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[sys] hello there checking out [usr] hi is that diner rod bristol [sys] this is the fair office in [pii] [usr] are are you the people with the big bright orange bands [sys] some of ours do [usr] one of your drivers in [pii] [sys] right [usr] i don't want to complain but it's completely [sys] that's [usr] unacceptable [sys] why i was chasing [usr] he's [sys] it [usr] cut in front of a lady who's who's hit he's hit a parked car [sys] right [usr] he's mounted the pavement at about 50 miles an hour outside of the school [sys] right [usr] he's then proceeded into traffic up the wrong side of the road tried to cut into the cars in in in front in front of the car the lady wouldn't get through he started punching the side of her mercedes and then he's made the pavement on the inside inside [sys] no worries [usr] and [sys] have a good [usr] driven [sys] day [usr] about 500 yards up the pavement [sys] jesus [usr] and he threw a red light on the top of [pii] [sys] right [usr] guy looks drunk [sys] did you catch [usr] he's [sys] the [usr] thrown [sys] the post [usr] abuse [sys] code [usr] at [sys] not [usr] everybody [sys] the postcode sorry let me see you saying that the the license plate [usr] bravo sierra four is the first bit of the face code in for [sys] ok [usr] her [sys] did you catch the the license plate at all [usr] pardon i've got the license plate [sys] can i take the exam or have a look with us and also pass on to the plumbing [usr] right [sys] department they have the same [usr] right it's golf foxtrot 21 lima golf umbrella [sys] lima golf what was the last character sorry [usr] you [sys] uniform it's gf [usr] uniform [sys] 21 lgu [usr] yes [sys] ok perfect i'll have a look around with my managers and see if that was any involved and then i'll see if it's not i'll pass on to plumbing and it will be one of theirs [usr] honestly honestly my friend i think he needs to be stopped he looks drunk very very aggressive tried punching through the window on a car [sys] jesus [usr] nearly nearly knocked a lady come and stepping out outside the school in [pii] he's driving along the pavement he's not making any progress either cos i'm just driving along and i'm staying up with him but he's going up up the pavement and then he drove up the wrong side of [pii] road tried cutting in [sys] but we [usr] lady [sys] can't find we [usr] closed [sys] can't find [usr] the gap [sys] that er [usr] he [sys] the [usr] can [sys] sim [usr] come in [sys] run [usr] and he jump out tried [sys] right [usr] punching her side window through then she's then she's he's managed to get in front of her the traffic was stopped [sys] right [usr] he's then gone across the bus lane and up the pavement and through the red lights across [pii] [sys] ok well i'll get on that right away and i'll pass it on to our [pii] office and who has the engineers i'll pass it on to them now [usr] all right thank you very much [sys] that's right thanks for reporting that [usr] ok bye bye [sys] cheers bye

2Chase Call

[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 you require 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 speaking to [pii] how can i help [usr] hi sorry good afternoon can i give you a job reference number [sys] yes please [usr] it's dy double sorry dywz [sys] yup [usr] no be wo won't it delta yankee whiskey oscar and then it's 373 7246 [sys] and the first line of the address please [usr] is [pii] [sys] mr [pii] [usr] it is that's me [sys] how's that gonna help [usr] i wonder if you could i just wanted to check i apparently i've got a recall job booked for today i just wondered do you do you have a rough eta just i've got a few errands to run and i didn't know if the person would give me whoever's coming will give me some notice but i didn't want to miss them i just wonder if an idea [sys] the engineer called [pii] is on his way it should be this afternoon before six he should obviously call when he is on the way but i'll send him another message to ask if he can call you right now and try and give you an update [usr] no that's [sys] to [usr] fine [sys] let exactly when [usr] that's [sys] he's [usr] it [sys] likely to be on the way [usr] no it's fine if it's [pii] that was the guy that came yesterday he [sys] ok [usr] he said yes i've already got his his number and he he called me [sys] right [usr] yesterday and i i did text him to see if it would it might be him but he just said it would depend if he got allocated the job i'll drop him a quick text now but that's great thank you [sys] no problem all [usr] all right [sys] right then thanks [usr] thanks [sys] for that [usr] cheers bye [sys] bye bye

2Chase Call

[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 dredge 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 [pii] speaking how can i help [usr] hi there i had a an appointment booked in for today between one and six i know it's coming up for five o'clock but i haven't heard anything or no one's come i just wanted to make sure that it is happening [sys] what's the [usr] i have a booking reference if you [sys] go ahead [usr] dywo 3473879 [sys] let me see if i can find it and what name would it be booked under [usr] [pii] [sys] on the first line of the address [usr] [pii] [sys] and just for data protection if i could also take the contact telephone number [usr] [pii] [sys] right according to this the job's booked on for tomorrow not today [usr] it says 9 10 23 on my booking confirmation it's weird [sys] that says 10 let me just double check to make sure i'm right it's definitely booked in for for tomorrow for between one and six [usr] that's funny 10 ok 10 10 23 ok well it should be [sys] right [usr] that [sys] i see [usr] be fine i won't be there but my wife should probably be fine it was one and six ok and you don't have any other detail on the timing within [sys] just [usr] that do you [sys] that that all it says is [usr] just [sys] between [usr] let it could [sys] one [usr] be any [sys] and [usr] time [sys] six and it's certainly not been changed cos normally if someone reschedules an appointment [usr] hm [sys] i can [usr] weird [sys] see but this is definitely not [usr] weird [sys] been changed [usr] ok [sys] right [usr] ok [sys] i [usr] weird my booking confirmation has 9 10 23 i'm looking at it right now [sys] ok ok no problem [usr] anyway ok [sys] sorry [usr] tomorrow [sys] for the confusion [usr] one till six [sys] take care [usr] ok if that's not [sys] bye [usr] possible i'll i'll give you guys a call back all right thank you all right cheers bye

2Chase Call

[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 plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening you're through to [pii] my name is [pii] how can [usr] hello [sys] i help today [usr] mate i've got i've got a job booked in with yourself for this afternoon i was just wondering if you could check whereabouts the engineer is [sys] i take the postcode [usr] it is [pii] [pii] [sys] and can you confirm your name and your telephone number please [usr] my name is [pii] and my number is [pii] [sys] and the first line of the address [usr] the [sys] please [usr] the job's address is [pii] [sys] ok we are still waiting for that to get assigned i will re raise it to the team once we've got an engineer available he will he will call you 30 minutes before arrival is that ok [usr] ok i mean they're they're only gonna be on site until nine o'clock obviously it's aj d sports they shut at nine o'clock and [sys] right ok [usr] i did i did turn on the phone when i was whoever i was on the phone to previously it was a pretty urgent one when they needed done that asap [sys] i said our emergencies are a bit longer than that i said it's subject to availability it depends if we've got someone available if we're busy then there may be a queue i will pass it on and look to get it out ok [usr] all right brilliant if you could mate [sys] cheers [usr] thank [sys] take care bye [usr] bye

2Chase Call

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] here at dino how can i help [usr] hello my name is [pii] i'm looking for the service with cctv inspection of the pipes we are buying the house but unfortunately there are an old house that have all documentation what they have is only the public pipes with water tanks and we need to check of the condition of the pipes and stuff this beneath the house is it possible [sys] we can certainly have a look at sorting that out for you the cctv service itself we provisionally book it in and then what happens is the office give you a call to confirm availability and costing they would take over and run through that with you but yes if you're happy to book in we can certainly get that started for you [usr] i think [sys] ok let's have a look can i just start by taking the postcode of the property you want [usr] yes [sys] the survey conducted [usr] yes [sys] that please [usr] [pii] two [sys] kt two [usr] five ql let me cross check one again yes [pii] [sys] [pii] for [pii] [usr] yes [sys] ok [usr] [pii] [sys] and what's the first line of the address [usr] to the drive to [pii] [sys] [pii] [usr] yes [sys] ok that's fine and it's a domestic property is that correct [usr] yes [sys] that's fine and just confirm your name for me [usr] yes [pii] and last name [pii] [pii] [pii] [pii] [sys] ok brilliant that's fine and would it be yourself that's at the property when our engineer arrives [usr] i think my husband or maybe the real estate agent can be there we can arrange know who whoever is best person to work with [sys] yes certainly what would be the best contact telephone number [usr] for now you can keep my number [pii] [sys] yep [usr] [pii] [pii] and if [sys] ok [usr] you let me know what are the potential slots i will then contact you with our real estate manager and he can probably cross check this availability and on [sys] ok our office would be the ones that would run through the availability what they would do is they would give you a call and say see when's best to attend then if you needed to double check with the real estate agent that's not a problem at all it might be a case of them calling to give you the availability and then you just give them a quick call back to confirm when's best that shouldn't be too much of a problem [usr] ok [sys] at all ok what would be the best email address if you're happy to provide one [usr] yes the main my address is [pii] and then last name [pii] [sys] ok that's fine ok that's fine and you said it was for a cctv survey at the property was that correct [usr] i think because when we spoke to a couple of people who advised what we should do they said that cctv is probably the best option if you can suggest any other service that you think will be helpful to understand the leak the condition i'm happy to to learn more [sys] ok i mean the cctv survey itself is quite in depth what it does is it doesn't it doesn't just only survey the drains it provides you with a very detailed report on the condition any damages any work that might need to be done it is very comprehensive it is that that is normally what we would advise to have done just that way you have everything in a report as well to say obviously if everything's fine that's fantastic if it highlights anything you can then go back and say well this has come back and said this is an issue this pipes damaged is this here that way it gives you peace of mind as well that everything's been checked properly i would normally say obviously if you're getting a new home to have something this carried out just that way it's all all [usr] ok [sys] done for you [usr] ok then let's do that and see what else we can find that [sys] not a problem at all just to ask would there be anybody on site with any vulnerabilities that we might need to be made aware of [usr] what do you mean [sys] it's for the engineer really if there's anybody that might be hard of hearing mobility issues [usr] no [sys] just our engineer [usr] no [sys] can accommodate [usr] no [sys] when they're [usr] no [sys] on site no that's fine perfect ok ok that's fine is there anything else you would me to add on to this for you at the moment or are you happy for me to get that sent across to our office for you [usr] i think well the may be nice to have it as soon as possible and because christmas is approaching and stuff this and whenever you have available slot i'm happy to discuss with our real estate manager he's also happy to push it as soon as possible probably this is the the most a critical condition [sys] perfect no i i completely understand well the office should be in contact with you shortly just to arrange everything with you and then we can take everything [usr] ok [sys] from there ok [usr] perfect sounds good thank you i'm looking forward [sys] not a problem at all thank you very much for your time and i hope you have a wonderful day [usr] thank you thank you too bye [sys] bye now

2Chase Call

[sys] thank you for calling dino rod partners with british gas please listen to the 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 10 [pii] speaking how can i help [usr] hi can i give you my reference number [sys] ok [usr] 37 12 955 the [sys] ok your name and first hand address [usr] property [sys] ok [usr] sorry [pii] [sys] bye ok and your name [usr] [pii] [sys] ok how can i help thank you [usr] i just wanted to inform that i'm already at the property when [sys] ok [usr] the your engineer coming [sys] it just to see me ok it will be before 1 p.m. today but they will have to call you before they get to that [usr] i'm sorry for between 8 to 1 day sir yes [sys] yes yes [usr] ok no worries [sys] 25 [usr] ok then because i was going [sys] ok [usr] i am already there on the property waiting for them thanks a lot thank you [sys] no it is

2Chase Call

[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 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 i'm speaking out [usr] i'm just i'm just wondering if you can give me some up update please on the prices that you've sent over to my landlord and if everything's been booked in [sys] what was the postcode [usr] it's l 68 n for november b for bravo [sys] right can i take your name first and the address [usr] it's [pii] [pii] [sys] alright [pii] i'll be honest with you the lines are open today the local diner is not open today [usr] do where my toilet would be sorted cos we've got guests coming over for christmas today and i've got piss and shit all over your bathroom floor the dino rods come up yesterday but before they come out the water was clear and now it's full of piss and shit and it's come up everywhere it's quite worse [sys] hold on a second it looks on system second well in terms of this i'm not 100% sure but it it isn't for today they will have to try and be as quick as possible it it isn't for today but i'm not sure as to when i'm afraid though [usr] we'll be [sys] just [usr] sorted [sys] because [usr] today [sys] even [usr] do [sys] with christmas well they'll be coming today yes and if it is just a case of redoing what's already been done then hopefully should be sorted today then yes [usr] ok perfect thank you [sys] no worries thank you very much

2Chase Call

[sys] thank you for calling dino rod partners with british [usr] come [sys] gas [usr] on to you then [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 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 [usr] i don't [sys] visit [usr] want to [sys] dino dot com [usr] i [sys] for [usr] don't [sys] details [usr] want to [sys] alternatively please hold and your call will be transferred to a customer service advisor [usr] they enjoy hm [sys] we record calls for quality and training purposes [usr] three [sys] afternoon speaking how can i help [usr] i'm just [sys] hello [usr] i'm just ringing [sys] how [usr] just [sys] can [usr] hang [sys] i help [usr] on a minute let me talk to her hello [sys] aye [usr] hello [sys] hi how can i help [usr] hello ohh [sys] hello there [usr] it's [sys] hi how [usr] it's [sys] can i be of help [usr] i've got two er sorry about that [sys] sorry [usr] i want to know whether i can get somebody to come with a camera i look at my dream chat [sys] that's [usr] me [sys] doable [usr] hands [sys] it's possible [usr] come home i need i need to make sure that the drains are right on the on the [sys] that [usr] lake [sys] that is possible what's the postcode [usr] [pii] oqp no shoes [sys] [pii] [usr] [pii] [sys] the same address [usr] nice account [sys] first line of the address [usr] yes it's [pii] [sys] thank you [usr] road [sys] thank you [usr] that one you [sys] right just won't be a second [usr] ok mate i won't do it when he calls back [sys] right [usr] not report would have been [sys] get [usr] the same [sys] you through to a colleague who is able to help on a moment please ok [usr] ok [sys] right getting it through now thank you welcome [usr] you what [sys] to dina rod if your call is regarding a plumbing matter please redial [pii] [usr] no [sys] for drainage queries please press two [usr] ok [sys] for account queries [usr] and just [sys] please press three thank you welcome to dina [usr] i mean [sys] rod [usr] what [sys] if your call is regarding a plumbing matter please redial [pii] for drainage queries please press two for [usr] i'm waiting [sys] account [usr] for them to come [sys] queries [usr] back to me [sys] please press three thank you [usr] he's put me on he's put me on hold but he's put all this home on it huge budget riding the area [sys] welcome to [pii] if your call [usr] 00 [sys] is regarding a plumbing matter [usr] hell [sys] please redial [pii] for drainage queries please press two for account queries please press three thank you [usr] bye i have found the table see [sys] welcome to [pii] if your call is regarding a plumbing matter [usr] that's one of reason [sys] please redial [pii] [usr] huh [sys] for drainage queries [usr] ok [sys] please press two for account queries please press three thank you [usr] [pii]

2Chase Call

[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 plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening thank you for calling diner you're speaking to [pii] how may i help [usr] hi love i just need to double check if a customer's property has got dino cover i've just come to a job on call for service and repair and they've got a water leak as well and a stop crop [sys] are you a bg engineer ok let's see just opening it up sorry ok what's the postcode [usr] postcode is [pii] [pii] [sys] [pii] and the house number [usr] number [pii] [sys] [pii] and come on what's the customer's [usr] there [sys] name [usr] would be mister [pii] [sys] just opening that up [usr] hey how we you [sys] can you just confirm the address for me please [usr] and break to [pii] [sys] they've got home care free [usr] right can i get an urgent job pushed out please i've had twice i've turned the stop [sys] really [usr] clock off the minute you turn it back on it's all crusted over [sys] ok [usr] at the minute i've come and stopped [sys] bear [usr] the leak [sys] with [usr] on [sys] me [usr] boiler but there's no there's no stop there's no water in the house you've got young kids [sys] ok is it a leak they've got all the main top top [usr] there's [sys] which [usr] one [sys] is [usr] on the act the stop cock inside the house and the main stop cock and i've got a leak on the boiler as well i've come to sort the boiler out but you can't turn the mains water back on cos it's leaking from there it's quite it's co [sys] let's do [usr] it's contained [sys] this [usr] when it's [sys] do you want me to put that as leaking or not working [usr] leaking please [sys] the main ok how would you describe the leak severe [usr] it's a steady drip it's enough to have quite a bit of water that morning [sys] ok well severe will get it the call out tonight and you and you turn the water off did you say [usr] it's just got with it with it with it [sys] hello [usr] hiya love you all right [sys] sorry you blanked out [usr] no [sys] there [usr] it's all right you you you've got a you've got a pretty steady it's a constant drip when it's turned on and when it's turned off it's got a slight one that is that is containable at the minute but they're still walking they've got young kids here they've got nice sandwich [sys] but you have turned the water off [usr] i've turned the salt cock off love it's just got it's got a [sys] ok [usr] slight little drip on it with it now but [sys] and because they've got children it's classed as vulnerable [usr] it's just for santa trio for [sys] are [usr] water [sys] they [usr] that's all my love [sys] are you available this they're available this evening [usr] what time frame would you be looking at [sys] well it's it's gonna be late could be after midnight do you want me to do it tomorrow morning [usr] i'll ask i'll ask him i was bear with [sys] ok [usr] can you do it for after midnight just cos it's on a tues for toilets and stuff that's all that i need it [sys] tonight [usr] they said they they said what soon has [sys] that's fine what do you want me to put the instructions to the engineer [usr] but if you just whack in on the instructions just whack crusted an overuse stopcock when opened [sys] crusted and overused [usr] it's it's just it's just old [sys] i [usr] it's but it's never been off but it looks i think when they've got to turn it off it's just cracked it [sys] no and then when i put crusted and overused stopcock [usr] and then and then when when opened up to allow water into the property there there's a constant drip coming out of it there's constant water coming out of it [sys] to the [usr] no [sys] property [usr] it's a steady good but it's one of these that i've seen them go before that's all with with little and that they need [sys] is [usr] something with [pii] [sys] leaking [usr] and that they need some love [sys] does he great then off and then young children in the house ok let's get this can you give me a name for contact [usr] yes bear with me that [pii] right right who's best contact then for tonight right could i take your name [pii] [sys] [pii] and what's [pii] number [usr] what's your mobile number [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok let's get this booked in just doing that now [usr] sweet thank you love [sys] that book do you want the dy number [usr] no i'll be all right we'll have the du i number that'll get them the water tonight and i can leave the boiler off but i think the boilers they gonna be not fixable [sys] ok that's done that's booked [usr] alright [sys] for them [usr] love [sys] no [usr] cheers [sys] problem [usr] see you in a bit bye [sys] all right ok bye [usr] right

2Chase Call

[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 you're through to [pii] my name is how can i help [usr] hi hello [sys] hello hello how can i help [usr] hello am i order [sys] hello [usr] hello [sys] you can hear me [usr] i can hear you can you hear me [sys] yes i can hear you how can i help today [usr] hi i had an appointment today but i missed the plumber school [sys] and what's your postcode please [usr] pardon [sys] what's your postcode please [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok that's [pii] [usr] pardon [sys] is it [pii] [usr] it's the place is called up and my address is [pii] [sys] ok [usr] [pii] [sys] ok i'm just gonna repeat the postcode again is it [pii] [usr] [pii] [pii] [sys] [pii] [usr] pardon [sys] is it [pii] [usr] [pii] [sys] [pii] ok ok ok and i can see that you have british gas cover [usr] pardon [sys] do you have british gas cover bye ok just hold the line for me i'm gonna put you through to british gas and they should be able to rebook you in ok [usr] right [sys] won't be a second [usr] ok [sys] dino is the uk s 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 hiver 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 thank you much for calling in this is speaking may i get your home care number please hello [usr] hello [sys] hello yes can you hear me [usr] hello [sys] yes can i get your home care number [usr] i can [sys] please [usr] hear you now [sys] sorry [usr] [pii] [sys] you have a 91 number with you you have a 91 number it starts with [pii] [usr] pardon [sys] if you don't have that give me your post code fine [usr] ig 11 9 xz [sys] -huh -huh [usr] ig 11 [sys] x for xerox [usr] nine [sys] z for zulu [usr] xz [sys] x for xerox and z for zulu [usr] pardon [sys] xerox zx for x-ray and [usr] xerox [sys] z for zulu [usr] sorry [sys] perfect can i get your ho house house number [usr] [pii] [sys] 100 your name is [usr] house number is 100 [sys] yes [usr] my name [sys] ok you are looking [usr] my landlord [sys] you attend then [usr] booked the appointment [sys] ok what's your last name [usr] i'm a tenant i had an appointment [sys] [pii] got it how can i help [usr] landlord's name is [pii] i i had [sys] ok [usr] an appointment today but i missed a call of your plumber [sys] good bear with me a little bit let me check [usr] i'm asking can we reschedule to all right [sys] [pii] just checking the appointment [usr] right [sys] when you said plumber do you mean the gas engineer or there's a plumbing appointment [usr] it's a plumbing appointment [sys] i do not see any appointment let me just see your post code again ok all right [usr] ok the appointment was for yesterday on sunday [sys] ok [usr] and [sys] i can see the note [usr] your plumber [sys] i can [usr] came [sys] see the appointment [usr] to my [sys] now [usr] home but i think he doesn't have any sufficient [sys] today [usr] tools to fix that [sys] we heard today and he called in ok [usr] he [sys] all [usr] postponed [sys] right [usr] it for [sys] bear [usr] today [sys] with me a few [usr] but [sys] seconds [usr] i missed the call ok [sys] ok i'll have to give you a call back i'll have to talk to the local office and get this booked in again unfortunately i won't be able to reschedule this as it's a as as it's a recall job bear with me a second i'm just gonna record your phone number here it is the one ending with [pii] [usr] all [sys] [pii] [usr] right ok [sys] hello [usr] one ticket [sys] ok perfect give me give me two seconds i'm gonna give you a call back all right alright thank you [usr] it is ending with [pii] all right thank you

2Chase Call

[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 through gas speaking how can i help [usr] hi there i've got we've got an appointment booked for today i just wondered if you could give me an update on when the when the driver would be here please [sys] is it home care under home care or a chargeable job [usr] yes well i think it it's not home care it's chargeable job [sys] ok i mean we don't give time i can check on the appointment for you what's [usr] it [sys] this [usr] was [sys] code [usr] more bravo hotel 25 7 november juliet [sys] and the address please [usr] [pii] [sys] and what name is it [usr] it's under [pii] my wife [sys] just having a look now [usr] thanks [sys] definitely booked in as the morning call for you it'll be with you before one [usr] ok that's fine all right thank you cheers [sys] ok take [usr] thanks [sys] care [usr] bye [sys] bye [usr] bye [sys] now bye

2Chase Call

[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 d.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 day my name is [pii] how can i help [usr] hi i had a someone come out to look at my property a week or ago and i've called up twice to get the work booked and nobody has turned up at the property yet [sys] i do [usr] or [sys] apologize [usr] contacted [sys] just [usr] the [sys] bear with me bear with me a quick second what is the postcode to your property please [usr] yes it's [pii] and then [pii] [pii] [sys] and the first line of the [usr] [pii] [sys] and there's nobody call you back [usr] no well no one called me i got the report through for 40 quid and they said if i went ahead the 50 quid came off and i said yes i want to go ahead and they said they'd contact the tenants and then they didn't and then i called up again a good few days ago now and they said yep yep no we're gonna call and get that all booked in and they still haven't had anyone come round [sys] i do apologize for that did you speak to the local office to the best of your knowledge [usr] i think it was but [sys] i'm [usr] i'm [sys] gonna [usr] not [sys] give [usr] sure [sys] you [usr] someone gave me a call and then i gave gave a call back [sys] i'm gonna give you a number to call this is the local office itself because it still shows that it's been scheduled but they should have rang you by now the job itself hasn't even been closed down [usr] at the what [sys] i [usr] the [sys] said [usr] job [sys] the job [usr] is being [sys] itself [usr] closed [sys] hasn't been hasn't been closed down which [usr] ok [sys] closes me back still active [usr] ok [sys] do you have [usr] can you give me the number [sys] yes [usr] i'm [sys] it's is [usr] just gonna [sys] it [usr] put you on speaker phone for a sec that i can [sys] nn [usr] hear it and [sys] not [usr] do that [sys] a problem [usr] because i'm out [sys] at all [usr] of it hold on [sys] sure [usr] ok right what's the number please [sys] it's [pii] [pii] [usr] hold on sorry [sys] sure [usr] it's hold on [pii] [sys] yep [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok i'll give them a call now thank [sys] all right [usr] you [sys] no problem [usr] thanks [sys] cheers thank [usr] bye [sys] you bye bye

2Chase Call

[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 you've been down you speaking of [usr] hi i called about 5 10 minutes ago to see if someone can come out i've just received a message saying someone's coming out today [sys] you just [usr] i've just received a message from saying thank you for booking your dino appointment has been booked we'll be with you as soon as possible my question is are they coming today and what are the charges [sys] right can i please take your postcode [usr] do you want the reference number [sys] that will do yes thank you that's great [usr] delta yankee whiskey oscar [pii] [sys] [pii] [usr] [pii] [sys] 03 thank you your name is please [usr] my name is [pii] [sys] and which which address are they come to [usr] [pii] [sys] ok all right you had a call you you've just booked it it's been booked for tomorrow the 22nd between eight and six is that what the text says [usr] no the text does not say that [sys] ok on the system it's booked for the 22nd between 8 a.m. and 6 p.m. [usr] ok and what are the charges [sys] just bear with me it's a block to drain to unblock when is it the 22nd between eight and six you booked it between eight and 6 p.m. it starts at 100 and £70 and you would need to pay the engineer on completion of the job by cash or card [usr] ok [sys] well it starts from from then [usr] yes [sys] sorry you're a commercial customer sorry the engineer will will give you a call when they're arriving but they usually come and did you request it for tomorrow [usr] i requested for today if possible because [sys] right [usr] with [sys] ok [usr] the whole shop is flooding cos the drain is noted for the rain but [sys] all right ok well usually they usually sorry i didn't realize you were a commercial customer my apologies they usually try and attend on the same day but they will give you a call whenever they're due to attend the engineers usually give you a call probably about 20 or thir 20 to 30 minutes before they arrive [usr] ok [sys] ok [usr] that's absolutely [sys] are you at the property now are you at [usr] i'm [sys] there [usr] not [sys] now [usr] at the property but i got staff in the property [sys] your staff in the property if they ring if they i'm just asking if they're due to they can attend tonight and they ring the number ending [pii] that's your number they'll [usr] that's [sys] be able [usr] my [sys] to [usr] number yes do you [sys] ok [usr] if it's tonight [sys] ok [usr] do what time you're roughly staying tonight would it [sys] well [usr] be after [sys] i'm not quite [usr] midnight [sys] they they no not no not after midnight they do work up to midnight but they will give you a call prior to arrival [usr] ok [sys] about 20 to 30 minutes [usr] all right that's fine then [sys] all right then ok then thank you thanks [usr] thank [sys] for your [usr] you very [sys] call [usr] much cheers [sys] all right [usr] bye [sys] [pii] you're [usr] bye [sys] welcome bye bye

2Chase Call

[sys] good afternoon how may i help [usr] hi i was speaking with a colleague of yours earlier on [pii] [sys] right [usr] he was called and we were arranging he'd sent me a quote and i emailed him back to say we were fine with [sys] right [usr] that and then he emailed back saying what day would be best and i got back to him to see i was working from home all [sys] ok [usr] week but i was out of the house i i collect my little boy from school and i take the dog for a walk i just wouldn't want somebody arriving between 2.5 3 and then i haven't heard anything back [sys] are you [usr] i just thought i would chase it [sys] he's [usr] up [sys] in [usr] to [sys] a meeting [usr] see [sys] at the moment that's probably why he hasn't [usr] right [sys] could you give me your name and i'll as soon as he comes out i'll let him know that you've you've been on [usr] great thank [sys] ok [usr] you it's just i'm desperate to get it sorted [sys] ok [usr] out that is it the name did you ask [sys] your [usr] for [sys] name [usr] sorry [sys] please [usr] it's [pii] but it's probably under my husband's name [pii] [sys] right and your postcode [usr] [pii] [pii] hq [sys] he will hq and you after a date [usr] i'm just after which he says he's gonna try and get it done next week i was just gonna ask him which day [sys] ok no problem i'll i'll pass on as soon as he comes out ok [usr] lovely thanks [sys] thank [usr] thanks [sys] you bye now [usr] then bye bye

