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[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need [usr] bye [sys] any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold good morning you're through to how can i help the post code [usr] hi there i need your help with a couple of blocked trains [sys] it's [usr] at [sys] [pii] [usr] house [sys] [pii] [usr] [pii] [sys] is that [pii] [pii] [usr] [pii] [sys] [pii] thank you and what's the first line of address [usr] sorry say again [sys] thank you [usr] sin [pii] [sys] and just confirm is that a domestic or commercial property and do you have a policy in place with british gas for plumbing and drainage no problem can i take your name please [usr] domestic [sys] and the best contact number [usr] no [pii] [sys] yep [usr] i'll give you my [sys] we can't reach you [usr] number [sys] on the mobile [usr] which [sys] do you have [usr] is [sys] an email [usr] [pii] [sys] address [usr] [pii] [pii] [sys] no problem let me just have a look [usr] er well let's go a bit further [sys] have you [usr] aren't [sys] got an issue [usr] there you [sys] with [usr] what [sys] the [usr] i mean [sys] toilet [usr] what what [sys] sink or shower [usr] what can you do for me we have a block toilet at the front of the [sys] no [usr] house [sys] problem [usr] which is the cloakroom [sys] price for un blockage is 1 [usr] and [sys] 70 [usr] we have [sys] inclusive [usr] a block drain [sys] of va t [usr] at the rear [sys] and [usr] of [sys] it's [usr] the [sys] just [usr] house [sys] payment [usr] which [sys] upon [usr] is [sys] completion [usr] the kitchen [sys] with the engineer [usr] sort [sys] by [usr] of [sys] cash [usr] sink [sys] or card [usr] and waste [sys] would you me to check what availability we have ok bear with me two seconds just confirm are there any health issues or vulnerabilities that we should be aware of thank you [usr] no [sys] ok we can get someone out to you today if you're available between now and six perfect i'll go ahead and book that in for you just have your phone available the engineer will give you a call as soon as possible to let when they're en route [usr] today today between now and six [sys] perfect [usr] that'll [sys] anything [usr] be good [sys] else i can do ok no problem take care bye [usr] ok great no no that's fine thank you very much ok cheers bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 talk to how can i help you [usr] i just wondered i've had an issue with the drain in the house that the shower and the sink water came up from the rainwater pipe during all that flooding and i think the drain is working fine now but i want to have it checked out to check there is no blockage somewhere down the line or just to get it checked that i know it doesn't happen again [sys] ok that'll [usr] i just [sys] be a a survey of the drain is it is it residential property [usr] yes it is it's [sys] ok [usr] a residential property it's a two story terrace townhouse [sys] ok i just need the post code that's all i need at the moment [usr] [pii] [sys] and you don't have any account with british glass home care that covers drainage work [usr] no [sys] ok what's the first line of the address thank you [usr] nine the [sys] ok [pii] have never been here before [usr] you have i think what we had a sewage problem once ages i'm sure you came and unblocked some blockage years [sys] right [usr] ago [sys] well it's you must be used well there's nothing on the system at the moment it's ok it's not it's not a worry i can book i can't find anything at this address but it's ok [usr] we had a bt [sys] but the systems have been updated it's not showing anyway number nine nine and 01 [usr] that's [sys] ok [usr] right [sys] are you the owner of the property [usr] yes [sys] could i just take your first and last name thank you [usr] it's [pii] and the surname is [pii] [sys] sorry just one minute sorry one minute sorry [pii] and the surname [usr] and i'll spell it for you it's [pii] [pii] [sys] [pii] ok [pii] no problem at all ok all i need now sorry is the best sorry just one second i just put this in yes [usr] what is the charge to come what that that's what i [sys] right [usr] should should [sys] well [usr] ask you first how [sys] what because [usr] much [sys] you're asking [usr] what is [sys] for a survey the the i can't give the they'd have to come and do give you a quote because how it works is if there was a blocking but you're saying there's no blocking now a standard unblocking of the drain is 100 and £80 that's inclusive of va but if you wanted a survey of the drains it's it's more than that but they'd have to do they have to do a quote on site [usr] right ok but what and and is the quote [sys] no [usr] on site [sys] i said there's [usr] free [sys] no [usr] or [sys] there's [usr] do [sys] no [usr] i have [sys] call [usr] to pay [sys] out fee [usr] for [sys] do [usr] for [sys] you do you [usr] the [sys] want [usr] quote [sys] to [usr] on [sys] do you want to speak to what happens is because it's a quote someone will contact you from the [pii] office i i work in head office in [pii] we put the job on the system they call you up [usr] right [sys] to discuss it before attending anyway because it's a bit difficult to get through to the [pii] office i can try and contact them if you wanted to speak to someone from there it's up to you [usr] no no no no if they're gonna ring me that's [sys] yes [usr] fine [sys] because [usr] they're [sys] it's [usr] gonna ring [sys] a survey [usr] me [sys] yes [usr] to discuss [sys] because [usr] it first [sys] it's they won't just turn up they'll they'll discuss the price with you before that ok can i just take the best contact number [usr] fine [sys] for you then [usr] i it's [pii] [sys] sorry just one minute [pii] [usr] [pii] [pii] [sys] ok i can't right [usr] it's [sys] ok [usr] the number [sys] i'll just [usr] that [sys] repeat [usr] i've just [sys] that [pii] [usr] rang on [sys] ok [usr] that's [sys] and [usr] go on [sys] we've got that promotion in we've got a new system ok just a couple more questions is anyone at if you're not sure has anyone at the property got any medical or vulnerability issues ok i'm gonna put [usr] no [sys] survey [usr] no [sys] the joints [usr] no no [sys] sorry they were asking for an email address hang on a minute it's just gone off there i'm having trouble with the system just give me [usr] all right don't worry sound me getting really irritated by the [sys] which [usr] system [sys] is [usr] that sounds very familiar to me [sys] i just update it [usr] bloody computers is all i [sys] ok [usr] can say [sys] i've got you back now nine it is it is nine and isn't it that's the one ma'am [usr] yes that's the one [sys] no because this is just a survey is there i can book it in either the next available date or do you want a specific try and watch it what what we do we book it on [usr] all [sys] the system [usr] i thought [sys] they do [usr] they [sys] they [usr] were [sys] still [usr] gonna call [sys] they will [usr] me [sys] still [usr] first [sys] call you before [usr] or do i need [sys] booking [usr] do i just [sys] in but once it's on the system it's what i'm saying is it's it's there they they'll still call they don't turn up just then but it's because sometimes with that it does take it it might be a few days to go on we'll just see what comes up first anyway right [usr] right [sys] there there there [usr] ok [sys] is availability they probably won't turn up tomorrow because it's said but there is availability showing for tomorrow but if you want me to book it on for tomorrow or or another day suitable whatever [usr] no i'd rather it i i need it to be next week but i don't know when i'm waiting for somebody else cos they're coming to rip [sys] ok [usr] the floor [sys] no [usr] out [sys] no [usr] i'd [sys] problem [usr] rather do [sys] i can [usr] it on [sys] book [usr] the same [sys] it in for any [usr] day [sys] day next [usr] i don't [sys] week [usr] to [sys] i say [usr] numerous [sys] if [usr] time [sys] if it's [usr] days [sys] not suitable [usr] off work if you [sys] because [usr] see what [sys] obviously [usr] i mean [sys] they they will call you they may call you tomorrow to discuss it but i can book it in for any day next week and then if it's not if it's not a suitable time just tell the the local office [usr] right [sys] in [pii] it's not and they will discuss a suitable time with you sorry no but no it's at the moment it's all [usr] right [sys] it's all day [usr] ok [sys] any time [usr] and what [sys] all [usr] do [sys] day [usr] they give morning [sys] at the [usr] or [sys] moment [usr] afternoon [sys] any time [usr] appointments [sys] between [usr] how does [sys] eight [usr] it [sys] and [usr] work [sys] six [usr] right ok in which case i need to make it maybe for [sys] i said it [usr] god [sys] ok [usr] what i think [sys] ok [usr] what i'm [sys] no [usr] gonna do is i i need to speak to my [sys] no [usr] husband [sys] problem [usr] about [sys] at all [usr] this and [sys] ok [usr] i'll come [sys] i hope [usr] back [sys] you [usr] and [sys] get [usr] book [sys] thank [usr] it tomorrow [sys] you [usr] when i know who can be at home and whatever [sys] yes it'll it'll come up but i what [usr] right [sys] what we do [usr] you [sys] we have in [usr] me [sys] the system [usr] have you [sys] but [usr] got [sys] if [usr] me [sys] there's [usr] on [sys] a job [usr] the system [sys] i'll just [usr] though [sys] have [usr] now [sys] to put [usr] am [sys] declined [usr] i there kind [sys] declined [usr] of [sys] job discussing it with partner that's fine not a problem ok no problem thank you very much cheers thank you bye now [usr] that's perfect thank you bye bye bye bye [sys] hey rugby legend face a new challenge inside ex she begins with a | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help [usr] ok [sys] with a drainage problem press one if you require our plumbing services press two or did [usr] ok [sys] that you can now book drainage services online in a few easy clicks visit dino dot com for details [usr] it's only [sys] alternatively [usr] 96 days to [sys] please [usr] 96 [sys] hold and [usr] days [sys] your [usr] to [sys] call [usr] christmas [sys] will [usr] by the [sys] be [usr] way [sys] 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 [usr] your lyrics i see all the way [sys] hello [usr] [pii] [pii] [sys] speaking how can i help [usr] hi my name is [pii] i'm not sure if it was yourself i spoke to earlier your voice sounds familiar do you remember me [sys] no not really sorry [usr] ok right fresh in fresh inquiry i need to check availability for someone to come out to can i give you our post code [sys] ok what's the post code [usr] [pii] [pii] [sys] ok what's the issue [usr] the issue is there's a it blocked drain great it's it's just outside our one of our loading areas [sys] is it [usr] and [sys] for a commercial [usr] it's been blocked [sys] property [usr] for a very long time it's a commercial property [sys] ok no problem with these commercial jobs we book them on the system and the local office will get in touch with you with the price and a date when they can attend is [usr] sorry [sys] that all right [usr] say again [sys] we we can book it on the system but the local office will get in touch with you with the price and the date when they can attend that's the process with commercial [usr] ok [sys] job [usr] that's fine but when i spoke to somebody about 20 minutes ago he said that tuesday between eight and 12 there was availability and it was £233 for the hour [sys] ok [usr] for the first hour [sys] i wouldn't be able to give you did you speak to the local office [usr] no i spoke to the same person on this number [sys] ok because [usr] but [sys] we're not [usr] that's fine i'm happy for you to take my details and get them to reach out to us please [sys] ok do you want me to book it in for you [usr] please if you can [sys] ok no worries have you got plumbing drink covered with british gas [usr] no we don't it's a business [sys] ok any vulnerable people on site [usr] no no vulnerable to it [sys] ok what's the address [usr] i'll give you the business address it's [pii] [pii] [pii] [sys] ok what's the name of the business [usr] focus furnishing [sys] ok ok what's the best [usr] it's [sys] contact number [usr] [pii] [pii] [pii] [pii] [sys] sorry [pii] [usr] [pii] problem [sys] [pii] [usr] no no sorry [pii] [sys] sorry it's breaking up i can't understand you properly [usr] correct [sys] it's [pii] [usr] no it's ok no it's not your fault it's [sys] [pii] [usr] focus furnishing [sys] ok [usr] my [sys] sorry [usr] name's [sys] it's [usr] [pii] [sys] a very bad line it keeps breaking up what's the name of on the site what was the name sorry [usr] yes please do keep the landline number [sys] ok i can see we've been before there's a a landline [usr] yes please [sys] here ending in [pii] do you want me to take it down as well hello keep the landline the [pii] ok [usr] brilliant thanks very much [sys] ok i'll put [usr] care [sys] both [usr] alright [sys] on [usr] bye [sys] the mobile [usr] bye [sys] on the land line as well ok ok it's all been booked for you and the local office will get in touch thanks a lot have a nice day bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumber 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 you're through to my name is how can i help you today [usr] i i we got a what seems to be blocked drained with the toilet overflowing my i i'm not on site but my dad dad said he's checked the outside drain and it seems it's blocked are you able to send someone out tomorrow morning [sys] we we should be able to got some in the drink [usr] could i could we book that in for the first thing tomorrow morning [sys] ok [usr] no [sys] is [usr] lady [sys] it a commercial or domestic property [usr] sorry [sys] is it a commercial or domestic property [usr] domestic [sys] and do you have british gas cover for pluming and drains [usr] no [sys] ok can i take your first and last name [usr] it's [pii] [sys] thank you and can i take your telephone number please [usr] yes it's can can i give you my my dad's cos he'll he'll be on site it'll make sense to give you it's it's [pii] [sys] ot [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] can i take the contact name [usr] my my dad's one [pii] [pii] [sys] thank you and the first line of the address please [usr] [pii] [sys] and the postcode [usr] [pii] [pii] [pii] [sys] [pii] thank you and that's in [pii] [usr] that is [sys] there's no one or adults at the property is there [usr] nice [sys] ok did you say the toilet was worked as well [usr] i the toilets overflowing i i don't know if the toilet's blocked but the downstairs toilet is it is it he's overflowing [sys] is there another toilet in the property that you can use [usr] there's there's upstairs toilets two upstairs toilets [sys] ok i'm just making some notes for the engineer ok [usr] sorry i didn't quite hear that last bit [sys] i'm just making some notes for the engineer [usr] sorry the line's not very clear [sys] i'm just making some notes [usr] for [sys] the engineer [usr] the engineer for [sys] know [usr] the engineer [sys] what happening [usr] ok i think this is potentially happened in the past and i think it seems to be potentially a reoccurring issue with some of the drainage if it happens every number is [sys] ok [usr] i believe you guys have been out to property before [sys] right no worries i do have an availability for tomorrow we've got tomorrow morning between eight and one pm is that ok [usr] that's fine [sys] ok prices would start at 100 and £70 including va t is that ok [usr] that's fine [sys] and you're ok to pay by cash or card [usr] my dad can pay for my casual card [sys] all right perfect i appreciate your call that but that's ok [usr] cheers thank you [sys] take care bye [usr] right | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 morning speaking to how can i help [usr] good morning i've got a appointment booked for this friday to look at some blocked drains but we've also [sys] ok [usr] got we've also got a shower that isn't working and i don't know if it's possible to combine that appointment and have someone look at the shower or that's completely a completely different [sys] it'd [usr] technician [sys] be a different engineer it'd be a i mean the drainage wise it would be a drainage engineer and the other one the shower issue would be it's not that it's not draining is it is it it's just that it's not working [usr] it's not working it's [sys] no [usr] a power [sys] that [usr] show [sys] that [usr] it's a power shower luxury [sys] that'd be a plumber have you got a contract with british gas but in saying that the showers are not covered anyway under the contract regardless i mean you can get someone out i can book someone to come out there's no call out charge we'll have a look at it and see what's going on with it give you a free quote and you can go from there [usr] let's can we do that that'd be [sys] see [usr] thank you [sys] if we've got the friday it's a two in one hit [usr] might as well if you can [sys] right and it's a residential property [usr] it is yes [sys] what's the postcode please [usr] it's [pii] [sys] and the first line of the address [usr] [pii] [sys] and just your name please [usr] [pii] [sys] there you are any medical conditions vulnerabilities on site anything relevant we need to know about [usr] no [sys] no the best contact number for you [usr] [pii] [sys] and you said it's a power shower it's just not coming on at all or is it what's going on with it [usr] it it comes on and then it stops it gets very very hot folding hot and then it stops i think it's a blockage somewhere [sys] we'll we'll have a look at it either way it gets really really hot and then shut up right in i'm in court the plumbing job it can be can't give me an indication of costs or anything it could be something or nothing but we'll have a look at it and go from there [usr] ok thank you [sys] alright that's right is there other appointment let's have a look is it is it an all day slot on the for the drainage engineer for friday let's have a quick look at it in the morning between eight and one as we do this in the same then between eight and one friday morning for the for the other engineers for the plumber as well all right [usr] that'd [sys] then [usr] be great [sys] right we'll see you on friday engineer will ring you when he's on route anyway but we'll see you friday morning well two engineers will see you friday morning [usr] right lucky me [sys] all [usr] thank [sys] right you [usr] you very [sys] take [usr] much [sys] care have a good [usr] ok [sys] day bye now [usr] thanks [sys] bye bye bye bye [usr] you too bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a 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 swift visit or pair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone hello you're through to thanks for calling can i start by having your home care number [usr] my home care number is not with me now but i have i can give you my details [sys] the post code please [usr] [pii] [sys] yep w 37 ad that's [pii] g house number [usr] [pii] [sys] [pii] just give me one moment please thank you [usr] ok [sys] i am working on loading up your account can i confirm your name and date of it [usr] it's it's mrs [pii] date of birth 10th of september 65 [sys] all right thank you mr hold on i'm working on that please just give me one second i need to load up your account [usr] ok [sys] thank you [usr] right [sys] ok perfect how can i help [usr] i ordered plumbers to to come to my house yesterday there's an emergency from [sys] ok [usr] for because i have a emergency case because the leak there is a leak from the bathroom in the loft to the bathroom on the first floor to the ceiling and that there is a damage in the in the ceiling they i waited from one o'clock afternoon till 10 o'clock at night they didn't turn up or even call i'm i'm i'm very frustrated because the more i wait the more the the property is getting damaged [sys] that the appointment was scheduled for you yesterday bear with me please [usr] and ii i gave them my the details of my card to for the access [sys] to [usr] fee [sys] access the property [usr] as well ii i have done everything and your colleague promised that they will come the first available plumber will come because this is an emergency [sys] mum are you were you at the property yesterday where you had [usr] sorry [sys] a property yesterday [usr] i was at the property yes [sys] because i i thought you said something about a card now for the engineer to access your property [usr] yes [pii] i spoke to [sys] ok [usr] and i he the man he he your colleague i don't know who who is but he asked me to give the details of my card to just keep the money until the job is done they will withdraw the amount [sys] all right please give me one moment i will need to go through to the local office to confirm what is happening with your appointment [usr] i didn't get any res response from from the plumber or from or i'm i'm very frustrated [sys] i'm sorry [usr] to [sys] about [usr] be honest [sys] that [usr] with [sys] just [usr] you [sys] give me one moment let me go through to the local office and confirm what's happening with your appointment is that ok all [usr] ok [sys] right 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 c 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 the road use 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 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 then 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 my 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 radios with new 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 hello mrs please i'm sorry i'm [usr] yes [sys] well thanks for holding i'm through to the local office now and the agent has put me on hold i think he wants to look into what happened to your appointment just bear with me i'll be with you shortly is that ok [usr] but i i i'm i'm waiting for the leak is getting worse from [sys] ok [usr] the ceiling [sys] ma'am [usr] upstairs [sys] i'll be with [usr] to [sys] you shortly [usr] the [sys] that's [usr] first [sys] what we [usr] floor [sys] are working on thank you [usr] ok ok you're welcome come on [sys] bridge 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 a 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 a 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 hello mum thanks for holding i do apologize [usr] yes hi [sys] in regards to the appointment that was missed yesterday and the agent i just spoke to from the local office said you could raise an emergent emergency appointment for you for tomorrow all day [usr] how how come i i you see they send me a message [sys] yes [usr] yesterday [sys] i understand [usr] with the reference of the job [sys] i tried to confirm what happened to him anyway [usr] and the [sys] but he was he couldn't get the hold [usr] that [sys] of the [usr] that [sys] engineer [usr] they're not [sys] there's no way he could confirm what happened maybe there was no access maybe the number wasn't going through on hold he said he couldn't confirm [usr] but [sys] because when cases this happen we have cases where the engineer doesn't have access to the property [usr] no i he didn't he didn't turn up he didn't call me before [sys] holding [usr] coming he didn't i was waiting for him [sys] sorry [usr] all [sys] about [usr] all [sys] that [usr] all over the night but anyway anyway i i waiting another day the the leaking is damaging the ceiling who's going to repair this rich gas this is my question iiii i want to a slight emergency and they were supposed to have this plumer plumber yesterday who who how how can i deal with this shall i wait another day and leave the i'm putting the towels and the stuff under the the the ceiling to to to take [sys] just [usr] the [sys] bear [usr] the water [sys] with me [usr] what [sys] please let [usr] what [sys] me [usr] shall [sys] get back [usr] i do shall [sys] to you [usr] i wait another [sys] i can look [usr] day [sys] into what is best because from the local office now they said the only emergency appointment they can reach is tomorrow all day i'll be with you shortly ma'am just hang on please [usr] do you think 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 hello ma'am thanks for holding just bear with me one moment please [usr] yes [sys] i think i'll have to raise an in [usr] no [sys] the emergency [usr] problem [sys] appointment for you today that someone can cover to you today i'm [usr] please [sys] sorry about that [usr] please no [sys] 337 i'm still here with you i'm trying to work on that [usr] ok [sys] when is this repair where is it coming from the leak sorry the leak [usr] sorry the leak is coming is coming from [sys] the [usr] the [sys] loft [usr] left [sys] bathroom [usr] bathroom to the first floor [sys] the [usr] bathroom [sys] four ok [usr] to the first floor [sys] ma'am you got to £60 payment on your account are you available today are you in the property today are you available today [usr] but sorry can you repeat this again i'm i'm waiting to solve this problem i have to be [sys] ok [usr] at home [sys] ma'am [usr] i i was [sys] what [usr] yesterday [sys] i've done [usr] and [sys] is i've canceled [usr] today [sys] the [usr] i can't [sys] previous appointment [usr] stay [sys] and i'm raising [usr] to solve [sys] up another [usr] this problem [sys] job for you which will be an in the appointment someone will come over to your property today the exact amount of £60 payable for each completed repair i think you are aware you have £60 payment on your account you would not pay because [usr] ok sorry [sys] i've been i've [usr] i can't [sys] canceled [usr] catch [sys] the job [usr] what you're [sys] that [usr] saying [sys] was booked [usr] do [sys] in for you [usr] i have [sys] yesterday [usr] to pay again [sys] because there's no way we can reschedule the appointment the only way we can reschedule the appointment is if you are happy to have tomorrow for an engineer to come over which you said you are not happy to have to to have that what i've done now is that i've canceled that previous appointment which is the yesterday's appointment and i'm raising [usr] hm [sys] an inda emergency appointment for you nobody will be take no money will be taken from your account and i would to advise you that payments [usr] ok [sys] are only taken after the job has been stated completed i will have to take your [usr] ok [sys] card details ok you want invoice [usr] i i [sys] payment [usr] will i you [sys] or [usr] you [sys] i [usr] will [sys] should [usr] send [sys] just [usr] me the [sys] take [usr] invoice [sys] your card details i can authorize this appointment now for you [usr] ok [sys] no [usr] i [sys] money [usr] give [sys] will [usr] it [sys] be [usr] you [sys] deducted [usr] but what [sys] from your [usr] if [sys] account [usr] the this [sys] twice ma'am [usr] has [sys] i've [usr] been [sys] canceled [usr] withdrawn [sys] previous [usr] from my [sys] appointment [usr] account twice what shall i do [sys] the appointment did not happen nobody came to your property there's no way any payment will be taken [usr] ok [sys] from your account [usr] ok [sys] and this job that i'm raising for you now if it is not yet completed the money will not be taken from your account i think i need to read this out to you by validating and storing your card you are agreeing to us keeping it [usr] i understand [sys] on record to pay for the work you agreed [usr] thank [sys] to [usr] you [sys] and we will only take the payment once the work has been completed [usr] yes [sys] remove all references to your card [usr] ok [sys] payment or 90 days after you booked an appointment with our engineer whichever [usr] ok [sys] comes [usr] great [sys] first do you have room ok [usr] ok i [sys] do you want a written confirmation of [usr] i have [sys] the agreement [usr] my card [sys] to store your card just bear with me i'll call through [usr] shall [sys] to the payment [usr] i keep [sys] line [usr] my details [sys] you will have to input [usr] or [sys] your card [usr] i say [sys] details [usr] it or [sys] into [usr] what [sys] your telephone key card by yourself you don't tell it out to me but before i do that i just need to put in your best contact number just bear with me please [usr] ok [sys] your name is mr ha ok and your best contact number [usr] [pii] [sys] your best contact number the mobile number is [pii] [usr] it's this one i'm [sys] ok [usr] calling [sys] [pii] [usr] you it's [sys] [pii] ok i'll go through to the payment right now i'll come back to you and tell you when to start [usr] exactly [sys] inputting your card details is that ok just i'm gonna i'll be with you shortly you hear me now very soon [usr] ok shall i wait on the line ok [sys] hello it's just i'll have to go through to the payment line again [usr] yes [sys] just hang on [usr] i i before [sys] now that [usr] before [sys] i'm [usr] you [sys] raising [usr] call them i [sys] an inda [usr] a question [sys] appointment [usr] do what [sys] appointment [usr] time [sys] for you [usr] this [sys] ma'am [usr] plumber will come [sys] the [usr] between [sys] engineer [usr] what [sys] should [usr] time [sys] visit [usr] and what time [sys] your property [usr] open [sys] in the next [usr] at any [sys] four [usr] time [sys] hours [usr] during the day [sys] just bear with me one moment i don't know what happened [usr] ok [sys] thank you [usr] ok right [sys] i'm still here mum i just need you to hang on for a few seconds thank you all right thank you [usr] i'm i'm with you no problem [sys] all right i'm calling through to the payment line again hang on please i'll be with you shortly [usr] ok [sys] just bear with me please i think i've been able to get this done [usr] definitely [sys] for you just hang on i may not be taking your card details i was just book in the job and you will get an invoice after the job i've been done all right just bear with me please [usr] you can send me the invoice by post and [sys] you should be [usr] i will [sys] able to [usr] make [sys] walk [usr] the payment [sys] it out [usr] ok thank [sys] ok [usr] you [sys] the repair appointment is all booked and we will arrive to repair the leak as soon as possible today the engineer will call you when he's on his way to your property please [usr] thank you much [sys] i'll hold you to be conscious of your phone yes that's all booked in for you a [usr] ok ok [sys] thank [usr] thank [sys] you [usr] you much [sys] yes you're welcome mr or [usr] ok thank you much that's really helpful thank you much thank you bye bye bye bye and you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing did that you can now book 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 hello you're through to [pii] at daniel how can i help [usr] hi we've we've developed a link under our kitchen sink and we've had a look ourselves but i think it it's probably gonna need someone to look at it i was wondering if anyone was available to come out this evening [sys] did you say there was a leak under your kitchen [usr] that's [sys] sink [usr] right yes [sys] and how would you describe the leak is it dripping or is it constantly flowing [usr] it's it's it's a drip but quite a fast fast drip and it and it's quite steady but now we've used the under thin stopcock for now it's it's not flowing right this second but it but when when we get the water flowing it it's a pretty steady and consistent drip [sys] ok and when it is stripping are you able to contain it in for example a container [usr] it would overflow it pretty fast it it it it's quite a fast dripping [sys] right ok i can have a look for you when we when the earliest would be we can get someone out i just have to make an account first you see to see what availability it gives me [usr] that's no problem that's no problem [sys] could i get you your postcode [usr] it's [pii] [pii] [sys] yep and the first line of address [usr] and it's [pii] [sys] and is the property domestic or commercial [usr] domestic [sys] and can i get your first and last name [usr] it's [pii] and that's [pii] [sys] and would you be the best contact to pop down [usr] i would be [sys] and this number that you're calling from is that the best one to get you on [usr] this one will be fine [sys] and have you got an email address you can provide [usr] i do it's [pii] and then [pii] [pii] [sys] yep perfect the earliest we'll be able to get someone out is it friday today and let me just double check [usr] and [sys] is it ok i just quickly pop you on hold i just want to just double check something with my colleague [usr] ab [sys] is [usr] absolutely [sys] it [usr] no problem [sys] ok [usr] at all [sys] thank you [usr] the [sys] hi thanks for waiting [usr] no problem [sys] we won't be able to get someone out this evening but we can get someone out tomorrow [usr] ok what time tomorrow is available [sys] we we don't have specific times we work with time slots [usr] that's fine [sys] this one's an all day slot it be between 8 a.m. and 6 p.m. but when the engineer is on the way you'd give yourself a ring to give you a rough eta [usr] that's lovely just because just because i know i have to pop out for 20 minutes at twice a day but long as he gives us a ring ahead then just i can make sure i'm here for him that's absolutely fine ok can we can we take that one then [sys] that's fine are there any vulnerabilities on site the engineers should be aware of [usr] no the the [sys] that's fine [usr] only [sys] and [usr] sorry go on carry on [sys] no no carry on [usr] well i was gonna say the only issue you might find is we have a stock park under our sink which does shut off the water to well i think it does shut it off to the whole house but i guess what you would call the main stock clock is in our for some reason it's in our neighbour's garage rather than ours he might [sys] ok [usr] not be able to access that what he might be able to he might not be able to be depended on if she's around but obviously i i'm not sure whether you would need to get to that one or not the one under the sink does seem to shut off the water supply i don't know whether that would be sufficient but i thought i'd just make you aware just he's forewarned about that possibility [sys] ok no worries i'll put that down [usr] thank you [sys] that's fine and just to let how it works there's no call out fee the engineer would come take a look at the work and provide you with a quote [usr] lovely [sys] you can say yes or no to the quote and then it's payment upon completion by cash or card [usr] super sounds perfect that's absolutely wonderful [sys] perfect that's all booked in for you for tomorrow [usr] that's lovely thank you much for your help i really appreciate it thank you [sys] no worries take [usr] have [sys] care [usr] a lovely evening take care bye bye bye [sys] you too [usr] bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you 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 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 [usr] hello [sys] you're through to now [usr] hi there i had you one of you guys out to clear our external drains is a he came by yesterday afternoon and there's a blockage in the in the pipe going out from the drains there's a 33 routes in there and things and he said he was gonna come back today with another engineer because his pipework isn't long enough to get to where he needs to get he needs to combine it and combine it with pipework from another van as well now i spoke to him at 12 o'clock he said he'd be back with an engine engineer this morning and he said he'd called it in and had organized for two engineers to come out not heard anything yet i called one of your colleagues earlier on about an hour ago and he said they are on their lunch break he couldn't talk to him but i guess they're off their lunch break i'm just phoning back to see where we are it's the the the the two drains [sys] ok [usr] outside are now spewing out sewage and things into the drive it [sys] i mean [usr] was put in as an emergency on tuesday sorry [sys] ok let me get through to the local office what's your postcode [usr] it's eh [pii] [sys] thank you whether your drains blocked or your taps can trust dino edinburgh to fix the job our dedicated team is on [pii] [usr] hi there i just spoke to another colleague just gave them details that seem to come through to somebody else now [sys] sorry i don't know what's happened what's it regarding [usr] yes your guy was in yesterday looked at the drain saw the problem but i had to go away because he needs two engineers to come out him and somebody else because his pipe [sys] ok [usr] isn't long enough to reach to where he needs to get i [sys] right [usr] he said he'd be back this morning he wasn't i called him at half 12 1 o'clock and he said he'll call into the office and then because he said he'd already called into the office to arrange for two engineers that's not happened i spoke to i've spoken now twice to people in the office they've taken my details first time they're on their lunch break until two he couldn't get hold of the engineers out in the field [sys] aha [usr] i'm just calling i'm phoning back to try to figure out because we've got sewage spewing out into the for both drains now into the drive stepping out the front door is unpleasant and things are backing up into the house we did put it in as an emergency on tuesday and somebody has come out as i said on wednesday but couldn't do anything about it without extra help [sys] ok what's the postcode [usr] [pii] [sys] it's cute and are you calling from the call center are you the customer [usr] i'm the customer [sys] right ok can you confirm the first line of your address [usr] [pii] [sys] no it isn't right hold on just a second ok [usr] thanks [sys] whether your drains blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is on hand to fly into action whenever you need them 24 7 365 days a year and because we realize how inconvenient household issues really are we won't ever make you pay for a call out sound good get to know us better and book your service today at dino.com when it comes to moving house you've got enough to think about without the worry of dodgy drains and plumbing problems for two engineers [usr] that [sys] to [usr] that's [sys] say [usr] ridiculous i'm sorry that this is this was put in as an emergency yesterday and you came out i can't wait till monday [sys] right [usr] this sewage out in the [sys] i'm [usr] drive [sys] really sorry you may have [usr] and [sys] to go [usr] is [sys] somewhere [usr] supposed to be [sys] else i am really sorry they've just not got two engineers to come out [usr] that in i i do well you're supposed to be 24 7 right emergency call [sys] we've [usr] out [sys] not got engineers that i work 27 though i mean they've got for emergencies for [usr] i i'm [sys] unblocks but [usr] i'm [sys] this [usr] i'm [sys] is [usr] really [sys] not [usr] sorry that is outrageous you you you can't leave somebody with drain spewing out of sewage and and your guy came back and very specifically gave the solution he knows what the problem is [sys] but it needs two engineers [usr] and you're you're 24 7 i don't understand why you can't bring somebody out [sys] because we need two engineers and we've not got two engineers to spare come to do it [usr] is there is there any way of escalating it because because that seems a little bit crazy given what i was told yesterday [sys] no fine [usr] and the last [sys] can get [usr] two [sys] them [usr] gentlemen i've talked to thank you [sys] right i'll see hold on a second [usr] why not [sys] whether your drains blocked [usr] for [sys] or your [usr] the [sys] taps leaking trust dino edinburgh [usr] and [sys] to [usr] the last [sys] fix the job [usr] two monday [sys] our dedicated [usr] and the last [sys] team is on [usr] two guys [sys] hand to fly [usr] put [sys] into [usr] me on [sys] action [usr] hold [sys] whenever [usr] and just [sys] you need them 24 [usr] pop into [sys] 7 [usr] voicemail [sys] 365 [usr] had to explain everything again [sys] a year and because we realize how inconvenient household issues really are we won't ever make you before a call [usr] i will [sys] out [usr] call the [sys] sound [usr] guy back [sys] good [usr] the [sys] get [usr] same if [sys] to know [usr] i can get [sys] us better [usr] through [sys] and book your service today at [usr] what [sys] dino.com when it comes to moving house you've got enough to think about without the worry of dodgy [usr] you [sys] drains [usr] might have [sys] and [usr] to [sys] plumbing [usr] ask [sys] problems [usr] is this [sys] don't take [usr] right [sys] the risk ask [usr] because [sys] about [usr] can't [sys] a free [usr] keep [sys] healthcare check [usr] pooing and [sys] from [usr] peeing [sys] the friendly [usr] into that [sys] team [usr] you [sys] here [usr] can [sys] at [pii] after [usr] we'll [sys] all [usr] have to go [sys] when [usr] there [sys] it comes [usr] clear [sys] to [usr] it as best [sys] a new [usr] we [sys] home [usr] can again [sys] you deserve complete peace of mind and did we already [usr] obviously because the that include it out as much as possible great thank you that's ok i know it's my mom [sys] you're through to [pii] [usr] hi there i don't know if your colleagues explained the situation if not happy to to do [sys] i believe you've got a block drain and we've not got availability till monday for you that's what i've had a quick brief [usr] well [sys] run [usr] but just to back up from there we put this in as it went as an emergency on tuesday your guy came out on wednesday he knows exactly what the problem is he came out yesterday he know we put it in tuesday he came out yesterday he knows what the problem is he knows how to solve it and he said he'd be back this morning with a second engineer to hook up your pipes we didn't have enough land to clear the blockage we have two drains outside now spewing up refuge sewage into the drive and that's really an emergency i i spoke to him this morning and he said that he'd called it in and two engineers were being arranged and i've not heard anything since i've talked to three or three your f now two of them took the details put me on hold and then i lost and the third [sys] hello [usr] woman i just spoke to now has put me through to you and and she's saying monday we cannot live with open drains doing it for a week [sys] can i just take a post code for you sir [usr] it's eh 49 [pii] [sys] leave it with us i'll have a look what i can get done i'll have a look at the job what's needed and i'll give you a call back but i'll i'll need a wee bit more information [pii] we look in there [usr] all right all right [sys] right [usr] ok thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we you to the right team if [usr] sure [sys] 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 we record calls for quality and training purposes the current wait time is approximately 30 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 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 want a boiler that's over 10 years old a new energy efficient boiler could 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 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 freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thank for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover 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 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 got a boiler that's over 10 years old a new energy efficient boiler could 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 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 freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not 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 got a boiler that's over 10 years old a new energy efficient boiler could 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 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 your next visit freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent them from happening is to wrap insulate materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone good morning you're through to british gas [pii] speaking how can i help [usr] seven [sys] hello hi you're through to british gas how can i help you [usr] hello hello [sys] hello hi how can i help you today [usr] how are you doing you ok i called up yesterday i'm calling on the behalf of my mom's property and there was a flood obviously your company booked a guy to go out there but when he went out there he used an excuse of cos it's the he couldn't get the bit to to fix the flooding but in the area toast and he came at three o'clock whatever plumbing company was open to station screw fix he could have bought the piece there you have to have done that do you want do you want to take the reference number [sys] i'll have a look now for you what's the postcode please or the reference number [usr] i'll give you the reference number sorry nine double one double zero 502 3751 [sys] 3751 and the name on the account please [usr] you're mr right [sys] and what's your name please [usr] my name is [pii] [sys] on my behalf yet and this is for [pii] [pii] is it [usr] no it's for [pii] [sys] hang on then the number must be incorrect let's double check it for us i got nine double one double zero 502 44751 [usr] no 3751 [sys] that's what it was then [usr] one second let me just pause one second now sorry about that 3751 it come on miss [pii] did it come up [sys] i'm just checking now i got it now that's fine [usr] address would be [pii] [sys] i got it sorry ok i'm just going to have a look now for you ok [usr] ok thank you [sys] one of our engineers came out and they were it was a part that was required when did they come out to you [usr] he came out yesterday he got they got to the property about three o'clock [sys] ok let me see what they've written on the notes here one moment is the problem hasn't been fully completed then has it the job [usr] no that's what i'm calling now long story short ii i would you to rebook a plumber to come out there and where the area is there's many diy shops where you can get the fitting from he's using an excuse of bank holiday and even though even if they weren't a bank holiday certain shops aren't close to a certain time he got there at three o'clock [sys] no of course i understand what what situation you're in at the moment then is is he managed [usr] it's [sys] to make [usr] same [sys] you safe [usr] there's no there's no water for nothing for toilet for nothing there needs to be water there [sys] there's no [usr] and [sys] water [usr] obviously we pay say that again [sys] there's no fresh water at all on the property [usr] there's no water period can't flush the toilet talking about living standard living now [sys] no of course i don't understand why they how they would have left you in a situation that yesterday i've not done anything about it really let me just check i think they'll probably be close today because it's sunday no point i'm just thinking if there's any point ringing them [usr] obviously where my mum's got me to call again she she wants to make a complaint about it but long story short i just i just need someone to i just need you to rebook someone out and just be able to just do the job and that's that [sys] no of course i understand well where is the leak coming from exactly [usr] the kitchen [sys] you have to turn off all the water supply because of it is there [usr] and i can't do it because if they turn it on and it's not fixed it's just gonna flood the [sys] i guess i'm gonna back out to you on emergency today then [usr] ok do what time that would be [sys] ok [usr] roughly [sys] anytime from now until six o'clock as soon as possible [usr] ok is it possible i can get a call when they are possibly our way or when they are on their way and could you just confirm that the number that i'm calling you from that's the number that i'm supposed to be notified [sys] i'll do that now i'm just put the notes in for the end of it [usr] when you're raising a job if you can obviously take in heed what happened yesterday to script that down he what is what and this job needs to get done [sys] dollars ok and what's the best contact telephone number for the engineer is the one [usr] i don't know it's this number that i'm calling you off [sys] and then with [pii] [usr] that's correct [sys] ok because we've book another another job i know it's a because it's a recall from the job that you haven't we haven't fully completed you won't have any obviously second charges but we do need to still take card details and able to confirm that your booking [usr] all right let me just get my card one second [sys] the engineer will bypass the payments [usr] no [sys] ok [usr] give him a call one [sys] ok [usr] no problem are you ready [sys] let me just get the details up now one minute where are we at now i got this pick up my phone just a second i'll just have to ok the name on the card please [usr] [pii] and then the last name [pii] [sys] [pii] is a first initial surname is [pii] [usr] [pii] [pii] [pii] [pii] [sys] ok thank you can i ask you just to type the long card number using your telephone keypad please [usr] ok [pii] [sys] and then the last sorry expiry date [usr] test done [sys] and then the last three digits when you're ready please [usr] that's done [sys] i'm just going to book that through now for you and because i said it's it's related to the first job you shouldn't be charged the engineer should bypass the payment because it's exactly just it's the same this happened yesterday other than that hopefully they can get it resolved for you this time around it has been booked in for you did you want me to raise a complaint for you as well [usr] if you could just do that if i don't do it i know my mom's just gonna act silly [sys] yes give us a moment then i'll just do that for you i've raised this for you now ok obviously we'll send it we will report on to the account and we will take in all your complaint into consideration when looking to improve services going forward obviously any relevant feedback will be given to the department as well [usr] ok [sys] ok obviously i have booked in a new job for you now [usr] i appreciate [sys] to follow [usr] it [sys] up to complete and follow up the [usr] ok [sys] based on that are you happy for me to close the complaint onto your account there [usr] that's right [sys] that we can obviously record it on to your mother's account [usr] ok thanks for your help i appreciate it [sys] no worries anything else at [usr] no [sys] all [usr] that's it thank you [sys] all right [usr] all [sys] thank [usr] right take [sys] you take [usr] care have a good [sys] care [usr] day [sys] now [usr] bye thank you bye [sys] and you happy new year bye bye [usr] but [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help hi you're through to how can i help [usr] hi i'm looking to call out a plumber for a blocked toilet in [pii] [pii] [sys] ok do you have a british gas home care policy or would this be a one off engineer [usr] just a one off engine [sys] and is this your home address that you live at do you have access to another child that's working [usr] yes [sys] or is this the only one yes you do ok it's sw 63 ux i'll just run through the cost the call out itself is free of charge the price to unblock the drains monday to friday between eight and six starts from £170 if you did go ahead with the work a advice you would pay direct to the engineer on completion by cash or card sorry the cost there it starts from 100 and £80 and that includes the va t that price ok [usr] it varies from 100 and £80 did you say [sys] well the £180 advised is to do the unblock using the [pii] method or the high powered water jets with it starts from that cost because if there's a bigger issue where further work is required that can increase the price er but the [usr] ok [sys] nga will discuss that with you on site we think some further issues with the drainage [usr] and what's the soonest do you think we've got availability [sys] i'd have to have a look now can i take the first line of the address please [usr] [pii] [sys] and your name as well [usr] [pii] [sys] and your surname [usr] [pii] that's [pii] [sys] and your contact number [usr] [pii] [sys] ok one moment just loading up the availability i just confirm is there any vulnerabilities or health issues that we need to be made aware of [usr] i'm sorry [sys] anyone rebuild our health issues at the property [usr] no [sys] ok it says we've got an all day appointment today any time between now and six pm or we've got monday morning between eight and one [usr] it's not possible to order have before it i mean he might arrive at six p ms thing [sys] well it's any time it's an all day appointment that's available for to be any time between now and six pm they can arrive [usr] i mean if that that if that's what's going then then we'll have to go with that if there's no option for tomorrow or the next day [sys] i don't have anything for tomorrow or the following day just the next day if that will be monday morning but i can put you in for today the engineer will give you a call when he's on his way ok [usr] it will be really useful to know because i need to arrange with my wife if he's gonna be arriving later than five [sys] what i'll do is i'll try and pop you over to the office now see if they can give you a better time frame if that's ok i'll book you in for [usr] but [sys] for today between now and 6 p.m. but i'll be able to advise a better time frame because they dispatch the engineers would you me to do that [usr] yes please [sys] ok i'll transfer you now thank you [usr] thanks [sys] hello you've reached how can i help [usr] hi i've just ordered a an engineer via dino rod to come and fix a a blocked toilet [sys] hm [usr] in [pii] [sys] what's the postcode [usr] and they transfer sorry [sys] the can i just take your postcode [usr] [pii] [sys] [pii] and it's booked in for today [pii] perfect and you've all you've got someone to come out today hello [usr] i [sys] but [usr] i was [sys] the [usr] just advised to [sys] very [usr] be put put through to you to try and [sys] got [usr] get [sys] you [usr] an idea of the more accurate timing because i might have to [sys] to get [usr] coordinate this with my wife if if though the engineer is arriving later than 4 30 [sys] ok bear me a second and i'll just speak to [pii] dispatch [usr] ok it'd be great [sys] hello thank you for holding i've just had a look now and he's just on a job at the moment and then he's got one before your job hopefully i don't know around 34 o'clock i think it just depends how long it takes on the other jobs [usr] i'd be really right sure would would it be any chance of letting [sys] he'll [usr] me know [sys] give [usr] you [sys] he'll [usr] know when [sys] give a call [usr] when he's gonna [sys] 30 [usr] be arriving [sys] minutes before and he turns up to the property anyway [usr] great [sys] i [usr] because currently i might [sys] see [usr] i need to get my wife to come home early from work if it's any time after 44 30 i it would be great to know but that that's [sys] perfect [usr] that's fine [sys] no worries he'll call you when he's on his way anyway hopefully that'll be enough time about 30 minutes before perfect [usr] ok [sys] no worries [usr] ok [sys] thank you bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully [usr] hello [sys] we can get you to the right team if you need any help with a drainage problem press one if you require did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] diner [sys] 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 [usr] sorry [sys] prices and no call [usr] sorry [sys] out [usr] go [sys] charges you can rely on us to get the job done good afternoon you're through to [pii] at how can i help [usr] ohh hi hello i had two of your gentlemen pop up yesterday regarding a blocked drain and a leak [sys] ok is it just let me have a look what's the post code of the property [usr] it's [pii] [sys] and the first line of the address [usr] it's the george steak house [sys] thank you [usr] [pii] [sys] thank you and how can i help you [usr] ohh hi yes we had two gentlemen pop out yesterday to unblock one of the drains and [sys] ok [usr] deal with the leak but i've woke up today and we've still got the leak coming through to the cellar [sys] right ok and it was a leak and not the blockage [usr] well it was a blockage yesterday and they thought they've got rid of it it it went stopped the leak but it's not been the case and obviously we did pay £247 for you to pop out it was you were here for about [sys] right [usr] 20 minutes [sys] let me [usr] and [sys] give [usr] obviously [sys] you the [usr] we've [sys] telephone [usr] still got [sys] number [usr] leak [sys] for that direct office i'll be one moment ok for the office that came out to [usr] ok [sys] your property [usr] brilliant thank [sys] the contact [usr] you [sys] number is [pii] [usr] ok if you just wanna hold the line for me [sys] ok [usr] and i'll just get some er something we can pop that down on [sys] the number to call for the office [usr] ok [sys] that i attended [usr] great [sys] yesterday [usr] can you start [sys] which [usr] again [sys] was the [usr] for [sys] drainage [usr] me please [sys] department the contact number is [pii] [usr] ok [sys] [pii] [usr] ok [sys] [pii] [usr] ok [pii] [sys] no worries take [usr] brilliant [sys] care [usr] ok brilliant [sys] bye bye [usr] that's all done i shall give them a call thanks for your help bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote [usr] hello [sys] hello there good morning speaking [usr] hello [sys] how [usr] hello [sys] can i help [usr] hi hi it's a quick one i wanted to see if you could well you offer services for a drain scan i'm having a bit of rising damp and i wanted ii i wanted to see if someone could get some cameras underneath the property to see what the problem was [sys] yep yes that's possible [usr] i'm all out in the [pii] area of [pii] i don't know if that's something that you [sys] check [usr] somewhere you cover [sys] yes i suppose good [usr] [pii] [pii] [sys] no and the first line of the address [usr] [pii] [sys] and your name please [usr] my name's [pii] [sys] how do you spell your name please [usr] [pii] [pii] [sys] ok no problem give me a second ok that's number [pii] [usr] yes [pii] [sys] is it is this a new build cos we can't find anything to this address [usr] that's [pii] [sys] no 57 [usr] and [sys] no it is that big showing up i'm sure that was all about [usr] hm old as it you can find it's an old property [sys] me a moment [usr] ok [sys] ok be contact number please [usr] [pii] [pii] [pii] [pii] [sys] ok on a second ok damn that's about [pii] i got there sorry [usr] sorry i didn't catch that [sys] that's fine [usr] ok [sys] i want to double check if i have a home care or a home insurance policy for your plumbing and insurance just double checking if you have a home care [usr] ok [sys] or home insurance [usr] no no i don't i don't sorry i don't [sys] right that's absolutely fine and they'll come out and provide a free no obligation quote er and if you agree to no obligation go pay by card cash or bank transfer er ok before [usr] i must apologize i i think the line is really very it's it's very cracky and [sys] no [usr] that that's [sys] it it is i apologize too we'll be able to get some down on a wednesday [usr] this wednesday ok [sys] yes [usr] ok do you give a do you have an approximate time [sys] it won't be hopefully it won't be any later than 6 p.m. [usr] ok we they need access to the property [sys] yes i would have thought but they'll have to liaise with you [usr] ok [sys] and [usr] is it ok ok [sys] we'll be in touch [usr] ok then [sys] and [usr] fine that's fine you you you you talked about a no obligation quote they call out there's [sys] yes [usr] no call out charge right [sys] no no [usr] ok [sys] i can [usr] ok ok then that's fine please just give me my can i give my trip triple check my number [pii] [sys] not me calling from here that's fine [usr] yes please ok i'll look out for it thank you much [sys] no worries thank you [usr] ohh good then cheers bye [sys] bye bye [usr] ok | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 hello you're through to [pii] at dino how can i help [usr] hello love merry christmas [sys] all right how are you doing you ok [usr] not really no we've got a toilet that's not [sys] ok [usr] flushing properly and coming back up and it's draining ever slowly something's blocking it [sys] right ok have you got a home care policy with british gas [usr] say again sorry [sys] do you have a home care policy for british gas [usr] i don't love no [sys] for the permanent drains no [usr] no [sys] ok ok that's fine can i get your postcode please [usr] yes it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok [usr] could you give me a quote roughly what it would cost [sys] well it being christmas day is quite high today it is £299 [usr] that's fine [sys] how many towers do you have in the property [usr] just the one my love [sys] just the one ok [pii] ok that's fine can i get the first line of your address [usr] yes it's [pii] [sys] [pii] found it [usr] [pii] [sys] ok this is a domestic property isn't it [usr] it's it's it's a council property but we can't get hold of the council [sys] ok and what's your name [usr] [pii] [sys] [pii] your last name [usr] [pii] [sys] that wweks [usr] [pii] [sys] ok and what's the best contact number to call you from [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok [usr] business [sys] ok that's fine and you're not able to use the toilet at the moment is that correct [usr] well ish isn't it it's well [sys] ok [usr] we can we can put toilet paper we can't put toilet paper down it [sys] ok [usr] and the water rise up to the front [sys] right i see ok that's fine what i'm gonna do is i'll read an emergency job for you for an engineer to come out the engineer will be in contact with you to let when he's on his way ok [usr] will that be today love [sys] well i raised it for emergency for today that's correct is there anyone vulnerable at home that we need to be aware of [usr] no that's fine [sys] ok all right that's all done the payment will be by cash or card on [usr] card [sys] completion of the job ok that's fine no problem all right you'll get a text message to confirm the appointment booked and the you will be in contact with you ok [usr] ok thank you very much indeed [sys] you're welcome take [usr] merry [sys] care now [usr] christmas [sys] bye bye you too bye bye [usr] bye [sys] right | 0Appointment / Booking
