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[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes how can i help you [usr] good morning my name is [pii] calling from first port retirement out of hours service we arranged an emergency job for one of your con plumbers to attend one of our sites tonight now they've got the site but there's been an issue with access into the building i'm phoning really to see if they can reat attend and i can confirm we can certainly give access into the building because it is quite an urgent situation if i can just find the details if i may be one moment what do you need from me do you need the address [sys] what's the postcode there please [usr] post code is [pii] [sys] and the address as well please [usr] this is for [pii] [pii] [sys] is there a phone number i can take for the site [usr] i'll give you the the airline number that monitors the site which is [pii] [pii] and access can be given into the building on a call to that number or i might even be able to give you a door code just bear with me i've got access door code if you can able to take that from me [sys] ok [usr] which is press clear [pii] [pii] call i did leave a message for your plumber to see if he could return but it's gone to voice mail i presume he's driving [sys] ok well i'll speak to you about your and pass the details over again as [usr] ok [sys] issue will come back to you can i just take your number there please [usr] it well it's the same number because i i've got two heads on our work first port out of hours and the care line it's the same number [pii] but you've got the door code there there is an external stop clock in the ceiling for number 32 because unfortunately the water from number 42 is going down through the building into a number of flats [sys] ok well i'll pass that on now and then if there's an issue we'll come back to [usr] you'll [sys] you again [usr] come back to me ok super thank you bye bye [sys] ok bye [usr] bye [sys] now | 6Qualified Lead
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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 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 dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon you're through to [pii] at dino how can i help [usr] hi we've got a blocked drain outside our property it's backing up the toilet and it's also backing up the sink and it's also overflowing [sys] ok [usr] outside outside the property it's coming up the inspection cover and going down the driveway [sys] right ok no problem could i take your postcode please [usr] it's [pii] [pii] [sys] ok that's great i'm just gonna check first to make sure that the local office in your area are active and dispatching engineers [usr] right [sys] that's absolutely fine and what would be the first line of your address please [usr] [pii] that's [pii] [sys] lovely ok and just to confirm do you have any british gas home care cover for your plumbing and drains [usr] no i'll just check with them we've got home care but not for plumbing and drains [sys] ok that's fine i'm just gonna locate your property on the system and you said it was number [pii] [usr] yes 18 [sys] ok and this is your property you live there and are a homeowner [usr] yes [sys] ok can i take your name and the best number to reach you on [usr] my name is [pii] [sys] is that is that [pii] [usr] yes and best to reach me on this number which is [pii] [pii] [sys] ok that's great thank you by any chance do you have an email address that you use [usr] yes it's [pii] [pii] [sys] that's great thank you very much ok you have just given me a brief description of the issue at hand is there anything else that you'd to add that i can add that in is it just the fact that the the blockage is coming up through the toilet and the sink and the manhole overflowing [usr] yes and if if we flush if we flush the upstairs toilet it backs up the downstairs toilet and and overflows [sys] ok [usr] overflow overflows outside in the drain as well [sys] ok [usr] but it's the drain it's blocked i'll tell you as well we called out a an ordinary plumber earlier on not today i mean earlier in the week and he tried to fix it and he he thought he'd fixed it and it was all right for a few days and then today it's all it's all come back again [sys] right ok no problem ok i just need to ask as well are there any vulnerable people at the property that anyone with a medical condition or a disability [usr] mom's disabled [sys] ok and would you be available today [usr] yes [sys] ok that's fine just before i go ahead and book this on with an engineer i just need to confirm that you would be happy to pay the engineer on completion it would be a cost of £237 including va t the call out is completely free and obviously if the engineer cannot complete the work then you wouldn't be charged [usr] ok and and obviously they take credit and debit cards do they [sys] you do yes [usr] yes yes that would be fine yes we we we can do that [sys] ok what they'll do is they'll give you a ring when they're about half an hour away from the property is that ok with you [usr] that that's fine you wouldn't know any time scale would you [sys] it's just up until six pm [usr] ok what happens if they haven't come by six [sys] well it will still be on the schedule board it'll just go to the out of hours engineer [usr] i see but you don't you don't know you wouldn't have any idea about how long we'd have to wait [sys] no just because it's an emergency appointment they all differ emergencies pop up at any time they can't guarantee [usr] ok [sys] an arrival time [usr] but but you've you've logged it as an emergency have you [sys] it is it is an [usr] thank [sys] emergency [usr] you thank you [sys] no problem at all i'm gonna confirm this now and i hope you have a lovely christmas [usr] thank you very much thanks goodbye [sys] no problem bye bye [usr] bye | 6Qualified Lead
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[sys] thank you for calling dino rod partners [usr] you [sys] with [usr] still [sys] british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi this is how can i help [usr] i've got a call for somebody to attend site today at my father's property for drainage due but i'm thinking it might have been resolved because i've got a leaflet through the door from welsh water i think it might have been something to do with them [sys] ok you're wanting to cancel the appointment [usr] i think i mean all the the the toilet and all the sinks and everything seem to have gone back and i said they've put a leaflet through saying that they've been undertaking work on the sewer i'm guessing it's something to do with them [sys] all right ok can i get the postcode please [usr] it's [pii] [pii] just don't wanna waste your engineer time to be honest [sys] no of course if you could just confirm the first line of the address as well as the name the appointment would have been booked under [usr] it's [pii] [pii] and it would have been booked under [pii] [sys] ok no worries i'll go ahead and cancel that anything else i can help you with [usr] no that's it thank you very much indeed [sys] thank you take care [usr] thank [sys] bye bye now [usr] you merry christmas bye bye now [sys] bye | 6Qualified Lead
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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 through to dino pass gas [pii] speaking how can i help [usr] hi there this morning our toilets have started blocking we need somebody to come and take a look i think there's a blockage in the in the waste pipe [sys] do you remember me [usr] sorry say that again [sys] do you have a home care policy with british gas [usr] no [sys] right is it a property where you live [usr] yes [sys] and are you the property owner [usr] yes and [sys] ok [usr] what i mean and what and and what i'm looking to find out today is what it possibly because i'm conscious it's new year's day it's [sys] sorry [usr] gonna be extra [sys] say that again [usr] i'm conscious that today is new year's day it's gonna be extra cost i'm just trying to understand what the cost would be today versus what it would be tomorrow [sys] i may not be able to attend today we'd have to go through it first of all with you [usr] ok [sys] how many toilets are in the property [usr] two people live in the property there's two toilets [sys] ok and are they is both toilets backing up [usr] yes [sys] right ok what's the postcode [usr] [pii] [pii] [sys] just checking that we are doing chargeable work on this area i won't keep you a moment [usr] that's right you made a pull out 22 houses down [sys] sorry i can't [usr] a couple [sys] hear [usr] of weeks [sys] you you you've really really echoing say that again [usr] i said you made a call out to our neighbor a couple of weeks ago cos they had a similar [sys] no [usr] issue [sys] i'm losing you again now are you on | 6Qualified Lead