2Chase Call

[usr] more than 12 billion [sys] thank [usr] worldwide [sys] you for calling dino [usr] but also [sys] 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 [usr] no [sys] please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to how can i help [usr] hi i'm expecting an engineer i was told he would turn up between half past between eight and 9 30 the no engineer [sys] bless your false god [usr] iv 170 xj [sys] and first line of address [usr] [pii] [sys] after you booked it in did somebody get in contact with you [usr] well we booked it on saturday [sys] you called in on saturday and booked in with us that's [usr] yes [sys] fine no worries i'm not sure who told you it's between eight and nine we never do that such such a short moment [usr] well they told my partner on saturday it will be monday between eight and 9 [sys] ok [usr] 30 [sys] that's strange it's between eight and six the engineer will give you a call when they're roughly half an hour away i can see an engineer scheduled out for you by the name of [pii] and it says roughly between 11 and 12 when you can expect it for [usr] well i it would have been nice to know that i've been sitting around waiting all morning no nobody said anything [sys] they [usr] between [sys] told you [usr] eight [sys] between [usr] and [sys] 8.5 [usr] six [sys] 9 [usr] i've got other appointment i've got appointments nobody told nobody told [sys] ok [usr] us [sys] do you want me to cancel this one and reschedule it [usr] well i've got appointments tomorrow as well i've got appointments on wednesday i've got appointments on thursday i've got appointments [sys] do you want me to [usr] on [sys] cancel [usr] friday [sys] this one then [usr] well we've got a blockage in our drain which we've been suffering for from for three days i can't do anything i can't do any washing can't flush any toilets cos we've got a blockage in the drain you apparently a 24 [sys] that's [usr] hour service [sys] true [usr] well [sys] with [usr] i've been [sys] all [usr] waiting [sys] due respect [usr] 72 hours [sys] you don't have a membership with us anything that we owe you we're coming to you or we're coming to you as an on demand i'm [usr] we [sys] not [usr] didn't [sys] saying that you do [usr] we had to have a membership [sys] but [usr] nobody [sys] it's [usr] said [sys] it's [usr] anything [sys] not exactly a privilege if you're coming out to you as under demand your box just to come in for a certain day certain time upon our availability not your availability does that make sense [usr] ohh well pardon me for not being available [sys] i said around 11 [usr] is he [sys] or 12 [usr] due to [sys] i show [usr] between [sys] in the system [usr] 11 and 12 [sys] but it can be between any time of 8 a.m. [usr] around [sys] until 6 p.m. at the latest he'll give you a call when he's half an hour away i do apologize to have not explained that to you [usr] nobody [sys] but [usr] explained [sys] i'm telling you [usr] that [sys] know [usr] nobody explained that right well thank you for your kindness [sys] i'll [usr] let [sys] get [usr] me [sys] you through [usr] how [sys] to the local [usr] far [sys] office [usr] away is [sys] and [usr] he [sys] they'll be able to tell you exactly where what he is and how many jobs he's got before [usr] did you [sys] you [usr] say [sys] is would that be ok no problem hold the line [usr] ok that'd be great thank you [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by about an existing job press one or for a new inquiry please press two whether you how can i help you no we cover [pii] [usr] hi are you the local [sys] and [usr] for the highlands [sys] [pii] thanks [usr] right [sys] where [usr] i'm north [sys] about [usr] of [pii] [sys] are you [usr] your main office has just put me through to you apparently you're the local office [sys] 10 [usr] i'm trying to just [sys] no [usr] north [sys] that [usr] of [sys] would be too [usr] ness [sys] far for us [usr] 20 miles north of [pii] [sys] it means that if you wouldn't be able to attend [usr] what [sys] you would [usr] does [sys] need [usr] that [sys] to get [usr] mean [sys] another company [usr] i'm not getting an engineer [sys] right what's your post [usr] right [sys] code [usr] even though we've been told twice that an engineer is turning up today you were [sys] right [usr] not gonna [sys] just [usr] get one [sys] bear with me and you've got a booking for today [usr] iv 170 xj [sys] right just bear with me what your put your address [usr] well this was booked on saturday we tried get [sys] you [usr] an engineer [sys] are in [usr] out [sys] for [usr] on [sys] today [usr] saturday [sys] but we weren't told that you were as far [usr] helms [sys] out as [usr] dale [sys] that [usr] cottage [sys] we thought you were in [usr] ok have you [sys] right you are on for today yes [usr] well i'm only a mile away [sys] i can't [usr] from [sys] give you a time it's an old appointment we are extremely busy and it's a vast area that they have to [usr] what [sys] cover [usr] time [sys] the engineer [usr] have you any [sys] will give [usr] idea [sys] you a call when he's on his way to you right i don't know [usr] well [sys] who [usr] i was just [sys] you've spoken [usr] told between [sys] to with our national call center [usr] 11 [sys] they don't know [usr] and 12 [sys] what the engineers [usr] you're telling [sys] have [usr] me [sys] booked [usr] you've no [sys] in [usr] idea [sys] it's booked in as an audi appointment which is any time between now and six all right well i'm sorry [usr] we [sys] because [usr] were never [sys] you've had [usr] told [sys] different [usr] that we were told [sys] stories [usr] between eight [sys] from different [usr] and 9 [sys] the [usr] 30 [sys] the call [usr] this [sys] center [usr] morning [sys] right you are booked in and for today [usr] well [sys] and the [usr] you're [sys] engineer [usr] the [sys] will [usr] fourth [sys] give you a call [usr] different [sys] back [usr] story [sys] well i'm sorry miss english but [usr] but i've got appointments nobody i i've made appointments for this afternoon i've [sys] right [usr] got a 99 [sys] i spoke to your husband [usr] old mother [sys] this morning [usr] that [sys] and your [usr] i need [sys] husband [usr] to go [sys] said [usr] and see [sys] that you were going to be on the property [usr] explained [sys] all day [usr] this nobody and [sys] all our calls are recorded mrs [usr] no [sys] [pii] [usr] he didn't [sys] i [usr] because [sys] spoke [usr] i'd go out [sys] to your [usr] on [sys] husband [usr] a monday [sys] this morning [usr] afternoon [sys] he says [usr] every [sys] that you would [usr] afternoon [sys] be in the property [usr] to go and visit my mum [sys] sorry i just presumed [usr] i'm [sys] because [usr] not missus [sys] it [usr] [pii] [sys] was [usr] i haven't [sys] right [usr] got a husband [sys] well i can't give you a time i'm afraid please don't [usr] no [sys] shout at [usr] i'm not [sys] me i'm [usr] going [sys] trying [usr] to be [sys] to explain [usr] all day [sys] to you i can't give you a time [usr] it we were [sys] you [usr] told [sys] are [usr] between eight and 9 30 this morning i'm not shouting at you [sys] as i've [usr] but [sys] just [usr] we [sys] explained [usr] were told between [sys] to you [usr] eight [sys] that's [usr] and [sys] a national [usr] 9 [sys] call [usr] 30 [sys] center that's given [usr] on [sys] you [usr] saturday [sys] these times we [usr] we [sys] can't [usr] were told [sys] give you [usr] between [sys] times [usr] eight [sys] that [usr] and 9 [sys] yes [usr] 30 [sys] they are [usr] this morning [sys] i can only apologize about that [usr] well they give misleading information it's not very good is it well you can do more than that you shouldn't say i can only apologize that [sys] well [usr] gives [sys] that is [usr] very [sys] all [usr] misleading [sys] i can do i can't do anything else besides [usr] information [sys] that apart from apologize [usr] only apologize [sys] and it will be [usr] can [sys] an all day [usr] not [sys] appointment [usr] do anything else [sys] i don't [usr] besides apologize [sys] know we have not got a time for you we don't we don't know [usr] when is your [sys] cos [usr] engineer [sys] as i explained to [usr] but [sys] you it's a vast [usr] you have no [sys] area and [usr] idea [sys] he doesn't know how [usr] at [sys] long [usr] all [sys] he's gonna be on jobs he doesn't know how much [usr] right [sys] i'm afraid if you wish [usr] it's [sys] our [usr] 24 [sys] engineer to call [usr] hours but [sys] that's [usr] we've got to wait 72 [sys] what they it will be i'm afraid

2Chase Call

[sys] thank you for calling dino rod partners 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 we record calls for quality and training purposes good afternoon you're through to [pii] in the british gas services team how can i help you today [usr] that is dino rod isn't it [sys] no i'm in british gas but no job fix it up hello [usr] i just well i i've i've i dialed dino rod [sys] right just a moment can i get your name please [usr] well are you not [pii] [sys] i can book download jobs and i can if [usr] but [sys] you've [usr] i mean [sys] got cover [usr] they're they're they're [sys] with british [usr] supposed [sys] gas [usr] to be coming [sys] for it [usr] to me and i'm just trying to check out why the person who's coming hasn't arrived [sys] i see can i get your name please [usr] it's [pii] [sys] thank you just a moment and can you confirm the address that [usr] [pii] [sys] you're at please that's great ok thank you very much just gonna see if i can update you on what's going on with this job right it's i can see it's booked in for today you said [usr] yes i i phoned once already and i've been told that this some somebody called [pii] has been held up on a job no sorry [pii] but i mean the job i he was booked to be here between eight and one well i phoned at about 20 past 12 and i was told that he'd been held up on the job but he was definitely coming and it's now 5 to 3 [sys] right let's have a look just looking at that job for you ok won't be long i'm sorry that they're they're late though [usr] well as long as he comes because it's got it's late now i [sys] ok it looks there's an estimated arrival time of in the next hour or two [usr] what [sys] but [usr] from now [sys] but i'll [usr] right [sys] just give the engineer a ring see if they've got any more information [usr] they i can't understand because i dialed the number for dino rod and you say that you're british gas [sys] yes but i have limited access to the booking system that [pii] uses because [usr] but i [sys] you [usr] thought [sys] have [usr] i'd dialed dino rod [sys] i see would you the number for diner rod for future reference [usr] hold on a minute i've got a pen [sys] ok [usr] i thought that's what i had dialed [sys] right [usr] right can you yes can you give it to me [sys] it's 01603 [usr] 01 [sys] 603 [usr] 603 [sys] seven double two [usr] seven double two [sys] 52 [usr] 592 that's [pii] right thank you [sys] i'm just gonna give the engineer a quick ring ok and see if we got an update for you ok thank you just hold on the line [usr] right ok [sys] i the the phone did not ring through it's probably because the engineers are stuck on the job at the moment which would explain the delay they might be stuck on a job that ends up being more complicated than first anticipated [usr] well they must have been on it for ages hours [sys] it seems it just a moment but on the job itself it says estimated arrival time will be by 10 to 5 [usr] 10 to 5 right [sys] in the next hour or two [usr] well i hope it will be before that saturday it it could be nearly five o'clock [sys] do you [usr] right [sys] want me to call the local office for you [usr] no no no that's all right it should be nearly ohh it should be nearly five o'clock right well at least i know cos i'm sat here wondering what on earth's going on [sys] i'm sorry for the delay though it's it's not something that they would have anticipated but apologies that you're waiting long for this job [usr] right ok cos i mean he he must have been on it all day or something [sys] i [usr] are [sys] don't [usr] you still [sys] think [usr] there [sys] you would be be working on a job for this long way of choice but it must [usr] no [sys] be really complicated [usr] i'm sure he isn't no right ok then [sys] sorry about that [usr] right thank you bye [sys] have a good day bye

2Chase Call

[sys] thank you for calling dino [pii] partnered with british gas 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 [usr] what i can't hear you with this running in my ear [sys] looking for our latest energy hive and new boiler offers search british gas offers online or ask us today [usr] i don't blame you [sys] 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 at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too [usr] my aunt bloody i don't know what's happening [sys] got a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills [usr] i'm not paying to have nothing done well that one under the stair and then [sys] think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit [usr] how long have i got to be on this bloody phone [sys] it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date good evening you're through to british gas [pii] speaking how can i help [usr] well we booked through dino rod to have our leak done we were using 11 l of water an hour day and night yesterday the men came out and i gave them £1980 and i have got a leak i've got the water all the pipeworks are still all wet and dripping in my kitchen you couldn't tell me what i can do because i i can't afford to pay out any more money when i've paid to have it put right [sys] no definitely you shouldn't be you shouldn't need to pay again there for some reason you've come through to a british gas out of hours number [usr] 00 [sys] but with [usr] what what do what [sys] this [usr] do i do [sys] one it was a one off repair that was a one off one off job done with dino is that right [usr] that was with d [sys] that's fine what i'll do i'll take the postcode and i'll i'll find you the number for the local office they are gonna be they are gonna be closed now [usr] i know i can phone them tomorrow what about nine o'clock you find [sys] not [usr] out then i do my you want [sys] what's [usr] my [sys] what's your [usr] nnr [sys] postal code [usr] nr [pii] [sys] that's perfect thank you and and the address [usr] [pii] [pii] speaks forth and i i am [pii] [sys] that's perfect thank you [usr] i'm [sys] i guess [usr] sorry [sys] from from [usr] it would be [sys] no it's ok no don't apologize that's exactly why why we're here there don't apologize yes i can i can i can see the num i can see the the details there from the visit there as you mentioned yesterday [usr] they did it yesterday and they didn't leave till half past four but my son now phoned me up and he said mum have you checked if you've got any leaks i said well well no they should have done the job right but there is leak there is [sys] no definitely no definitely if you give this number a ring tomorrow they should be able to help you with that [usr] right [sys] you [usr] what [sys] got [usr] is [sys] a [usr] that [sys] pan of [usr] i got [sys] yep [usr] a pen [sys] the number that is 01603 [usr] 01603 [sys] 722 [usr] seven double two [sys] 592 [usr] 59 sorry [sys] [pii] at the end [usr] and [pii] it's [pii] double 2592 [sys] that's the one and the leading but they're [pii] [usr] well we [sys] hm [usr] i'd [sys] what [usr] to thank you for your help tonight but i won't have to pay no more money will i [sys] to be honest i said if if if it is i said from what i understood from what you've just explained that they've done a one off job for you and then obviously there's a leak from the job they've completed i don't see why they should charge you but give them a ring ok hopefully they'll be able to help you with that [usr] i'm i'm sorry i've i've phoned the wrong number [sys] no not at all not at all i said because i think because they closed you've probably just been redirected to this number but if [usr] no [sys] you give [usr] that's [sys] them a re [usr] ok [sys] if you give them a tomorrow then they should be able to have a look at that for you [usr] thank you very much you're very [sys] in [usr] kind [sys] in in terms of the leak i guess it's some the containable leak that you have it's not [usr] well [sys] it's not [usr] i [sys] water [usr] i really [sys] flood in the house [usr] can't [sys] or anything that [usr] and i mean 1980 is a lot of money if it's not working [sys] no definitely quite a lot of money there i'm sure they'll be able to sort that out for you but give them a call [usr] thank you very much bye bye [sys] thanks for your call take care bye [usr] bye he said

2Chase Call

[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 plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] at dino how [usr] i [sys] can [usr] shall [sys] i help [usr] be [pii] christmas [sys] [pii] christmas [usr] i'm just phoning to see have you any idea what time the engineer will be out at [pii] for my leak [sys] what [usr] in the [sys] one [usr] bathroom which is coming through the ceiling in the kitchen [sys] let me have a look what's your postcode [usr] it's [pii] i've got two kids you see i did explain to the fella last night he said i've got two grandsons six and four we've got no water no heating cos i've had to it's got to be turned [sys] ok [usr] off [sys] let me have a look what's your postcode [usr] [pii] [sys] [pii] there we go [usr] [pii] and [pii] [sys] let me pull the details up let me find out what's going on [usr] thank you [sys] but right and what's the first line of your address [usr] [pii] [sys] and your full name have you got british gas home care cover [usr] i have [sys] right let me put you through to the right team one moment [usr] thank you let me just watch your back there [sys] good morning you're speaking to [pii] at british gas how can i help [usr] hi [pii] it's [pii] i rung last night with regards to the leak from the bathroom coming down through the ceiling and they said somebody co couldn't come out last night cos they don't work after six o'clock cos it was about eight o'clock i think the the the children had they'd all had the bath and showers and then it was pouring through them the kitch the kitchen ceiling he said he put it down for this morning but we've had no water all night no heating i did explain to the guy that i've got a six year old and a four year old grandson and he's we've had to isolate turn the water off because it's you can't we couldn't have it on we've had no proper toilet using buckets [sys] right ok ma'am what's your name [usr] it's [pii] i'm just wondering what time i know it's christmas day but what time's someone coming out [sys] let me just check that for you what's the name that's on the account [usr] it's mine [pii] do you want the reference number [sys] alright [usr] you gave me [sys] go ahead [usr] one minute god it is dy wo three wo 3724612 i spoke and it was [pii] si spoke to last night [sys] right ok can i just confirm the address and postcode [usr] it's [pii] and that's [pii] [sys] perfect thank you and your date of birth [usr] it's the 20th of 768 [sys] right let me just check this for you [usr] hold on i'm just on the phone [sys] all right ma'am it's booked in as an emergency appointment from the time it was booked i can see that the engineer will be with you sometime between now and one o'clock today [usr] now i'm one o'clock do i i find this bizarre i've got two kids here six and four told to turn the water off to isolate the leak which we've done and you're saying it's 20 past seven now i rung last night at eight o'clock just after eight o'clock i don't know how you'd expect us to function with no water no heating with two small [sys] no [usr] children in the property [sys] and i i see where you're coming from mam these are the emergency slots though these are as soon as we can get out to you it doesn't i'm not saying it's going to be at one o'clock it could be in the next hour or i'm just saying that's the slot it'll be some time in that time period [usr] but have you any idea what [sys] ok [usr] time someone's gonna come you must have a work list of how many you've got on [sys] i i we don't it doesn't show us that unfortunately ma'am but he'll give you a call when he's on the way to you he'll give you some notice [usr] well it's it's i'm not bothered about the notice love because where where do you think we'd be we'd be going my concern is i've got two kids here and no bloody water and no heating and we haven't had since last [sys] i [usr] night since they said to isolate it which we have no proper toilet there's five people in the house three adults and two children [sys] i'm i'm really sorry ma'am i wish there was something more i could do i can just say that he's he's he'll be with you today [usr] it's ridiculous absolutely ridiculous i've never heard such nonsense i'm gonna put in such a biggest complaint i really am cos i find that hard bizarre that i was told just to isolate the the the the the lef which i've done and that leaving us then with no heating and no water with two small children my daughter's asthmatic and that's it you just left paying all this money for what [sys] we have put you down as the highest priority that we've got ma'am it's [usr] well [sys] it's [usr] obviously [sys] an emergency [usr] not then love because you don't even know what time anyone's coming come eight o'clock this morning that'll be 12 hours that we had no water no heating in this day and age it's ridiculous [sys] i'm really sorry i can't tell you more i just know that it's booked in for you [usr] right that's great and your name is [sys] it's [pii] [usr] [pii] ok then [pii] thank you [sys] right thank you ma'am [usr] bye [sys] bye

2Chase Call

[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 [usr] i don't want [sys] visit [usr] to [sys] dino.com for details [usr] ok [sys] 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] hiya i just made an appointment online yesterday but i'd just to cancel it if that's all right please [sys] sure can i take the postcode please [usr] yes [pii] [sys] yep and the first line of your address please [usr] [pii] [sys] miss [pii] [usr] yep [sys] no problem thanks for letting us know but that's all been canceled [usr] all right thank you [sys] all right bye bye [usr] thanks bye

2Chase Call

[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 the current wait time is approximately six minutes 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 hiver 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 at british gas we're making energy prices more printable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too on a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quick and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today i'm one of the solvers in this department how may i help [usr] hi i wonder if you can i'm chasing some documents regarding a recent home care appointment that we had [sys] ok just to confirm would this be for plumbing and drains or boiler [usr] it was [sys] ok [usr] plumbing [sys] let me have a quick look into this for you please spare me one moment [usr] thank you [sys] to apologize [usr] that's ok [sys] are you able to perhaps provide me with your first and last name please [usr] yes on the home care it would be [pii] [pii] [pii] er [sys] ok [usr] for the last name [sys] do you perhaps have a [pii] number ok [usr] i do [sys] sorry [usr] yes [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok please bear me one moment ok are you able [usr] thank [sys] to [usr] you [sys] perhaps just confirm the first and last name for me excellent [usr] ohh [sys] please [usr] moor [sys] confirm [usr] look [sys] the full address including postcode [usr] er [pii] [sys] excellent please give me one moment ok it's just loading up for me now [usr] thank you [sys] do apologize for the awkward silence [usr] no that's ok i was gonna say the the appointment that we had [sys] thank [usr] was [sys] you [usr] [pii] that attended they attended on the fifth of the ninth last tuesday i did phone up earlier in the week and was told i would have a call back by tuesday regarding the documents but i haven't heard anything back and it's quite urgent that we see what the issue was at the property now to see if it's fixed or if we need to [sys] sure [usr] do any [sys] not [usr] more [sys] to worry [usr] to fix the [sys] this would just be definitely a chase up for the documents of the job ok and you mentioned that was for [pii] is that correct [usr] that's correct [sys] are you able to perhaps just provide me with either email address or contact number no [usr] the email address should be [pii] [sys] excellent thank you much please bear me one moment would it be possible just to pop you on a brief hold i'll try to be as quick as i can [usr] yes [sys] thank [usr] that's [sys] you [usr] 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 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 if you're moving home did you can now change all your details online any time of day or night wherever you are to save yourself a call we can create a password for you and your engineer they're definitely who they say they are if you one just ask and we'll sort it for you if your boiler and heating are working at their best you'll save money on your heating bills a central heating filter is likely to help you can ask your engineer if you've got one coming and they'll give you an idea of what it will cost ask your advisor or one of our engineers about getting a carbon monoxide alarm fitted if you haven't got one you can't see taste or smell carbon monoxide the gas safety council recommends you keep safe by getting all your gas appliances serviced every year and to have a carbon monoxide alarm in every room with a gas appliance if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit if you're worried your boiler has seen better days and you're a home care customer you can get a discount on a new one as long as your agreement covers your boiler and central heating just ask your agent about it if you want to make your central heating system better and more efficient to help save you money we can help it might surprise you to know we do things replace radiators with newer models and offer a range of things to make your system run better such as power flush to clear sludge these improvements aren't included in your home care agreement but they'll make your heating work better and help save you money 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 with hive active heating you can control your heating from your mobile tablet or laptop wherever you are whenever you want and if you have a hot water tank you can control your hot water too to find out more just go online to hive home dot com or ask your engineer on your next visit if you have home care cover for your boiler and it breaks down but we can't repair it we'll replace it if it's less than seven years old whether we installed it or not if it's between seven and 10 years old we'll replace it as long as we installed it and it has been covered by us ever since if you buy a new boiler from us did it now comes with a new five year warranty to find out more go to british gas dot co dot uk or ask the engineer [usr] shit [sys] on your next home visit did that if you rent out your home have a lodger or own a holiday let you need to get a gas safety certificate if you'd more information please just ask to speak to our landlord department or call again any time and select the landlord option boiler iq is a really clever way to be right on top of a boiler problem it's available for just £3 a month if you've got an eligible worcester bosch boiler then if your boiler suddenly stops producing heat or hot water boiler iq will alert us we can let and help get things back to normal as quickly as possible how good is that to find out more just ask your engineer next time they visit or ask your advisor it's quicker and easier for you to get through to us if you're able to call us from a number we've got for you check we've got all your contact details and tell your agent if you've changed any that way we can serve you better here's a couple of easy ways you can stop your pipes freezing when it gets really cold the best one is to wrap insulation materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got condensing boiler you can have something called a consulate fitted this is an insulated pipe that stops your boiler waste pipe from freezing one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thank you much for holding i do apologize for the long wait i've just spoken to the relevant team and i have provided your email address you will be receiving [usr] no [sys] the report shortly once again i do apologize for the long wait but thank [usr] ohh [sys] you ever [usr] brilliant [sys] much for the patience [usr] that's great [sys] at least [usr] thank [sys] now we know that [usr] much [sys] the report would be coming your way [usr] brilliant [sys] that [usr] and [sys] is correct but [usr] will [sys] if [usr] definitely [sys] it is [usr] come [sys] that you [usr] but if [sys] could [usr] it doesn't shall i just ring [sys] perhaps [usr] back on this [sys] just [usr] number [sys] check [usr] again [sys] your junk and spam folder as well but i can confirm i've just spoken to the agent and they said that they are going to be sending it through as soon as [usr] of [sys] the call [usr] course [sys] ends you should receive it say in the next in the next couple of minutes all right you take care bye [usr] brilliant that's great thank you much thank you thank you bye

2Chase Call

[sys] thank you for calling dino rod partners with british gas [usr] yes sir [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 [usr] bye [sys] or if you have [usr] i won [sys] did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] unbearably that you're [sys] record calls for quality and training purposes [usr] you [sys] good morning you're through to you're talking to [pii] how can i help you [usr] good morning to you my name is [pii] i'm still waiting for down our road to come down to give me the service of my of my toilet [sys] ok what's the postcode sir thank you [usr] [pii] [sys] thank you and the first [usr] what [sys] the [usr] what [sys] first line of the address [usr] do you [sys] thank you [usr] [pii] they came in your product came in last week and say that they had to order [sys] ok [usr] the spare parts [sys] sorry sir you you need to slow down i can't get you what's the post code again [usr] [pii] [sys] thank you i've got it right ok wait me a minute and what's your name [usr] was sad [pii] [pii] [sys] and [usr] and [sys] what's [usr] [pii] [sys] the address [usr] [pii] [pii] we [sys] well [usr] don't [sys] we've not [usr] come [sys] got any right can you just say is is could it be under another name [usr] right no it's under my name la [sys] right [usr] [pii] [sys] sorry right we've got it sorry mister [pii] we've got it under mister [pii] that's all we've got ok ok [usr] ok [sys] no no problem sir [usr] ok [sys] no problem i'll check it out now right someone came on the 26th of september and you've been waiting for job carried over right i'm just reading the notes here upstairs toilet not flushing away properly old style toilet needs a new cynic aspirator customer is elderly with the terminal we'll order part two office as and we can as soon as possible ok what i'm gonna do sorry about this mister i work in in the [pii] office i'm gonna put you through to the office in [pii] and see if they've got an update they have ordered the parts but it doesn't say whether they've come yet i'll i'll i'll try and [usr] thank you for your help [sys] no [usr] you [sys] problem [usr] you're [sys] sir [usr] very [sys] at all [usr] kind [sys] just [usr] thank [sys] hang [usr] you [sys] on one minute ok i'll try and i'll keep on the line ok thank you no problem [usr] thank thank you until we have the tools i just saw [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers

2Chase Call

[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 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 whatever the plum we'll send an expert dino engineer to your home to provide a free no obligation quote [usr] what what my darling [sys] dino offers a fast reliable service you can trust with fixed prices and no cloud charges you can rely on us to get the job done it's really easy to book appointments online just visit dino dot [usr] it's [sys] com [usr] not easy to book them on the phone yes just stafford [sys] dino is one of the uk's leading plumbing and drain sources 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 [usr] well they're not available here [sys] whatever the problem we'll send an expert dino engineer to your home to provide with no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done it's really easy to book appointments online just visit dino dot com 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 whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote it's at how can i help [usr] er well i hope you can help because i was on the phone half an hour ago to complain that i booked for somebody to come between eight and one and nobody arrived then i was given a phone number to ring the person who was supposed to be coming called [pii] and i rang the the er number several times and each time got through to vodafone not through to [pii] [sys] let's [usr] can [sys] have [usr] you [sys] a look [usr] help [sys] is this [usr] me [sys] booked [usr] please [sys] under a home care policy or is it a chargeable repair ok [usr] chargeable [sys] can i take [usr] repair [sys] your postcode [usr] i booked on friday i booked i [sys] ok [usr] last [sys] let's have a look can i take your post code please [usr] [pii] [sys] and the first line of the address [usr] [pii] [pii] [sys] and your name as well [usr] [pii] a very [sys] ok [usr] angry [pii] [sys] have a look er it looks he's on his way over to you now [usr] and not be full time [sys] no it

2Chase Call

[sys] thank you for calling dino rod partners with british gas [usr] ok [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 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 evening air speaking how can i help you [usr] hi there this is [pii] calling from first property services is it possible to pass you over a job please for no water on site [sys] no it is i want to do now i wanted to transfer you over to one of my colleagues and they can assist you if that's ok [usr] thank you [sys] ohh really good evening you're through to my name is how can i help you today [usr] hi there this is [pii] calling from first port property services out of ours is it possible to pass you over a job please for no hot water in the whole property [sys] what's the postcode please [usr] that's [pii] [pii] [sys] and the first line of the address [usr] that should be [pii] [sys] what do i remember [usr] [pii] [sys] [pii] [pii] ok one second just bear me it's a domestic property and can i take a contact name and telephone number please [usr] if it can be contacted through a pillow for access [sys] a pillow [usr] yes [sys] and the telephone number [usr] that's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] water at the property [usr] sorry [sys] no hot water at the property [usr] there is no hot water in the whole building or cold hot or cold there are several bungalows within the grounds they have they do have water but just no hot water no water in that property sorry [sys] no water or no hot water [usr] no water coming into the property [sys] he's a customer vulnerable to he said it bungalows [usr] yes because it's for a retirement division [sys] ok what what customer may be vulnerable [usr] yes [sys] do you have a purchase order number for me [usr] yep that's 75 6040 [sys] 6040 and can i take the manual [usr] yes [sys] and can i take your telephone number please [usr] yep just give me one sec that's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] let me just check this and when when did you want us to go out [usr] would it be can it be within a four hour lead time please [sys] i can book it in for that if not it will be first thing in the morning because i said we woke up until 12 o'clock there's only three hours left on that is that ok [usr] that's absolutely fine that's absolutely fine [sys] if not we'll look to go out first thing in the morning one second [usr] yes please [sys] perfect that's on the system for you ok do you want the dy [usr] ok [sys] reference number [usr] yes please what [sys] dywo [usr] the reference number dywo [sys] 345 [usr] sorry did you say 345 [sys] correct 108 [usr] 108 thank you [sys] cheers take care bye [usr] cheers bye

2Chase Call

[sys] hello [pii] [usr] hello good afternoon i'm just ringing with regard to the fact that i i paid [pii] bill over the phone one of your colleagues rang me on the first of september and she said that she would send me the invoice online that i've got the usual three months protection i haven't heard anything with regard to that i haven't received the email to say that i've paid that bill [sys] what's the post code [usr] it's [pii] that's [pii] it was [pii] who rang me to get the bill paid [sys] and what's the first line of the address [usr] [pii] it was paid with a barclay card ending [pii] on the first of september [sys] what was the total amount [usr] it was £90 [sys] we all do [usr] i've been looking at my emails each day and it accepted today it hasn't arrived i thought i should bring you about it [sys] just having a look for you not he calling this morning five just bear with me two seconds [usr] that's alright [sys] we are sorry to keep you waiting a member of our team will be with you very shortly thank you we are sorry to keep you waiting a member of our team will be with you very shortly thank you we are sorry to keep you waiting a member of our team will be with you very shortly thank you we are sorry to keep you waiting a member of our team will be with you very shortly thank you we are sorry to keep you waiting a member of our team will be with you very shortly thank you we are sorry to keep you waiting a member of our team will be with you very shortly thank you we are sorry to keep you waiting a member of our team will be with you very shortly thank you we are sorry to keep you waiting a member of our team will be with you very shortly hi apologies for the hold [usr] that's right ok [sys] can i take your email address please [usr] yes it's a b [pii] and that's [pii] [sys] a [pii] [usr] [pii] [pii] which is [pii] [sys] i and talk to bye [usr] i did give it to [pii] she'd already got it in fact [sys] ok i'm just getting that sent over to you now if it doesn't reach your inbox just check check your spam or your junk [usr] yes i know obviously it didn't get sent [sys] i'm not sure because i can't see [pii] emails [usr] right anyway you're sending it now that's the main thing thank you [sys] i'm sending it over now [usr] and your name is [sys] [pii] [usr] thanks [pii] for your help today [sys] no [usr] i look [sys] problem [usr] forward to receiving that thank you [sys] thanks [usr] bye [sys] bye [usr] bye [sys] bye

2Chase Call

[sys] welcome to dino [usr] you star [sys] rod thames valley region please note all calls are recorded for training and monitoring purposes please choose from the following options press option one to book a job it's two for accounts and option three for anything else welcome to diner thames valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 days a year assistance and provide how can i help [usr] hi is that [pii] [sys] no it's [pii] who who's [usr] hi is [sys] calling [usr] it's sorry it's [pii] from [pii] [sys] right she's just the she's in but she's just left her desk for a minute [usr] ok [sys] do you want me to get her to call you [usr] i'll tell you what i'll give her a call after my next meeting it will be a lunch [sys] all [usr] time [sys] right then [usr] i if [sys] all [usr] you [sys] right [usr] could let her know [sys] no problems [usr] that i've called that would be great because i'm just following up to make sure i'm just following up to make sure that everything's ok with the paperwork that we can get the job the job booked in [sys] what's the postcode [usr] it's [pii] [pii] for [pii] [sys] ok [usr] and [sys] let [usr] if she [sys] me just see if i can [usr] do [sys] find [usr] anything at our end to help her that would be that would be great if she could just let me know ok [sys] ok i'm just gonna see if there's a that's absolutely fine [usr] wonderful [sys] thank you [usr] thank you much for your help [sys] aye [usr] bye bye