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[usr] sorry [sys] thank you for calling dino rod partners with british gas [usr] change [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 did [usr] you have [sys] that you can now book drainage services online in a few easy clicks visit dino dot com for details [usr] side [sys] alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] ok ok [sys] good afternoon you're through to [pii] at dino how can i help [usr] hi i was wondering if you could send someone out we've got a blocked waste pipe i think it needs snake in [sys] of course what i'll need to do is take some details from you and we can get an appointment booked in is that ok [usr] no problem [sys] all right i'll just be one moment i'll take some information from you is it a domestic property or a commercial property [usr] commercial [sys] commercial ok and i'm [usr] bye [sys] assuming there's no home care cover with british gas at that property [usr] sorry [sys] the no home care cover with british gas registered with that property is it [usr] no [sys] ok and have we attended before in the past [usr] i don't think [sys] ok [usr] no [sys] what's the postcode of the premises [usr] it's [pii] [sys] yep [usr] [pii] [sys] i'll get a uniform [usr] honor [sys] ok i'm just gonna explain how it works with the danish side what would happen is we take all the information we then pass it over to our local office [usr] no [sys] they would [usr] i can [sys] then be [usr] do [sys] in contact to discuss the pricing and when they could attend is that ok ok [usr] no problem [sys] i'll just run through a few things with you in regards to the billing address is it the same as the address that we'll be attending ok [usr] yes [sys] and will there be someone on site who can make the payment [usr] one second ok can can [sys] i can [usr] you [sys] put [usr] invoice the payment [sys] that on the notes for them usually they do do car payments on site is that not possible at the ok [usr] one second when when you do when when [sys] what that [usr] be likely to attend cos only [sys] that's fine [usr] a couple of people [sys] what i'll [usr] have [sys] do is i'll put on the notes [usr] the cards [sys] the local office when they contact you they'll confirm that those details further with you is that ok ok and what's the first [usr] ok [sys] line of the address [usr] perfect [sys] take [usr] flint [sys] on [usr] barnes [sys] thank you and what's the company's name [usr] wine estate [sys] ok and who would be the site contact when attending site [usr] if you put [pii] [sys] and the best contact number for us to call [usr] number [pii] she'll just do his personal one [pii] [sys] -huh [usr] [pii] [sys] thank you that's [pii] ok i'm just going on to our job booking screen in regards to a problem that's on site is there anyone vulnerable with illnesses or disabilities affected by the problem ok it'll be two moments [usr] no right three and it's quite fruit forward and really nice the [pii] [sys] ok and what seems to be the issue that you're experiencing [usr] just a waste pipe that's blocked from a coffee machine [sys] ok is it affecting any toilet or or sinks within the premises ok [usr] no just [sys] just [usr] the [sys] be one [usr] machine [sys] moment ok that's been sent over to our local office what will [usr] ok [sys] happen now is they'll give you a call on the number that's been provided and they will discuss the payment and when they can attend on that number that's been given is that ok what's what's the other contact number [usr] is there any way i can change the number or is that is that finalized now sorry i sorry i thought that was when they'd be attending if you do [pii] [pii] [sys] thank you and whose number is that [usr] [pii] [sys] for is that your number [usr] [pii] [sys] ok i'll put that note on to the account they'll give you a call to discuss further right take care bye bye [usr] thank you cheers | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning speaking to how can i help [usr] hi good day i called yesterday and i booked one of your colleagues in for this morning i was told i [sys] ok [usr] had received a text message as confirmation but nothing was received i'm a bit concerned [sys] what's [usr] that you [sys] the [usr] might not be booked [sys] what's the postcode please [usr] [pii] [pii] [sys] [pii] and the first line of the address [usr] [pii] [sys] did you book this over the phone [usr] i booked it over the phone yesterday at [sys] and is is it a british gas home care do you have british gas home care or is it a cash job [usr] no [sys] that you're paying for as [usr] no [sys] a one off [usr] it's a cash job once off [sys] well there's nothing booked if i'm honest i don't know what's going on with that i don't know why someone's not booked it well let me book it and see if i can get it in for today anyway i don't know why they've not booked it right it's [usr] i i mean [sys] a residential [usr] i i can't [sys] property [usr] even [sys] is [usr] tell [sys] it [usr] you what time i called in yesterday i called in yesterday at 12 28 hm [sys] right perfect i'm gonna have a look at this i'm gonna raise it to my manager then er 12:28 p.m. and what number did you ring from the one you're on now [usr] the one i'm on now exactly [sys] really and you dial the same number [usr] exactly [sys] that you called [usr] the same number and he transferred me to someone who deals with my area where he took all my details and he told me someone will be in today between 9 a.m. and 1 p.m. [sys] right right i'll have a i'll get my manager to listen to the call on that one but i'll get it raised for now anyway i'll try and get it in for today and it's a residential property [usr] this a property i've got a man who will cover in my basement and there's water coming through that cover i think there's a lot [sys] right [usr] of water [sys] ok [usr] in there there's a blockage [sys] right say no more i'll get it in there it's [pii] isn't it [usr] tell me what time can you get someone in [sys] i'll put it for this morning it'll be somewhere between eight and one and the engineer will ring you on route i can't say specifically what time some jobs are quicker than others some jobs are longer than others i can't say 11 o'clock for instance it'll be as i say you can put it on for this morning [usr] what [sys] and the engineer will ring you when he's on the way about half an hour before [usr] ok rather than putting it for this morning can we put it for this this afternoon or [sys] between [usr] tomorrow [sys] one and six [usr] morning [sys] it'll be then up to you you tell me [usr] ok let's make it for tomorrow morning i think that's better [sys] right no worries i mean between eight and one tomorrow is there any medical conditions or vulnerabilities on site [usr] no [sys] that are relevant [usr] no nothing [sys] we need [usr] nothing [sys] to [usr] nothing [sys] know about no [usr] nothing but instead of [sys] i [usr] 8 to 1 i do school round i'm at home i can be home by nine can i make it for 9 [sys] that's [usr] to [sys] fine [usr] 1 [sys] that's fine we can avoid school running that's fine what's your first name please [usr] no [pii] [sys] and your surname please [usr] [pii] [sys] that's correct i your best contact number at this one [usr] this number this is well this is the only number [sys] [pii] [usr] no landline [sys] right if it is just a blockage just [usr] ok [sys] wanna quickly go over it if it's just a blockage you'd be looking at 170 including that to get it cleared but [usr] yo [sys] there's no [usr] yo [sys] call [usr] yo [sys] out charge [usr] your guy yesterday i think he had told me 1 40 or 1 50 i can't remember exactly [sys] what stop in 1 40 for a long time [usr] what i mean that's what he told me he gave me the whole thing and then [sys] shit [usr] he told me that if there's no one being carried out then it's £50 and what i mean he gave me the whole rundown i mean i definitely called yesterday [sys] right no i believe [usr] i was somewhere [sys] you i believe you i mean that's gonna be the local office then to be honest with you i mean do you want me not to book it and then you give them a ring i'll give you their direct number speak [usr] no [sys] to them at eight [usr] but has it [sys] when [usr] booked [sys] they're open [usr] then you'd have it on your system am i right [sys] i don't have it no [usr] but [sys] and i don't know what numbers they're talking as well with regards to what they've quoted because as far as i'm aware it's been 170 and it's been that for a while [usr] no but what i'm saying is that had someone booked it yesterday you would see it on your system am i right [sys] yes [usr] obviously it's not booked because i do not receive any text message either [sys] no no [usr] you go ahead and you book it [sys] i'll ask ok right ok i'll get it booked now there's no call out charge anyway we'll come out and have a look at it confirm the price and you can say yes or no [usr] ok [sys] once the engineer has seen it and if you wanna go ahead it's cash or card on completion right i will get this booked now expect a text in a couple of minutes [usr] ok a couple of minutes no that's fine and just confirm [sys] tomorrow [usr] it [sys] morning [usr] tomorrow [sys] you said [usr] morning [sys] didn't you [usr] between 9 a.m. and 1 p.m. [sys] school that's fine the text will say between eight and one but i'll leave a note for the engineer after nine [usr] ok that's fine tell me [sys] customer home [usr] if [sys] after [usr] i don't receive [sys] nine [usr] a in the next hour should i call back [sys] you will you will i'll tell you what hang on you will get a text in one second ok come on right i want to change that right i want let me book i was the text might say all day but i wanna amend it now anyway [usr] ok [sys] but you will get a text with a reference number but it might say it should say all day eight till six but i'm just gonna amend that on our system now right 10 to 2 a.m. ohh i'll click friday 28th right don't don't worry what the text says i've changed it anyway it it is on on our system now [usr] ohh [sys] you might get another text [usr] i've got [sys] anyway [usr] it i've got it i've got it [sys] i think ii i picked the wrong date on there to be honest but i've changed it anyway you might get another text saying it it's tomorrow morning anyway between [usr] the [sys] eight and [usr] one [sys] one [usr] the one i got to friday [sys] i was wrong i picked i picked the wrong date sorry about right i'll change it to tomorrow morning anyway [usr] ok there'll be some [sys] all right [usr] some [sys] it is [usr] other [sys] definitely [usr] one [sys] booked [usr] no worries thank you much [sys] right no problem you take care see you tomorrow [usr] cheers bye bye [sys] thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem 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 morning thank you for calling dano [pii] speaking how can i [usr] hi [sys] help [usr] i wonder if i could speak to my local diner road office [sys] let me see if i can find a number where are you in the country [usr] i'm in [pii] [pii] [sys] and was it the plumbing or drainage [usr] it [sys] side [usr] was a drainage side they came to my flat [sys] drainage [usr] and they are coming back or they were for my neighbor but they gave me the details and i man i think i've managed to cancel my neighbour's appointment [sys] right ok let's see who that is bear with me do you have a pen handy [usr] no i don't i'm currently walking down the road [sys] all right let me see if i can put you through then bear with me [usr] brilliant [sys] down hour drainage how can i help [usr] hi hi my name's [pii] i'm at [pii] and there's supposed to be an [sys] one [usr] engineer [sys] week [usr] coming to [pii] on thursday [sys] ok [usr] i think i might have canceled that appointment by mistake [sys] i've got him for nine [pii] [usr] that was raised by another person [sys] ok [usr] not by me and [sys] right [usr] yes i can that appointment still go ahead [sys] which one's [usr] the [sys] that [usr] one that's [sys] the [usr] thursday [sys] well we've got one booked in for that what's your name sorry [usr] [pii] [sys] did you want to book in an appointment [usr] i wanna make sure i didn't cancel the first day appointment when i spoke to you guys yesterday because [sys] i don't have an appointment with your i have an appointment with your name on that's been closed posted [usr] copos [sys] from the 27th of december i don't have anything else booked in for you [usr] the appointment that's happening tomorrow is still happening [sys] well it's not for you but that's what we have on we have an appointment in your area for [usr] perfect [sys] that [usr] that's why i just [sys] postcode [usr] wanted to make sure i didn't [sys] right [usr] i didn't want [sys] ok [usr] a yes it sounded i canceled it yesterday when i well i really couldn't [sys] right [usr] i shouldn't have [sys] ok [usr] that no that's fine [sys] ok no worries [usr] would [sys] all right [usr] they need access to my flat as well cos it's [sys] it's not your appointment sir i can't tell you anything about it [usr] right ok i'll make sure i'm at i'm [sys] alright [usr] at home then all right thanks a lot great bye [sys] cheers bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 british gas speaking how can i help [usr] hi i'm calling to get a price for a cctv survey please [sys] ok is there no blockages you just want the ccc i can't get my words out cctv [usr] yes there's no blockages we we had [sys] bye [usr] one but i have i've got that clear that was a minor one [sys] right [usr] but [sys] ok [usr] i wanna the survey [sys] ok how it would work is i take the details from you send the inquiry over to the local office and then they call you back and go through all the charges with you [usr] ok i've [sys] is that ok [usr] got a home care home safe policy i know it's not included in that but i don't know if that gets me any better rates or not [sys] who ok have has the british gas engineer advised that you need cctv [usr] no i want to probably get a drain we moved i need to have the thing but we've also had some trees in the front of the house taken away [sys] right [usr] i wanna have an inspection to make sure there's no damage from that you're sick [sys] right ok you're looking at getting drains moved what's your postcode [usr] [pii] [sys] [pii] [pii] and is it a property where you live and what's the first line of the address [usr] [pii] [sys] she's just searching for it now and what name is it [usr] [pii] [pii] [sys] and your contact number please [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] nobody has the property vulnerable no [usr] no [sys] to for to allow me to raise the inquiry over to them it's gonna ask me to put a date in you may get a text message confirming the date just ignore that because the office will ring you ok [usr] right ok [sys] what i'll do is i'll send it over to them now get them to give you a call as soon as and they'll go through the availability of it and obviously the charges ok [usr] ok great [sys] thank [usr] thank [sys] you [usr] you very much [sys] bye now bye [usr] you cheers bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 welcome how can i help [usr] right we've got a block to and i just want to know how much you charge [sys] ok is it there any toilet available to you at the moment [usr] yes [sys] and is that to a residential or commercial property [usr] residential [sys] ok i i'm just checking or you wouldn't be asking this question but i'm just checking do you have any existing british gas policies that cover your drains home care or is it just the one off dinos that you were after [usr] i'm just up to the one off out [sys] ok because it's the only toilet available to you [usr] no no [sys] no there you have another toilet we would be able to book it into availability right ok ok monday to friday 8 a.m. till 6 p.m. [usr] no i just want to find out how much it is [sys] i'm just letting monday to friday 8 a.m. till 6 p.m. if [usr] that's [sys] that's [usr] fine [sys] when we were to attend it would be 180 once they've completed the standard unblocking 180 including va t payment on completion by card or cash to the engineer [usr] ok well thanks very much for your time mate cheers [sys] no problem good night sir bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi there you're through to to at how can i help you [usr] ohh good a good evening i'd to book a call please for somebody to come out and look at my drain [sys] that's fine may i ask if you're a british gas customer with a home care policy at all [usr] i haven't got one i'm phoning [sys] ok [usr] [pii] [sys] that's fine just to ask you if you've got the home care policy at all [usr] no i haven't [sys] ok no that's fine and what's happened if you don't mind me asking [usr] the water isn't draining away as quick as it should the toilet's half filling it is then emptying my wife's just got out the shower and the shower trays filling up and it's not flowing away fast enough i think what we've got is a some blockage in the driveway [sys] is that what you say is is there is there any water that's backing up anywhere is it coming back up backing up in the shower [usr] no it's not well it is slightly in the shower but it gurgles at the bath where the shower is connected to the bath and the toilet is flowing away slowly i think we've got a blockage between [sys] it might be some some blockage somewhere ok that's fine let's get you booked in ok [usr] ok [sys] what's your name [usr] [pii] [sys] and [pii] what's your best contact number to get a hold of you on [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] i'm just gonna repeat that back to you it's really important ok i've got [pii] [usr] no [pii] [sys] it's not it's not double not double [pii] is that right [usr] it is [pii] [sys] it is [usr] [pii] [pii] [sys] that's fine that's what i've got ok and it's is it commercial or domestic [usr] a domestic [sys] ok she's feeling for me she's down moment and [pii] what's your post code [usr] [pii] [sys] is that [pii] [usr] [pii] [pii] [sys] the hotel [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] what's the first line of address [usr] number [pii] [sys] thank you i could just go to the main part now ok and that's just what exactly happened all right bear with me a moment i'll go to the next part explain to me what exactly has happened and what the engineer has got an idea the toilet is draining away slowly [usr] slowly it's half filling up and then draining away [sys] half silly [usr] both toilets are doing the same [sys] they got draining away old toilet and you said water some water is backing up is that correct [usr] it's not backing up but it's slow to go away the shower tray filled up and then it eventually went away [sys] is that when you've had a shower then it goes slowly down is that right ok that's fine it's not all backing out then and you took the drains outside have you at all [usr] pardon [sys] have you shut the trains outside at all [usr] have i watched [sys] check the drains outside i sure where it comes out to [usr] the the galley outside the kitchen door is fine but the toilets are further down i think it's a blockage in the pipe somewhere just outside the house there is a manhole cover there but i can't lift it it's far [sys] that's [usr] too heavy [sys] fine no that's fine ok is anybody vulnerable on property [usr] sorry [sys] does anybody want the property [usr] anybody at the property [sys] anybody vulnerable at the cup of tea [usr] ohh vulnerable no no there isn't [sys] but ok just going through some quick questions with you now ok it's a blockage and it's outside am i right [usr] i think it is yes [sys] the drains are not overflowing is that right [usr] no they're not overflowing [sys] can you still use the toilet [usr] yes we can [sys] ok that's fine you see what it brings up by the moment ok they can we come tomorrow [usr] tomorrow afternoon will be ok [sys] i've got tomorrow am or i've got an all day slot for tomorrow the pm slot i've got available next is on thursday [usr] right i'll have the thursday pm slot please [sys] brilliant that's fine i'll get you booked in and also [pii] was just to let because it's a draining issue engineer he'll have a look at it all for you ok give you the price of how much it will be and if you're happy with that price he will start the job for you there and then is that all right [usr] ok [sys] and you can [usr] that's [sys] pay [usr] fine [sys] in completion by cash or card you're all booked in for thursday pm [usr] ok [sys] ok [usr] what time is pm after 12 [sys] it's after 12 until it runs till six [usr] 12 till six on thursday [sys] 11 till six sorry one till six [usr] one till six [sys] the engineer will most likely call you once he's finished from a job and he's gonna be telling you he's on the way ok [usr] ok brilliant [sys] ok and can i leave you with your reference number just before you go your reference number is delta yankee whiskey oscar 3411 456 [usr] ok i've got all that [sys] brilliant thank you much then [usr] ok thank you very much for your help [sys] take care bye bye [usr] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options [usr] that's [sys] carefully [usr] my diamond [sys] we can get you to the right [usr] it [sys] team [usr] now [sys] if you need any help with a drainage problem [usr] i mean [sys] press one 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 you're through to my name is [pii] how can i help [usr] hi i just want in for someone to come and have a look at our today and both of our toilets are blocked and they believe [sys] ok [usr] inside of the top [sys] i'm i'm sorry i'm sorry to cut in madam you you you are you you i'm only hearing a couple of words and then it goes blank [usr] can [sys] and then a couple [usr] you hear [sys] of words [usr] me now hold on let me move to another [sys] i [usr] part [sys] could when you just said can you hear me now i could hear you yes [usr] ok can you sorry can you still hear me [sys] i can still hear [usr] right [sys] you now [usr] perfect [sys] yes madam [usr] sorry [sys] that's much [usr] i'll [sys] better [usr] i'll try that again [sys] ok [usr] just looking to try and get someone out because my mother-in-law's she's got two toilets in the house both are blocked we've had someone come round today and they believe there's a problem with the drainage at the moment they've got no working [sys] ok [usr] toilets in the house [sys] right ok quick few quick questions first of all it sounds it am i right in assuming that we're talking about a domestic as opposed to a commercial [usr] correct [sys] property ok and you're acting on behalf of your mother-in-law [usr] i [sys] due [usr] am [sys] to her age et cetera [usr] er [sys] ok [usr] kind vulnerabilities [sys] vulnerabilities that's not an issue we do have a couple of local offices that are struggling for drainage engineers it's only a couple nationally but do you mind just giving me the post code of the affected property please [usr] of course [sys] i can check that's not going to be an issue [usr] it's c for charlie m for mike 23 and then three q for pup sorry q for whatever it is q and p [sys] quebec [usr] for papa i was trying to think what it was then [sys] that's all right no problem i'll just check that that will only take me a second [usr] thank you [sys] 18 50 that's not going to be an issue is it yourself who's going to be the contact for the drainage engineer [usr] when when are they due to be here and then that will probably help [sys] ok well as due to the vulnerability and also it the having no access to any toilets i will be able to book this in in in as an emergency for tonight [usr] perfect then you you can use me and my number then that's fine [sys] ok whilst i'm on the subject of of it's an emergency and it will will attend tonight they only attend emergencies in the evenings especially on the weekends they're only attending jobs where there's a block where the resident has no toilet facilities or the sewerage overflowing which [usr] ok [sys] this obviously is they will be getting with you as soon as they possibly can [usr] ok [sys] obviously any other emergencies they've got currently they'll be attending those [usr] of [sys] as [usr] course [sys] well out of hours it's payment on there is no there is no call out fee it's payment on completion [usr] ok [sys] by card or cash to the engineer [usr] fine [sys] and once they've completed the standard unblocking it would be out of hours on a saturday would be 252 50 [usr] 250 [sys] including va t [usr] that's fine [sys] ok and could i take the first line of the address please madam [usr] it's [pii] [sys] and what was your name sorry [usr] it's [sys] madam [usr] sorry it's [pii] [sys] and the contact contact number you'd the en the engineer to call you on [usr] it will be [pii] [pii] [sys] [pii] [usr] that's it yep [sys] ok just bear with me whilst i get these details put on the system [usr] thank you [sys] it'll go it'll go on to an out of hours dispatch board the engineer who's working the post codes for that area will get assigned the job and he'll give you a call as he's leaving the job prior to yours [usr] ok [sys] and let how long he's going to be till he gets [usr] fantastic [sys] on site ok also just i'm i'm i'm sure sure i'm sure they don't but i'm just checking does your mother-in-law have any arrangement with british gas with regard [usr] no [sys] to drains [usr] i checked that [sys] a home care [usr] no [sys] policy [usr] unfortunately not [sys] ok no ok nearly done here [usr] no worries [sys] bishop store stortford [usr] ilford that's it [sys] thank you [usr] no no no it's fine we're sorting it [sys] what was your surname [pii] [usr] [pii] [sys] thank you very much how long has it been this has it been gradually getting worse and now or did it all just suddenly get [usr] no [sys] blocked with [usr] the [sys] no [usr] last [sys] water [usr] few days it seems to have been getting worse and now the downstairs had gone they were using the upstairs but my father in law can't get upstairs [sys] i [usr] and then we had someone out today and we're trying to flush it and nothing's happening he reckons it's just completely blocked now unfortunately [sys] ok and ok you will be getting a confirmation text it'll go through to [pii] [usr] yep perfect [sys] that that will include the job number but i'll be able to give you the job number over the line as well if you'd [usr] that's ok if it's on text i'll take it from text i haven't got a pen that's fine thank you [sys] ok just about to press confirm [usr] perfect [sys] ok that's confirmed you should get that text in the next 90 seconds a couple of minutes [usr] brilliant [sys] but other than that [pii] there's nothing else i require from you is there anything else i can do for yourself [usr] no [sys] tonight madam [usr] that's it thank you much for your help with that [sys] you're welcome and i hope it gets sorted soon for your mother-in-law [usr] amazing [sys] and everything's back to normal [usr] brilliant [sys] cheers [usr] thank you much [sys] good [usr] cheers [sys] good [usr] bye [sys] night you're welcome bye bye | 0Appointment / Booking
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[sys] thank you for calling down the road press one for drains or two for accounts hello down the road [usr] hello i had you come out to a job for us on saturday evening [sys] right [usr] and it's i'm still having trouble with it now the guy that did the job said there was a aaa warranty with it [sys] what's the postcode sir please [usr] it's god it'll come [pii] [pii] put try just try that now the thing is i've got two sites and i don't know which site they give you as postcode [sys] no that's not fetching anything up [usr] just bear with me a second would you please [pii] company does that does that will that bring it up [sys] no i'll i'll need the post code of the job reference [usr] just bear with me i don't think he had the right postcode la that come because he didn't know i had to talk him in [sys] right was it was is it definitely [pii] let me just see if i can pick it up just off of that when did he when did he come out [usr] saturday evening no sorry friday evening friday [sys] friday [usr] evening [sys] i find it that way just bear with me a second the bus depot is that the one [usr] that's it that's it [sys] ok ok i can arrange a revisit sir it will not be today now [usr] bye [sys] because we have we've just absolutely swamped here i'll get something back out to you but it should be tomorrow sometime alright [usr] well well well it'll have to definitely be tomorrow we're gonna be flooded again it's [sys] well i'm definitely not gonna get any anybody to you today with just too many jobs left over at the moment [usr] right ok [sys] all right sir i'll get somebody [usr] all [sys] out tomorrow [usr] right [sys] ok ok [usr] ok thank you [sys] thank [usr] cheers [sys] you thank [usr] thanks [sys] you [usr] bye [sys] bye bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] hm [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 did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] ok well then [sys] good morning you're through to [pii] my name's [pii] how can i help [usr] hi i would somebody to come and have a look at our drains if possible [sys] no problem i can sort that for you can i just ask first of all do you have a british gas home care policy or any [usr] no this is for a work this is for a work premises [sys] all right it's a commercial property right no problem at all right what's the problem what you having difficulty with [usr] the toilets were backing up last night we have [sys] huh [usr] had this issue before and they just wouldn't flush and then they were obviously filling and filling and filling [sys] right [usr] and today i've lifted the manhole cover up taken some of it out off the top [sys] ok [usr] and it it's just still not right and i know what will happen is that i will leave it and then by tomorrow night [sys] the bills [usr] it'll [sys] are fine [usr] be [sys] and [usr] it'll be overflowing and i'll have all sorts all over a public toilet [sys] right no problem at all let's see what we can do did you say we've been to before or [usr] yes you have [sys] right what's your postcode please [usr] it is [pii] [sys] [pii] [usr] [pii] [sys] and what's the address [usr] it will be under hadn sports and social club woodway hadn or the [sys] right [usr] pavilion [sys] the pavilion that's the one we've had a few jobs at before right let's click on that one right would we had i let it go right toilets backing up on my home [usr] it'll be the same [sys] is [usr] exactly [sys] it [usr] the same as what you've got notes on [sys] right ok it's the same thing as previous is it right ok okey doke right that's going there we reckon it'll be the outside drains that are block then [usr] that's right [sys] dream one bought dream right now who's the best site contact is that yourself [usr] no i'm going to depending on the time which i know is i'm gonna give you another contact number because i've got to go to [sys] ok [usr] my other job shortly [sys] all right ok [usr] if it should be before 12 pm which id 1212 noon the number [sys] yep [usr] to contact is [pii] [sys] huh [usr] [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] [pii] [sys] huh and who's that for [usr] the guy's name is [pii] [sys] ok [usr] but after 12 noon until 11 pm it's the premises is open it's a sports and social club there will be someone working there [sys] right let's put that note on there site open the the normal hours for today would be [usr] 12 noon until 11 pm but someone can come before that should really by some miracle get there earlier [sys] right what normally happens with it being a commercial property we automatically put it on as an emergency [usr] ok brilliant [sys] it goes to the local office under the engineer depending if the local office is open they will then contact you to say right we've got the job this is what we can do when we can do it they'll look at the cost and all that stuff and discuss that with you [usr] ok [sys] it's not on demand huh [usr] who do i need my concern is after midday i i work in a [pii] call center i can't answer my phone to make a payment [sys] right [usr] and i know they won't come with no payment who do i pay for that [sys] right what [usr] cos [sys] i'll do [usr] i can't [sys] let [usr] give anybody [sys] me [usr] the card [sys] no right let me save this and what i'm going to do is if you've got a pen handy i'll give you the contact telephone number for the local office and the job reference number [usr] hang on [sys] they [usr] a second [sys] have not if they have not contacted you say within the next hour you can give them a call and say look this is the situation this is what we need to do this is what the payment et cetera et cetera [usr] let me get a pen [sys] no problem [usr] ok ready when you are [sys] right job reference number it's 372 1992 let me get you the local office contact number it's [pii] [pii] [pii] [usr] [pii] [sys] now they should be open most of them will have open at least till 12 and [usr] ok [sys] i say because it's on there as a commercial they should contact you or the engineer will but if you don't hear in the next hour they give them a call see what they say [usr] ok brilliant thank you [sys] ok doke no problem thanks [usr] medical [sys] just now then [usr] thank [sys] and [usr] you [sys] yourself thanks bye bye [usr] bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] i'll get on with it [sys] [pii] dino power to british gas [pii] speaking how can i help [usr] hello there i'm just ringing up this di is this diner rod [sys] it's down a road on demand [usr] what i'm after is we've got a blocked drain at the moment [sys] ok do you have a home care policy with british gas [usr] n no no we we haven't got nothing that at all [sys] that's [usr] no we [sys] fine ok and is it a property where you live [usr] pardon [sys] is it a property where you live [usr] yes it certainly is yes yes [sys] and are you the property owner [usr] it's me myself and my and my [sys] ok [usr] wife [sys] for a standard job for a standard unblock between the hours of eight and six monday to friday is 100 and £80 if the engineer comes out and finds it's anything different than he would reo you while he was there [usr] no that's ok [sys] is [usr] it's [sys] that [usr] just [sys] ok [usr] just blocked up it's covered i've took the drain covers up and the it's it's up in one more than the other at the moment if you get what i mean [sys] no that's fine i'm sure we can be able to help what's the postcode please [usr] [pii] [sys] and the first line of the address [usr] it's [pii] [sys] i was just searching for it now what name is it please [usr] it's [pii] and [pii] [sys] and your contact number please mr [pii] [usr] it's [pii] [pii] [sys] sorry i lost you on that i've got [pii] [usr] [pii] [sys] is anybody vulnerable in the property [usr] my wife [sys] now is [usr] will [sys] anybody [usr] be in [sys] vulnerable [usr] what do you mean [sys] no [usr] sorry no no no that's ok no no [sys] and is it affecting anything indoors [usr] well it's it's it's making the toilet come up [sys] the toilet's [usr] a bit [sys] back filling [usr] it's backfilling a bit where it's just blocked [sys] ok [usr] in the drain a [sys] do [usr] bit [sys] you have another toilet in the property right ok [usr] no we do not no [sys] i'll keep you a moment [usr] no that that's ok that's ok [sys] ok are you available today [usr] yes my wife [sys] the engineer [usr] will be in today [sys] will call [usr] yes [sys] you when he's on his way and then he will require payments on completion of the work [usr] ohh that's ok do do [sys] that's [usr] do [sys] fine [usr] you do by card things right that's ok and no wife will be in i'll just move a few things out the way [sys] ok [usr] for him and have the gate [sys] no problem [usr] on the jar [sys] that's [usr] for [sys] all booked [usr] him [sys] in [usr] to get through [sys] take care [usr] ok then right what rough [sys] it [usr] time [sys] the [usr] this afternoon [sys] engineer will [usr] this [sys] ring [usr] afternoon [sys] you when he's [usr] or something [sys] on his way [usr] or a ring i don't know if you want the wife's has she got a mobile does she this is the landline would you [sys] if [usr] the mobile [sys] you just bear with [usr] as well [sys] me and i [usr] or [sys] can [usr] not [sys] go back into it and put that on [usr] mobile number [sys] ok what's the mobile number [usr] she said you don't him anyway no i'm trying to get [sys] ok [usr] my number [sys] no [usr] up [sys] problem [usr] sorry about this [sys] no that's [usr] my [sys] fine [usr] number up i don't know it [sys] yep [usr] right it's [pii] [sys] was that [pii] [usr] [pii] [pii] [pii] [sys] ok that's all been updated now with that thank you bye bye bye [usr] lovely thank you bye bye what time | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 [usr] bye ok [sys] i should [usr] hi shall i give you my postcode you can know what i'm talking about [sys] have you got [usr] we've [sys] a plan [usr] had [sys] and booked [usr] no we've had a we've had an appointment [sys] i can't take your postcode [usr] [pii] [sys] on the first line of the address [usr] [pii] [sys] and your first and last name [usr] [pii] [sys] thank you i'm on the account [usr] hi i just i called yesterday and said the guy that came over didn't even know what a septic tank was and was on the phone the entire time trying to work out he didn't know what he was doing and then he said [sys] you're joking [usr] no and then he said i'm gonna put a line down we said we've already done that we've already had it being flushed out we've already had plumbers we've just had finished our renovations but he said i'm just gonna do that and my husband was trying to work from home he was in and out then he said i'm gonna come back at 7 p.m. and check that it's all flushed through he didn't come then he texted saying i'll be back seven in the morning me not saying don't have a shower cos i wanna see if it's draining properly he's texted at seven at night saying i'm gonna come at seven tomorrow morning instead we just never heard back and i called yesterday just to say tell him to not bother coming back we've gone to someone else now he did he did nothing it still he wasn't able to diagnose or do anything he was useless [sys] wow [usr] and i said i sent a message yesterday can you let him know not to come back and also that we're obviously not gonna pay anything because that we had not agreed to that we'd said very clearly we've already had that done but when my husband who's trying to work from home just got a call from them saying demanding payment and the message from yesterday when i spoke to a lady on this line she said she'd communicate that back to them but it obviously the message hasn't got back can you relay that please and let them know that we were not impressed or do you want me to call direct or i don't mind but [sys] no i'll go through to him and i'll explain cos that's that's a bit of a joke to be fair [usr] it was a joke [sys] i'm full i'm fully on your side i i fully agree with you [usr] he [sys] i'll [usr] was [sys] be [usr] are you sure it's a septic tank we were [sys] wow [usr] yes [sys] obviously you're not gonna make it up are you [usr] anyway [sys] that's silly [usr] ok thanks [sys] i'll [usr] very much [sys] i'll give him a call now [usr] ok [sys] bear with me two moments if you stay on hold [usr] ohh sure ok [sys] i'll just give them a brief run over of what you said as i obviously i don't know word for word i'll obviously give him a brief bit of info and then i'll pass you over you can put in something [usr] sure [sys] and then it will get raised [usr] ok [sys] obviously because the customer has done it that way [usr] sure that's fine thank [sys] no [usr] you [sys] i'll be two moments [usr] ok sure [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems [usr] going in [sys] our comprehensive [usr] ok [sys] plumbing and drain services are available across the [pii] [pii] 24 hours a day [usr] well [sys] 365 days a year provided by local teams of highly trained and equipped engineers [usr] but on of 82 right [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] be i know i thought i have to call plumber i'm on hold stupid guys [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 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 did you can now request plumbing and drain ments online in just a few easy clicks visit dino dot com and use our online form [usr] which help plus a k every every check out i think need to save it [sys] from burst pipes to blocked drains you can find [usr] think [sys] emergency numbers and advice to help you with your problem visit dino dot com today [usr] but he that that's right hm [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and services are available across the [pii] [pii] are you ok [usr] hi [sys] i'm just gonna pass you over to him now [usr] sure [sys] have a nice day [usr] thank you hi [sys] hello it's [pii] from office [usr] hello hi hi i'm [pii] do you want me to just repeat what i said [sys] he's told me a bit i did ask if he could do that i'll call back in 10 minutes i can speak to the engineer first and see what's happened talking [usr] ok [sys] to you but he didn't want to pass that message on for some reason if i can [usr] ok should i [sys] 10 [usr] just [sys] minutes [usr] quickly go quickly go over what happened yes the engineer came to our house and we explained that we've just renovated we've had plumbers in the house for three months and they couldn't unblock it we've had loads of people flushing it out and everything just regular plumbers that's why we called you we said we've had it flushed out numerous times and it just comes back anyway he took a look he walked around he was asking my husband whether we definitely whether we're sure we've got a septic tank he didn't he was on the phone the entire time my husband said asking questions he seemed it was his first time ever to do a job he was very had no confidence in him and then he said i'm just gonna put this pipe i'm just gonna put something down my husband's well we've already done that and but my husband was back and forth he's a film editor he was back and forth on his screen doing work and then he the guy said well i'm gonna come back at seven to make sure it's all flushed through don't have a shower make sure it's raining away properly and then he didn't get come at seven we got a text saying i'm gonna come tomorrow morning instead at seven in the morning didn't come at seven that's the last we heard of him i called yesterday saying please tell him not to bother coming back and we're not paying we've already we'd already had that done nothing's i've gone to the someone else now tell him not to bother coming back and then just now my husband had a call asking him to come back sorry i'm just in the school office just bear with me [sys] no [usr] one [sys] worries [usr] hi boy is he ok right can you just wait for a minute just wait there sorry yesterday i left a message saying please tell him doesn't need to obviously come back and he he has has not mended the problem or fixed the problem had no confidence in him whatsoever and didn't hear anything and now just now my husband's had a call at work saying can you pay and i've already said not paying for that he didn't have a clue what he was doing and then i just calling now the main office to just transfer that message [sys] ok [usr] across [sys] that's fine i can cancel it and make sure no one's chasing for payment going forward [usr] ok [sys] i i'm not sure what's happened with the visit i look into that [usr] engineer [sys] and talk to the engineer and find out what was going on did you want [usr] right [sys] to call back after i've spoken to the engineer with an update on anything or do you just want to cancel it [usr] well well you can do but we're going to someone else now because i mean i just i just if he didn't have a clue he should have just said this isn't the thing i do or it's if it was [sys] it [usr] his first [sys] wasn't [usr] time [sys] i'm not [usr] and [sys] sure [usr] we were gonna [sys] what [usr] be charged for it we should have had someone experience with him who knows what a septic tank is who had a it was just i was just [sys] i [usr] very [sys] would [usr] surprised [sys] say it wouldn't [usr] considering you do have a good reputation [sys] it wasn't his first time i'm not sure that's why i'm not really sure what's happened there [usr] ok [sys] as he is one of our engineers i will talk to him and [usr] ok [sys] try and find out some more information if you want [usr] ok [sys] i can [usr] sure [sys] if [usr] ok [sys] you just want me to no [usr] well i work in a school office it's [sys] ok [usr] it's a bit tricky to talk i'll just [sys] that's [usr] leave it [sys] fine [usr] with you if [sys] thank [usr] that's [sys] you [usr] all [sys] for [usr] right [sys] calling [usr] all right thanks very much all [sys] bye [usr] thank you bye bye bye | 0Appointment / Booking