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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 dino was one hi there you're through to s at dino how can i help you [usr] is this definitely diner rod commercial [sys] how [usr] right [sys] can i help [usr] i'm just double checking sorry because sometimes ira domestic one by accident i've got a h do you want the postcode [sys] one moment i can't hear you very well by the way it's you're [usr] sorry i'm [sys] homes quite far away [usr] no i'm i'm right next to the phone i'm i'm speaking right into it as loud as i can [sys] ok what's the postcode [usr] it's [pii] [pii] and it's called a p or yp three new [pii] [sys] i've got that [usr] we've had you [sys] have [usr] guys [sys] you booked with them before is that right [usr] you guys have been here quite a few times [sys] is that is that yourself what's your name [usr] my name is [pii] [sys] that's fine how can i help you [usr] we've got all the toilets are backing up we've got our traditional drainage problem i really need someone to come down and give us a jet [sys] ok that's fine i'll hook you in then arrive [usr] brilliant we've we've we've managed to just keep our toilets open for now but i don't we we obviously don't wanna close and we we have to do this every sort [sys] because [usr] of couple of [sys] you [usr] months [sys] block toilet again is that right [usr] it's not much the toilet it's the actual it's the actual drains it's the system underneath the the manager will show [sys] right [usr] them everything when they get here it's dead simple there's an entry point in the entry point to the drain into the garden right by where they park and there's also a water hydrant they can tap into right it's it's made for this job [sys] right ok the drain seems to be [usr] there's definitely i mean there's definitely a blockage [sys] you start [usr] they're not [sys] up [usr] they're not flushing [sys] a [usr] properly and they're all built backing up [sys] ok what do you mean by the the somewhere backing up where is it backing up [usr] it's it's it's it's not flushing as in it's backing up and coming back out of [sys] not [usr] the ball [sys] washing is that toilets [usr] the toilets are working though it's it's the drains that are blocked [sys] but you said when you're flushing it backs up [usr] it's honestly it's it's it's it's the it's the drains that need unblocking the toilets are working fine [sys] right ok the drain i'll just put this down just for the just trying to just try to type it for the engineer he's got an idea [usr] no no i'm [sys] i put [usr] i'm not [sys] down [usr] to [sys] the [usr] sound [sys] drain [usr] i'm not trying to sound awkward [sys] issue [usr] i just i'm worried that you can't hear me properly that's all because of what you said [sys] i i'm just trying to make sure i i can i can hear you i'm just trying to get to it is that all right i put down the drain seems to be an issue there is a blockage somewhere which but the back up where where the backing up from [usr] right it's backing up into the toilets because the obviously the water and the waste can't get through the drains because the drains are blocked [sys] right it's packing up into the toilet would you say it's a waste water toilet waste isn't it that's coming [usr] 100% [sys] back up [usr] wastewater [sys] toilet backing up ok that's fine is anybody bundle there [usr] no no we've got no vulnerable staff or anything that [sys] ok [usr] and none of us have got covid either [sys] ok [usr] he will be given [sys] and [usr] a a nice [sys] you're very [usr] he will be given a nice big safe environment we'll get everyone out of the way don't worry he won't be there won't be any customers around him when he's working or anything that [sys] ok no worries i've booked you in for this evening ok well from now going forward ok engineer will call you to let he's on the way [usr] brilliant [sys] [pii] your contact number sorry can you just confirm your contact number [usr] sure it's [pii] [pii] [sys] that's fine [usr] all right brilliant [sys] ok brilliant i've got that number can i give you a new reference number [usr] hold on a sec i'll just get someone to write it down with hold on right go on [sys] you do have it dywo [usr] is that is that why was that [sys] no dywo [usr] sorry dy wo [sys] 365 [usr] 365 [sys] 88 [usr] 88 [sys] 48 [usr] 48 ok [sys] and you can just pay at completion by cash or card is that all right [usr] it will be paid by cash or don't worry [sys] alright then brilliant thank you much for your time then [usr] all right thanks for sorting that [sys] all right take care bye [usr] cheers bye | 6Qualified Lead
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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 [usr] ok [sys] did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to diner my name is [pii] how can i help [usr] i hope you can help i was hoping to see if i could get someone to come round and unblock a drain it's it's in a tenement flat and it's at the back of the flat [sys] what's the postcode [usr] god i've got the address let me see if you got the postcode it's my daughter's flat it's a 10 six xs [sys] and what's the first line of the address [usr] it's [pii] [sys] no problem ok bear with me one moment i will get you through to the local office [usr] no problem [sys] they'll be have time to chat with you about when we can get there and how much it will be [usr] brilliant thank you [sys] all right here we go [usr] cheers [sys] go to down the road on lunch between 1231 50 at this time we have limited staff available to take calls if you would prefer to call back then please leave a message and we will get back to you or if you want to give us a call back after [pii] that would be great thanks a lot goodbye now | 6Qualified Lead
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[sys] good afternoon dino plumbing [pii] speaking how can i help you [usr] hi i'm ringing up because i booked an appointment for someone to come out to my mother in law's tomorrow and she's she's she's got a well the toilet's blocked and my part my wife spoke to to her care team she's an elderly lady and she's self neglected and my my wife spoke to the care agency and they said i just wanted to update on the situation in terms of the toilet it's completely full and the plumbing in other areas has started to won't drain away i was just wondering is it still appropriate for because i know that you look into the drains as well to see what [sys] right [usr] issue is i was just wondering is it still appropriate for this guy to come tomorrow or [sys] what's [usr] i [sys] the [usr] mean [sys] postcode [usr] let me just get i've got the booking reference if that helps [sys] i can take that [usr] it's dywo 3706437 [sys] we'll we'll give you a moment sorry one moment [usr] no worries [sys] right that's that's fine they will come and investigate [usr] ok [sys] they that's all in place for you [usr] ok just i mean the i was told that the guy he's gonna he's gonna ring me before he gets there i can inform him of but just because obviously it's just to prewarn the guy that the the toilet is totally full and i don't know if that impacts what he has to do in terms of doing the investigation but just to let [sys] i'll [usr] you [sys] pop [usr] know just [sys] a [usr] to [sys] note [usr] check [sys] i'll [usr] that [sys] pop [usr] it's still [sys] a note [usr] appropriate [sys] on there [usr] and he'll he'll have to he'll knock have to knock loudly and then if the carers aren't there she does know that he's coming but he might have to let himself in to the property [sys] right [usr] depending on whether the carers are there or not but she knows my my mother in law knows that he will be coming tomorrow [sys] need to knock loudly did you say [usr] and then if no one's there he can let himself in and the toilets on the right the first door on the right [sys] the right that's fine i'll pop that sorry the choice on the right did you say [usr] the first door on the right as you go in [sys] all right ok no problem pop that in the notes [usr] brilliant [sys] for them all right [usr] all [sys] then [usr] right thank [sys] ok [usr] you very much [sys] no problem [usr] cheers [sys] thanks [usr] bye [sys] bye bye | 6Qualified Lead