2Chase Call

[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 good evening thank you for calling you're speaking to [pii] how may i [usr] hi [sys] help [usr] [pii] i'm [sys] sorry [usr] i'm supposed to have an engineer out this afternoon but they haven't turned up yet it's getting quite late and [sys] ok [usr] i need to put my children to sleep because one of them's [sys] sure [usr] got school tomorrow can i ask the engineer to come first thing tomorrow morning please if i give you the details [sys] do you want to give me your dy number at all [usr] i can get that sorry i'm just gonna go into my text messages where is it [pii] [pii] [pii] [sys] just bear with me [usr] and it should be [pii] [sys] ok is this booked through british gas [usr] it it is [sys] right what i'll need to do is put you through to [usr] ok [sys] them and they can reschedule that for [usr] ok [sys] tomorrow morning [usr] ok [sys] you'll just go on momentary hold as i put you through [usr] ok thank you [sys] ok hello you're through to british gas you're speaking to [pii] how can i help [usr] hi [sys] you today [usr] [pii] i was i raised a call earlier for an engineer to come out because we don't have any heating or hot water but it's getting quite late in the evening and i'm gonna put the twins to sleep and my eldest child as well could i ask that the engineer comes first thing in the morning please i'll give you [sys] if you just confirm your name for [usr] sure [sys] me [usr] it's my first name is [pii] surname [pii] [pii] and the address is [pii] uniform [sys] right ok [usr] thank [sys] let me [usr] you [sys] take a look for you now [usr] sure [sys] just bear with [usr] sure [sys] me i'm just [usr] thank [sys] looking [usr] you [sys] into it now for [usr] thank [sys] you [usr] you [sys] but just bear with me i'm just going through to the local office [usr] sure [sys] ok just [usr] thank [sys] to [usr] you [sys] ask them to reschedule it thank [usr] for [sys] you [usr] tomorrow morning please if i can thank you thank you [sys] thank you 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 [usr] didn't [sys] nature [usr] hear any [sys] please offer our employees the same [usr] tell [sys] respect [usr] me [sys] they offer you [usr] give me again hm there's an ov 10 no i i put it on it [sys] you can book your annual service appointment [usr] and be [sys] 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 hello [usr] hi [pii] how are you [sys] hi i rescheduled it for tomorrow it's not a morning appointment it's between 8 a.m. and 6 p.m. [usr] right [sys] but obviously due to the severity of the leak and everything they probably will come to you more sooner than later [usr] sure sure brilliant appreciate it thanks for [sys] ok [usr] doing that appreciate it [sys] that's ok thank [usr] thanks [sys] you [usr] for [sys] for your call [usr] thank you bye bye bye [sys] thank [usr] bye [sys] you bye

2Chase Call

[usr] can do [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 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] do you get changed because i might drop you at grace quite soon what there's 12 [sys] good morning you're through to dino [pii] speaking how can i help [usr] hi there i've got a appointment this morning at some stage but is is there any chance i could get a a aaa rough eta [sys] was it booked under your british gas home care cover [usr] no [sys] can i take the postcode please [usr] [pii] [sys] and your full name please [usr] [pii] [sys] and bear with me it was booked in for today was it [usr] it's today this morning [sys] just bear with me i'm just having a look at that job for you now [usr] thank you can you get can change got a couple of jobs to do come on get up good sense good i've got a booking code if you want [sys] no i'm just i'm just locating that job well i've got the job i'm just having a look at the status on the job there apple 321 when did you book the job in sorry [usr] it was due they were better come out yesterday and the day before it's been bumped a couple of times i've got the code here if you want it [sys] is it 3706959 [usr] that's it [sys] it's showing the job's been closed trying to find a note to see why it's being closed i can't i can't seem to find a note on there to say why why it's being closed down bear with me i'm just gonna have to get in touch with our local office [usr] do you wanna put me in touch with them do you wanna transfer me [sys] what what i'll pass you through [usr] ok [sys] hello sullivan d drainage how can i help [usr] hi there i'm i was due to have a an engineer with it this morning [sys] hm [usr] i just wanted to get eta on it the main it was due to come the day before it got bumped and to yesterday and then we message each other [sys] he [usr] and [sys] yes [usr] i put it through as an am appointment today [sys] ok what was the postcode there [usr] i can give you the booking reference [pii] [sys] ok [usr] right [sys] and they wanted and that was arranged for this morning was it [usr] let's rearrange [sys] ok [usr] for this morning [sys] doesn't say an eta at the moment they haven't left nothing there i can [usr] it is [sys] see if i can get [usr] on [sys] the [usr] the [sys] engineer to pop over a call if [usr] it [sys] need [usr] is [sys] be [usr] live [sys] sort [usr] on [sys] of before [usr] your system now [sys] what was that sorry [usr] it is live on your system the other guy said it it it it looked it was closed [sys] right [usr] and the job [sys] i [usr] was [sys] i can [usr] close [sys] see it on there for for today i just can't see a specifics all the time at all [usr] i just want i just need to drop my daughter i just [sys] i [usr] want [sys] needed [usr] get a rough [sys] to [usr] eta when they're coming [sys] right no unfortunately they they haven't given him us us one at all but i'll i'll get him to pop over a call before arriving there [usr] if you could does that mean it's not gonna be within the next hour do you think [sys] most likely not i would say [usr] that's what i thought ok i'll drop my daughter i'll only be 20 minutes [sys] perfect [usr] or something that anyway that's [sys] ok [usr] fun too [sys] cool perfect [usr] ok if you could get them to give me a call just to give me a heads up [sys] perfect [usr] ok thank you [sys] amazing thank you very much [usr] bye

2Chase Call

[sys] hello thank you for calling dinah rod central [usr] ok [sys] london please note that calls may be recorded for monitoring and training purposes hello [pii] [usr] hi there good morning [sys] good [usr] i called [sys] morning [usr] you around two hours ago and i spoke with one of your colleagues about a an appointment to make for today but he [sys] ok [usr] said he's gonna call back but i still haven't heard anything [sys] what's the postcode please [usr] [pii] [sys] ok and then one more year ok let me have a look for you [usr] sure thank you [sys] thanks ok bear with me one second i'm gonna quickly speak to my team for you [usr] sure [sys] thank you hello [usr] hi [sys] hi [usr] there [sys] sorry to keep you on hold can i get your name please [usr] my name or the name of the home care number owner [sys] just your name please [usr] it's a [pii] [sys] ok perfect all right just to let this has been already scheduled for the the slot between 9 to 10 o'clock for you [usr] nine and 10 [sys] yes [usr] tonight [sys] yes tonight yes that's correct [usr] bmbm right [sys] could i please get your best [usr] thank [sys] contact [usr] you [sys] number that i can pass this to the engineer [usr] it's [pii] [pii] [pii] [pii] [pii] [sys] all right perfect thank you [usr] can i can i ask you if you can ask them to call me because the the i think there's been a confusion between with another call sometimes they call me sometimes they call the landlord [sys] yes [usr] who is the home care owner [sys] all right ok [usr] but the landlord is not gonna take up [sys] ok [usr] if they can call that number [sys] yes [usr] and also because it's the eighth time that we're booking an appointment on the last time that the plumber came he suggested that they was essentially the main that's just i think to to to let your engineer know we can be on the same page because they've tried doing everything from the kitchen but it doesn't really seem [sys] ok [usr] to work [sys] the only problem is just to make you aware the the your landlord's property doesn't cover the the main stack because it's share it's a share drain usually the share drains are not covered under the policy if it [usr] ok [sys] if it is the that we need to get obviously we won't be able to carry out the works because the landlord is obviously that's the the managing agency needs to look into that and obviously we can do [usr] ok [sys] the works but it will be chargeable we said it won't be under the policy [usr] ok right [sys] if you can i mean if you wanna let your landlord know about it that would be great because i don't want again to have a another confusion and not doing any work obviously if it is something internal we can look into that and we can use the machines and we can do the works but if it if it is the that we need [usr] yes [sys] to we won't be able to do the works today just let [usr] ok i i i briefly spoke with the the estate agent who knows [sys] all [usr] about [sys] right [usr] the house and [sys] huh [usr] he said that there is there is essentially a a trap that you can they can try and unblock as well and from the bath from [sys] -huh [usr] the bathroom i'm gonna tell you an [sys] of [usr] engineer [sys] course [usr] about it but if we can try everything and if it doesn't work then we can speak about doing the the extra [sys] and [usr] stuff someone is gonna be there between nine [sys] yes [usr] and 10 [sys] nine [usr] tonight [sys] and 10 and if you can i mean if you wanna check with your managing agents just in case if it is a chargeable job if they are happy to make the payment we can do the the the works at the same time for you depends on the the work that we [usr] thank [sys] are going [usr] you [sys] to do obviously you can speak to my engineers and see if i can tell you the prices as well if you want to bear [usr] that would be [sys] with [usr] great [sys] me one second i'll tell you the prices as well [usr] they do [sys] hello hi sorry [usr] hi [sys] we charge for our time on site for the first of [usr] ok [sys] it's gonna be 26 £4 plus va t [usr] for the first [sys] £264 [usr] hour is [sys] plus va t [usr] 64 plus v [sys] and [usr] 80 [sys] each other thereafter it's gonna be 225 plus va [usr] ok [sys] and just to let we require the payment on completion either by cash or card i will let my engineer now to double check to you as well if it is a chargeable job in just in case because we require the payment on completion what we can also do is we can maybe my engineers can send a payment link to the phone who is making the payment we can do something that obviously because it's night time if you can make your [usr] ok [sys] managing agents aware about this as well just in case i'm not telling you 100% that it's gonna be the a chargeable job but obviously you can speak to my engineers on site and that they can advise you because they are obviously technically sound not me here [usr] ok [sys] all right [usr] that's great [sys] no [usr] all right [sys] problem [usr] thank you very much for that if you can just sorry for saying it again but if you can press them out to call [sys] yes [usr] the number that i gave you [sys] all [usr] instead of [sys] right [usr] the other number [sys] perfect [usr] that would be great [sys] just to just to [usr] cool [sys] let you [usr] alright [sys] know sorry [usr] thank [sys] just let you [usr] much [sys] know for further visits just in case if you request any jobs because usually what british guest do is they always put the policy holder number on the job that's what we always contact not because we we are not giving any i mean we are not having any any other contact details if you book anything in it's better if you can call the local office and provide your number as the best contact number it will avoid all the confusion just to let for further visit just in case if you require any [usr] no i appreciate that but there's not a confusion because they have my number sometimes they call me but sometimes they say they call [sys] ok [usr] someone and they don't pick up [sys] because the thing is [usr] that's [sys] because [usr] why i'm saying [sys] we [usr] there is a confusion [sys] have two different departments as well one for drainage one for plumbing it can be confusing sometimes that's why i'm just [usr] no i i [sys] right perfect [usr] i understand [sys] no [usr] that all [sys] problem [usr] right thank you [sys] cheers [usr] very much [sys] bye [usr] for that [sys] bye [usr] thank [sys] have [usr] you [sys] a nice day [usr] have [sys] bye [usr] a nice [sys] bye [usr] day [sys] bye [usr] bye bye

2Chase Call

[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 good morning you're through to [pii] my name is [pii] how can i help you today [usr] hi [pii] we've got a blocked external drain and we were hoping because it's disgusting that somebody might be able to come out and unblock it for us today [sys] ok can i ask is this a domestic or commercial property [usr] it's a domestic property [sys] and do you have british gas home care cover for plumbing and drains at all [usr] no we don't [sys] no have you used our service before [usr] i don't think and i think we've had our drains unblocked before but i can't i don't know who it was that did it [sys] can i go through our prices with you before we start [usr] of course [sys] ok for a sunday our prices start from £237 including va t [usr] right [sys] that's 8 a.m. to 6 p.m. after 6 p.m. it's from £286 as that's classed as out of hours [usr] right ok [sys] and payment would need to be made on the day after work's completion via cash or card [usr] ok [sys] is is that ok [usr] hang on let me just yell at my husband hang on [sys] no problem [usr] it's gonna cost about 240 quid it it's we've got the sewage waste coming out of the drain we need to get it [sys] no [usr] that's [sys] problem [usr] fine [sys] ok could i have your postcode the first line of your address and your name please [usr] of course it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] i do apologize [usr] sorry [sys] i've got [usr] that's [sys] [pii] [usr] ok [sys] it's ok [pii] [usr] and the first line of the address is [pii] and [sys] and [usr] what else [sys] your name please [usr] my name's [pii] [pii] [sys] [pii] [usr] [pii] and the surname's [pii] which is [pii] [pii] [sys] thank you and is that miss or missus [usr] missus [sys] thank you we have to check [usr] that's [sys] ok [usr] ok [sys] i'm gonna put some details on the system please bear with me a moment [usr] no worries [sys] the first thing i'm doing is i'm just checking that we do have a local office covering that area [usr] okey dokes [sys] it just takes me a moment [usr] no worries [sys] ba ba ba ba and the answer to that is yes [usr] great [sys] we do now i'll get the details on the system get this sent over for you i'll put it through as an emergency for today [usr] brilliant [sys] it should [usr] thank [sys] be [usr] you [sys] any time between now and six hopefully [usr] ok [sys] and and that's [pii] [usr] and he said we can just we can pound a card once they've completed [sys] that's [usr] the job [sys] correct [usr] brilliant [sys] the engineer will have a card reading machine with him [usr] brilliant ok great [sys] i thought that [pii] [pii] and will you be present when the engineer attends [usr] we'll be home all day [sys] could i have your best contact number please [usr] it's [pii] [pii] [pii] [sys] [pii] thank you and do you have an email address at all [usr] i do it's very long bear with [sys] it's [usr] me [sys] ok [usr] it's a double [pii] [pii] hor va th [pii] [sys] [pii] [pii] [pii] [pii] [usr] [pii] [sys] [pii] just checking i've got that correct ok that's the first bit done now i just need to pop a little note on for the engineer we've got blocked rain outside overflowing with sewage [usr] and it's [sys] and [usr] typical [sys] is [usr] when [sys] there [usr] you've [sys] any [usr] got people coming over as well on today [sys] i know it's it's just it's awful isn't it [usr] it is [sys] and is there anyone at the property classed as vulnerable at all [usr] no [sys] no thank you right two seconds and i'll have this sent over for you once i confirm this booking [usr] yep [sys] you will receive a text message [usr] yep [sys] this will contain your booking confirmation it [usr] aha [sys] will also contain a booking reference number just in case you need to contact us for any reason and the engineer will also give you a ring as soon as he's on his way just [usr] brilliant [sys] to let he's on his way and [usr] fantastic [sys] that's all booked in [usr] wonderful that's great thanks much for [sys] hopefully [usr] your help [sys] you'll be able to get that sorted today and then have a very happy new year [usr] thank you and i hope you have a lovely new year as well and thanks [sys] thank [usr] much for [sys] you [usr] your help [sys] much you take [usr] ok [sys] care now bye [usr] all right [sys] bye [usr] cheers bye

2Chase Call

[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three good morning you're speaking to british gas it's [pii] may your name please [usr] hi my name's er [pii] [sys] have you got your account number for me please [usr] i don't have it can you get my postcode it's [pii] [sys] thank you what's the first line of the address please [usr] [pii] [sys] and how can i help [usr] i've had an outstanding call out for well over a month now probably nearly 22 months and i'm not getting any feedback whatsoever from the local office and they're not gonna they're not telling me when my part's been delivered or when they're gonna come and fix it i've been about a system now for two months and it's been escalated on a number of occasions but still nothing [sys] ok let me bring up the details [usr] ok [sys] and let me see if i can speak to the local office and find out for you i'm just gonna pop you on hold for a couple of minutes [usr] i i don't think the local office is open at this time but whenever i've tried to ring them throughout the day they just don't answer their phone [sys] ok sorry to hear that i'm still gonna have to [usr] sure sure [sys] in some way contact them [usr] ok [sys] let me just find out they're open if not i'll need to keep trying and then we'll contact you once i've spoken to them [usr] that'd be great thank you i i can hold if you no problem [sys] ok thank you one moment [usr] thanks [sys] hi sorry to keep you waiting i've spoken to someone regarding your query what i can do [usr] ok [sys] is email the department and they'll phone you back as soon as they can [usr] i mean i i i've emailed him as well and you'll probably see in the news it's been escalated over about three [sys] i do [usr] weeks ago [sys] apologize [usr] and i've [sys] looking [usr] had no [sys] at [usr] return [sys] the notes they're still [usr] from them [sys] waiting [usr] whatsoever [sys] for a part i've checked the notes it's in the what it is [usr] ok [sys] you see in your situation they've read all the notes they're waiting for a particular part once that part has been delivered they will phone you in relation [usr] ok [sys] to a arrange making that arrangement but i'll still make that arrangement for a call back high priority they will phone you because i've had cases that this franchise the genie they are quite extremely busy but they do have phone back can i just take your best contact number [usr] sure [sys] is it [usr] [pii] [pii] it's the one i'm calling on now [pii] [sys] what i'll do i'm gonna drop them an email that you've called this morning and to phone yourself as soon as possible regarding that but but from looking at this they're just waiting for one particular part but they'll we'll obviously chase this up for [usr] ok [sys] you sorry about the wait but i'll certainly email them as a high urgency [usr] that's a [sys] they do get back sir because i've had some cases they they will phone you as soon as they can don't worry i'm [usr] sure [sys] just gonna email them now immediately ok was there anything else apart from this [usr] ok [sys] sorry [usr] thank you very much [sys] ok thanks for your time i'm just [usr] that's [sys] gonna [usr] it [sys] do [usr] thank you [sys] the email for you now and they will contact [usr] thanks [sys] you as soon [usr] cheers [sys] as possible regarding the part you're welcome thank you take care have [usr] fantastic [sys] a good day as well [usr] thanks [sys] bye [usr] very much cheers bye bye thank you too bye

2Chase Call

[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] i think they are linked to which [sys] did you [usr] gate [sys] know that you can now book drainage [usr] because [sys] services [usr] she [sys] online [usr] said that that have [sys] in a few [usr] we got [sys] easy [usr] a british [sys] clicks visit [usr] guest [sys] 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 evening you're through to [pii] speaking how can i help you [usr] hello i wonder if you can help we've well we we're booked in for a visit from someone because we've got a a dr over flowing i've got a reference number but we was expecting a phone call from someone cos they said that they would phone when they were on the way we've received a telephone call and and it when i answered it there was no one there i tried phoning the number back but it goes straight through to british gas [sys] ok i'll check that for you now can i get your postcode please [usr] it's [pii] [sys] and the first full line of address please [usr] [pii] [sys] and your name and the best contact number [usr] it's [pii] and it's [pii] [sys] perfect thank you let me check that for you now mam [usr] thank you [sys] i see what i can do i can i can give the engineer a quick call to see where he is [usr] ok lovely and you're giving me a call back [sys] i'm gonna pop you on a quick hold if that's ok it's gonna be on a call but i'm gonna pop you in the hold [usr] that's fine thank you [sys] no worries [usr] she's gonna phone you while i'm on the phone it was a bit weird wasn't it ok 24 that ok ok [sys] dino is [usr] hm [sys] the uk s expert [usr] i [sys] repair [usr] it [sys] service offering fast professional solutions to building maintenance problems [usr] cos i phoned you to see who you who you phoned [sys] our comprehensive plumbing and [usr] but [sys] drain services [usr] there was nobody [sys] 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 [usr] no what and i thought ohh they they're playing and they [sys] whatever [usr] playing [sys] your problem or situation an expert dino [usr] thanks [sys] engineer will visit your home [usr] the [sys] or [usr] one [sys] premises and provide a quote free of charge and without obligation [usr] right bless [sys] for your peace [usr] it [sys] of mind [usr] isn't it [sys] we provide a 24 hour emergency response [usr] keep [sys] seven [usr] that [sys] days a week 365 [usr] bye bye [sys] days a year [usr] that right [sys] all [usr] now [sys] work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dino rod the market leader in drain services for homes and business across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online [usr] ok why's that well ohh these ones are type of pig world ohh right [sys] would you to save water [usr] ok [sys] but are not sure where to begin dyno plumbing can help we have a range of water saving devices available [usr] when did they go [sys] to [usr] today [sys] find out more visit dino dot com today [usr] where is it anyway ohh right [sys] being on the phone when driving can put you and [usr] well [sys] other road users at risk please [usr] right [sys] stay safe our agents will ask [usr] hm [sys] you to call back later if you're driving [usr] too long [sys] did you can now request plumbing and drains appointments online in just a few easy clicks visit dino dot com and use our online booking form [usr] hate it and it's just because you think if we got [sys] from burst pipes to blocked drains you can find emergency numbers and advice to help you with your problem visit dino dot com today [usr] course i saw a thing on facebook yesterday these bloody kids got dogs there was a cat i think it looked as though it was on a corner it's quite a big coming up to see cat already well we're standing [sys] dino [usr] now [sys] is [usr] the [sys] the uk s expert repair [usr] outside [sys] service [usr] the gate [sys] offering fast professional [usr] and the sal [sys] solutions to building maintenance [usr] picks up [sys] problems [usr] an hour ok sucks it over the fence in with the other one opens the gate and lets the dog place in your room i mean if i've got the right [sys] our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation [usr] careful where you stand him out there you might do [sys] for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dino rod the market leader in drain services for homes and business across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online hello mum thank you for waiting [usr] that's ok [sys] the engineer is gonna call you right now i won't have to end it you can get in touch with the engineer [usr] ok lovely [sys] ok sorry about that [usr] that's ok [sys] take care [usr] thank you [sys] bye [usr] bye

2Chase Call

[sys] thank you for calling dino rod partners [usr] right [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 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 could i know my name's [pii] how [usr] hi i had a job a job done by yourselves about a month ago and i was never sent a copy of the original of the of the invoice for it i phoned up at the start of last week because i still hadn't received a copy and since then i've still not been issued a copy [sys] right ok give me a moment then let me see if i can send you through to the team because they should have all the details what's your post code [usr] eh [pii] [sys] ok one moment then let me pop you over to the local team they'll be they'll have all the paperwork in the office for it one moment i'll get you do you want me to give you the direct number as well or do you want me to just bobby you through [usr] if you just if you can just put this through [sys] hm [usr] please [sys] one minute let's get us let me get this across one minute whether you're blocked or your taps leaking trust dino edinburgh to fix the job hello you're through to [usr] hi [sys] they have already [usr] i had a job done by yourselves around a month ago and i phoned up at the start of last week i've been trying to chase up to get a copy of the invoice which [sys] the [usr] i've never i've never seen yet [sys] you you what you what i didn't catch [usr] i've never [sys] that absolutely [usr] been [sys] no [usr] sent a copy of the of the invoice [sys] right really what's the post code [usr] eh [pii] [sys] [pii] [usr] [pii] [sys] [pii] yep and can you confirm your name for me please [usr] i go my god [sys] see who was there ok mister [pii] right hold on just a few moments ok whether your drains blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is on hand to fly into action whenever you need them 24 7 365 days a year and because we realize how inconvenient household issues really are we won't ever make you pay for a call out sound good get to know us better and book your service today at dino dot com when it comes to moving house you've got enough to think about without the worry of dodgy drains and plumbing problems don't take the risk ask about a free health care check from the friendly team here at dino edinburgh after all when it comes to a new home you deserve complete peace of mind and did we already mention it's free schedule yours in just a moment at dino edinburgh our dedicated plumbing team hi there thanks for holding right i can email you over a copy just now how much [usr] that would be great [sys] ok what's your what's your email address [usr] it's [pii] [pii] [sys] [pii] [pii] [usr] [pii] [sys] is it [pii] [usr] it's [pii] [sys] it's [pii] [usr] [pii] [pii] [sys] [pii] i think they did go to do it what's happened is it felt wrong [pii] [pii] i think that's what happened they spilled the [pii] wrong because they have to go and send that no i'm just and one second i'm just gonna wait for it just now ok you very often right i've just sent that over just now just if you want to have a wee look wait till it comes through hm [usr] that's it [sys] you got [usr] that's [sys] that now [usr] it come [sys] ok [usr] through [sys] i'm [usr] that [sys] really sorry about that as i say they tried they've sent it but they've just spelled them the ee instead the ee or vice versa ok [usr] no [sys] right [usr] i [sys] thank [usr] appreciate it [sys] you bye [usr] alright thank you bye

2Chase Call

[usr] that their one [sys] hello welcome to british gas services limited authorized and regulated by the financial conduct authority although we cannot give advice or make recommendations on financial services products we can provide information to help you make your decision 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] about three days ago they came out and at the time again to be canceled i'll take it on [sys] police speaking how can i help [usr] hello there we live in a council property and our trains have all come up and then the toilets are right up and they said that someone would be out within four hours yesterday and came out a few days ago as well she had the same problem but we haven't had anyone out and obviously we all got the sewage bits coming out of the drains now [sys] ok who did you say it's a cancel property [usr] we were at the voicemail to say that someone from rod last night would be attending but no one's come out [sys] right but if if it's with the council you would need to contact them first because then the job would be sent to us from them if they use [usr] it already [sys] us [usr] has been cos [pii] had left me a voicemail after i contacted them [sys] what's the postcode and i'll have a look [usr] it's r h 177 q d [sys] and the new address [usr] 13 buildings cottages [sys] and what name is it please [usr] i think it's under my name [pii] [sys] it's you just need to contact them and they'll follow it up for you [usr] fine [sys] it's just that [usr] i just [sys] the the arrangement is with the council you see rather than yourself we have to deal [usr] ok [sys] the account with the account holder which is the council if [usr] that's [sys] you contact them and then they'll they'll ring us and follow it up [usr] it's only cos i did see that yesterday and then the left me a voicemail after i spoke to him and said that they will be attending obviously they haven't come out [sys] it it does need to be dealt with via your council and then we can they can have a look at it for you and find out what's going on [usr] i think [sys] no problem take care bye bye

2Chase Call

[usr] no i is there in my folder it's just we don't have thank you [sys] hello you're through to how can i help [usr] hi yes i i contacted you last thursday i think it was to book in a job in [pii] and i believe they've been out to the property we haven't heard anything from you i'd asked for a a report but i don't think any work was action on the visit i'm just ringing up to find out what happened [sys] ok and what's the post code [usr] the post code for the job is [pii] [sys] [pii] [usr] [pii] [sys] is that [pii] [pii] [usr] yes it is [pii] [sys] ok let me see when we went out we went out on the 21st there's quoting work cellar floor er cellar flooding gully needs cleaning out [usr] ok ok [sys] it looks a quote being done for that [usr] ok we haven't heard the only the only thing is is it's a doctor's surgery in this stagnant water i think i what i asked is if it could be cleared and then a report sent to us and the and the bill and everything have they sent a quote out cos we haven't had anything [sys] bear me a second while i'll just call [usr] thank [sys] through to [usr] you [sys] our [pii] office [usr] thanks [sys] and see [usr] very much [sys] if they've heard anything bear me a second thanks hold i just spoke to [pii] office they're gonna get a quote sent out and all the report can i take an email to send it to [usr] right yes of course it's a forward that's forward developments [sys] sorry [usr] with an s [sys] that [usr] on [sys] was [usr] the end [sys] forward [usr] developments with an [pii] on the end [pii] [sys] [pii] [usr] [pii] [sys] [pii] they'll get that all sent out to you now [usr] ok that's perfect [sys] perfect i got it it's [usr] lovely [sys] forwards with [usr] thanks [sys] two [usr] ever [sys] ds [usr] much [sys] or is it just one d sorry four in it [usr] two [sys] two [usr] ds [sys] ds [usr] yes [sys] that's perfect [usr] forward for the [sys] perfect [usr] end it always looks a bit odd [sys] i was [usr] and [sys] just wanted [usr] people [sys] to check [usr] out that [sys] because [usr] one [sys] i was about to phone you back no that's fine [usr] brilliant [sys] perfect thank [usr] alright [sys] you [usr] then many thanks [sys] that's all right [usr] that [sys] bye bye [usr] bye

2Chase Call

[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening diner or speaking how can i help [usr] yes i had aaa an appointment booked for [pii] 15 today er your guy hasn't turned up it's too late for him to turn up now [sys] ok can i just start taking your post code [usr] [pii] ru [sys] of [pii] [usr] it was [sys] i [usr] to do with axa insurance [sys] well can you please confirm the first line of the address [usr] [pii] [sys] ok ok water cold water tank leak water not isolate let me have a look right i can see that engineer has been dispatched and he will call you somebody will attend it [usr] what [sys] has been passed to the engineer and they will he will he will give you a call [usr] i'm what i'm saying is it's too late now for for him to come today [sys] all right no problem if you when he rings you ask him to come back tomorrow come tomorrow don't come today [usr] he will ring me before turning up will he [sys] we will call you [usr] ok all right thanks [sys] thank you [usr] fine [sys] cheers

2Chase Call

[sys] plumbing [pii] speaking [usr] hi there [pii] my name is [pii] now i had a a gentleman come out last night at my property in [pii] about nine o'clock now he's he's he's damaged my toilet and he's ruined one of the pipes from on on the down pipe outside the back i mean i paid 225 quid for someone to smash out some of my house if i'm honest there [pii] i'm not too pleased with it [sys] ok [usr] is there anyone if you got a plumber you can send the afternoon please [sys] right let me get some details first what was the postcode [usr] ox [pii] [sys] yep [usr] [pii] [pii] [sys] i see this was a wasn't a dino engineer that came to you [usr] it was cos he gave in a dino van [sys] ok ox 38 ez [usr] one k nine [sys] thank you alright bear with me a second hi sorry to keep yourself i've just checked our system we are we are plumbing and we we do cover that area but we we didn't have a plumber there last night was it by any chance a drain dino rod drainage engineer at all [usr] it it might be and if i got if you got the number cos this is the same number i called last night i [sys] wow i don't know how that's i don't know why it's done that apologies i can give you their local office number for the drainage team and obviously if you report what's happened they'll certainly look into it and and try and get that resolved for you [usr] but i i probably need you i need the plumbing team now [sys] ohh right i see [usr] but obviously i don't know how that works the story is mate he came in and he said i i'll plunge the toilet first and he's plunged it hard he's disconnected the pipe which connects it and to say i had shit all over the floor is a bit of an understatement [sys] wow [usr] and the pipe outside is pissing out water every time we have the shower or brush our teeth this morning i'd say he's done the job he's unblocked it but [sys] things have broken in the process [usr] he's left an array of damage on the way [sys] ok i as i because we're a separate office i can't authorize if if you if you'd to make a claim against them if what i mean for what's happened that would need to go directly to them and if if they want us if they want [usr] ok [sys] us to come out and sort it out what i'm worried about here i don't if we're if you're employing us to come out we're gonna quote and charge for the work whereas if you're [usr] i'm not i'm not paying i want money [sys] that's [usr] back mate i'm not [sys] i understand [usr] paying another [sys] that from what you're saying i that's why i'm thinking that probably the best thing to do to start with is report it and and make a complaint to the the business that that completed that work last night they will then investigate and obviously we're here to if they're happy to pay for us to do it we'll we'll happily do it if what i mean but it is [usr] ok [sys] with plumbing there there is [pii] who who it sounds you had last night [usr] what's the number then [sys] it's [usr] buddy [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok [sys] all right [usr] cheers [sys] sorry [usr] mate [sys] to hear [usr] sorry [sys] what's happened [usr] i'm calling [sys] no [usr] the wrong [sys] no [usr] office [sys] problem at all thank you bye bye [usr] alright bye