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[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 be dino pa beach gas we speaking how can i help [usr] hi [pii] sorry could we've got a some day we've just done a building survey on our on our property that we're buying now the survey said that there's some debris in the back drain under the manhole cover at the bottom he said it's worth sticking a camera down there to see if it's just if there's a problem with the foundations or or or if it's just a build up over time i've been told to speak to you guys [sys] ok you're looking at getting a camera survey on a property that you're about to buy right ok and have you got i'm presuming the permission is for the people who own the house at present i'm not too sure how they do this we do do it i i 100% definite of that and what's the postcode and i'll give you the number to the local office [usr] it's [pii] i don't know the postcode off the top of my head sorry [sys] we would need the postcode [usr] all right i'll i'll put it into google and i'll find it [sys] sure [usr] [pii] [sys] sorry [pii] [usr] [pii] [sys] [pii] let me just see which office it is ok have you got a pen there it's [pii] [pii] [pii] they should open at eight o'clock and i can try and put you through if you wish i'm just [usr] please [sys] concerned if they haven't switched the phone over yet but let me just try for you [usr] cheers [sys] hello [usr] bye bye [sys] i'm gonna put you through to [pii] in the local office now ok [usr] thank you [sys] you're welcome hi you grim speaking [usr] hi [pii] it's [pii] here i'm calling to get a i'm i'm in the process of buying a house now the survey's come up that there's some debris in the manhole whatever [sys] right [usr] it's in the backyard there's a worry that that might be linked to the foundations or potentially in the future it could affect the foundations we just wanna stick a camera down there and get your opinion on it if possible [sys] of course are you aware where where is this property [usr] it's in [pii] [sys] it's in [pii] cctv is is it just one area you want us to look at or are you doing a full house [usr] but [sys] service cctv [usr] no just just one just just shoving it down [sys] one [usr] one [sys] area [usr] hole [sys] it's £200 plus va t which is £240 per cctv survey [usr] ok it [sys] but [usr] says [sys] i'll give [usr] on [sys] you one [usr] site [sys] hour [usr] it's one it's 160 including [sys] it's [usr] vat [sys] it's it's 17 [usr] in [sys] it's 100 and £80 for an unblock [usr] ok [sys] that's what we advertise 100 and £80 is a standard cost for an unblock [usr] ok [sys] this [usr] i'm [sys] is cctv [usr] on dino dino.com and it says cctv drain surveys 116 [sys] that's what we do [usr] including vat [sys] no we don't advertise that because we're franchises [usr] ok got you got you [sys] they're [usr] ok cool [sys] not we're franchises we set our own prices other than the advertise which is the unblock which is 100 and 80 nationally [usr] ok [sys] and then everything else after that same the out of hours there's a different price for out of hours as well [usr] ok [sys] that's the prices that we set i said for a look well it's not even a look see if you don't want it recorded if you just want it looked at and and you're there happy with the camera and we don't have to do any reporting back in the office we can do it for the 180 [usr] no [sys] but [usr] no [sys] if [usr] let's [sys] you wanna if you wanna if you want to report with defects and anything on there then that is a cctv survey which would be £200 plus vat [usr] ok 240 let's do [sys] that's [usr] it [sys] that that that's that's included and when would you that to take place [pii] it can be today or tomorrow any day you [usr] could it be [sys] except christmas day don't say that [usr] tomorrow at two o'clock [sys] now yes tomorrow now the times we can't be specific on times unfortunately [pii] [usr] ok [sys] due to each job being different we go to your property with the intention of only spending an hour things go wrong there's bigger issues and we're there a lot longer every job's different we only offer two appointments 8 to 1 or one till six it's morning or afternoon however the only point that i can guarantee would be a first job on a morning where [usr] ok [sys] i could have an engineer there definitely for nine or just before nine [usr] 99 [sys] does that make [usr] or just [sys] sense [usr] before nine ok nine i could well the thing [sys] am [usr] but the problem [sys] 221 [usr] i have is i don't own the property i need to get the estate agent [sys] of [usr] to [sys] course [usr] unlock it there might be a while where i could get them to leave the keys but i'm not sure if they'd be keen on that [sys] now we can offer you a service of picking up the keys and dropping them off but you will be charged from the moment we pick up the keys if it goes into a second hour that would be the 180 or we would break it down into a half hours it's always best for somebody to be there to to give us access then it's it's less trouble and time [usr] hypothetically speaking you could pick up the keys it could take you 15 minutes to drive to the property you could [sys] right [usr] do the survey in in half an hour and 15 [sys] depending [usr] minutes and drop it back [sys] well it's that's going to be tight because if it's dirty and it needs flushing that might take it a little bit longer now [usr] the waters [sys] we could [usr] off on the property [sys] right well the engineers will bring a tank full of water with them anyway [usr] ok [sys] but that may take longer we would an hour on site [usr] ok [sys] for a cctv you've got to set up it's not a case of just turning up in a van and pulling a camera out and there you go things everything has to be measured quantified collected images [usr] sure [sys] you know it it's it's done properly it's done by a professional each step of the way if you're asking for trouble keys you might want to budget for another half an hour [usr] how much would that be in total in including [sys] well [usr] vat [sys] we would we would go to the we would take the 180 halve that for you we're not about just charging you the extra hour if [usr] seven [sys] i do the math if we say 200 and then if you've got the and then add 20% £348 [usr] ok it'd be 340 ok and what's your name again [pii] [sys] my name is [pii] [usr] [pii] ok awesome and your number is [pii] [sys] that's right [usr] great ok well [sys] now [usr] i go on [sys] i say if you don't get me one of my colleagues will be happy to help do you wanna give me your address now it'll say i've done it later then you can make your call see what you wanna do and then ring us back and then i've got all your details you don't have to go through it again [pii] [usr] it's it's [pii] [pii] [pii] [sys] [pii] [usr] [pii] [sys] excellent and your best contact number please [pii] [usr] is [pii] [pii] [pii] [sys] brilliant right leave that with well i'll wait to hear from you [pii] give us a ring see what you can put in place see what time suits the the current vendor and see what happens from there for you [usr] ok thanks [sys] is that ok [usr] much awesome [sys] you're very welcome [usr] thanks [sys] thanks [usr] much [sys] [pii] [usr] catch [sys] cheers [usr] you in a bit [sys] now bye [usr] bye [sys] bye [usr] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] they can come any morning [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] i [sys] or [usr] couldn't [sys] if [usr] hear [sys] you have an existing home did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning through to speaking to how can i help [usr] we got a block drain at the back of our house i wonder if you could come and jet wash it or do whatever you need to do [sys] we sort it right have you got contracts with british gas for plumbing and drains no [usr] no [sys] and it's well you said house is you residential what's your postcode please [usr] [pii] [pii] [sys] [pii] is it just blocked it's not overflowing or anything or [usr] well [sys] is it [usr] it's overflowing [sys] it is what's overflowing with sewage or just waste water [usr] no just just it's only surface water from [sys] right [usr] the sink and from the gutters [sys] right i'm with you just water right what we do there's no call out charge an engineer would go out and have a look at it all before they do any chargeable work they'll confirm the issue in a fixed price once you've got that you can say yes or no if you say yes it's cash or card on completion if you say no for any reason then there's no charge now just as an indication if it's just a blockage and there's nothing underlying going on causing it that needs sorting and you'll be looking at 180 including that to do it but as i say engineer will confirm once you've seen it first hand [usr] ok [sys] fair enough right let's have a look at when what's the first line of the address please [usr] seven the green [sys] and any medical conditions or vulnerabilities on site that are relevant we need to know about [usr] well no i've got cancer but it's not a not an issue for you [sys] a in that sense no ok i understand and your first name please [usr] [pii] [sys] [pii] your surname [pii] [usr] [pii] [sys] and do you have an email address that you use [usr] have we got an email address [pii] [sys] [pii] [usr] [pii] [sys] bye [usr] hay [pii] [sys] [pii] [usr] [pii] [pii] [sys] and the best contact number for you please [pii] [usr] is [pii] [pii] [pii] [sys] got you all right give me 60 seconds then let's see when it would be system all the following [usr] morning next week they're gonna send an engineer first to have a look [sys] it'll be nine times [usr] i thought [sys] out of 10 he'll do it on the same day if you if you wanted to go ahead [usr] well we just want it cleared we just want you to go head down you've got full permission to do whatever you need to do [sys] no [usr] cause it's flooding our courtyard [sys] no of course but as i say he'll come out have a look at it give you the numbers if you say yes he'll do it then and then anyway we [usr] well [sys] will look [usr] or will he come in the lorry then or [sys] he'll he'll he'll he'll have the van he'll have all the equipment with him all rods if he needs rod in he'll have a high pressure water jet if he needs it he'll have everything with him to do it there and then [usr] i need water jetting we you've done it before about 10 years [sys] fair enough right no we could see you today anyway between now and six and the engineer will ring you en route [usr] between now and six [sys] or in the afternoon between one and six [usr] right well can you make it this afternoon [sys] i can between one and six then and he'll ring you when he's on [usr] between [sys] the way [usr] one and six fine [sys] right we'll see you later [pii] you take care mate [usr] ok [sys] well have [usr] cheers [sys] a good day take care [usr] bye [sys] bye bye now bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 dino [usr] make sure [sys] is [usr] you get [sys] one [usr] all [sys] of [usr] your [sys] the [usr] stuff [sys] uk's leading plumbing and [usr] bye [sys] drain services [usr] this [sys] from [usr] way [sys] blocked [usr] this way this [sys] drains [usr] way say this [sys] to burst [usr] way this [sys] pipes [usr] way [sys] and busted boilers [usr] say this way [sys] we're here to help [usr] say it this way it's ok it's ok just let her be i'm coming out face i'm stepping on everything you slow down you see [sys] our local teams of expert engineers are available across the [pii] 24 7 365 [usr] 10 [sys] days a year good afternoon you're through to [pii] my name's [pii] how can i help [usr] hi good afternoon my name is [pii] i've just come across your details online and [sys] -huh [usr] i'm hoping that you can help we are trying to we're not sure whether it's the drainage that we've got or not but we would need a bit of maybe guidance really we've got the smell that is coming from our bathroom every time that it rains really hard [sys] right [usr] and we're not sure whether it's a sewage vent issue or drain issue we we we're not really sure in all fairness we had a plumber coming [sys] -huh [usr] in but they couldn't really figure out exactly what it is because at the time that they come in they couldn't smell anything it was kind of a typical situation i just found your details online i thought i'll just give it a ring and see whether it's something that you you we're able to look at [sys] when are you getting the smell where do you think it's coming from is it the back of the toilet is it the shower plug is it where [usr] in all fairness [sys] do you think [usr] we can't [sys] it's going [usr] really [sys] on [usr] say cos we [sys] right [usr] tend to get that smell when it's rained heavily or when there is probably being a how can i put it er heavy use of either the washing machine or the what's it called the dishwasher or anything that if there's [sys] this [usr] been [sys] for [usr] any we're not technically sure but it no longer comes from the main bathroom in the house it's around that main but when you walk into the main bathroom you can smell it you can't see any leak or any of the toilets or anything that it's for us we can't we can't really pinpoint exactly what it is that when we've been reading online all we've been reading is about sewage drains or drainage and stuff we just thought we would probably just have to [sys] the [usr] get someone [sys] other the other thing i would say the other thing i would say is that when was the last time you did put some drain and blocker down the shower bath plug [usr] i i can't i think my missus poured some stuff down the drain recently probably [sys] right [usr] the the the last time that we smelled it she did put some stuff down it but we don't think that's the reason why the smell's gone is because there's not been that much rain since that period if you get what i mean but now that we've had heavy rain in the last couple of days it's back again [sys] it back again right ok that's not resolved the problem well i mean i i presume you've got no plumbing and drains cover through british gas homes here or anything that no [usr] no we don't have anything that through them [sys] right [usr] we were just looking online [sys] what we [usr] just [sys] can [usr] finding [sys] do [usr] our companies [sys] we can certainly book a job for one of our dreams engineers from the local office to come out and have a look at the premises [usr] ok [sys] what they would do is discuss it with you and then if they do what they call a standard un because when you say it's come from the main bathroom that's not usually the same connection to the washing machine dishwasher [usr] right [sys] but maybe if they are getting the same drain then maybe there's just something down there that's that's something they've got an air vent thing that's down there that's not working properly the smells are coming back rather [usr] right [sys] than going out or there's a walking sitting down there and you get heavy rain the water sits on top of it and it seeps up to the water and comes up we can certainly do that now cost wise for us to book a job on the system if they come out and start a job to try and do an unblock you're looking at 100 and £70 [usr] ok [sys] that includes bat now if the box is there nine times out of 10 they can clear it they'll rod it or jet it whatever they've got to do [usr] is he [sys] if they then find with a bit of a camera they can look down and say right we have a look see and there's something not right the drains are collapsed and that's why you're getting this back up because part of the drains collapsed normal use is going away but you heavy rain it can't handle it it comes back into you or there's maybe routes going through some drains or whatever it's difficult to see without them come out and seeing it [usr] right [sys] it's up to yourself but i say once you start the job it is chargeable if you come out and say right we're jetted it we've roed it we can't see a reason for why this is happening [usr] right [sys] then obviously they still charge you a cash account card on the day but it it's really difficult without somebody coming out and assessing it [usr] it technically we still have to have someone to come and have a look one second one second please you mentioned check out please just from from the sorry my daughter was just doing [sys] it's all right [usr] classes [sys] it's all right no i get that i said i can book a job the local office would come out they do what they can and then they would give you a recommendation if they find something other than just the standard blockage but cost wise we're looking at 1 70 including that for [usr] right [sys] the actual job to clear the blockage if it is there [usr] i i think i'll probably just have to i mean cos we don't know exactly what the situation is [sys] i [usr] when [sys] know [usr] they get it if they have to check it and the cost would just be for them to check it to start with is that what the case [sys] well [usr] is or is [sys] that [usr] it they [sys] that [usr] check [sys] that's [usr] it and then they [sys] no [usr] to fix [sys] no no [usr] something [sys] that's for them to come out and do a standard unlock nine times out of 10 they will jet it rod it clear it [usr] come on [sys] but because we don't know if there's a blockage of where that is they can they'll they'll do what they can they'll chat to you about do what they can [usr] right [sys] er they'll still charge you that job but if they then think we've done that it's not clear that it's not really resolved the problem or we couldn't really see what the problem was [usr] right [sys] but you would think that once they've done that they have a look they'll be able to tell you what the issue is [usr] yes [sys] and whatever they they they do they they charge you for that job [usr] right ok all right ok i i think i understand now if it's if it's straightforward then it's that straightforward charge if it's not straightforward it would then be down to us to decide whether we want to do it or not [sys] it's it's still a charge but they quote you for the rest of it i say we've done that we've blasted it we've cleared it we've recorded it that's done the job 1 70 done within the first hour no [usr] ok [sys] problem or we've done that it's partly cleared it we can see what it is it's partly cleared it but because you get a collapsed drain and you get routes going through it it's gonna cost x amount for us to do it because we need to come back and do this that and the other [usr] ok alright [sys] the worst scenario is they'll come out they'll reward it they'll get it and they'll think we're not sure if i've cleared them cos we don't [usr] right [sys] know what the problem was [usr] ok all [sys] but [usr] right i mean [sys] they [usr] ii i would [sys] they [usr] say [sys] can't [usr] would [sys] find that nobody will [usr] i i i'll just i'll just i'll book it in and we'll [sys] right [usr] see if they can fix it and then [sys] exactly [usr] the funny thing is they might come now and then there is no smell which tends to happen all the time [sys] well this is this is a problem but at least if they come out and say right ok this that do whatever do it they discuss it with them [usr] yes [sys] right what's your postcode first of all please [usr] it's [sys] we'll make sure [usr] [pii] [sys] they can do this [usr] november 8th [sys] -huh [usr] [pii] [sys] let's just check that postcode area that shouldn't be a problem on that and the house number house [usr] is [sys] name [usr] [pii] [sys] might be added to the list ok your name sir [usr] [pii] [pii] that's [pii] and the surname [sys] huh [usr] it [pii] [pii] [sys] completely [usr] ok [sys] soynke [usr] no soyink [sys] ink [usr] a [sys] a ok dot excellent right that there right [usr] bye [sys] no but the they go to the the dishwasher and the washing machine whereabouts are they compared to the bathroom [usr] the the dishwasher is kinda in another room i can be no no no no no sorry the dishwasher is the kitchen which is [sys] right [usr] below the bathroom [sys] ok [usr] the [sys] and [usr] kitchen [sys] when you use them the smells in the bathroom as well [usr] when there is a heavy use when there is a heavy use if there is no heavy use we don't smell it but [sys] right [usr] the it could just be that the smell has been there before and it's just a coincidence that we use in the washing and the dish and the dishwasher sorry i'm confusing everything the dishwasher is what's in the kitchen the washing machine is in the utility room and it could it could be that it it's there it's just a coincidence that we just think that that's what's causing the smell as well [sys] what what i'm thinking is if you're using those two and they're putting water out you say heavy use they're putting water out the drain outside that's connected to those and possibly connected to the bathroom sink and and shower bath et cetera it's just not handling it there's something there sticking it therefore [usr] right [sys] the water's going out and it's coming back up [usr] come back [sys] and [usr] up [sys] hitting the bathroom [usr] right [sys] right it's well for me and bathroom have we and also at times i don't pop that on there cos if they can find it's all connected to the one drain they're thinking [usr] bye [sys] there's something going on here with that drain man right i'll pop it into blockage [usr] ok sir it's [sys] not stopping that wrong copy that and what's your best contact [usr] bye [sys] telephone number please cos they will give you a call before they arrive [usr] alright it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] that's [pii] [usr] that's correct [sys] excellent the amount right let me save that and let's have a look at the local office diary and find out what that comes up with i have to go right let's see what they've got available they have got what they can do tomorrow friday or monday [usr] monday will probably be the best tomorrow tomorrow's fine as well i would just have to try and find some time to [sys] well [usr] get away [sys] i [usr] from stuff [sys] i can book a morning which is eight till one an afternoon which is 12 till six on any of those days [usr] i would say [sys] eight till one or 12 till six [usr] i would say 12 to 6 tomorrow [sys] got to sleep tomorrow ok now i'll confirm this you should receive a text message on your mobile shortly [usr] ok [sys] it [usr] no [sys] will give [usr] problem [sys] you the details of the job that i've booked in it will also give you the local office contact number [usr] ok [sys] and you'll find that they they might call you this afternoon but they will definitely call you before they arrive they will also the engineer and they will discuss it with you when you get out and just have a chat and then see what they can do and then they start the job then fair enough what the costings [usr] ok [sys] and they'll sort that out for you [usr] all right no problem no problem [sys] all right thanks very much for your time just now sir [usr] thank you thank [sys] thanks [usr] you [sys] a lot bye [usr] alright [sys] bye [usr] thanks bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require 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 [usr] really you listen to tonight ok i'm gonna take i'm just gonna make [sys] our local teams of expert engineers are available [usr] ok [sys] across the [pii] 24 7 365 days a year [usr] ok have a good day [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote [usr] you say but about [sys] dino offers a fast hi you're through to how can i help you today [usr] you got there [sys] hello [usr] i'd to book an engineer to come and clear my [sys] can i take your post code [usr] [pii] [sys] that was hp [usr] no no hot hotel alpha 62 echo bravo [sys] but not for plumbing or drains [usr] sorry i can't [sys] is [usr] hear you very [sys] that [usr] very bad [sys] forming [usr] line [sys] our drains [usr] what say again not [sys] is [usr] tracking [sys] that for plumbing or drain trains [usr] it's trains trains [sys] ok i'm gonna [usr] it's [sys] have [usr] a train [sys] to pass you over to your local office as they can get you booked in with an appointment is that ok no worries [usr] fine [sys] have a nice [usr] thank [sys] day [usr] you thank you [sys] hello from dr how can i help [usr] sorry is this road hello i've got a block drain is a drain that needs to be cleared i've been trying to do myself the rods [sys] ok [usr] but [sys] what [usr] i can't [sys] was [usr] do [sys] the [usr] it [sys] postcode [usr] i need somebody else to help me is hotel alpha [sys] two [pii] [usr] 62 [sys] bravo [usr] echo bravo that's number one [sys] what was the number there ok [usr] [pii] [sys] that is fine availability at the moment pretty much any day next week it should be fine with as an all day [usr] next week i need [sys] right [usr] the drs blocked completely flowing [sys] right [usr] from [sys] no unfortunately [usr] the manhole [sys] we don't have for today [usr] you're not [sys] no [usr] getting [sys] we were already completely blocked up with things i blocked toilets and stuff that if you need it asap the only other thing i could suggest is potentially check a trade they might have somewhere local that might be able to quickly nip out to you and i i don't wanna put it on today and then end up having to move it anyway kinda waste your time there that's the only other thing i can suggest ok [usr] right [sys] cool [usr] ok [sys] that's all right [usr] ok [sys] cheers [usr] let me try them all right thank you | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require service 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 gas speaking how can i help [usr] hello just one thing silly question but do you unlock toilet ok but i've got a massive problem it's er not my house it i live in [pii] my it's my sister and brother in law's house and they've been taken into hospital my niece [sys] right [usr] there she's got hoarding issues and the place is just [sys] ok who's [usr] i don't even [sys] who's [usr] know where to start [sys] the owner [usr] it's embarrassing [sys] ok no don't worry who's the owner of the property are you a landlord there or [usr] no [sys] are you just [usr] no [sys] ringing on [usr] no [sys] their behalf [usr] they own the house [sys] right ok who would be paying the engineer [usr] well [sys] first [usr] i'll [sys] of all [usr] i'll pay because [sys] right [usr] i'm dealing [sys] that's [usr] with [sys] fine [usr] it for them no worries [sys] that's absolutely fine ok as long as somebody can be on site when the engineer calls [usr] yes [sys] that's absolutely fine for the standard job between it's just a a block toilet is it is it the only toilet [usr] but it's it's disgusting i haven't seen it i've only heard [sys] right [usr] it described [sys] ok [usr] to me because i got a plumber you see and i know this plumber and he said i can't do it he said it's it's to [sys] to [usr] put [sys] be [usr] it [sys] honest with you if it's if it's a blocked toilet it would need to be a drainage engine here [usr] it's [sys] anyway [usr] it's the [sys] rather [usr] full [sys] than a [usr] i hasn't been able [sys] right [usr] to they haven't been able to flush it and they've [sys] right [usr] continued [sys] ok [usr] to use it without being [sys] no [usr] just [sys] i understand i understand [usr] it's [sys] ok [usr] just [sys] a standard job between the hours of eight and six monday to friday for a standard unblock is 100 and £70 if [usr] that's [sys] the engineer felt it was anything different he'd let while he was there [usr] that's fine i've got no issue with that i just need it done [sys] ok [usr] and i'll i'll have money for him on at the time or do [sys] what's [usr] i have [sys] a poke [usr] pay in advance [sys] no no you pay the engineer on completion [usr] ok [sys] ok what's the post code [usr] it's cv six what's that i think it's two n a [sys] and they don't have a home care policy at all did you say [usr] no no they don't have that [sys] no what's the first line of the address [usr] it's [pii] [sys] just searching for it and that and can i take your name please [usr] my name is [pii] and it's [pii] [sys] and what's the best contact number missus [pii] [usr] well the only contact number i have is this mobile and it's a spanish number [sys] right now that might be where the problem lies because i don't know whether they're all able to style phones abroad [usr] ok well can i call them or can you give me an idea of the time and i'll be there or [sys] that we'd still need a contact number though is there nobody in [pii] [usr] i mean [sys] that we [usr] i've got [sys] can take [usr] it's [sys] a number [usr] a mobile [sys] to say [usr] number it's just that it it's a it's a spanish number i mean it's people could still call it [sys] it's just [pii] at the front it's [usr] no [sys] not the [pii] [usr] no it's it it's [pii] and then it's [sys] i'm not i'm not sure they can call it off their mobiles to be honest with you [usr] i can give you my niece contact number but whether she answers or not is a different story she's got mental health issues that's that's a problem i can give you that number and then i can message her and say that she has to answer the phone what do they do they ring when they're coming out or [sys] they'll ring to say they're on the way [usr] right [sys] and then obviously they'd need to take payment from you [usr] well i can be there to to to give them the payment but i just need to be there obviously as well i want i want to be there but i'm staying in a hotel not far away 10 minutes away on [sys] all [usr] the house [sys] right are you you sorry i thought you were in when you said you've got an abroad phone thought you may have been abroad [usr] no [sys] still [usr] no i live in [pii] [sys] ohh right [usr] and that's why i've got a spanish number but i'm here i'm i'm i'm i've come because i had to get my sister into hospital [sys] i see [usr] and [sys] ok [usr] my brother in law and my niece refuses to get out of the house for for me [sys] right [usr] to i want to gut the house and renovate it and that's what i'm here for but she won't let me throw anything away cos she's a hoarder big issues [sys] ok [usr] big issues [sys] what [usr] my [sys] i can [usr] first [sys] do i [usr] my [sys] can [usr] first line of call is to unblock this toilet that i can get the bathroom [sys] ok [usr] ripped out [sys] i mean what i can do is let me take your your your mobile number [usr] because [sys] first [usr] other [sys] of [usr] people [sys] all and [usr] you [sys] i'll [usr] know my [sys] put [usr] friends and that have called me on this number [sys] and i'll i'll put ok and i'll i'll put a note on stating that you are in the country and what what's the number [usr] ok it's [pii] [pii] [sys] it's just bear with me sorry we gotta find that on the keyboard the plus it's [pii] [usr] no [pii] it's not [sys] [pii] [usr] [pii] it's [sys] sorry [usr] spain [pii] [pii] [pii] [sys] do you have an email address that we need at all or [usr] i do it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] it's not taking that mobile number it won't even go in our system [usr] right [sys] did you say you wanted to give us your niece's number [usr] i'll give you my niece's number just one sec i'll have to get it out of the phone [sys] sure [usr] ok it's [pii] well it would be [pii] [pii] [pii] [sys] right let me just put that [usr] and [sys] in and [usr] her [sys] then [usr] name's [sys] i'm gonna [usr] [pii] [sys] put some notes of [usr] [pii] [sys] no i'm just gonna put [usr] it it's an emergent [sys] if [usr] it's urgent [sys] no [usr] if that's possible to get [sys] mobile number please still call someone well they aren't proper it's just how you doing that for me sorry i'm just [usr] that's [sys] typing [usr] ok [sys] away [usr] that's [sys] here [usr] ok [sys] i just wanna put as much notes on as possible [usr] sure sure i understand [sys] i've i've put obviously there's a vulnerable customer on site [usr] yes [sys] if there's no response on the mobile number please still attend [usr] yes [sys] as someone will definitely be at the property it's just that the lady only has a spanish mobile number and the system won't let us enter that number i'm gonna put blocks only wc [usr] it's [sys] right [usr] i just feel [sys] they'll they'll come today for this cos it's [usr] it's i i did a stupid thing because i got the plumber out on friday she wouldn't let anybody in he came back on saturday and then when he went in and saw it he came back out to me and said cos i wasn't even in the house he said to me look i can't do it he said have to get he said environmental health and then when i spoke to my friend in [pii] he said to me get dina rod i said ok that's a good idea well when i googled you in my ignorance it it said blocked drains blah blah blah and i thought they don't do toilets they just do drains and [sys] no [usr] i [sys] no [usr] just [sys] we do [usr] spoke to him again now he said did you get dina rod i said well i've been trying to get on to environmental health since nine o'clock or calling all these different numbers he said i told you to call i said they only do drains he said it is a drain i said [sys] definitely [usr] you said it is a training for i felt really silly but i said my goodness what am i gonna do i'm embarrassed and he said it's not your house it's not your issue he said they're used to things that [sys] definitely [usr] god [sys] well it's all booked in for you now it's gone in as an emergency they'll call as soon as possible today [usr] they're [sys] ok [usr] gonna call my niece's number aren't they i'll [sys] they'll [usr] call [sys] call that [usr] ok [sys] to say they're on the way i have put well i read out what i put on there to you anyway [usr] thank you [sys] there shouldn't be any issues [usr] thank [sys] ok [usr] you [sys] but that's all booked in and as i said the engineer will require payments on completion [usr] no problem did they take cash [sys] okey doke cash or card [usr] ok i've got enough cash for him no worries [sys] ok no problem [usr] you thank you very much [sys] take care [usr] bye bye [sys] take [usr] bye [sys] care bye bye now bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] at i know how can i help [usr] hi i had a conversation with someone yesterday about potentially getting someone out to unblock the drain and i just wanted to understand if there were any appointments available this morning they said to call in the morning to check [sys] ok can i ask what the issue is with the drain [usr] well and someone from [pii] came out in the morning yesterday in the afternoon then came out and then i called dino road and they said they could fix it when i when we flushed our upstairs toilet our downstairs kitchen sink fills up with toilet water and the man hold that the manhole is not accessible because it's under our floor there is a drain in the garden which is very near the kitchen sink or quite near the kitchen sink which from what thames water said when they came out last night should be fine to use a jet pressure wash i don't know what it is but they said that that it should be fine to get unblocked from there [sys] right ok could i take your post code i could have a look [usr] [pii] [sys] [pii] [usr] [pii] [sys] thank you [usr] and [sys] ok [usr] i i don't know if there's [sys] and [usr] some some priority but i've i've i've got a newborn baby and i really cos i can't wash bottles i can't use the bath i can't use running water it's a it's it's a complete nightmare [sys] ok confirm for me the first line of your address please [usr] [pii] [sys] ok i'm just having a look at the previous attendances just i can see what the engineers wrote ok that's fine what i'm gonna do is i'm just gonna go through the booking with you and make sure that you're ok with everything [usr] sure [sys] and then i think this would be under an emergency just because of the fact that your toilet water is coming up to your sink it should be an attendance today [usr] but is there any guarantee of timing just because i've i've got an appointment for my newborn boy and i i don't know if anyone will be able to be home with [sys] ok you you can find out an eta but i can't i can't give you an eta i can't see the engineer schedule [usr] ok [sys] i can book the job for you and they'll give you the number for your local office once the job's booked they open at 8 a.m. once [usr] ok [sys] the job's booked you can give the local office a ring and then they'll be able to give you a heads up of when the engineer should be calling [usr] and if hypothetically i'm not home can i just tell them to cancel the appointment [sys] that's absolutely fine unless you can get somebody at at your house who can possibly waiting or or if there's access in the back garden [usr] it's i could there's a let me let me speak to them at eight see what they say and then if not i can try and get my parents around or something i just i have to take him to this appointment today i can't i can't miss it and my husband [sys] no [usr] needs [sys] i [usr] to come with us if you could book the the job that would be great and then we can i i can call the number [sys] ok i just need to confirm i've got a name here of [pii] [usr] that's the one [sys] and a number of [pii] is that correct [usr] that's the one perfect thank you [sys] ok and there is a question here about vulnerabilities i i'm gonna tick the box just with you saying that you've got a newborn baby the engineer is aware [usr] thank you [sys] ok i put the notes here [pii] unblocking no ok ok i'm just gonna confirm this work order and then i'll give you the number for your local office [usr] perfect [sys] ok the number is [pii] [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] great ok i will call them now or in five minutes and see if they can come today [sys] ok if they don't answer within five minutes or you get passed back to one of the dial direct teams just give them a few more minutes just to settle in i know that sometimes they don't answer till five past or something that but you can just give them a try [usr] sure i will do i appreciate the advice and thank you for your help [sys] no problem [usr] thank you take care bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] here [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 [usr] your [pii] husband you [sys] did that you can now book plumbing services online in a few easy [usr] you [sys] clicks visit dino dot com for details alternatively please hold and your call will be transferred [usr] cover [sys] to a customer service advisor we record calls for quality and training purposes good evening you're through to my name is [pii] how can i help [usr] hi hi how are you [pii] we have we have a slight issue in one of our properties where there seems to be a leak under the basement floor we've had to switch off all the waters because when we put the pumps on obviously it's coming out from one particular area in [sys] right [usr] we need some special equipment we can pinpoint where exactly underneath the concrete we we are experiencing this leak we can effectively drill you can help us with that [sys] ok you need a leak detection team [usr] a leak detection to [sys] with [usr] him [sys] their special with their specialist equipment [usr] correct [sys] i believe it's er a they it they it it's a very sophisticated stethoscope thing i'm i'm sure it's more complicated than that but you can hear the running water or whatever [usr] ok [sys] leaking water i'm not sure exactly how it works you said it was one of your properties is it a commercial property we're talking [usr] it's [sys] about rather than domestic [usr] no we we have a we have a contract with with yourself across our hotels it's one of the apartment buildings that we also manage it's [sys] ok [usr] a it's residential [sys] and [usr] but the contract we have is with the [sys] ii i understand [usr] yep [sys] are you aware if if it's could could you give me the postcode of the affected property have we been there before [usr] i don't think you [sys] and [usr] have [sys] i'll look how [usr] i'll [sys] it was [usr] give it to you you may have come many [sys] right [usr] years ago if we had a blockage or something it's w one bb for bravo one lx [sys] one bravo one lima x-ray [usr] that's right [sys] just bear with me one second i'll just just see just trying to establish you said it was hotel what hotel chain [usr] it's [sys] is [usr] under [sys] it [usr] the courthouse hotel [sys] corn [usr] courthouse [sys] house [usr] courthouse hotel [sys] port house ok what i'm first trying to find out is if you it's a local account it it doesn't matter with the details a key account or a local account if it's a an account with british er with diner rod or or the local office more directly but the quickest way is i'll just have a look at er previous jobs [usr] ok [sys] and have a look and see how they were billed i don't appear to have been there before courthouse just checking the accounts [usr] i want to go down now it might be under the company name rather than the hotel name [sys] and then what would that be sir [usr] sure jogi sure jog i [sys] surg [usr] no sure sure [sys] sure [usr] s for sugar urej [sys] i i've got you sure [usr] and then jogi jog i [sys] got you all one word [usr] that's right [sys] ok just checking courthouse and still a few ways of checking i've got right i've got a previous washington hotel [usr] that's [sys] is [usr] right [sys] one of yours [usr] that's [sys] is it [usr] one of it [sys] just got a quick look at how that was could that [usr] ok [sys] be the same is that the head is washington hotel the the head could i use that as the billing the service [usr] you can use that as [sys] agreement [usr] a billing [sys] could be 668273 or something that [usr] didn't [sys] well [usr] that to [sys] it's [usr] hand [sys] not something [usr] but you [sys] that [usr] you can [sys] is [usr] use [sys] that [usr] the same the same account details for the billing for the billing details [sys] ok that's brilliant right that's absolutely superb because that means that's that's all out of all the way right right ok you've got a leak on the basement floor a basement concrete floor and er sweet and require leak detection the property the affected property at whiskey one bravo one lima x-ray do you mind giving me the first line of the address for that property [usr] [pii] [sys] and would you be the the contact [usr] yes [sys] the site contact [usr] yes [sys] or the cop could i take your name please [usr] [pii] [sys] sir [pii] [usr] [pii] [sys] [pii] [pii] and the contact number you'd them to get in touch with you on [usr] my mobile the one i'm calling from [pii] [sys] [pii] [usr] [pii] that's right [sys] that's brilliant that's the number i have just bear with me one second i'll get this booked in give me a moment [usr] ok [sys] [pii] the system's going a bit slow now [usr] did you put up the meat the did you put them in or [sys] what was does the actual residential ii i take it it's [pii] does it have a name [usr] i know it's just funny to [pii] [sys] ok [usr] no no leave that i've done sunday for you i can see the meter cos the meter that means it's been used it's just coming out [sys] ok i've got it i'm getting it booked in they'll get in contact with you tomorrow morning and [usr] ohh no [sys] get [usr] one can come out tonight [sys] a for leak detection no that wouldn't be able to happen it's a specialist team and they're not available in the evenings [usr] ok we we hopefully we'll get them first thing in the morning [sys] well they'll the local office will be able to get in touch with you and let when they're available [usr] ok [sys] shall i continue with this and let [usr] please but [sys] them get [usr] if [sys] in touch [usr] you if [sys] with you [usr] your market [sys] ok [usr] is urgent though because obviously we have no water at all in the building [sys] ok but he's isolated i mean i could get it booked in as an emergency for a plumber to go and isolate and make safe [usr] well we've isolated and made it safe we just put it we [sys] that's what [usr] to put [sys] i understood [usr] it off on the mains because it because it's the mains pipe obviously we just didn't want the the water just to be wasted and running under the house effectively we've made it safe but obviously the problem is the the the guests staying in here are are all complaining cos they've got no water now [sys] right well as far as getting the the a leak detection team i would only be able to get you booked in that the local office will get in contact with you tomorrow and let when they'll be able to get on site [usr] ok [sys] with that team [usr] ok no problem that's fine [sys] ok ok i'll do that ok you'll be getting a confirmation text through to [pii] [usr] yep [sys] and they'll as i say they'll let when they'll be able to get on site [usr] ok all right [sys] ok [usr] if you put a note [sys] sir [usr] in there that it's [sys] thank [usr] urgent that they can call me first thing in the morning and [sys] i'm putting in urgent water no no fresh water but water [usr] well no no [sys] isolated [usr] there's no water at all cos they're they're there we've got a few er elderly guests that are staying in the building as well er they they obviously need water we're trying to see if we can house them somewhere else but we're not having much land land issues before [sys] right dear ok it was vulnerable customers gonna and it's a local account would you me to well would i be able to call you back on the [pii] number [usr] yep [sys] what i'm proposing to do i've obviously kept you on the line for quite a bit already what i'm proposing to do is call the area manager who's on tonight [usr] ok [sys] for his advice [usr] ok [sys] of how best to proceed with this and make sure that i'm doing the right thing is what also what i'm trying to make sure i'm doing it it gets to happen as soon as possible [usr] ok please [sys] i'll give you a call back [usr] alright lovely [sys] it's it's [pii] at the moment i'll give you a call back however i've got on [usr] ok [sys] at [pii] [usr] ok lovely [sys] at [pii] [usr] ok [sys] ok [usr] super [sys] sir [usr] all [sys] i'll [usr] right [sys] speak [usr] thank [sys] to you [usr] you [sys] soon [usr] much [sys] bye [usr] thank you [sys] bye [usr] bye [sys] bye [usr] bye bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's free did that you can now book drainage services online in a few easy clicks with 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 afternoon speaking how can i help [usr] hi there i'm ringing from wood medical center in [pii] we've got a bit of a drains problem i have been trying to make an appointment online but i'm struggling to get it to accept an address cos it it doesn't start with a house number [sys] bless you what's the first line of your address please [usr] er it's woodson medical center which is [pii] [pii] [pii] [sys] ok give me a second right sorry just won't be a second [usr] it's ok [sys] right ok right just one second please [usr] ok [sys] thank you come to east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two if you would to discuss an invoice or have a finance query please press three hello [pii] [usr] hi there i'm trying to book a er visit please for a drains issue i'm having trouble [sys] what's [usr] doing [sys] the [usr] it online [sys] p [usr] because our er our premises don't have a street number and the website don't to that [sys] it is it confusing it alright let's get ok dokey what is the postcode please [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] fun how we go and what's the name of the company [usr] er it's it's a spiral healthcare but the address probably comes up as woodsen [sys] the [usr] medical center to a doctor's [sys] ok [usr] surgery [sys] what what are you what the one down i can't even near [pii] [usr] absolutely you must be fairly [sys] that's [usr] local [sys] it right [usr] i guess are you [sys] well we're we're at our office is in [pii] [usr] ok ohh that's convenient [sys] right sender will it be yourself that's on site tomorrow [usr] yes i will be [sys] and what's your name [usr] [pii] [sys] ok ok and what is the best contact number for you [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] and do you guys have the means to pay on completion or would you need us to send the invoice [usr] it'd be easier if you could send an invoice [sys] what's the email address i need to send it to [usr] you can use my address it's [pii] [sys] man [usr] and it's got a [pii] [sys] right [usr] after that and then it's [pii] [sys] and what is the issue that you've got going on there at the moment [usr] we've got a a ground floor toilet which has been [sys] hm [usr] it's been er blocking [sys] don't have to go [usr] up and backing up we've had the plumbers in they've looked at the valve and things that they've cleared through the system as far as they can get but it keeps recurring they they believe there's [sys] hello [usr] an underground blockage in the pipe [sys] ok that's fine are you happy for us to get someone there in the morning we've got a few engineers that live in [pii] [usr] absolutely [sys] is that right [usr] we're open from [sys] brilliant [usr] 8 a.m. [sys] brilliant well we start at 8 a.m. that's perfect i'll get that raised ready for the morning and our engineer will give you a quick call when he's on his way [usr] that's great thank you very much for your help [sys] no worries at all we'll see you in the morning [usr] cheers bye now [sys] thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes morning you're through to how can i help [usr] hello [sys] hello [usr] yes good morning to you i need to arrange a drainage engineer to come and unblock two drains [sys] ok no problem do you have the home care number or the address please [usr] yes iii i have a home care account number and let me give you the the number it is [sys] -huh [usr] 9100 052 434 15 [sys] hm right thank you and your name please [usr] the name is [pii] [sys] thank you just bringing up your details for you and it's two block trains did you say or [usr] yes two block trains that need to be unblocked [sys] ok [pii] [usr] that is correct yes [sys] thank you and for security your date of birth please [usr] i'm sorry [sys] for security your date of birth please [usr] it is april 8th 1948 [sys] perfect thank you all right let's have a look block train are the drains overflowing [usr] they are not overflowing but they are blocked the [sys] huh [usr] because the toilets are not flushing properly [sys] right ok [usr] will the drainage engineer will will they be able to come out here today [sys] i'm just checking the availability for you [usr] ok [sys] the blockage is that inside the house or is it outside would you say [usr] the [sys] it will be [usr] drains are are outside the house they're [sys] where [usr] in [sys] is that [usr] the in the in the in the they are in the front com compound of the house [sys] -huh [usr] and they need to be checked to be unblocked [sys] right and do you do you still have a toilet you're able to use or is it just not flushing away [usr] the toilets are not flu are not flushing properly that [sys] no [usr] that's how i know that the two drains are blocked [sys] ok let me just check the availability for you right i can put it as an emergency visit for today [usr] ok [sys] it would be any time before 6 p.m. [usr] ok [sys] but with emergency appointments it can be anywhere up until midnight but [usr] ok [sys] we'll try our very best to be out to you before six [usr] ok [sys] the the plumber will phone you before they attend would [usr] ok [sys] it be best to phone the mobile you're calling from [usr] yes [sys] the same mobile [usr] yes shall i give you the mobile number [sys] the same one you're calling from ending in [pii] [usr] yes that's correct [sys] thank you i'll pass that number over and our drains engineer will give you a phone call before they attend [usr] ok fine thank you very much [sys] that's ok then take care [usr] thank you bye bye [sys] thanks [usr] bye [sys] bye bye bye [usr] bye | 0Appointment / Booking
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[sys] good morning [pii] [usr] i am i think i think i've got an appointment booked in through british gas for a block toilet [sys] you've come through [usr] the [sys] to [usr] right number [sys] you've come through to plumbing what's your postcode please [usr] l 12 2 bp [sys] it'll be it'll be drainage will that ls 12 will be right have you got a pen and paper [usr] one [sys] right it's [usr] that's number [sys] double [usr] alright [sys] 14 2356 789 [usr] 739 [sys] simple number [usr] 789 no worries [sys] right thank [usr] nice one thank you [sys] you cheers bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to dino [pii] speaking how can i help [usr] hello good afternoon i'm calling regarding my problem with the bathroom is it possible to book someone to have a look in my property because i've got the completely blocked the bath and the bathroom sink and my land unfortunately is on holiday until the second of january [sys] is it just the bathroom sink that's blocked [usr] the the bath and the bathroom sink as well [sys] right and do you do you have another batter you can use or is that the only one [usr] yes yes the only [sys] do [usr] one [sys] you have another one you can use [usr] no unfortunately no i got only one bath [sys] ok [usr] i've [sys] and is [usr] got [sys] it a domestic [usr] i've got a [sys] or commercial [usr] got a shower [sys] property [usr] shower over the bathroom unfortunately it's completely blocked since over the weekend [sys] you do have another shower or bath you can use [usr] no no no no no i don't have [sys] you [usr] that it is [sys] don't [usr] the only [sys] ok [usr] one [sys] is it a domestic or commercial property [usr] no domestic domestic in my flat [sys] and do if you've got british gas home care cover for plumbing and drains [usr] no no no i don't have i don't have i have to pay for it [sys] ok and can i take the postcode please [usr] [pii] [pii] [sys] sorry sorry that was too fast sorry [pii] [usr] [pii] [pii] a [sys] first line of the address [usr] [pii] [sys] [pii] is that is that [pii] [usr] it's a flat on the eighth floor [sys] and your full name and title please [usr] full name is [pii] is [pii] and the surname is [pii] nnko wsk i [sys] thank you best contact number [usr] is it [pii] [pii] [sys] [pii] [usr] [pii] [pii] fault [sys] anyone vulnerable at the property anyone with any health issues anything to [usr] n [sys] that [usr] no [sys] effect [usr] no no [sys] ok just bear with me i'm just gonna check to see when we can send someone out to you i'm just gonna check the availability [usr] ok ok i'll i'll be waiting thank you very much thank you do how much the service it will be around [sys] i i'll just confirm [usr] three [sys] it with you i'll just check the date first we can send [usr] all [sys] someone out [usr] right [sys] tomorrow between eight and six [usr] it's fine absolutely fine [sys] the engineer will call you half an hour to an hour before arrival once he's out [usr] ok [sys] there he will inspect it provide you with a fixed quote the prices are from 100 and £80 including va t and once [usr] ok [sys] the job is done you can pay cash or card there's no call charge if you decline the quote you won't be charged anything [usr] ok [sys] ok that's all booked in now for you ok [usr] ok i'll be waiting tomorrow thank you very much [sys] no worries take care [usr] thank you [sys] alright [usr] thank [sys] bye [usr] you | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit at dot com for details alternatively please hold and your call will be transferred to a customer [usr] that [sys] service [usr] one is [sys] advisor [usr] over the water can he [sys] we record calls for quality and training purposes [usr] the new one's just taken off quick quick quick quick one mile away [sys] no [usr] it's [sys] switch gas [usr] it takes [sys] [pii] [usr] off from [sys] speaking [usr] [pii] [sys] how can i help [usr] hi i wonder if you can i've got an issue with a blocked drain outside my house and i just wondered [sys] ok [usr] i could when you could come round and have a look at it please [sys] do you have a home care policy [usr] no [sys] sorry [usr] no [sys] you don't have a home care policy with british gas no [usr] right [sys] ok and is it a property where you live [usr] yes [sys] and are you the property owner [usr] yes [sys] ok for a standard job between the hours of eight and six monday to friday is 100 and £70 the engineer comes out and finds it's a bigger job then he would re quote you [usr] right ok ok let me just let me just double check that if have we got a home care policy if you get mask on online it said it was a free it was a free call out [sys] yes there there's no call out fees but we just need to make you aware that a standard job the job starts at 100 and £70 [usr] right i see what [sys] if [usr] you mean [sys] and then he would re quote you if it was anything different [usr] right ok got it [sys] is that yes do you want to go ahead or [usr] yes please [sys] yes what's the post code [usr] [pii] for [pii] brother [sys] and the first line of the address [usr] [pii] he's pointing up there let me see what [sys] [pii] [usr] you said what you mean longer gonna come out [sys] i'm just [usr] of those clouds [sys] searching for it now [usr] going in it hasn't come out the other side yet that one can't we [sys] and what's the name please [usr] [pii] [sys] sorry [usr] [pii] please ready [sys] and your contact telephone number please [usr] [pii] [pii] [pii] [sys] is anybody vulnerable out of the property [usr] no no [sys] and it's a train outside did you say [usr] yes [sys] it affecting anything indoors as of yet [usr] pardon [sys] is it affecting anything indoors [usr] night [sys] as of yet [usr] no [sys] overflowing [usr] yes it's overflowing [sys] is it just waste water [usr] yes [sys] just waiting for the appointments now won't keep you a moment [usr] ok thank you [sys] ok next available is friday the engineer will call you when he's on his way and then we'll require payments on completion of the work [usr] ok is is there a time slot it will be when [sys] between [usr] you arrive [sys] eight and six but he'll ring beforehand [usr] eight and six yes any time before ok how long how much notice does he give you [sys] as as much as he can really depends where he's coming from but he he [usr] right [sys] always rings before [usr] ok all right then thank you very much [sys] ok take [usr] thank [sys] care bye [usr] you bye [sys] now [usr] bye [sys] bye [usr] ok | 0Appointment / Booking