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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 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 [usr] what [sys] is [usr] about [sys] one [usr] you [sys] of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] bye ok i know what happened to go in there [sys] our local teams of expert engineers are available across the good afternoon you're through to [pii] speaking how can i help [usr] right i've got a drainage problem right and i need a survey if that would be possible and unblocking but what it is [sys] what's [usr] it's [sys] the postcode [usr] c w-2 [sys] sorry go ahead [usr] c w-2 5 dj [sys] yes sorry carry on [usr] what it is it's on the roof the outlets on the roof that needs surveying and its internal out outlets going through the building is that something you can look at for me [sys] bear with me let me find out for you apologies about the way what i'm gonna do is just pop you through to the local office because they'll be able to advise you if they're able to carry out this work is [usr] that [sys] that ok [usr] sounds i know it sounds brilliant [sys] all right bear with me a moment i'll [usr] thank [sys] pop you through [usr] you [sys] you're welcome hello [usr] hello [sys] hello [usr] hello can you hear me [sys] i can [usr] all right [pii] what is i'm a roofing contractor and i've got three outlets i think it's three outlets on the roof and they need a survey of camera button down them but one of them's blocked and it needs unblocking would that be something you could look at him is it [sys] we can do where is he done [usr] it's clapton leisure centre which is c w-2 5 dj [sys] and and and crew [usr] that's right [sys] let's take all the details on then what's your phone number [usr] it's [pii] [pii] [pii] [sys] and what's your name [usr] [pii] [pii] [sys] can he [pii] [usr] [pii] [sys] [pii] [pii] and it's shaving [usr] leisure centers [sys] 70 pleasure [pii] i think we've had a call through for that today some a lot of drains on there today [usr] have you [sys] i'm sure i'm sure i've just seen a call come in for that you haven't seen leisure sent it [usr] well it might be the ones on the roof it might it might it might be [sys] sure it's he went over to the other office but i'm sure i saw one pop up for that definitely saw one pop [usr] well [sys] up for [usr] it [sys] that today [usr] might be the underground underground [sys] it [usr] where i [sys] could [usr] wanted [sys] well be will do i'll get i'll get [pii] give you a ring because i know st stewart's dealing with the leisure center at the moment [usr] yes [sys] i'll get him give you a ring and he'll have a chat with you and sort it out with you [usr] is that a well what do you reckon you'd have availability [sys] i'm not sure as i say i'll get [pii] give you a ring and have a chat with you about it [usr] right if she [sys] and [usr] was if i [sys] then [usr] don't answer right i will phone back as soon as i can i'm just going in somewhere [sys] no problem [usr] for [sys] i'll tell [usr] a for [sys] him [usr] an hour till be 222 [sys] that's fine [usr] o'clock going out is that ok well i'm desperate to get it done tomorrow if that's possible [sys] right i'll have a word and see what i can sort out for you [usr] cheers thank you very much [sys] all right well then [usr] thanks [sys] cheers [usr] thanks a lot [sys] cheers [usr] cheers [sys] cheers [usr] then [sys] sit [usr] bye [sys] up [usr] bye | 6Qualified Lead
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[usr] i mean i [sys] you're [usr] can [sys] calling dino rod partners [usr] i don't [sys] with [usr] know [sys] british gas please listen to the options [usr] the [sys] carefully [usr] hand on me [sys] we can get you to the right team if you need any help with a drainage [usr] what [sys] problem [usr] i [sys] press [usr] where [sys] one [usr] is it you [sys] if [usr] know [sys] you require our plumbing services press [usr] no [sys] two [usr] it [sys] or if you have an existing home care policy it's three we record calls for quality and training purposes good evening thank you for calling british gas you're speaking to [pii] from the home services team how can i assist [usr] hi i'm just calling up i've got an issue with the toilet it's it's not going down [sys] ok after the flushing the water doesn't go down [usr] it goes down really slow [sys] ok [usr] but but but not it takes ages a a good hour or [sys] no no i'll definitely help with that then your name i'm sorry who am i speaking to [usr] it's [pii] [sys] thank you very much [pii] please give me the first line of your address and the postcode [usr] yes [pii] [pii] [sys] bye thank you very much week i'm just loading the account it will take a couple of seconds ok [usr] sure [sys] just to confirm we said it's [pii] and the postcode is [pii] [pii] [usr] no it's [pii] on [pii] end [sys] [pii] [usr] [pii] [sys] [pii] sorry about that thank you what i mean i want to deliver excellent and am i speaking to mr [pii] [usr] er no it's [pii] [sys] [pii] thank you very much [usr] the [pii] [sys] ok yes i've got that here just to make 100% sure i'm on the right account do you mind confirming your date of birth for me please [usr] yes the 25th of may 1919 [sys] that's great thank you very much what i'm going to do now i'm going to book a plumber for you [usr] ok [sys] to come and have a look at that for you when when did this issue potentially start did you notice it today or a couple [usr] it [sys] of days [usr] it it started yesterday [sys] yesterday o ok let me just book that in for you ok ok bye i try this [usr] have you [sys] the flushing i'm almost done ok [usr] sure [sys] ok i do have an opening tomorrow for [usr] ok [sys] you that could be a morning slot which would be between eight and one or it could be an afternoon slot which could be between one and six [usr] can i have an afternoon please [sys] yes definitely let me book that and the number that i should give to the plumber is it the one ending [pii] [usr] it is thank you [sys] ok [pii] [pii] [pii] ok that's all done you should get a text from me as well after this conversation to confirm your booking for tomorrow afternoon for your toilet the plumber should be at the property between any time between one and six but we'll give you a ring when he's about 20 to 10 minutes away ok [usr] ok that's perfect thank you [sys] thank you did i do everything you needed on this call [usr] that's brilliant thanks for your help [sys] only a pleasure enjoy the rest of your evening ok [usr] thank you cheers then bye [sys] cheers bye [usr] thank you | 6Qualified Lead
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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 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 sedan roar speaking how can i help [usr] good morning is it alright if i get forwarded to the [pii] branch [sys] what's the postcode of the address [usr] [pii] [pii] [sys] is it for pinal drainage job [usr] as for drainage problem now [sys] ok and is it a commercial or residential property [usr] residential [sys] any home care cover at all with british gas [usr] not sure as i said i've never been yet phoned before and i never was asked that i don't know [sys] no worries that's fine and what's the first line of the address please [usr] was [pii] [sys] ok that's fine is there anything i can help you with is it in regards to a booking or [usr] it's i've got a booking for the 16th for a camera and i was just wondering if i could i could get moved to the the friday instead because it it would be better if i was off working able to speak to [sys] right ok [usr] engineer [sys] ok let me put you through then bear with me a moment [usr] perfect cheers [sys] you're welcome thank you for calling [pii] please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for account and finally option four for all other inquiries good morning [pii] or [pii] speaking [usr] good morning i phoned yesterday about a camera to go then drains for the 16th i was wondering if i could move that to the friday of that week if that's possible [sys] i'm sorry we don't do the cameras on the friday it's just the the tuesdays and thursdays [usr] ok that's that's fine then i'll just [sys] ok sorry [usr] keep [sys] about [usr] it on [sys] that [usr] a good day no [sys] ok [usr] cheers [sys] sorry thank you bye [usr] it's all good [sys] bye bye [usr] bye bye | 6Qualified Lead