2Chase Call

[sys] thank you for calling 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 [usr] bye [sys] or if you have did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to talk to how can i help you [usr] hi good afternoon i'm calling in regards to my apartment toilet i've called before sometime last month and someone has come out to check it i just wanted to check if you guys are available to come and fix it [sys] right what's the post code thank you [usr] [pii] [sys] sorry i can't hear you [pii] [usr] [pii] [sys] sorry one hotel sorry [usr] one hotel sierra [sys] thank you and what's the first line of the address thank you [usr] [pii] [sys] and your name is hello [usr] how hello [sys] i need to [usr] i [sys] well [usr] do [sys] you need to speak to me i said your name is [usr] sorry [pii] i didn't hear you sorry about that [sys] what's your name [usr] [pii] [sys] right well that what was the name that was booked on the job [usr] [pii] [sys] [pii] right ok someone came out last month and they and they they completed the job system repair 00 gathering quote the you they gave you a quote and you want to accept the quote is that correct [usr] i just wanted to see [sys] ok [usr] when you guys would be available and i'll [sys] ok [usr] get back [sys] right [usr] to [sys] ok [usr] you [sys] i'm gonna i'm gonna put you through to the local office in [pii] just one minute ok [usr] ok [sys] dino is the uk s expert repair service offering [usr] you for [sys] fast [usr] you for [sys] professional solutions to building maintenance problems [usr] ok honestly it just seems to be from this world entirely not not [sys] apprehensive coming and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams [usr] a headache [sys] of highly trained and equipped engineers [usr] i know [sys] whatever your problem or situation an expert [usr] ok [sys] dino engineer will visit your home or premises and provide a quote free of charge and without obligation [usr] you are [sys] ok [usr] tomorrow [sys] you're through to the local office now in [pii] [usr] ok thank you [sys] hello [usr] hello hi good [sys] hi you through [usr] afternoon [sys] to [pii] [usr] hi good afternoon i'm calling in regards to my apartment plumbing issue [sys] is it regarding you want to accept the quote [usr] sorry [sys] is it to accept a quote [usr] and see when you guys are available then i can get back to you [sys] i can see that we came out on the 14th of the eighth and quote you for a new flush button [usr] i was told that they need to get it from somewhere [pii] i think or [sys] bear me one moment i'm just [usr] replace [sys] checking whether i've got [usr] it [sys] one available i can get a button as of wednesday we can get the engineer out to either thursday or friday this week [usr] thursday or friday this week already i have got friday [sys] good [usr] i will tell them that ok is it ok if i get back to you before then [sys] pardon [usr] is it ok i get back to you [sys] that's no problem [usr] ok i'll just i'll just get back to you then thank you much [sys] no problem thank you [usr] no [sys] bye bye

2Chase Call

[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 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] 122 [sys] afternoon speaking to how can i help [usr] hi there i phoned this morning spoke to a lady who has logged a job for me and i'm waiting for a call from a local company and i just wonder whether you could either find out who it is it's in i can contact them or find out what [sys] let's [usr] time scale [sys] let's do it the other way around what's the postcode please [usr] no hold on on the wrong property one second i'm calling from a letting agent [sys] no no worries that's fine [usr] [pii] [sys] and the first line of the address [usr] it's [pii] [sys] there it is right let's do it the other way around then anyway i'll get you directly through to them rather than waiting for them [usr] ok perfect thank [sys] no [usr] you [sys] it's ok i don't know [usr] hello there i i thought i was going through to a local company have i in rugby [sys] you've got you've got come through to the right office [usr] that's fine ok i love a call with this morning for a flat i'm calling from a letting agent and i just wondered i haven't heard from anybody yet what timescale we're looking at and how much [sys] ok what's the post code for the site address please [usr] it is [pii] [sys] thank you and the first line of the address please [usr] it's [pii] [sys] thank you ok they've put it on a five day appointment i can get somebody there tomorrow [usr] ok that'd be great [sys] and i'll give you the prices as well [usr] ok [sys] for the first hour was for the attempt to one block would be 100 and £80 and we would require [usr] ok [sys] that upfront before we attended and then every [usr] ok [sys] half an hour after that £72 and that's all including the a [usr] ok fine i need to what was that sorry first hour and then how much was it after that [sys] for the first hour 100 and £80 and then every half an hour after £72 [usr] 72 ok fine can i speak to the landlords who need to get a authority for this first and then is there a direct dial to come back to you on or [sys] yes let me know when you're ready and i'll read it out to you [usr] ok one second ok i got them [sys] [pii] [pii] [pii] [usr] [pii] [sys] [pii] [usr] perfect ok lovely that's brilliant thank you leave it with me [sys] ok then thank you bye [usr] thank you bye

2Chase Call

[sys] to speak with someone about an existing job press one or for a new inquiry please press two [usr] super gas british gas [sys] whether your drains blocked or your [usr] that's [sys] taps [usr] why [sys] leaking trust dino edinburgh to fix the job our dedicated team is on hand to fly into action whenever you need them 24 7 365 days a year and because we realize how inconvenient household issues really are we won't ever make you pay for a call good good afternoon thank you for calling you're speaking with [pii] how can i help [usr] hi there [pii] my name is [pii] and i've just i've just been on indeed and submitted [sys] -huh [usr] my cv in a covering letter to [pii] it [sys] -huh [usr] was it was a part time vacancy at preston pans and east in on a wednesday to friday and i've just moved to i've done just done 24 years [sys] opera [usr] in the army working with engineers but the only thing is that it says congratulations i've been invited to complete an assessment online but the only thing is i can't seem to open [sys] all [usr] it on [sys] right [usr] my chrome browser and i've tried to update my chrome i was wondering [sys] right [usr] if [sys] the [usr] there's [sys] office [usr] any other [sys] manager [usr] way i could [sys] just [usr] potentially [sys] left [usr] do the assessment [sys] and what i'll do is i'll take your details and i'll get them to [usr] ohh [sys] give you a call is that ok [usr] of course that's perfect is this the [sys] you're [usr] actual [sys] straight [usr] number [sys] through [usr] for [sys] to [usr] the [sys] the office [usr] preston [pii] i've got through [sys] be myself [usr] to ohh is [sys] i i'm [usr] it [sys] one of the dispatchers [usr] ohh that's good [sys] here it's my hours are reduce my hours you'll be helping covering my job as [usr] ohh right i see well that's i mean i mean i mean i mean obviously if if it was successful of course but i mean i've i [sys] you're [usr] i've just [sys] quite [usr] moved to veterans [sys] quite [usr] housing [sys] close [usr] at long [sys] as well [usr] my daughter and i very close my daughter's almost 20 she's she doesn't need to be left i mean she could be [sys] ohh [usr] left [sys] alright [usr] home alone of course [sys] perfect [usr] and i'm i am really [sys] perfect [usr] super flexible [sys] what's your [usr] and [sys] name [usr] i drive it's [pii] you you might have received my my cv [sys] it's [usr] on [sys] probably [usr] indeed i just [sys] went [usr] sent [sys] straight [usr] it over [sys] to [usr] about [sys] [pii] [usr] half [sys] who's the [usr] an [sys] office [usr] ago [sys] manager you are [pii] [usr] ok 571 [sys] 967 what [usr] 967 [sys] i'll do is he he'll be back in at half seven tomorrow [usr] aye [sys] morning i'll just make him aware that you weren't able to do the little assessment just cos you're you maybe not got the the browser to support that and see if he can [usr] that's exactly what it is because i've been trying to upload it you see it because it says update browser my daughter's been trying to help me but then i just i i don't [sys] right [usr] know my [sys] no don't [usr] phone's [sys] worry [usr] quite [sys] about [usr] old [sys] it i'm [usr] it's [sys] sure [usr] an old [sys] he he's [usr] it's [sys] quite [usr] an old phone [sys] very technical i'm sure he'll he'll work something out i don't know if it's an indeed thing as well sometimes er [usr] it potentially but i mean i did i did [sys] right [usr] i did [sys] perfect [usr] apply through indeed [sys] no [usr] cos [sys] problem [usr] i just saw it this afternoon [sys] i [usr] i've got to i've got to the pouch tomorrow i've got my daughter's got a pottery in had at 10 o'clock i'm gonna drop [sys] -huh [usr] her off but i mean i'll be in the house before nine [sys] before [usr] and then i'll be in the house after three cos she's got her flu jab she's got her flu jab [sys] er [usr] at 10 past two up at the hospital [sys] before nine [usr] i just [sys] after [usr] before [sys] three [usr] nine [sys] perfect [usr] after three but but my also [sys] alright [usr] my my mobile's [sys] brilliant [usr] on [sys] no [usr] my cv [sys] worries [usr] as [sys] [pii] [usr] well he'll [sys] well [usr] have [sys] i'll [usr] that [sys] pass that on to [pii] and good [usr] hm [sys] luck ok you too you take care [usr] you it's [sys] now [usr] been lovely [sys] thanks [usr] talking [sys] for your call [usr] you [sys] bye [usr] ok bye bye

2Chase Call

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to 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 hello you're speaking to [pii] can i help [usr] hi there mate i was on the phone and i think your colleague was trying to transfer me to a local office but the line went dead [sys] all right sorry about that can [usr] that's [sys] i take [usr] what i [sys] the [usr] want [sys] postcode one please [usr] it's [pii] [sys] yep and the first line of the address [usr] it's [sys] or [usr] 37 [sys] is that a promo no drainage [usr] per [sys] issue [usr] per second [sys] 07 is there a pl no drainage issue [usr] well i'm not really sure to be honest we we we bought a house and there was a downstairs toilet but the previous home was capped it off and i just wanna investigate the pipe to see why they've capped it off whether there's any crack it in the pipes [sys] i'm gonna go with drains on that [usr] ok [sys] but [usr] mate [sys] let me just check what i'm gonna do is i'm gonna send you a text message with both the plumbers and the drainage office on [usr] ok [sys] obviously if you do if i do say to the wrong one at least you'll have the number for the other guys [usr] alright thank you [sys] just two sacks [usr] worse [sys] [pii] 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 [pii] if you have a plumbing issue please press [pii] if you would to discuss invoice or have a good afternoon [pii] [usr] good afternoon i wonder if you can help me please i need to get you guys out to check a capped off pipe we bought a house last year and we had a downstairs toilet but they they for one reason or another removed it sealed up the toilet hole and capped off the pipe i what i really want to find out is well i suppose the camera to go down the pipe and just see if there's any cracks around the pipe and if it if not figure it out really is that something [sys] ok [usr] you guys can do [sys] we could do the camera is it you just want the engineer to put his camera down and have a look or do you want with that as well [usr] sorry what was what was that [sys] is it you just want the engineer to put his camera down to have a look or is it you want evidence as well you have the evidence as to what's in your drain [usr] good question i don't really know probably just a camera to begin with [sys] ok [usr] if i i i just wanna see if the if the pipe intact no [sys] no [usr] leakages [sys] that's [usr] things [sys] fine [usr] that [sys] and is it your own property that we would be attending to or is it a company [usr] no it's mine it's my own [sys] yours ok no worries for that would be a flat rate of 100 and £80 including va t and that would also be payment on completion via card what was your postcode sorry [usr] it's [pii] [pii] [sys] ok our next availability would be tomorrow if that's gonna be ok [usr] bear with me two seconds let me double check but do you have a specific time tomorrow or [sys] no it is gonna be any time between eight and six but we call in the morning with a rough eta [usr] ok what about th have you guys got any availability thursday [sys] we could do thursday [usr] thursday please if you wouldn't mind [sys] again it's still gonna be any time between eight and six [usr] status [sys] but we do call in the morning [usr] perfect [sys] can [usr] thank [sys] i grab [usr] you [sys] the first line of your address [usr] of course it's [pii] [sys] and the best contact name and number for yourself [usr] yes that the best number would be mine and it's [pii] and the number is [pii] [pii] [sys] yep [usr] [pii] [sys] yep [usr] [pii] [sys] yep [usr] [pii] [sys] [pii] brilliant no worries i will get this all booked in for for tomorrow again it's just gonna be a camera look he's gonna have a look down the pipe to see if there's any cracks or anything that there won't [usr] yep [sys] be any evidence he'll be the only thing he'll be able to do is verbally tell you [usr] that's absolutely fine and it's thursday and [sys] thursday yes thursday [usr] perfect [sys] sorry yes [usr] no that's right cool [sys] perfect [usr] thank you very much appreciate [sys] that's ok take care bye [usr] thank [sys] bye [usr] you bye

2Chase Call

[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 you require did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to [pii] how can i help [usr] i won't be a minute [pii] i'm just on the phone [pii] i'll be back in a minute hello are you there my dear [sys] yes [usr] yes [sys] how can i help [usr] yes i've got a visit booked in today postcode [pii] in [pii] [sys] [pii] [usr] yes [pii] [sys] and the first line of the address please [usr] [pii] it's [pii] [sys] and your [usr] coming [sys] name [usr] to see me can you tell me have you any idea what time he'll be here [sys] am i all right to just pop you on hold for a brief moment whilst i try to give him a phone call [usr] yes thank [sys] if that's ok [usr] it's [sys] great [usr] [pii] [sys] thank [usr] i won't [sys] you [usr] be a minute [pii] it's [pii] [sys] thank you [usr] thank you it won't be a ticket it's just down the road about the visit [sys] hi are you still there [usr] yes [sys] thank you much i manage thank you much for holding on i managed to get hold of [pii] and he's and he's checked he's got six more appointments to attend before attending yours he's very busy today but he will definitely be making his way around [usr] six [sys] but you're just gonna have to be a bit more patient [usr] yes that's all right i mean i'll wait up to midnight whatever time you can get here but he'll come to me today [sys] yes [usr] because it is the bathroom i mean it's it's just a difficult one ok is he in this area do [sys] i don't think no he didn't say but i'm assuming he's in a completely different area if he's if he's got six more appointments to attend to [usr] ohh right but he'll be definitely be coming to stay [sys] yes exactly [usr] ok thank you dear thank you thank you bye [sys] you're welcome bye bye now

2Chase Call

[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 speaking how can i help [usr] hi i was wondering if i could just get an update on a job where you guys went out yesterday for me [sys] is it at your property you mean [usr] it's [sys] or [usr] a it well it's one that we manage sorry i'm calling from [pii] of [pii] i've [sys] right [usr] got [sys] ok [usr] i've got a work number if that helps [sys] if you got the postcode please [usr] it's [pii] [pii] [sys] and the address you still there [usr] hello [sys] and the address please [usr] [pii] [pii] [sys] let's have a look trying to get into it now right can i put you through to the local office because they never attended yesterday did they when the job was booked by the looks of it [usr] they said they were going out as an emergency yesterday [sys] i think [usr] for [sys] someone's [usr] me [sys] already rang this morning chasing this but i'll put you to the and i don't think the office was open at the time i'm gonna put you through to them now and then they can update [usr] ok [sys] you with what's happening have you got their number as well would you me to give you their number [usr] i can do just in case i've only got [sys] it's [usr] this [sys] [pii] [usr] one [pii] [sys] [pii] [usr] yep [pii] [sys] [pii] but i'll bob you through now [usr] [pii] all [sys] no [usr] right [sys] problem [usr] thank you ok [sys] plumbing [pii] speaking how can i help [usr] hi [pii] my name is [pii] i'm calling from [pii] a job was booked yesterday it's an emergency job yesterday and i was just wondering if i could get an update on it please [sys] yes of course what's the postcode please [usr] it's ll [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] uniform [pii] of chester letting agency blockage ok let's have a look [usr] i don't know if it was a block blockage or not the guy i spoke to yesterday just said somebody would have to go out and investigate [sys] right [usr] the issue [sys] ok just bear with me a moment and i'll check with [pii] [usr] know [sys] now [usr] it [sys] on the drainage team thank you [usr] ok [sys] hi [pii] speaking hello [pii] speaking [usr] hello hello ok i'm calling from humphries of chester i've just spoken to the lady who was on the other line just asking for an update on a job that i believe you guys were going out to yesterday [sys] ll 12 [usr] as an emergency [sys] 8 what's the what's the other bit sorry [usr] ll [pii] [sys] [pii] [pii] this one we're there we're there at the mud i i run [usr] are [sys] a lady [usr] there at the minute [sys] called [pii] this morning i apologize for it i didn't get it till late last night [usr] yep [sys] said she would have been after lunch she's [usr] ohh don't [sys] in [usr] worry [sys] at the moment my two lads are there because what it is we we need to put a quotation in it's not looking as or sounding as easy as possible it's a bit of plumbing and a bit of drainage going on but my lads [usr] right [sys] will [usr] ok [sys] send me a full report and fourth grass once they're finished and i will get you sent over a quotation [usr] wonderful [sys] let [usr] you've got my email [sys] me have a look [usr] haven't you [sys] and see if it's been put on the system i'm not give me your email [usr] it's [pii] and it's [pii] [sys] [pii] [usr] [pii] [sys] of just the leave that with me [pii] as soon as i get all the information back i'll start working on things across to you thank you bye bye [usr] [pii] thank you very much thank you bye bye

2Chase Call

[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 plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boers we're here to help good morning speaking to how can i help [usr] yes i hope i've just spoken to a lady [sys] ok [usr] and i'm not sure whether she's rang british gas because i was in the bathroom having my shower and the phone rang [sys] ok [usr] and i've tried again and it's rang again i'm on my own i can't always answer [sys] no [usr] the phone [sys] no of course [usr] but they don't wait they just put the phone [sys] let me have a look [usr] and [sys] have you [usr] it rang [sys] have you booked an appointment [usr] i've rang [sys] or [usr] twice [sys] or do you need to book an appointment [usr] i've rang three times [sys] right [usr] because i got the number from [pii] and it is british gas [sys] ok [usr] and i'm just wondering if the lady i've spoken to has rang british [sys] what's [usr] gas [sys] your postcode please [usr] [pii] [pii] [sys] and the first line of the address please [usr] [pii] [sys] and just your name please [usr] missus [sys] got [usr] [pii] [sys] you right they booked you they booked you an appointment i believe [usr] she's booked an appointment for monday because i've had a dripping tap for nearly two years from diner rob a bathroom tap [sys] right [usr] in the kitchen [sys] ok and i'm assuming i know you mentioned british gas you don't have cover with british gas for plumbing or anything [usr] i was covered with british gas i'm waiting for a new boiler but they want to charge me £7000 for a new boiler [sys] right [usr] with scaffolding on a bungalow i've never heard anything stupid [sys] wow [usr] in the whole of my [sys] wow [usr] life [sys] they get a bit of crazy cautious on safety and all the rest of it now it's er political correctness gone mad hasn't it [usr] £7000 i've [sys] no [usr] got it here [sys] i get [usr] in [sys] you [usr] writing [sys] i get you right you don't have cover with british gas at the moment do you no [usr] no because i was running out of cover on the same day that they were coming to sort my boiler out they advised me not to reboot the cover because once i got the boiler in it would be free anyway [sys] i'm with you [usr] for long [sys] and with you [usr] and i'm left here without cover i'm not bothered because the cover i've had believe you me [sys] right [usr] i have it's driven me up the wall this tap for one which has dripped ever since the lad took my good cap out ohh don't get me started on [sys] right [usr] that love [sys] right [usr] because [sys] ok [usr] it's a sore point [sys] is we have got an appointment already booked for you for the ninth she has booked it for monday [usr] but i'm wondering why is british gas trying to get me now [sys] 00 [usr] is [sys] i know what [usr] it [sys] it's [usr] because [sys] gonna be [usr] this [sys] i know [usr] lady's [sys] what it's gonna [usr] rang [sys] be [usr] them [sys] it's because it'll be just a confirmation of the appointment normally if you had a mobile number on the system you'd get a text message just confirming the appointment but because it's a landline it's a weird thing because it's a landline it still rings you and it tries to read the text message confirmation to you does that make sense that that's all it is i don't [usr] i suppose [sys] know why they have it on because it makes more confusing confusing than what it's worth really for a landline i don't understand [usr] well you're in the shower and you get [sys] no [usr] a phone call [sys] it was [usr] twice [sys] nothing [usr] you [sys] it [usr] think [sys] will it [usr] it's [sys] will [usr] something [sys] have just [usr] urgent [sys] have been it would have been an automatic voice reading the confirmation of the appointment on the ninth which you already know other than that other than that because it because it has nothing to do with british gas [usr] ok [sys] to be honest it's a it's a one off gas job [usr] i am sick i just feel canceling the lot because [sys] i [usr] when [sys] know [usr] you get old you could do without a dripping tap whereby you dread put in the i've gotta turn it off with a a red gravel and four [sys] of [usr] times [sys] course [usr] a [sys] you [usr] day [sys] do [usr] at least i've got to use the tap and i've read it some days i'm in tears because i know what i've got to go through for five minutes trying to turn it off with a grabble and nobody wants to know i am sick that shall up well [sys] right right [usr] it should [sys] i was [usr] have been [sys] gonna say [usr] sacked anyway but i believe he's finished that come here because very kindly i paid him paid well three to them because he couldn't sit a washer and it's only come to light because i spoke to me son last night and he said is that i said if you're still dripping he said well dina [pii] wanted to do that to him and he paid £200 for his cap and he'd only wanted a washer and [sys] no [usr] he said [sys] was [usr] no [sys] it [usr] he said i've paid £200 for that cap it only wants a washer and that was dina [sys] no [usr] [pii] if they're going around taking £200 taps [sys] well [usr] out and sticking [sys] no [usr] a bathroom [sys] no [usr] tap [sys] i get [usr] in [sys] you [usr] a kitchen they want sacking before it gets to this stage [sys] no [usr] and it's happened again that's twice it's not funny my chap's gone and i'm left with a worse cap than what [sys] gas [usr] i had all [sys] well [usr] it my cat [sys] well [usr] wanted [sys] well [usr] was [sys] i mean you have [usr] a [sys] booked it [usr] and he said he could fit it [sys] no [usr] well [sys] no i totally [usr] should [sys] get it [usr] be [sys] i mean [usr] doing [sys] did you ever raise [usr] somebody [sys] it with british [usr] should [sys] gas [usr] be [sys] as [usr] sorting [sys] a complaint [usr] this [sys] at the [usr] out [sys] time [usr] not me i've raised it with british gas i raise i couldn't raise it with [pii] because i couldn't get the number but i did ring the chap that did it who i thought was very nice i treated him and everything and then he said to me before i'll leave you my name i think his name was [pii] and address he said if you want any job little jobs doing i'll do them for you and i thought ohh he's a nice lad [sys] hm [usr] treated him the first time i rang him because the cat was still gripping he said ohh i'm just busy at the minute [sys] go [usr] he [sys] on [usr] said i'll ring you back in a minute he never rang me back i rang [sys] what [usr] him again and what he said cheers [sys] smartness [usr] and bang the sword down yes that was one of your staff cheers and bang the phone down [sys] no [usr] i've got [sys] i know [usr] his number [sys] i can tell [usr] i've got his name and believe you me i'm not pleased and if [sys] well [usr] i have to pay [sys] i mean [usr] for [sys] i think [usr] this [sys] we i think it's gonna [usr] somebody's [sys] have to go back to british [usr] gonna [sys] gas [usr] be responsible [sys] eventually if they put [usr] not [sys] it in arrange it [usr] i [sys] originally [usr] have had [sys] but [usr] enough [sys] i mean we can cross that bridge when we get to it to be honest but i mean you are but you did you right right [usr] it was only [sys] well [usr] when i saw [sys] we'll [usr] his [sys] see you one [usr] drive it off that i knew he was from down the road [sys] a british cast on i know to be honest [usr] because that would have made [sys] but [usr] me think well why [sys] you are booked in anyway [usr] why am i [sys] i [usr] with british [sys] will [usr] gas [sys] leave [usr] and [sys] you to [usr] i'm having [sys] it [usr] di [sys] but you are booked [usr] her up [sys] in on the monday on monday and he'll ring you when he's on the way whoever the engineer is okey dokey you take care no [usr] but i am not paying much money believe you me i pay £500 [sys] did you [usr] a year for british gas [sys] right mrs [pii] [usr] and [sys] i'm gonna have to go [usr] my husband and i work for them there's two things i can do and i'm still planning on it i could either take it to my solicitor put it in i've already contacted the newspaper [sys] -huh [usr] because the newspaper can't wait to get his hands and this is the editor that i've spoke to and he can't wait to get his [sys] right [usr] hands [sys] i'll [usr] on [sys] let i'll [usr] this [sys] let you [usr] story [sys] go you gotta do what you've gotta [usr] because [sys] do missus [usr] believe [sys] [pii] [usr] you me a [sys] well [usr] can [sys] you take [usr] of [sys] care [usr] worms is gonna [sys] fair [usr] come [sys] enough [usr] out [sys] very dear bye bye now bye bye [usr] well that's what i'm doing ok thank you bye bye

2Chase Call

[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 did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through [pii] how can i help [usr] hi got a booked booked drain at home [sys] right is it a regarding a domestic property or a commercial [usr] domestic [sys] do you have british gas home care cover for your plumbing and drain [usr] no [sys] ok is it blocked internal or external drain [usr] external [sys] is it overflowing sewage [usr] is it what sorry [sys] is it overflowing sewage is it located in the garden or at the front of the side of the house [usr] at the side of the house [sys] ok can i take the postcode please [usr] [pii] [pii] [sys] ok [usr] is that is that [pii] at stockport right because i was trying to get hold of [sys] i just [usr] but i don't think he's available i work for site supply next door [sys] no right now you're just through to the central on demand line and we are [pii] based i'm just checking if the office in that area taking appointments by the looks of it they are we can get someone sent out to you on an emergency basis i won't have an eta for you however it will be any time between now and 6 p.m. you'll just have to wait until the engineer gives you a phone call to let that he or she is en route [usr] ok [sys] in regards to price and procedure we do not have a call out fee you [usr] ok [sys] won't be charged for the engineer coming out to the property but once they do they'll carry out an assessment they'll let what the issue is as well as a quote you'll [usr] huh [sys] then need to agree to the quote for the engineer to then start the work as its payment upon completion cash or card now with there being a saturday the starting price for unblocking is 100 is £225 and [usr] ok [sys] that's va t included [usr] ok that's fine [sys] right if you're ok to go ahead with that i'm gonna need your first and surname please [usr] it's [pii] [sys] and your mobile number please [usr] [pii] [sys] i've got [pii] [usr] that's it [sys] first first line of the address please [usr] [pii] [sys] anybody at the property with any vulnerabilities we should be made aware of [usr] no [sys] ok that's all booked in for you anything else i can help you with [usr] no that's it [sys] ok that's all booked in thank you for calling in [usr] all right thank you bye [sys] take care bye bye [usr] thanks bye

2Chase Call

[sys] plumbing [pii] speaking how can i help [usr] yes hi good afternoon i'm just ringing to check up on a call out that i booked last week for a blocked drain [sys] right [usr] and the appointment was between half nine this morning and one o'clock and nobody's turned up [sys] ok what's your postcode and i'll check for you [usr] [pii] one lh [sys] name a hotel and the house number [usr] number [pii] [sys] and is it [pii] [usr] that's the one [sys] let's have a quick look for you [usr] ok [sys] on demand between eight and one right ok what i'm gonna do i'm just gonna pop you on hold a moment and i'm just gonna check [usr] ok [sys] where the engineer is now ok just bear with me thank [usr] no worries [sys] you [usr] thank you ok [sys] hello hello you're [usr] hello [sys] through to [pii] the technician has got the job on him he is just currently stuck on an emergency but you are the job on him after the emergency [usr] all right i thought i better just double check cos it's it it it's for my mum she's obviously sat at home anyway [sys] he [usr] he [sys] will [usr] will [sys] do [usr] he will turn up today though [sys] right [usr] all right [sys] ok [usr] that's fab [sys] apologies [usr] i will [sys] he [usr] let [sys] didn't [usr] her [sys] let [usr] know [sys] all right thank [usr] ok [sys] you bye [usr] no [sys] bye [usr] worries thank you cheers soon bye bye bye

2Chase Call

[sys] [pii] and [pii] speaking how can i help you [usr] is that is this part of our hand [sys] this is our hand club we were doing a rod franchise [usr] that's perfect i used to work for you guys i'm going for a new job and they need to have a background check on me they need to verify that i used to work for you i'm just wondering if i could get the hr person the human resources his number and email i can pass it on to them [sys] it would be [pii] that you'd have to put down for your reference and you you do it via email address [usr] ok but higher right which is part of british gas is asking me for a number and an email for hr not for [pii] or cos i said can it be [pii] cos i've got [pii] number and stuff they're asking for hr [sys] just bear with me and what's your name sorry [usr] it's [pii] [sys] and what area did you used to work for [usr] east work to [pii] [sys] bear with me hello i do apologize unfortunately it'll be this number and it'd be [pii] yes [usr] [pii] perfect [sys] alright [usr] thank [sys] then [usr] you [sys] bye [usr] thank you much bye bye

2Chase Call

[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 [usr] yes [sys] our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] at how can i help [usr] hi we had a drainage report done on a property that we are currently purchasing about two weeks ago now [sys] ok [usr] and we still haven't had the final official report through and i just wondered how long that would take [sys] have a look what's the postcode of your property [usr] my god hang on let me just double check it's for and [sys] no [usr] and [sys] worries [usr] it's the street but let me double check the post code it's [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] ok and what was the house number [usr] [pii] [sys] ok have you got a pen and paper to note this telephone number down [usr] hang on [sys] this number to call which is for that local office [usr] ok perfect ok go ahead [sys] ok the number to call is [pii] [pii] [pii] [usr] ok perfect i'll give them a call is there [sys] if you give them a call they'll be able to update you with where they are with everything [usr] ok perfect thank you thanks [sys] all [usr] bye [sys] right take care bye bye