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[sys] hello you're through to plumbing how can i help [usr] hi my name's [pii] i called yesterday to have someone come out to one of our tenancies and they said someone would call yesterday or today regarding the payment [sys] ok what's the post code of the property please [usr] it's [pii] six lg i think hold on i'll get i'll get the photograph up right sorry that was that was a stress in itself yesterday [sys] bless [usr] at [sys] you [usr] six lg [sys] lovely that's fine bear with me and i'm gonna pop you over to [pii] hello hi there you're through to [pii] [usr] hi [sys] how can i help [usr] hi [pii] i booked a job yesterday and they said that someone would call me regarding a sewage coming up out of a bath and a tenancy and they said someone would call me regarding [sys] ok [usr] the payment [sys] we've been trying to get in touch with the the site contact which is we've got [pii] and the numbers just going straight to answer phone [usr] he's not answering listen i'm available i can go today now he'll be at work i'm available what time would and i can pay on [sys] super [usr] site as well because i've [sys] ok [usr] i've got cards [sys] it's [usr] how [sys] 100 [usr] much [sys] and [usr] is [sys] £70 [usr] it right [sys] i've just [usr] ok [sys] been [usr] not a problem [sys] myself [usr] do you guys take apple pay as well or no or do you want the card [sys] the [usr] because [sys] technician [usr] i've got both [sys] can send you a payment link or i can take a payment over the phone once [usr] all right [sys] that [usr] take the payment [sys] will be [usr] over [sys] once [usr] the [sys] the job is completed [usr] please [sys] ok [usr] all right [sys] i [usr] no problem [sys] will [usr] thank you er what time will somebody phone me and i'll just go along and [sys] but [usr] and [sys] he'll ring you when he's on the [usr] ok [sys] way to you ok he's just traveling to a job at the moment in ex [usr] ok [sys] one for an emergency and then it will be [usr] right [sys] yourself that's next you're welcome [usr] ok [sys] take [usr] thank [sys] care [usr] you [sys] bye [usr] great [sys] bye [usr] bye [sys] are you still there sorry | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's did that you can now book drainage services online in a few easy clicks visit dino 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 it's how can i help you today [usr] hi there we've got a block sink we think all the the the drainage is blocked up [sys] right [usr] we wanna [sys] ok [usr] have a look at [sys] ok can i take the postcode please [usr] [pii] [pii] [pii] [sys] right ok i'm just gonna pass you over to your local office they can get you booked in with an appointment is that ok [usr] no worries thank you [sys] worries have a nice day [usr] thanks you too [sys] to dina rod drain services please press option one if you have a blocked drain or would to discuss an engineer's visit option two for quotations your call is being transferred please hold [usr] right how was it on the cool lake power and that's not in [pii] hello wow [sys] er or what [usr] hi there i was giving you a call we've got a blocked and i wonder if we could get someone out to have a look at it [sys] you have a postcode [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok currently the earliest i could probably do is monday at the moment [usr] we could be monday [sys] ok i can do the morning for you that's [pii] was the last part of the post code [usr] [pii] golf [sys] the first line of the address [usr] [pii] [sys] that's [pii] ok and the issue at the property is just not [usr] you [sys] draining [usr] got [sys] as far [usr] a [sys] as you're aware [usr] it's a blocked sink but it comes [sys] no [usr] out of the the the dishwasher has gone blocked as well now i think it's all connected [sys] ok i can confirm the price of a that will be 100 and £45 and that includes va t and you'd be happy to pay in the end day via cash or card on completion [usr] you can pay by card and constituent [sys] perfect and can i just have your name best contact number [usr] [pii] [sys] yep [usr] [pii] and then the number is this one did it come up or do you want me to [sys] no it's come up with the call center number [usr] ok cool [sys] i would need your [usr] sorry [sys] phone number [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] [pii] [pii] perfect ok we could do that in the morning for you i'm assuming that would be better [usr] what's your time in the morning roughly [sys] that will be between eight and one [usr] ok that's fine [sys] you'll get a call from the engineer when he's about 20 minutes away from the property [usr] ok [sys] as well and obviously once you raise the job on our system you'll get a text a reference number and a booking confirmation as well alright [usr] cool thank you very much [sys] well you take care sir have [usr] right [sys] a good day | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team 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 [pii] my name is [pii] how can i help [usr] yes i've got to block too i need unlocked thanks [sys] ok what is your post code please [usr] [pii] [pii] [sys] do you have any cover with british gas for plumbing and drains [usr] not doing no [sys] and what's the first line of your address [usr] [pii] [sys] ok bear with me [pii] you said ok see ok and what is your what's your what's your name please [usr] my name's [pii] [pii] [sys] sorry what's your surname [usr] [pii] [sys] ok and your contact number please [usr] [pii] [sys] ok and is this a domestic or commercial property [usr] domestic [sys] and do you have any plumbing or drains covered with gas [usr] no [sys] ok and is there any anyone vulnerable in your house [usr] is really what [sys] any vulnerable person within the household [usr] no [sys] ok bear with me a quick second and what's the issue that you're currently experiencing now [usr] it's backyard drain er that the sink and dishwasher and washing machine empties into it's just blocked and i can't [sys] hm [usr] it [sys] you hear me i'm just gonna look for a time slot one second won't be a moment yes i'm just putting some information to see when the next available time slot is alright ok i can get you someone out today between one between 1 p.m. and between one and six [usr] between one and six today [sys] yes now the engineer will give you a quote when he arrives [usr] fantastic [sys] if you accept if you accept the price you can pay by cash or card and completion if you refuse the price no work will be carried out you will not be charged but there's no call out fee [usr] no [sys] if you're [usr] problem [sys] happy with that account [usr] happy [sys] right [usr] with that [sys] cheers all right do listen [usr] that [sys] out for your phone as you will get a call or text ok [usr] ok lovely thank you very much [sys] bye bye [usr] thanks now bye [sys] right | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing did that you can now book drainage services online in a few easy clicks visit dino 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 [usr] even with the crazy stuff right [sys] our local teams of expert engineers are available across [usr] bye [sys] the [pii] 24 7 365 days a year through to gas speaking how can i help [usr] hello [sys] hello [usr] hi can i book somebody we we keep getting our dreams overflowing [sys] ok do you have a home care policy [usr] no [sys] with british [usr] no it's [sys] car [usr] not it's a business [sys] right ok and do you have a an account at all with [usr] no we don't [sys] no that's fine how it would work then is i would take the details from you pass it over to the local office and then get them to get you to give you a call back with availability and price [usr] ok [sys] is that ok what's the postcode [usr] [pii] [pii] [sys] i'm just checking that we are doing chargeable work in that area i won't keep you a minute i'm good to go is the billing address the same as the site site address [usr] no [sys] ok is there gonna be a separate billing address [usr] that's correct [sys] ok i need to take the postcode of the billing address first then please [usr] [pii] [pii] [sys] and the first line of the address and the billing address please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] it's just finding it now and what's the business name for the billing address [usr] ma maple tree estates limited [sys] [pii] and are you the person we need to speak to and can i take your name please [usr] [pii] [sys] [pii] sorry [pii] [usr] [pii] [sys] thank you and what's your contact number please sir [usr] [pii] [pii] [sys] 04 i just set that up first ok going back to the site address is [pii] [usr] that's correct [sys] and the first line of that address please [usr] [pii] [pii] [sys] [pii] see a flat [usr] no it's [sys] no [usr] it's a new build it's a block of flats [sys] hm not finding it [usr] brook [sys] is it [usr] brook [sys] is it [usr] brook farm house try that [sys] brooks on hand no it's not bringing that up either ok it's not a flat did you say [usr] what it is madam it's a block of flats that we're building [sys] right it's not bringing anything up let me try again [usr] no it's a new bill [sys] but it's not even bringing the anywhere [usr] you should [sys] anything [usr] do [sys] near to what you're saying [usr] he should do because he he he he used to be called brook farm house it was a a er a workplace and on that side it's still called brook farm house [sys] do when it was called brook farm house what was the business there do [usr] [pii] electronics or something [sys] how was that right i'll put it in manually i'll put it in manually not bringing any of that off you see [usr] it [sys] and it's what road did you say [usr] one [pii] [sys] i should do it it's just going a bit slow sorry about this ok and it's the drains outside did you say that's overflowing [usr] it's a drain outside it keeps blocking every often and it floods [sys] right [usr] and he's just done it again we wouldn't need somebody to come down there with a camera and tell us what's going on [sys] sure ok is there anybody vulnerable on site that we need to be aware of [usr] no [sys] no ok what i'm gonna do now is pass this over to the local office i'll send it over to them now and get them to give you a call as soon as with availability and price [usr] ok that's fine [sys] ok take care now [usr] thank you bye bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 speaking to [pii] how can i help you [usr] excuse me i've got a bit of a sore throat my name is missus [pii] i have an appointment that's been booked for me for today with the diner rod plumbing this year [sys] sure no worries how can i help you with that [usr] well i was having problems and i rang about five o'clock this morning and there was water gushing through all my assistance but it it now seems to have stopped and i'm just wondering if maybe i should cancel the the emergency appointment is that all right [sys] of course can you tell me your home address please [usr] it's [pii] [sys] and the postcode [usr] [pii] [sys] thank you and your name please [usr] it's missus [pii] [sys] what was leaking was it the boiler that was leaking [usr] no it was it seemed to be well all my all the loads of water was rushing out through the systems in my toilet and i couldn't stop it [sys] ok [usr] and i tried several times then i rang i rang home care and they arranged for someone to come out between 8 a.m. and 6 p.m. today but i all i can think of is that northumbrian water must have been doing something in in after about in nowhere and a half it's it's stopped iii i don't want anybody coming out unnecessarily obviously on christmas day [sys] no that's totally understandable that's fine i've canceled it for you now ok [usr] ohh [sys] if if you still need an is it the only toilet you have in the property [usr] no no no i've got three toilets [sys] ok [usr] huh but as i say it seems to be ok but if i have a problem can i ring back [sys] do you want me to book you a standard appointment in advance [usr] what would that do [sys] it'll just it'll just we'll just book an appointment for you and then obviously if it's still working ok just call and cancel it [usr] that would be i can yes if it's still working ok i can call and cancel it no that would be fine thank you [sys] bear with me a second what was it again it's the system it's a toilet system that was leaking [usr] toilet system leaking a well [sys] ok [usr] yes it's it's quite hard to explain cos it just to woke me up in the middle of the night with all this water gushing out [sys] no right we can get you booked in for next tuesday wednesday thursday or friday which is the 2nd 3rd 4th or fifth of january [usr] book me in for the fifth please [sys] the fifth which is the friday would you a morning 8 to 1 [usr] yes please [sys] ok make sure if you do if if by then you think you definitely don't need it just call us and cancel it ok [usr] that would be great ok thank you for your help [sys] all [usr] and [sys] right [usr] christmas [sys] no [usr] to [sys] problem merry christmas to you have a lovely day [usr] thank you very much ok [sys] no [usr] bye [sys] worries take care bye bye [usr] bye for now bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an 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 afternoon welcome to dino you're speaking to [pii] how can i help you [usr] i think i spoke to you earlier [pii] i've got a problem with the tank in my loft and to cut a long story short i do have home care but they can't get out till next tuesday i know you do one [sys] right [usr] off as such [sys] we do yes [usr] it's just [sys] we [usr] i've had [sys] do [usr] to turn the water off i won't be able to use the central heating and obviously i won't have any water because it's leaking out but down the pipe [sys] got [usr] to [sys] you [usr] the house [sys] thank you sorry yes yes we do a one off excuse me sorry [usr] that's all [sys] about that [usr] right [sys] my apologies the only thing is i can't i can't my apologies i can't tell you what precisely what when d when the a dino plumber can attend it's because it's out of hours then i would take details from you pa pass the job over to the local plumbing office but some of them are close at different times it may not be be tomorrow before it gets picked up [usr] tomorrow before it gets [sys] just [usr] picked [sys] wanted [usr] up [sys] to do [usr] what why has it got three why has it got 24 hours a day 375 if it won't be picked up till tomorrow [sys] well [usr] that's [sys] we [usr] what's on the [sys] are [usr] advert [sys] available to i know we are available it's just certain times of the day that the the local office are not there i mean it will be as i can get it ready you say i can get it raised i can raise it as an emergency and let's see whether we can get an engineer out there out there today for you but but that'll what that means is it's me raising it as an emergency it goes straight to an engineer today and the engineer will sorry cos it's a it's my the team i work for also assigned the engineers out of ours let's let's see whether we can get this out to today for you [usr] ok [sys] if you if you'd me to arrange [usr] yes [sys] that [usr] please [sys] it thank [usr] do you [sys] you [usr] know roughly how [sys] what [usr] much it's gonna [sys] what [usr] cost [sys] i don't know with plumbing i'm [usr] ok [sys] sorry i'm sounding [usr] ok [sys] vague [usr] ok [sys] news i don't know but the engineer can let [usr] all [sys] more [usr] right [sys] about [usr] ok [sys] that can i take your postcode [usr] yes [sys] again [usr] it's [sys] please i know i took it [usr] it's [sys] earlier [usr] ok [sys] on please [usr] it's [pii] [pii] [sys] thank you again and just just confirm your name again for me sorry [usr] [pii] [sys] thanks very much indeed thank you excuse [usr] that's [sys] me [usr] ok [sys] sorry number 42 [usr] yes [sys] you [usr] it [sys] said [usr] is [sys] didn't you thank you give me a second [usr] that's ok [sys] sorry [pii] [usr] that's [sys] thank [usr] all [sys] you again [usr] right [sys] sorry [pii] is there in the property class as being vulnerable at all [usr] no no [sys] thank you very much thank [usr] that's [sys] you [usr] ok [sys] have a look [usr] it should be off the record it was at one time when i had my mum living with me but not anymore that should that should be off the record a long time ago [sys] no no i i can't i generally can't say anything i would say we just to ask though every [usr] no [sys] time [usr] that's [sys] you get a call [usr] fine [sys] ii i just typed in leak from the water leaking water tanking the law preventing the heating from being used is it affecting anything else obviously the heating's bad enough in this weather but [usr] well the thing is obviously i won't be able to have a wash and stuff and have a shower i can go to work the thing is though obviously it's gonna it's gonna be costing me and water [sys] gone [usr] diner [pii] fitted me a new ball cock on the 15th of august if it is a ballcock again it's the [sys] right [usr] one that your colleagues have done [sys] all right make sure you make sure you tell him that make sure you tell the plumber that when he arrives let's get this let's get this put in for us i'll not a couple of seconds thank you i'm just gonna put that note that note to the engineer about [usr] i pa i paid [sys] the ball [usr] the excess of £60 for that ballcock [sys] that's what it because the things maybe they've all got installed previously by dino at least we are in the full picture then thank you thanks very much fancy few pages [usr] that's [sys] [pii] [usr] all right [sys] have you got a pen handy [usr] i'll [sys] have you got [usr] i'll [sys] a pen [usr] grab [sys] i can [usr] one [sys] look at that [usr] hang [sys] thank [usr] on [sys] you [usr] no problem [sys] he's alright don't you [usr] i've had no look since i've had it in while i put in god ok right [sys] i'm just i'm just gonna give you the the job number or the booking reference if that's ok [usr] that's fine [sys] thank you it's letters first it's d sorry it's dywo delta yankee [usr] dyw [sys] whiskey oscar [usr] yep [sys] and then it's it's number's [usr] i've [sys] three [usr] got that [sys] double six 0120 [usr] hello [sys] hello i'm gone [usr] dywo [sys] 366 [usr] 366 [sys] 0120 [usr] 0120 [sys] that's done that's gone out as an as an emergency and the next call should be from our plumber to let they're on the way [usr] that's lovely i was gonna say because it's caused damp at the bottom of the the bottom end of the house just before the d course it's quite wet there [sys] not nice [usr] ok then [sys] all right [pii] thank you much sorry you had to call back but thanks [usr] no [sys] again [usr] that's [sys] take [usr] fine [sys] care [usr] thanks [pii] all right then [sys] lovely [usr] bye [sys] night thank you bye bye | 0Appointment / Booking
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[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 did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] no for the extra ounce i think [sys] we [usr] that [sys] report calls for quality [usr] what [sys] and training [usr] was your [sys] purposes [usr] one then that that was the one that was the one you may not get that one [sys] good afternoon thank you for calling dino [pii] speaking how can i help [usr] hello there i just wondered whether you come out on a sunday or not [sys] i can if we can if we've got availability [usr] ok we're just we've got a block sewer that's all [sys] i can certainly have a look for you and [usr] thank [sys] is [usr] you [sys] it for a domestic or commercial property [usr] domestic [sys] domestic and do you have british gas home care cover for plumbing and drains [usr] no [sys] ok let me have a look what's the postcode to start with [usr] [pii] [sys] and what's the house number [usr] number [pii] [sys] let me just see if i can find it [usr] thank you [sys] is that [pii] [usr] that's it [sys] and if i could take your first name please [usr] [pii] [sys] [pii] is that [pii] er [usr] that's it [sys] and if i could also take your surname [usr] [pii] [sys] [pii] and if i could just take a contact telephone number please [usr] this one which is [pii] [pii] [pii] [sys] [pii] and [pii] do you have an email address at all [usr] ok it's [pii] [sys] bye bye all right let me save that what's made you realize you've got this blockage did something happen [usr] i mean the the toilet we we're flushing the toilet it's coming up nearly to the top and overflowing and then the the the bathroom shower tray is bubbling away and i've taken the drain cover off and it's it's all up to the top it's grim [sys] ok and is there anyone at the property the engineer would come into contact with who would be considered vulnerable at all [usr] no [sys] no right let's i'll be able to get the appointments set up now just bear with me while they load up [usr] ok [sys] let's see what we've got bear with me it's incredibly busy today the systems are running quite slow [usr] ok [sys] here we go right let's have a look earliest i'm getting in your area less leicester now is tuesday morning [usr] ok right bloody hell do you do you think we can do better than that with another company honestly [sys] i really could all i can tell you is that this has been the busiest weekend of this year far with this weather [usr] right [sys] i'm going to guess other companies are having the same issues we are but i don't know [usr] all right well i mean i'll i'll i'll book that one and does [sys] ok [usr] someone does someone have to be on site or can we just leave the gate open as it were [sys] no we do need somebody there i'm afraid [usr] ok no we can't do tuesday neither of us can be there 00 sorry what what time have you got my wife's just saying what time have you got [sys] ok it's between 8 a.m. and 1 p.m. [usr] no [sys] it is a bit [usr] no [sys] chung [usr] no we can't do it no i'll [sys] no [usr] i'll i'll i'll have a go elsewhere first i'm sorry but we [sys] ok [usr] i just can't do it [sys] no understood [usr] all right [sys] good luck [pii] [usr] thank you bye [sys] take care bye | 0Appointment / Booking
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[sys] hello donny plumbing [usr] hi my name's [pii] i'm calling from an estate agent in [pii] comfort estates i just wondered if if your engineers or whoever can are they able to clear a down pipe which is coming from [sys] you [usr] some gutter [sys] er is it blocked [usr] yes [sys] what's the postcode [usr] just [sys] what was [usr] bear [sys] it [usr] with me one second [sys] bye [usr] cos [sys] bye [usr] it is it is high up we've had a few contracts [sys] i [usr] to have a look and they've said that they might need scaffolding it's ng one six sg it's [pii] [sys] girls just one second please [usr] thanks [sys] let me just see if i can put through to someone on the drainage side cause it would be a drainage job just one second please [usr] ok [sys] hello [usr] hi [sys] i'm good [usr] just [sys] thank [usr] been popped [sys] you how [usr] through [sys] are [usr] to [sys] you [usr] yourself are you ok [sys] yes [usr] i'm good thank you i don't know if you [sys] i've [usr] have [sys] been [usr] had [sys] given [usr] any [sys] your post [usr] information [sys] code of [usr] passed [sys] ng [usr] over [sys] 16 fg [usr] yes it's [pii] it's a student property that we manage i'm calling from comfort estates and we've had a few people we've had the gutter cleared and we've had a few of the contractors have a look but we but it's it is high up if you if you wanted to get it up on google maps or anything it's a down pipe from the gutter in that we believe is blocked right at the top there's no a contract i had a look one second but i just don't know if that's something that you [sys] do [usr] can [sys] you have any [usr] can [sys] pictures [usr] do [sys] at all [usr] can [sys] i i was [usr] get [sys] just [usr] some [sys] wondering [usr] pictures [sys] if you could send [usr] for [sys] them over [usr] you [sys] via email and we'll be able to assess if we can do that for you and then get you booked in it's [pii] [usr] ok what's [sys] [pii] [usr] the best email for you i spoke to you earlier about the newcastle i think [sys] what's i'm not 100% sure what's it what's ng one [usr] i think i spoke to you earlier regarding [sys] yes pro possibly [usr] a job that's booked [sys] i [usr] in [sys] if [usr] for tomorrow but it's [sys] you [usr] fine [sys] do have any queries regarding not in an area just ping me an email because i'm the one that deals with that area for anything [usr] fab [sys] just [usr] ok [sys] ping us anything over [usr] it's [sys] and [usr] [pii] [sys] if i can i take a system where i can even if it's if if it's something that you thinks to do with draining just bring it all away [usr] ok [sys] and i can help you [usr] great thank you [sys] [pii] [usr] it's [pii] [sys] [pii] that's correct [usr] [pii] if [sys] i i'll [usr] i send [sys] be able [usr] you [sys] to [usr] some [sys] let you [usr] photos [sys] know as soon as [usr] would you just be [sys] as [usr] to let [sys] possible [usr] me know [sys] not a problem [usr] ok [sys] thanks [usr] thank you [sys] take [usr] very [sys] care [usr] much [sys] bye [usr] thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] partners [sys] please [usr] with british [sys] listen [usr] gas [sys] to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that [usr] his [sys] you [usr] name [sys] can [usr] about the [sys] now [usr] council [sys] book drainage services online in a few easy clicks visit dino.com [usr] bad [sys] for details [usr] [pii] [sys] alternatively please hold and your call will be transferred to [usr] ok [sys] a customer service advisor [usr] [pii] i call him that's not his name is [sys] we record calls for quality and training purposes [usr] i pay it for well i can maybe get [pii] down there but there's obviously [sys] calling di [usr] a problem [sys] how how how can i help [usr] hello i just want to know your availability is i got a property in the [pii] area that we've got some problems with the drains i don't know what your availability would be to come and look at them and deal with them for me [sys] i'd have to try and book the job in before i get access to the diary [usr] ok [sys] i can certainly have a look and is it a commercial or domestic property [usr] domestic [sys] and do you have british gas home care cover for plumbing and drains [usr] no i would have said no [sys] no no no problem ok well i can have a look where what's the postcode to start with [usr] post code is [pii] [pii] [sys] let me have a look and what's the house number [usr] four [sys] before let me see if i can find it is that [pii] and if i could take your first name please [usr] sorry sorry [sys] if [usr] somebody [sys] i could take [usr] who else [sys] your [usr] my name is [pii] [sys] [pii] and if i could also take a contact telephone number please [usr] [pii] [pii] [pii] [sys] [pii] right let me just save that and what issue do you appear to be having at the property [pii] [usr] to be honest with you my mum my mother's property two seconds play me ok 10 days as well ok i want to go in a minute ok all right bye bye sorry sorry [sys] ok yes what was the issue with the property sorry [usr] the drains just seem to be filling up [sys] ok and is there anybody at the property who may be considered vulnerable at all [usr] no no [sys] no good [usr] no [sys] right i'll be able to get the appointment slots up now just bear with me dawn while they load up [usr] ok [sys] here we go let's have a look i i could send somebody this afternoon if you're available it would be between 1 p.m. and 6 p.m. [usr] this afternoon 1 p.m. to 6 p.m. just total two seconds what was your name [sys] [pii] [usr] [pii] hold on two secs [sys] no [usr] son [sys] problem [usr] that that would be a costing or what cost me to that do you do you have any because obviously i do you investigate what the problem can be as well or do you just [sys] what [usr] clear [sys] what [usr] them [sys] how what what will happen is the engineer will have a look at what the issue is and then once they've done that they will give you a quote now if you're happy with the quote they'll obviously do what needs to be done and you can just pay the engineer at the end via cash or card if you don't want to go ahead you can say no and if you do say no you can pay anything because there's no call out charge but what can what can tell you is is if you do decide to go ahead prices start at £180 including va t [usr] 100 and £80 including va t ok you asked to clear the claim for me at the minute and then did you say you you they investigate what is what could be the problem or no sorry [sys] they they'll have to do that they can work out how they can fix it [usr] because we don't know if it's from my mum's pocket or out in the road [sys] right they won't be able to check out in the road because we're not allowed to because those those drains in the road belong to the local water authority we wouldn't be able to check in the road but we can certainly [usr] no [sys] check [usr] but we [sys] on [usr] could check [sys] your property [usr] on ours couldn't we and if there's no problems on our side because you it is is that in the road [sys] exactly [usr] yes [sys] exactly [usr] ok then all right i [sys] shall [usr] got [sys] i book [usr] it [sys] that did you want to book that in or [usr] yes please [sys] no problem let me get that booked in then [usr] let me just check with my daughter a minute hold on they can go there today di it wasn't it was 16 ok well we'll we'll get the price and then we'll get another price ok no she wants to get another price a moment ok [sys] do you want to leave [usr] let [sys] it for now [usr] me just [sys] then [usr] just leave [sys] ok [usr] it for the moment [sys] no problem [usr] ok [sys] all [usr] then [sys] right good luck [usr] ok i'll back sean within 10 minutes [sys] that's ok [usr] ok thank [sys] take [usr] you [sys] your [usr] bye [sys] time [usr] bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require plumbing services did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to as mc dino how can i help [usr] hello hi we have a shepherd's hut that we went out and we had a problem a couple of months ago where there was a really nasty smell within the shepherd's hut a drainage smell we were on a septic tank and at the time we had an extra was it a flu that we had fitted an extra vent a vent going out a vent vented pipe going outside and we had a plumber who came and looked at the drains couldn't really find the issue but we put the vented pipe in and the smell seemed to go away and anyway we've just had a call from the guests that have just checked in now saying that there's a really bad smell coming from the bathroom again and we're at a bit of a loss really because the smells come back we at the time we tried everything that we could think of and it seemed to solve the problem even though we never really identified what the problem was the steps that we took seemed to solve it but now the smell is back and we're really at a bit of a loss as to what we do about it [sys] right ok the main issue is just that there's a smell there's nothing being affected or [usr] no [sys] that you still use the toilet the shower [usr] everything is still working fine it's the smell that's the issue and it's just a vague drainage smell sometimes it it the guests always say it's come from the bathroom but it makes the whole of the shepherds smell and we just don't know what to do next [sys] all right is it ok to quickly put you on hold i just want to double check something [usr] ok [sys] thank you [usr] i'm on hold what time is the next train i just can't believe this has come round again i mean if they say they can come tomorrow shall i say yes and then you can go over tonight and do this voda christmas thing i don't want to pay £400 to call out may have [sys] hi [usr] hello [sys] hopefully we can get booked in obviously the engineer will come take a look and see what could be potentially causing that smell [usr] ok [sys] but how it would work is i get it booked in on my system [usr] hm [sys] and then you get a call today from the actual engineer and he'll confirm when he can come out as well as the price [usr] ok but how quickly are you able to get somebody out because obviously we've got guests in there and it's it's quite urgent really [sys] unfortunately i can't confirm the date only the engineer can he's the only one that can confirm the date and price [usr] right but how long are we talking does it normally happen within the next day or two or is it gonna be next week or [sys] i said i don't know because it's a different type of booking it's only the engineer that can confirm when he will be out i'm not sure it could be soon as i'm not sure on his availability that he can come out [usr] ok well when would he give us a call to let us know when he could come [sys] it'll be today hopefully it will be soon [usr] ok [sys] if he's on a job it might take a little longer [usr] ok what do [sys] but [usr] you [sys] it'll [usr] do [sys] definitely [usr] are [sys] be [usr] you [sys] today [usr] a national firm that finds somebody local to come out is that how it works [sys] we already work with different offices that cover different areas [usr] ok [sys] it'll be an engineer from the actual office that'll be ringing [usr] and do your engineers deal with plumbing and also septic tanks and treatment plants as well are they trained in all of those different areas [sys] with septic tanks and the treatment plants that you're saying you'd have to contact the actual office directly some of them do some of them don't [usr] but i i think what we're saying is we we don't know what the problem is and we are on a on a on a treatment plant i think we need somebody who understands obviously general plumbing and also treatment plants as well there'd be no point in an engineer calling us that doesn't know anything about treatment plants [sys] i mean i would ring the local office but they have shut i mean the best person to confirm it would be the actual engineer because some local offices i know do know how to work on them some don't that's why i speak to the engineer directly would be the best one to answer it [usr] i don't worry i i don't think this sounds it's gonna be very helpful for us thank you very much [sys] no worries | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require 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 today is how can i help [usr] i've got a block drain in my back garden and i think i'll need somebody to come out with one of those jetters to get rid [sys] fair [usr] of it [sys] enough well there is overflowing [usr] yes it's all the flooding [sys] do if it's connected to the toilet waste system [usr] sorry can you just repeat that yes it's connected to the toilet [sys] right ok if we get to you today we're looking at around £255 [usr] well i'm looking [sys] and that [usr] for something [sys] includes [usr] i'm looking for someone to come out to the [sys] ok it's about £255 as i say and that includes the va t have you ever had [pii] there before [usr] well if i had down the road i probably have some years ago and i've had [sys] ok [usr] i've had difficulty with this thing before [sys] can i take your surname sir [usr] his surname is [pii] [sys] there we go and can i have your contact telephone number [usr] [pii] [pii] [sys] [pii] [usr] [pii] [pii] [sys] first line of your address [usr] it's [pii] [sys] and the postcode sir [usr] [pii] [sys] you've not got british gas home care cover have you for plumbing and drains [usr] i know we've got a british gas service thing but i i don't know if it covers the drain [sys] be service and repair when you boil that ok do if it's connected to the toilet where you said yes ok blocked no one who's a vulnerable person is there that we need to know about [usr] no [sys] ok right almost done now [usr] ok [sys] ok as i say 255 is the rough estimate and that include va t it's paid upon completion either by card or cash [usr] ok [sys] but the engineer will give you a quote once he's come and done a visual inspection and then if you're happy with it he'll crack on with the work and take payment upon completion [usr] ok that's fine ok [sys] [pii] all right [usr] that'll [sys] you have a great [usr] be this [sys] rest [usr] afternoon [sys] of your day [usr] will that be this afternoon [sys] asap [usr] ok [sys] essentially [usr] ok thanks [sys] ok [usr] very much then thank you cheers then [sys] all right bye bye [usr] bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dina road our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service [usr] one [sys] inquiry press two for an existing or completed service press three [usr] 65 [sys] for accounts press four for [usr] my friend all that out bringing them now nice can you run down towards that way and see if you can see [pii] are just ringing and ringing [sys] good afternoon down road [usr] hiya i'm looking to see if i can get someone to call out [sys] ok [usr] what is it sorry [sys] i'm gonna take some details from you here and then the speak to is [pii] he is just away from his desk at the minute and i'll get him to give you a call back [usr] get [sys] ok [usr] on [sys] can i take your name there please [usr] it's [pii] [sys] ok and or this number you're calling in on here is that the best number for him to get you back on with the mobile [usr] no [sys] number [usr] maybe better do you want partner he knows more about it [sys] ok no problem [usr] add on hi how are you doing [sys] hi there not too bad [usr] right the the issue was that the main line of the sewers was blocked and n i water came out and cleared it but the problem being now that because it had backed up far it's now between my inspection type and the bottom of the soil stack the where it's [sys] ok [usr] blocked [sys] ok [usr] moral contracts were just out there now and obviously they have rods as well they said it's about a meter in [sys] ok [usr] if i could get yourselves out to use the high pressure jet to try and clear it or even to use the cctv survey [sys] yep [usr] whatever's needed do what i mean and if need be afterwards if something needs dug out then they can come [sys] ok [usr] back out as well [sys] i'm just writing this down because the [usr] no [sys] guy you need [usr] that's [sys] to speak [usr] grand [sys] to is just another call here i will pass a message on to him to give you a call back what's your name there [usr] it's [pii] [sys] and [pii] what is the best number for him to get you back on [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok [usr] i say it's just because obviously the water's filled right up the soil stack what i mean because it can't get out anywhere [sys] can't [usr] it's it's [sys] get out anywhere no problem [pii] what is the location of the property there [usr] it is [pii] [sys] ok ok and what's your post code there [usr] it's [pii] [pii] [sys] perfect ok if you leave that with me i'll pass all these details on to [pii] and i'll ask him to give you a call back when he's free here all [usr] perfect [sys] right [usr] i appreciate it [sys] ok no [usr] thanks [sys] problem [usr] mate all the [sys] [pii] [usr] best [sys] thank [usr] bye bye [sys] you [usr] bye [sys] now thanks bye bye bye | 0Appointment / Booking
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[sys] thank you for calling our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry good afternoon down the road [usr] hello i'm ringing up to find if someone would be would be able to come along and clear what might be a blockage at the house please [sys] were you on the phone earlier [usr] yes [sys] on is that mrs [pii] [usr] yes [sys] has no one got back to you yet [usr] no nothing [sys] no give me one second and i'll see if the guy's free here [usr] thank [sys] to have a wee [usr] you [sys] word with [usr] thank [sys] you [usr] you [sys] thank you thanks very much for holding there he's just on the phone but i will nab him as soon as he gets off the phone and i'll get him to ring you straight back is that ok [usr] ok yes i rang up earlier and [sys] sorry [usr] he was [sys] the delay [usr] he was on the phone [sys] what's [usr] just [sys] that [usr] yes i'm just saying he was on the [sys] i know [usr] when [sys] he's [usr] i first [sys] he's [usr] rang [sys] he's working through some call backs from over the weekend as [usr] -huh [sys] well [usr] -huh [sys] he's his phone's been quite busy this morning but i will get him to give you a call as soon [usr] no [sys] as he [usr] that's ok [sys] comes [usr] it's not [sys] off [usr] a problem [sys] this call [usr] that's ok [sys] ok [usr] is he likely to [sys] sorry [usr] ring back today or tomorrow or or what what [sys] no [usr] time [sys] it will it [usr] are we talking [sys] will be [usr] about [sys] today it will be today and usually it would have been by now only as i say was over the weekend and that there's been quite a few messages he's just working through those at the minute [usr] ok all right thank you [sys] all [usr] now bye [sys] right [usr] bye [sys] thanks [usr] bye bye [sys] a lot now bye bye | 0Appointment / Booking
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[sys] good morning [pii] [usr] good morning i have a problem with my central heating system would you be able to help me [sys] what's the postcode please [usr] it's [pii] i'm in [pii] [sys] no problem is this for plumbing [usr] no it i've got a wo boiler and i there it's something this excuse me the fumes from the boiler instead of going up the chimney and going out they're getting stuck half way it's causing a bit of a problem there and i i just can't find anybody to do it cos it's oil it's an all central heating thing [sys] have you already called up about this this morning are you a british gas customer [usr] no [sys] no bear with me one moment i'm just gonna pop you over to my colleague [pii] now i will provide her your postcode and she can speak to you and get this booked in all right [usr] ok thank you [sys] good morning you're through to [pii] [usr] good morning i was wondering if you can help me i've got a worcestershire boiler for central heating it's oil the boiler's working ok but because the fumes are not going up the chimney and out they're getting stuck somewhere along the line it's causing a problem it it actual fact it did triple the electrics off i've had an engineer down to look at the boiler and he said he's put in a new little thing and it's fine but he said it's because the air isn't it the smoke the fumes rather aren't going out off i can't use the central heating cos of carbon monoxide [sys] did you say it was an oil boiler i can send someone to have a look [usr] ok [sys] i can't promise anything just because of it being oil but i am happy to send someone for you [usr] i think from what i can understand from what i was told the chimney needs to have the sills done does that make sense [sys] ok well we'll get someone [usr] it's [sys] to have [usr] the the [sys] a look [usr] the the fumes are escaping out that way and not not as they should be going out [sys] if i can get someone to you the earliest it's gonna be is thursday if that's ok [usr] ok well i'll fine [sys] see if i can do it for the thursday morning and send [pii] to come out and have a look for you [usr] right [sys] what i will need to do obviously i'm gonna need to get the job raised if you don't have any cover [usr] sorry i missed that [sys] no it's ok do do you have any home care cover all with anybody any home insurance [usr] not for not for that no only only water [sys] ok if i can just take your first line of address please [usr] yes it's [pii] that's spelt [pii] and it's [pii] [sys] brilliant [usr] cos when [sys] ok [usr] the guy came out to look at the boiler he he he went over it and he he it was that was fine that's all working fine it's just that it's causing ohh dear it's complicated when you don't know what you're talking [sys] i [usr] about [sys] know [usr] it it's causing a little box to trip and that is because the air is not going out where it should be he said i needed to get a plumber cos it was a plumber's job i needed to get a plumber who did oil central heating [sys] no we we can come and have a look it could be something that we could just do but i'd rather give you an option of having someone to look instead of not giving you an option at all i if [usr] right [sys] i can take your name please [usr] it's missus [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] son [sys] ok bear with me and what is your best contact number [usr] this [pii] [sys] [pii] i've just gotta get the job raised for you [usr] these things always happen a long time of the year don't [sys] we do [usr] they [sys] we we have a lot of that ok no problem at all then i'll get this job bro for thursday morning for you it will be [pii] that attends he'll give you a call with an eta [usr] ok fine [sys] ok and then obviously he'll come and have a look and hopefully we can get something sorted for you [usr] ok lovely [sys] all right thank you very much [usr] thank you for your [sys] no [usr] help [sys] problem bye [usr] why | 0Appointment / Booking
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[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have hello [pii] [usr] hello yes i was dealing with you before christmas with a problem i had and i've still not not got it resolved you were supposed to be sending me a a quote for a job [sys] what's your postcode [usr] pm k 63 a r [sys] 100 quote for digging the close club section okey dokey let me just speak to the remedial team i won't be a second ok [usr] ok [sys] hello sorry to have kept you waiting there my remedial manager is looking into it as we speak are you happy for him to give you a call back in just a moment [usr] yes [sys] is that all [usr] yes [sys] right brilliant okey dokey give him five minutes and then he'll give you a call back [usr] ok [sys] ok [usr] thank you thank you bye [sys] take care bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy [usr] ok [sys] did that you can now book drainage services [usr] ok [sys] online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning thanks for calling [pii] speaking how can i help [usr] hi it's [pii] calling from eric's in [pii] our basement is one of my guys just let me know that it's flooded and we got some drains i need someone else a up if [sys] right [usr] possible [sys] i can certainly have a look and is it a commercial or domestic property business [usr] no [sys] and do [usr] it's [sys] you [usr] a business [sys] have any british gas cover for plumbing and drains do you have any british gas [usr] sorry [sys] cover for plumbing and drains that of no [usr] not [sys] ok [usr] that i'm aware of i know [sys] ok [usr] on our [sys] let [usr] system [sys] me have a look [usr] as a supplier [sys] then what's [usr] that's why [sys] the [usr] i [sys] post [usr] you [sys] code [usr] a call [sys] first of all [usr] [pii] [sys] [pii] [usr] for [sys] let me have [usr] [pii] [sys] a look and what did you say the name of the company was again [usr] it's [sys] a [usr] [pii] [sys] [pii] [usr] er iks no [pii] er i [sys] ok [usr] all right [sys] right let me see if i can find you bear with me [usr] thank you [sys] what's the first line of the address [pii] [usr] it's [pii] [pii] [sys] bear with me i can't find it for some reason [usr] it might come up and the parsons key if you drop down we bought [sys] what's [usr] the building [sys] the postcode [usr] out about four or [sys] again [usr] five years [sys] just to [usr] ago [sys] make sure i've got it right [pii] at [usr] [pii] [sys] [pii] [usr] [pii] [sys] that's what i put in bear with me it just really does not that post code for some reason right [usr] it's right [sys] well [usr] by [sys] i'm [usr] the helipad [sys] gonna have to do this manually [usr] [pii] [sys] because it just cannot find anything with that postcode what's the what's the street called again sorry [usr] it's [pii] which is fore [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] right bear with me right is is is it [pii] does that no right [usr] no it's just it's just a from [pii] [sys] just just not that address i just i've never seen this before what's your first name i'll see if it lets me save it [pii] thanks thanks [pii] and if i could take a contact [usr] it's [sys] telephone [usr] [pii] [sys] number as well please ok ok [usr] i'll just give you my work one bear me one second because i don't know what i'll do that it is [sys] yep [usr] [pii] [sys] [pii] right let's see if it lets me save all that now [usr] [pii] [sys] right bear with me [pii] it just will not take that address at all that's right i'm gonna have to heavily edit this bear with me does it have a door number or anything that [usr] thank you [sys] ok right ok i i'll just have to leave it as it is bear with me [usr] no it's not a number [sys] it still won't take it hang on right let me just see if i can just fake it bear with me right it just will not take that address i've never seen i don't know if there's a problem with my system but hang on i'm gonna see if i can look you up on the internet bear with me because i i just can't get over this for some reason what a place is it what is it a shop or right [usr] it it's an engineering facility [sys] for i found your 40 it just i don't get this at all right let me just see if i can all right bear with me right i've just had to put foreshore road in twice it just will not take it any other way anyway but i got it now and sorry [pii] you said it was the basement that seems to be flooded from [usr] that's [sys] the drains [usr] all right [sys] god bloody hell [usr] it's about a foot and a half in the water [sys] god [usr] it's the super emergency [sys] right bear with me then [usr] and there's thousands of pounds worth of stock and stuff down there [sys] i presume you're there for the rest of the day now got you ok what i'll do is then i'll obviously put that food in an emergency [usr] i'm not there [sys] now [usr] but i will be [sys] is [usr] shortly [sys] there anybody [usr] but [sys] at the property [usr] there's other managers [sys] who may [usr] as [sys] be [usr] well [sys] considered [usr] on site [sys] vulnerable [usr] are just [sys] no right let's get that booked in bear with me [usr] no [sys] there you go [pii] i've put that in for you the engineer will get [usr] you [sys] to you as [usr] know [sys] soon [usr] the trims [sys] as they [usr] are [sys] possibly [usr] they black [sys] can [usr] the [sys] and i've asked [usr] supposed [sys] them just to give [usr] to be [sys] you [usr] black [sys] a phone call when [usr] which [sys] they're [usr] all the brass [sys] on their way just the imminent ok all right [pii] you all done got there in the end take care bye [usr] amazing that's perfect thanks very much bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require 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 through to gas speaking how can i help [usr] hello there i'm phoning up because i've got a a blocked sink and i think it's a drainage that's that's blocked i live in a park [sys] ok [usr] home and it's underneath it's underneath the home i think [sys] ok [usr] it's blocked [sys] do you have a home care policy with british gas [usr] no no [sys] no and it's a property what you and liv and own is it [usr] it's a property what sorry [sys] where you that you own [usr] yes yes [sys] and where you live [usr] that's right [sys] ok for a standard job between the hours of eight and six monday to friday it's 100 and £70 if the n a comes out and finds it's any different he'll let while he's there [usr] ok fine [sys] what's the postcode [usr] it's [pii] [sys] just checking that we are doing charge of our work in that area and what's the first line of the address please [usr] and what i what [sys] the first line of the address [usr] it's [pii] [pii] [sys] [pii] and it's what's your name please [usr] it's [pii] [sys] thank you mr mum and what's your contact number please [usr] [pii] [pii] [sys] is anybody in the property vulnerable [usr] no no [sys] no is it affecting anything inside the property [usr] well iii i obviously can't er empty the the sink i mean i've i've emptied it cos i've i've undone the and i've i've tried putting that mister [pii] down cos it it was recommended by the people that that work on the site here cos it's a it's a a park home that i live in and er they've suggested that well i got that this morning and it i i in fact if anything it's made it worse cos it was trickling out but it doesn't seem to be doing that now [sys] right ok if you can just bear with me i'm just waiting for the er appointments to come through [usr] ok [sys] ok next available is showing as monday [usr] that's ok [sys] it is an all day call but the engineer will give you a call when he's on his way [usr] ok that's fine [sys] is that ok [usr] that'd [sys] that's [usr] be fine [sys] all booked in for you now [usr] ok thanks very much 00 incident [sys] and then he was he [usr] in incidentally will he take a card payment [sys] he'll take card payments after he's completed [usr] ok [sys] the work [usr] it's just that i i'd have to go out and get the cash if it wasn't [sys] no that's fine [usr] all right ok then fine thanks very much [sys] ok [usr] he phoned me monday [sys] take [usr] ok [sys] care [usr] thank you bye [sys] bye now bye | 0Appointment / Booking