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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 hi speaking can i help [usr] hello yes i'm calling i would to book a visit for a blocked toilet [sys] ok and is this your own premises [usr] no i'm i'm the tenant but the owner of the flat asked me to book a visit from you from you she gave me your number [sys] ok can i take the postcode of where the property is please [usr] it's [pii] [sys] ok and it's a blockage [usr] yes it is sorry i'm trying to translate in my head [sys] no that's fine can i text you the number for the local office who will be doing the work and if you give them a ring they can make an appointment for you and let what when they can come out [usr] it's [pii] that's [sys] let [usr] that's [sys] me text [usr] what [sys] you through the number [usr] ok ok [sys] i'm [usr] sir [sys] gonna i'm gonna send you a message with the number on for the local office that will be doing the work [usr] ok [sys] if you just call them they can make an appointment for you [usr] ok ok i'll do that then [sys] ok then [usr] ok [sys] no [usr] awesome [sys] problem [usr] thank [sys] thanks [usr] you [sys] for that [usr] much bye [sys] bye bye | 6Qualified Lead
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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 [usr] there goes [sys] online in a few [usr] goes [sys] easy clicks visit dino.com [usr] it [sys] for [usr] was [sys] details alternatively [usr] come here [sys] please hold and your call will be transferred to [usr] ok [sys] a customer [usr] good right [sys] service advisor we record [usr] come [sys] calls [usr] on [sys] for quality and training [usr] good [sys] purposes [usr] boy good boy [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 7 365 days a year you're through to emirates dino how can i help [usr] hello [sys] hello [usr] some [sys] can you hear me [usr] can you hear me can you hear me [sys] and i just [usr] can you hear [sys] just [usr] me now [sys] about i can [usr] ok can [sys] i can [usr] you hear [sys] hear [usr] me now [sys] you now [usr] ok i spoke to somebody there earlier i have a little bit of a problem a friend of mine lives in a assisted accommodation over in [pii] in [pii] and his toilet is blocked now it's blocked on the pipe from the toilet that goes into the main stack and we need to get a plumber or an engineer in to take the toilet to disconnect the toilet from the pipe before you can get to it now it it's all a case of chickens and eggs i can get the plumber in on thursday morning would you be able to provide a service on thursday morning [sys] can i have a look i think it is myself that you spoke to earlier did you speak to the plumbing office [usr] i don't [sys] the that [usr] know [sys] of [usr] who [sys] the drainage [usr] i i don't [sys] office [usr] know who i spoke to i don't know i just spoke to a to a lady [sys] when i pass you over to the office did they what [usr] ok [sys] did they say that you need to get your own plumber [usr] yes i asked i asked if if you could disconnect the toilet and and do it and they said no you couldn't but you you couldn't do it all you can do is clear the blockage we i would have to arrange for somebody to disconnect the toilet well i've spoken to to my plumber and it looks as if he can do it on thursday morning but i didn't want him to come to commit him to it and you could be able would you unless you would be able to send somebody over to do it do you see what i mean [sys] ok i'll let me just get the can i just take the postcode please [usr] i'll have to just get that for you can you hold on just a second it will just take me a couple [sys] no problem [usr] of seconds just a minute right the postcode is [pii] [pii] for november [sys] ok i'm gonna pop you back through to the office they can confirm when somebody can attend just they understand that somebody else is gonna be there at the property rather than me booking it in here [usr] sure i understand [sys] i'll [usr] that [sys] i'll pass [usr] well [sys] you [usr] i i can't i can't [sys] i'll pass [usr] commit [sys] you straight [usr] to [sys] over [usr] the booking [sys] to [usr] yet [sys] them [usr] until i i the confirmation of the plumber but i it's it's it's complicated isn't it you have to do one without the other ok that's fine [sys] no that's fine i'll transfer you directly over to the office now do you want my direct dial as well or just want me to pop you over [usr] if you can pop me or give me the direct dial in case i get cut off but direct [sys] have [usr] dial [sys] you got a pen [usr] is [sys] there it's [pii] [pii] [pii] [usr] thank you very much ok if you can [sys] no [usr] pop [sys] problem [usr] me across and i'll i'll have a word with them thank you [sys] i will do thank you bye [usr] thank you bye | 6Qualified Lead
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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 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 to sign on [usr] hello [sys] hello how can i help you today [usr] hi yes i'm just looking for somebody to come out urgently into our office building we have a problem with a blockage however because it's an office block whenever anyone is flushing the toilet above us it's then leaking water we're in a bit of a bit of a pickle [sys] ok is it blocked or it just plumbing tissue [usr] er it originally looks it's blocked and that's what it looks but then obviously it's then overflowing when somebody then flushes the toilet above [sys] ok it might be then a plumbing issue if it's if it's leaking as well [usr] but the toilet is blocked as [sys] blocked ok no [usr] this [sys] problem [usr] this is where it's an issue with you guys cos you you you've got different departments it's probably you're probably right it probably is half a plumbing issue but we still have a blockage but if there's a blockage your guys your plumbing guys won't go and see to it [sys] yes do you want me to raise a plumbing job or a draining [usr] no [sys] job [usr] no no no i need somebody to come and undo the blockage there is definitely a blockage [sys] for luggage ok ok and this is for a commercial side [usr] it is but i need somebody there this evening before seven o'clock would that even be possible [sys] i can't guarantee because with these jobs we just raise them as the emergency on the on the on the system and then [usr] ok [sys] the local office [usr] well it was [sys] will get in [usr] is [sys] touch [usr] there anybody i could speak to who can tell me what time that they would come out because obviously that makes a difference whether i use yourself or or use a different company you see [sys] i'll give you the local offices number and then they can advise you further what's the postcode of the site [usr] it is [pii] [sys] ok [usr] three hl [sys] three hl ok ok let's have a look which local office is in this area bye ok the number is whenever you're ready [usr] hold on one second [sys] [pii] [usr] o [pii] [sys] no no [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] sorry [pii] sorry at the end [sys] at the end is six double 89 [usr] six double 89 yep that's it [sys] all right thanks a lot have [usr] ok [sys] a nice day bye bye [usr] thank you | 6Qualified Lead