2Chase Call

[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 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 afternoon you're through to [pii] speaking how can i help [usr] hiya i made an appointment for someone to go round er one of my properties yesterday but then i got a text message saying that it was changed for today just wondering if we've got a an et roughly what time today [sys] what's the post code sorry [usr] postcode is [pii] [sys] the first line of the address [usr] number [pii] [sys] and the full name it was booked under [usr] sorry [sys] and the neighbor was booked under [usr] mister [sys] it says it was scheduled for today i can't really give a time unfortunately i could try contacting the engineer [usr] i mean what would it be from now until what six [sys] i'll just find out for for you bear with me [usr] ok [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers hi i just spoke to the engineer he said he if you can give him about five minutes he'll give you a call he's just coming in with a customer and then he'll be able to give you an eta right [usr] that's fine that's fine [sys] all right no worries [usr] thank you [sys] thank you take care bye bye [usr] bye bye bye bye

2Chase Call

[sys] hello how can i help [usr] hi i called on wednesday and had an engineer booked to come yesterday engineer sorry plumber booked to come yesterday but nobody [sys] how are [usr] turned [sys] you [usr] up just wondering if someone's coming today [sys] what was your post code please [usr] sure it's [pii] [sys] i can't [usr] [pii] [sys] yes [usr] [pii] [sys] in and what was the first line of your address [usr] that's [sys] please [usr] fair it's [pii] the building act [sys] bear with me one moment and i'll have a look into it for you [usr] thank you [sys] mines are currently busy for a short while and your call will be answered [usr] god [sys] on hold but we will be back with you soon thank you for calling our staff will be with you as soon as possible hello hi thank you [usr] hiya [sys] for holding and what was the problem sorry [usr] we've got a unit in the cup of making some very strange noises periodically and i i fear it might be leaking but i'm not 100% sure i just wanna [sys] that [usr] get [sys] is [usr] someone to have a [sys] fine [usr] little look [sys] bear with me one moment and i'm just gonna have a look for you [usr] ok [sys] thank you for calling our staff will be with you as soon as possible hello hello hello hi [usr] hello [sys] i unfortunately i haven't [usr] hi [sys] got anything on my system but i can get an engineer out to you today if you're available [usr] that's fine [sys] well i can't [usr] do what [sys] confirm [usr] time [sys] a definite time for you unfortunately [usr] ok cos i'm only here until lunch you see cos i was here all [sys] ok [usr] day yesterday waiting for him [sys] i won't be able to get anybody out to you this morning unfortunately [usr] right ok well [sys] i [usr] i mean i can hang on for a little while this afternoon but i i can't be here until sort [sys] i [usr] of end [sys] can if [usr] of play [sys] not i can [usr] today [sys] get someone out to you on monday in the morning [usr] i'm on annual leave all next week ideally i would really need to be here can you need anything it's not i mean it's i don't think it's an urgent thing can i can you do anything we can mention the 16th [sys] we could do monday morning for you [usr] that's fine if you can do that and then i'm here and then i can [sys] what was [usr] i can [sys] the [usr] have a chat [sys] the best [usr] fine [sys] contact number [usr] if you use my mobile which is [pii] [pii] [pii] [sys] what was the best contact name please [usr] it's [pii] [sys] and what was your last name sorry could you spell [usr] it's handy [sys] that out for me please [usr] sure [pii] [sys] perfect and what was the first line of the address sorry [usr] it's [pii] it's a and the the building [sys] perfect [usr] is called ferry side [sys] i can get an engineer out to you on monday the 16th and they'll come out and do a free of charge quote for you perfect thank [usr] lovely [sys] you [usr] that's great [sys] bye [usr] alright then thank you bye bye

2Chase Call

[sys] welcome to diner rod if your call is regarding a plumbing matter please redial [pii] for drainage queries please press two for account queries please press three thank you hello you're through to [pii] at diner road how can i help [usr] i i've got an appointment tomorrow just cancel it [sys] that's fine what's the postcode please [usr] what's for what sorry [sys] what's your postcode [usr] [pii] [sys] thank you and the first line of your address [usr] [pii] [sys] [pii] and what's the job for sorry [usr] i'm blocking the toilet [sys] ok 37 uniform papa [usr] yep [sys] yep i can't see that on the system who did you raise that with [usr] i know somebody that i called last week [sys] ok have you received a text with ad y reference number on are you able to offer me that please [usr] of course [sys] thank you [usr] dywo 370 1233 [sys] right it's coming up slowly sorry right ok i'll get you canceled off the system now [usr] all right love you [sys] thank you bye bye

2Chase Call

[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 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 train purposes you're through to dina my name is [pii] how can i help [usr] hi there i was online there going to book a an appointment with you i just wanted to check something first it's the timings of things i can't get i'm working at three o'clock to today and the rest of the week and it's only got time slots all day or one till six [sys] ok what is your what is your postcode please [usr] post code [pii] [sys] and is this for plumbing or a drainage job [usr] it's a it's plumbing cos it's toilet it's at my toilet [sys] no is it blocked if it [usr] yes [sys] if your toilet [usr] huh [sys] is blocked it's it's it's a drain job [usr] all right that's [sys] i'm [usr] fine [sys] gonna i'm gonna give you the number to the local office they can the office that covers you they can be more time specific and [usr] all [sys] see [usr] right [sys] if they can make an exception [usr] right let [sys] do [usr] me just [sys] you have [usr] get a [sys] a [usr] wee [sys] pencil [usr] pen let me just get a pen right ok go ahead [sys] the number is [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] that's great i'll give them a wee call [sys] yes [usr] then thank you much [sys] all right no [usr] bye [sys] worries cheers [usr] bye [sys] take care

2Chase Call

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes [usr] [pii] this is it [sys] good morning how can i help [usr] hi there this is calling from [pii] he's out of hours he passed his house a job earlier in a few hours ago i just wanna update on one of the jobs you passed over to yourselves [sys] is it what job is it [usr] say that again sorry [sys] is it a plumbing job or a boiler [usr] it's [sys] job or [usr] a it's a plumbing job [sys] ok what's the postcode there then please [usr] the postcode is [pii] [sys] [pii] sorry [pii] what did you [usr] yes [sys] say let's have a look just load the details now er sorry number 30 did you say [usr] yes [sys] ok ok let's have a look here the it has been raised it's is it was it have you booked it out for overnight did you [usr] he got booked at 1 a.m. [sys] i'm just trying to read the notes it's been dispatched to an engineer [usr] ok that's good [sys] his name is have a quick i just gonna be a ring one o'clock what is it now five isn't it you're right to hold i'm just gonna be [pii] if that's alright is that ok hello hello hello can you hear me hello [usr] hello you still there hello [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 are there hello can you hear me hello can you hear me hello can you hear me hello i can't hear [usr] hello [sys] hi can you hear me where's he going

2Chase Call

[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 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 whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done [usr] your favorite and the printer off and on again to do an update and i can guarantee you put the phone down they're gonna have to aren't they [sys] it's really easy to book appointments online just visit dino dot com [usr] thank you [sys] good morning you're through to my name is [pii] how can i help [usr] hello i spoke to [pii] yesterday and i was informed that somebody is going to be coming out yesterday to look at our drain but we haven't nobody turned up i'm just wondering if i can get an update on an appointment please [sys] absolutely i work with [pii] she's normally very very good er although i would have been heard that it was coming anyway [usr] no i know [sys] what's [usr] i don't believe [sys] your [usr] it's her [sys] what's [usr] fault [sys] your no what's your postcode [usr] it's [pii] [sys] yep [usr] step [pii] [pii] [sys] and the first line of your address [usr] it's [pii] and that's on [pii] [sys] ok it looks to me the engineer was booked in yesterday but he had to cancel for some reason it doesn't give me the reason why bear with me two minutes i'm gonna call the local office and find out if they have an engineer scheduled to attend today sorry about that [usr] no no thank you for that thank you [sys] ok dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dino rod the market leader in drain services for homes and business across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online would you to save water but are not sure where to begin dyno plumbing can help we have a range of water saving devices available to find out more visit dino dot com today 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 are they still with me [usr] yes i am [sys] hi i'm not quite sure how it was done but for some reason it was set for the 23rd but the engineer was assigned yesterday but he had a bit of a home emergency he had to cancel it [usr] ok [sys] what they're gonna do is they're gonna do their absolute best to get someone to you today [usr] ok [sys] and have the engineer call you prior to to let he's on the way but there are a few engineers down the same well the the check up that come yesterday still has they're short on ground if they can't manage today it will definitely be tomorrow [usr] ok [sys] but they're gonna do everything in the power to get it today [usr] no no i appreciate that you said that they'll give me a call will they to let me know later if they can come out ok no that's fine thank you thank you ever much for your help on that one [sys] no worries you have a good one [usr] you too bye [sys] bye

2Chase Call

[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 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 through to my name is [pii] how can i help [usr] hi there good afternoon i was wondering if i can have someone to come round and look at a couple of leaks coming into the property please [sys] have you ever had dino there before [usr] not this property but other properties [sys] fair enough is that your home or is [usr] it's [sys] it [usr] home [sys] a sure ok can i take your surname sir [usr] it's [pii] er [sys] and can i have your contact telephone number [usr] [pii] [pii] [pii] [sys] the first line of your address [usr] it's [pii] that's [pii] [sys] and the postcode sir [usr] it's [pii] [sys] and you've not got british gas home care cover for plumbing and drains have you [usr] no i think i do [sys] not a problem one second i'll check for you [usr] i've i was just wondering if anyone come i i think i've got i've got an appointment booked through because you're british guests aren't you yes of course [sys] well we are in partnership with them [usr] but i just need someone do you do any weekend slots [sys] we don't really know [usr] right [sys] not right one second i'm just gonna quick it see if you've got the cover [usr] i will do because it's because i got i got an appointment with you but my my question was regarding the weekend really but that's that answer that question [sys] well completely honestly we don't really arrange weekend appointments we do have engineers working for us on the weekend but they are essentially we save them for emergency or dire situations [usr] right ok [sys] yes i can see i've got the full drain and plumbing and drains covered what i'll do is i'll get you through to the home care team they'll be able to get the appointment raised quick in the flash and [usr] that's [sys] obviously [usr] fine [sys] then you'd only have to pay your access fee [usr] the excess ok perfect [sys] no problem [usr] all [sys] at all [usr] thanks very [sys] sir one [usr] much [sys] second we'll have you there [usr] thank you

2Chase Call

[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 good evening british gas speaking how can i help [usr] yes good afternoon i booked a a call with british gas at lunch time about your services i i needed something done to my bathroom tap and the lady on reservation said that someone would call today between [pii] and [pii] i think she said and no one's turned up can i give you my details [sys] if i take maybe your postcode if that's ok [usr] yes [sys] i just bring [usr] it's [sys] up your account [usr] [pii] [sys] ok thank you and your house number [usr] it's [pii] [sys] ok thank you is it missus [pii] [usr] missus [pii] yes [sys] ok i'm just gonna have a look at the appointment now just see if they've left any notes on there for us [usr] thank [sys] and seeing [usr] you [sys] if they contact you're right it was supposed to be i think around six o'clock and if if they were on their way probably 6 30 they would have arrived at the latest but they don't seem to have left any notes and they don't seem to have rescheduled it or anything and i do apologize about that i would have thought they'd have called you maybe just to advise that they wouldn't be able to do it today [usr] yes well they haven't can you get in touch with them [sys] i'll try now i not 100% sure but i think the the diner office i think they close at six i'll give it a try to see if anybody is there to answer is it ok if i put you on hold just for [usr] yes [sys] a minute [usr] that's fine thank you [sys] ok i'll just call to make sure hello [usr] hello [sys] hi again unfortunately they have closed for the day and the dining office that we normally call through to i think they said in their answer phone message they're open again 8 a.m. tomorrow i am able to try and schedule this appointment that was supposed to be today if you'd for me to [usr] er could you do it tomorrow afternoon then or after 11 tomorrow [sys] ok i will just check for you now i'm afraid we don't have anything tomorrow the next available appointment that we've got will be on monday the ninth of october this monday coming up next week and i would be able to book in the afternoon slot that's between one pm and 6 [usr] ohh [sys] p.m. [usr] don't want to wait that long because it it's it's more than dripping it's running [sys] the taps friendly all the time the other option would be to see if we can get the the dining office to unlock a slot for us and of course they're closed at the moment but we could try tomorrow morning any time after eight they said they'll be open because they can give us a code as long as they are able to on their side we should be able to then book the appointment possibly for tomorrow or maybe over the weekend if if they're able to do [usr] yes [sys] you feel [usr] please i'd it as soon as possible because it will probably get worse you see and i i'm i'm 82 and i i just don't know anything you see [sys] bless you i think would you mind then if you could give us a a ring around eight or nine o'clock tomorrow we should be able to do it that way and then [usr] yes what it what it can i just have the number again please [sys] i'll get that for you now just you come through to the this department and then we'll be able to get that sorted out for you our number is [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] right and if i ring you round about nine o'clock tomorrow [sys] that should be fine nine o'clock tomorrow and we can call through to the dining office and then the agent should be able to see if they can unlock any slots sooner than the ones that we [usr] yes [sys] have for [usr] because [sys] monday [usr] i mean they've let me down today they ought to fix me in tomorrow [sys] this is the thing especially since they didn't turn up today as a a good little gesture they're normally pretty good that they should be able to we call it unlocking the the slots with a code that they give us i would have called them out it's only because they're closed we we can get a hold of them but as long as you don't mind calling us about nine o'clock tomorrow we should [usr] yes [sys] be able [usr] i'll [sys] to [usr] do i'll do [sys] to [usr] that [sys] do [usr] then [sys] it [usr] well [sys] ok [usr] thank you very much what is your name [sys] my name is [pii] [usr] [pii] well thank you very much [sys] no [usr] thank [sys] problems [usr] you i'll [sys] at [usr] ring [sys] all [usr] tomorrow [sys] ok [usr] thank you [sys] thanks [usr] bye [sys] mrs [pii] [usr] bye [sys] bye [usr] bye hi

2Chase Call

[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 your call is very important to us please wait for the next available agent good morning you're through [pii] speaking how can i help you [usr] good morning my name's [pii] i'm calling up er two weeks ago today we had a job done by one of your engineers through a british gas contract now he said he couldn't complete the job because he was waiting on a part but he said it'd be here within a week my wife stayed off last monday [sys] two [usr] er and i did speak to him and he says ohh no it it's gotta go through your offices or whatever your workshops it be notified sorry notified to complete the job it's now [sys] can [usr] over [sys] i take [usr] weeks [sys] your postcode please [usr] certainly it's [pii] [sys] [pii] ok let's have a little look [usr] said it was only a five minute job to repair whatever it was to repair it under the kitchen sink [sys] and see what it is the part that we're trying to find for you is a very uncommon part let me just speak to the the gentleman who does all them if you just bear with me [usr] all right thank you [sys] today right [usr] hello hello hello are you there hello

2Chase Call

[usr] born ready [sys] thank you for calling dino rod partners with british gas [usr] good good you talk about [sys] please listen to the options carefully we can get you to the right team if you need [usr] i [sys] any help with a drainage problem press one if you require our plumbing services press [usr] you [sys] two or if you have an existing home care policy it's three [usr] you mind getting the door thank you [sys] we record calls for quality and training purposes [usr] is she ok sure [sys] good morning you're speaking to may may your name please [usr] are you [pii] in enfield [sys] no [usr] who are you [sys] and british gas home care [usr] british gas home right ok i had an appointment it was for [sys] ok what's your name sorry [usr] sorry my name's it's gonna be [sys] sorry your line is breaking up you see [usr] hold on i'm gonna move [sys] what [usr] i'm gonna move or subcontract [sys] ok what's your address or your home care number i can [usr] ok [sys] get your [usr] my [sys] details [usr] address [sys] up then [usr] ok my address is [pii] [sys] [pii] [usr] [pii] [sys] right that's great and what's the first line of the address please [usr] some that [sys] sorry the door number [usr] we don't have it's just called sunbeam [sys] ok and just need to get your details one second [usr] are you sorry are you a british gas dino rod or a subcontractor [sys] which is british gas home care services [usr] fine ok it's just that [sys] right [usr] yesterday i rang up and they answered the phone in [pii] [sys] ok [usr] i had a job er booked for yesterday morning and no one turned up and [sys] one [usr] i wanna know what's going on cos i pay a lot of money and i was told it was [pii] that should have come [sys] right and what's your surname [usr] [pii] [sys] and what's your first name sorry [usr] [pii] [sys] right thank you i'm gonna pop you on hold for a couple of minutes while i load everything up and then find [usr] have [sys] out [usr] you [sys] what happened [usr] the job [sys] ok no it's still loading up i'm afraid i'm [usr] have [sys] gonna pop [usr] you [sys] you on hold [usr] ok [sys] i'm gonna find out everything once i've got the system all you need to do for me [pii] is stay on the line [usr] ok [sys] for me i can answer this question [usr] ok [sys] thanks [usr] ok [sys] for coming thank you for your patience [usr] i thought that's what it was for me too but first i thought it just [sys] hi sorry to keep you waiting [pii] just to confirm it was for a a block sewage [usr] yesterday and they were the they were meant to turn up yesterday and i waited in all day lost [sys] sorry [usr] pay [sys] i'm just checking [usr] and [sys] i'm [usr] the girl when [sys] sorry [usr] i rang back [sys] i [usr] she couldn't say anything [sys] i can see the appointments booked for both for the 26th of september as an emergency [usr] when is that when is it sorry what what day is that the 26th [sys] for the emergency for the 26th of tuesday [usr] tuesday you can't get it sorry what time tuesday cos i i have to go to work at some [sys] between eight and six [usr] no no i need a morning or an afternoon i can't sit here all day [sys] what i'll have to do is i'm gonna have to phone you back tomorrow after i've contacted them or [usr] because [sys] i can [usr] the girl [sys] get them to [usr] the girl explained that this is a subcontractor it's not dino rods that are coming is that right [sys] i i wouldn't know until speaking to the new office you see [pii] that's why they're not gonna be open now today sunday [usr] are you definitely gonna ring me back cos i have to book myself out of work and i'm not you know i [sys] i can phone you back any time tomorrow after 8 a.m. [usr] that's fine because [sys] after i spoke and they'll take the call from yourself or tell me what i need to tell you [usr] because i can't sit here again all day i don't i can book myself out for half a day but not all day after having sat here all day yesterday [sys] and i'm really really sorry i mean there i mean today is sunday i won't be able to get [usr] no [sys] through to him [usr] i understand [sys] what i'll have to do is i'll speak to you tomorrow after eight o'clock [usr] ok ring [sys] and [usr] me back [sys] then [usr] tomorrow but but can you get me a morning or an afternoon i can't sit here all day [sys] it's what what they are they tell me i'm gonna have to obviously liaise with yourself this unfortunately i i'm gonna try my best to narrow it down but it's up to [pii] i'm afraid [pii] what i'm gonna have to do is take your best contact number and [usr] it's [sys] what [usr] this [sys] is [usr] number [sys] your best [usr] can you see this number [sys] i can see i was just making sure for you i'm gonna phone you tomorrow [usr] ok [sys] any time after 8 a.m. [usr] ok [sys] [pii] [usr] ok [sys] don't [usr] thanks [sys] worry [usr] a lot ok [sys] i'm sorry about that [usr] ok [sys] and then we'll get obviously a time frame that's suitable for yourself ok [usr] ok thank you very much thank you thank you [sys] all right speak to you tomorrow then

2Chase Call

[sys] thank you for calling [pii] please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts and finally option four for all other inquiries good afternoon speaking [usr] hi [pii] i got cut off here with one of your colleagues what it was was i phoned yesterday to get a a drain cleared and they said they'd come [sys] ok [usr] after [sys] what's [usr] 12 [sys] your post [usr] today [sys] code [usr] i was just wondering if it's ml 69 ey [sys] ok and the surname right [usr] it's [sys] i don't have anything booked in mr [pii] was it through british gas [usr] do you er no it was [pii] [sys] ok i don't have anything here booked in ml 69 echo yankee [usr] -huh i spoke to er he said he was booked in and he put a note on it saying i wouldn't be at half [sys] no [usr] past [sys] there's [usr] 12 [sys] definitely [usr] today [sys] nothing booked in here for you i can book it in just now for you that's no problem at all it would be between now yes of course no [usr] could [sys] problem [usr] could you [sys] it was ml 69 echo yankee what was your surname sorry gillespie [usr] it's g [sys] and a contact telephone number please [usr] it's [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] and your address there please [usr] it's an [pii] it comes up [sys] [pii] [usr] [pii] [pii] [sys] [pii] and your address no problem is that an internal or external issue you've got there external [usr] it's not that it's in the pool [sys] no [usr] but it's [sys] problem [usr] now [sys] at all [usr] in the street [sys] and is it a house it's not a flat or a conversion it would be 100 [usr] no [sys] and £80 [usr] it's a house [sys] to unlock for you no problem [usr] aye i i know that i wonder why they never put [sys] do [usr] that through [sys] it was it was a chap you spoke to was a guy you spoke to [usr] it was a guy i spoke to [sys] we [usr] i i can't [sys] don't have any [usr] remember [sys] guys [usr] his [sys] in this [usr] name [sys] office i'm just wondering if it was a call center but listen i'll get this booked in for you just now [usr] no all right well do it was an english [sys] or [usr] guy [sys] it's maybe [usr] maybe [sys] been a call [usr] it was a call [sys] center [usr] center [sys] because we as i say we don't have any any shops in the office but i'll get this booked in just now for you miss [pii] and they'll give you a wee phone on your mobile when they're heading to you ok no problem [usr] all right [sys] thanks [usr] thanks [sys] bye [usr] a million [sys] bye bye [usr] that [sys] bye [usr] thank you right bye bye bye

2Chase Call

[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 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] at dino how can i help [usr] hi i'm just calling in relation to an appointment with [pii] that my mom had this morning apparently the the guy who turned up says said that the tap the shower tap that she was trying to have fitted wasn't suitable i'm just trying to find out if it's a if it's possible just to get any information on why why the the new tap was not considered suitable just to help me get the get the right one [sys] right ok has your mum got british home care cover [usr] i don't know i think she called [pii] on directly [sys] me have a look what's the post code of the back of fifth [usr] postcode is [pii] [sys] [pii] and the first line of the address [usr] [pii] [sys] thank you right ok i can give you the number for that direct office have you got a pen and paper to note the number down [usr] for the for the office [sys] the office [usr] you say [sys] who who sent the engineer out to the property [usr] all [sys] ok [usr] right [sys] the [usr] ok [sys] contact [usr] please [sys] number is [pii] [pii] [pii] that was [pii] [usr] ok thanks a lot [sys] all right take care [usr] great thanks very much [sys] bye [usr] thank you cheers ok bye

2Chase Call

[sys] my day no problem [usr] hi i wonder if you can help me this is mr [pii] here i got i did have an appointment booked for today but i phoned british gas yesterday to change it but i've had the automated message today to say he's coming [sys] right ok what's the postcode [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] ok and when was it you want to change it to [usr] it was friday the i think it's the seventh of december [sys] if [usr] the seventh [sys] i did [usr] of [sys] it [usr] january they [sys] it's all right let me just make sure that [pii] here [usr] eat [sys] [pii] [usr] it [sys] [pii] not back until the eighth of january we could do it any day then any any day that week [usr] after the eighth was it [sys] huh [usr] what what date's the eighth [sys] the eighth [usr] this [sys] of the monday [usr] i thought you said friday almost friday's the fifth monday the eighth will be fine for [sys] no worries [usr] me [sys] the morning or afternoon [usr] morning that'll be perfect [sys] morning no worries i'll get it changed just now for you ok [usr] i don't know he told me yesterday on the phone he did it but obviously not [sys] no he's not at all that's fine i'll do it just now for you ok [usr] perfect thank you [sys] thanks bye [usr] thanks bye bye [sys] bye

2Chase Call

[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 [usr] ok [sys] press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes good morning you're through to how can i help [usr] hi i wonder if i could help i had a book job a job booked in through british gas home home set of stuff yesterday and the guy came but you need to change the tap he turned the tap off and the guy came to to change it but he didn't he didn't know whichever it was when he left [sys] sorry you engineer came yesterday in regards to a non working tap [usr] aaa leak [sys] we've [usr] a leaking a leaking tap they turned it off and he goes the tap [sys] we've [usr] needs [sys] come [usr] be [sys] today [usr] he he goes he didn't have a spare tap and another guy came today to to change it but he didn't know what the job was he's left it and and left shall i give you a a a reference [sys] give [usr] number [sys] no bear with me two seconds let me just grab can i grab your post code please [usr] yep it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] [pii] and the house number [usr] it's [pii] [sys] [pii] can i confirm your name for me please [usr] my name is [pii] but the policy holder is by landlord doctor doctor [pii] [sys] ok no problem give me two seconds let me go and look into this for you very quickly [usr] no worries [sys] 4355029 number 29 here we go don't know just gonna open it and have a quick look at the details ok just bear with me two seconds [usr] because my my wife gave me a reference number and he goes he goes i can't find anything that number he said to me i said to her sorry [sys] have you ok i'm a little bit confused on this one ok from what i can understand there was let's have a look leaking brown liquid and smelling bad and staining the floors needs in it ok that was the job in total the notes are advising me liquid contained by underneath day before isolation but was switched off by a previous engineer and told the customer need new tap ok switched on and nothing wrong with the tap and no standing water no leaks from flexes i notice is there a new has a new tap been fitted recently at all [usr] no er we've been there nearly three years now and nothing's been fitted on it based off the when the taps the tap is idle or when it's on water leaks across the top of the tap and sit back it's a flat it's a flat tap and that water then runs back in the water runs back into the tap itself but it goes into the cabinet and it's it's wrecking the cabinet and the guy the [sys] it [usr] guy [sys] it's [usr] used to tell [sys] when it's coming back it's sitting on the cabinet and then it's w is it take it's a wooden one and it's all bubbling up and stuff that would that be about ok [usr] what's happening is all all the resin that's holding the solar panel together is starting to come away it's starting to leak the liquid and the guy goes there he goes i turn the tap off i will be back tomorrow to fit a new tap because this tap is but it's not really a great tap i said fine and then [sys] but he didn't [usr] guys [sys] say he didn't put a new tap in ok [usr] he he he came here cos he turned it back on again but i can't see what's wrong with it and left [sys] ok what i'm gonna do is money what i'm gonna do is let me just see if i can get a hold of the branch what i'm gonna need to do is get them to give you a call back to go through this because as i say from ok that's the best thing in front of me because i say i'm not too sure what the status would be i think what they're gonna need to is they'll probably need to then speak to the engineer and find out what the engineers fit saying and then somebody will come back to you and get that sorted let me try and get through to them first and see if i can get you put through to have a conversation with them first bear with me two seconds we need to work out why [usr] i well unless they can beat unless they can speak the engineer from yesterday cos he'd know exactly what's going on [sys] that that's what i mean what i'll do is hopefully [usr] ok [sys] if i get through to them i can have a conversation with them they'll then make a decision that they'll what they'll probably say to me is tell the customer we'll give them a call back at some point we'll speak to both engineers and find out what the situation is let me see if i can speak to them first and get this resolved right now or whether it's gonna be a question somebody is gonna have to give you a quick call back bear me two seconds let's just see what's [usr] no [sys] the [usr] worries [sys] situation 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 go 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 you're moving home did you can now change all your details online any time of day or night wherever you are to save yourself a call we can create a password for you and your engineer they're definitely who they say they are if you one just ask and we'll sort it for you i'm sorry to keep you waiting there sir i do apologize i've just spoken to the team [usr] no [sys] ii i do i do apologize this is gonna be slightly long winded are you available tomorrow sir [usr] my wife is home [sys] what [usr] tomorrow [sys] they're gonna do is they can send somebody again to you for tomorrow ok we do apologize what's happened we've got a new engineer coming out to you tomorrow to get this rectified for you sir i don't [usr] do what [sys] unfortunately [usr] time tomorrow [sys] they've [usr] or [sys] got the they've got a mobile number ending [pii] which they said that they'll call half an hour prior to their arrival [usr] small [sys] but [usr] one [sys] that's [usr] that's [sys] all been [usr] perfect [sys] done [usr] ok [sys] for [usr] cool [sys] you for tomorrow sir i do apologize about the inconvenience no worries [usr] ok [sys] thank you [usr] no thank [sys] bye [usr] you right

2Chase Call

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book 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 hello [usr] hello mate i'm a service and repair engineer i just need to try and book an appointment for dino please [sys] certainly we can do that for you can i take the [usr] yes [sys] postcode of the client [usr] it's [pii] [sys] to [pii] and [usr] i [sys] the [usr] say [sys] first [usr] it's [sys] line [usr] [pii] [sys] of the address [usr] [pii] [sys] and what's the name of the client [usr] er it's mister [pii] [sys] just bringing the details up [usr] that work shit [sys] what's the issue there [usr] just a noise on the hot water a humming noise with the hot water running [sys] is the customer vulnerable [usr] bye [sys] and as soon as we've got is next tuesday between eight and six [usr] that's probably right is is there is there a later appointment [sys] there [usr] that's [sys] isn't [usr] just a morning [sys] no tuesday [usr] or afternoon [sys] wednesday [usr] or [sys] thursday they're all eight sixes [usr] give me two seconds i'll just double check sorry tuesday wednesday or thursday next week they're all day appointments unfortunately they're all day appointments in the way but it's tuesday tuesday wednesday thursday one day you probably can do and they choose is that right [sys] tuesday [usr] tuesday [sys] right [usr] tuesday would be great [sys] i take a contact phone number for mr [pii] [usr] second it is [pii] [pii] [sys] all done all booked next tuesday the 10th between eight and the sixth [usr] all done [sys] cheers thanks [usr] fantastic [sys] bye [usr] that's brilliant thanks for helping me [sys] bye [usr] take care cheers bye bye bye