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[sys] thank [usr] thank [sys] you for calling dino rod partners with british gas please listen to the options carefully [usr] christ [sys] we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks [usr] no [sys] 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 resort speaking [usr] 00 [sys] how can i help [usr] yes it's a plumber i want i've got a a washer on the tap that's gone and almost flooded my kitchen it's it's a washer i want on a tap have you got a plumber [sys] can i have a look for you what's the post code please [usr] pardon [sys] the post code [usr] [pii] [pii] [sys] sorry [pii] [usr] [pii] [pii] [sys] ok [usr] [pii] [sys] thank you on the first line of the address [usr] pardon [sys] the first line of the address [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok and is it a residential property any home care cover with british gas [usr] well i don't know i've just moved in [sys] that's fine can i take your first name please [usr] [pii] [sys] thank you and a contact number [usr] well the one i'm on [pii] [pii] [sys] thank you and what's wrong with the tap did you say sorry [usr] well i think the washer's gone and what are your charges [sys] plumbing charges we're not we're not entirely sure the engineering forms on the site [usr] right [sys] ok do you have a cat that's working [usr] pardon [sys] do you have a tap that's working [usr] well i don't have one in the kitchen that's working no [sys] ok anyone in the pub you got any health issues [usr] no [sys] ok there's no call out charge prices they'll discuss with you on site and then payment on site is the show card is that ok [usr] now how soon can he come [sys] can book a thursday between eight and six [usr] what [sys] thursday [usr] but i can't use the tap [sys] that's the nearest one i've got unfortunately [usr] that's thursday between what [sys] 8 a.m. to 6 p.m. [usr] ok [sys] would you me to book that in [usr] yep [sys] ok i'll book that in and you'll receive a call on the day before arrival [usr] alright [sys] thank you | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details [usr] you [sys] alternatively [usr] know [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 speaking how can i help [usr] good morning it's day mechanical services we've got a block drain at one of the sites upp sites er just off [pii] i wondered if you could attend to it [sys] what's the post code please [usr] just bear with me i understand [pii] [pii] four [pii] four [pii] [sys] and is it a commercial or residential property [usr] er it's student accommodation law [sys] ok it's a rented property [usr] rent it it's probably a bit rented well they rent the students rent it but the building's not rented [sys] that's fine and would it be payment on completion or an invoice [usr] invoice it'll be an invoice love because we're a company you can send the invoice to us [sys] sure i'm just gonna pop you through to the right department they'll take your details down and book it in for you is that ok [usr] ok love [sys] thank you welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options [usr] you [sys] if [usr] know [sys] you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue hello [pii] [usr] good morning i'd to hopefully you can sort a drain that's block for us lovely [pii] [sys] ok bear with me just two seconds no okey dokey can i take the postcode please [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] ohh did i speak to you earlier on [usr] i just come round i don't know love you may have done it a few months ago i [sys] is [usr] know [sys] it the university [usr] the university and residential services [sys] they've got is it blocked showers [usr] well i told you about that somebody else must have told you [sys] i did have someone ring up this morning asking what our availability was and that he whether or not we could get a po number [usr] well i can give you a po look for it and it's [sys] ohh [usr] not [sys] cool okey [usr] but [sys] doke [usr] what's [sys] what was the name [usr] ava what's [sys] of the company [usr] the availability love [sys] we can get someone to you today [usr] all right ok right fine ok what what do you [sys] what [usr] want to tell [sys] was [usr] me [sys] the name of the company again please [usr] the company's day mechanical that's spelled dae delta alpha echo one [sys] mechanical [usr] word mechanical service limited [sys] brilliant and what is the postcode of where the company is based please [usr] we're based in [pii] ojg [sys] ojg what's the the first line there [usr] our address [pii] [sys] perfect lovely and we're going to [pii] lima [pii] what is the first line of the address to where we're going [usr] it's it'll be upp residential services [pii] [sys] right [pii] [usr] [pii] [sys] ok and who are we using as a site contact [usr] and [pii] will be the site contact but we've got one of our charts on site at the moment [sys] thanks [usr] you might be able to get him i can [sys] ok [usr] give you [sys] what's [usr] i [sys] his [usr] can [sys] name [usr] [pii] [sys] and do you have a contact number for him [usr] [pii] [pii] [sys] and he'll be able to show the engineer where he needs to go [usr] if [sys] and everything [usr] he's on site he's doing call out if he's got work there he'll be there if not he'll have moved on to another side but [pii] the residential officer in the reception she'll know about it [sys] ok in reception [usr] that's our infection during uni [sys] ok and what is the purchase order number please [usr] m for mother double 4743 [sys] hello and what's the email address that we need to send the invoice to please [usr] you can send it to [pii] that's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] and i'm [sys] perfect [usr] [pii] and [sys] and [usr] that's [sys] it was [usr] my [sys] it was [usr] i'm [pii] and that's my email address [sys] perfect and it was blocked showers wasn't it that they've [usr] it [sys] got [usr] is [sys] in the halls [usr] it's the win and the drain is unblocking down at the bottom i don't know if it's just outside or in the bottom one and it'll be inspection drain and hopefully it'll clear it [sys] okey dokey brilliant [usr] hm [sys] well i'll get that raised now [usr] and have [sys] there should [usr] got [sys] be an engine engine there in go on [usr] i was gonna say do you need our telephone number if you got it [sys] you've given me [pii] do you want me to take yours [usr] well [sys] as well [usr] if [sys] just [usr] you need [sys] in case [usr] to ring the office you'll get me on the office or someone in the office on [pii] [sys] ok what's o [pii] [usr] [pii] [pii] and i say it's [pii] [sys] brilliant [usr] [pii] or [pii] [sys] [pii] or [pii] brilliant right i will get that all sorted and we'll get an engineer there as soon as possible for you [usr] right love thank you very much [sys] no worries take [usr] thank [sys] care [usr] you and you bye bye [sys] bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening [pii] speaking how can i help you [usr] hiya it's my backyard i've just noticed that the drains around the house are flooded and when the shower's running it's over flooding and then there's water also coming up from the the manhole cover in the back [sys] water coming up from [usr] water [sys] the ok [usr] it's not gurgling it does seem to leak a little bit [sys] alright [usr] but where the drain is round the back i found where it is deeper down it seems to be full of bits of tissue i'm presuming it's backing up or it's blocked i can smell it as well [sys] ok ok it's your home do you have a home care policy with british [usr] i don't [sys] gas [usr] know [sys] for plum [usr] no [sys] ok that's fine thank you i'll just give you the prices first [usr] ok [sys] to unblock this evening if it's after six pm this evening then it starts from £212 well it is it starts from £212.08 am to 6 p.m. after six [usr] what was it before [sys] sorry [usr] what is it before if if they came tomorrow does that make a big difference or not really [sys] it does make a difference saturdays sundays and the bank holidays are the the the prices are more and more than that it starts from £212 and on the sunday it starts from £224 to £270 and [usr] is [sys] then [usr] that [sys] monday [usr] the full cost [sys] to friday [usr] of it sorry [sys] that's the full cost for this the the standard unblocking [usr] ok [sys] it's [usr] it would [sys] not [usr] be 2 £212 if they came to tonight did you say [sys] well it's 5 to 6 now it'll be £250 after 6 p.m. [usr] 2 15 sorry did you say [sys] 2250 [usr] 02 50 ok and do i pay that when do i pay that when they come or do they [sys] you [usr] leave an invoice or do they have a card machine [sys] you have a card machine you would need to pay the engineer on completion of the job by cash [usr] ok [sys] or card [usr] it can be cash [sys] ok [usr] as well yes [sys] they have a card machine but mondays to fridays it starts from 100 and £70 to £212 [usr] right ok i'm just thinking can i wait till the monday it's cheaper [sys] you said it's it's over [usr] i say i've only just noticed today it's not flooded [sys] bye [usr] it's all drained away now i'm just trying to think on the monday if i book them in for a monday what can they do afternoon on the monday [sys] it depends it depends on the on the local offices because we have many local offices across the country i would need to take the information and then when it gets to the schedule it brings the schedule up for that office that's covering your postcode i will just need to take the information from you as if i'm booking a job and then when the schedule comes up i can see what's available in that area [usr] ok what do you need then just [sys] ok [usr] the address is it [sys] i'll start with the post [usr] hang [sys] code [usr] on just let me find it it's [pii] hang on [sys] [pii] [usr] it's [pii] [pii] [sys] [pii] [pii] [usr] [pii] [sys] to you thank you and the first line of the address please [usr] is [pii] do you want me to spell that [sys] it will come up thank [usr] ok [sys] you i just put i'll just put the postcode and the number from [pii] [usr] tend to [sys] it comes up thank you and your name is please [usr] the the house is under [pii] [sys] ok all right ok is it that [usr] that it's [sys] ok [usr] a rented property [sys] all right ok it's who would be at the site the [pii] will be at the site [pii] how are you spelling his surname [usr] [pii] [sys] all right [pii] ok thank you didn't hear that and what's his contact telephone number please [usr] [pii] [sys] [pii] [usr] sorry [pii] [sys] yes [usr] [pii] [sys] [pii] yes [usr] [pii] [sys] [pii] thank you and your name is please [usr] er [pii] [sys] ok have you got an email address we could take or no [usr] i'm just trying to think now i can give you one it's [pii] [pii] [pii] [sys] why [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you ok i'm just copying them the notes that [usr] ok [sys] i was typing when we were talking it's in the backyard the drains are flooding [usr] they're [sys] water [usr] filling up i say they've drained away it's drained it's not over flooding but it's still blocked i can see it's still in the drainin [sys] right [usr] we dila rod did come a while ago but it was a problem further up cos they're old houses and it was [sys] right [usr] getting blocked all the way down what happens if it's not on this property do they knock on other doors to find out i think that's what the other person did to see where it's coming from [sys] coming from maybe they'll do whatever they need to do to ensure to identify the the problem [usr] the blockage [sys] the water is coming from the manhole cover and it smells [usr] it's mainly the it's mainly the drains i just [sys] right [usr] saw a bit coming over it was just it was clear water from what i could see but just only a little bit coming up just [sys] right [usr] on one side i thought it's just starting to from what i can see before [sys] cy [usr] it explodes [sys] new vulnerabilities they need to be aware of please [usr] any what sorry [sys] and then vulnerabilities [usr] no [sys] ok it's clear water isn't it ok right ok i'll get the schedule up now it's blocked [usr] ok [sys] it's outside it's not overflowing and it's not affecting the toilets [usr] no there's no there's nothing that i finding strange there's no problem with flushing or water or anything that [sys] right [usr] no [sys] ok right i'm just waiting for the schedule now sunday we've got an appointment on sunday the 24th monday the 25th the monday the 25th there's an all day appointment that is between 8 a.m. and 6 p.m. and the engineer will give the site contact a call or you can have a morning appointment which is between 8 a.m. and one pm or an afternoon which is between one pm and six pm and all those options the engineer will give you a call prior to arrival [usr] i'd have to do it have you got one on tuesday though because i'm working on the monday till [sys] you [usr] three i can't guarantee that anyone [sys] all [usr] or [sys] right [usr] that [pii] [sys] we'll be there [usr] would be and he's working but tuesdays off [sys] tuesday [usr] day [sys] ok all i could do a tuesday [usr] tuesday [sys] all [usr] morning [sys] day or [usr] that'd be great [sys] tuesday morning ok that's two tuesday is that tuesday the 26th [usr] it [sys] sorry i'm exclaiming [usr] it's all right i'm just looking [sys] tuesday [usr] i'm [sys] the 26th [usr] not sure 23rd 24th 25th 26th [sys] the the month is going really fast isn't [usr] the whole [sys] it [usr] year's [sys] tuesday [usr] gone fast [sys] i [usr] it's [sys] know [usr] nearly christmas [sys] tuesday i know tuesday the 23rd you're making me start worrying now [usr] i know it's [sys] i need [usr] nearly [sys] to start [usr] christmas [sys] buying presents nearly christmas ok tuesday the 26th the [usr] you're 26 [sys] morning i'll book that in [usr] that's between [sys] and [usr] what time sorry and one was it nine [sys] that's between 8:08 [usr] eight [sys] a.m. [usr] and 18 [sys] and 1 p.m. [usr] and one [sys] the engineer will give you a call prior to arrival i'm just thinking i've got i've got that number i've got [pii] number [pii] that's his number you'll receive a text message and the job reference number and that will all the text message will also have a contact telephone number if there's any problem then you could give us a call would you the job reference number or are you ok [usr] would i what sorry the [sys] the job reference number [usr] you [sys] and [usr] can [sys] you [usr] do [sys] will receive it but [usr] if i'm gonna if we if we're sending it in a message that's fine how [sys] ok [usr] much how much was it again on that just to get the amount of cash with it [sys] 8 a.m. to to 6 p.m. that would be it will start from a hun starts from 100 and £70 [usr] ok [sys] ok [usr] is that it will be 100 and £70 or it might be different [sys] well the the 170 is for the standard unlocking [usr] and [sys] that [usr] block [sys] does [usr] it ok [sys] everything that is needed if if there's any other issues say it's i don't know that it requires over [usr] he'd let [sys] and above a standard on blocking they'll let they'll have it'll provide a quote and then you have the option to accept it or not but [usr] ok [sys] it starts from 100 and £70 as the standard [usr] vicinity [sys] on blocking [usr] ok that's [sys] 1170 [usr] ok that's great [sys] all right then ok then [usr] all [sys] hope [usr] right [sys] it [usr] thank [sys] gets sorted [usr] you i hope [sys] you're welcome all [usr] thank [sys] right [usr] you [sys] ok bye [usr] bye [sys] bye bye [usr] bye | 0Appointment / Booking
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[usr] that's right haven't [sys] thank [usr] they [sys] you for calling dino rod partners with british gas please [usr] they're [sys] listen [usr] partners [sys] to the [usr] with [sys] options [usr] british gas [sys] carefully [usr] down road [sys] we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home 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 welcome my name is [pii] how can i help [usr] hi there my name's mr [pii] just got a problem with a couple of my devices as in dishwasher and washing machine both are saying that they've got issues [sys] ok [usr] with exiting water from the machines machines are working [sys] right [usr] but i i suspect that it's [sys] sounds [usr] a wastewater [sys] the drain's [usr] problem [sys] blocked [usr] drain [sys] ok no problem do you have british gas cover for your drains or is it just something you need to pay for do [usr] i don't i i think i'm gonna need to pay for it i don't believe i have got cover [sys] right ok no worries that's absolutely fine we're not trying to sell it or anything it's only just because we do it on their behalf and people suddenly realize when the van turns up same working with brave gas that they've got cover no don't worry we're not selling it or anything [usr] ok [sys] but no that's fine let's have a see about getting it sorted what's your postcode there [usr] it's [pii] [sys] yup ok doke and what's the first line on the address [usr] [pii] [sys] ok doke wait a moment i'm just gonna get you to create some details for us yes a second it's just getting it all set up to assign it to our correct local team perfect what's that one mr [pii] and if i could just take your name [usr] it's mr [pii] [pii] [sys] have a look and it's your own home is it you own it as well as live [usr] that's [sys] in it you don't [usr] correct [sys] run into anything i assume [usr] that's correct [sys] i want to look i'm just gonna get into the next screen here it doesn't seem to be affecting anything else as far as you can tell it's just the kitchen side of things is [usr] ju [sys] it [usr] just the kitchen everything else the bathrooms are all fine [sys] ok did you hold a second no i into that and just while i'm in this section is there any vulnerabilities you'd the engineer to be aware of medical issues or mobility issues for anybody in the property [usr] no problems whatsoever [sys] no fantastic no problem just pop that into that just make sure it assigns the right type of engineer in the system here media won't be a moment it just requires much stuff in here before it tells us the important details when do do do in terms of the best contact number is that the mobile that you're ringing from [usr] it it's [sys] or would take a different one [usr] i'll give you a different number this is my wife's phone that i'm on but [sys] by moment [usr] i'll give you mine [sys] ok [usr] which is [pii] [sys] yep [usr] [pii] [pii] [sys] ok doke no problem i'll pop that into that let's put that little bit in and then we should be able to see the local team's capacity and everything right the first availability the local team have got now would be wednesday morning [usr] ok now [sys] and they haven't got anything before then unfortunately for it [usr] wednesday [sys] i mean no they can do half that but [usr] ok [sys] wednesday morning is the first they for [usr] ok if i was to book would was i would [sys] hm [usr] book that i can cancel it obviously can't i if the problem [sys] you [usr] is resolved [sys] can [usr] before then ok [sys] i mean there's nothing to pay until after the work done [usr] ok [sys] don't take any upfront payments or anything [usr] ok [sys] but [usr] lovely [sys] you can cancel it right up to the point at which engineering to say i'll be on my way shortly [usr] bye [sys] if you sort it sorts itself or you manage to get somebody [usr] ok [sys] else or whatever [usr] let's [sys] by [usr] go [sys] all means give us a call we can cancel [usr] let's go ahead [sys] for [usr] and book [sys] it [usr] then in that case thank you [sys] we'll pop that into that unless we see here differently though we'd give you a call 20 minutes half hour before let that we're on the way [usr] ok [sys] and it can normally be done for a fixed cost during the week it's 100 and £80 including va t [usr] ok [sys] but that's everything no call out fees or hourly rates [usr] ok [sys] even if it is the jetting machines or cabling all in it [usr] ok [sys] and you just pay at the end as i say [usr] ok [sys] it with your card [usr] smashing [sys] is fine i'll bob it through a couple of minutes you'll get a text with the reference number and the local team's number shouldn't need it for anything if you do need to cancel you can ring either the number that's in the text or this number you've rung now doesn't matter in the slightest don't worry too much about which one you need to ring either can do it but unless we're here differently [usr] ok [sys] we'll see you on [usr] thank [sys] wednesday [usr] you there aren't [sys] all [usr] any [sys] right [usr] there are i mean if somebody was in desperate trouble is that is that a different service on a different level that you go to [sys] i mean if if it was you had no working toilet because it was blocked then it would be done as an emergency request [usr] ok [sys] but you're into very high costs at that point and they won't normally be able to do it today they generally most of them have now run out of availability to do them today [usr] ok [sys] and then obviously the next couple of days are both bank holidays they just do the the the critical stuff no toilet [usr] sure [sys] is pretty much the only one [usr] all right well [sys] for [usr] thanks very much [sys] it [usr] and we'll we'll keep that appointment for [sys] no [usr] wednesday [sys] problem sir [usr] ok thanks for your help ok cheers [sys] no [usr] bye [sys] problem [usr] bye [sys] ok bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning fridge [pii] speaking to [pii] how can i help [usr] hello there my name's [pii] no but i live in there and i've got a problem with the outside drain it's it's it's just not running away and it's been that since before christmas and i ended up having to go away for christmas but i can't get anybody to come out and i know it's a bad time but i live [sys] what's [usr] on my own [sys] the postcode [usr] [pii] [pii] for no [sys] i go [pii] [pii] looks good to me right have you got a contract for british gas for plumbing and drains or paying as a one off [usr] it'll be payment one off because i don't have a contract for drains [sys] no that's fine and it's a residential property isn't it [usr] yes it's a bungalow a my own bungalow [sys] what's the first line of the address [usr] one hawthorne gardens [sys] and i'm just gonna check if we can do it and if when i will go over some numbers but let's just see [usr] huh [sys] if we can do it 1st 1st [usr] ok [sys] name is [pii] what was your surname [usr] [pii] [sys] no we got you all right [pii] give me 60 secs let me just have a quick look at this [usr] ok [sys] and is it just blocked or is it overflowing [usr] well it's a bit of both really the toilet's not flushing away in the shower i mean i don't i only have one bathroom [sys] and [usr] but [sys] i [usr] just not [sys] everything's slower than normal to drain then [usr] yes and then when i was trying to flush it i noticed that it seemed to be coming up out of the drain but it's too heavy for me i can't lift it [sys] right [usr] i can't open it [sys] all right let me just double check with them one second this one ok [usr] i mean even if it can come out bef before the end of the week i'm [sys] and [usr] happy to try [sys] just [usr] manage [sys] someone come out right let me just ring the office in that area i know they've been struggling but [usr] i know [sys] let [usr] i [sys] me double [usr] know [sys] let me just double check it won't be a minute [usr] ok [sys] where are they hi [pii] thanks [usr] hello [sys] for holding [usr] that's [sys] they [usr] ok [sys] can do it but it wouldn't be just another week on thursday [usr] my god [sys] that's [usr] but i'll [sys] a bit far i mean a worst case because if you're struggling i can always book it you can always cancel it if you get sorted but [usr] huh [sys] at least you've got a date there's no charge to cancel or anything [usr] gosh that a week thursday i just can't manage [sys] it's up to you or i can leave it and see what i as i say if you're really struggling at least you've got something booked [usr] i'll i'll i'll see i'll keep ringing i know it's a bad time of the year [sys] no [usr] but [sys] worries [usr] i'll i'll i'll keep ringing but thank you very much [sys] no [usr] for your time [sys] worries anyway no [usr] ok [sys] worries take care [usr] all [sys] [pii] [usr] the best [sys] bye bye [usr] bye [sys] now all the best to you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services [usr] ok [sys] press two or 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 dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation boat dino offers a fast reliable service can trust with fixed prices and no call out charges you can rely on us to get the job done good afternoon thank you for calling dino [pii] speaking how can i help [usr] hello [pii] it's [pii] from the barnes group ipswich [sys] hello there [usr] i've been online to try and book a job for tomorrow saying no time available does that mean there is no scope for tomorrow at all [sys] probably it's [usr] no [sys] it's quite tricky at the moment getting an appointment in certain parts of the country because of this weather it's been absolute murder [usr] right don't know when it says i can get a date is fifth is a no go seventh no no eight that says no times would you have to have a look for me if i give you the postcode [sys] i'd have to try and book the job in what's the is it a commercial or domestic property [usr] it's it's our temporary toilets we're a construction company we're building an extension to a building [sys] right i [usr] it's the temporary [sys] right what's the postcode [usr] is [pii] [pii] [sys] does it have a door number at all [usr] it's [pii] warehouse [sys] [pii] [pii] warehouse [usr] [pii] [pii] [sys] let me see if i find it bear with me i've got it [pii] and what's your first name please [usr] m my name is [pii] first name [pii] [sys] the what's the footballer in it [pii] [usr] that's it [sys] and if i could just take a contact telephone number [usr] it's [pii] [sys] [pii] all right let me just save that sorry [pii] what did you say the issue was again blocked toilets [usr] we we've got temporary toilets site toilets and the urinals are are blocked [sys] right bear with me then [pii] i'll just get the appointment slots up see what i get one sec when they load up that is bear with me [usr] ok [sys] the earliest i'm getting now is tomorrow and it's an all day slot for between eight and six ok let me [usr] no [sys] grab [usr] it's fine [sys] it all right are there any time restrictions we need to know about [pii] at all [usr] i i would say if you can get there before five our sites tend to close [sys] it should [usr] at [sys] be [usr] five [sys] way before then anyway but i will put that on there [usr] and we're [sys] ok [usr] there from seven [sys] i'll put that on there as well all right let's get that booked in then bear with me did you see [usr] ok [sys] that day on the website no thursday ok [usr] no it didn't it it it doesn't give a ti it gives a day but that won't give a time [sys] we [usr] slot [sys] tend to only have all what we call all day slots now because we we know yourself it's difficult to know how long some jobs are gonna take when you give someone a time it can be difficult sometimes but [usr] even if it said at an any any time [sys] no [usr] during [sys] ok [usr] such and such [sys] strange [usr] it didn't [sys] ok well [pii] i have booked that in for you and i've asked the engineer to give you a phone call on that number you've given me when they're on their way is that ok [usr] yep and obviously me [sys] of [usr] for [sys] course [usr] payment [sys] no problem [usr] well [sys] i'll add that on as well [usr] anything else you need you you want the site contact [sys] let [usr] that'd [sys] me put [usr] be [pii] [sys] that on there [usr] [pii] [pii] [sys] [pii] [usr] [pii] it's probably best to ring in when he's on the way [sys] no problem [usr] but me favor [sys] i'll get that sorted for you then [pii] all pleasure [usr] lovely [sys] you're very welcome [usr] thanks thanks [sys] take [usr] for your time [sys] care [usr] i appreciate it [sys] bye [usr] cheers then bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the u k'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 it's really easy to book appointments online just visit dino.com [usr] she is what three [sys] dino is one of the u k'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 [usr] what [sys] 7 [usr] else [sys] 365 days a year [usr] huh you can just ok 14 ok [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote [usr] bye ok [sys] dino offers a fast reliable service you can trust with fixed [usr] what would [sys] prices [usr] i say [sys] and no call out charges you can rely on us to get the job done [usr] nice had the ones bye what [sys] it's really easy to book appointments online just visit dino.com dino is one of the u k'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 [usr] what are we doing then on top of your will you take it off i was carnival nice company ok [sys] 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] signs of no but [sys] it's really easy to book appointments online just visit dino.com [usr] thank you for calling green doctor do you need [sys] hi you're through to [pii] at [pii] how can i help [usr] hi we've got a two drains outside the house are blocked sorry [sys] not sorry bye [usr] we've got both of the drains outside our house blocked [sys] blocked external drains [usr] we sit [sys] are they overflowing sewage [usr] the the one closest to the house is but we've lifted up the one that's closest to the road and that one's right to the top that one's not yet overflowing [sys] right ok we can get an engineer sent out to you after 6 p.m. and that's when the new batch of engineers will be assigned it will be the out of hours engineers [usr] that that would be absolutely perfect that's [sys] in [usr] fine [sys] regards to price and procedure i just need to confirm if it's a domestic property or commercial [usr] domestic [sys] do you have british gas home care cover for your coming in drains [usr] i don't know i need to go ask the homeowner sorry he's 84 years [sys] definitely [usr] i need to get [sys] worth [usr] a check [sys] asking because obviously if they do they won't be charged [usr] perfect hold on one second uncle [pii] do you have british gas home care ok no unfortunately [sys] no ok that's not an issue we don't have a call out fee you will not be charged [usr] yes [sys] for the engineer coming out to the property but once they do they'll send you out an assessment and give you a no obligation quote starting at just bear me a second i'm just gonna double check that starting at £260 [usr] yes [sys] va t included and it will be payment upon completion cash or card if you disagree to the quote i mean because [usr] ok [sys] it's out of hours it will be fixed the engineer won't quote you anything more anything less than 260 if you disagree to the quote [usr] ok [sys] the engineer will leave and you won't be charged because of that initial call out fee [usr] ok £206 what for for them to do it i'm not 100% sure it's the it's our local one it might be the main it might be the what what's the situation if it's not our problem if if it's the main [sys] it was [usr] sewage [sys] in your water [usr] that's [sys] board [usr] causing the problem no it's not the water board is it i don't know 85 to see what i'm not we're not sure does that do we own that drain we've cleared our drains going into the main drain i don't know who that we we push for it but it's not made any difference well i i think we're still gonna have to pay for it i'm not sure i'm not sure what how do you do you want an engineer to come out this evening is there no call out fee if somebody can come and have a look that would be great please [sys] ok right can i take your first and surname please [usr] it's [pii] [sys] sorry what was that [usr] [pii] [pii] [pii] s eeast ol [sys] ok and a [pii] excuse me a mobile number please [usr] [pii] [pii] [pii] [sys] i've got [pii] what's the first line of the address [usr] [pii] middle watch [sys] anybody at the property with any vulnerabilities we should be made aware of [usr] no [sys] ok was that number can i take the postcode again please [usr] [pii] [sys] [pii] [usr] [pii] sorry [sys] [pii] [pii] [usr] [pii] [sys] ok i'm gonna go ahead and book that in and just to confirm you did say no to [usr] thank [sys] any vulnerabilities [usr] you [sys] didn't you sorry [usr] i said no to [sys] any [usr] what sorry [sys] vulnerabilities [usr] no that's fine [sys] ok you'll shortly receive a text confirmation and an engineer will give you a phone call once he or she is en route is that ok [usr] thank you very [sys] you're [usr] much [sys] welcome take care bye bye now [usr] thank [sys] bye [usr] you bye [sys] bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the [usr] what [sys] 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 afternoon you're through to [pii] and [pii] speaking how can i help [usr] hello i'm ringing on behalf of my parents in a bit of a quandary really they live right in traval they they live in shelter accommodation through traval now [sys] ok [usr] there's an issue with a block drain and a blocked toilet which dina rod know about now i'm ringing you because i've exhaust all options when because of their address the engine in shelter house obviously it goes through traval now after numerous calls traval last told me that dina odd are on their way to them now they couldn't tell me how long they'd be because obviously they can only contact them but she i'm i'm just wondering if you could find out a little bit more information to me or whether i've exhausted all options [sys] what's the postcode [usr] [pii] [sys] is that [pii] [usr] yes [pii] [pii] [sys] and is it a commercial property [usr] y yes it sheltered housing it is it's a bungalow and sheltered homes in through [sys] ok bear with me let me pop you through [usr] thank you [sys] you're welcome hello [pii] [usr] hello i'm ringing you on behalf of my mother she lives in shelters house in [pii] and they have organized for [pii] to come out and look at a block clean and toilet now after numerous calls and almost 24 hours later nobody's turned up i phoned for [pii] and they said they're on their way but they couldn't see what time they'd be i'm ringing you directly to see if i can find out any more information [sys] ok what's the postcode of the property [usr] it's [pii] [pii] it's not sorry [pii] hq given them the old address [pii] and halo to the queen [sys] ok just bear with me [usr] ok two [sys] right the engineer is not there he should be arriving imminently but if the engineer isn't already there then he'll be arriving imminently [usr] it's that is definite now is it because i've been passed around much they are if he's not there now he's on his way he not that i just believe you but that he's in the on the hill and t area [sys] my sys job on the system says open in progress which means if he's not there already then he is on his way [usr] lovely thank you [sys] ok [usr] very much [sys] bye [usr] thank [sys] bye [usr] you thanks bye bye | 0Appointment / Booking
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[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 free did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help hello you're speaking to [pii] at dia demand how may i help [usr] hi there we've had a plumber come out to us and they've told us that we've got a rino that's completely blocked but it seems to be they told us it's the long drain behind one of the buildings there not being much help and i just wondered if you could come out and have a look and let us know if there's anything that we can do to get it fixed [sys] right do you want us to come out and clear the drain or not [usr] well well they they told us that a plumber can't fix it i'm not really sure who else would be able to fix the drain problem but it's a urinal that's completely blocked and the water's then coming back up through the urinal in the sink [sys] all right ok you we should be able to clear it for you cannot is it a business [usr] yes [sys] is the billing address the same as the site address there [usr] yes [sys] can i take the postcode [usr] [pii] [sys] [pii] [usr] one hs [sys] one hotel [pii] [usr] yes [sys] and what's the business called [usr] fantastic fun how [sys] fantastic [usr] fun house [sys] did it have another name because i've got border [pii] school of gymnastics coming up [usr] no that's connected to the back of the fun house but it's a separate business it's that's part of the same building [sys] all right ok [usr] it it's it's a unit of buildings [sys] yes i've got carriages os west street dpas [usr] that's ne that's [sys] limited [usr] that's connected to us as well [sys] i hate and practice plan [usr] yes all of these are connected [sys] right ok i'll have to put it down as one of them and change the name just bear with [usr] you [sys] me [usr] can put it down as carriages and then just change it to fantastic fun house [sys] and i take it you don't have any british gas cover for plumbing and trains there [usr] the farms we no [sys] no and can i take your contact name there [usr] it's [pii] [sys] [pii] [pii] i'll do that my and the contact phone number [usr] i will give you the phone house number it is [pii] [pii] [pii] [sys] [pii] anyone with any disabilities or very elderly or ill there don't suppose there has been a business [usr] no [sys] no it's a question we have to ask and you think the train could be blocked outside as well as inside do you [usr] whoever came in we we had mtc come in this afternoon and they just said that the drain that goes from the urinal and through the building they said it's blocked all the way through [sys] all right ok [usr] that's as much information i've been given by the staff as to what they said and they just said that they [sys] yes [usr] wouldn't be able to do it [sys] right ok and i guess this is fairly urgent [usr] yes [sys] right what i'll do [pii] is i'll get you through to the local office they'll be able to advise on the costs when they can get somebody out and how you can pay et cetera [usr] ok [sys] the jobs all in place for you though i've raised the job if you're ok just to hold a second i'll transfer you to [usr] no problem [sys] right [usr] i think i won't print well you did in that one thing i press print on my computer and let in print you'll have to fix it for me after you've cooked your peas ok [sys] send you through now [pii] they'll be able to assist you at the local office thanks [usr] sure thank you [sys] hi [pii] it's [pii] [usr] hiya [sys] are you ok [usr] yes [sys] i am [usr] go on [sys] i just gonna say we can all the info for this one board if i can just grab an email address for the invoice to be sent out [usr] it's info at bus carriages [sys] sorry at the [usr] carriage is car [pii] ges [sys] all the carriages ok [usr] yes [pii] [sys] ok and shall i put that for your retention [usr] that'd be fab [sys] alright then lovely that's great that's all we need we'll get somebody to you tomorrow [usr] tomorrow brilliant perfect [sys] lovely [usr] all right cheers thank [sys] no [usr] you bye [sys] problem thanks bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 afternoon you're through to [pii] here at [pii] how can i help [usr] i've got a blocked drain outside i was wondering whether somebody could come down [sys] ok do you have any form of british gas home care cover or is it [usr] we [sys] a one [usr] have [sys] off [usr] we have british cast home care cover which covers the drains [sys] ok it would be the home care team that you'd need to speak to i can transfer you through to them and they can get that arranged for you [usr] if you could please [sys] certainly i'll transfer you over now have a wonderful [usr] ok [sys] day [usr] thank you transfer [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 hello hi good morning good afternoon sorry welcome to british gas [pii] speaking how can i help [usr] hello my name is [pii] i've got a blocked drain outside and there's water all over everywhere [sys] right [usr] i have [sys] i'm sorry [usr] home care cover with yourselves as well [sys] th thank you sir let me just go and locate your policy it won't be too long [usr] ok [sys] thanks did you say it's overflowing now [usr] it's overflowing i just discovered it this [sys] right [usr] morning [sys] god right ok what is it is it flowing with any waste or toilet [usr] well [sys] waste [usr] i thought [sys] or [usr] it was [sys] just [usr] i thought it was the leaves or something but i don't know i've i've got all the water out i could because i can't find the it must be further down [sys] we got you no problem all right let's just bring your details up mr is it for number [pii] [usr] [pii] [sys] thank you i hope not sir but if we do get disconnected do i call you back on this number that you're on today that you're showing [usr] if [sys] up [usr] you [sys] on [usr] please yes [sys] that's fine all right perfect i'm just waiting on one or two other things to load it won't be too long working from home you can imagine things are not the quickest at times i'm sorry [usr] ok [sys] luggage it's outside you said isn't it [usr] yes outside [sys] you said it's overflowing that's fine block it's not toilet waste or anything you could you [usr] no [sys] could make [usr] it's not [sys] a [usr] it's not the waste [sys] ok [usr] pipe it's the waste [sys] i'm fine [usr] is it from the kitchen sink the washing machine things that [sys] that's fine the rule i'm just looking at the scope and the capacity we've got in your area now especially being we can to one and we've got new year's on monday tuesdays would be the earliest we can get someone out to you [usr] what tuesday you [sys] i've [usr] can't [sys] had [usr] get [sys] a look [usr] anybody [sys] for today [usr] today because it's it's quite flooded now [sys] fully booked all would you mind holding on please i'll be right back just [usr] ok [sys] one minute please [usr] all right then thanks [sys] thank [usr] is checking [sys] you [usr] because short staffed the day being on holiday just said he's checking he's checking [sys] hello mr [pii] [usr] hello [sys] hi it's [pii] again thank you for your patience sorry about the wait there just spoke to the local office dino people and unfortunately that's the soonest they can get someone out would be on tuesday [usr] tuesday can't you do it any early because we've got three that's what's that three days [sys] i know [usr] four [sys] i know [usr] days [sys] bless you i have been told that please assess it i hope not but if things do get out of control and things do get worse then obviously please call in and we'll have to re evaluate the whole situation and see what we can do [usr] well things things are out of control there's water everywhere you can't even go outside it's just coming back up the drain [sys] i'm sorry i know it's you you're in a bit of a situation here again i can give him a call later and see if there's anything that he can possibly do if anything has opened up but what i'd want to do is i'll book it in for tuesday just we don't lose this slot that i'm getting right [usr] and what what time is that [sys] let me just have a look it's a morning visit 8 to 1 would that work [usr] eight till one on tuesday yes and hang on my wife wants to talk [sys] ok [usr] to you hello [sys] hi there mrs [pii] it's mam [usr] are you [sys] i've just i've just explained to mr [pii] i'm sorry to be really honest with you that was my first initial check to see if i could get someone out today obviously they've just got back to me saying as soon as they can send someone i will be on tuesday i have explained to them that look this is your lot situation you've got a block train it's overflowing and can't we get anyone out earlier they said that's the earliest they've got due to the fact that it's weekend and then monday being new year's which doesn't help [usr] it's just that you were out about two months ago and a guy completely cleared the drain i can't understand what's going on but it's completely flooded the whole back of the house and we can't we're getting as much water out as we can and it's just not draining away we really need somebody out today every time we pour water down the sink it's just gonna flood all the back [sys] i understand [usr] the water just is not draining at all and god knows what it is but as i say the complete back of the house is covered in whatever's coming out of the drain [sys] right ok [usr] i'll say every time we use the sink put water down the sink it's just going to flood everywhere [sys] this is what i've explained to mr [pii] what i'm gonna do i'm gonna initially book it in for tuesday just we don't lose that slot and then what i'll do in a little while i'll give the the local office dino people a quick call once again and explain to them and try my best to see if anything has opened up we can get someone out sa [usr] cos i say we can't go on this for four days it it's just the whole the whole back and the garden's gonna be completely flooded i say every time we we put water down the sink washing dishes and and stuff that we can't live this for the next four days [sys] i mean with all due respect i probably say just refrain from not having to use the thing for now because obviously you've said to me it just gets worse once you start using your thing but i'm gonna [usr] what are we supposed to use [sys] i'm gonna i'll try my utmost best anyway i have explained that to mr [pii] i'm going to do my utmost best and see what i can do to try and help [usr] ok [sys] you guys but [usr] ok [sys] if you could just let mr [pii] know i want to book you in for tuesday for now just in case we can't get anyone out sooner the last thing we want is for that lot to go as well i want to put all safe [usr] ok [sys] ok what's the [usr] ok [sys] best number i can put on the appointment is it the mobile number that you're on today ok i have your number well i have mr [pii] number i'm gonna speak to him later once i get more of an update and see if i can do anything ok [usr] okey [sys] ok [usr] dokey all right then i'll say if you could phone them as [sys] i will do [usr] as soon as possible i'll say and explain the situation please [sys] which i have [usr] appreciate that [sys] if anything [usr] much [sys] opens up or we get any cancellations and yes most definitely i'll put you first on the list as a priority ok [usr] ok [sys] all right [usr] all [sys] perfect [usr] right [sys] ok [usr] ok [sys] all right [usr] thanks [sys] no [usr] very [sys] problem [usr] much thank [sys] thanks [usr] you [sys] bye [usr] bye bye bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our 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 evening [pii] speaking how can i help [usr] hello [sys] you [usr] hi i needed somebody to come round and have a look at the drain which is from my kitchen and it's overflowing outside it's it's it's in the outside from the kitchen which goes outside into the [sys] it's over the drain is overflown from the from the kitchen to the the main drain outside [usr] the main drain is overflowing [sys] ok the main drainage also ok it's for your home do you have a home care policy with british gas for plumbing and drainage [usr] no not for drainage no [sys] no for drainage ok that's fine i just needed to know that i would i would need to transfer you across to them to the to unblock for today the price starts well it's after six now after hours after 6 p.m. is a fixed price of £270 monday to friday between 8 a.m. and 6 p.m. that's normal working hours to unblock it starts at 100 and £70 [usr] i said they can [sys] and [usr] they can [sys] after [usr] i fix [sys] six [usr] it for tomorrow [sys] that depends on the availability of engineers in your area [usr] ok [sys] i'll take the information from you and then i'll bring the schedule up and see what's available [usr] ok [sys] ok can i please take your post code [usr] [pii] [pii] [sys] [pii] [pii] and the first line of your [usr] [pii] [sys] address is please as i was saying you would need to pay the engineer on completion of the [usr] sure [sys] job by cash or card is that mid is that [pii] [usr] it [sys] [pii] [usr] is [sys] [pii] and your name is please [usr] pardon [sys] your name [usr] [pii] [sys] how you spelling [usr] [pii] [pii] [sys] [pii] [usr] [pii] is my surname [pii] [sys] [pii] all right ok thank you and would it be yourself who is the contact for the engineer the engineer usually gives you a call prior to arrival [usr] sure [sys] thank you can i please take your post your telephone number [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] that's the number i'm calling from as well [sys] all right ok and just bear with me just [pii] ok and you said the it's the main the main drain outside [usr] yes [sys] is overflowing [usr] yes that's right it from the kitchen and just outside in my driveway [sys] ok what waste is is it flowing overflowing with please [usr] i got what [sys] is it [usr] it's froy and [sys] is it [usr] it's pretty bad it's all floppy there [sys] it's not sewage it's not sewage water [usr] no no no [sys] just [usr] no no it's [sys] normal [usr] from the [sys] waste [usr] kitchen [sys] water [usr] no no no no it's the kitchen [sys] from the kitchen water no waste water any vulnerabilities that they need to be aware of please anything [usr] no [sys] impacting on the there's no more waste water ok i'll get the schedule up now [usr] thank you [sys] ok it's not affecting anything else not the toilet just [usr] no [sys] the kitchen [usr] no no just [sys] yes [usr] the kitchen [sys] kitchen ok say again there's anything there's no availability i'm afraid until the monday the 25th [usr] ohh my god ok i'll have [sys] i [usr] to call [sys] know [usr] out with somebody else then i'm afraid [sys] ok i'm sorry about that the t 20 from the 25th to the 28th [usr] ok cool all right thank you for your help [sys] all right thank you i'm sorry about [usr] that's [sys] that [usr] ok don't [sys] thank [usr] worry [sys] you bye [usr] bye [sys] bye ok | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you 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 [usr] hm [sys] record calls for quality and training purposes good morning you're through to [pii] here at how can i help [usr] ohh hello our patio started flooding and we've traced the problem to a down pipe that's not coping the drain's not coping with the rainwater we don't want to mess with it ourselves we really just wanted an expert advice please [sys] ok is it starting to block and it's not dealing with the flow of water [usr] it's just [sys] or is [usr] back [sys] it [usr] it's just backing up and then just flooding the the patio [sys] ok we can come out and have that unblocked for you but prices start at 100 and 70 that's paid on completion by cash or card to the engineer [usr] ohh i online it said no call out charge to come and just have [sys] there [usr] a look [sys] is that's correct there's no call out fee but if we carry out any unblocking work [usr] right [sys] prices start from 100 and 70 we do carry out a no obligation assessment [usr] that's [sys] for you [usr] that's [sys] to [usr] fine [sys] see what the problem [usr] they [sys] is [usr] can just just advise us what drain it is and what have you and if we want it if we want to go ahead it will be 100 and 70 is that right [sys] and that's and that's great if it if it is more complicated or requires any specialist equipment the engineer could increase the price but yes it does start at 100 and 70 [usr] ok lovely now i think because we've got british gas home care i think we might be covered for that would you [sys] if [usr] have any [sys] you [usr] would you [sys] do [usr] know about that [sys] if you do have home care cover that's fine it would be your your excess that you would pay which i believe is £60 but i can transfer you over to a home care representative and we can get that all booked in for you if you have your home care cover [usr] i do [sys] fantastic i'll transfer you over now [usr] thank [sys] and then we'll [usr] you [sys] get [usr] very [sys] that all [usr] much [sys] sorted ok [usr] thank [sys] you [usr] you [sys] you're very welcome [usr] thank [sys] bye [usr] you bye [sys] now [usr] bye [sys] welcome to british gas services limited please enter your account number using your telephone keypad ignoring any letters then press the hash key [usr] 535496 [sys] please hold whilst i check your details in a few words please say the reason for your call [usr] er patio flooding drain drain not coping with rainwater [sys] you can say things my boiler broken or to join home care in a few words please tell me the reason [usr] problems [sys] for your [usr] with [sys] call [usr] drainage [sys] about a problem with your drains [usr] yes [sys] is that right ok avoid being glued to your house phone you can get the same support via whatsapp or text message on your mobile instead if that sounds good we can end the call now and send you a message just say yes to get started if you're not interested just [usr] no [sys] say no you may encounter some moments of silence whilst we connect you to a member of the team please stay on the line 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 good morning good afternoon [pii] [usr] hello [sys] how can i help you today [usr] we've got problems with the rainwater drain not taking away not coping with the water and i phoned [pii] and they suggested that as we've got home care er they've put me through to you [sys] right ok just bear with me one second is it the the gutter itself [usr] no it's [sys] or [usr] the [sys] is [usr] actual [sys] it the the [usr] drain [sys] drain [usr] where the gutter [sys] under [usr] feeds [sys] where [usr] into [sys] the pipe [usr] the gutter [sys] goes [usr] ing's [sys] down [usr] clear but it's backing up [sys] right [usr] from the [sys] ok [usr] actual drain [sys] bye i can see here you've got home care for i'll get someone sent out for you would you mind just confirming the first line [usr] [pii] [sys] of your address and your postcode please thank you very much [usr] that's ok i'm the same [sys] sorry [usr] at the moment [sys] i know it was just last night i just couldn't stop [usr] i've [sys] coughing [usr] been exactly [sys] and then i [usr] the [sys] woke [usr] same [sys] up [usr] not really a cold just [sys] this [usr] a a really really hard annoying cough [sys] ok i've only got morning appointments i've got one on friday between sorry no i've only got [usr] that's [sys] all [usr] fine [sys] day appointments and i've got thursday friday which is eight until six [usr] that's fine [sys] on both days [usr] sooner the better really [sys] ok right that's absolutely fine i'll get someone out tomorrow then ok [usr] just bear with me a sec just bear just bear with [sys] and [usr] me one [sys] it the accounting [usr] i've just suddenly thought if it's somebody's got to be in [sys] what [usr] all day let me just double check that we're completely free tomorrow just bear with me a second i'll just check the calendar [sys] have something i've also got [usr] where [sys] friday as well if you're [usr] are [sys] not [usr] we ohh i'm looking in looking in september where are we september 1st can we make it could we make it friday please cos we have got something on tomorrow [sys] of course [usr] thank [sys] of course that's absolutely fine and who's [usr] it'll be [sys] gonna [usr] myself [sys] be in tomorrow ok [usr] [pii] [sys] can i take your full name please that's thank you ok and can i take the best contact [usr] probably [sys] number [usr] on my [sys] as well [usr] mobile [sys] please [usr] [pii] [pii] [pii] [sys] yep thank you very much we are and that is for the 15th which is friday [usr] this [sys] and that'll [usr] coming [sys] be [usr] this [sys] from [usr] coming [sys] eight [usr] friday [sys] until six ok [usr] day after tomorrow lovely thank you very much indeed [sys] you're [usr] no [sys] more than welcome [usr] no [sys] is there [usr] that's [sys] anything [usr] lovely [sys] else i [usr] thank [sys] can do [usr] you very [sys] for [usr] much [sys] you [usr] for [sys] today [usr] help thank you you [sys] you're [usr] too [sys] more than [usr] goodbye [sys] welcome you have a lovely [usr] bye [sys] day [usr] bye [sys] thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] just [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 service 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 gas [pii] speaking how can i help [usr] yes hello [pii] i've got a call out booked for this afternoon between well it's this afternoon session 1 to 6 i think it is and i haven't heard anything about what time they might be arriving are you able to have a look at that for me [sys] we don't they won't you wouldn't see what time they were arriving i can check the appointments booked for you but [usr] yes [sys] it's [usr] please [sys] the the [usr] yes [sys] engineer will call you you see is it for home care or is it a chargeable job [usr] no it's a chargeable job [sys] ok what's the post code [usr] it's [pii] [pii] thank you [pii] lovely to meet you [sys] and the address [usr] bye [sys] please [usr] it's [pii] [sys] and what name is it [usr] it's [pii] [sys] i booked in up until six o'clock today [usr] ok that's it and will they call when they're nearby [sys] the engineer will [usr] lovely ok thank you very much [sys] thank [usr] then [sys] you bye [usr] ok bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 diner [pii] speaking how can i help [usr] we have a we've got a downstairs utility with a shower room and washing machine in it the wa yesterday the wife had a shower and the wash the shower back up and overflowed and then if we put a wash on the washing machine that then backs up through the shower i was wondering if it's possible to get someone out to have a look [sys] no worries that's fine what's the post code of the address please [usr] [pii] [pii] [sys] and is a commercial or residential property [usr] residential [sys] what's [usr] we got [sys] the first [usr] we we [sys] line [usr] did [sys] of the address [usr] [pii] [sys] any home care covers over british gas [usr] no [sys] and can i take your full name please [usr] [pii] [sys] bear with me a moment please [usr] what [sys] sure [usr] we got a see in the ut there is also a i think the the shower and the washing machine tie into the main sewer line the toilet doesn't seem to be blocking up it just seems to be the 40 mil drain line from the shower and the washing machine where they probably where they tee up together and then drop into the main sewer [sys] no worries i'm just gonna take some more details and i'll be able to note that down is that ok [usr] sure [sys] can i take a contact number as well please [usr] [pii] [pii] [pii] [sys] thank you it's a blocked shower drain and is it backing up into the drain outside [usr] n that outside seems fine that the the the main drain line or main cover up that that doesn't seem to be blocked the the i say the toilet seems to be flushing ok and that doesn't seem to be backing up i think it's where the small bore pipe the 40 mil pipe goes it must tee into the actual main sewer light it must be on the the small 4040 mil bore bike [sys] no worries and do you have access to bathing facilities that you were able that you were able to use a shower or a bath [usr] but we do but there's there's issues with that because they leak down the wall i need to do work on them they plan to be they plan to be done next year [sys] right ok anyone in the property got any health issues [usr] no [sys] ok there's no call out charge the starting price between monday friday eight and six is 100 and £80 which includes va t [usr] ok [sys] any additional cost they let beforehand and they take payment on completion cash or card is that ok [usr] that's fine [sys] alright i've got an appointment scheduled for tomorrow if that's ok between eight and six [usr] 8 to 68 to 6 tomorrow that should be fine [sys] no worries i'll schedule that in and you'll have a text message with your confirmation is that ok [usr] that's fine [sys] no worries that's been scheduled [usr] thanks [sys] in thank you [usr] thanks a lot cheers [sys] take care bye [usr] bye | 0Appointment / Booking
