have a pen that i can give you the number to the local dial office it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] and that just takes us through to a local diner rod [sys] january day that's correct [usr] ok that's lovely thank you very much [sys] no bye [usr] thank you bye [sys] for [usr] bye

6Qualified Lead

[sys] and that [usr] hi it's [pii] calling from coles estate agent [sys] hello there how can [usr] hi [sys] i help [usr] i believe that we used you guys last week for one of our properties that we look after called it was [pii] [pii] [sys] have you got the postcode [usr] bear with me one moment it is [pii] [pii] [sys] ok i can see that now how is it i can help [usr] they've called up today saying it's blocked again [sys] i know right i'm just having a read to see what he's done [usr] thank [sys] there [usr] you [sys] ok he's not putting any notes on there that he is gonna need further work because there's obviously any other issues can i arrange someone to have another look at it tomorrow [usr] is that ok i think you have the tenant's details are [sys] i [usr] you [sys] have [usr] able to contact them directly [sys] what i'll do is i'll give him a call now and i'll just make sure that that'll be about tomorrow [usr] perfect thank you much [sys] all right no worries [usr] care bye [sys] bye bye now

6Qualified Lead

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can queue 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 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 speaking to [pii] can i help [usr] hi i've booked up diner rod engineer to call out tomorrow my name's [pii] in bushy i'm [sys] i take [usr] wondering [sys] the postcode [usr] whether [pii] [pii] [sys] [pii] and the address and the address please [usr] [pii] [sys] how is that i can help [usr] sorry [sys] how can i help [usr] i just wondered whether if i took a couple of photographs of the problem would that help me in any way it shortcut what what's required maybe [sys] what i'll do is [usr] or [sys] i'll text you the email address for the office that's coming out to do that and then obviously if you just send forward it on to them then they'll have an idea of what they're looking at [usr] ok that'd be great [sys] no problem right i'll just text you that number that email address now [usr] right you you've got my number [pii] [sys] i do [usr] you got it ok [sys] all [usr] that's [sys] right [usr] great ok [sys] no problem [usr] super smashing [sys] all right thanks for that bye [usr] thanks [sys] bye [usr] cheers then bye

6Qualified Lead

[sys] thank you for calling dino rod partners [usr] ok [sys] 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 [usr] just [sys] did that you can now book drainage services online in a few easy clicks visit dino dot com for details [usr] bye [sys] alternatively [usr] bye [sys] please hold and your call will be transferred to a customer service advisor [usr] bye [sys] we record calls for quality and training purposes [usr] no [sys] afternoon how [usr] and [sys] can i help [usr] hello my name is i am one of the property managers at hlm i'm told that your contractors went to one of the estates i manage and it's [sys] ok [usr] [pii] in july i [sys] what's [usr] would [sys] the postcode [usr] ok the postcode is [pii] [pii] [sys] [pii] [usr] yes if [sys] and [usr] i just [sys] the [usr] get [sys] first [usr] something [sys] line of the address [usr] it's [pii] [pii] [sys] er what what what what what er [usr] right [sys] what what number [pii] got [usr] i think there was a an issue at [pii] and [sys] i've [usr] the [sys] got a different one on there but ok [usr] do [sys] how [usr] you [sys] can i help though [usr] i i need [sys] it's [usr] to know [sys] different [usr] who is who instructed you to attend ok the resident called you and asked you to attend [sys] it was no it was no it was number wasn't wasn't that property number though it was number 51 [usr] the residents [sys] this [usr] that [sys] is [usr] number [sys] from last year this is from last year last [usr] no [sys] year [usr] no it's the one in july this year [sys] this year we haven't been there this year [usr] ok the person [sys] it was uniform [usr] instructed [sys] bravo 69 foxtrot hotel we haven't been there this year [usr] ok right you were there last year ok and you were instructed by the owner of [pii] [sys] yes [usr] ok all right thank you very much [sys] no problem right you take care bye bye now [usr] bye

6Qualified 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 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 evening thank you for calling diner rod you're speaking to [pii] how can i help [usr] hello we've got a drainage problem that's occurred this evening it's flooded our well drained out well flooded into our garage with the taps off it's fine it's not locking or well leaking but there's something to do with the shower being on and the pipe not clearing [sys] right ok just confirm your postcode for me [usr] it's [pii] [sys] [pii] perfect and the first line of the address [usr] [pii]

6Qualified Lead