2Chase Call

[sys] thank you for calling dino [usr] thank [sys] plumbing [usr] you [sys] please note [usr] i [sys] all our calls are recorded for monitoring and training purposes press one for an update on parts press [usr] send me [sys] two [usr] a clip [sys] for an update on your appointment press three to discuss an ongoing complaint and [usr] how [sys] press [usr] may i [sys] four [usr] assist [sys] for [usr] you [sys] sales [usr] three right [sys] thank you for calling dino [usr] why [sys] plumbing [usr] what do you [sys] please [usr] have [sys] note all [usr] right [sys] our calls are recorded for monitoring and training purposes press one for an update on parts press two for an update on your [usr] c [sys] appointment press three to discuss an ongoing complaint and press four for sales [usr] my mother [sys] this [usr] sleep [sys] call [usr] fast [sys] is being recorded [usr] no she can't sleep better [sys] thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please [usr] don't you [sys] continue to hold and the next available agent will take [usr] i just [sys] your call [usr] hear the phone [sys] alternatively you can email your query to office [usr] five [sys] at dino [pii] london.com [usr] it's thank you for i [sys] thank you for calling [usr] program [sys] dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at [pii] london.com [usr] i i tell you when i come now [sys] this is [pii] how can i help [usr] hi we had a plumber coming on tuesday evening around 11 o'clock to check our leaks in the bathroom and he said he will call back next day to book an appointment because the engineer had to carry out the work a leaky pipe in the bathroom [sys] i understand [usr] but we haven't [sys] can [usr] got any [sys] you [usr] calls yet [sys] can you tell me the postcode please [usr] and two [pii] [sys] ok and what is the first line of the address [usr] [pii] anno in [pii] [sys] ok can you tell me the postcode again it's [pii] [usr] [pii] [sys] and [pii] from what i can see on the system all the jobs are closed the engineer that [usr] he didn't [sys] ended [usr] do anything he just came [sys] but now the jobs are closed they are closed by the system and this might be the reason why no one came back due to the engineers notes the job was successful [usr] ok but he didn't do anything he just checked where the leak is coming from and he said he he will need to arrange the engineer to come and carry out the work [sys] i understand there is no information on the system for that can you kindly call british gas and tell them about that and tell them to raise a new job for an engineer to attend [usr] ok all right thank you [sys] thank you [usr] alright bye bye [sys] ok

2Chase Call

[sys] to speak with someone about an existing job press one or for a new inquiry whether your drains blocked or your taps leaking trust dino edinburgh to fix the job hello you've reached [pii] hello [usr] hello hi hi what it is it's er my mum has got scottish gas the the insurance cover i phoned up this morning at the scottish gas and they think they've booked down the road to come out and have a look [sys] right [usr] at my mum's drain and outside of the drive but the scottish gas person phoned the scottish gas person told me it was gonna be tomorrow between 12 and eight but i got a phone call straight after from dina rod and it says that they will be with us asap i just need [sys] of [usr] to know [sys] course [usr] if [sys] no [usr] it [sys] that's [usr] is today [sys] that makes [usr] or tomorrow [sys] sense let me have [usr] i can [sys] a check [usr] in [sys] what's your postcode [usr] aye it's [pii] uniform [pii] [sys] [pii] right ok i'll have a look [usr] un and that should come up [pii] [sys] it's in for tomorrow it is in for tomorrow it's on our schedule for tomorrow [usr] is it in for tomorrow is [sys] between [usr] that [sys] it and [usr] is [sys] such shit [usr] that between 86 [sys] all right no worries thanks bye [usr] ohh that's brill right thanks for your help cheers bye

2Chase Call

[sys] thank you for calling [usr] thank [sys] dino [usr] you [sys] rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done it's really easy to book appointments online just visit dino dot com hi you're through to [pii] at world how can i help [usr] hi my name is [pii] i work for places for people we have a property that you are in the process of doing some work on the septic town cat it's 27 broccoli's in nest in cam i just we wait for park to come in before the work can be completed on it but i just wondered if there's any way we could carry out the actual emptying the septic tank without the proper the pump being installed [sys] right what i'm gonna have to do is transfer you over to the local drainage engineer [usr] ok that's fine [sys] local drainage office in that area could be a dining office but i'm gonna need the first part of the postcode they'll be able to explain the price [usr] no problem the postcode is the glasses [sys] sorry i can't hear you [usr] it's [pii] november 13 [sys] ok i think the microphone is covered can you hear me [usr] n no can you hear me now [sys] yes a a bit clearer i mean you do sound a bit muffly but it was that [pii] november 13 [usr] yes that's right [sys] ok right it was for septic tanks for drains [usr] at the moment i'm waiting for a part to come in for what you guys are but the occupiers have come back and they've asked if there's any way we can just drain it without waiting for the part [sys] of course can i transfer you over [usr] of course you can thank you [sys] you're welcome take care now [usr] thank [sys] bye bye [usr] you bye [sys] hello you're through to [pii] how can i help [usr] hi this is [pii] from places for people we've got a property 27 brockley in [pii] that you're dealing with the septic tank at the moment i know [sys] what's [usr] you guys [sys] the postcode [usr] sn [pii] november 13 [pii] [sys] [pii] [pii] she went on the third [usr] you're waiting for a part to come in it's just the agents come back to me and said is there any way that we can get the tank drained without the part being in place [sys] i'm not too sure he's dealing with that i'm being honest i can pop an email to our technical team see if they can have a look at it because i think it would be them that would be dealing with that for that area [usr] you could if you could if you could get them to give me a call [sys] that's fine no worries i'll pop an email now it should be someone called [pii] i believe [usr] ok have you got my number from [sys] that's [usr] the phone [sys] no if i take your number [usr] ok it is [pii] [pii] [pii] [sys] and what was your name sorry [usr] [pii] [sys] bye bye no worries i'll pass it on to him now and i'll get him to have a look at it for you [usr] all right lovely thanks much ok bye [sys] that's all right no worries [usr] bye [sys] thank you bye

2Chase Call

[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 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 down on demand how may i help [usr] hi hi there i've got a one of your engineers booked in to come and see me this afternoon unfortunately i'm not not gonna be and i need to cancel it [sys] that's ok can i take the postcode [usr] it's [pii] [pii] [sys] and the first line of the address [usr] two bus from bands [sys] and your name [usr] [pii] [sys] do you want me to just cancel it to follow mr [pii] or [usr] if you could if [sys] do you want me to [usr] you could cancel it for now i'd be grateful [sys] absolutely that's no problem [usr] great [sys] if you need us just give us a call back [usr] thanks for your help bye bye [sys] you're welcome cheers thank you bye

2Chase Call

[sys] hello [pii] [usr] hi i've just got a job done from you today and it's finished and gone quite pleased with it i need a receipt for the job i i've paid for [sys] what's the postcode of the property [usr] number [pii] [sys] the postcode please [usr] [pii] [sys] ok the job's not been built on the system yet obviously as soon [usr] would [sys] as it's [usr] i pay [sys] built [usr] the payments in the morning [sys] what was that sorry [usr] i've done the payments in the morning [sys] it's not been billed on the system yet [usr] what you gonna do [sys] as soon as it's been billed you will you'll get it sent to you [usr] well can you post it for me and email it [sys] just bear with me two seconds [usr] have [sys] can [usr] a [sys] i [usr] good [sys] just [usr] day [sys] grab an email address from you for you [usr] can i give it you one minute ok it's [pii] [sys] what was that sorry [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] and also could you post one to me as well because i need it for the record do do you want the address of my residence [sys] we wouldn't we wouldn't be able to post one we just do it by email [usr] is it all right then ok [sys] alright [usr] ok then that will be what in a couple of hours [sys] yes we'll do it do it in the in the next within the next hour [usr] ok thank [sys] all [usr] you [sys] right thank you [usr] bye bye [sys] cheers bye

2Chase Call

[sys] good morning how can i help [usr] hello i called at 10 and you guys said you were gonna email me over a bit of paperwork to do i haven't had it yet i was just wondering if you have the right email i just need to get it signed off and back to you by the time the technician goes round tomorrow i'm keen to get it sorted if possible [sys] was it regarding nr five a nq bear with me just a moment [usr] thank you [sys] mines are currently busy hold for a short while and your call will be answered hello can we just confirm the email address [usr] i mean i have emailed you quite a few times you have got it on the system i thought [pii] i also emailed you from that yesterday you should have an email from me with it anyway [sys] ok we're just waiting for the admin department just to send that over to [usr] that's cool i just wanted to check because i didn't know if you sent it over and it had gone to the wrong address or something as long as i i mean someone will check it in the morning i'm guessing if it doesn't get to me before whenever [sys] we're just waiting [usr] your admin goes [sys] we're just waiting on the admin department just to send that over to us then we can send the email but everything is just taking a long while for them to send it [usr] that's cool as long as long as i mean i'll make sure you've got it before the morning but i thought it would be better to get it all sorted [sys] no [usr] today and then it's less of a rush for things [sys] no [usr] but [sys] that's [usr] that's [sys] that's [usr] cool [sys] absolutely [usr] as long [sys] fine [usr] as it's done [sys] we'll [usr] ok [sys] as soon as we receive it we'll send you an email straight away [usr] great thank you i just want to check you have the right email ok [sys] lovely [usr] thanks [sys] thank [usr] bye [sys] you bye [usr] right

2Chase Call

[sys] thank you for calling dino rod partners with british gas [usr] side [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 or if you have an existing home care policy it's three did [usr] thanks [sys] that you can now book drainage services online in a few easy clicks visit dino dot com for details [usr] getting [sys] alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] and then after that [sys] good morning thank you for calling dino [pii] speaking how can i help [usr] hi [pii] my name is [pii] i'm just calling from wernick in [pii] we've got a booking for someone to come out to us today to unblock [sys] right [usr] our drains i think but [sys] ok [usr] our toilets flooding now and i just wondered if you had an eta for when someone was gonna be out at all please [sys] let's have a look what's the postcode is booked under [usr] it's [pii] [pii] [pii] what ok the [sys] and if [usr] bank [sys] i could take the first line of the address [usr] it should just be one at [pii] i think [sys] and just for data protection as well can i take the contact telephone number [usr] i think it's just this office [pii] [sys] ok let's have a look it's just that it should be with you by 11 a.m. [usr] by 11 ok cool that's great thank you much for your [sys] all [usr] help [pii] [sys] right no problem [usr] cheers bye [sys] take [usr] bye [sys] care bye

2Chase Call

[sys] [pii] and [pii] speaking can i help [usr] well you can i'm one of your customers from british gas i hope i've reached the right number for dino i had your dino engineer came to do a job on the fifth of august september his name was [pii] and he came to replace a a sewage pipe [sys] can i take your postcode please [usr] yes of course it's [pii] [pii] [sys] [pii] is it [pii] [usr] that's correct [sys] alright [pii] i've got that job how can i help [usr] he came to do the several jobs for us the last job was the pipe the sewage pipe he changed now he left the old one in our garden [sys] right [usr] he didn't take it with him [sys] right [usr] and he said he'd be back for it and the thing is it's been over a week and it's just sitting there [sys] ok just bear with me one moment i'll just speak to the dispatcher in that area thank you [usr] thank you [sys] hello i'm going to speak to the engineer [pii] and then we'll give you a call back all right [usr] you've got my [sys] i've [usr] number haven't you [sys] i've got a [pii] number is is that the landline [pii] or do you prefer [usr] yes [sys] this [usr] please [sys] number [usr] because i no that that [sys] that's fine [usr] n the [sys] ok [usr] landline will be fine the thing is i i he did give me his number and i contacted him he didn't pick up the phone i messaged him regarding the whole thing and he it's been over a week and this is why i'm calling dino instead because he's just [sys] i can see [usr] not [sys] from the notes on the job [usr] he's [sys] that british [usr] refusing [sys] gas have called regarding it as well i'm gonna get the dispatcher to call the engineer we'll find out what's going on and then i'll get her to give you a call back all right all right [usr] ok [sys] thank you [usr] thank [sys] bye [usr] you much thank you bye bye

2Chase Call

[sys] thank you for calling down the road press one for drains or two for accounts he told [usr] good morning it's missus [pii] i had er somebody out to my drains at my front drain and [sys] right [usr] they was coming back to do what the job they've got to do and [sys] right [usr] that must have been about eight weeks ago and i've not heard a thing [sys] all right just a second but we are really busy on repairs at minute [usr] it's been [sys] let's [usr] ongoing [sys] have a look [usr] this [sys] what [usr] now [sys] was [usr] since march [sys] what's your postcode love [usr] [pii] [sys] please [pii] [usr] [pii] [sys] just reading to know it's on the job [usr] right [sys] just a sec [usr] i hope it's the guy what's been coming cos he's lovely [sys] i can see it's the one where the when he came to do it the court he wasn't working was it [usr] no [sys] for some reason just a second love let me give you a date just [usr] all [sys] a second [usr] right darling thank you [sys] i'm looking at the 20th which is not this wednesday next wednesday [usr] that's perfect love [sys] all right i'll book it in for then all [usr] no [sys] right [usr] all right darling thank you very [sys] thank [usr] much [sys] you thank [usr] bye [sys] you bye bye bye bye

2Chase Call

[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 we record calls for quality and training purposes [usr] 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 [usr] he came out as well [sys] 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 [usr] cos [sys] afternoon you're through to [pii] at british gas how can i help [usr] hi i've got a an appointment booked with [pii] er dina plumbing er i just don't think er it's needed anymore cos [sys] right [usr] the the [sys] ok [usr] someone reported a leak in the flat but we'd we'd left the tap on a a tap on because we didn't have water this morning [sys] right [usr] er when when we turn the tap on there was nothing there but we'd left it [sys] right [usr] but someone someone's turned it off at the stock tap [sys] ok no problem what's the post code please [usr] er it's [pii] [pii] [sys] and what's the house number [usr] [pii] [pii] [sys] [pii] and did you say [pii] as [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok [usr] [pii] [sys] no problem what's the name of the account holder [usr] i'm not sure because i think it will be the my landlord i've got a reference number if that helps [sys] just bear with me does it begin dywo yep fire away [usr] it's 347 9328 [sys] i'm just waiting for that to load right i'm just looking for the home care service policy number that i can cancel the appointment sorry [usr] cos it wasn't it wasn't my first estate agent cos i was in [pii] at the time [sys] and you've got no idea what your landlord's name is sorry it might it might be this one hold on a sec let's have a look the [usr] i haven't met him i might be able to might be in my my initial contract [sys] it's just because you're because it's a block of flats it comes up with everyone that lives in the buildings knowing that we've got records of rather than just registering it to your address i'm just trying to see if i can find the account number no that didn't i just tried something else and that didn't work either [usr] fine [sys] i don't suppose your landlord's telephone number do you [usr] er i do [sys] let's try it that way [usr] for going save i'm not [pii] [pii] [pii] we just found his name it's [pii] [sys] ok just bear with me let's see what happens [usr] i'm just not sure if it'll be under the landlord landlord's policy or our estate agents who are the property managers for him [sys] it doesn't look there's anything under that phone number just bear with me let me go back into and then just once more can you confirm your postcode for me [pii] [usr] [pii] [pii] [sys] [pii] and then number again i know you live in the flat what's the actual [usr] it's [pii] [sys] thank you and you said his name was something d [pii] you said didn't you [usr] i did [sys] right ok yes brilliant got it fantastic thank you very much i'll be able to get in there and cancel that down for you now i'm really sorry that took some time [usr] no it's alright there is [sys] to the best of your knowledge it's been resolved just because the tap was left running because there was no water to the flat this morning you don't need i know to come out [usr] no no i don't think the water's back on and [sys] excellent [usr] it was just some water on the floor [sys] right ok that's wonderful i'm ever sorry that that took long to find i do apologize most sincerely and i hope you have a lovely weekend [usr] you too thank you very much [sys] take care now bye bye [usr] cheers bye bye

2Chase Call

[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] yes [sys] i'm sorry i didn't get 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 how can i help [usr] hi there can i give you gosh can i give you the reference number [sys] of course [usr] it's bywo 3394308 [sys] perfect and what can i help you with [usr] i just wanted because i never really trust british staff i just want to reiterate the fact that the doorbell doesn't work because it hasn't been wired in and i'm not living at the property because it doesn't work i need someone to call me half an hour before they turn up [sys] right ok let's have a look it looks an engineer it does look an engineer has been dispatched his name is [pii] let me get some notes on the account let's have a look the notes that are already on the system it's noted down our customer doesn't live at the property she's disabled er could you please call her out half an hour before arriving she can get to the address and then just got your mobile number there as well [usr] but i just i've necessarily british that appointment to my boiler cos it just no matter how many times they need no they never seem to get through [sys] not to worry well there is an engineer on his way you should definitely have somebody with yourself this evening [usr] the same thing i thought it was tomorrow [sys] let me in fact let me double check i do apologize yes it is tomorrow no i do [usr] of [sys] apologize [usr] you [sys] that's my bad [usr] i'm just leaving the house now because i have other people doing stuff today [sys] not [usr] i think [sys] to worry that is that is tomorrow for you [usr] amazing do you have any idea whether it's going to be an 8 a.m. or 11 a.m. or [sys] it does currently sit on my system let's have a look we currently stays between eight and six on my system we specify time yet but when the engineer is dispatched out to the property we will then have a a closer time frame [usr] ok perfect all right well i guess i will try and well i'll be up and i'll try and well i'll be up if he calls any time from half seven that's fine [sys] not to worry [usr] amazing thank you much for your help [sys] that's great well thank you very much [usr] thank you have a good evening [sys] cheers you [usr] hi [sys] too thank you bye

2Chase Call

[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes can i take your name please [usr] what my name or where i want you to go [sys] i need your name there please [usr] [pii] [sys] thank you how can i help [usr] can we get somebody out to the somebody er somewhere in [pii] to unblock a toilet strange [sys] do you have a home care agreement with us [usr] i'm pretty sure we do but i don't know [sys] are you the owner of the property or the tenant [usr] i'm a director of the company [sys] ok it's a business premises is it [usr] it's business premises [sys] ok were you looking for engineer tonight [usr] if possible [sys] ok we don't do any blocking at night time it's done during the day now [usr] it'll be tomorrow [sys] tomorrow tomorrow would be good yes alright [usr] ok should i phone tomorrow then i thought you were 24 hours to be honest [sys] it all depends on what emergency it is is it just unblocking toilet did you say ok and is there any sewage coming out of there is it causing any damage to the property [usr] er no it's going into the kitchen though or the spare kitchen [sys] is a sewage going into the kitchen [usr] the the spare one [sys] have you used our service before [usr] i i think we have [sys] what's the postcode there [usr] did did you say you can do it tonight or tomorrow [sys] and have a look for you to see what we can do for you [usr] ok [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] ok it's gonna be tomorrow for you [usr] ok [sys] sure [usr] can i just check with my man general manager and then see cos that he wanted somebody tonight really [sys] ok [usr] ok thank you [sys] ok thank [usr] bye [sys] you for calling bye bye

2Chase Call

[sys] thank you for calling [pii] please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts and finally option four for all other inquiries good morning [pii] speaking [usr] hello good morning [pii] and this is mr [pii] here i phoned yesterday afternoon and spoke to [pii] about arranging for your people to come to my daughter-in-law's house we had an issue with the drainage in the bears den and i'm just wondering if there's any progress on when they he explained to me that it was that it was a full day contract and you would be in touch to let me know i'm just trying to find out if there's any idea when they're likely to be to attend to [sys] what's the postcode [usr] blockage [sys] there please [usr] in the drain it's g 61 3 [sys] right let [usr] h [sys] me have a look [usr] j [sys] for you he's still in he's in a g three area and then he has another he's got three g 60 ones today two of them are morning appointments he he will have to do them first and then it would be yourself it will be into this afternoon [usr] right [sys] he will give [usr] ok [sys] you he will give [usr] into [sys] you a wee phone [usr] the afternoon [sys] when he's ready to attend to see that that's him on the way [usr] ok [sys] ok [usr] that's lovely that's fine [sys] it's [usr] thanks [sys] it's definitely [usr] very much as long [sys] there [usr] as i i i i've [sys] it's [usr] got [sys] it's [usr] some [sys] definitely [usr] indication [sys] with him ok [usr] that's lovely thanks a lot [sys] thank you thanks [usr] all right [pii] [sys] bye [usr] thanks for your help thank you bye bye bye

2Chase Call

[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 afternoon speaking to how can i help [usr] hello it's [pii] from how are you doing today [sys] i'm very well [pii] you [usr] i'm not bad i've just got this job here at the warrington cavendish sneider to see if get an update on it [sys] what's the postcode on it please [usr] let me get up for you just one moment that's w a [pii] then it's space six wu [sys] six wu from yesterday right it was done yesterday er right arrived on site to broken sandy floor although powers ge get into it more has failed there's a kitchen sink and some small thing running into it pipework runs up the wall and over the corridor and drops down into my all the time that's a lot of water damage to carpet it'll continue to fill up until the sunny fall is replaced needs a new sandy floor you chasing for hoping for it [usr] yes and the report sheet for [sys] i [usr] that one [sys] can send you the where are we let me just check with the local office where's the report going to [usr] it's through an email address called admin planning [sys] i'd been planning [usr] then it's [pii] [sys] [pii] [usr] [pii] [sys] do sorry do what sorry [pii] [usr] it's [pii] and then it's [pii] [sys] [pii] [pii] [usr] ian that's the one [sys] right ok let me just double check with the office how long are we gonna take for this quote anyway but it won't be a sec and i'll send you that other over in a minute no [usr] that's [sys] worries [usr] perfect [sys] mate thank you [usr] that's [sys] no [usr] brilliant [sys] problems [usr] thank you [sys] dino is the uk s expert repair service offering far professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year hi thanks for holding just walking to the office [pii] [usr] hey [sys] they're [usr] no [sys] gonna be getting on to that you should get that at some point today [usr] hm [sys] and the report wise i'll get you that over in the next couple of minutes no [usr] that's [sys] worries [usr] brilliant [sys] take [usr] thank you for confirming [sys] care bye bye now see you later no worries [usr] right [sys] bye bye [usr] cheers [sys] bye bye [usr] you too bye bye bye

2Chase Call

[usr] sure [sys] thank you for calling 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 plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred [usr] bye [sys] to a customer service advisor we record calls for quality and training purposes good afternoon speaking how can i help today [usr] hello is that a uk call center [sys] yes it is hello [usr] good hi hello how are you ok first of all if you wanna make a note of this yes i just rang up rod plumbing yes in [pii] that's where one of your offices it's closed now the office and who whoever's left a message on the answer phone rate with the national call center number it's wrong it's wrong and i got to double check that double check that double check that and whoever has left the number on there for customers it's wrong it doesn't even exist the number that that's left on the answer phone is the national call center [pii] [pii] that's the number [sys] is [usr] that's [sys] that [usr] the number that whoever works in in [pii] is left for customers to ring that number doesn't even exist it's only 10 digits what [sys] ok [usr] i mean [sys] sorry [usr] i don't i i don't know whoever that person is what i mean they need to understand probably leave a message proper leave them properly incorrectly [sys] ok i apologize for the inconvenience sir i can give you the the local offices number [usr] i've got the local office number i've just rang british [sys] ok [usr] gas i've rang to i've rang british cars to speak to [pii] they've closed at six o'clock on their answer phone they have said if you need to speak to national call center for [pii] ring [pii] that number doesn't even exist it's only 10 digits it's only 10 digits the person who's on that the person who put that number on the answer phone ray she's probably incorrect if you ring that number now yourself if you ring [pii] yes and that's the number that they'll tell you to ring that number doesn't even exist it [sys] it [usr] only [sys] doesn't [usr] takes [sys] exist [usr] only it's only 10 digits [sys] ok [usr] it should be [pii] i mean that's why i had to come all the way around to yourselves [sys] ok i'm just gonna put that on a note just bear with me sir [usr] why don't you bring in and you you'll know if you'll hear a message [sys] can i get your post code i can see the the local office number [usr] ok [sys] for that can [usr] if [sys] i get your postcode [usr] if you if you ring [pii]

2Chase Call

[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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning thank you for calling [pii] speaking how can i help [usr] yes i wonder if you could i just was trying to speak to your colleague and the the line went dead i'm not really sure what happened there i'm just chasing up a a repair that the the rental that i i live in is managed by an estate agent and they have been in touch with to organize to come out and organize a repair for a blocked sewage drain and i've asked them to to chase it up but watching paint dry i thought i'd just ring you up just to see when you guys are likely to come out to organize the the the repair please cos i'm conscious of the there's a lot of backfill now coming up through the toilets and i got visitors at the weekend i may have to end up canceling that cos i'm i'm really concerned about how everything's starting to back up into the house now [sys] right that's ok what's the post code it would be booked under [usr] the post code would be [pii] november 4 [pii] [sys] and what name would it be booked under [usr] i would imagine it would probably be [pii] [sys] and what's the first line of the address [usr] [pii] [sys] i certainly could what and when did they say it was booked in for [usr] well they it hasn't been booked here she what she told me the email that she sent me it states she says just to confirm following our phone call conversation that i have asked [pii] to proceed with the drain repair and to contact you directly as they did last time to book this in as soon as possible and this was from a company called pheasant retreats and the the lady's name was [pii] [sys] they've certainly not booked anything in for the foreseeable future with ourselves [usr] she said that she has sent she's had a conversation with yourselves to proceed with the drain repair and you were gonna contact me directly to organize to book in the appointment i just wondered if you had any details of that conversation or any emails with regards to getting in touch with me to book this repair in [sys] i certainly can't see anything i'd have to phone that local office maybe they have let me see if i can get hold of them see if they know anything about it bear with me [usr] that's good that's lovely thank you [sys] ok dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved efficiently and at a fair price trust dino rod the minded leader of drain services for homes and business across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online would you to save water but are not sure where to begin dyno plumbing and help we have a range of water saving devices available to find out more visit dino dot com today 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 hello they do know [usr] hello [sys] about it they're dealing with somebody called [pii] i don't know if who this [pii] is at the agency right [usr] [pii] [sys] right [usr] [pii] [sys] they're [usr] would [sys] just [usr] it [sys] waiting for one final email from her to say go ahead and that they agree to the costs and they've emailed her this morning just to get that final go ahead and once they've had that go ahead that's when they'll give you the call [usr] see the email i got from her yesterday because i was on the phone to her quite a considerable amount of time yesterday she said just to confirm following our our phone conversation that i have asked [pii] to proceed with the drain repair and to contact you direct as they did last time to book this in as soon as possible she's telling me that she you've had that in in essence that's what that tells me that everybody's got the go ahead and you guys have just got to ring me to book [sys] i [usr] the [sys] i mean [usr] appointment [sys] i can only tell you what obviously this lady's taught me [usr] no i i i absolutely appreciate that listen don't listen [sys] ok [usr] leave that with me i'll give her a call because i i say you're waiting for the final email to to say go [sys] exactly [usr] ahead and agree [sys] cos it's [usr] the [sys] quite [usr] cost [sys] between me i mean between me and you it's quite a big job you see it seems [usr] well do when i spoke to the gentleman that came initially out to see if he could just unblock what she told him was just a a blockage in the master ensuite bed thingy bath bedroom bathroom when i said to him well it's that main drain now and he looked at it and he went ohh right and he looked at it and he went it looks the ground around it's collapsed and it could be a dig out for me a dig out to that tells me that everything will have to be switched off it could be it could be a whole day it could it could be longer i said to her what's your contingency plan then for us as tenants where are we gonna go then if cos i can't live at the moment because we've now got leaks inside the house as well now and obviously the toilets are back filling cos the they they told us their their advice to us which ii i needed i i nearly shot myself if i'm honest she said one of them said well you can't use that bathroom just use all the other bathrooms and i said but the drain's blocked the main drain is blocked she said no just use the bathrooms and i said but they all go to the same drain and i'm what part of that don't you understand and i really thought to myself on my days and the poor gentleman that was here and i said to him can you put in your report but you've advised us we shouldn't really be using them and this is the advice it's getting and he said i'll put in that it's not taking the water from the house and i've said in the emails constant emails saying to them what the more we use this the worse it's gonna get it's gonna send it's already backfilling anyway but obviously now the blockage is getting worse because now the toilet downstairs that drains very slowly and then just leaves excrement everywhere it's not taking it away the the the another toilet has just started doing that the top one we can't use because what's happening is whatever happened with the initial blockage up in the master ensuite where that obviously has been used to to do plunge to get the water go to get down the the shower hole that's obviously the pressure's pushed that onto the pipe they're probably quite that's now leaking down into my son's bedroom we've now got a leak in there well there's a leak in the garage a leak and she all she keeps saying to me is all these leaks are due to the bain i said well i i appreciate they may well be but do what surely this leak now in the bedroom she said switch the water off i've happened to switch the water off and then when people come home i switch it on they can have a shower [sys] god [usr] or use the toilet or make a drink and then i have to switch it back off again and i said this is not this is [sys] no [usr] constitute normal living she said well as soon as we get the drain sorted all these other things will be fine i said well no she said if we get the other dr if we ever get that leak sorted she said and we don't sort drain out then the leak's gonna happen again i said well let's do it together let's get a plumber in to sort the leak out whilst we organize people getting in the drain get the drain and i'm just i'm i'm beside myself because just this isn't just normal it really isn't normal [sys] have [usr] and [sys] you [usr] it's really frustrating [sys] no i mean [usr] sorry [sys] no [usr] to offload [sys] not [usr] that on [sys] at all [usr] that's [sys] i mean [usr] not [sys] to [usr] really anything [sys] be honest [usr] you need [sys] with you [usr] to [sys] i mean [usr] put [sys] we're [usr] out [sys] desperate to do the job it's it's it's it's over it's it's £2000 though we're desperate we're desperate to do it we want the money [usr] i know i know that exactly i absolutely i don't blame you i mean i've said cos apparently the landlord is looking at his nh bc certificate cos that's still lie that doesn't run out till next year i know a lot of this stuff is covered on that [sys] no i [usr] i don't [sys] i exactly [usr] know what he's doing with regards to that but that's not my problem at the end of the day you you guys come out and do the work however he pays [sys] who [usr] for it [sys] cares [usr] whether he pays with it in [sys] exactly [usr] in rupees [sys] there [usr] he [sys] isn't [usr] has [sys] there [usr] to pay [sys] is [usr] for [sys] something [usr] it you know [sys] there [usr] do [sys] is something [usr] what i mean [sys] on here about that it's just saying billing [usr] but it's just [sys] to be [usr] that [sys] claimed from the landlord it says on the job description i don't know if maybe he is i mean we do get quite a lot where the the letting agent this is part of the problem the letting agency i don't know if they tell the landlords everything or the landlord [usr] no [sys] i i it [usr] of course they [sys] it's [usr] don't of course they don't [sys] no [usr] it's a load [sys] i know [usr] of [sys] what [usr] old [sys] it's [usr] well [sys] i mean i rent [usr] i won't [sys] i [usr] stop swearing but there you go [sys] i rent [usr] it's [sys] as well and i i'm very [usr] it's [sys] lucky [usr] it working [sys] that i don't deal with letting agencies i deal directly with the landlord and it's very nice i'm i'm very lucky but [usr] well this is it the the the previous property i was there for 10 years and i just dealt with the landlord all the time and if there was an issue he'd say i'd say to him this is that he said can you get i get in touch with somebody they've come out deal that he still that job done i mean sadly he decided that he he wanted to sell the property we we've only been [sys] wow [usr] in this property since the 16th of september and that was the first thing i i noticed a really disgusting smell and then they used the toilet upstairs and it was back filled up through the shower i was straight away onto this letting agency and they're going well she's not in till monday i said well where's my emergency contact then ohh well there's nobody in what do i do i'll just use another bathroom and when i went out into the garden cos that's why i could smell it i lifted up the the drain cover which you can just pick off the floor cos it's not even attached to anything and the ground around it's all just sunk and broken and i just noticed that the drain was all blocked up i rang her back and i said well the drain's all blocked up she said [sys] exactly [usr] ohh i'll just use another bathroom and i said but it goes to the same drain [sys] i [usr] and [sys] know but [usr] was [sys] the the [usr] a serious [sys] the way she [usr] man [sys] said [usr] you [sys] that [usr] know [sys] almost [usr] my [sys] it's [usr] god [sys] i don't live in a bloody mansion how many bathrooms do you think we've got anyway [usr] exactly that and i and we are lucky that there is there is more than one bathroom which is which is fine but the point being is [sys] exactly [usr] to the [sys] exactly [usr] blockage is in the drain that they all go to and that's what i was trying to get across to her and then she turned round to me and she said well i lived in the property and we had those troubles and i just had to live [sys] no [usr] with it for a while until we moved i said well that's not helpful is it that's not helpful to me i said what i've gotta go ohh cos you did it that's alright it's not helpful for me that's not a helpful comment and i said and that's up to you you chose to live that i don't and from what i'm paying [sys] but they're happy [usr] and i said [sys] to [usr] i don't expect [sys] and [usr] this [sys] the thing [usr] absolutely [sys] is if [usr] not [sys] you were a day late on the rent [usr] i'm not overly [sys] they're on [usr] impressed [sys] your case aren't [usr] with it [sys] they [usr] absolutely that may well occur if if [sys] no [usr] i even [sys] of course [usr] end up staying here that long at the moment at the moment i don't want to be here [sys] no [usr] but there we [sys] don't [usr] go [sys] be silly [usr] but anyway listen [sys] no don't [usr] er thank [sys] be silly [usr] you [sys] i hope [usr] much for [sys] we [usr] your [sys] get [usr] help [sys] it [usr] and [sys] sorted [usr] thank you for [sys] now [usr] listening to my drivel [sys] i was just [usr] i really [sys] gonna [usr] appreciate [sys] say [usr] the time [sys] that lady that i spoke to she did say that she's gonna email [usr] we do [sys] [pii] again now just to get her to she did say she spoke to her this morning but then after [usr] right [sys] i spoke to her just now she says well i'll send her a direct email right now then and hopefully she should get that back as long as they're quick you might even get a call this afternoon [usr] well this is it it it just needs to be done i mean i i think i'm probably gonna just cancel my visits for the weekend cos i just the the the state of the place is just disgusting it really really is disgusting and the smell is not overly pleasant i think what i'll [sys] hm [usr] do is i'll ring [pii] as well and just say to her look i've i've spoken to you guys and you are waiting for this final email to say to go ahead and agree the cost and the thing is the way i look at it is you do the work and then when they go to the landlord at the end of the day the landlord has got a i said however he paid for it it doesn't matter his his priority in my opinion but then i'm not a landlord in my opinion should be [sys] exactly [usr] let's get this repair sorted and we'll sort out the cost later do what i mean because i i work out how i'm gonna pay for it once they invoice me cos i know i guess you do 28 day invoicing or whatever you do but he's got he's got more than enough time and if he's he's had more than enough time cos this has been ongoing i said since i moved in on the 16th but i said i've i've never lived the last rent i was in just for the landlord 10 years brilliant two weeks with a letting [sys] quite [usr] agency and they're shit [sys] but the thing is do what i was speaking to a landlord yesterday [usr] the [sys] and then i was just about to book the job in and he said how much is it and i told him he's going ohh er i'll have a think about it then and i thought to myself but you've just told me that i've got no toilet and we can get somebody to them this afternoon but you wanna think about it just get it done [usr] no it's madness it's madness cos the thing is what they don't seem to [sys] exactly [usr] understand and this is what i've said to this company the longer this goes [sys] exactly [usr] on the worse [sys] exactly [usr] it's gonna get and the more cost effective the more cost it's gonna be and all these other things that potentially are doin the domino effect from this one particular issue which i personally don't feel the other issues are from it but i could be wrong i'm not a i'm not a drain expert but i just said to her the longer it is and i said it's in everybody's best [sys] right [usr] interest because what because the thing is that i work for a local authority anyway and we have to go out and do home safety checks on people on [sys] right [usr] carers properties and stuff before we we place children in their homes i know the fact that there is a landlord and tenancy act of 1985 and there's certain criteria they've got to meet on that and there's also the the fitness of human habitation act of 2018 these all these things i'm just they're in my back pocket if it don't happen then i'm gonna start quoting these things and and it it it could potentially not not be a good outcome cos i i i say [sys] of [usr] i pay [sys] course [usr] a lot [sys] not [usr] of money for this place and i don't i don't go to work [sys] exactly [usr] to waste my money on somebody else cos they can't be you say they can't be bothered to do it you [sys] you [usr] know whatever [sys] too no you're very very [usr] but [sys] welcome [usr] there we go listen anyway [sys] good [usr] have [sys] luck [usr] a lovely day and thank you much for your time today i really appreciate it look after yourself [sys] you too bye [usr] and hopefully we'll [sys] bye [usr] i'll get it sorted i will do thank you take good care bye bye bye