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[sys] welcome to dino east midlands please note all calls are recorded [usr] i [sys] for quality [usr] i should [sys] and training purposes [usr] i [sys] in order to help us direct your call please listen carefully to the following options [usr] ok [sys] if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one [usr] one [sys] if you have a plumbing issue please press two if you would to discuss an invoice or have a finance query please press three if you're calling regarding a british gas call out please press one if you would to make a one off on demand booking please press two good afternoon plumbing [usr] good afternoon i've got an issue with i own a business in [pii] and i've got an issue with our toilet i've had my manfield district council out they've checked all the drains and said that they're clear but for some [sys] right [usr] reason our toilet's [sys] you've [usr] blocking up and we can't [sys] you've [usr] figure out [sys] come [usr] why [sys] through to the [usr] is [sys] wrong [usr] there any [sys] franchise [usr] chance that anybody [sys] we don't [usr] could [sys] cover [usr] come [sys] the [usr] out [sys] [pii] [usr] and have a look [sys] area i'm afraid for drainage [usr] ohh right it was [sys] no [usr] a [pii] [sys] you've come [usr] number [sys] through to [pii] we're based in [pii] let me tell you let me tell you [usr] right ok it's an [pii] [sys] right let me see and get who covers that area [usr] number [sys] for [usr] i've called [sys] you it's [pii] [usr] thank you [sys] are you calling from [pii] area you're calling from here you are let's have a look [usr] yes [sys] right i've got sorry just bear with me [usr] ok [sys] what number did you ring an [pii] number or [usr] no an [pii] [sys] ohh [pii] that's the number [usr] number [sys] i've got for them strange i wonder because they didn't answer [pii] [usr] [pii] yes [sys] that's the number i can see for them i'm not sure why [usr] that's [sys] it's [usr] what i'm [sys] unless [usr] ringing [sys] nobody answers it diverted to the nearest one we we do drain we do plumbing in that area but we don't do drainage which is the blockages did you press plumbing or did you press drainage [usr] right [sys] it gives you options plumbing is for your leaks [usr] is [sys] and [usr] there [sys] things [usr] a difference [sys] drainage is for your blocks toilets sinks et cetera you'd need to press drainage yes that's maybe what's happened [usr] right [sys] ok [usr] i need to press drainage [sys] right thank you ok bye [usr] right [sys] bye [usr] ok [sys] bye [usr] all right thank you very much for your help thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 [usr] the [sys] for [usr] baby's [sys] details [usr] booked in on the [sys] alternatively please hold [usr] and we [sys] and [usr] haven't [sys] your [usr] got [sys] call [usr] a clinic [sys] will be transferred [usr] they have [sys] to [usr] remember [sys] a customer [usr] [pii] [sys] service [usr] on [sys] advisor [usr] annual leave they're gonna need counseling remember i said to [sys] we record calls for quality [usr] we've got two babies [sys] and training [usr] booked [sys] purposes [usr] in [sys] good afternoon [usr] 11th of december [sys] you're through to to [pii] you're speaking to [pii] how can i help [usr] hi i'm calling from a gp surgery in [pii] we seem to have some blocked drains we've called out welsh water because i wasn't sure if it was their pipes but they said that that it's not it's on our land [sys] ok right [usr] i don't [sys] it's [usr] i don't [sys] commercial [usr] i don't need i don't need anybody today because the jeep the surgery is shut this afternoon but if possible if you had somebody either tomorrow or next week [sys] what's the postcode [usr] [pii] [pii] [sys] got you and do you have a contract with british gas or dino or would you be paying as a one [usr] we [sys] off [usr] we've got we have got a contract with british gas for our gas supply does that make [sys] for [usr] any [sys] maintenance [usr] difference [sys] for drainage or anything [usr] no we haven't got that no [sys] no right no it's not to worry hold the line a sec for me then let me get you through to the office in your neck of the woods they'll go [usr] ok [sys] over cost and availability go from [usr] thanks [sys] there i won't be sick [usr] no worries [sys] ok good afternoon [pii] or [usr] hi my name's [pii] i'm calling from a gp surgery in [pii] [sys] ok [usr] we've got a problem with our drains we had welsh water come out at lunch time and they said that the issue is on our side not theirs [sys] ok [usr] obviously informed us that we need to get a drain company out the surgery is closed this afternoon i was ringing to see if you had any availability either for tomorrow or after next we or from next wednesday [sys] we can book a call for tomorrow for you [usr] well what are the charges [sys] it's 100 and £62 plus b a for the first hour [usr] ok [sys] and £80 plus va t per half an hour thereafter [usr] right ok [sys] did [usr] is [sys] you want [usr] is [sys] me to book [usr] it [sys] that in the post [usr] please if i could [sys] ok it is payment to the engineer by card [usr] right somebody needs to be there do they right ok i don't know if the gp you can't invoice the business can you and i pay you from the business i i've [sys] we [usr] i've [sys] can [usr] got [sys] do [usr] a [sys] a back [usr] got a i've got access to the card i can pay you over the phone tomorrow [sys] that's fine over the phone is fine [usr] right ok no worries [sys] if somebody will somebody be there tomorrow [usr] we got receptionists there they're in from eight [sys] ok [usr] o'clock [sys] that's [usr] in the [sys] ok as long as somebody's there to check services that's all ok can i take your name [usr] it's [pii] [pii] [sys] and the postcode there [usr] sorry [pii] [pii] it's [sys] and [usr] saint [pii] [sys] the name [usr] med [sys] of the practice [usr] [pii] medical centre [pii] [sys] and a contact telephone number [usr] it's probably best to take mine it's [pii] [pii] [pii] [sys] ok it's an outside blockage you said is it is it affecting anything inside the building [usr] no [sys] ok no problem i'll get [usr] it [sys] this [usr] is [sys] booked [usr] it [sys] in [usr] is [sys] for [usr] making [sys] tomorrow then [usr] all the paper come out of the drain though [sys] outside no problem ok i'll book this in now the engineers will call ahead tomorrow with about half an hour's notice [usr] ok [sys] they'll then give you a call on completion to take a card payment over the phone [usr] ok no worries all right that's lovely [sys] all [usr] thank [sys] right [usr] you cheers [sys] thanks [usr] thanks [sys] then [usr] bye [sys] bye bye [usr] bye bye | 0Appointment / Booking
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[usr] ok [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 drainage services online in a few easy clicks visit dino.com for details [usr] you i'm on the phone [sys] alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] leave the rest [pii] i'll do it ok [sys] hi there you've reached [pii] how can i help you [usr] hello there is that [pii] [sys] yes how can i help [usr] we've got a blocked train in [pii] well how [sys] ok [usr] how do you work how does it work [sys] with ourselves [usr] how soon could you go in and how do you give prices out [sys] ok to unblock after six is 225 [usr] sorry could you say that again [sys] it's 225 after six o'clock [usr] right [sys] during the day it's 100 and 80 [usr] right [sys] had to unblock the drain did you say your drains blocked [usr] it's a drain block i mean there's water overflowing on it [sys] is there what type of water is there [usr] it looks clear water it's an outside in the car and the dra the blockage and drain [sys] ok it's clear water that's [usr] it looked [sys] that's overflowing [usr] it did look at [sys] does it smell does it [usr] i don't know because it's a tenant i can try and find out if you need to know this [sys] please because that's really important because if it's sewage then we can come out to you tonight [usr] right [sys] then if not it'll be tomorrow [usr] ok [sys] if you sign up on tenant if it's overflowing with the sewage and [usr] no [sys] if anything [usr] it's not [sys] else [usr] sewage [sys] is [usr] it's [sys] if [usr] not sewage [sys] ok well could you find that the smells [usr] ok if there's a small [sys] and is anything else affected the toilet the bathroom the sink for it to be for it to be blocked up do what i mean [usr] ok [sys] we need to find that information out the only [usr] there's no [sys] because [usr] other [sys] it's gonna be possible [usr] there's no other blockages that i know [sys] is is the [usr] it's just that [sys] is the is the toilet flushing normal [usr] what [sys] there's no water [usr] it is [sys] no water backing up [usr] near a kitchen if that helps i don't know the pipes [sys] is the kitchen sink running normal what the washing machine or [usr] everything [sys] dishwasher [usr] is normal everything is [sys] is it the drain that goes out from the sink am i right [usr] it looks it it does but there are a few floors above as well [sys] right ok might be better how many above floors is there above [usr] it's it's the drain just to be you is on is on the outside why didn't you come and speak sorry let my husband he knows more about it [sys] that's fine don't worry [usr] the waste pipe [sys] hi [usr] the waste pipes are all exposed outside and they just go into an open drain at the side of the house and that's blocked [sys] ok that's fine do the water that's coming out is it possible to find out if it smells if it's sewage [usr] possibly but we're miles away from where it is and we're just going from [sys] no if you if you get the tenant if you get the tenant to go outside [usr] but it won't [sys] and [usr] i don't [sys] just [usr] think it will be sewage because it's just waste pipes from sin from sink it that [sys] from the sink ok it won't be today then is that all right and nothing is affected inside the ba the bathroom not affected the the the the the the the the toilet that's all draining away normal isn't [usr] that [sys] it [usr] has done the the waste pipe the soil pipe for the toilet is all ok this is just from sinks and and things i suspect that there's a bit of rain [sys] it i think draining away is normal [usr] the thing because it's an open pipe outside what happens is the drain is open and it overflows on the car [sys] ok that's fine i mean i can book them in but it won't be tonight [usr] that's [sys] it [usr] ok [sys] will be tomorrow maybe is that ok with [usr] tomorrow [sys] you [usr] did you say [sys] it may be tomorrow because i i'll just have to check for availability is that all right [usr] that's fine ok [sys] you don't have the british gas home care policy at all do you [usr] we did have we don't unfortunately [sys] all right ok no worries well let's get you booked in then is that all right [usr] could you is there any way you can give me that price i can just let my business pop [sys] it's gonna be 100 and 80 to unblock [usr] one block do right [sys] that's part of the day [usr] sorry [sys] that's gonna be during the day [usr] ok you you can't give rough times at all [sys] unfortunately no we just book book you in and then it the engineer will call an hour before he arrives [usr] all right that's ok because i can get the tenant because he works local he will go to the house to let you in [sys] that's fine then ok well let's get them let's get you guys booked in ok [usr] it was [sys] whose name and my [usr] go on [sys] tell me whose name am i booking it under [usr] [pii] [sys] [pii] [usr] [pii] [sys] and best contact number [usr] [pii] [pii] [pii] [sys] ok it's really important to answer any number from an engineer is that all right [usr] i'll have it with me all the time [sys] and is it commercial or domestic [usr] domestic [sys] did you say you're renting it out aren't you [usr] we've got tenants there [sys] it would be commercial [usr] all right ok [sys] is there any company for your tenants your property company or anything [usr] no no [sys] what's the postcode [usr] [pii] [pii] [sys] [pii] is that right and what's the first line of address [usr] it's [pii] the ground floor [sys] is that [pii] [usr] ground floor though [sys] i found it thank you [usr] it's ground floor [sys] i'll make a note of that as well just in case [usr] ok [sys] ok i'm gonna go to the main bit now it's just information that needs to be passed on to the engineer [usr] but [sys] he's got an idea ok the kitchen sink kitchen sink waste pipes [usr] true is that right [sys] which which goes goes out to the drain the drain outside is blocked and overflowing with waste water no is anybody vulnerable on that property at all [usr] no [sys] no ok also what was it must be affected to no no the blockage and then the blockages outside is overflowing otherwise that's fine and have you got a pen and paper i can give you a reference number [usr] i'll just get one you weren't prepared for that [sys] i'm sorry [usr] 55 [sys] i should have told you in advance the the i'm sorry with the next availability we've got sorry i do apologize we can come tomorrow but it's going to be an all day slot [usr] ok well he'll he'll bring an hour [sys] how many am or pm [usr] he'll call an hour before he arrives though [sys] yes and [usr] that's [sys] the [usr] it [sys] number you provided me with will call you before we arrive [usr] awesome that's ok then i [sys] because i've booked you in for an all day slot tomorrow on completion what you can do is pay by cash or card the tenant can pay by cash or card [usr] well we we paid [sys] your reference is dywo [usr] d for donkey [sys] d for delta y for yankee w [usr] dydy [sys] for whiskey wo 37 33 798 [usr] and they will call an hour before [sys] an hour before then the number you provided me with will be just to let we're on the way [usr] ok and how will i pay you then [sys] is is the tenant how is it working you could pay over the phone and the engineers on everything [usr] not the tenant i will pay you [sys] when the engineer is there [usr] i pay over the phone [sys] you can pay over the phone when the engineer is there [usr] ok ok [sys] all right [usr] that's perfect much [sys] brilliant [usr] and is the 190 [sys] it off [usr] 100 and 90 [sys] it's going to be 100 and 80 job in the day you're booked in for a day slot [usr] ok [sys] tomorrow [usr] lovely [sys] he can arrive anytime tomorrow in the morning in the afternoon is that all right [usr] ok lovely thank you [sys] brill thank you much then [usr] all right bye bye [sys] take care bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold 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 hi you're through to [pii] how can i help you today can i take the post code please [usr] i'm looking to see if i can get someone to come out and and block a drain [pii] [sys] perfect thank you [usr] [pii] [sys] and can i take the first line of the address please perfect thank you i'm just having a look for that now [usr] [pii] [sys] its [pii] thank you and is that a domestic or commercial property and they have a british gas power that covers plumbing and drs [usr] it's domestic [sys] right ok can i take your first and last name please [usr] i don't think no my name is [pii] [sys] and is that [pii] will it be yourself on site when the engineer arrives and can i take your best suitable contact number please [usr] yes it should be [sys] thank you [usr] [pii] [pii] [sys] and can i take a brief description of what the issue is please [usr] i i've got a blockage in my external drain between the house and the septic the septic tank [sys] right [usr] er and the distance of that area is about 10 m 12 m somewhere somewhere there there's there's there's a blockage of i've had it before and i'm fairly confident that's where it is er and there's already a because we've had this issue before [sys] right [usr] someone's [sys] ok [usr] put [sys] and [usr] a specialist [sys] and do you have a toilet that you [usr] hole [sys] can use [usr] if you for a cleaning pipe to get in and clean it out i think the water's still draining away slowly but i i my worry is it's just gonna get worse it's not rising up in the house but it's certainly rising [sys] right [usr] up [sys] ok [usr] at the [sys] not [usr] one [sys] to worry [usr] of the inspection [sys] right [usr] points [sys] ok [usr] and it's i've [sys] the [usr] some [sys] earliest that we can book [usr] water [sys] you in [usr] rising [sys] for is [usr] up out [sys] wednesday [usr] of a a drain [sys] morning [usr] to the side of the house it's pretty urgent [sys] the price starts at 100 and £70 [usr] tomorrow morning [sys] for the training engineer [usr] er that's [sys] that's anywhere [usr] now [sys] between eight and [usr] i go [sys] six [usr] ahead can you just [sys] the [usr] give [sys] call [usr] me an indication [sys] out fee is free [usr] of what [sys] of [usr] your [sys] charge [usr] charges are [sys] and he'll also give you a free quotation when he's on site and then it's payment on completion via cash or card [usr] if he comes out and [sys] i'm not too sure [usr] he [sys] on if it's [usr] just [sys] a little [usr] has [sys] job [usr] to flush [sys] that [usr] it through with a pipe [sys] that's [usr] how [sys] why [usr] much [sys] the engineer [usr] is that [sys] gives [usr] likely [sys] yourself a free [usr] you [sys] quote [usr] know with [sys] as well [usr] a a hose [sys] because they can see [usr] how [sys] it [usr] much [sys] in first [usr] is that [sys] person [usr] likely to cost me but i but but if i'm paying 100 and £80 i expect the job to be done unless it's a major job if it's just clearing out a pipe and i'm paying 100 and £80 [sys] no i thought you meant [usr] i [sys] just [usr] expect [sys] for i thought [usr] the the [sys] you're asking [usr] job [sys] me a [usr] to [sys] question [usr] be done [sys] on how [usr] included [sys] much would this [usr] in that price [sys] certain [usr] are you [sys] job [usr] saying [sys] be [usr] it's going [sys] but now [usr] i'm just [sys] the [usr] paying [sys] call [usr] 100 [sys] out [usr] and £80 [sys] fee i said [usr] for an [sys] before [usr] engineer [sys] is [usr] to look [sys] completely [usr] at it [sys] free of charge and it'll also give you a free quote the only time we charge you is if the internet does work then if it does it's payment on completion no i just said to your payment on completion when work's been done the call out fee [usr] i'm [sys] is [usr] just [sys] free of charge [usr] i'm paying i'm just paying for someone to come out they're not gonna do any work [sys] no [usr] no no no no how [sys] no [usr] no [sys] no no [usr] sorry [sys] no [usr] right [sys] i said [usr] you [sys] at the start [usr] there's no [sys] of the [usr] charge [sys] call [usr] for them to [sys] the [usr] get [sys] engineer [usr] here [sys] comes out free of charge [usr] but you've said [sys] and gives yourself [usr] it's 100 [sys] a free quote [usr] and £80 [sys] and [usr] for the [sys] then [usr] engineer to give me a quote [sys] it's [usr] to [sys] payment [usr] do the work [sys] on completion when the work's been done that all the work has been started that's when we start billing on completion of that work [usr] right [sys] after it's been unblocked that's when we will charge you [usr] right just just as an idea if the engineer comes [sys] roughly [usr] out [sys] around 100 [usr] cos [sys] and [usr] i've [sys] £70 [usr] had this done before the engineer comes out he puts the pipe down and clears it through and let's just say it takes an hour how how much is that gonna cost me 100 and [sys] that's [usr] seven and [sys] no [usr] that's [sys] worries [usr] including that yes [sys] that's just confirmed [usr] right [sys] for you now [usr] ok [sys] is there any vulnerabilities we need to be made [usr] right [sys] aware [usr] i'll i'll book [sys] of [usr] that in for tomorrow morning then if that's ok [sys] right [usr] the [sys] ok [usr] the only [sys] no [usr] thing [sys] worries [usr] i would say is to make sure that they come er whatever the van they come with to make sure that it has got water in it cos they won't be able to fill it up here cos i know normally the the guys fill it up from a a main [sys] no [usr] they'll fill [sys] worries [usr] it up [sys] whatsoever [usr] from aaa main connection there there isn't an easy access to one here [sys] that's all booked [usr] if [sys] in for [usr] they can make [sys] you now [usr] sure [sys] is there [usr] that [sys] anything [usr] the van's [sys] else [usr] filled [sys] you'd me to do [usr] that [sys] for you [usr] that [sys] today [usr] would be that'd be perfect ok right ok it is no that that that that's fine if you've got er the guy if the guy gets my number because sometimes people it's [sys] anywhere [usr] an easy [sys] between [usr] address [sys] eight [usr] to [sys] till [usr] find [sys] one [usr] but unless you get sat now sometimes people get a wee bit lost but if he's got my number [sys] no worries [usr] you can give me have you any idea [sys] is that everything [usr] time [sys] for [usr] that [sys] today [usr] will be tomorrow morning [sys] no worries [usr] right [sys] bye [usr] ok [sys] bye [usr] that's perfect that's it ok that's great thanks very much for your help cheers ok thanks bye | 0Appointment / Booking
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[sys] thank you for calling dina road our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry press two for an existing or completed service good afternoon [pii] [usr] how you doing love i'm just ringing up with a few queries [sys] ok [usr] i was speaking to one of your colleagues before i says about my toilet and my bath seem to be bubbling i spoke to my plumber [sys] ok [usr] and he says look i did everything on my end he says i recommend a camera just [sys] right [usr] wanting to know do you charge more on the weekends for coming out say a saturday [sys] we we do but now i would need to put you through to [pii] he'll be able to go through all the details with [usr] ok [sys] you [usr] that's no problem [sys] is the weekend the only time that suits [usr] no [sys] yourself [usr] i'm [sys] is [usr] just [sys] it [usr] trying to ring up i'm trying to suit my plumber but suit myself i don't know who [sys] you i know i know give me one wee second there and i'll just see if [pii] free [usr] no [pii] [sys] for you [usr] thank [sys] thank [usr] you [sys] you hello [usr] right bud [sys] hello [usr] how [sys] how [usr] you doing [sys] are you sir [usr] yes all good buddy i'm just ringing up with a few wee today [sys] yes [usr] i was just checking to see obviously it's a bit dearer to get yourselves out on a saturday than it would be a week is that right [sys] that's correct [usr] how much is a deer by [sys] if you can give me your postcode and and a brief description of what you need i can tell you that [usr] yes it's not a problem my post code is [pii] [sys] is it [pii] [usr] that is indeed [sys] on give me two seconds [pii] that's why [usr] that that's very sad that you just rained out off [pii] that shows how much you're dealing with post codes every day [sys] i know i think about it with a home too it's even worse than it [usr] i mean [sys] that [usr] i was the same i work in a warehouse i 1471 is [sys] that's [usr] that [sys] just [usr] a product [sys] ridiculous [usr] code [sys] i know it's sad i know i'm gonna have to stop out there it's [pii] park [usr] bridge park body it is indeed [sys] and i didn't know that i've had to google that part just in case you think could be worse [usr] ok [sys] at in normal time are you looking at a cctv survey as well as jetting or jetting just to clear blockage [usr] no bc t tv [sys] right they don't do cctv at the weekends because it's only deemed as an emergency now [usr] ok [sys] the guy that does the cctv isn't on call if you were to say if you were to say to me listen i would i need to get it done on a saturday because i work all week the next saturday that guy is on call is saturday the 14th which is this not this saturday but next [usr] ok [sys] and i realize [usr] how [sys] that's [usr] much [sys] a long time away it's 100 and £95 for to jet lines and do a camera survey if it's [usr] ok [sys] in if it's on a saturday it's 2 60 [usr] ok great that's not a problem and see for the camera survey and the that's it i think i was speaking to one of your colleagues before i think i said it was £200 after the first hour [sys] it's for the first start sorry what's your name [usr] it's [sys] [pii] [usr] right [sys] no you're right it's for the first hour statistically nine times out of 10 all our jobs are completed within the r i know it's a lot of money and i but i can't guarantee how long it will take but statistically nine times out of 10 you can play within the hour if it goes over that r no matter whether you go with just jetting or where you live in [pii] or port it down it's £55 over the r per half hour [usr] 55 right i had run up with one of our colleagues last week god i can't even remember his name i was speaking the one i thought he said it was 100 and £85 for the first [sys] a [usr] one and then it was 50 quid for [sys] it's [usr] the first [sys] 100 [usr] star [sys] and 95 for the first star and that [usr] -huh [sys] needs prepaid in hours and £55 if it goes over that hour per half hour [usr] ok [sys] really [usr] right [sys] the majority of our cctv jobs within a 25 mile radius of [pii] are done within the hour nine times at 10 and that's 100 and £95 [usr] ok right that's not a problem seat [sys] all [usr] availability [sys] right [usr] then [pii] where when do you have that do you have morning slots evening slot what way does it work or what's the earliest [sys] evening [usr] slot you would [sys] evening [usr] have [sys] would be deemed out of ours as well and it would be the same price it's an extra 65 above the 195 [usr] ok [sys] i'll give you availability in ours first of all [usr] aye because i'm trying to keep it down for [sys] no [usr] plumber [sys] i under i understand [usr] it is just [sys] in our i can get it done on monday morning the ninth [usr] ok [sys] out of ours we [usr] may [sys] sorry [usr] go ahead no maybe too soon i have to give my plumber a wee bit of notice because it's possibly his fault go ahead with [sys] that's [usr] what other [sys] great [usr] ones [sys] ok [usr] you got there maybe later maybe or [sys] later in the week now these are all [pii] you appreciate these are all just as for this phone call because if somebody rings i have to give them it on then i he's not free on tuesday but he's free on wednesday the 11th [usr] ok [sys] he's free on thursday the 12th and then i was just [usr] is that all for you [pii] [sys] sorry mate [usr] is that all days free [sys] all day is free currently on monday the ninth he's a wee job in in the morning and then he's free probably [usr] hello [sys] around about 11 o'clock [usr] as i say it's possibly the plumber's [sys] to me [usr] fault possibly my fault i'm just trying to keep the cost [sys] no it's [usr] down [sys] totally [usr] for the [sys] right [usr] plumber [sys] for both of you even [usr] i work on myself but as well if i get i think the plumber finishes at about five and i says even if i could get him to book a half day if [sys] i [usr] i could get something [sys] got done [usr] around about [sys] the [usr] three o'clock or three o'clock maybe for wednesday say wednesday next week or thursday next week would you have anything [sys] we [usr] then [sys] do [usr] wednesday or [sys] we [usr] thursday [sys] do thursday is what day is thursday it will be the 12th won't it currently the afternoon is free but i can't put any bookings i can put it in for 24 hours provisionally but i can't book it longer than that without payment made against it [usr] [pii] is here obviously i have spoke to one of your colleagues before and that says about the problem of being here to take off the toilet and stuff and all everything else look on my toilet it has a flexy hose going [sys] flax [usr] to the [sys] free mobile [usr] pipe [sys] work [usr] into the ground is that is that a possibility that that flexi host can just come off and the camera can go down or i need to take the whole toilet [sys] what [usr] off [sys] is the actual issue you're having first of all [pii] [usr] the bath seems to be bubbling or sorry when [sys] sorry [usr] i let a bath [sys] i must [usr] water [sys] do [usr] out [sys] that sorry [usr] the the when i let the bath water out the toilet seems to be bubbling now my plumber says to me he says it's not my fault he says look at the end of the day he says these things happen then when i did a wee bit more digging underneath the house that i found out that he was working at a cracker pipe to join his plastic pipes to it when i did a bit of digging i says look you've cracked this and he says right maybe it is my fault he thinks a piece of the cracker pipe has broke and went further down [sys] what [usr] the drain [sys] number bridge [usr] now [sys] do you live in just [usr] was [sys] we can have a look [usr] a [sys] where it [usr] numbers number [sys] 33 [usr] 33 [sys] let me see and is this an upstairs toilet take it [usr] no it's a downstairs toilet with a sweet b [sys] right it's downstairs toilet makes it slightly easier than upstairs because you've obviously less less pipes to work with give me two seconds just to pull this up at your house [usr] stay on see see the thing robert see the flax hose comes off i i can get below my floorboards to see the flax hose just comes off and this pipe goes straight down and then it's a 90 degree bend and that's it into the wall i'm hoping the blockage is maybe 12 ft from the 90 degree bend within that 12 ft do what i mean i'm hoping that's all i have to take it but see i'm paying him for the first hour if if i was to find this blockage quick enough can he put a camera down other drains [sys] you [usr] in [sys] can [usr] my [sys] use [usr] house [sys] them [usr] because [sys] you can [usr] i paid [sys] use them [usr] him for the [sys] that's [usr] first [sys] correct [usr] hour [sys] and that first car doesn't start [usr] because [sys] obviously [usr] it's the same [sys] get [usr] my mate [sys] there [usr] was up on the roof my my my mate was up on the roof he was and he a lot [sys] that [usr] of moss [sys] always happens [usr] the plumber says [sys] all [usr] look [sys] the shit [usr] it's either moss and leaves or he says the cracker pipe has broke he says one of the two i would say or a collapsed pipe maybe with a tree route or something along the line he says but obviously if we have been working on anything it shouldn't be a [sys] that [usr] pipe [sys] would be our worst [usr] i'm [sys] case [usr] just [sys] scenario [usr] trying to establish what and where [sys] i'm [usr] it is [sys] trying to find your house here what number is that number 23 right give us two seconds you must be doing this hell [usr] alright [sys] of it [usr] man [sys] [pii] [usr] [pii] [sys] [pii] sorry right [usr] 33 [sys] you go up the hill obviously it depends on where you're coming from but while i'm talking i'm looking for this here i'll probably get it over by now but while i'm looking looking for it if it's a downstairs toilet is there a manhole outside the wall from the where the downstairs toilet is [usr] no this is the thing i don't have i can't seem to locate my man hole and i don't know if it's been flagged over there is a manhole outside my garage but we've lifted the lid off it and it doesn't seem to be connected to this waste where i'm having problems because we're flushing the chain [sys] i can't see [usr] running [sys] anything [usr] on the bath and there's no water coming through it now but my plumber has put a toilet in my in my garage i've turned it into a studio [sys] not good [usr] for my daughter and when he flushes it it's getting into this manhole plus when the sink runs it's getting into this manhole a sink in the kitchen the toilet mains and bath and shower and everything else isn't connected to this man hole but my kitchen sink and studio toilet outside is i think this man hole with the mains is it seems to be covered up because i've lifted next door neighbors man hold and everything to try and see if it's [sys] right [usr] going through theirs that's i'm saying i really need a [sys] is [usr] camera [sys] your [usr] job here to [sys] is [usr] sort [sys] your [usr] of see [sys] house [usr] what i'm at [sys] got a black pv c door no and lower down in the road [usr] ok it's lower down in the road but it has a pv c door again with google maps or it may be [sys] aye [usr] an older picture [sys] have [usr] or [sys] you [usr] something [sys] big trees [usr] that because [sys] in the garden [usr] i there was [sys] aye [usr] trees in the garden [sys] is [usr] and i've taken [sys] there electric [usr] all the [sys] box outside [usr] i had [sys] your house [usr] yes but i've taken the trees away [sys] we [usr] no i don't think on the actual [sys] it's [usr] road [sys] just [usr] is it [sys] there's a white wall around the one i'm looking at here a wee white wall no [usr] no that's next door that's next door that's number [sys] 35 is it 31 [usr] 135 i think [sys] you're [usr] i'm [sys] the [usr] next [sys] gray [usr] door [sys] one [usr] to you [sys] you look [usr] i'm [sys] at gray [usr] next door to [sys] cheap [usr] yes [sys] trees and stuff there's there's [usr] the [sys] pink [usr] trees in [sys] brick [usr] garden [sys] pavers [usr] and stuff [sys] in the driveway right [usr] yes [sys] and there's no man holes obviously you've checked what you're talking about there there's no manhole physical man holes that you can see anywhere [usr] yep no we're not connected to this i've had grounds work guys up i've had digger boys up i've had fucking plumbers up on the we meet his hands on there and everybody baffled that i asked the neighbor next door and he says one of the man holds runs up in his house and in my house it runs down the next house runs up and the next house runs [sys] i [usr] down no [sys] know [usr] a pattern [sys] what you mean [usr] up down up down i've only moved into it here about eight weeks i'm trying to find out my burns but i'm a wee bit as to [sys] you [usr] how i fix [sys] can [usr] this [sys] with with the answer to your direct answer to your question if you take the flexible generally that's not the way we go with the with the camera because we we would normally our first our first way of going would be from a man hold up to the toilet but obviously for obvious reasons we don't know the man holder which is why you want to go that way you obviously don't want to take the toilet off it would be my recommendation that you get the toilet took off i know it's easier me saying that because it's not me it has to do it but if we the way they do the way does it is if we go out and the guy will do all he can to do everything you need him to do if he if there's a tight bend in that or you can't get it down that toilet without the toilet being removed you're paying that money and then you're paying for us to come back again once the toilets off again if he's unsuccessful in that visit it's a chance you would take your options would be i can send him out and he can try and put the camera down that way or you bite the bullet to get the toilet off and then he puts the camera down it now if it's sitting blocked you need two men one of them to be inside jetting down the toilet while the other guys outside and with the controls of the jetter because it extracts 14 gallons a minute of water down there and if it doesn't clear quick enough by the time he gets out to the your bathroom will be flooded hence the need for two men [usr] ok [sys] it's really up to yourself my recommendation would be to get the toilet off if you really want i know it's a pain in the hole but you've done everything and this is the only thing if if it's an awful shame and it's not very nice that if you pay that money and my engineer comes out and goes listen man i can't get that camera down there we're going to have to come back you're charged for us going out and there's nothing we've done and you're no further on [usr] ok preliminary if you can if i can book us today maybe [pii] sorry and i can speak to my plumber here you would have say thursday of [sys] the 12th [usr] next week there mate round about where do we see round about what then you would have about 234 [sys] the nearest [usr] o'clock [sys] the [usr] or what's [sys] latest [usr] the latest you've got [sys] he [usr] there [sys] the way they also work is if he doesn't get back here before five it turns out to be out of hours the nearest the latest i would tell you to do it would be about half two if you can even three [usr] right [sys] at the [usr] no [sys] latest [usr] that's not a palace that's not a problem [sys] i know it's i know it's easy [usr] a right [sys] to get the toilet [usr] i'm [sys] off [usr] gonna [sys] but [usr] bring my [sys] it's a it's a real kick in the balls if if he comes out has the camera there out of the toilet and you need to phone the plumber to get the toilet off and us to come back and you're paying another near enough same amount again [pii] it it's frustrating [usr] i know no 100% 100% right i'm gonna ring my plumber here [sys] no [usr] [pii] [sys] worries [usr] and then [sys] man [usr] i'll [sys] i'll [usr] give [sys] keep [usr] you [sys] it [usr] a buzz [sys] in for [usr] back here and see [sys] us time [usr] if i can [sys] tomorrow [usr] organize [sys] all [usr] something [sys] right [usr] with you ok mate [sys] not a problem [usr] no [sys] good [usr] problem [sys] luck see you later [usr] i really [sys] bye bye [usr] appreciate [sys] bye [usr] it [sys] bye bye [usr] [pii] thanks very much buddy cheers thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 [pii] speaking how can i help [usr] hello [sys] you [usr] my name's [pii] of [pii] debut in [pii] i placed i placed a call this morning [sys] hi [usr] and er nobody's turned up yet [sys] ok can i please take your post code please [pii] [usr] [pii] er [sys] the first line of your address did you say [pii] [usr] [pii] [sys] thank you i'm just looking at the [usr] ok [sys] check now for you they called today but you weren't present this it just says unsuccessful customer not present [usr] no one's been here they said they'd ring before they arrive here i've been here all day [sys] right [usr] what time is that [sys] let me just have a look 39 it looks 16 39 [usr] no i was here i was here at that [sys] right [usr] time no one's been here [sys] ok unfortunately it's not it's me just see [usr] they have a ring doorbell and it chimes as well inside the house somebody comes up the path [sys] all right 16 39 [usr] have they gone to the right house [sys] well it's just well i'm i'm assuming he's seen the same thing as i'm seeing which is [pii] and you're looking at ending 455 [usr] that's correct nobody rang me either this guy [sys] right [usr] on the phone said they'd ring before they arrive [sys] they do ring before they arrive unfortunately [usr] he's not he's [sys] it would [usr] not [sys] have [usr] rang [sys] to be [usr] me [sys] it'll have to be offsite with you anyway is it ok right what would you to do because they they won't be coming this evening [usr] gosh fi first thing in the [sys] i think [usr] first thing in the morning it's an emergency [sys] in the [usr] there [sys] morning all right well i can book it again and hope they'll as assign another engineer that's what i can do i don't know if they will send another engineer out i can rebook it [usr] said they called at [pii] we were both here nobody came here no [sys] i'm sorry i'm not quite sure why they've said [usr] he's checking [sys] that [usr] on me he's checking on his phone now the ring doorbell and that's [pii] that's yesterday's there's been no one at all er knocked on [sys] there's [usr] the front [sys] no [usr] door [sys] one at all [usr] no one at all no [sys] ok i'm not quite sure why is either book customer not present let me just see what the problem was blocked on the toilet it goes in back when use v person right i can book it rebook it for you and then [usr] tomorrow morning it has to be tomorrow morning i can't put up with this much [sys] it [usr] longer [sys] have to be tomorrow morning tomorrow [usr] sorry [sys] for tomorrow morning for tomorrow morning ok bear with me i'm not quite sure i'm just trying to get the information up again [usr] hm [sys] can you remind me the postcode again please [usr] m [pii] [sys] just got rid of that one just bear with me [usr] right [sys] and to link it to that one but it won't [usr] hm [sys] let me i'm not quite sure why they would have said [usr] well i can i can category say that that is rubbish because i've just checked the ring the ring footage ring doorbell footage and no one has been at this front door today not at all [sys] very strange isn't it [usr] and we were both in cos my wife's just come come i [sys] me [usr] that's when my wife was in bed cos she's had sedation today and i was here i was in the living room i've not moved out of the house [sys] ohh god [usr] cos i what is this doing [sys] honestly he he must have went somewhere else hasn't he [usr] he must have done he's not been here [sys] i'm sorry about that i'm not quite sure what happened then [usr] what's the i know [sys] we [usr] the charge was dear for a sunday obviously it's gonna be cheaper tomorrow morning isn't it [sys] it's cheaper tomorrow [usr] ok i do [sys] ok [usr] need him here first thing if possible whatever time in the morning [sys] in the morning i'll see well we can give specific time but i'll just put as much information as as much as possible to and there's some vulnerabilities there as well isn't [usr] yes [sys] there [usr] there is [sys] they they 34428 sorry i'm just repeating the the job reference number to myself i'm sorry [usr] ok [sys] 3442823 and there's a blocked only toilet vulnerable person [usr] it's a block soil pipe at the bottom where i think it's the bend and he's jetting i think [sys] ok [usr] and could you just could you put on there to ring before they come cos they didn't ring my phone today [sys] ok ok was present today please please ring prior to attendance okey dokes sorry i'm just getting the schedule up now [usr] ok [sys] and see what there's a blocked toilet is it the only toilet in the [usr] it is [sys] and the do you want the toilet as well [usr] yep [sys] you're not available i'll still try to put it through as an emergency but you're not available until because we're not available before 1 p.m. tomorrow customer available before one i'll try and put it through that ok i'll put that through now for you [usr] lovely [sys] ok then all right then thank you for your call i hope it gets sorted and i'm sorry about [usr] ok [sys] what happened [usr] thanks [sys] all [usr] much [sys] right then thank [usr] bye [sys] you [usr] bye [sys] thank you bye [usr] bye [sys] bye [usr] bye [sys] fine | 0Appointment / Booking
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[sys] thank you for calling di 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 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 thank you for calling [pii] speaking how can i help [usr] hi [pii] i'm hoping to get some help with a blocked down pipe drain from the gutters is that something you guys can can help with [sys] and [usr] super [sys] is it for a commercial or domestic property [usr] domestic just for my house [sys] ok and do you have british gas home care cover for plumbing and drains [usr] i don't [sys] no no problem [usr] no [sys] ok we can have a look for you then if i could start by taking the postcode first of all [usr] sure it's [pii] [pii] [sys] let me have a look and what's the house number [usr] sure his name it's she it's spelled [pii] [sys] [pii] let's see if i can find it is that [pii] i've got it [usr] correct that's [sys] and [usr] the one [sys] if i could take your first name please [pii] thank you [usr] sure my [sys] and [usr] name is [pii] [sys] if i could also take your surname [usr] it's [pii] it's [pii] [pii] [sys] non and [usr] [pii] [sys] if i could also take a contact telephone number please [usr] sure it's [pii] [sys] yep [usr] [pii] [sys] [pii] [usr] [pii] [sys] right let me just save all that right i just need to type in what you're looking for bear with me and is there anybody at the property who may be considered vulnerable [pii] no right i'll just [usr] no [sys] get the appointment [usr] no [sys] slots up bear with me [usr] choose [sys] when it decides to show me that is bear with me here we go let's have a look the earliest i've got now down is for tomorrow and it's an all day slot for between eight and six ok [usr] i sorry i'm not gonna be home [sys] thursday's [usr] tomorrow [sys] all fully booked unfortunately i've [usr] is [sys] got [usr] is thursday [sys] i've only got [usr] possible [sys] two slots left for the [usr] at [sys] week [usr] all [sys] i've got tomorrow or friday [usr] ok [sys] ok no take your time take your [usr] no [sys] time [usr] problem sorry 11 2nd [pii] i'm just gonna check my calendar [sys] ok [usr] i need to get to work tomorrow [sys] ok [usr] can sorry [pii] [sys] ok [usr] can i [sys] understood [usr] i might have a wee think about [sys] no [usr] this because [sys] problem [usr] it will have to be next week and and [sys] no [usr] i'll [sys] problem [usr] i'll maybe [sys] good luck [usr] just see [sys] [pii] [usr] if i can get someone locally [sys] you take [usr] to [sys] care [usr] sort [sys] bye [usr] i'll give you a buzz back [sys] thank [usr] though [sys] you bye [usr] if i don't get anywhere but thanks much cheers now you too bye bye | 0Appointment / Booking
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[sys] thank you [usr] a [sys] for [usr] comment [sys] calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing service did that you can now book drainage services online in a few easy clicks visit dinu 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 welcome to my name's [pii] how [usr] hi [sys] can i help [usr] i was just wondering if i could get book a a an appointment to get someone out and look at our dr please i tried to go on your site but it doesn't seem there's any available dates at all i don't know whether it's a mistake or whether you are [sys] right [usr] booked up until december [sys] ok shouldn't be normally [usr] eh [sys] what's your [usr] [pii] [sys] post code there give me one moment because i think there may have been an issue with the local teams online availability at the minute give me a moment let me bob you across [usr] right [sys] to them they should be able to get it booked in for you and get it put into the right date one moment i'll get you across 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 [usr] hi [sys] good [usr] i [sys] afternoon [usr] was looking to see if i could book someone to come out in the car please [sys] you're looking at the earliest [usr] it's [sys] would be next [usr] not [sys] wednesday [usr] urgent [sys] or forward [usr] it's a it's a problem [sys] at the moment [usr] we've been dealing with for a while it's just we every time it rains or it's really dry we even get smart sewage and i think i think it's just a downstream problem [sys] right not [usr] eh [sys] a problem [usr] [pii] [sys] what was your your postcode and address [pii] [usr] sorry [sys] wednesday [usr] let [sys] we'll [usr] me just [sys] be all the appointment [usr] my [sys] between eight [usr] my [sys] and six [usr] calendar [sys] is that ok [usr] hang [sys] for [usr] on a second [sys] you [usr] wednesday the what day sorry [sys] not a problem [usr] the 20th [sys] wednesday's [usr] i can't unfortunately [sys] third or [usr] i [sys] the 20th [usr] do that it was the next available after that [sys] it would be [usr] no [sys] the thursday [usr] don't [sys] or the [usr] worry [sys] friday [usr] what about the monday the 25th great perfect [sys] i can do that it's easier for me to be honest it's the 25th of september and that's [usr] it's [pii] [sys] [pii] what was your full address [pii] [usr] and that [pii] [pii] [sys] and your name still not [usr] it's [sys] is [usr] it's [sys] this [usr] our [sys] a she [usr] house [sys] and fiona [usr] there doesn't seem to be any problems with the house drain but we think it might be a a drain going from the house to the main sewer [sys] right what i'll do i'll give you a price it's 100 and £70 to unblock it that's the standard price for a standard unblock if it is a sheer drain it's 1 70 for the first hour and then £30 per 15 minutes both those prices do include that and we do request [usr] at [sys] payment [usr] the moment we're [sys] on [usr] probably [sys] completion [usr] just looking [sys] is that ok [usr] to see [sys] for [usr] whether [sys] you [usr] someone's come down and just scope it or something is that would they be doing that as well we just look [sys] if we do an investigate if you check it for you and do a small investigation [usr] ok [sys] it's £90 [usr] i'll just write this can i just write this down i can check to my partner tonight is that all right [sys] not a problem do you want me to give me a buzz back if you want to go ahead i mean there's [usr] is [sys] obviously [usr] that can [sys] there's [usr] i [sys] plenty availability [usr] can [sys] at [usr] i just [sys] the moment [usr] take [sys] for that [usr] a note [sys] day [usr] of those prices [sys] or do you want me just to [usr] it's [sys] book it for you [usr] can you say this again for me [sys] yep it's 100 and 70 for the first if it's a sheer drain it's 100 and 70 for the first hour and [usr] ok [sys] then £30 for 15 minutes ok [usr] ok [sys] it was just a standard [usr] and [sys] unblock [usr] that with [sys] it's just 100 [usr] unlock [sys] and [usr] is [sys] 70 [usr] that in the house you mean [sys] yes just in general just for this external or internal it's just a standard unblock the dos are not shared and if we just do an [usr] ok [sys] investigation [usr] would [sys] for [usr] that [sys] you it's [usr] an investigation [sys] £90 [usr] would that be and then the blocking would be extra on top of that as well [sys] dumb would be the we would two separate prices if you just did a for you it would be it would be the 1 70 you would be charged both prices [usr] all right [sys] it would [usr] if [sys] just [usr] it was [sys] be either [usr] a shared [sys] 90 [usr] drain [sys] or [usr] it would be [sys] 1 [usr] 1 70 [sys] 70 [usr] per hour and then every 15 minutes standard unblock what's the [sys] yep [usr] between [sys] yep [usr] the standard [sys] yep [usr] unblock and the shared drain [sys] and just 17 standard unlock it's the drains are not shared it's just [usr] all [sys] your own [usr] right [sys] drain it's not shared with your neighbors [usr] but [sys] or anybody [usr] if it was just the drain [sys] that [usr] if [sys] that's [usr] if [sys] just [usr] it [sys] a [usr] was [sys] standard [usr] even [sys] unblock [usr] if it was the drain that came [sys] and that's [usr] of [sys] just [usr] the house [sys] a set [usr] as [sys] price [usr] long as we [sys] of 1 [usr] share [sys] 70 [usr] it with the neighbors ok [sys] yes [usr] and then [sys] it would just be 1 70 yep [usr] sorry the number was 1 17 the share drin is 1 70 per hour is that right ok [sys] 1 [usr] ok [sys] 70 for the first hour the first hour on site is 1 70 [usr] ok [sys] then it would be £30 [usr] because [sys] per [usr] cos [sys] 15 minutes [usr] the mine's not very good i'm gonna move to a different part of the house cos the the we they're a bit downstream from us on the driveway and they what happened was that the main drain going from their house to the the shed drain to the road had been cracked [sys] hm [usr] that's been replaced their problem their drain is now fine but we can still flush our toilets and stuff because every time it's raining today we get a smell of sewage in the house i think it's probably a problem with the drain from our house to that sewer i mean obviously i'm not a specialist [sys] possibly possibly [usr] i'm just guessing but but you think that's probably gonna well maybe we'll be 1 72 then if it's not a problem with the ok [sys] i would think [usr] ok lovely [sys] i would think [usr] all right [sys] i would just be your your standard unblock for you well i can get this booked for for monday 25th [usr] great [sys] for you anyway and if you want to cancel it just give us a call back [usr] sorry [sys] on this [usr] say [sys] number [usr] again [sys] would you want me to give you the office number direct you can phone us direct [usr] that would be really helpful that'd be really [sys] do [usr] helpful [sys] you want me to give you the office number direct we going back to the call center [usr] i i'm [sys] all right [usr] sorry the line it's [sys] my [usr] it's [sys] name [usr] it's [sys] is [pii] [usr] my fault [sys] i do [usr] that the [sys] run [usr] the [sys] the drains [usr] line [sys] department [usr] is terrible [sys] anyway [usr] it's my fault [sys] and it's 01 is a bad my [usr] right [sys] my name is [pii] and i'm in the drains department anyway and the phone number here is [pii] [pii] [usr] that's [pii] it's [pii] [sys] 840 [usr] and you would be able to come out on sorry [sys] yes [usr] the 25th of september [sys] the [usr] and that [sys] the [usr] will be [sys] 25th [usr] a [sys] of september the week on monday i can [usr] sorry say [sys] i can [usr] again [sys] do it in the morning for you that day if that's easier between 81 a morning call [usr] that would be amazing if you do that one that'd be brilliant [sys] i can do a morning call for you on that day [usr] [pii] [sys] yep not a problem at all what was your phone number [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] -huh [pii] yep [pii] i'll get that job [usr] brilliant [sys] booked just now for you should receive a text confirming [usr] that's amazing [sys] that booking [usr] thank [sys] shortly [usr] you much [sys] to [usr] and what [sys] your [usr] time [sys] mobile [usr] is it a morning [sys] if there any issues [usr] is [sys] just give [usr] it eight [sys] us a call [usr] till 12 [sys] back on this number [usr] or [sys] right thanks [usr] lovely thank you much [pii] you're helpful [sys] and that's between [usr] cheers now [sys] between [usr] bye [sys] eight and eight and one all right no problem thanks cheers now bye bye | 0Appointment / Booking
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[usr] up she [sys] thank [usr] hung up [sys] you for calling dino rod [usr] she [sys] partners [usr] hang up [sys] with british gas [usr] i started [sys] please [usr] 2000 [sys] listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require 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] couldn't [sys] 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 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 good afternoon you're speaking to [pii] at dino how can i help [usr] good afternoon speaking i'd to book a call out emergency service if you can come out to my property because my drainage is blocked and [sys] ok [usr] it looks [sys] what [usr] it's it's it's blocked between the building and the or somewhere because it's two different toilets flushing there and the water is backing up [sys] what's the postcode for there please [usr] it's [pii] [pii] [pii] [sys] [pii] [usr] [pii] [pii] at the end [sys] ok and what's the first line of your birth there [usr] pardon that [sys] what's [usr] line [sys] the [usr] of [sys] first [usr] the [sys] line of your [usr] it's [sys] address [usr] the is the name of the house is a wentworth house [sys] ok is it a commercial building is it [usr] pardon [sys] is it a is it a commercial building [usr] well it it's a private property [sys] but is it is it is it your house or is it a company that's run from there [usr] it's a private house it's a private house [sys] the house ok give me a second [usr] ok [sys] and you said it's called wentworth house [usr] well the [pii] yes [sys] ok and i'll just check you don't have any cover with british gas for your drains at this property [usr] i i don't think no [sys] ok and anybody classed as vulnerable there at all [usr] no [sys] ok can i just take your name [usr] hi there i'm going to report this on my name which is [pii] [pii] [pii] it's [sys] you say [pii] you say [pii] [usr] [pii] [pii] they're not pregnant [sys] two nights [usr] it's just looking up the [sys] and what's the best contact number for the engineer to give you a call on [usr] it's [pii] [sys] yep [usr] [pii] [sys] ok [usr] nothing that some of you myself off [sys] two minutes [usr] a make up [sys] ok they can get somebody out today for you it's £225 for them to come out and get that unblocked for you [usr] right that's fine [sys] any payments will be taken by the engineer by debit or credit card once the job's been completed that's all booked in for you and the engineer will give you a call once it's on the way for you today [usr] ok do you have any rough idea what [sys] you [usr] time [sys] you'd [usr] we can expect [sys] probably [usr] him [sys] be looking between now and six o'clock [usr] now on six o'clock all right thank you [sys] no problem at all bye now [usr] thank you very much bye | 0Appointment / Booking