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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 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 boiler we're here to help hi you're speaking to [pii] at dia on demand how may i help [usr] hello good afternoon sir i'm calling with regards to drainage i think i've got dino already came here twice for drainage and again i have same problem in the sink [sys] right ok i'd need to get you through to the local office if it's a return visit can i take the postcode [usr] [pii] [sys] sw s w-2 was it [usr] one six three [sys] all right [usr] nb [sys] let's have a look which shop is that have a look sw 16 [usr] three nb [sys] os w 16 right [usr] yes [sys] and this is related to a blockage i take it [usr] it what it is the water from the sink in the kitchen comes in the washing machine and when the washing machine works the water comes all back up in the sink back in again it [sys] right [usr] goes [sys] ok [usr] back [sys] i'll [usr] and [sys] give [usr] forth [sys] you the number i'll i'll give you the number for the local office do you have a pen there [usr] it but it's still drainage right [sys] but you said you've had them out twice and it's blocked again you would need to speak to the local office to see if they'll do it under warranty for you [usr] well ok yes but i i i've done this before and [sys] how [usr] nothing [sys] long [usr] can [sys] is [usr] be [sys] it since they've [usr] said [sys] been out to you [usr] pardon [sys] how long is it since they've been out to you [usr] my god maybe you can see it in i'm [sys] is it more [usr] not [sys] than [usr] sure [sys] three [usr] you [sys] months [usr] it i think it was more it was last [sys] more [usr] year [sys] than three months all right in that case it will be chargeable again then we'd have to raise a new job the charge is 100 and £80 inclusive of va t to clear a standard blockage is that ok [usr] well i think it's gonna be what it is it just to sort out the job or it's per hour [sys] well it's to sort out the job unless it takes a very long time a standard blockage assuming there's no damage to the trains you'd expect to pay 100 and £80 [usr] wow ok because i i don't know who can help now [sys] right it's up to you i can raise the job if you want but that's what the charge is [usr] ok let me let me think about it and i will definitely come back [sys] absolutely that's fine [usr] yes all right thank you let me let me come back to you [sys] no problem thank [usr] ok [sys] you [usr] thank [sys] bye [usr] you speak soon bye bye bye bye | 6Qualified Lead
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we [usr] right [sys] can [usr] here [sys] 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 [usr] brief [sys] you have [usr] until [sys] an existing [usr] we get that [sys] home care policy it's three [usr] come to the office wow [sys] i'm sorry that is not a valid option 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 [usr] alright [sys] your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] takes five because ok right [sys] good evening thank you for calling diner you're speaking to [pii] how may i help [usr] hi i just wanted to check on a job that i that i booked i think somebody should have gone out and had a look [sys] ok just bear with me do you have the dy number at all [usr] no no i've just got the address [sys] ok just bear with me let me see what's the postcode please [usr] [pii] [sys] [pii] [usr] [pii] tu [sys] i'm just taking a look and can you give me the name please of the [usr] the name [sys] the name of the person [usr] the lando's name is [pii] [sys] i haven't got that name can you just confirm the address [usr] [pii] [sys] right are you a tenant [usr] no i'm the let work the letting agency [sys] right i think is it booked through british home care let me just pop you through to them and then they'll be able to check that for you just bear with me you'll just go [usr] ok [sys] a momentary hold [usr] thank [sys] for [usr] you [sys] a moment as i put you through [usr] thank you that that [sys] transferring you now [usr] what am i checking 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 [usr] i'm here [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] that's some people's mindset for their career is the fact that how much they want to it's a it's a good way of increasing your salary quickly in the long term you're better off [sys] good evening you're through to british gas services my name is [pii] ok [usr] hi i need to book i need to book diner for [sys] right [usr] check [sys] is [usr] on [sys] it a leak [usr] a water tank [sys] or something that right [usr] is it [sys] first of all i need to take some details do [usr] it's [sys] your [usr] leaking [sys] ho do your home care number or can i have your postcode please because i've got no information on the original screen [usr] is the the [sys] [pii] [usr] postcode is [pii] [sys] [pii] [usr] [pii] [sys] what's the house number please [pii] bear with me i'll pull [usr] [pii] [sys] that up [usr] i [sys] right [usr] can [sys] i've [usr] give [sys] kind [usr] you i can [sys] of [usr] give [sys] got [usr] you the [sys] right [usr] home [sys] ok [usr] care number [sys] let me [usr] as well [sys] go on to the other screen that would probably be better 91 [usr] 911 triple zero 494 [sys] brilliant thank [usr] 257 [sys] you what's the name on the account please [usr] mr [pii] [pii] [sys] i've got a thing here but right ok right let's try that [usr] it might be his wife or [sys] are [usr] i don't [sys] you the tenant you work for letting it right cool ok [usr] no no i work for [sys] bear [usr] the letting [sys] with [usr] agency [sys] me a second just calling up the information because there's quite a few different accounts coming up bear with me a second please [usr] no problem salmon not [sys] still just waiting on the full screen giving me the information sorry about this [usr] no problem [sys] i think the system's getting tired at the end of the day [usr] it's alright [sys] and he's come on [usr] me [sys] right what's the address of the actual property in question yep that's coming up is that one that's fine [usr] [pii] [sys] and that's in [pii] and [pii] is that right ok [usr] ok [sys] just waiting on the next screen to load up i can move on sorry this is particularly bad just now [usr] good afternoon it's not [sys] sometimes at this time it feels eternal it's only things about 47 seconds but it seems as if come on [usr] our british got through [sys] right [usr] days sometimes it's quick and sometimes i just have to wait ages for [sys] most [usr] your your [sys] of [usr] computers [sys] us do we just we go into [usr] are you [sys] the office [usr] working are [sys] one [usr] you working [sys] day a month [usr] from home [sys] which is ideal [usr] right [sys] it's a bit of a journey to go into the office no no we've got three offices [usr] where [sys] [pii] [usr] is it is [sys] [pii] [usr] it is it just one [sys] and [pii] [usr] big head office or what [sys] we're all across the country [usr] right right [sys] hold on a second what's wrong with this should [usr] what's your what's [sys] be [usr] your [sys] shouting [usr] closest [sys] that [usr] one [sys] at me sorry i think it was right did you say it was a leak or a blockage what was it please gosh right ok [usr] the water tank is leaking [sys] would you say it's leaking outside from the overflow type a small leak or [usr] i [sys] a [usr] guess [sys] severe leak [usr] for that i don't have all the details but i say hold on let me see [sys] just [usr] fast [sys] we can prioritize it just things can they contain it is it something you can put a container [usr] i'm gonna change [sys] under towels [usr] that [sys] under something that just [usr] let me have a look i look at the pictures quickly i i we had them before think ok right apparently we had somebody go out before already and they said that before they can fix it we need to get the water inlet pipe [sys] right [usr] fixed [sys] hold on a wee second [usr] and we've [sys] right [usr] got that done i think [sys] has the water [usr] it's manageable [sys] inlet pipe [usr] right now [sys] to be fixed [usr] but [sys] or [usr] obviously it does [sys] is [usr] need [sys] this [usr] to get sorted [sys] this has it been fixed the water in that pipe that's [usr] i think [sys] been done [usr] the the person who came out last time [sys] ok [usr] said that we needed to fix that before they could fix the tank [sys] and are you able to contain the leak that was the other are we saying it's a small leak or a that's i thought you were asking your colleague is it a small leak a severe leak all right cool right ok [usr] i was [sys] ok [usr] asking him if it's i think it's manageable because [sys] it's [usr] obviously [sys] the [usr] they have been managed [sys] water tank [usr] far [sys] that's leaking leaking [usr] small [sys] i've just put and the water inlet pipe has been fixed as previously requested do when they were out last because i i might lose the instruction if i go back into the system no don't worry don't right ok don't worry right ok i'll just pop that in right let me see what's coming [usr] i [sys] up [usr] know my colleague is on the [sys] i've [usr] phone [sys] got an appointment [usr] he's the [sys] all [usr] one [sys] day [usr] that's [sys] tomorrow [usr] got the details [sys] eight till six grab that cake coke you as well grabbing these what what's the contact name for the job who will the engineer be asking for [usr] that's perfect [sys] when they