2Chase Call

[sys] good afternoon [pii] [usr] hi there we have an appointment booked for tomorrow and i just wanted to confirm what time the the person will be arriving please [sys] can i please take your postcode [usr] it's [pii] sorry bear with me i've lost that now i'm just phoning on behalf of the client [sys] no that's ok [usr] bear with me sorry i'll just put it up [sys] i think i think i can see it is it [pii] lx [usr] that [sys] miss [usr] sounds about [sys] miss [usr] right [sys] [pii] [usr] [pii] that's it [sys] it's from 9 a.m. [usr] from 9 a.m. it's a a latest time that it would arrive four [sys] to be honest with you it's more of a case of the engineer will call when he's on his way we don't tend to conduct cctv surveys in the afternoon or anything it will [usr] ok [sys] be i can see on here it's gonna be the first job of the day [usr] ok great all right brilliant that's [sys] alright [usr] great [sys] then [usr] thank you very [sys] thank [usr] much then cheers [sys] you bye [usr] thanks bye bye

2Chase Call

[sys] thank you for calling [pii] please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts and finally option four for all other inquiries good morning [pii] speaking [usr] good morning this is mister [pii] number one the court yard crosby er have been in touch with yourselves before i don't know if you're the young lady i spoke to before it was regarding your man was out here on the seventh of december er and he broke her he broke a cover for a drain i've been there i've been out to you guys up there several times even there was a guy come out here and i think it was february and measured the said dr cover that's it [sys] right [usr] that no [sys] ok [usr] one has done anything [sys] i [usr] about [sys] vaguely [usr] it [sys] remember speaking to you mr [pii] and it was passed through to the the supervisor let me get some details from you first of all what's your address again please [usr] number number one the courtyard crosby [pii] [sys] and can i have your postcode as well please [usr] [pii] [sys] [pii] right bear [usr] right [sys] with me a second [usr] yes [sys] please [usr] thank you [sys] when problems with your pipes arise you can count on dino rod to fix them our team is on hand 24 hours a day 365 days a year providing top quality repairs in a timely manner and as part of our national network we have a team of drainage and plumbing professionals ready to assist find your local expert at dino dot com drainage problems can cause untold drama but not with us by your side whether oils and fats have blocked your sink or sewage is overflowing your home or garden we'll work fast to ensure everything's back to normal in no time finding the source and fixing the issue quickly and effectively discuss your needs with us when you're connected dino rod plumbing force is on hand all day every day when we're not tracing and fixing various leaks we are offering a plethora of other related services fitting new taps all the way through to the installation of entire bathroom suites discover the scope of our expertise at our website dino dot com whether it's a leaky pipe or blocked sink residential home or commercial site our emergency support is the quickest way to resolve the problem not only that there's no call out charges and a three month guarantee on all work you can expect lasting repairs without breaking the bank it's just a few of the many ways we go the extra mile for our customers stay on the line to find out more did you can book a visit from a member of our team by visiting our website head to dino dot com pick your problem from the drop down menu and choose a time slot to suit your needs it's also the best place to ask for a free no obligation fixed price quote that address again dino dot com here at dino we leave no stone unturned when it comes to fixing your plumbing and drainage problems from showers and water tanks to radiators sinks and sewage systems there's no job too big or too small for us to handle let us know how we can help when we take your call we won't be much longer when problems with your pipes arise you can count on dino rod to fix them our team is on hand 24 hours a day 365 days a year providing top quality repairs in a timely manner and as part of our national network we have a team of drainage and plumbing professionals ready to assist find your local expert at dino dot com drainage problems can cause untold drama hello mr [pii] hi it's [pii] operations manager we're still trying to find [usr] hello [sys] your cover for you we had sourced one but they're constantly out of stock then i had spoke to a blacksmith who was going to try and make one for you [usr] right well that's it's right here and attending that's a bit concerning i i read in the paper or some i said it was a building company to get done for [sys] i mean [usr] something [sys] it's [usr] to [sys] still [usr] get down [sys] got the palate [usr] one [sys] over it hasn't it [usr] let's see aye well i what i don't understand one of you you well after [sys] -huh [usr] the last time i phoned one of your guys came out to measure it and er which it did and the the the existing well the broken blood was left on top of the palate and a a week or two later after that i i had [sys] right [usr] i realized the broken cover had gone i didn't know whether some of your guys had come up [sys] no [usr] and [sys] it wouldn't [usr] taken [sys] it [usr] it away [sys] wouldn't have [usr] to [sys] been [usr] get [sys] any of my [usr] numbers [sys] guys he's [usr] off [sys] more likely [usr] it or [sys] to have been a local [usr] what's [sys] scrap man or [usr] what's [sys] something [usr] happened [sys] that who [usr] to [sys] came [usr] her [sys] and lifted it [usr] well [sys] i think that's what it is but if [usr] i've [sys] you leave it with [usr] i've [sys] me mr [usr] wondered [sys] [pii] [usr] that [sys] i will chase it again and try and get it see what we can do for you and i'll be back in touch no everything's all see everything's [usr] i thought [sys] all [usr] it [sys] changed [usr] was just about [sys] now [usr] a standard [sys] that's [usr] size [sys] what they [usr] of the night [sys] to do it's that way then they they to confuse it do what i mean it's constant they are it's radiators see radiators for houses really the exact same as well they constantly toward the height of them then you're forced to buy more than one [usr] i mean [sys] 15 [usr] it's [sys] years is [usr] it's [sys] is antiquated [usr] 15 [sys] now [usr] years old old is it [sys] yes [usr] is it well [sys] yep [usr] i know [sys] that's [usr] that's fine that was installed [sys] as i said that is old [usr] i don't think [sys] -huh you [usr] when [sys] don't [usr] you're [sys] sound [usr] in [sys] in [usr] your [sys] your [usr] eighties [sys] eighties right [usr] that's [sys] enough [usr] not long [sys] ok but i will be back in touch i've got you on my desk now ok [usr] ok [sys] thanks then thanks bye bye [usr] right thank you right

2Chase Call

[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 hive thermostat could help [usr] a little fucked around her [sys] 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 [usr] on hold on hold on hold on hold one all afternoon [sys] at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too [usr] 16 fucking [sys] on a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills [usr] i know [sys] think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did good day you are through to british gas home care services department you are speaking to [pii] how can i help you [usr] hi i'm waiting for dino to come out because i've got a bit of a a burst pipe they text me at about quarter past five to say that they're gonna be there as soon as they can i'm just wondering if you've got a time at all for when they're gonna be here i've got a reference number if it's any good [sys] no it's ok i do have your details i'll just check for you quickly [usr] ok thank [sys] can i [usr] you [sys] please have your name and surname [usr] it's mister [pii] [sys] thank you much sir mister [pii] can i please have the first line of address and postcode for your property please [usr] it's [pii] [sys] [pii] thank you much and just lastly can i please have your date of birth [usr] it's 25th of the 9th 61 [sys] thank you alright let me just check on this appointment for you quickly can let they get me and what bye hello that are we ok i do see that there is a an emergency appointment booked in for you for today right let me just see ok i do see the estimate time for this appointment is any time between seven and eight [usr] seven and eight [sys] that is the estimated time for for for this appointment but should anything change that engineer should be in contact with you [usr] ok [sys] whichever engineer was that send you the text they will definitely attend but the time on here which is estimated is between anytime between seven and eight [usr] ok that's great ok all right thanks very much for your time [sys] ok mister [pii] no problem have yourself a great night for [usr] you too thanks very much bye [sys] alright [usr] bye [sys] then bye

2Chase Call

[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 am sorry did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning [usr] reach [sys] through to [usr] that [sys] [pii] speaking to [pii] how can i help [usr] hello good morning on wednesday a plumber came to fix the toilet but he brought the wrong part and i was told i would be called again for someone else to come by i didn't receive any call [sys] what's the postcode let me have a look at the job [usr] ok [pii] [pii] [sys] [pii] [usr] yes [sys] first line of the address please [usr] [pii] [sys] right i've got it right hold the line let me get you directly through to the office in that area who'll be coming back they'll be able to see where they're up to with it it won't be a sec [usr] ok can i please get the number of that office too [sys] because you got it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] thank you [sys] i'll i'll get you through now anyway won't be a sec [usr] ok thank you [sys] ok at a dino [usr] hello good morning on wednesday someone came to fix the toilet but they brought the wrong part and i was told that i would be called again to book [sys] unreal [usr] another appointment but i [sys] ohh [usr] didn't receive a call [sys] ok bear with me a sec just wait hold on one second which postcode [usr] cb 11 [pii] [sys] it just completely on hold for a sec [usr] ok no worries [sys] hello there sorry about the way is it [pii] [usr] yes [pii] please [sys] ok says the part isn't available till monday i'm not sure when that was written on the job when when do we attend [usr] wednesday the plumber came on wednesday [sys] it's not available till monday the do you want me to put you in for monday [usr] yes please monday at what time [sys] it would just be an all day appointment at the minute but if you give us a shout in the morning we can narrow that down for you [usr] ok ok that's fine and it's going to be with the correct part right the correct part has [sys] we've [usr] been [sys] ordered [usr] decided [sys] it to a local merchant but it's not ready till till monday [usr] ok but i just want to ensure that you guys if you guys need a photo or anything of the parts [sys] sorry [usr] because he bought he brought the wrong part last time [sys] but he's he's he's given us the part code for the correct part [usr] ok ok i just want to make sure ok then [sys] ok [usr] i'll call one day do i call directly to this line [sys] yes [usr] ok thank you [sys] [pii]

2Chase Call

[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 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 afternoon fridge line i speaking to [pii] how can i help [usr] hi there my name is [pii] from the sell estate agents i'd to ask her to help confirm a quote for a repair please [sys] ok [usr] that's an issue [sys] promenade range [usr] sorry [sys] is there a plumbing issue or a drains [usr] a plumbing issue it's a [sys] plumbing [usr] a shower certainly cartridge i think it is all the control [sys] right [usr] for it [sys] ok and what's the postcode of the or or what area are you in what what's the first half of the postcode of the property [usr] property is in [pii] [pii] [sys] [pii] all right then hold the line for me i'll get you directly through to the office that cover that area they'll go over cost and availability go from there [usr] appreciate that thank you very much [sys] what was that no problem at all thank you call is being recorded thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to [pii] thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to [pii] [usr] hi [pii] [sys] thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to [pii] thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office [pii] thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office [pii] this call is being recorded thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at dino east london dot com thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at dino east london dot com thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at dino east london dot com thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at dino east london dot com thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at dino east london dot com thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to [pii] thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office [pii] dino [pii] london dot com

2Chase Call

[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 we record calls for quality and train purposes the current wait time is approximately four minutes thanks for protecting your home with british gas our nationwide team expert engineers are always on hand to help and we're here whenever you need us [usr] no [sys] 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 at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too a boiler that's over 10 years old a new energy efficient boiler would save you more than 20% on your gas bill think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year thank you much for calling q through which is a call from the home care team i'll be your server for the day [usr] he hello there i've got an appointment booked for today for a plumber but i need to cancel it and amend it for another day please [sys] for today ok can i have your account number [usr] i haven't got my account number to hand [sys] your postcode [usr] i'll give you my address postcode [pii] [sys] thank you first line of the address please [usr] [pii] [sys] all right can i have your name [usr] [pii] how [sys] you want to cancel let's check [usr] but i wanna [sys] do you wanna [usr] amend [sys] reschedule [usr] it [sys] i'm in ok [usr] reschedule for another day when i originally booked it i thought it was a morning appointment i've checked today and it's an afternoon appointment and they still haven't turned up yet and i [sys] ok [usr] i can't wait any longer [sys] alright let me just schedule quickly is this number your best contact number [usr] yes [sys] just waiting for the slot there's an error with doing this can i just put you on a brief hold just a moment thank you [usr] ok

2Chase Call

[sys] good morning speaking how can i help [usr] hello there my name is [pii] i'm calling from building services [sys] it [usr] i was [sys] is [usr] just speaking to one of your colleagues on the phone she put me on [pii] and the phone went dead i [sys] ok [usr] was just wondering i i think i think her name was is it [pii] [sys] yep [usr] is it possible to be to be put back through to [sys] one [usr] at all [sys] second just let me put [usr] brilliant [sys] you on hold [usr] thank you [sys] hello [usr] hello [sys] and then is it [pii] from dawood [usr] hello i've just been put back through to you my name is [pii] i'm calling from building services [sys] hi how are you i wasn't sure what happened on the line then [usr] not not too sure what happened to [pii] but i'm back now [sys] no alright let's have a look into the job quickly just to make sure i've got the right postcode here that was [pii] [usr] that's correct [sys] no it was [pii] and [pii] i'll put you on hold just for a second sorry [usr] brilliant [sys] thank [usr] thank [sys] you [usr] you [sys] hello ok thank [usr] hello [sys] you for your patience ok thank thank you [usr] sorry [sys] for your patience sorry i say [usr] fine [sys] [pii] will get in contact with you about the job she i'm not too too sure when it will be but she will give you a contact for you [usr] ok obviously i'm just cos i've got a review meeting with [pii] at two o'clock today you see i'd i would have liked to have had a response by then especially with it being two weeks [sys] of course [usr] and it's not gonna look very good it's not gonna look very good when i say again that we're waiting for you guys to give us a give us an attendance today that's [sys] of [usr] all [sys] course no i understand but we're very busy in the office i do apologize but i'll make it i'll let her know that he needs to be need to let before two [usr] ok [sys] right [usr] brilliant [sys] thank [usr] thank you [sys] you [usr] much [sys] bye bye [usr] cheers thank you bye bye

2Chase Call

[usr] thank [sys] thank you [usr] you [sys] for calling dino rod partners with british gas please listen to the options carefully we can get you to the [usr] no [sys] right [usr] thanks [sys] team [usr] i've just finished [sys] if [usr] that coffee [sys] you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book plumbing services online in a few easy clicks visit dino dot [usr] babe [sys] com [usr] i can't [sys] for [usr] hear [sys] details [usr] now you put the kettle [sys] alternatively [usr] on [sys] please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] you what no [sys] good evening you're through to my name is how can i help you today [usr] hello there i called earlier and somebody was supposed to come round i think for eight o'clock and give us a call before but i haven't received any call or any text or any email or anything i wonder if you could check [sys] right ok just give me one second can i post code please [usr] [pii] [sys] [pii] [usr] [pii] [sys] first line of the address please [usr] [pii] [sys] and can you confirm your name and [usr] my [sys] your telephone [usr] name's [sys] number [usr] [pii] [sys] please [usr] and the number is [pii] [sys] can i put you on hold for one second [usr] of course [sys] car is that ok [usr] thanks [sys] cheers thank you dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers hi there thanks for holding i've just spoken to the engineer he said he's just held up on a job at the moment and once he's done what he's doing at the moment he will give you a call and give you an eta [usr] right do when that's likely to be cos i have to meet him at the property you see [sys] but [usr] do we not know [sys] and i said i did i did try and get a time out but because he's held he doesn't know how long it's gonna take him to deal with the problem that he's facing at the moment [usr] all right no worries ok thank you [sys] right appreciate [usr] cheers bye [sys] it take care bye

2Chase Call

[sys] hello thank you for calling dinah rod central london please note that calls may be recorded for monitoring and training purposes hello down road [usr] hi we booked an engineer to return the property but a lady called me yesterday and she asked me something i can't remember what she asked me and said she was gonna call back cos we got an engineer booked for some time today but [sys] what's your postcode please [usr] [pii] two alpha [sys] ok [usr] for alpha whatever t stands for [pii] a t tango [sys] is this [pii] i'm speaking to [usr] it is [sys] this has been scheduled for today it's i mean we are attending later today for this [usr] ohh ok [sys] job [usr] any idea what time [sys] i can't really guarantee i wanna say any time around around 12 o'clock but it can be a bit delayed though [usr] around 12 [sys] around 12 [usr] ok [sys] i wanna say it it can [usr] no [sys] be a bit [usr] it's [sys] delayed though [usr] i just i just wanna put the cleaner on standby that there's any cleaning up to do they can do it [sys] what [usr] ok [sys] i can [usr] that's great [sys] do is [usr] thanks [sys] [pii] once the engineer is on route to you i can give you a call and tell you [usr] super thank you very much [sys] no problem [usr] ok [sys] all right [usr] super [sys] then [usr] thank you bye bye [sys] bye bye bye

2Chase Call

[sys] [pii] and [pii] speaking how can i help you [usr] is that is this part of our hand [sys] this is our hand club we were doing a rod franchise [usr] that's perfect i used to work for you guys i'm going for a new job and they need to have a background check on me they need to verify that i used to work for you i'm just wondering if i could get the hr person the human resources his number and email i can pass it on to them [sys] it would be [pii] that you'd have to put down for your reference and you you do it via email address [usr] ok but higher right which is part of british gas is asking me for a number and an email for hr not for [pii] or cos i said can it be [pii] cos i've got [pii] number and stuff they're asking for hr [sys] just bear with me and what's your name sorry [usr] it's [pii] [sys] and what area did you used to work for [usr] east work to [pii] [sys] bear with me hello i do apologize unfortunately it'll be this number and it'd be [pii] yes [usr] [pii] perfect [sys] alright [usr] thank [sys] then [usr] you [sys] bye [usr] thank you much bye bye

2Chase Call

[sys] thank you for calling dino rod partnered with british gas we record [usr] you [sys] calls for quality and training [usr] and training [sys] purposes good morning you're through to [pii] can i take your name please [usr] hi it's [pii] from clarion out of ours [sys] hi how can i help [usr] hi i'm just calling regarding a job that was passed over to yourselves for [pii] in [pii] i've just got the customer on the line just needing an eta [sys] ok what's the post code [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] ok ok i'm just trying to find out for you is it to to do with the water leak [usr] and that's the one [sys] ok and that's [pii] is it [usr] er [pii] [pii] [sys] [pii] ok ok just bear with me while i find out for you [usr] thank you [sys] ok for this area this they don't seem to have any cameras available it's been passed on for the morning now it should be one of the earlier ones in the morning from eight o'clock now [usr] from eight o'clock [sys] that's right [usr] ok alright i'll i'll let her know and i'll just see what she says ok thank you for your help [sys] ok thanks for calling [usr] thank you bye bye bye bye [sys] ok

2Chase Call

[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.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 dino you're speaking to [pii] how may i help [usr] hey i wonder if you can i've been told to call back we was gonna have someone come out up until six o'clock but i just wanted to make sure they were coming out because i don't want because it's an office everyone's gone and i'm waiting around [sys] have you got ad y number at all [usr] do what i've closed my computer down can i can i give you our postcode it's [pii] [sys] and can you give me a name please [usr] it's [pii] [sys] and just for data protection can you confirm the address please [usr] it's [pii] [sys] i've got a telephone number of [pii] is that correct [usr] that's it [sys] ok [usr] i did [sys] let's [usr] give [sys] just [usr] my mobile number as well earlier i don't i spoke to a gentleman earlier only because our phones [sys] i've [usr] people [sys] got [pii] [usr] that's it yep [sys] if you could just bear with me what i'll do is i'll just call the engineer for you [usr] ok that'd be great thank you [sys] let's just grab that number and [usr] thanks [sys] then i'll put you on hold just as i call him [usr] ok great thank you very much [sys] thanks hello there [usr] hello [sys] i'm unable to get a hold of him it's it's just ringing ringing and then it goes to an answer phone i can only assume he's either driving or he's got his head stuck down somewhere [usr] right [sys] and he can't answer now he has been assigned to you and let me just clicked on the wrong thing and it looks i mean it should have been between five and six it's not six yet he could be traveling to you [usr] ok [sys] he should give you a call prior to arriving but then [usr] right [sys] he may just turn up i would say if you haven't heard anything after six give us a call and then we'll see again if we can get hold of him but as i said at the moment he's just not answering it could be [usr] right [sys] a case that he's he's on the road at the moment [usr] okey dokes all right then that's all right [sys] ok all [usr] all [sys] right i'll [usr] right [sys] pop [usr] then [sys] a note on here that you've called and [usr] ok [sys] we've tried to contact him all right thank [usr] all [sys] you [usr] right then thank you very much [sys] bye [usr] thanks bye [sys] bye bye

2Chase Call

[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 thank you for calling british gas home services you're speaking to i'm one of the solvers in this department how may i help [usr] ohh hello sorry what's your name [sys] that [usr] that [sys] was [usr] was be shade [sys] paper mache [usr] ok i don't want to say it wrongly [sys] thank [usr] ok [sys] you that's perfectly fine how may i help [usr] ok i hope you can help [sys] bye [usr] me i am very [sys] hi [usr] upset because [sys] three calls [usr] can you tell me i just got a text from you saying that there is an appointment for tomorrow [sys] i am happy to check for you if you could provide me with your postcode and house number [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] it [sys] [pii] [usr] help you out [sys] and the house number was [usr] [pii] [sys] was that 50 [usr] sorry [sys] was the house number [pii] [usr] yes [sys] are you able to perhaps just confirm your house number again for me [usr] what do you want [sys] the house number i wasn't able to hear correctly [usr] no you said it right [pii] [sys] i thought i heard it wrong i do apologize are you able to provide me with your first and last name please [usr] go in my car [sys] thank you [pii] please confirm your date of birth as well as the full address including postcode [usr] [pii] [sys] fantastic thank you ever much just spare me one moment it's just loading up now and i will then be able to see exactly which dates we have available is that ok [usr] no you didn't hear me [sys] hear me [usr] i said you have sent me a text that [sys] stating [usr] there is an [sys] that [usr] appointment [sys] there was a date [usr] tomorrow [sys] i would just need to check if that is correct on our system [usr] yes that's what [sys] please [usr] i want you [sys] wait [usr] to [sys] sure please bear me one moment ok it's just loading up now for me and that was for the plumbing and drains cover is that correct [usr] yes [sys] sure please give me one moment let me just have a quick look yes ok i can confirm there is definitely an appointment for tomorrow and that would be a all day appointment between eight and six [usr] and have you got another appointment on tuesday [sys] that [usr] but [sys] is correct i am able to see that there's another appointment for tuesday as well as well as between eight and six [usr] no this [sys] no [usr] is why i'm upset [sys] i'm upset [usr] people are not listening and they are sending wrong people and i am suffering because [sys] bye [usr] of that money wise because when you go there you the person says i am [sys] please [usr] i'm [sys] i am [usr] a not a drain person i no you need a plumber i i'm a drain now first of all let's sort this out i i when [sys] ok [usr] i booked this appointment [sys] that's fine [usr] i canceled the monday and then instead of monday i asked for to tomorrow on tuesday [sys] which you use [usr] and [sys] ok [usr] that's why but the lady [sys] what [usr] she didn't cancel the monday and [sys] monday [usr] she gave me the appointment on tuesday [sys] ok would you me to cancel the monday appointment for you [usr] i don't want the monday appointment [sys] ok i am able to cancel it now while i am on the line is that ok [usr] but there is an appointment i want on tuesday [sys] i can [usr] i can't [sys] confirm [usr] confirm [sys] that the [usr] that [sys] appointment [usr] you [sys] for tuesday is still going ahead as planned i can see that [usr] you [sys] there is one for monday however i will be canceling the monday one for you now [usr] right [sys] is that ok [usr] that ok [sys] to be a ok [usr] ok [sys] i'm just going to cancel the monday appointment for you now it's just loading up [usr] ok [sys] ok that is just loading up for me i can confirm that has now been canceled for you [usr] ok and can you confirm that there is appointment on tuesday [sys] i can confirm do you have a pen and paper nearby [usr] yes [sys] ok i [usr] no [sys] can give you the sorry [usr] you can send me the text [sys] i can see that there has a text gone out for tuesday however i can provide you with the work request number [usr] hang on one second [sys] sure [usr] ok go ahead [sys] that is d for delta y for yankee there should be a hyphen in between and then w for whiskey o for oscar hyphen 344 0215 that would be the work request number for you [usr] 3440215 [sys] hello correct [usr] ok one thing i want you to put a note there and which is very important [sys] yep [usr] because when your workers go there they don't leave any worksheet they don't [sys] they don't [usr] tell you [sys] tell [usr] what [sys] you [usr] they [sys] what [usr] have done [sys] they have done [usr] and then the tenants [sys] the tenant [usr] make up their stories and then they put the complaints against me it will be better [sys] be better [usr] it's not better i [sys] better [usr] want [sys] i [usr] you to do that i want you to when you go to my [sys] go to my truck [usr] you leave a worksheet what you have done [sys] please spare me one moment i'm just typing that in now [usr] that is all the companies do except you because [sys] ok [usr] i'm a landlord and i don't live there [sys] i [usr] i want to know that the job what [sys] has been done [usr] he came for what did he do [sys] sure i will definitely put that in the notes now it's just loading up you would them to leave the report of what has been done [usr] yes or [sys] yes [usr] or it will be better if you send it to me the report you understand what i'm saying [sys] i completely understand [usr] iphone thank you [sys] ok i've just added [usr] ok [sys] in that information for the engineer when he does open the job tomorrow then on tuesday he will then be able to see exactly what notes i've left for him after the job has been done he would then leave the report with the tenants i have made mention that he could send it to you as well [usr] ok [sys] is there anything else that i could assist with [usr] no thank you [sys] not to worry if i don't get to speak to you again i do hope that you have a great day all [usr] take [sys] right [usr] care [sys] bye [usr] bye