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[usr] can they not do one cos [sys] thank [usr] we've got stagger [sys] you for calling [usr] at one [sys] dino rod partners with british gas [usr] we've already got sanger at one [sys] please listen to the options carefully we can get you to [usr] 01 [sys] the right [usr] 15 [sys] team [usr] 1 15 [sys] if you need any help [usr] ok [sys] with a drainage problem press one if you require [usr] bye [sys] did that you can now book drainage services online in a few easy clicks visit dino dot com for details [usr] no [sys] alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to how can i help [usr] hello can i give you a reference number please [sys] go ahead [usr] it's dyw 03 47 84 [sys] yep [usr] 19 [sys] yep [usr] have you got that on on your desk i called earlier today and was told that someone would be there before six or the tenant would be phoned before six and she's just phoned dina [pii] and said ohh it's not booked until tomorrow for a call out [sys] he says the date's been booked in for today [usr] cos it's an emergency cos it's a blocked soil pipe waste is coming up into the shower and they can't use the toilets and it's affected 22 flats in the building [sys] i mean on the system it says it's booked in for today as an emergency [usr] what time i mean what time do you guys work until because it's gonna get dark at seven isn't it half seven i mean it does [sys] we [usr] it doesn't [sys] work [usr] matter [sys] until [usr] if it gets dark but [sys] er we work until midnight [usr] you work until midnight ok ok it's definitely booked in for today [sys] that's what it says it [usr] ok [sys] says the the sixth today [usr] ok sure all right then thank you who am i speaking to [sys] my name's [pii] [usr] [pii] ok alright thank you [pii] ok bye bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or 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 good afternoon you through to my name is [pii] how can i help [usr] hi i've i've got a major problem at my property and i think i might need a drain unblocked [sys] ok is that domestic property [usr] yes it is [sys] have you ever had dina there before [usr] i only moved here two months ago [sys] no worries and you've not got british gas home care cover plumbing and drains have you [usr] not that i think i can remember no [sys] no worries can i take your postcode [usr] it's [pii] [sys] [pii] [usr] [pii] for [pii] for [pii] [sys] and the first line of your address [usr] it's [pii] [sys] can i take your surname [usr] [pii] [sys] ok can i have your contact telephone number as well [usr] of course it's [pii] [sys] [pii] [usr] [pii] [sys] ok and can i take an email [usr] of course it's [pii] [pii] [pii] [sys] and there's no one at the property who's a vulnerable person is there [usr] no [sys] ok and what's the situation [usr] i have an overflowing outdoor drain which unfortunately has been going on for long the water is now coming into the house my utility room is now under water [sys] is it connected to the toilet waste system at all dno [usr] i and it's connected we think to the hand basin waste [sys] ok du du du du [usr] i don't think it's foul water drainage i think it's just normal water [sys] sure no worries ok do do do do a rough estimate 100 and 80 that includes the va t it's just adding availability excellent i've got an appointment available today between now and six [usr] you hester thank you sorry i'll open as quickly as i can but i'm just not keeping on top of that thank you [sys] no it's no problem at all ok we'll get that booked then it's payment upon completion by card or cash the 180 includes the va t and the engine will give you a call prior to arrival ok [usr] absolute superstar thank you much [sys] my pleasure you take care ok [usr] you too thank [sys] all right [usr] you [sys] all right we'll see you soon [usr] thanks [sys] bye [usr] take care bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 thank you for calling [pii] speaking how can i help [usr] hello i've just i think i've just been speaking to somebody else about the problem and i've i've cut them off i've accidentally cut them off [sys] right ok [usr] i've come through to yourself now i don't think you'll be able to get through to that the details when you that he was taking no [sys] i i don't know who it was she spoke to [usr] sorry about that [sys] no no problem [usr] ok the problem was that i was discussing with him was that six months ago we'd had a blockage in our downstairs toilet that the the water when you flush the toilet the water would come up through the sink and and it and it would fill the toilet bowl and then it would drain extremely slowly to the point that we stopped using it altogether it's it's sorted itself out but it took a good few weeks of us just not using the toilet at all but since then i've noticed i a funny smell about it and i've also we've started getting a lot of tiny black flies in the downstairs toilet as well we'd had this discussion about what what we should do and he'd suggested getting somebody to come [sys] ok [usr] and obviously have a [sys] i can have [usr] and [sys] a look for [usr] and [sys] you and [usr] and [sys] is [usr] see [sys] it a domestic [usr] what [sys] property [usr] needs doing [sys] is it [usr] really to clean the whole drain out [sys] and do you have british gas home care cover for plumbing and drains [usr] it is [sys] no no problem at all yes if i could start by taking the postcode first of all [usr] no we don't [sys] let me have [usr] of course [sys] a look [usr] it's [pii] [pii] [sys] and if i could also take the house number [pii] right let me just see if i can find it is that [pii] [usr] [pii] [sys] and if i could take your first name please [pii] [usr] yes that's [sys] thank [usr] right [sys] you and if i could just take your surname [usr] it's [pii] [sys] and [usr] [pii] [sys] if i could also take [usr] mv [sys] a contact telephone number [usr] [pii] [sys] please yep [pii] right let me just save up [usr] [pii] [pii] [sys] right i'm just gonna type in what you've told me [pii] bear with me [usr] sure [sys] and can i ask is there anyone at the property who may be considered vulnerable right bear with me [pii] i'm just gonna get the appointment slots up let's see what we've got [usr] no [sys] when it decides to show me that is [usr] ok that's fine [sys] here we go right let's have a look the earliest i've got now [pii] is for tomorrow and it's an all day slot for between eight and six would you be available no ok no no no not at all no that's fine ok i've got i've got a slot for monday morning or monday afternoon if that's of any help [usr] no sorry [sys] ok [usr] it's a bit short notice [sys] morning is between [usr] and [sys] eight [usr] i'm working [sys] and one [usr] friday [sys] [pii] is that ok [usr] it be next week sometime [sys] good yes it is cos i can't believe it's the [usr] monday [sys] 18th [usr] morning [sys] next [usr] would be [sys] week [usr] fine [sys] my god honestly i feel [usr] that's absolutely [sys] i only turned [usr] fine [sys] my [usr] thank [sys] calendar [usr] you is that the [sys] a couple [usr] 18th [sys] of days ago ohh my god [usr] that's that's absolutely fine [sys] anyway what i'll do is on [usr] i know [sys] monday [usr] i know [sys] i'll get the engineer [usr] it'll be [sys] to [usr] christmas [sys] give you [usr] before [sys] a call when [usr] it [sys] they're on their way ok [pii] let me explain how it works as well the engineer will come out they'll have a look at what's going on and once they've had a look they'll give you a to be done and you can just pay the engineer at the end of cash or card if for any reason [pii] [usr] that's [sys] you don't [usr] great thank [sys] want [usr] you [sys] to go ahead you can say no and if you do say no you don't pay anything because there's no call out charge but what i can tell you is is that if you do decide to go ahead with any work prices start at 100 and £70 including va t is that ok no problem all right let's get that booked in go on ohh of course they will no problem there you go [pii] that's all booked in for you the engineer will be with you on monday [usr] ok [sys] morning and i've asked them to give you a call when they're on their way [usr] that's ok thank you [sys] pleasure [usr] do [sys] you're very [usr] they [sys] welcome [usr] examine [sys] take care [usr] the [sys] [pii] [usr] drain to see what's causing [sys] bye [usr] it ok that's fine thank you that's great thanks for your help thank you ok thanks bye bye bye | 0Appointment / Booking
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[sys] thank you for calling [usr] ok [sys] dino rod partners with british care 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 hello good [usr] hi [sys] evening welcome to my [usr] i [sys] name [usr] urgently [sys] is how [usr] need [sys] can i help you [usr] a a diner rod team to come to to my house because there seems to be a blockage between the last drain manhole and the road i need it pushed through [sys] ok do [usr] i [sys] you have [usr] do [sys] a home care policy [usr] yes [sys] with british gas for plumbing and drains ok [usr] and will will [sys] i'll need [usr] they [sys] to [usr] help [sys] transfer [usr] me as [sys] you over [usr] quickly [sys] to british [usr] or [sys] gas [usr] do i is [sys] then [usr] it better just to order it through you ok all [sys] no [usr] right perfect [sys] they [usr] thank [sys] they will help [usr] you [sys] they'll book it in immediately press hold on [usr] hi [sys] welcome [usr] i'd [sys] to british [usr] to [sys] gas [usr] book [sys] speaking [usr] a diner [sys] how [usr] rod [sys] can i assist [usr] team [sys] today [usr] i i need a there's a blockage on my drain [sys] bye [usr] and it seems seems to be from the from the [sys] it sounds [usr] front garden [sys] it [usr] through [sys] sounds [usr] to the the the street [sys] your first name is [pii] am i right ok not a problem sir can you please confirm [usr] my [sys] your [usr] postcode is [pii] [sys] post code or your home care [usr] [pii] [sys] number be awesome [usr] [pii] [sys] you [usr] [pii] [sys] yes [pii] [usr] [pii] [pii] [sys] alright and what is the house number which is 2000 [usr] there's no house number that has his house [sys] what [usr] names [sys] is the house [usr] it's called [sys] number [usr] [pii] [sys] the time slot ok let me just check you just check you said the the post code is [usr] eight [sys] for [pii] lima number six ok [usr] ssl [pii] [sys] eight then also having to pay my which is about 1200 ok i'm trying to check it alright do you have any maybe any mobile number or the [usr] [pii] [sys] the landline that is linked with the account [usr] [pii] [sys] yes [usr] [pii] [sys] yes [pii] thank you very much let me just check with it [usr] it's [pii] [sys] alright thank you very much can you kindly please confirm your full name i every month thank you very much the address it's it's [pii] alright let me just check alright can you kindly [usr] please [sys] please hold the line [usr] thank [sys] see while [usr] you [sys] i'm trying to check up on the availability of the engineer thank you it's a hard 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 [usr] no problem [sys] right sir thank you very much for holding on the line again ok you said [usr] yes they would just [sys] because [usr] need to [sys] it's [usr] push [sys] a blockage [usr] it through to the road i think no [sys] ok [usr] it's outside the [sys] is [usr] house [sys] it inside [usr] it's [sys] your house or outside [usr] it's in the front garden and then they'll be able [sys] i'll [usr] to [sys] stay [usr] push [sys] home [usr] it through to the road i think through past [sys] hm [usr] the front [sys] ok [usr] it was overflowing yes [sys] alright [usr] but [sys] is [usr] i [sys] the train [usr] i've got [sys] overflowing [usr] a i had a rod [sys] i [usr] that [sys] see [usr] i tried to push through as much [sys] ok [usr] as i could but it's still it's still up it's still full i need someone i need it sorted out because obviously the smell [sys] yes [usr] and everything from the [sys] 4000 [usr] overflowing [sys] i don't buy cages of flowing flowing and let me just check alright sir i do have an available slot that is available which is 8 a.m. tomorrow morning between 8 a.m. and 6 p.m. and on wednesday there's [usr] nothing [sys] a slot between [usr] nothing [sys] 8 [usr] tonight [sys] a.m. and 6 p.m. and the other slot is between 88 [usr] all [sys] nothing [usr] right can [sys] to [usr] we [sys] that [usr] do [sys] unfortunately [usr] first thing tomorrow [sys] sir [usr] morning then [sys] yes i will just state that on the note that the engineer once they pick [usr] because [sys] up the job [usr] the [sys] they will [usr] problem [sys] be able [usr] is [sys] to know [usr] is that [sys] they [usr] the [sys] can [usr] water [sys] arrive [usr] is just [sys] earlier [usr] going to keep on backing up and overflowing now [sys] is not it yes that's what that's what i'm thinking as well i will i just stated that on the note that the engineer can aware that the pipe is the train is overflowing [usr] ok please [sys] and that is [usr] ok [sys] out to the street as well alright you're welcome [usr] and tell [sys] ok [usr] and tell [sys] can [usr] me [sys] i also [usr] you said you [sys] let [usr] said [sys] me just check [usr] eight and six that's [sys] ok [usr] quite a big difference in time [sys] yes that's it when we say that the service is between 8 a.m. and 6 p.m. it depends on the engineer on the jobs that they think engineer has this job is booked as an emergency job if this was a standard job if a will arrive arrive later this is an emergency job you'll be the one [usr] alright [sys] of the first [usr] perfect [sys] customers that will need time tomorrow ok and also regards to that let me just check are you aware of the £60 excess for the [usr] yes [sys] for [usr] i am aware of [sys] for [usr] that [sys] the [usr] yes [sys] job a after the job has been done ok let me just check something ok what will happen now regards to this now our system doesn't allow us to take any payment at the moment what we will do i will send the out however after 14 after a 14 day period of we'll send you and [usr] ok [sys] an invoice to regards to the £60 because at the moment you cannot be able to to deduct the amount from the card that that invoice will be sent to you and then that [usr] perfect [sys] can be sent [usr] no [sys] via [usr] problem i'll sort [sys] your [usr] it out [sys] email or via post [usr] but it [sys] ok [usr] it's [sys] can i please have the best contact [usr] it's this [sys] number [usr] number [sys] sir [usr] that i'm calling [sys] where [usr] from [sys] the engineer can contact you on tomorrow the [pii] [usr] [pii] [sys] all right just to confirm it it's [pii] [usr] [pii] [sys] yes [pii] thank you very much sir mr [pii] you you your [usr] ok [sys] let me just check your appointment has been booked [usr] all right perfect [sys] the engineer will be arriving in tomorrow ok [usr] ok perfect [sys] but they will contact you obviously before they [usr] right [sys] come [usr] thanks [sys] alright [usr] much ok [sys] thank [usr] bye [sys] you very much [usr] bye [sys] also for calling participate thank you you're welcome thank you bye | 0Appointment / Booking
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[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 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 diner.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] hello we've got a problem with the outflow from our 22 toilets the the the outflow seems to be linked with the two as we flush it it fills the well part part fills the bowl and then gradually go away but it's getting worse and worse i think it's it's clogging up somewhere and need somebody to have a look at it if we can [sys] ok do you have a british gas home care policy or would you be looking for a one [usr] no [sys] off engineer [usr] just the one off engineer [sys] and is this your home address where you live at where you're having the issue can i take the postcode please [usr] [pii] [pii] [sys] and the first line of the address [usr] is that three curtain place [sys] and your name as well [usr] it's [pii] [sys] and your contact number please [usr] it's the one i'm ringing on it's probably the best one i can read it i can never remember it [pii] [sys] ok any vulnerabilities or health issues that we need to note down [usr] no it's ok [sys] ok we can have a look at getting a drainage engineer out to the property i'll just through the cost with you the call out itself is free of charge the price to unblock the drains monday to friday between eight and six starts from £180 if you do proceed you'll pay directly to the engineer on completion by cash or card is that ok [usr] fine [sys] have a look the next appointment we have got is thursday afternoon between one and six [usr] we do i can't do that no sorry we we've committed to something there i can do the morning but not the afternoon [sys] there's no morning appointment on thursday we've got friday morning between eight and one [usr] that'll be fine [sys] ok we'll get you booked in for friday morning then the engineer will give you a call when he's on his way and [usr] good [sys] you'll receive a text message just to confirm the appointment as well ok [usr] good ok thanks very much [sys] perfect thank you have a good day [usr] ok bye then [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right [usr] and [sys] team [usr] she [sys] if [usr] was [sys] 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 [usr] human [sys] policy [usr] in your leg and [sys] did [usr] all this [sys] that you can now book [usr] i [sys] plumbing [usr] couldn't raise [sys] services [usr] me to give [sys] online in a few easy clicks [usr] nothing [sys] visit dino [usr] everyone [sys] dot com [usr] is still [sys] for [usr] in [sys] details [usr] jeans by the way i'm wearing [sys] alternatively [usr] jeans [sys] please hold and your call will be transferred to a customer service advisor [usr] email and this is what i [sys] we record calls for quality and training [usr] this is [sys] purposes [usr] what was on my about [sys] hi you're through to how can [usr] hiya [sys] i help [usr] how are you [sys] i'm good how are [usr] i'm [sys] you [usr] good thank you i'm just ringing from a company called s3 in [pii] we have a bit of a leak in one of our bathrooms we just need to [sys] it's [usr] do [sys] a commercial [usr] that [sys] property and do you have any type of british class business cover [usr] have we got what sorry [sys] british gas business cover [usr] no [sys] no and have you got any accounts open up with or any [usr] i think we've [sys] local [usr] got an i think [sys] accounts [usr] we've i think we have an account with [sys] is it a local account or key account [usr] it would be a business account [sys] that's not something that we can i take [usr] well [sys] the [usr] we've used you guys before [sys] could i take the post code please [usr] it's [pii] [sys] who was that [pii] [usr] [pii] [pii] for november [pii] [pii] [sys] no i've not got anything there but just bear me a second i'm gonna double check see if the office in that area taking appointments [usr] i've definitely used you guys before [sys] ok [usr] this is dina [sys] yes it [usr] ad [sys] is [usr] right [sys] [pii] and you said you've got a leak is that correct [usr] just a leak in one of the men's cubicles [sys] is that because it's blocked or is is [usr] no it's coming from behind the wall or something i'm not sure it it doesn't look blocked it's just leaking some from somewhere i can't [sys] ok [usr] tell you where [sys] that's fine [usr] be honest [sys] what i can do is go ahead and book the initial appointment slot in for you and the local office which is where the engineers dispatch from within the area they'll give you a phone call back shortly to discuss the price as well as what time an engineer will be coming out if you're ok to go ahead [usr] ok [sys] with that i'd need to take the company name please [usr] it's s3 st [sys] what [usr] hr [sys] was that sorry [usr] ee s3 [sys] see i [usr] s and then spelled the number three t hr [sys] ok [usr] ee [sys] and the site contact name [usr] i'm [sys] [pii] [usr] [pii] [sys] ok your mobile number please [usr] [pii] [pii] [pii] [pii] [sys] i've got [pii] [usr] [pii] [sys] [pii] [pii] ok and and [usr] no [sys] the [usr] [pii] [sys] ok great and the first line of the address anyone [usr] [pii] [sys] out of the property that's got any vulnerabilities we should be made aware of [usr] no [sys] ok that's all booked in anything else i can help you with great you're welcome take care bye [usr] no that's [sys] bye [usr] it thanks very much thanks bye bye bye | 0Appointment / Booking
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[sys] thank you for cordano 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 sorry good morning you're through to home care you're speaking to [pii] [usr] hello i've got an appointment today it's an all day one i just wondering what time it might be because i gotta pop out for a little bit i mean there is somebody at home but i'd rather be home myself as well [sys] what appointment is that is that a plumber or is it gas [usr] sorry plumber [sys] is it a pl plumber right let me see if i can find [usr] i've got a [sys] you [usr] got [sys] can [usr] a reference [sys] i have your postcode [usr] number sorry [sys] that helps [usr] ok hold on a second it's dy dash wc i think [sys] wo dash [usr] it could be i haven't got my glasses io the numbers 373074 it's dywo [sys] leave it brought up many it should just bring up the ones [usr] i'll give you the address obviously that [pii] is it [sys] 373074 it's a touch it nothing [usr] sorry [sys] got a digit missing that's all right 374 i think it may be eight let me see and is that for [pii] [usr] no [sys] and [pii] not ne [usr] i give you a postcode address or [sys] yes [usr] it might be [sys] let's [usr] easier [sys] do postcode [usr] ok [sys] that'll be easier [usr] [pii] [sys] [pii] [usr] [pii] [sys] and your house number [usr] [pii] [sys] [pii] that's me messing that one up great [usr] it's for [pii] sky [sys] sexy [usr] [pii] [sys] [pii] [usr] i mean that's a text that i've been given with that number on it [sys] 26 there you are mr [pii] [usr] that's it sat on the wing [sys] that is an all day no no no 63 y your plumber's name is [pii] looks as if he's going to be there about 12 [usr] that ok that's ok there there's also i've i mean it's in the same room upstairs in my bedroom i it's a leaving valve and also the what it i i did it over the phone i'm sure i told her about my if you can have a quick look at my my ensuite sink [sys] that's fine just point them towards that i'll put it on the job as well we [usr] it's it's all it is right it it's just that it it when you put the w water and it it dissolves all the way to it it doesn't drain proper maybe there's a slight blockage or something i'm not sure if [sys] let's [usr] you can [sys] see [usr] just have a quick look at it i'm i'm not asking him to spend the whole day there or anything that because obviously [sys] aye [usr] i i can book that in [sys] that's [usr] again [sys] absolutely fine i'll pop that on there as well anyway on sweets bank needs a bit of attention the one thing i will say if it is a blockage because it's a plumber that's coming out he'll tell you you need to phone back and book another tell him it's a blockage but if it's [usr] i [sys] just [usr] mean [sys] something [usr] i don't [sys] to do [usr] know i mean it does drain away but it just takes an awful long long time that's all maybe he might just be [sys] it's [usr] able [sys] great [usr] to put unblock or or put [sys] i [usr] the rods [sys] know [usr] in quickly maybe you [sys] that's [usr] know [sys] it and they just get it to go on a wee bit [usr] i mean if you can have a quick look at it he might be able to do something quickly or whatever and then i'll [sys] huh [usr] leave it with him to rebook it or whatever whatever [sys] that's [usr] guys [sys] it exactly i'll i've popped it on the notes and just asked them to have a look at [usr] just have a quick [sys] it [usr] butcher that that would be fine [sys] and see what it says [usr] ok you're saying it should be about midday is it or [sys] that's that's the time that he's got estimated time of arrival well [usr] ok is he gonna call me beforehand or text or [sys] well the number that he's got ends in [pii] [usr] [pii] that's it [sys] it's the mobile that you're calling from [usr] that's it that's the one [sys] right hopefully [usr] one now [sys] he doesn't i know [usr] hopefully [sys] hopefully he's [usr] before [sys] not [usr] 12th [sys] too long [usr] ok it shouldn't be too long for me ok that's brilliant thanks for that [sys] no problem at all [usr] thank you bye [sys] have a good day [usr] and yourself happy [sys] thanks [usr] new year [sys] you too [usr] bye bye ok [sys] bye [usr] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or [usr] i [sys] if you have an existing home care policy [usr] drainage [sys] it's three [usr] drainage [sys] did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading fling and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] [pii] please then i've got down at [pii] i'll wait for these to answer if not [sys] our local [usr] i will have [sys] teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] that my that [sys] whatever the problem we'll send an expert dino engineer to your [usr] why [sys] home to provide [usr] do [sys] a free [usr] you [sys] no [usr] that [sys] 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.com [usr] no eight lo [sys] dino is one of the uk's leading plumbing and drain services afternoon you're through to [pii] at dino how can i help [usr] and i wonder if you can i was seeing if i could book someone to come out to our work place today the toilet's not flushing properly [sys] of course is it a commercial premises [usr] a commercial property was that [sys] yes is it a work a workplace [usr] sorry work [sys] ok and do you have british gas home care cover at the premises [usr] i haven't got a clue [sys] it [usr] we don't deal with the utility side of it here [sys] that's fine we just have to just double check just because some times [usr] i [sys] house properties are turned into commercial businesses and is the billing address gonna be the same address as where we were attending [usr] yes [sys] ok [usr] please [sys] what's the postcode of the property [usr] it's [pii] [pii] [pii] [sys] thank you ok what usually happens is we get all the information we pass it over to our local office they then call back with a date a time and a price as to when they can attend you is that ok [usr] i mean if we i was hoping for today just because we've only got one toilet here [sys] i'll put it on the notes and then they'll be able to give [usr] thank [sys] you a call to [usr] you [sys] confirm it what i'll also do is i'll provide you with their contact number if you want to give them a call if you've not heard anything in the next half an hour [usr] lovely [sys] ok [usr] thank you [sys] let's have a look that's the package ok and is there anyone vulnerable affected by the issue anyone with illnesses or disabilities affected at the premises who can't use the toilet [usr] no [sys] ok and what's the first line of the address [usr] it's life chiropractic [pii] [sys] thank you it was li the company's name is life cairo [usr] life [sys] perfect [usr] chiropractic i see [sys] live chiropractic center [usr] sorry and then it's [pii] center [sys] ok and the company's name is life chiropractic [usr] but i think usually when you type that it comes up automatically the address [sys] right ok but the company's name is just life chiropractic brilliant thank you and who would be the site site [usr] that's [sys] contact [usr] all right [sys] who do we speak to when we attend [usr] my name's [pii] but the only thing is i'm only here until two o'clock otherwise it would be [pii] [sys] ok and sorry what was your name [pii] [usr] [pii] [sys] is that ie at the end [usr] it [sys] and [usr] is [sys] [pii] as well was [usr] sorry [sys] it [pii] and who was the other lady [pii] [usr] [pii] [sys] thank you and the best contact number for us to con contact on [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] brilliant and do you have an email address [usr] it's [pii] [pii] [sys] sorry could you just confirm that i've got [pii] [usr] [pii] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] brilliant thank you just going on to our job booking page [usr] that one [sys] how many toilets are on site [usr] sorry i lost [sys] toilets [usr] you then how [sys] are [usr] many [sys] on site [usr] we've just [sys] ok [usr] got the [sys] and it's the one toilet that's blocked ok [usr] yes [sys] only toilet on site is blocked you've got no other toilet that can be used [usr] no [sys] five blocks and is the sewage overflowing outside or inside [usr] no [sys] ok [usr] not that i can see [sys] what time are you open till [usr] we're here until eight o'clock [sys] pm and and you sorry did you say you were there until two o'clock [usr] i'm only here till two [sys] 2 p.m. and after it is claire [usr] plow [sys] ok what i'll need to do is just send that information down to our local office and they will get that appointment booked as soon as they possibly can they'll call with the date and time the price as to when they can attend what i'll also do is i'll give you their contact number in case you've not heard anything within the next half an hour and then you'll be able to find out what's going on with everything [usr] yes [sys] it'll just be two moments while i get that appointment [usr] no worries [sys] booked in [usr] no probs [sys] the toilet ok that that's all been sent over to them now in regards to the contact number have you got pen and paper to note this number down ok two [usr] i [sys] moments [usr] have [sys] ok the contact number is and it decides to upload [pii] [usr] [pii] [sys] [pii] [pii] brilliant that's [usr] lovely [sys] all been sent over to them now [usr] ok [sys] is there anything [usr] brilliant [sys] else i can help you with all right then take care [usr] no [sys] bye [usr] that's [sys] bye [usr] it thank you thank you you too bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help you today [usr] hi there mate i just wondered whether somebody could come look at the toilet please i've got a blocked toilet downstairs [sys] normally [usr] well it's not blocked now but it's not going down as good as it normally does [sys] ok no worries can i take the post please [usr] st five three papa lima [sys] right ok we have to pass it over to your local office for that is that ok [usr] you what [sys] i'm [usr] sorry [sys] gonna have to pass you over to your local drainage department which is your local office [usr] no problem [sys] is that all right [usr] ok [sys] no worries [usr] no [sys] they [usr] problems [sys] can get you booked in with an apartment a nice [usr] ok [sys] day bye bye [usr] thanks [sys] good morning [pii] speaking [usr] hi [pii] ok i just wondered whether i could make an appointment please to someone for [sys] do [usr] someone [sys] you wanna [usr] to come [sys] ok [usr] out if possible [sys] sorry but where are you calling from sorry [usr] where am i calling from the post [sys] if [usr] code [sys] i could [usr] do [sys] take [usr] you mean [sys] the post code please [usr] [pii] [sys] sorry [pii] [usr] [pii] [sys] we don't cover that area let me just get you the number that does bear with me a second are you sure how you got through to us [usr] wow i've gone through to the website i've i've i've gone through to the website on the [pii] number i got through to another chap he's transferred me to you and now [sys] i'm i'm really sorry we we don't have an sst unfortunately we're in in [pii] i can give you the number if you've got a pen [usr] right [sys] [pii] [usr] [pii] [sys] that's the number [usr] is that the one that's the number i've rang [sys] what [usr] and i've now been transferred twice [sys] and your postcode is [pii] that would be them i'm not too sure why they they've said it's not let me try and transfer you and i'll speak to them quickly [usr] no no they've not said it's not i've not they've not said it's not i've just not been able to get through to anybody i got through to a guy down in [pii] and now he put me [sys] right [usr] through to to [sys] sorry [usr] you [sys] i would i don't know then that the number on the system i haven't spoken to them before [usr] ok if you [sys] right [usr] could put [sys] i'll [usr] through [sys] try [usr] that would [sys] to [usr] be [sys] one [usr] amazing [sys] second [pii] how can i help [usr] ohh hi [sys] it [usr] you [sys] isn't i'm afraid [usr] is that [sys] if [usr] [pii] [sys] you need [usr] branch [sys] to speak to [usr] [pii] [sys] them specifically [usr] branch [sys] i can put you through to them [usr] i i've come through to three different people now mate who've all [sys] i'll [usr] tried to put [sys] i'll [usr] me through [sys] get you that [usr] i'm [sys] number [usr] getting [sys] as well [usr] a bit a little bit frustrated [sys] ok [usr] i spoke to someone in [pii] [sys] bye [usr] i've got the number mate that's what i rang i rang their number first and i've got through to [pii] [sys] what number are you calling [usr] and now through to yourselves [pii] [sys] that's definitely [usr] is [sys] the [usr] on the website [sys] local office number obviously do you mind if i try that number again just in case i'll obviously hang up on the line just make sure that [usr] i've just i've just been speaking to a lady i've just been to her she's just done the same and [sys] it's [usr] then i've [sys] just [usr] got you [sys] obviously if there is an issue [usr] all means [sys] as well [usr] try [sys] then this [usr] can [sys] is [usr] try [sys] the person [usr] mate [sys] that we've heard about it i'm gonna have to obviously contact that manager independently and then just say to them [usr] please please cos i i've just spoke to a lady in [sys] hm [usr] in [pii] she tried to put me through and now i've got [sys] they [usr] you [sys] broke [usr] there's [sys] it [usr] clearly [sys] and [usr] there's [sys] is [usr] clearly [sys] it a blockage [usr] a problem [sys] that you [usr] somewhere [sys] have right just give me two secs [usr] it is yes [sys] as i said i will hang on the line just it goes [usr] ok [sys] to silent for two secs [usr] ok thanks [sys] morning [pii] hi [pii] it's [pii] from [pii] [pii] hi [usr] ohh hi there is that [sys] no [usr] no [sys] i've [usr] it's carry [sys] got [pii] [usr] he he's [sys] the [usr] a customer [sys] guy from the [usr] again [sys] local office on the phone mark this lady's tried to call your office a few times and she's been bounced around [usr] ok [sys] the country i just wanted to call and make sure that your phones are working ok we can we can sort this out for you now all right thanks a lot bye bye [usr] ok thank you [sys] aye [usr] ok bye hi [sys] which [usr] mate [sys] number [usr] you ok [sys] have you been charming [usr] are you ok ohh mate i rang the number on the website [pii] i got somebody in [pii] he transferred me through to someone in [pii] then i've just spoke to that guy and then he [sys] you want to our direct [usr] i've had [sys] number [usr] a bit [sys] it's [usr] of [sys] [pii] [usr] a [sys] [pii] [usr] right ok cos on [sys] no [usr] the website [sys] that's the one [usr] it [sys] don't [usr] it [sys] know [usr] hasn't [sys] advertised [usr] got that on [sys] that is [usr] there mate it's only got the [sys] or [usr] the [sys] direct [usr] one [sys] direct numbers [pii] [usr] ohh ok right ok right ok thank you anyway could you please help me if you don't mind i've got a problem with my downstairs toilet the past week or it's been flushing really slowly i've got myself a plunger your normal home diy steps and then it goes it goes and then it's ok and then [sys] he's back [usr] a couple [sys] again [usr] of minutes days later or a day [sys] it's [usr] later it goes back up again [sys] it sounds [usr] there's clearly [sys] it's outside [usr] clearly [sys] do you want us [usr] something [sys] what's [usr] going [sys] the name [usr] on [sys] and address we'll pop over and have a look for you [usr] please mate i've got the post code as [pii] [sys] ok [usr] [pii] and but the house number's number [pii] [sys] and what's the name [usr] it's [pii] [sys] all right is that your surname s six [usr] it's [sys] six [usr] [pii] [sys] that's probably [usr] the surname [sys] why they passed [usr] sorry [sys] you around the country never mind [usr] well no they [sys] lovely [usr] didn't even ask [sys] jesus [usr] didn't even didn't even ask for my name [sys] ohh dear [usr] mate to be fair [sys] what's [usr] they didn't even [sys] your [usr] know [sys] phone [usr] who [sys] number [usr] i was no anyway [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] i'm sure haven't got [usr] [pii] [sys] [pii] in [pii] at the moment as we speak we based in [pii] anyway [usr] have you i mean i am at home today i'm i am at home [sys] i'll [usr] today [sys] get it done [usr] if [sys] today [usr] you if [sys] for [usr] someone [sys] you [usr] could come today that would be amazing please [sys] i get they'll they'll [usr] ok [sys] ring you [usr] thank [sys] they'll ring [usr] you will [sys] you before [usr] they ring [sys] but [usr] or [sys] you'll [usr] will [sys] get [usr] they just [sys] a text [usr] pop [sys] you'll get [usr] pop [sys] a text [usr] in [sys] with a reference number on [usr] ok [sys] and then with our number you've got our number and then [usr] ok [sys] they give you a ring half hour an hour before [usr] ok [sys] no problem i'll get you booked in now [usr] brilliant [sys] ok [usr] thank you very much [sys] thanks [usr] thank you [sys] thanks bye bye [usr] all right ok thank you ok bye bye bye | 0Appointment / Booking
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[usr] we know we [sys] thank you [usr] best [sys] 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 [usr] ok [sys] dino.com for details alternatively please hold and your call [usr] ok [sys] will be transferred to a customer service advisor we record calls for quality and training purposes [usr] i'm not [sys] hi [usr] blue [sys] you through to how can i help [usr] hello [sys] hi you're through to dino how can i help [usr] i have a plumbing issue at my house [sys] what's the issue madam [usr] it's a mixer tap 40 [sys] mix it up no problem what's the postcode [usr] [pii] [sys] is that [pii] hotel [usr] b [sys] alpha 11 q for quebec a for alpha [usr] yes [sys] ok and the first line of address [usr] number [pii] [sys] [pii] no problem i'll just confirm that's your residential property and you don't have home care with british gas for plumbing and drains [usr] no we have the thing is that my landlady has that she asked me to call her name is [pii] [sys] is it the mixer tap with the shower or with the normal [usr] yes [sys] t [usr] the the shower [sys] the shower ok i don't think that's included in the home care policy it's gonna be a billable job if your landlord is paying for it they'll need to call us and book it i'm just gonna double check if it's included or not i'm just gonna pop you on hold for a minute is that ok [usr] it's fine [sys] perfect i thank you for holding ok i'm gonna pass you through to british gas you can book your no job in through british gas home care policy mixer tap should be covered just tell them that it's you have an issue with the tap and you need a plumber i think if you don't mention shower then it is best i'm gonna pass you through to british guys and get that booked in for you [usr] because i called the british gas they came in the morning today i thought there's some problem with the boiler then they check the boiler and they said it's a mix set up fault you have to call the dialer road that's why i called [sys] no they sh they told you the wrong thing sorry they should have said called british gas home care maybe he didn't know you had a home care that's why [usr] no he he knows he knows he [sys] that's [usr] checked [sys] all he needs [usr] the home care policy and he said i have the the my land is covered for plumbing and everything i can call you guys that's what he said to me [sys] they always have the wrong information to call because they just call us really when they shouldn't they should call british class but no worries i'm gonna put you in the queue i think there's about 25 minute wait you can either do it over the phone with them or you can do it online should i put you in the queue [usr] put it in the queue yes [sys] no problem [usr] thank you [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 [usr] information [sys] energy hive and new boiler offers search british gas offers online or ask us today [usr] that's my my doctor cific number six 56 [sys] at british gas [usr] ok [sys] 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 [usr] no that is hard i think i said it that tell me about this is in your little baby [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 got 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 [usr] ok [sys] it's quicker and easier to call from a number we've got on file for you it's a good idea [usr] i [sys] to make sure your contact details are up [usr] it is [sys] to date [usr] a you're gonna ask him to the money for the next [sys] did we can cover your home electrics kitchen appliances and plumbing and drains [usr] ok [sys] too ask us about upgrading your cover today have [usr] african [sys] you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test [usr] no [sys] them regularly and [usr] and [sys] to [usr] the [sys] get [usr] other [sys] your [usr] one [sys] gas appliances serviced every year 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 freezing pipes are one of the most [usr] from [sys] common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got [usr] stop [sys] a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor [usr] i know [sys] or one of our engineers about getting one 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] no thank you what and that all [sys] did [usr] of us [sys] you can book an annual service visit or repair [usr] no thank [sys] online [usr] you [sys] it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone [usr] i that morning is it all maybe she was in the probably 40 [sys] looking for our latest energy hive and new boiler offers search british gas offers online or ask us today [usr] i was [sys] at british gas [usr] why [sys] we're [usr] clear [sys] hiring [usr] mustard [sys] a new apprentice every day until 2030 powering [usr] right [sys] the skills of the future and helping customers create greener more energy [usr] doctor [sys] efficient homes [usr] the new blood i mean butter i mean i [sys] want to save a few £100 a year on your energy bills ask us [usr] natural [sys] how a high thermostat could [usr] that's [sys] help [usr] but all in the in [sys] if you have home [usr] no [sys] 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 got 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 [usr] no was it [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 did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today [usr] bye you do [sys] 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 [usr] crap [sys] serviced every year [usr] ok [sys] 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 [usr] what ok hello [sys] freezing pipes are one of the most common causes [usr] and [sys] of [usr] kill [sys] boiler [usr] it [sys] breakdowns in winter the best way to prevent this from happening [usr] one [sys] is to wrap insulated [usr] monday [sys] materials [usr] three [sys] electrical [usr] hours [sys] heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one [usr] the what that [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] no no i order [sys] did [usr] how much [sys] you can book [usr] now [sys] an annual service visit or repair [usr] bye [sys] online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone [usr] you [sys] 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 [usr] right [sys] 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 [usr] really because it very moving all of that [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] then my number [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 got 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 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 hey you are through to british gas you're speaking to [pii] from the services department can i have your full name please [usr] my name is [pii] [sys] hello [usr] i have a home here hello hi can you hear me hello [sys] good afternoon [usr] hello good afternoon can you hear me hello [sys] hello [usr] can you hear me now [sys] due [usr] hello [sys] to the silence on the call i'm going to have to terminate the line and you're going to have to give us a call back and i do apologize for any inconvenience caused hope you have a good day thank you hello [usr] hello | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully [usr] i can't [sys] we can [usr] hear [sys] get [usr] anything [sys] you to the [usr] on [sys] right [usr] this [sys] team [usr] phone [sys] 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 [usr] i can't [sys] will [usr] hear [sys] be transferred [usr] anything on it [sys] to a customer service advisor we record calls for quality and training purposes [usr] and then for fuck's sake what you gotta do is ask them for them [sys] [pii] speaking how can i help you [usr] hi i need somebody to come out and have a look at a drain i've got that's clogged it's blocked up all into my kitchen and gone all over the floor the water [sys] ok and is this a domestic property [usr] it is domestic yes [sys] and do you have covered british gas [usr] sorry [sys] do you have cover with british gas [usr] we don't have cover no not with british gas all we've got is house insurance [sys] ok can i get the postcode please [usr] [pii] [sys] and the first line of address [usr] [pii] [sys] [pii] in class [pii] hi [pii] [usr] [pii] [sys] [pii] [pii] [pii] my apologies and can i get your name please [usr] yes it's missus [pii] [sys] perfect and can i get your best contact number [usr] this will be it will be this one [sys] can you please verify it [usr] what's your number what's your phone number hold on a minute hold on a minute i gotta find it cause it's not my phone see hold on hold [sys] ok [usr] on ok hold on i can't even see it that was pretty good it's [pii] have you got that [sys] i have [usr] [pii] [sys] yes perfect [usr] [pii] [sys] perfect [usr] that's not a four [sys] yup [usr] that [sys] and [usr] what [sys] what seems to the problem yep and what seems to be the problem [usr] sorry i can't hear this phone is terrible i can't hear anything on it [sys] what seems for the problem [usr] we've got a blockage in the sink we've had a look and put some the the small drain rods down and it looks as though there's a blockage [sys] ok is it just the kitchen sink or is there any other blockages inside the house [usr] no it's just a it's just a just a sink [sys] just a thing can can you use the toilet [usr] we can use the toilets [sys] yes honey shower [usr] in the shower [sys] perfect and is anyone at the property with any vulnerabilities or medical conditions [usr] yes i have [sys] ok well let me check the availability now [usr] ok [sys] right it's taking a while to load [usr] ok [sys] right the next available appointment i can give you is tomorrow [usr] that'll be fine [sys] and [usr] that'll [sys] there's [usr] be great [sys] yep and there's three slots available there's an am slot between eight and one [usr] eight [sys] there's [usr] and [sys] a [usr] one is fabulous that's fine [sys] perfect [usr] as soon as possible please cos it's all over it's all over the floor [sys] ok but i can book that in for you now what will happen is that the engineer will give you a call when he's on his way [usr] ok [sys] for payment [usr] right [sys] it's payment upon completion either cash your card with a starting price of £180 [usr] ok fine it's about 100 and 80 quid then ok that's fine [sys] all right is there anything else i can do for you ma'am [usr] that's it then thank you very much [sys] no worries just have the evening bye [usr] thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] plumbing services [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 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 [usr] that [sys] a customer service advisor we record calls for quality and training purposes [usr] here we go music [sys] bye no mo [usr] hello [sys] hello how can i help [usr] good [sys] you [usr] evening we had one of your guys out this afternoon to repair the toilet we just noticed there's water running down the walls could you send somebody urgently please [sys] right no is it [usr] it [sys] a is [usr] is [sys] it a domestic [usr] a domestic [sys] property [usr] property we [sys] and [usr] are [sys] do you [usr] covered [sys] have cover [usr] with british [sys] with british [usr] gas [sys] gas [usr] care yes [sys] right you need to be transferred to the right department i can [usr] thank [sys] transfer you over now sir no [usr] transferring to another department well [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] got an answer [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] no speak to me [sys] looking for our latest energy hive and new boiler offers search british gas offers online [usr] right [sys] or ask us today [usr] my father you see who's that i want an answer [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] i want to take the bath side off in a minute and have a look wonder here i don't know [sys] want to save a few £100 a year on your energy bills ask us how a high thermostat could help [usr] come on [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 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] i think he was taking busy here [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 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 [usr] fuck [sys] did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today [usr] i think he's coming out at bath me then [sys] 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 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 [usr] you got your mobile ring that ring that whatsapp number that lee's number number it's in the the british gas [sys] freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our [usr] ohh [sys] customers [usr] god [sys] just ask [usr] pretty [sys] our advisor [usr] cold on that [sys] or one of our engineers about getting one [usr] got it that ohh good that down the road [sys] thanks for protecting [usr] nobody's [sys] your home [usr] answering [sys] 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 do you want [sys] looking for our latest energy hive and new boiler offers search british gas offers online or ask us today [usr] good evening a guy come this morning to fix his toilet and we just noticed there's water running all the walls and you hang on for gas no ws [sys] at british [usr] four [sys] 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] we booked with british gas this morning and he came out about 10 o'clock my wife just noticed his water rained out wall five delta zulu well we've been trying on british gas the last time [sys] want to save a few £100 [usr] i'm [sys] a year [usr] still holding [sys] on your [usr] on [sys] energy bills ask us how a high thermostat could help [usr] it come to this suggest again tell him we're still holding on [sys] if you have home care cover for your boiler and we can't repair it we'll [usr] ohh [sys] replace it for free if it's under seven years old whether we installed it or not [usr] just down now [sys] at british thank [usr] yes [sys] you for calling british gas services this is [pii] i [usr] how [sys] yourself [usr] how [sys] today [usr] old [sys] how can i help you [usr] hello [sys] hi there this is speaking [usr] miss [pii] of [pii] we reported a leak in toilet this morning and the guy came out at 10 o'clock and [sys] yes [usr] put and fixed it however there's one there's water now running down the walls we need somebody out here urgently [sys] ok just loading your profile now can you confirm [usr] mister [sys] your name for [usr] [pii] [sys] me again please could you perhaps have your account [usr] we [sys] number [usr] just account number is asking now just a minute [sys] the [usr] pardon [sys] 91 number the ni it's a 91 account number [usr] it's [sys] yes [usr] it's number 60 house number [sys] ok [usr] [pii] [sys] give me the postcode again you can give me the post code [usr] [pii] [sys] yes thank you ok it's mr [pii] [usr] that's correct [sys] is that correct ok can you confirm your date of [usr] 1411 [sys] birth for me as well please [usr] 45 [sys] thank you and are you able to contain that leak to [usr] no [sys] isolate [usr] it [sys] the toilet that it's leaking [usr] we can [sys] from [usr] only way is to turn water off it out totally we've got towels wrapped around it at the moment [sys] ok [usr] trying to slow it [sys] yes [usr] down but we [sys] that [usr] don't know where it's exactly coming from all we can do is assume [sys] call [usr] it's coming from the toilet which we the guy did this morning [sys] ok i can get someone out this evening it's essentially gonna be from now up until 12 that [usr] that's [sys] it would [usr] fine [sys] come [usr] as long as somebody comes and sees to it [sys] the number you're calling from would it be the best number for [usr] it [sys] the engineers [usr] would be [sys] to call [usr] [pii] [sys] to [usr] [pii] [sys] yes yes you just [usr] ok [sys] processing [usr] then [sys] the appointment for you now that appointment has been booked [usr] right [sys] in for this evening ok yes ok [usr] ok [sys] then thank [usr] we'll [sys] you [usr] the engineer will ring us then [sys] bye that's correct i order you beforehand [usr] ok then thank you thank [sys] ok [usr] bye [sys] then thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year good afternoon this is [pii] speaking how can i help [usr] hi i wonder you can a couple of days ago my toilet bowl was continue continuously running in the water when you flush it it flushes and it stops but it's continuous and it's overflowing onto the floor now this is the second time it's happened it's stopped now but i just wanted someone to come and have a look at it that that's some valve or something that's [sys] right [usr] not working [sys] ok it's not overflowing or anything that at the moment [usr] no [sys] but it's [usr] no [sys] just [usr] it's not [sys] is it [usr] no [sys] it's [usr] no [sys] not right but it's just constantly running into the bowl right ok just that i can understand can i take your postcode and i can certainly see what engineers we've got in the area for you [usr] ok [pii] [pii] [sys] q brilliant ok and just to check it says domestic property that's having this issue [usr] yes it it stopped now it was doing it about a couple of days ago [sys] right ok no problem and do you have any british gas home care cover in place at all [usr] i do yes [sys] right ok what i'm gonna do then because you've got that cover i'm gonna just pop you through to them because you've come through to the line where you would have to have to pay for it [usr] i see [sys] but [usr] right [sys] obviously [usr] ok [sys] if you've got the cover i'll pop through to them and then they can book it through the under cover because you've already made the payment and everything [usr] ok [sys] bear bear with me one moment i'll get you through to them and they should be able to book it for you [usr] ok thank you very much thank you [sys] thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us 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] thank you [sys] 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 [usr] but she don't [sys] more energy efficient [usr] it's not [sys] homes [usr] much it's just we just [sys] and to save a few £100 a year on your energy bills ask us how a high thermostat could help [usr] yes [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 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] usually cost them that big hm [sys] want a boiler that's over 10 years old a new energy est boiler could 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 good afternoon and thank you for calling british gas you're through to keegan solving in the home care department how can i assist you [usr] hi i'd to book a plumber from [pii] i've got the home care [sys] no problem can you go can you give me the home care number please [usr] i don't have it can you go for the address [sys] yes you can give me the address [usr] it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] [usr] [pii] [pii] [sys] and who am i speaking [usr] it's [pii] [sys] can i also have your date of birth please [usr] is 260567 [sys] thank you very much ma'am she ok and the engineer that you would out there is it for the boiler or it was [usr] no it's it's it's no it's not i rang i rang dining rod but they they put me through to you [sys] ok [usr] it's dining rod i need the [sys] and [usr] plumbing [sys] regarding to what [usr] we've got [sys] is [usr] plumbing [sys] it a blockage or [usr] it's a to no it's a toilets bowl the one it's running in the what's it in cer in he was doing it a couple of days ago and i stopped it but it's this is the second time it's happened [sys] ok there's a port with a toilet system [usr] yes [sys] ok there's no leaks nothing that [usr] no no no [sys] ok just bear with me [usr] thank you [sys] it's not working as expected [usr] no no [sys] is there any [usr] he's [sys] is [usr] working [sys] there any vulnerable [usr] off but he's not he go [sys] people in [usr] on [sys] the [usr] sorry [sys] property ok [usr] no i do not [sys] let me see what i can do here can i have someone out there tomorrow [usr] yes that's fine what time [sys] i have only a one time slot it's in all the appointment slot friday i do have for the morning yes [usr] i should make it friday morning [sys] ok [usr] friday morning better cos i've got what time is that is that from 730 [sys] no [usr] to [sys] from [usr] what's [sys] 8 to [usr] it [sys] 1 pm for the latest [usr] 0088 tt that's fine eight o'clock on friday is fine eight till 12 [sys] should [usr] is fine [sys] i put your mobile number on [usr] on [sys] this appointment [usr] yes please [sys] ok ok that appointment is all booked in on my end for you ok [usr] that's great [sys] you're [usr] thank [sys] welcome [usr] you very much for [sys] take [usr] your help [sys] care bye bye [usr] thank you thank you bye bye bye bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 morning through to nine speaking to [pii] how can i help [usr] hello good morning my name is [pii] sorry ii i [sys] hello [usr] didn't get your name i can call you properly properly [sys] it's [pii] [pii] [pii] [usr] ok [pii] ok that's a nice name [sys] you [usr] and [sys] got [usr] my [sys] it [usr] name is [pii] [sys] thank you hello [pii] [usr] i'm just calling i i have no idea what can ever block him the big drain the drain outside the house that into which water from kitchen or bathroom draining to i [sys] ok [usr] i don't i can't believe because it's a very large drain but it it looks it's blocked and we don't even know what what [sys] right [usr] has caused it [sys] well we can have a look we can have a look do you have a contract with british gas for plumbing and drains [pii] or would you be paying for this as a one off [usr] we don't have a contract with them [sys] you don't [usr] no [sys] that's [usr] no no [sys] fine [usr] no is [sys] and it [usr] is is a british [sys] and it's a res [usr] british guy let me just go where my husband is that [sys] no problem at all [usr] just one second right but [sys] no problem [usr] ok i'm sorry to bother you i'm i'm on the on on the line with one ie is from [pii] [pii] is the partner with the british gas and they do out outside drinks the usual plumbers don't do outside drink they do inside d drink i'm talking with [pii] when i called the number and he asked if we have contract with british gas i don't think we do and he's asking if it's a one off thing i say let me bring the phone yes [pii] he is he that we don't have an [sys] you [usr] we [sys] don't [usr] don't [sys] have a contract right [usr] no [sys] ok [usr] gas no [sys] and it's a residential property isn't it [usr] sorry [sys] it's a residential property it's a house [usr] yes it is yes [sys] what we do then there's no call out charge an engineer would go out and have a look at it all first hand before they do any chargeable work they will confirm the issue and a fixed price once you have that you can then say yes or no if you say yes it's cash or card on completion if you say no that's fine there's no charge now if it's just a blockage more an underlying issue you're looking at 180 including that to do it [usr] 01 80 [sys] but at the end will it include vat [usr] sorry is it 118 or 180 [sys] 18018180 [usr] ok ok 180 [sys] but the [usr] ok [sys] but the engineer will confirm exactly once you've seen it and you can say yes or no from there [usr] ok [sys] ok do you want to see when we can come out go from there [usr] yes [pii] but what can ever cause a a block blockage it's such a big because it was opened i saw that it was very very large it's a big drain [sys] i mean it's probably along the pipe somewhere and it's causing it to back up to be honest i mean it i don't know if there's no bigger issue if there's no underlying issue a collapse or anything that then if it's a kitchen wastewater it could be fats and things that but we can have a look at it and go from there [usr] ok [sys] i'll [usr] bye [sys] have a look at it what's your postcode please [usr] it's [pii] [pii] then [pii] [sys] and the first [usr] hhah [sys] line of the address [usr] [pii] [sys] and is there any medical conditions or vulnerabilities on site anything relevant we would need to know about [usr] say say that again [sys] is there any medical conditions or vulnerabilities on site that are relevant that we would need to know about [usr] medical condition [sys] is [usr] fighting [sys] there any medical questions or vulnerabilities [usr] no [sys] covid [usr] no no [sys] nothing [usr] no no [sys] that no [usr] i get it but no [sys] no [usr] no there's [sys] i won't [usr] no no [sys] ok and what's your surname please [pii] [usr] my surname is [pii] [pii] [sys] i just and what's the best contact number for you please [usr] it's [pii] [pii] [pii] [sys] i've got right i'll be 60 seconds then just while i get to the drive here [usr] ok [sys] let me pull out let's see today between now and six o'clock and the engineer will ring you when he's on the way [usr] sorry between nine and six o'clock [sys] between now and six o'clock the engineer will ring [usr] ok [sys] when he's about half an hour away [usr] ok [sys] at what [usr] is it possible ok that's fine can it is he said you've made it a very long day we can't move i mean from now till 6 p.m. is how many hours [sys] no i get i i get that if it's if if it's today it will be an all day slot if you want a different day i can do you a morning or an afternoon if you [usr] if [sys] want [usr] i sorry [sys] it [usr] if i want [sys] if you [usr] to [sys] wanted a different day not today then i can do eight between eight and one or one and six [usr] ok ok what do you think today and i made i'll be at the meeting during 19 can he come today you you are free of this ok today is fine [sys] today right [usr] today is fine but can i ask you can i make one more suggestion [sys] ok [usr] can i give you an additional backup number [sys] of course you can of course [usr] because [sys] you can [usr] if you if you phone if you phone this number my number i've given you and nobody maybe [sys] no that [usr] i i don't [sys] that's [usr] have [sys] fine [usr] my phone [sys] [pii] [usr] at the time [sys] what [usr] i [sys] i'll [usr] i [sys] put [usr] understand [sys] this i'll put the another number on there as well there's two what's the other number [usr] it's [pii] [pii] [pii] [pii] [sys] got you all right i'll get it booked out anyway as i say the engineer will ring you when he's on the way it's about half an hour away and you'll get a text confirming the appointment in a couple of minutes [usr] ok what's the name of the engineer [sys] ii i [usr] you don't [sys] don't [usr] know yet [sys] know yet to be honest with you i've just booked it it's not been allocated to an engineer yet i couldn't tell you [usr] ok alright [pii] i'm [sys] no [usr] grateful [sys] problem [usr] thank [sys] you take [usr] you for [sys] care [usr] answering [sys] bye [usr] and you too have [sys] you [usr] a lovely [sys] know [usr] year bye [sys] bye bye now bye bye | 0Appointment / Booking