come out to do the job [usr] it is [sys] [pii] [usr] it is [sys] and her contact [usr] [pii] [sys] number please [usr] a [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] 612 [sys] right if you bear with me i'll book that get get a reference because the the tenant will get a confirmation message if you want sorry i didn't even get your name sorry him id but [usr] that's fine [sys] i can give you a reference you've got one for [usr] my [sys] your [usr] name [sys] records [usr] is [sys] as well [usr] [pii] [pii] [sys] if you wish [pii] [usr] hang on let me just hold [sys] dy [usr] on two [sys] dash w [pii] o [pii] [usr] 26 [sys] and then it's numbers if you [usr] ok [sys] bear with me [usr] do [sys] a second [usr] you watch [sys] i'm just waiting on the screen to clear 3476618 no wait a minute sorry no wait a minute sorry well yes my computer's doing something bizarre here bear with me a second it's not your reference sorry i'm gonna have to go back into the system it's doing something strange no that was it what's [usr] then [sys] the land [usr] my [sys] lady's name [usr] that's right [sys] i think that was a bit sorry the system started doing something bizarre with me bear with me a second i was just i was just worried that it was the wrong [usr] the [sys] contact [usr] land [sys] name [usr] lady [sys] that came up i just want to check something no just it's ok just bear with me [usr] ok [sys] it's it's just the system started doing bizarre things sorry bear with me a second [usr] well i've [sys] i just [usr] got [sys] want to double [usr] i've [sys] check it's going in [usr] i've got [pii] here but i think it's his wife [sys] it's [usr] that [sys] [pii] [usr] might be on the account [sys] 476618 is the right number all right that's all day between eight and six [usr] [pii] [sys] all right you're welcome thanks take care [usr] perfect [sys] cheers bye [usr] right that's tomorrow all day appointment cheers right thank you bye bye | 6Qualified Lead
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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 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 dino [pii] speaking how can i help [usr] hello [pii] this is [pii] i'm phoning from southwest water engineering department in [pii] [sys] ok [usr] and what it is we have one of your guys i think come and do a blockage for us in the toilet [sys] right [usr] but it's still blocked [sys] right ok what's the postcode where we did the job [usr] it's [pii] [pii] [sys] let me see if i can find it w what's the name of the company [usr] it's southwest water [sys] and if i could take the first line of the address [usr] it's [pii] [sys] [pii] [usr] you [sys] let's [usr] can't [sys] have a look [usr] get that [sys] right i'll have to give that local office a call bear with me [usr] is that all right can you make this really urgent because what it is it was blocked [sys] i [usr] before and they left it [sys] right [usr] in out of a mess and we had to get professional cleaners in to clean it all up now we've just been down there we're gonna get a camera survey done on it but we can't do the camera survey because it's still blocked and it's coming slowly coming out the toilet again [sys] i can certainly ask i have no power over them [usr] no [sys] but [usr] no [sys] i can [usr] that's [sys] certainly [usr] ok [sys] ask [usr] brilliant [sys] just bear bear with me [usr] the two main that's a really good thing it quite bad really innit for them to unblock it and then no you see it last time we come down that's why i got the sterilizer there to put down all the toilets but i've noticed it this morning it was blocked again no i said to you down i mentioned it well he had someone from down the rock come in he cleared it left it in all of state then we had someone else from down the rock come in just have to come to do blockage i went well you can't because it's already been done and that was three days ago they paid 34 hours overtime to get professional cleaners in to clean the toilet because of all the fresh water stuff we do no bit worrying really because we're giving all this stuff out we don't know what we got on our hands cos a lot of guys they wash their hands but wouldn't turn the taps off because of what they come in they come in but loads can't help them the showers are in there they come in top to toe covered in human shit they go in there they're washing they put their clothes down and it's but we we provision they they they put me on hold no i got somewhere else they come down with you he didn't do very good talking you get the g eight but we don't work but no after [sys] hello [usr] hello [sys] hi they they say that as far as they're concerned it's it's all been done [usr] no it's still blocked 100% still blocked i've got a guy here to do a camera survey on it to find out what the problem is but he cleared the blockage it's absolutely everywhere it's coming over the toilet skin now [sys] right they said that you would need to send another job in [usr] ohh my god you're choking me [sys] i mean if you want to speak to them yourself i'm happy for you to to to give you their number [usr] no no i'll i'll i'll put this right out to our management [sys] ok [usr] team that's ok [sys] no problem [usr] all right cheers [sys] no [usr] thank you [sys] problem [usr] bye [sys] bye [usr] no | 6Qualified Lead
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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 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] speaking how can i help [usr] hi hello [sys] hello you're through to [pii] how can i help [usr] hi i'm in need of emergency drainage in in the city center of [pii] and i was wondering if you have any availability for today [sys] www what is what's the postcode to your property [usr] it's [pii] [sys] ok [usr] and we [sys] eh [usr] are [pii] [sys] one [usr] [pii] [sys] as in echo [usr] some [sys] hotel ok ok what i'm gonna do is i'm gonna give you the direct number to the local office because only they can be specific [usr] all [sys] in in time [usr] right [sys] in terms [usr] just [sys] of sending [usr] ok [sys] someone out [usr] just [sys] do you have [usr] give [sys] a pen [usr] me give me a second please i gotta find something [sys] sure [usr] to [sys] no worries [usr] write it down [sys] the number to dial is [pii] [usr] [pii] [sys] [pii] [usr] [pii] sorry [pii] [sys] [pii] [usr] [pii] can you please say it again it's [sys] sure sure no [pii] [usr] [pii] [sys] bear with me a quick second oops sorry [pii] [usr] no worries [pii] [sys] [pii] [usr] [pii] [pii] [sys] yes absolutely [usr] thank [sys] spot [usr] you [sys] on [usr] very much and do you [sys] ok [usr] do you have a lot of engineers working there [sys] i mean we have a lot of engineers because obviously we covered nationwide but obviously because it's this time of the year as well that's why i said it's probably to speak [usr] everybody [sys] straight [usr] is extremely [sys] to [usr] busy i cannot find anybody but you do jetting thank you [sys] yes we do yes [usr] ok [sys] we do [usr] perfect [sys] yes we do [usr] thank you very much [sys] ok [usr] thank [sys] no [usr] you [sys] problem cheers take care goodbye bye | 6Qualified Lead
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[sys] thank you for calling [usr] calling [sys] dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if did that you can now drainage services online in a few easy clicks visit dino dot com for details [usr] ok [sys] alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes welcome to i know running harry how can i help [usr] good morning my name's [pii] [pii] i've got a toilet downstairs toilet which is blocked on the u end not totally blocked but er not flushing properly [sys] right [usr] and i've tried [sys] ok [usr] various things and it's not working [sys] right ok and do you have british gas cover for your drains or is it just something you need to pay no you just need to pay for it do you ok no problem at all we should be able to have a look at that for you as a one off and have we ever been out to you before or would this be the first time [usr] i'll be the [sys] ok no problem through some details there's normally a fixed cost for a rather than call out fees hourly rates and things just as a one off cost 100 and £70 including va t but that's what whatever it takes for it if it needs cable machine if it needs down there to keep pushing it through [usr] it's [sys] whatever [usr] not er i i know where it is it's just on the u bend because er it flushes away but but it doesn't go down to the right level there's something in there stopping going down to the right level [sys] just more to it but we can certainly have a look at that for you and what's your postcode there let's [usr] well can [sys] look [usr] i [sys] at [usr] if [sys] ok [usr] if that's the standard price can i leave it for the moment and have a think [sys] all [usr] about [sys] right [usr] that one [sys] by all means no problem [usr] ok [sys] give us a call [usr] thanks [sys] if you need us all right [usr] thanks [sys] cheers [usr] i know where you are when i thanks [sys] cheers thanks bye bye [usr] right [sys] bye bye | 6Qualified Lead