2Chase Call

[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 [usr] ok [sys] we record calls for quality and training purposes thank you for calling [pii] speaking how can i help [usr] hi hi i'm trying to book the survey for my building which i've talked to about with you guys before [sys] you want to book what a cctv survey [usr] it's on my account what's needed [sys] it's on your what sorry your account with with a account right er what you you've got one booked in you mean or [usr] i've been talking to you guys about getting the the survey done and i was i'm on a group of directors for a right to manage and i was just waiting for the consensus to go ahead with that but i've already spoken to you about the property not you personally but i've already spoken to someone at [pii] about the property i i don't know exactly what's needed but it's in the notes for the apartment what's needed i think it's the cctv [sys] right [usr] survey [sys] right i'll have to have a look what's the post code for the job [usr] it's [pii] [sys] let me just see if i can find it bear with me and what name would it be under [usr] ruby ruby [sys] right and what's the first line of the address [usr] it's [pii] [pii] [sys] let's have a look right it's referring to another job bear with me i'll try and find that other one cctv survey right i'll have to call that local office bear with me [usr] ok [sys] there we go right i'll give that local office a call bear with me [usr] yep [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly hello [pii] [usr] hi [sys] hello there well i've got a lady on the line for you from the office i'm just gonna transfer you to her ok [usr] no thank you [sys] ok bear with me there you go [pii] [usr] hi thank you hello [sys] hi [pii] you're through to [pii] how can i help [usr] hi i wanted to book the survey that we've been discussing for [pii] [sys] ok i take it this is just a normal survey is it [usr] what's needed should be on the account the last time you guys came out you recommended a particular survey i think it's a cctv survey but i don't [sys] i i can see that on here i just wanted to double check that that's what you've been advised also ok no problem [usr] i mean [sys] have [usr] i don't [sys] you [usr] know [sys] been [usr] what [sys] quoted [usr] the [sys] prices by us [usr] it's 2 50 an hour and then 100 and 50 for the next hour 2 50 for the first two hours is it [sys] and then 125 every hour after ok [usr] ok [sys] no problem let me just [usr] and [sys] quickly get all [usr] is [sys] this typed [usr] there any [sys] in [usr] way [sys] cctv [usr] to know how many hours it's gonna take [sys] unfortunately i wouldn't be able to say just due to the fact that the engineer would have to come out and assess the situation when he gets there and let just purely because we don't know how big the drains or the pipes are or what needs to be done [usr] do you need to be inside the property as well as outside the property do you need to get into all the flat [sys] i'm not entirely sure just bear me one second i'll find out for you one likes being bunged up especially not your drains when water or sewage has flooded your home or garden it can leave a smelly mess you'll need hi [pii] no we don't need to be in the property to conduct the survey but we do require somebody to be home just in case we need some toilets flushing or or anything that [usr] i'll be there but they're all the flats are individualized i can do it from my flat but i can't do it from other people's flats [sys] no that's that's absolutely fine don't worry [usr] all right [sys] 1 to 5 per every hour after ok no problem just to let we don't do cctv surveys on a monday and we don't do them in the afternoon if you have any availability sorry bear with me one second this is just completely taken me off of your account and i'm not sure why [usr] no [sys] this happens to me all the time sorry bear with me [usr] ok [sys] t w-2 5 qe i know that be what's going on t w-2 5 qe sorry about that this computer does run a bit strange sometimes ok here you go cctv and it was 2 51st 2 hours 125 every hour after and this is gonna be payment on completion is that ok [usr] that's fine [sys] ok no problem we don't do these on a monday and we don't do them in the afternoon what availability do you have for us to get this fitted in [usr] what's the i mean what is that makes it thoroughly i mean can you do it tomorrow [sys] let me just check no we wouldn't be able to do tomorrow let me just tell you what day we have availability i could potentially do friday morning how does that suit you [usr] no friday morning doesn't work the next [sys] i [usr] one would be tuesday morning [sys] i can do tuesday morning [usr] ok great let's do that [sys] ok no problem let me just get all this booked in for you you should receive a text confirmation anyway [usr] ok [sys] just to confirm that the booking has been made for you and i'll get it booked in for tuesday morning [usr] what does that at 9 a.m. start [sys] it will be first job of the day [usr] ok [sys] any time between eight and nine thing but the engineer does call when he's on his way over to you anyway [usr] ok great am i getting the same engineer that i had before because that would [sys] maybe [usr] be ideal just because he's he was pretty connected to the property [sys] ok i can have a look into it for you i i make no guarantee just purely because sometimes the areas do change when it comes to engineers one of them may potentially be covering a different area i think it was [pii] that came out to you last time luckily [pii] works within that area there's a good chance it could be [pii] but i don't want to put that as a guarantee to you just in [usr] ok [sys] case [usr] ok [sys] but you should receive the text confirmation and i've got this all booked in for tuesday for you [usr] ok the other thing is are connected to this are they gonna look not just at the sewers but the drain where the water from the roof goes down a pipe and into the ground are they gonna look at those drains as well or they're just looking at the [sys] yes that [usr] ok [sys] they'll they'll look at all of them they they'll do a whole map out of the drains the whole drainage [usr] right [sys] system and everything and then i think it takes 7 to 10 days for you to receive the report back from the surveyor [usr] all [sys] and then you'll be able to see what's been going on [usr] all right great perfect thanks for your help [sys] alright then [usr] ok [sys] no [usr] bye [sys] problem at all thank you bye [usr] bye

2Chase Call

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right theme 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] what what up [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] no i just move my hand [sys] did [usr] it [sys] that you can now book drainage services online in a few easy clicks [usr] why you got stock [sys] visit [usr] coming [sys] dino.com [usr] out [sys] for details [usr] i for sh [sys] alternatively please [usr] the [sys] hold and your call will be transferred [usr] never [sys] to [usr] forget [sys] a customer [usr] that [sys] service advisor [usr] that what [sys] we [usr] that [sys] record [usr] one [sys] calls for quality and training purposes [usr] for me [sys] good evening you're through to dino my name is [pii] how can i help you today [usr] hi i've just booked a a engineer online i've got a reference number i just will it be tonight he's coming out i've got water pumping out of my face at the minute and i can't stop it [sys] what's the postcode please [usr] it's wfn five gl [sys] say that again [usr] wf 10 whiskey foxtrot 10 five g for golf l for lima i've got a reference number [sys] thank [usr] as well [sys] you [usr] if you need that [sys] did you book with british gas or down or [usr] full british gas but my appointments come from dino appointment has been booked it said [sys] because because it's an insurance booking it is them that need to chase it for you i can put you through and they can try and contact the engineer and get [usr] if [sys] an eta [usr] you can [sys] is that [usr] i've [sys] ok [usr] got i've got my hands on my water tank at the minute with boiling water throwing out at me i've got kids here and i can't i can't stop it i need to speak to somebody [sys] do do do where the stop tap is it's usually in the kitchen if you stop [usr] we've [sys] water [usr] done [sys] going [usr] that but [sys] in [usr] we've done that already but the water is still pumping out at this tap and it's boiling water and the water tank on my landing i've got towels wrapped around it it's coming through my towels [sys] if you turn your boil off the water will stop getting hot as well [usr] turn your i i don't know how to turn the boiler off how to do that i wanna be living easter cle i don't really know where [sys] where the boiler on the boiler there's a knob it it should just say off our [usr] what [sys] boiler [usr] on the [sys] habit [usr] on the on the water tank coat [sys] on the boiler [usr] the boiler downstairs that'll be downstairs in the kitchen it'll say what off [sys] you can turn the butter off but let me put you through and then they can chase the engineer for you ok [usr] cheers thank you [sys] yes hello and welcome to british gas calls are recorded for training and monitoring purposes please choose from one of the following two options if you have a question about heating or home care press one to discuss your gas and electricity account press two [usr] stop me [sys] please choose from one of the following two options [usr] wow [sys] please enter your account number using your telephone [usr] i've [sys] keypad [usr] got an account number [sys] ignoring any letters [usr] love that [sys] just use your telephone keypad to enter your account number then press the hash key this may start with 85 or 91 or if your account number includes letters please enter the numbers only i'm sorry i still didn't understand please enter your account number using your telephone keypad then press the hash key your account number may start with 85 or 91 or it may start with letters if your account number does start [usr] my [sys] with [usr] god [sys] letters please enter the numbers [usr] [pii] [sys] ok just a moment whilst i look that up [usr] you need to hold [sys] thanks [usr] out no no [sys] for heating and boiler appointments press one to book or discuss an annual service press two for plumbing and drains it's three for electrical wiring press four or for kitchen appliances press five please first let me ask has the breakdown you reported left you without heating or hot water [usr] yes [sys] i'm sorry i didn't understand please just say [usr] yes [sys] yes or no do you have an alternative [usr] no [sys] source of heat ok and finally is there a risk to the health and safety of you or any member of your household that we need to be aware of [usr] yes [sys] i'm sorry [usr] put [sys] i [usr] my [sys] didn't [usr] light [sys] understand [usr] is a noise there [sys] please just say yes or no sorry again is there a risk [usr] yes [sys] to the health ok please hold [usr] well i'm getting getting burned [sys] the current wait time [usr] are you [sys] is [usr] fucking [sys] approximately [usr] guilty [sys] 25 minutes is your boiler showing an error code if please tell us when we answer your call it may help us diagnose the problem faster and we may be able to help fix it over the phone 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 [usr] my i haven't went for long before i went in here earlier it went alright then cos it was it was for me [sys] 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 [usr] a lot of fun [sys] looking for our latest energy hive and new boiler offers [usr] one [sys] search [usr] it [sys] british gas offers [usr] not [sys] online [usr] fucking pissing out [sys] or ask us today [usr] i'll definitely have that fucking bottle of la tonight from my life i'll tell you what i'm i'm glad to save i swear to god that way you've got that proper home for do you have any thoughts the blue box [sys] 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 [usr] sam's f ringing me as well but he'll have to wait no my [pii] [pii] comes up [pii] [sys] want to save a few £100 a year on your energy bills ask us how a high thermostat could help [usr] i'd rather have not fucking eat him and i fucking walk something out no i can't leave it i'm really sorry babe you any further just tells not how much longer done me a big favor run downstairs and get the biggest tug we've got [sys] if you have home care cover [usr] that [sys] for your boiler and we can't [usr] it [sys] repair it we'll replace [usr] switch [sys] it for free [usr] it [sys] if it's under seven years old whether we installed it or not [usr] it's already coming out but i went to [sys] at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier [usr] i [sys] today [usr] just now let's have [sys] can [usr] a look [sys] rely on us tomorrow too [usr] please for me to try and move it i can't afford it i don't wanna do it yet i don't know you're getting burnt with it he had at his shop she came back i keep changing her now and she you're blocking on that i put it in the wrong spot you want to hold it here let me get the move on [sys] got a boiler that's over 10 years old a new energy efficient boiler could save [usr] let [sys] you more [usr] me [sys] than 20% on your gas bill [usr] hello it would be nice my old my old are you older merry christmas [sys] think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier [usr] hopefully [sys] to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today

2Chase Call

[sys] thank you for calling dino rod partnered with british gas [usr] 20 [sys] please listen to the option carefully we can get you to the right team if you need any help with a drainage problem press [pii] if you require our plumbing services press [pii] 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 [usr] wow ok i only [sys] dino is one of the [pii] leading plumbing and drain services from [usr] that's [sys] blocked [usr] bad [sys] drains to burst pipes and busted [usr] four [sys] boilers [usr] days [sys] we're here to help you good afternoon you're through to dino zebra [usr] ok [sys] how can i help [usr] hi there i've been waiting for one of your call out to come since about 1 p.m. now and nobody has turned up still if i can give you my postcode [sys] it'll be [pii] anyway but what all good [usr] it's hotel golf 11 [pii] j [sys] and the first line of the address please [usr] it's number [pii] it's [pii] [sys] got you hold the line a sec let me get you directly through to the office who are coming out they'll [usr] ok [sys] be able to see where they're up to won't be a minute ok [usr] yes no and what to do with this where are you you you don't care that's fine [sys] told our operators know you're waiting [usr] you tell him to [sys] by road [usr] about you hello [sys] hello [usr] hi there [sys] hi how can i help [usr] look i'm just chasing up one of the call outs i've been waiting since about 1 p.m. i was told i'd be turning around the afternoon time and it's nearly four o'clock nothing no one turned up here to the address [sys] postcode [usr] [pii] [sys] he's on for the engineer to spend this afternoon [usr] yes and i was told i would get a call but i said we can't we can't really guarantee a time i've been waiting there because i i did advise that i live about an hour away i've been waiting since 1 p.m. for somebody [sys] i say [usr] to turn [sys] i've [usr] up [sys] it is all the jobs have been dispatched to him the engineer that will call you when he's on his way [usr] could you not check or possibly ring the engineer to to let me know approximately when he can come when he'll be coming [sys] doctor [usr] sorry [sys] have a look where i can have a look where he is but i said we've just been busy [usr] yes no i appreciate that love but as you can appreciate i've been i've been waiting for you for about for the past three hours now [sys] i said i didn't give you a time i just said this afternoon we just can't give times at the moment just a second [usr] thank you no worries [sys] hello hello [usr] hello [sys] i've just tried [usr] hi [sys] ringing [usr] there [sys] him he's not he's not answering he's probably driving i'll get him to give you a call and let what's happening [usr] could you please [sys] yep [usr] at what time is he is he would he be able to come [sys] i [usr] till [sys] i don't know cos he's not answering his phone i don't know what he's doing i say i'm trying to ring him but he's not answering as soon as i get [usr] right [sys] hold [usr] and when [sys] of him i'll [usr] the [sys] tell him to i'll tell him to give you a call as soon as i get [usr] right [sys] hold of him [usr] and can this and and is this call out till how long till six o'clock five [sys] i don't [usr] o'clock [sys] i don't know i don't know what he's doing i say at the minute i've tried ringing him he's not answering his his phone [usr] right ok [sys] i'll get him to give you a call all right [usr] right ok ok [sys] all right thanks bye bye [usr] but he

2Chase Call

[sys] thank you for calling dino rod partners with british gas please list 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 through to [pii] speaking how can i help [usr] hello there my name's [pii] i'm calling from a club in [pii] we have a job booked in er the engineer came yesterday but er couldn't find anywhere to park he said he booked the job and again today i'm just making sure that has happened because i've come in just to do it [sys] what's the post code [usr] it is [pii] [sys] is that [pii] [usr] [pii] [pii] [sys] hello [usr] that's [sys] hello [usr] it [sys] at the beginning of the postcode sorry what what's the first letter [usr] [pii] [sys] [pii] and it was [pii] [usr] [pii] [pii] [pii] [sys] and the first line of the address [usr] is the [pii] [pii] [sys] it's just searching now [usr] the arcadian center [sys] i understand are you a [usr] no no and i just [sys] no [usr] er booked this in a few days ago and er yesterday was the first day they could do [sys] just trying to find [usr] do [sys] it [usr] you want the reference number for the booking [sys] if you've got it please [usr] it's dy dash wo dash 3421461 [sys] 342 1467 [usr] 1461 [sys] 3421461 [usr] no sorry 342116 sorry 3421461 [sys] just having a look now all right i've got a different postcode what post code did you give me sorry [usr] [pii] [pii] [sys] you're saying [pii] then [pii] again you said [pii] [usr] no no [sys] ohh [usr] just [sys] right [usr] there's only 14 [sys] right ok that that's right that's where i went wrong then right ok i can see it now [usr] that was [sys] i'm just checking the details right i'll put you through to the local office and they can update you on what's happening just bear with me have you got their number as well [usr] the local office no [sys] no [usr] i don't [sys] i'll [usr] have that [sys] give you their number i'll put you through but i'll give you their number as well it's [pii] [usr] ok i'm afraid i have no way of writing [sys] that's [usr] that down [sys] fine [usr] at the [sys] i'll i'll [usr] sorry [sys] pop you through then [usr] you just put them through that's great thank you [sys] rad [usr] hello come in my [sys] hello [usr] hello [sys] i hey ma [usr] hello there yes i can hear you we've got a job booked in this afternoon to the glee club [pii] [sys] [pii] [usr] engineer called yesterday but he was late and couldn't find anywhere to park he said i'll just book it in for tomorrow i'm just checking he's done that all right [sys] we've got you a job booked on for your on the 29th [usr] no it's today today we need it today [sys] the toilet [usr] that's right it's it's not a toy it's a it's a it's a pipe from the toilet's blocked here the toilet is fine [sys] is it [pii] isn't it [usr] [pii] the club [sys] [pii] [usr] [pii] it's b bravo 54 tommy delta do you want the booking [sys] got nothing [usr] reference number [sys] on for that [usr] ok the booking reference number is dy dash wo [sys] jay [usr] dash 3421 dy [sys] ddy [usr] dash [sys] cash [usr] dash wo dash 342 1461 [sys] ok and your clay is it glee group did you say [usr] the glee the glee club the glee club on [pii] street [sys] ok bear with me two seconds [usr] ok cool thanks [sys] we are sorry to keep you waiting a member of our team will be with you very shortly thank you [usr] right [sys] we [usr] bear [sys] are sorry to [usr] with [sys] keep [usr] me one [sys] you waiting [usr] second [sys] a member of our team will be with you very shortly thank you [usr] i'm just on hold her right i've got the code for this [sys] we are sorry to keep you waiting a member of our team will be with you very shortly thank you we are sorry to keep you waiting a member of our team will be with you very [usr] ok [sys] shortly thank you [usr] hi [pii] how are you ok let's go and have a look while i'm waiting [sys] we are sorry to keep you waiting a member of our team will be with you very shortly thank you [usr] sorry this little frighten but when it's igniting it seems fine once you get it [sys] we [usr] igniting [sys] are sorry [usr] but [sys] to keep you waiting [usr] this [sys] a member of our team will be with [usr] goes [sys] you very [usr] off [sys] shortly thank you [usr] then the gas is coming on and this is having to jump this is having to fill with gas before that we were just making this big washing sound [sys] we are sorry to keep [usr] this [sys] you waiting [usr] somebody close the [sys] a member [usr] door [sys] of our team will be with you very shortly thank you [usr] i very very common [sys] we [usr] ok [sys] are [usr] cool [sys] sorry to keep you waiting [usr] i [sys] a member [usr] think [sys] of our team will be with you [usr] i'll [sys] very [usr] go and turn [sys] shortly [usr] it on in there [sys] thank you [usr] i'll go to the the main plant room turn it there and then you should be able to just [sys] hi [usr] turn it on [sys] sorry [usr] from here [sys] for the hold bye right [usr] hello alright [sys] it's just a quick question [usr] hello [sys] if you got a loading bay or anything [usr] hello [sys] where the engineers can park [usr] we have indeed it's on the other side of the arcadian but yes they're just behind the car park they can park there [sys] behind behind the car [usr] i [sys] park [usr] i don't know if you want if you want him give him my number and then i can explain exactly [sys] ok [usr] where it is [sys] what's your number [usr] it is [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] that's lovely [usr] lovely [sys] just bear with me two seconds i just got to speak to my dispatcher [usr] ok cool [sys] we are [usr] that's [sys] sorry [usr] that's [sys] to keep you waiting a member of our team will be with you very shortly [usr] there you [sys] thank you [usr] ok there you go thank you ok [sys] we are sorry to keep you waiting a member of our team will be with you very shortly thank you [usr] bye [sys] hi sorry for the hold we [usr] ok are we [sys] we're [usr] done [sys] gonna get somebody out today it will be just the one engineer [usr] ok [sys] obviously [usr] cool [sys] it will pass your number on and they'll give you a call when they're there you can redirect them of [usr] yes [sys] where to go [usr] lovely ok [sys] alright [usr] all [sys] that's [usr] right [sys] good thanks bye [usr] thanks very much ok bye bye bye

2Chase Call

[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing 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 good afternoon you're through to [pii] at vino how can i help [usr] i just booked a job with you i'm the landlord speaking of [pii] [sys] ok and have you got an appointment booked [usr] for tuesday between eight and six [sys] ok and how can i help [usr] i want to give you the telephone number for the tenants [sys] ok have you got british gas home care cover [usr] i got british gas well [sys] let me have a look what's the postcode of the property [usr] [pii] [pii] [sys] [pii] [pii] [usr] [pii] [pii] [pii] [sys] ok and the first line of the address [usr] [pii] [pii] [sys] ok just gonna pop you over to that office there'll be one moment fly down the road [usr] hello there i i just [sys] hello [usr] booked i booked a job with you [sys] i'm not [usr] and the reference number is 373 double 507 [sys] ok just bear with me one moment sorry just bear with me my computer's just done my ok when did you book it for [usr] tuesday [sys] for tuesday just bear with me ok what's the postcode sorry [usr] [pii] [pii] [sys] [pii] and and you say you've just booked it in [usr] that's it [sys] ok how can i help [usr] pardon [sys] how can i help to what [usr] but i [sys] in [usr] i [sys] the [usr] you got [sys] four [usr] my telephone [sys] years [usr] number but i'm the landlord you see but the guy who lives [sys] do you mean [usr] there best thing [sys] call [usr] is to phone him and tell him that he's coming and what time you coming [sys] i'm [usr] all this you [sys] really [usr] know [sys] happy ok all right you've booked it in you've got a blockage sorry a blockage in the pipe which is affecting the boiler [usr] that's it [sys] ok is it the con the condenser pipe i'm [usr] i [sys] sure [usr] don't [sys] the [usr] know [sys] other part [usr] pipe [sys] of the [usr] but [sys] contract [usr] there is there is i've been told there's a bike [sys] ok no all these sorry because i'm just trying to get because we're we're the dino rod department we just deal with blockages underground and stuff we're not the plumbers if it's the con if it's something to do with the boiler it may be a plumber you need [usr] no i understand you do internal and external as well [sys] the dino plumbing do but we're dino rod we're not dino plumbing we're separate franchises we just deal with blockages blocked toilets blocked sinks blocked drains [usr] outside [sys] what's going on with the p what is it the actual boiler that's not working [usr] the boiler is not working you see and it's affecting the gas engineer [sys] with [usr] said that this is due to some internal pipes and external pipes as well [sys] ok i can send my engineer out to have a look but i've got a feeling it's not gonna be for us i think it's the plumbing department [usr] it would be tuesday [sys] i can get them out on tuesday but i say if it's not for us [usr] pardon [sys] and it's the it i can get them out to you on tuesday but if it's nothing to do with a blockage and it needs a plumber then you'd have to call the plumbers and i don't know when they can get out to you ok [usr] right [sys] and it's for us to come out for a standard blockage to clear a blockage or even attempt because even if it's not for us it's still an attempt it will be charged or it's 100 and £80 and because you said you're not on site if you're paying for it i'll need your card details upfront and then we'll take the payment once the job's done [usr] i'll be there once they phone me i'll be there [sys] you'll be there to pay right ok that's fine all right and parking ok for the engineer [usr] i told all the it is the previous lady [sys] i know but she hasn't put on the questions that we have to ask the engineer can park ok and [usr] yes yes [sys] as i if he needs to use his jet have you got an outside water tap that he can connect to crossing [usr] well i told her there's no outside jetta there [sys] no the tap you've got no outside tap [usr] no [sys] no ok right ok that's fine we'll get him out to you on tuesday we'll give you a call up to 20 minutes notice when he's on his way ohh right [usr] but if you if you if i give you this telephone number give it to this tenant and i'll be there later on [sys] well no i'll need to ring you as well because we gotta make sure you're there to pay if you're not there to pay we're not gonna go [usr] all right ok [sys] ok we'll give you a call when we're on our way and then you can let your tenant know all right [usr] you let let me know [sys] that [usr] and give me a couple of hours notice ok [sys] 20 minutes we give up to 20 minutes notice ok we'll give you a call on tuesday [usr] to what time from what time to tomorrow eight till six [sys] it's eight till six yes we'll give you a call at 20 minutes notice [usr] no i think we need a bit more because i got to go to farm bro it probably take half an hour [sys] well i'll put that on now but if he's in the area he he we can't have him hanging around but i'll give you a call ok [usr] half an hour [sys] all right thanks [usr] bye [sys] alright bye

2Chase Call

[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino 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 you're through to my name is [pii] how can i help [usr] hi can i give you a booking reference please [sys] ok it won't be a moment what's your reference please [usr] i've got to find that as well now sorry [sys] what what's [usr] can you [sys] your [usr] find it [sys] post [usr] on my post [sys] code [usr] code sorry i can't find the reference [sys] what's your post code please [usr] [pii] [pii] november 29th 7 november bravo [sys] sounds [pii] november 29 [usr] 7 [sys] [pii] [usr] november bravo [pii] [sys] and what's the first line of your address please [usr] [pii] [sys] ok and and and and how can i help [usr] we've got our booking as you'll see for this morning but a lady's just called and said that we need to make payment today for him to unblock the dr when the engineer arrives but we don't know what's wrong at the moment and i'm not at home today but my partner is but we don't have a means of payment at the house can it can [sys] you can [usr] he come [sys] you [usr] and [sys] can [usr] investigate and then tell us what's wrong and then then we rebook or are we best just to rebook for him to come back say tomorrow morning what's the best [sys] it it [usr] to [sys] might [usr] do [sys] probably best best to be tomorrow morning [usr] is that all right [sys] because [usr] if you [sys] obviously [usr] if you can if you can rearrange for the same tomorrow morning then we can do it that way because i don't want him to come all the way out and waste his time and then have to come again tomorrow if we just rebook for tomorrow if you can do that that'd be great thank you [sys] ok not a problem at all then [usr] can you you'll sort that for tomorrow morning [sys] y yes for tomorrow morning [usr] lovely [sys] that won't [usr] same [sys] be an issue [usr] booking reference and whatever everything just the same it'll just be tomorrow morning between eight and one i think it was [sys] yes yes that's [usr] that's [sys] correct [usr] brilliant all right that's great thank you very [sys] right [usr] much for your help [sys] let [usr] all right thanks then bye [sys] me [usr] bye [sys] make

2Chase Call

[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 through to speaking to how can i help [usr] hi there right i'm i'm calling just because i've i've booked for a plumber to come today between [sys] ok [usr] one and six pm i [sys] ok [usr] understand that the the plumber that will be coming is is someone called [sys] i can [usr] i [sys] have [usr] was just [sys] a look ok [usr] ii i was just wondering whether there's a bit more of an accurate estimate as to when the plumber might come by [sys] potentially what's the postcode please [usr] the postcode is [pii] [sys] [pii] and the first line of the address please [usr] is [pii] [sys] i've got you all right ok i mean i can get you to the route to the office that'll be coming out well where the engineer works out from i mean all i know is what between one and six and they'll ring you on the way but they should be able to narrow it down with a rough idea depending [usr] all [sys] what [usr] right [sys] he's got in the diary for the day well i'll get you through what you se [usr] great thank you [sys] and good morning plumbing [usr] hi there right i i'm i'm i'm calling because i've booked a plumber to come come today i was just hoping for an estimate a more accurate estimate of when when he'll be by [sys] can i take your postcode please [usr] yes of course the post code is [pii] [sys] the same it what she was it's looking it's gonna be this afternoon [usr] ok [sys] i can't give you a specific time in case he gets held up but he has got quite a few jobs before you he will give you a call about 30 minutes before arriving you're more than welcome to give another call this afternoon and we might be able to give you a little bit of a better time frame but as it's still pretty early and he's still making his way through the job i can't really give too much of a close time just yet [usr] i see ok [sys] yes [usr] but what iii i spoke to i spoke to the diner team on on saturday [sys] yep [usr] at the time they had [sys] i [usr] said [sys] see [usr] it it it might be between one and two pm or do you think it's gonna be a little bit later or within that time slot or it's just too [sys] i think [usr] to tell [sys] it's gonna be a little bit later than that but if you give us a call back at around about 12 o'clock i'll be able to give you a little bit of a better time frame [usr] ok perfect [sys] no [usr] thank [sys] worries [usr] you [sys] thank you thanks [usr] all [sys] bye [usr] then [sys] bye [usr] bye bye

2Chase Call

[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 [pii] speaking how can i help you [usr] hi there this is [pii] calling from first port property services out of ours is it possible to pass you over a job please [sys] not a problem were you attended before that property [usr] no [sys] ok just bear with me ok what's the post code for the property [usr] that's [pii] [pii] [sys] is that [pii] [usr] [pii] [sys] [pii] just bear with me what's the first line of the address on it [usr] er that should be [pii] [sys] is that [pii] [usr] yes [sys] ok sorry about it it's just running a little slow at the moment [usr] it's ok [sys] ok what's the site contact name [usr] mrs [pii] [sys] this is a [usr] yes [sys] ok and do you have a contact number for the for for ms m [usr] yes that's [pii] [pii] [pii] all three [sys] i just repeat that back to you [pii] ok you said your name was [pii] didn't you [usr] yes [sys] ok what's your contact number for yourself [usr] just give me one sec [sys] sure [usr] that is [pii] [pii] [sys] yep [usr] [pii] [sys] ok and is there a reference number for the job at all [usr] that's 757352 [sys] 52 ok [usr] yes [sys] and what's the issue at the i've done that i ask you what the issue is at the property and what's the issue at the property [usr] a service user called to advise that she found a leak from her living room ceiling in her apartment this morning and they advised that she had a private plumber come out who came who came to look and cannot fix as it's the roof leak as it it's is a roof leak [sys] right when you say roof you mean it's coming through the slates [usr] yes [sys] i don't know if they would deal with it just give me one second are you ok to just pop you on hold [usr] ok that's [sys] i [usr] absolutely [sys] just need your daughter [usr] that's absolutely fine i'm just gonna double check as well just to confirm that i do have the right information [sys] no worries i'll pop a note it won't be too long mate dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers [usr] what do you need for are you picking up [sys] whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation [usr] don't give me [sys] for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dina rod the market leader in drain services for homes and business across the [pii] offering fast reliance hello [usr] bye [sys] hi thanks for holding there for me [usr] on my side here they didn't confirm that it's coming from the roof i mean it didn't come they didn't confirm that if it's coming from the slate of the roof all it's just said is who came to the end the plumber came to have a look and cannot fix as it is as it is a roof leak but we're not sure whereabouts on the roof it's leaking [sys] it whichever it is it's a roof leak it doesn't involve pipework by the sounds of it it's not something [usr] hm [sys] that they'd come out for it's not something they'd be able to i think it was just that you've had the plumber out already it's it's gonna be the same with ourselves cos it's it's not physically to do with the pipes or a water [usr] we wouldn't [sys] tank or and it's a roof you're gonna need a roof really have to have a look at it [usr] all right then let me try and see if i can find a router thank you [sys] not a problem mate have a good day [usr] cheers you too [sys] ok [usr] bye [sys] bye bye

2Chase Call

[sys] good morning [pii] speaking how can i help [usr] hello [sys] ok [usr] this morning i booked a job through [pii] and and you said [sys] -huh [usr] that your guys would be in contact with me i've just er it was one of our tenants er he's just phoned me to say that he's managed to clear the blockage [sys] all right no worries [usr] but can we cancel [sys] sure [usr] that call [sys] what's the [usr] please [sys] post code [usr] it was the tenant's postcode was let me find [sys] about [pii] [usr] that [pii] [sys] they have the [usr] for [pii] [sys] is that [pii] [usr] that's right [sys] lovely alright no worries i'll get that canceled off for you now [usr] thank you very [sys] no [usr] much [sys] worries thank you bye now [usr] thank [sys] bye [usr] you bye

1Cancellation