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[usr] i couldn't book [sys] thank [usr] online because [sys] you for [usr] i lost [sys] calling dino [usr] date [sys] rod partners [usr] today [sys] with british gas [usr] it was coming up with [sys] please listen to the options carefully [usr] but it [sys] we [usr] was [sys] can get you [usr] up [sys] to the right team if you [usr] nothing [sys] need any [usr] until [sys] help [usr] the 27th [sys] with a drainage problem [usr] you could pick [sys] press [usr] a time [sys] one [usr] for [sys] if you require our plumbing services press two or if you have an existing home care policy it's three [usr] is this not something you could go through your home insurance with [pii] would they not [sys] i'm sorry i didn't get anything if [usr] right [sys] you need any help with a drainage problem press one if you require our plumbing [usr] not [sys] services [usr] that [sys] press did that you can now book drainage services online in a few clicks [usr] well [sys] visit [usr] that's right [sys] dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] does it drain eventually though [pii] [sys] good evening thanks for calling diner you're speaking to [pii] how may i help [usr] hi there i've got a blockage in well my mother-in-law's got a blockage in her bath and sink pipe and it's all a tiled bathroom we just wondered if we could speak to a drain specialist before we start knocking tiles off the wall to get to it [sys] well we can certainly get a drainage engineer out he [usr] perfect [sys] can come and assess it and obviously he can discuss with you the options [usr] ok [sys] obviously [usr] that's great [sys] somebody is gonna is that ok [usr] that's [sys] first [usr] fine [sys] of all can i just ask do you have british gas home care cover [usr] [pii] do you have british gas home care cover no [sys] ok can i take the postcode just to check looking in the area [usr] it's [pii] sorry [sys] [pii] [usr] [pii] sorry [pii] [pii] [sys] ok let me just check and can i just check it is a domestic property [usr] yes [sys] that's absolutely fine booking to get somebody out it's a free call up that's absolutely no problem and i'll as i say they'll assess the job and confirm to you a quote if you decide not to go ahead that's fine there is no charge [usr] ok [sys] for the call out if you do go ahead then payment is due by card or cash on completion now if it's [usr] ok [sys] the standard on block because they will put a little camera down there first hopefully you wouldn't need any tiles being removed a a standard on block is £180 monday to friday between eight and six is that ok [usr] right [sys] with you [usr] that's fine [sys] ok do whether your mother-in-laws used us before [usr] she's next to me now sorry ask that question again sorry no no [sys] no ok you happy for me to go ahead and book her in ok can i take her title please [usr] it's a mrs [sys] and surname [usr] [pii] [sys] [pii] first [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] her last name [sys] ok i no it was just that i asked for the surname first you gave me [pii] [usr] right is it all right that's fine i didn't hear the word surname sorry [sys] no that's fine how do you spell [pii] please [usr] it's [pii] [pii] [sys] that's lovely thank you i was gonna say what a wonderful name [pii] [pii] [usr] do i know it would be good that wouldn't it [sys] it would and what's the best contact number to get a hold of [pii] on please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok should i just repeat this back [pii] can hear [usr] sure [sys] it's [usr] no [sys] [pii] [usr] problem right [sys] wonderful [usr] that's right [sys] and does [pii] have an email address [usr] yes it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] you've given me a postcode of [pii] and what's the [usr] yep [sys] first line of the address please [usr] it's number [pii] [sys] ok i just looked that up bye you say it's the the basin and the bath locked [usr] they're just taking a while to drain [sys] ok [usr] an overnight drain something's seems to be stuck [sys] ok no problem ba and [usr] that was my [sys] has she got working toilets [usr] yes [sys] ok ok [usr] three l [sys] i'll just put on here that it's a fully tiled bathroom and can i ask is there anybody linked to the property that may be classed as vulnerable [usr] no [sys] ok [usr] no [sys] ok [usr] ok [sys] let's [usr] we're all [sys] look at the availability [usr] no problems i did try and look online then but there was nothing coming up for the next couple of days i thought i'll just ring up see if there's any slots available [sys] sure it may be just because we've got limited slots and obviously we've then got we've then got christmas if people start just booking up we've got nothing that they may just have it for us booking it i'm not sure but [usr] of course [sys] i've [usr] but we can only try [sys] that's ok i've got all day tomorrow which is between eight and six is that suitable [usr] that's brilliant that's great [sys] ok let's get that booked what will happen now is i'll confirm this and [pii] will get a text sent to her phone to confirm this [usr] yep [sys] with her booking reference [usr] okey doke [sys] now i can't always promise the engineer will call prior to arriving please ask [pii] to keep an ear out for her door and also on her phone [usr] no problem [sys] all right thank you [usr] that's great thank you very much [sys] thank you bye bye [usr] thank you bye bye bye | 0Appointment / Booking
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[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 well i'll 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 dino how can i help [usr] hi i would someone to come out and unblock an external drain i think [sys] ok do you have any british gas home care cover for the property [usr] no [sys] ok could i take your postcode please [usr] yes [pii] [sys] thank you ok i'm just gonna double check to make sure that we can dispatch to the area no problem and what's the first line of the address please [usr] it's [pii] ok [sys] and that's [pii] in mid [pii] [usr] that's correct [sys] lovely ok and just to confirm this is a domestic property it's where you live [usr] yes [sys] fabulous ok could i please take your name and telephone number [usr] [pii] and it's [pii] [pii] [pii] [sys] [pii] ok and do you have an email address please [pii] [usr] [pii] [pii] [pii] [sys] that's brilliant thank you very much ok you've got a blocked external drain [usr] ii i think what what it was i heard some gargling in our downstairs toilet and then we lifted the manhole cover in the garden at the well it's at the side of the property and it's all blocked no it's full of [sys] ok [usr] water it wasn't that before [sys] ok and is any of that sewage is it brown water [usr] no [sys] ok [usr] but ii i it is a it is a sewer i think it's where all the i mean all the toilets collected go into those [sys] ok [usr] that drain anyway well not that drain but that [sys] does [usr] network [sys] you does your tile at work [usr] yes [sys] ok no problem and are there any vulnerable people at the property [usr] yes my son's disabled [sys] ok no problem ok i'm just gonna have a quick look and see what we've got available [usr] thank you [sys] ok our next available date would be monday is that ok with you [usr] no no i need it done today really [sys] right ok just because the toilet's still working it's not classed as an emergency if the toilet was to stop working and it'd be the only toilet in the property then we would be able to assign it as an emergency [usr] ok should i go and check it again to be i haven't used it to be honest i'm just assuming it's working [sys] right ok that's fine you can go and check [usr] ok hold on right hi it's not draining properly it's coming coming [sys] ok [usr] back up but [sys] right [usr] i don't think i'd want to use it [sys] right ok that's fine would you be available all day today [usr] yes [sys] right ok that's fine i'm just gonna add a note it's the only toilet in the property because this is an emergency that means that the engineer will come out to you as quickly as possible but i can't give you an estimated time [usr] ok [sys] and just before i confirm the work order i just need to confirm that you'd be happy to pay the engineer on completion it'd be a fixed price of £225 that's including your va t if the engineer could not complete the job he wouldn't you you wouldn't be charged [usr] that's absolutely fine [sys] ok no problem i'm just gonna confirm this now and then i'll give you the number for your local diner office and then if anything changes or worsens you can give them a quick call [usr] ok thank you [sys] no problem just let me know when you're ready to take it down [usr] i'm just trying to find a pen ok hold on ok go ahead [sys] it's [pii] [pii] [pii] [usr] [pii] brilliant ok [sys] ok thank you very much [usr] but thank you bye [sys] thanks bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino 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 a 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 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 well i know my name's [pii] how can i help [usr] hi good afternoon there sorry good morning i wanted to help me i'm looking for someone to help me with clearing out my rainwater dr it yesterday [sys] right [usr] it was heavy and it just wouldn't go through and it just slowly slow me through and also [sys] right [usr] my sewer a manhole seems to be leaking out slow water not fast enough [sys] right ok no problem that ended up overflowing has it just cos they just can't get rid of it [usr] the rain is outside which is fine but it it was coming up i don't want it to damage my walls [sys] hm [usr] clearly there's a blockage or it's not been cleaned for a very long time and my man [sys] ok [usr] hole is in the back garden as it rained heavy the water was just coming up ii i don't know why that happened it's never happened before [sys] ok no don't worry we can have a look at that for you and as far as do those trains only serve your own property they don't serve any they don't have anything coming in from elsewhere or anything that of [usr] the rain water it's a shared drain between my neighbor [sys] right ok because if it's shared that may be that that will likely be the responsibility of the local water authority you shouldn't have to pay for it in most cases [usr] ok [sys] for it because since about 10 years ago well a bit over now anything that's shared between multiple properties is normally the responsibility of the local water authority and part of your water bills pays to keep those clear [usr] ok [sys] we're not because [usr] even if [sys] it's [usr] it's [sys] their [usr] in [sys] responsibility [usr] even if it's in the house sorry [sys] even [usr] in the [sys] if it's in your property [usr] driveway ok i need to call [sys] i [usr] up [sys] i live [usr] water [sys] in a i live in a terrace and it all comes through from the other three houses through via my drains in my garden well in my foot bath in my garden and out to the street but if i have a shoes in that section that's shared with everybody then the water authority have to clear it now they didn't when i first moved in but they do now [usr] ok i need to call up my water authority company is that right [sys] it's best best to give them a call because we're not we get in trouble if we do anything on shared trains for it because there's bylaws now for it but as i say but you shouldn't have to pay anything for it because it's part of water bills includes it [usr] ok [sys] i mean if they say no it's never been i mean there are some very edge cases where the land has never been adopted and all the rest of it but it's it's unlikely but it's worth giving them a call cos worst case they can say no and we'll have to we'll come out gladly for you [usr] ok [sys] but we just don't want to make you pay for something that should be should be part of your water mills [usr] no that's fair [sys] i mean [usr] enough i'll give him a call for that what about the su super manhole which [sys] that one [usr] is [sys] serves just your own though does it as far as [usr] yes that's in my garden [sys] that's just for yours but we should be able to have a look at that one for you [usr] but it's strange [sys] and [usr] though [sys] then [usr] it's strange i don't know if you've ever heard of this but you may get these calls but as it was raining it started filling up more i don't know if the streets are full up or i it's a weird one [sys] i mean potentially i suppose it could be backing up from further down the line back up into it from somewhere where rainwater does enter further down [usr] ok [sys] i mean eventually you can end up with the rain water going into a sewer drain and then it'll back up eventually into your property for [usr] ok [sys] it i mean we can always we can always come and have a look and see what's going on for you i mean if it needs clearing can normally be done as a fixed cost anyway [usr] ok [sys] it is your own home though is it you own it as well as living in it you don't rent or anything [usr] no no it's my own home my own residential home [sys] that's fine no problem it can normally be done as a fixed cost if it is clear in any way it's 100 and £70 including va t [usr] ok [sys] but that's for everything no call out fees no hourly rates checking is included for it if it needs it and you just pay at the end to do card or cash with the engineer once it's all done and dusted [usr] ok [sys] for you do you want me to have a look at some availability to look [usr] yes [sys] at the sewage side of things [usr] yes please [sys] what's your post code there [usr] it's [pii] [sys] yep [usr] [pii] [sys] you do and what's the first line on your address [usr] number four it's a house because just in case there's a flat down the road which is number four as well it's a house number [sys] ok [usr] four [sys] right let's have a look then and see what we've got in here no problem right there we go sort that into that and you don't have any british gas cover for your drains or anything you've never set that up have [usr] no [sys] you [usr] i've not done that [sys] no no no worries don't worry we're not trying to sell it or anything [usr] yes [sys] it's just people ring up and forget forget they've set it up 10 years ago [usr] sure [sys] you didn't think our van turns up with working with the british guys down and they go hold on a minute that [usr] ok [sys] rings a bell [usr] no [sys] i know we're [usr] for [sys] just [usr] being [sys] trying [usr] honest [sys] to [usr] and trying to help me [sys] but no worries for i mean we could sort it out even if you did realize later we'll just try and make sure it's right from the beginning and don't start talking [usr] that's [sys] about [usr] it [sys] money and then then you don't have to pay for this but no that's fine right let's [pii] in here if i can just take your name [usr] it's [pii] [sys] that's absolutely fine no problem that into that right just getting into the actual details of what's happening and into that you don't have to repeat yourself later and everything we've gone over already get that sign to the local team outside not into that won't be a moment whoever wrote this system requires a lot of stuff in it before it'll give us the important bit as to when one should be the last bit we need we can get in the screen you want wow joke right ok give me a second just getting into here has it gone down again since since then is it back to normal now or is it still overflowing now still [usr] no [sys] of interest [usr] last night it was overflowing i had to open the manhole to let the water out otherwise it would have come into the house luckily it just overflowed into the garden and it's just everywhere but [sys] right [usr] now [sys] it's got them all [usr] it's [sys] over [usr] it's not overflowing but it's if i open a manhole [sys] i [usr] there's [sys] still [usr] about [sys] sat though [usr] two inches [sys] right no that's fine no worries it's just cos i wanna put this something slightly different in here but that's fine right yes to that i mean we can have a look today if you'd us to have a look today for you [usr] what time [sys] as soon as possible i mean it will be as soon as possible but what we did is we would give you a 20 minutes half an hour before we expect to arrive [usr] ok that's [sys] but [usr] fine [sys] we just make it as soon as possible for [usr] no because i just live i work locally i can be there in about 15 minutes [sys] all right i mean we normally ring 2030 minutes early anyway [usr] perfect [sys] before we arrive we'll bob a note and just say make sure they do it as as early as possible for you give you the maximum time to get around that but no that's fine we'll pop that into there and what's the best number to give you a call on [usr] it's [pii] [sys] yep [usr] [pii] [sys] yep [usr] [pii] [sys] yep [usr] [pii] [sys] ok doke that's absolutely fine [usr] ok [sys] and is there any vulnerabilities any medical issues or mobility issues or anything you'd the engineer to [usr] no [sys] be aware of [usr] no no [sys] no [usr] that's fine the only [sys] ok [usr] thing is i've just i'm getting work done now i've got a brand new floor i'll put plastic down obviously but just [sys] right ok [usr] that's [sys] i don't [usr] the [sys] know [usr] only thing just [sys] no [usr] one question if i call up the board now sorry [sys] yep [usr] if i call up the water board now and they refuse [sys] what [usr] could the same guys look into it or [sys] we can have a look if you have a word with them before we arrive and they say no it's definitely yours then we can have a look there at the same time for you [usr] ok [sys] that shouldn't be an issue it shouldn't be an issue for you but as i say hopefully though they say it's definitely shared and they're happy to clear it for you [usr] i'll [sys] and then you don't [usr] i'll call [sys] have to pay [usr] them now [sys] for that side of things [usr] and [sys] and [usr] then i'll pay [sys] and you [usr] the engineer [sys] know but you pay the engineer you do it with card or cash but we'll do that right at the end once everything's finished for [usr] ok [sys] you [usr] super [sys] all right [usr] sounds good all right thank [sys] no [usr] you much [sys] problem [usr] for that [sys] i'll see you [usr] and [sys] soon you're [usr] i'll [sys] welcome [usr] wait for the engineer thanks bye [sys] cheers bye [usr] bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon speaking how can i help [usr] i'm sorry is this [sys] go on [usr] the final dream [sys] you are through to yes road [usr] [pii] i'm sorry [pii] yes [pii] i'm sorry i well i called the other day and i i spoke to a young lady but can i ask you is there a charge for you to come out and and assess work [sys] there's no call out charge now [usr] right ok i called and spoke the other day and a lady told me that there would be no charge for them to come out if no [sys] ok [usr] work was done and i i booked for someone to come out and someone just came out and had a look and no work needs to be done it's a different issue but he still charged us 100 and £70 [sys] what's the post code i'm sorry to hear that but i will get you through to the office manager and they'll also look to rectify this apologies that that's been the case but what's your postcode [usr] [pii] [pii] that might not be right i just moved here hold on one second let me make sure that's the right the right one [pii] [pii] bro [sys] no problem what's your name sorry thank you sorry i'll just get you through [usr] [pii] [sys] to the local diner do you beg your pardon i know plumbing [usr] hi i i spoke to someone the other day a lady i don't know if it was you or someone else and i asked for someone [sys] right [usr] to be sent [sys] you've [usr] out [sys] come [usr] this [sys] through to dino [usr] because [sys] plumbing [usr] i have really slow [sys] if it was a problem with the drains was it dino rod that [usr] he [sys] came [usr] came [sys] out to [usr] out [sys] you [usr] today [sys] ok [usr] but it was supposed to be but the guy who came [sys] can [usr] out was [sys] i take [usr] wearing a different [sys] your postcode [usr] shirt [sys] please [usr] that said [sys] and i'll have a little look what we've [usr] dr [sys] got on the system for you i broke [usr] sure [pii] now i asked there there was two different ones came out one came out for drains outside [sys] right [usr] and [sys] ok [usr] one came [sys] it [usr] out [sys] was us that [usr] work [sys] attended [usr] to be done inside [sys] to give you a quotation for the new washing machine tap for the washing machine and the cold main pipework behind the fridge that was us [usr] right ok well he's he's put me through to the wrong person [sys] right [usr] i just called [sys] i can give you the number [usr] sign [sys] you [usr] a rod [sys] need to [usr] and [sys] speak [usr] he put [sys] with [usr] me [sys] drains [usr] through to the [sys] don't [usr] wrong [sys] you [usr] one i guess i'll [sys] do you want me to give you their phone number [usr] yes [sys] have you got a pen it's [usr] yes [sys] [pii] [usr] what is that number go ahead [sys] [pii] [usr] [pii] [sys] [pii] [usr] -huh [sys] all right if you give them a call they'll be able to help [usr] ok thank you very much and what i alright lovely but while i have you on the phone i needed to i called earlier because i do want to book that work to be done for my fridge and [sys] right ok [usr] and [sys] no [usr] they [sys] problem [usr] said they would [sys] if [usr] call [sys] you just [usr] me back [sys] hold [usr] but [sys] the line [usr] no one's [sys] i'll [usr] called [sys] have [usr] me [sys] a little [usr] back [sys] look [usr] it's been [sys] when [usr] a few [sys] we can [usr] hours [sys] get it booked in for you ok bear with me a moment [usr] ok ok lovely [sys] we can do friday is friday any good for you lovely ok and did you want the morning or the afternoon [usr] that's fine [sys] morning no problem i'll get that all booked in for friday [usr] morning [sys] morning [usr] would [sys] for [usr] be better [sys] you and the engineer will give you a call when he's on his way ok no [usr] ok [sys] problem thank you bye [usr] ok thank you very much all right bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can [usr] right [sys] get you to the [usr] ok [sys] right team if you need any help with a drainage problem [usr] right [sys] 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 [usr] things [sys] alternatively [usr] this [sys] please hold [usr] really [sys] and your call will be transferred [usr] that's [sys] to a customer service [usr] yes [sys] advisor we record calls for quality and training purposes [usr] it's weird cos that [sys] good morning [usr] it [sys] you're [usr] kind [sys] through to [usr] of [sys] [pii] [usr] almost goes [sys] speaking [usr] in [sys] how can i help [usr] hi i'm wondering what your availability is for a cctv drainage survey [sys] is it for a commercial or residential property [usr] residential [sys] any cover with british gas [usr] sorry say that again [sys] any cover with british gas [usr] no no [sys] no worries what's the postcode of the address please [usr] [pii] [pii] [sys] the local office will be able to give dates times and prices i can pop you through [usr] perfect thank [sys] no [usr] you [sys] worries bye please i know east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two if you would [usr] ok [sys] what [usr] hi i'm wondering what your availability and price is for a cctv great new survey please [sys] what's the postcode [usr] [pii] [sys] [pii] [usr] [pii] [sys] is it a commercial or a domestic property [usr] domestic [sys] okey dokey for the 1st 90 minutes is it a recorded survey that you want [usr] it's something that i need to send off to angle water [sys] cool for the 1st 90 minutes it's £240 including va t and then every 30 minutes thereafter is £60 including va t ng [usr] right ok [sys] and we could do tomorrow onwards [usr] what's the availability tomorrow onwards right perfect can i book it in [sys] course [usr] for tomorrow [sys] you can [usr] please [sys] let let me just take a few details [usr] you'll need some you'll need my bank's details i'll just go and get [sys] your [usr] it now [sys] what details sorry [usr] my my bank [sys] no no no we don't [usr] won't [sys] take [usr] need [sys] any [usr] to [sys] details [usr] pay for it [sys] that that that's a payment to the engineer on completion [usr] ok fine fine [sys] right [usr] fine [sys] it's cv 25 9 ly what's the first line of your address [usr] er [pii] [sys] bye and can i take your full name [usr] whole [sys] was he broke up then [usr] [pii] hello [sys] hello i can hear you don't worry i'm just writing [usr] that's sorry [sys] and what's the best contact number for you [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] brilliant and can i take an email address please [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] it's not being paid through a company or anything [usr] it will be paid by [sys] right [usr] a company [sys] what's the company [usr] saxon build [sys] that was a bit of a stupid question really wasn't it [usr] no it's alright it's alright you didn't know [sys] what's the billing address for saxon build [usr] is a good question two secs [sys] that's [usr] sorry [sys] alright [usr] i just [sys] don't [usr] got an [sys] worry [usr] email [pii] [sys] and the postcode [usr] [pii] [sys] [pii] [usr] [pii] [sys] beautiful and you're ok for payment on completion to the engineer [usr] that's [sys] okey dokey [usr] fine [sys] and it's it's a cctv survey to be carried out for angle and water what's the reason that they need it for [usr] cos we're diverting we're doing a new drainage run they just want to check there's no more connections into the existing [sys] ok ok dokey okey doke right i can [usr] perfect [sys] pop it in for an all day appointment tomorrow we will give you a call in the morning though just to confirm a little bit [usr] yep [sys] better of an eta if that's ok smashing [usr] fine [sys] brilliant [usr] fine [sys] i'll get that all sorted ready for tomorrow [usr] thank [sys] you [usr] you [sys] take care [usr] thank you very [sys] bye [usr] much [sys] bye [usr] cheers bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners [usr] ok [sys] with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 [usr] ok come on darling let's continue tidying [sys] we record calls for quality and training purposes good morning you're through to [pii] speaking how can i help [usr] hi good morning i was hoping to book a drain and booking service for either possibly tomorrow if that's available [sys] is it for a blockage for a commercial or residential property [usr] residential [sys] and any cover at all with british gas [usr] any what with british gas [sys] home care cover [usr] no we don't have that [sys] that's fine bear me a moment ok that's fine this to be the issue with the drain [usr] we think the manhole outside our front door is blocked because the bathroom shower is not draining properly and the toilets are also drained we think it's probably just a blockage in the the main drain outside the front door [sys] and the drain is overflowing at all though [usr] no no it's not overflowing no [sys] ok [usr] it's just it's under a manhole we have it managed to lift it up [sys] ok that's fine and do you have a toilet that you were able to use [usr] yes we have got a tile that we can use [sys] ok then you're probably looking at our next availability next week wednesday thursday [usr] you don't have anything for tomorrow even [sys] nothing [usr] if it was at an extra fee [sys] nothing at all unfortunately [usr] ok and and i presumably then today is also out [sys] sorry [usr] and and presumably you have nothing today as well [sys] no [usr] is [sys] that's [usr] that right [sys] just our next availability next week [usr] that's [sys] wednesday [usr] for next [sys] thursday [usr] wednesday thursday ok let if i could let me book wednesday then [sys] ok [usr] i if anything were to change and if it got to the point that the toilets aren't working do we have any other options then i'm just worried if that does happen over the weekend that's what i'm trying to avoid [sys] sorry i didn't catch the last what you said [usr] sorry if for any reason this gets worse in the next few days and then the toilet stop working do you have another tax service an emergency service i can ring at the weekend [sys] you just contact this number [usr] but as in would you have availability to do that at the weekend if it were an emergency [sys] if you've not got a titter that you were able to use then [usr] ok fine it's just i just need to know we have options between now and wednesday if anything happens ok what details do you need [sys] your postcode please [usr] [pii] that's [pii] at the end [sys] sorry [pii] [usr] yes [sys] thank you and [usr] [pii] [sys] the first line of the address [usr] it's [pii] [pii] basement [pii] [pii] [sys] thank you [pii] [usr] that's us [sys] thank you and any home care cover at all with british g no [usr] no [sys] thank you can i take your first name please [usr] that's [pii] [sys] thank you and surname please [usr] [pii] [sys] and a contact number please [usr] i'm gonna give you my husband's number because i'm not i'm at work on wednesday [pii] [pii] [pii] [sys] and your husband's name [usr] his name is [pii] [sys] thank you ok block drain outside it's not overflowing and you have a toilet you're able to use [usr] that's right [sys] anyone in the property got any health issues [usr] sorry any other property got health issues did you say [sys] anyone in the property inside the property got any health issues [usr] no no [sys] thank you there's no call out charge [usr] ok [sys] the starting price between eight and six monday to friday excluding bank holidays is 100 and £80 which includes [usr] ok [sys] the a [usr] yep [sys] any additional [usr] upstairs [sys] costs they let beforehand and they take payment on completion cash or card is that ok [usr] that's perfect thank you that's great just in case i needed to change this booking do i have a reference number or will i get an email or text confirmation [sys] alright you'll receive a text message with your confirmation and the engineer will call you on the day before arriving [usr] ok to the mobile number i've given you we'll get a text message will that have a booking reference that if i had to change it i can call you at ok ok all right that's great thank you much [sys] it's all right [usr] thanks [sys] i've got on wednesday between eight pm to one pm or one pm to 6 p.m. [usr] i think we'll take hang on a second let me just double check [sys] sure [usr] 21 please [sys] sorry you broke up then for a moment [usr] 71 o'clock [sys] between 8 a.m. to one pm [usr] yes please [sys] that's fine i'll schedule that in you'll receive a text message with your confirmation and the engineer will call you on the day before arriving to the property is that ok [usr] that's perfect thank you [sys] all [usr] thanks [sys] right [usr] very much [sys] enjoy your christmas [usr] all right thank you you too bye [sys] bye bye [usr] bye | 0Appointment / Booking
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[sys] hello donny plumbing [usr] hi my name's [pii] i'm calling from an estate agent in [pii] comfort estates i just wondered if if your engineers or whoever can are they able to clear a down pipe which is coming from [sys] you [usr] some gutter [sys] er is it blocked [usr] yes [sys] what's the postcode [usr] just [sys] what was [usr] bear [sys] it [usr] with me one second [sys] bye [usr] cos [sys] bye [usr] it is it is high up we've had a few contracts [sys] i [usr] to have a look and they've said that they might need scaffolding it's ng one six sg it's [pii] [sys] girls just one second please [usr] thanks [sys] let me just see if i can put through to someone on the drainage side cause it would be a drainage job just one second please [usr] ok [sys] hello [usr] hi [sys] i'm good [usr] just [sys] thank [usr] been popped [sys] you how [usr] through [sys] are [usr] to [sys] you [usr] yourself are you ok [sys] yes [usr] i'm good thank you i don't know if you [sys] i've [usr] have [sys] been [usr] had [sys] given [usr] any [sys] your post [usr] information [sys] code of [usr] passed [sys] ng [usr] over [sys] 16 fg [usr] yes it's [pii] it's a student property that we manage i'm calling from comfort estates and we've had a few people we've had the gutter cleared and we've had a few of the contractors have a look but we but it's it is high up if you if you wanted to get it up on google maps or anything it's a down pipe from the gutter in that we believe is blocked right at the top there's no a contract i had a look one second but i just don't know if that's something that you [sys] do [usr] can [sys] you have any [usr] can [sys] pictures [usr] do [sys] at all [usr] can [sys] i i was [usr] get [sys] just [usr] some [sys] wondering [usr] pictures [sys] if you could send [usr] for [sys] them over [usr] you [sys] via email and we'll be able to assess if we can do that for you and then get you booked in it's [pii] [usr] ok what's [sys] [pii] [usr] the best email for you i spoke to you earlier about the newcastle i think [sys] what's i'm not 100% sure what's it what's ng one [usr] i think i spoke to you earlier regarding [sys] yes pro possibly [usr] a job that's booked [sys] i [usr] in [sys] if [usr] for tomorrow but it's [sys] you [usr] fine [sys] do have any queries regarding not in an area just ping me an email because i'm the one that deals with that area for anything [usr] fab [sys] just [usr] ok [sys] ping us anything over [usr] it's [sys] and [usr] [pii] [sys] if i can i take a system where i can even if it's if if it's something that you thinks to do with draining just bring it all away [usr] ok [sys] and i can help you [usr] great thank you [sys] [pii] [usr] it's [pii] [sys] [pii] that's correct [usr] [pii] if [sys] i i'll [usr] i send [sys] be able [usr] you [sys] to [usr] some [sys] let you [usr] photos [sys] know as soon as [usr] would you just be [sys] as [usr] to let [sys] possible [usr] me know [sys] not a problem [usr] ok [sys] thanks [usr] thank you [sys] take [usr] very [sys] care [usr] much [sys] bye [usr] thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 evening watch re speaking how can i help [usr] hi i've been trying to speak to some well i have spoken to somebody over the last couple of days i'm at a hotel in [pii] and we've got an issue with a drain and what it's done is it's flooded our toilets which is underneath the restaurant if that makes sense we had a call out on christmas eve and the guy that came out christmas eve came to unblock the drains but he decided that or his his his outcome was that it was a plumber that we needed [sys] ok [usr] and then we've called again today to which because we've had this issue before you see we know it's a block drain [sys] ok [usr] then you sent a plumber out this afternoon [sys] ok [usr] it's the plumbers turn around obviously went this is a drain problem i'm going to get a a drain expert to come out he can unblock the drains [sys] ok [usr] and we've not heard anything back from anybody since now i spoke to somebody about half an hour ago [sys] ok [usr] to to find out where this engineer is obviously because it's a hotel we we need it sorted as soon as possible to which they've turned around and said that you we're gonna now have to pay on completion today if that makes sense to which i've said well we're a company i'm not sure i can authorize that payment et cetera to which she turned around and said that's not our problem and that's where the conversations ended i'm just trying to get some outcome if that makes sense for everybody [sys] right ok no problem can i just start taking the postcode of the location [usr] you [sys] please [usr] can mate yes it is s [sys] right [usr] hang on hang on a second mate [sys] ok [usr] it's [pii] [pii] [sys] yes [usr] [pii] [sys] [pii] thank you can you please confirm the first line of the address for me [usr] it's [pii] and the business is brocco on the park [sys] local bank thank you much [pii] only one disabled toilet available council yes i can see my colleague has put everything down what you can do i can have you got pen and paper sir [usr] i can grab a pen because i think i've i'm sat in front of a laptop emailing people let me just [sys] ok [usr] open up a a notepad on there [sys] no problem it's [pii] double 142 [usr] o double 142 [sys] [pii] double 14345 [usr] 345 [sys] [pii] [usr] 678 [sys] [pii] [pii] that's the local office number what what you can do if you ring in the morning and then they will be able to reassigned and discuss the payment issues [usr] no but [sys] because [usr] i i listen i completely understand that but this is a business [sys] you [usr] that's [sys] just [usr] running and i've got no toilets well i have i've got a disabled toilet but that's just not really acceptable when we've been trying to get this sorted since christmas eve if that makes sense [sys] no no it it it does make sense [usr] now i have spoken to the owner of the company now he's authorized me to say that i can have a payment made as long as it's before 10 pm tonight now i've been told obviously the job's got to be done on we've got to pay on completion if we can organize that it's done i can have it paid as long as going to be before 10 pm tonight [sys] right yes [usr] do what do you see what i'm saying i'm trying to work with you as best as i can we can get an outcome for this but it's gonna have to be within the next [sys] yes [usr] hour 2.5 hours [sys] yes i understand the [usr] i just need to get it sorted [sys] can sorry can you just confirm the postcode again [pii] [usr] it's [pii] [pii] [sys] eight room yes sorry [usr] brocco [sys] no [usr] on the [sys] no there's [usr] park [sys] there's two or three jobs been booked the toilets only block plumbing job i'm just [usr] but he has he just just to prewarn you as well he has turned around and said that he's he's not willing to pay for the call outs for the last two when there's been absolutely nothing done and we've just gone round in circles which i'm sure you can understand [sys] yes [usr] that [sys] six minutes you unsuccessful what was the issue yes i can see that veins attended on the 24 diagnosed fresh leak the wide bottom floor of the hotel flooded smells of sewage and staff members showed me four inch pipe where it was had been back in the special instructions you want on completion right somebody has already attended tonight [usr] they they've already attended this morning and [sys] just [usr] we were [sys] one [usr] due to have somebody come back you see this is this is this is the problem that i've got is that you were sending somebody back now all i've done is rung to find out where this engineer is to be told we're not we can't send one now unless you pay on completion but you you you've got [sys] yes [usr] to understand for me that that becomes a problem because i've now had to call the owner over christmas [sys] yes [usr] and say they won't come out but [sys] yes [usr] realistically iii i if this was me i don't i personally don't believe we need to be paying this i think it should be an invoice i think we should be allowed to do it on a 30 day [sys] right [usr] but i understand your point of view with it but you can understand [sys] yes [usr] my frustration with it [sys] yes yes right because i make the notes i don't think they're gonna attend tonight you have to speak to a local office they can only resolve the issue unfortunately they are not here at the moment the only thing [usr] they're [sys] you could [usr] not [sys] do [usr] there [sys] you have to [usr] at the moment [sys] wait now [usr] but [sys] because [usr] why was it that i was told half an hour ago that we could have somebody out then as long as it was paid for on completion [sys] now the payment issue is going to this is stopping everything all incomplete [usr] p [sys] booking resources on the work order has been canceled they have already canceled the bulk order and unfortunately i don't i can't see anybody coming tonight you just have to wait till tomorrow and [usr] i need to i need to close the business for the night [sys] unfortunately [usr] because you won't send me an engineer out [sys] yes [usr] do [sys] the [usr] you see what i'm do you see what i'm saying [sys] yes because they [usr] when [sys] have raised [usr] i'm when [sys] the [usr] i'm when i'm telling you that we can pay on completion of work [sys] no [usr] which is what you requested i've gone back and done as you've asked me [sys] all right ok that's fine you will be happy to pay on completion yes [usr] we can pay on completion i've just said that the only [sys] ok [usr] issue is is it's going to have to be before 10 pm [sys] i [usr] tonight [sys] can't promise that this is a thing if he comes le let's say because if he comes 11 o'clock then what will be there will be [usr] well can you not can you can you not do can you not try and meet me in the middle here and try and find out what time you can get an engineer here [sys] no we get the thing is i can book a job and then they they will be notified dispatch people the dispatch teams and then he will have a list in every engineer they have a app they are ipad [usr] right [sys] they have a list of jobs this is what i cannot promise anything let's say if he's busy on a job and if he's don't turn up at 10 o'clock or before 10 o'clock then we will you know [usr] what [sys] this is [usr] what [sys] the only thing which [usr] time [sys] is [usr] can you book jobs from in the morning [sys] eight o'clock sir t [usr] can can you book a job for eight o'clock tomorrow morning [sys] no you [usr] then [sys] have [usr] we can go down the invoice route or have i got to call at eight [sys] yes [usr] o'clock tomorrow [sys] you have [usr] morning [sys] to call at eight o'clock unfortunately [usr] right [sys] the number of which [usr] no [sys] i give [usr] worries [sys] you [usr] i'll call back at eight o'clock tomorrow morning [sys] please [usr] then [sys] thank you [usr] ok bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas [usr] talk to [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two [usr] it's all drainage [sys] did [usr] problem [sys] that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] i'll speak to a person [sys] we record calls for quality and training purposes fridge a diner [usr] ok [sys] how can i help you [usr] morning hi there i've got a blockage somewhere in our house i think it's possibly downstairs toilet i was just ringing to see whether there was any availability to come out and look at it and what the cost would be [sys] ok probably used down there before [usr] no [sys] ok and do you have any british gas plumber drains cover [usr] no [sys] ok what's the postcode [usr] it's nn 40 dj [sys] is that 00 dj [usr] zero bravo juliet [sys] bravo juliet sorry and what's the first line of your address [usr] is [pii] close [sys] bear with me you said [pii] didn't you [usr] i did [sys] you said it's a downstairs toilet you've got [usr] well pretty [sys] one upstairs [usr] we have got two toilets upstairs but the smells coming from the downstairs toilet [sys] ok and say it smell is it did you say downstairs one is blocked [usr] it it will flush but we've just not been using it for a couple of days cos there's a really bad smell coming from it [sys] right ok [usr] there's no obvious sign of it being blocked from the ins from visual just looking at it [sys] right ok and it was a domestic property is that right [usr] it is [sys] ok can i take your name please [usr] it's [pii] [sys] ok and you said it was [pii] didn't you sorry i do apologize [usr] i did yes that's all right [sys] it's been one of those days [usr] everyone's probably ringing after christmas are they [sys] ok i'll just make sure do you have a an email address i can take at all [usr] it's [pii] [pii] [pii] [pii] [sys] [pii] [usr] [pii] [sys] ok and what's the best telephone number for you [usr] this [sys] we can't [usr] one [sys] you then and you'll make it easy for us are you ok to share that out for me i can't [usr] sure [sys] see [usr] no [sys] it [usr] worries [sys] but [usr] it's [pii] [pii] [sys] [pii] thank you for that won't keep you too much longer and what i'm gonna do is i'm just gonna make some notes and i'm gonna see what our availability is ok [usr] ok lovely thank you [sys] is there anyone in your property have any vulnerabilities you need to know about [usr] no [sys] ok and have you happened to notice any issues outside of the property with the drone [usr] no we we have listed the manhole cover there's nothing obvious [sys] ok [usr] that you can see from the eye either [sys] ok no problem alright i'm just checking with the office now i shouldn't keep you hold [usr] that's all right [sys] we can get someone out today for you [usr] ok and do what the cost would be on that [sys] the the cost we've got we come up free of charge anyway to have a look [usr] ok [sys] in regards to unblocking the basic unblock which it sounds it is is 100 and £80 including va t [usr] ok [sys] but they will con confirm everything on site because you obviously have to have a look first or else you'll be fine we'll be fine and blind [usr] sure no worries [sys] if you decide you don't want to go ahead with that that's not an issue if you do wanna go ahead with it it would be payment on completion once it's done you'd pay them by card or cash whichever is easier for yourself ok ok and it will be [usr] because [sys] some some point till about six o'clock if that's ok that's but we will try and [usr] that's [sys] get as [usr] fine [sys] possible [usr] then [sys] but just [usr] assume [sys] to [usr] assume they can see can they walk down the drain and stuff [sys] they they have lights et cetera and stuff that that's not [usr] ok [sys] an issue well hopefully we'll [usr] we're not going anywhere [sys] we'll try to get you as soon as possible but if you call on that mobile to let we're on our way and i'll send you a text which have your booking reference and office number as well if you need to give them a call if it gets any worse you can call them directly [usr] ok [sys] ok [usr] lovely [sys] no problem [usr] all right then thanks for your help [sys] not a problem have a good day [usr] thank [sys] ok [usr] you cheers you too bye [sys] right [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 [usr] yep [sys] clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] thank you very much [sys] we record calls for quality and training purposes hi there how can i help [usr] good good afternoon i've got a blocked drain i was trying to do it online but i'm having trouble with my emails at the moment i thought it best i give you a call [sys] ok is this regarding a domestic property or a commercial [usr] private domestic property [sys] do you have british gas home care cover for your plumbing and drain drains [usr] no we we don't we don't have gas at all [sys] not and you can i take the postcode please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] that's correct yes [sys] ok and in regards to the drain itself is an internal or external drain [usr] it's an external dr [sys] is it overflowing sewage [usr] no not it's just a kitchen and bathroom waste [sys] when you say bathroom [usr] the sink from the sink not [sys] what's [usr] from [sys] going [usr] the toilet [sys] on over flowing ok right based on what you've described to me the soonest we'll be able to get an engineer sent out to you be on thursday or friday depending on the availability of the office in your area now we don't have a call out fee we don't charge customers for the engineer coming out of 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 then need to agree to that quote for the engineer to then start the work as it's payment upon completion cash or card and for during the week monday [usr] ok [sys] to friday within office hours at 8 a.m. to 6 p.m. the starting price for an unlocking is 100 and £70 and that's v ac included [usr] ok ok [sys] ok [usr] fine [sys] can [usr] thank [sys] i take [usr] you [sys] your first and surname please [usr] my name is [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok thank you and your mobile number please [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] i've got [pii] first line of [usr] that's [sys] the address [usr] correct [sys] please [usr] yes [pii] [sys] anyone at the property that's got any vulnerabilities we should be made aware of [usr] no [sys] right ok just bear with me a brief moment i'll just pull up the availability [usr] thank you [sys] ok we've got a thursday afternoon available afternoon would mean an engineer would attend at any time between one and 6 p.m. and they'll give you a phone call once he or she is on route [usr] bye [sys] ok that's fine [usr] that's [sys] i'll go [usr] no [sys] ahead [usr] problem [sys] and confirm that in you'll shortly receive a text confirmation about the appointment and on the day an engineer will give you a phone call once he or she's on route right you're welcome take care bye [usr] that's [sys] bye [usr] brilliant [sys] now [usr] thank you very much bye bye | 0Appointment / Booking
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Subsets and Splits