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[sys] good morning how can i help [usr] hello yes my name is [pii] i'm calling on behalf of we have a problem at prospect house that we need someone to urgently come and look at [sys] ok no worries what was the postcode there if you could just remind me sorry [usr] it's [pii] re [sys] why not i mean that was pro house [usr] i think [pii] would normally have contacted you he's our facilities manager here but he's stuck in a meeting [sys] no that's [usr] i've just [sys] fine [usr] picked up the phone [sys] no worries we should be able to get someone there today [usr] perfect it's for the ground floor ladies [sys] ground floor ladies [usr] and it's to do with the sinks i don't know much more other than there's a blockage and all the sinks are now full of water [sys] ok no worries all thanks for [usr] but we've tried to do our bit internally and nothing's happening [sys] ok no worries all all sis fault no that's fine [usr] but if someone could come today that would be great because the problem that we have is i can't there's only one other toilet that i can get the whole of the ground floor ladies [sys] right [usr] to use because of it all being different companies throughout the building i can't grant one company access into my company for example [sys] no that's fine we'll get some of that as soon as we can ok [usr] that would be perfect thank you [sys] no [usr] much [sys] worries thank you [usr] thanks [sys] thanks [usr] bye [sys] bye [usr] bye [sys] bye | 6Qualified Lead
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[sys] thank you for calling diner rod our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry press two for an existing or completed service press three for accounts press four for reception if the extension number you are calling please enter this now [usr] dining or just i just wanna get my blood sugar back then i don't get making this video [sys] hello [usr] hi i was on the phone to yourself or i'm not sure who it was i have a feeling it was maybe somebody called thar two days ago about a blockage at a house in [pii] for a parade and i was just i was to [sys] [pii] [usr] a phone yes i was to get a phone call back i i think [sys] i was [usr] you had hoped to get back to me yesterday but i hadn't heard anything [sys] i give me two seconds what is the address [pii] again sorry i see your name in the book [usr] no [sys] here [usr] you're [sys] but i don't [usr] right [sys] see the address [usr] [pii] [pii] du [sys] just facing tescos is it [usr] it is yes sir [sys] a [usr] lip [sys] second [usr] land areas in [pii] [sys] huh [pii] right ok and at the risk of you repeating yourself and i apologize what is the issue [usr] the we had mie out putting in a new cable and i think they uncovered what you i'm not sure if it was you or someone else but what you thought was a siphon trap or something there was a name a brand name for it that i think they may have disturbed it could just be coincidence that that it's been since that was exposed and covered in again that we've had drainage issues nothing's totally [sys] right [usr] bluffed but everything's gurgling and but although draining quite quickly the bath we've used the bath a number of times since and the bath drains no problem but when the bath's draining the toilet's splashing and gurgling away and when you flush the toilet the bath's gurgling it's almost an air [sys] all right [usr] the the problem was i think you needed two men it was a two man job you said and you were waiting to see when the next available team was there was none the day that i called the day before yesterday [sys] i'm just looking now i was off the day before yesterday [pii] but i'm [pii] i'm not f bar but i'm looking here [usr] what [sys] nie [usr] was it [sys] i have [usr] was [sys] been doing [usr] it [sys] some work [usr] is that is that [sys] it [usr] just [sys] was for [usr] i [sys] you [usr] i [sys] right and [usr] remembers [sys] any any i had been doing some work recently and [pii] said they uncovered some travel which time it's been related probably since then been slow to clear to her and they also the drain until he backed up at the front these specs work out at the probably same as his houses right see you don't do anything you done did they do any on your property [usr] sorry [pii] what's that [sys] did any of you do any work on your property or was it out on the street [usr] no it was every second house in the street that semis in this house in the street and apparently the main cable was shared by each double of semi houses [sys] because you share driveways don't you [usr] yes [sys] well not [usr] i [sys] driveways [usr] think [sys] but [usr] the [sys] you sure [usr] there's [sys] sure [usr] shared driveway but the electric was shared between us and the one that we're attached [sys] number [usr] to [sys] nine 075 [usr] he's five i think it is i but he the the cable went to billy's house next door they dug a new trench just kinda our doors are in the middle of the house now we the the hallways [sys] i see [usr] meet [sys] it [usr] in [sys] and [usr] the [sys] what [usr] middle [sys] we're looking at it and google earth see it [usr] all right and they dug a trench just between the wee dividing wall and railing and put in a new cable but when they were digging the trench within our fence on the first day they stopped and i wasn't here but my partner was here and they stopped because they discovered some drain or trap i did see it when i come back from work that night but it was quite deep and it did look it was an old thing a maybe from when the house was built it was built back in the early thirties but i i haven't been well for a bit a fortnight i haven't been [sys] sorry [usr] on [sys] here [usr] the [sys] we [usr] ball [sys] go [usr] trying to get it sorted out but ever since near enough that time we've had issues we've been here three or four years and never had any issues before and now the neighbor that i would assume we share zero with not the one that we share the electric with but the one that we share [sys] hi [usr] the driveway [sys] my name [usr] with a that one they haven't had any issues i think that i did go over and check and they said they're prone to a bit of issues whereas we would never have any problems at all [sys] right [usr] but he lifted there's a wee small circular [sys] i see [usr] manhole [sys] it there [usr] just there in the center of the driveway and he checked that and it was clean as a whistle there was nothing there but [sys] and [usr] our our downpipes just at that front corner of the house in the driveway that's been backed up roughly around the same time it might just be coincidence but it it all seems to stem back to when they uncovered that drain of some sort whatever it is there i i find [sys] where [usr] it odd [sys] does [usr] that that that the drain was over there because i would have assumed this year i went straight out the driveway between the two the the shared driveway between those two houses i don't know it [sys] see [usr] seemed an odd [sys] the part [usr] place [sys] they were digging is it outside your front door between [usr] it's [sys] your [usr] just [sys] garden gate and your door [usr] just between the front doorstep and the wee gateway they've [sys] and [usr] since [sys] they [usr] covered [sys] reckon [usr] it [sys] they've [usr] but [sys] uncovered [usr] i [sys] a very [usr] it's only [sys] bt or something [usr] it's only flag stones they have them down but i they they didn't do a very good job to be honest they cracked a couple of them but you could lift it you could lift it up i would imagine it's just i'm not fit for anything at the minute i'm just not well [sys] what i would imagine is and you're right it is quite strange that there's a drain over there i presume it is what we call a bt which is a buchan trap [usr] that's that's what we mentioned yes that's what the other guy mentioned [sys] right what it is it's an old victorian drain that that acts as a water sea between your house and the road [usr] right [sys] i don't know why it's there i thought it would have been over where that manhole is but because [usr] that now there was no there was no access to it at all they only uncovered it whenever they did lift the lift the flagstones and started [sys] did [usr] to dig [sys] you see [usr] that [sys] down [usr] there was [sys] at at any stage round [usr] you could see down it now it was dark after work but you could see down and there was some liquid in it there was there was something at the bottom of it that i didn't it was all very deep cold and i didn't want to be dangling the torch over because i dropped [sys] no i understand [usr] my phone in [sys] i can send two guys out tomorrow the with [usr] all right [sys] bt s with bacon traps are quite hard speaking with now with that said it doesn't mean they're impossible [usr] right [sys] they [usr] i [sys] just [usr] i don't know if [sys] what [usr] it if [sys] they are [usr] it [sys] is [usr] is [sys] they're [usr] it's just strange that it up with when they've been here [sys] well what they can do what they can do is they can try and clear it you can't put a camera down the bt well you can but it won't go down the bend at the bottom you can put a camera in presumably if that manhole in the in the driveway is big enough you can put the camera up in it and push it upstream towards the bt the you can trap to see if there's any damage [usr] right [sys] now i can [usr] there's also an access point we bought the house from the guy opposite he renovated the house about 20 years ago we've been here four or five but we just bought the house there this year and i went over to ask him had he ever had any problems since renovating with drainage or anything but he said no he's never had any issues when it was rented out or anything but he did say there's a a rotting point at the very back if you're on google if you're on google earth you might see there's a big flat single story extension at the back [sys] i see [usr] that kind [sys] it [usr] of wraps up where the where the original soil stack would have been but that's that's been replaced and it's it's a plastic soil pipe now but just at the very back corner of the house there is a rolling point now it's under a decking board i just i would just need a wee cup on the board to get at it but i wouldn't worry about cutting the board or anything but [sys] we [usr] there's a rotting [sys] wouldn't have [usr] point [sys] we [usr] there [sys] wouldn't have a saw or anything we can unscrew them if they're screwed down but we don't carry [usr] all right i'm [sys] you [usr] sure [sys] know the [usr] we [sys] guys [usr] could get [sys] wouldn't [usr] i could get a saw from [pii] or something across the street [sys] i can get the guys out now you said the bath and everything's running ok inside didn't you [usr] it is it is running i i with me being sick there i've had a couple of baths and the minute you the minute you open the plug you can see and hear the drainage happening but the the toilet gurgles and splashes and bubbles for a couple of seconds and then it'll go fine but now i've only been letting wee bits out of the time just in case it would back up somewhere downstairs or something i haven't drained a full bath in one go just [sys] no [usr] in case i've been doing it over for about half an hour just in case but it doesn't there's been no kinda the to the toilet just backs up slightly and goes down again and then gurgles and [sys] no problem [usr] if you run the bathroom if you run the bathroom it all seems to center around the bathroom really if you run the bathroom sink the bath will gurgle flush the toilet bath if you do [sys] i [usr] one plumbing thing the other it will make a noise [sys] i'll give you your options here [pii] i would have thought i would have thought that your that your water from anywhere in the house runs down the driveway and through that manhole into the street or out the back [usr] that's [sys] but [usr] what i [sys] i [usr] have in my [sys] i [usr] head [sys] i'm looking here i don't think it's gonna go out the back because there's gardens that that back onto [usr] it's [sys] yours [usr] a big garden [sys] and you [usr] and [sys] know there's [usr] behind [sys] it would [usr] this [sys] be [usr] thing [sys] pointless putting a hose a ho a pipe right through their garden i think if if you suspect and obviously i think you do but if you suspect it has something to do with or or it could be coincidental with the drain at the front we can certainly come out and look at it if this is a problem with the actual toilet [usr] right [sys] then the toilet because it's the soil stack is is because the soil stack is is in [usr] sorry you cut [sys] sorry [usr] out there a wee [sys] because [usr] bit [sys] the soil stack is internal [usr] bye [sys] the only way to jet the soil stack is down a toilet that has been removed unless there is access to the outside now the rotting eye wouldn't be enough because it's not going to give you the vertical stack if you if you're confident that that internal soil stack is working ok then i wouldn't bother getting the toilet off if i'm honest with you if you suspected that at all [usr] right [sys] i [usr] ok [sys] know it might be affecting your bathroom but if your bath and your toilet and everything is running out of that place perfectly then i wouldn't bother [usr] it it's leaving all of the noise and splashing happening i don't know if that means the blockage is near the bathroom or if that could be because something's further downstream [sys] is there any man [usr] now [sys] holds out the [usr] was [sys] back [usr] there was [sys] apart from [usr] a [sys] this one on to the deck [usr] not that there's decking at the back but i don't think there is the only one that i'm aware of that roden point at the back corner of the house near the near the down pipe now [pii] did say that and what would have been the typical location for the kitchens in these houses what would have been just beneath the bathroom where the kitchen was that's a wee utility room now and he said there's a four inch pipe that comes up out of the floor there and then it's tapered down into [sys] poly [usr] a waste pipe for the the the washing machine and stuff but that's that is fair in the middle of the downstairs i don't know if that's even an option to approach it from there [sys] it's up to you i can send the guys [usr] that's [sys] the only [usr] right on [sys] thing you would need to do prior to us getting there is first of all get the saw but the only thing you would need to do prior to us getting there [pii] if you did want to approach it this way is to get the toilet removed now if you're pretty certain that it's nothing to do with the toilet and at the moment i know you're not going to know the likelihood is it's probably something to do with the screen at the front that's causing it to back gurgle because it's not getting away as quick as it should then you don't need to do to get there [usr] right but would that would that cause an issue upstairs the the kitchen sink is draining fine we haven't noticed that back enough the wee utility room bit where the old kitchen was there's been a bit of a bad smell there on and off that we haven't really paid much attention to but even going back further than that there's been a bit of a bad smell now and again [sys] right i don't [usr] in the wee center [sys] i don't [usr] of it [sys] know i i don't know is the honest answer and if we go tomorrow and we do what we can and you have an issue and the toilet does need removed then you do need to pay us to come back again that's what i just don't want you having to pay twice but i also don't want you having to take the toilet off when you're not well and it may not even need it to come off it's really up to you it's not [usr] now [sys] something that [usr] i did [sys] we can [usr] try [sys] we can [usr] i tried to get at at the very beginning i tried to get a plunger just as of a first port of call but i couldn't even get a proper plunger anywhere the only thing i could get i could get drain or basin ones but i couldn't get toilet ones anywhere and b and t or anything i got it was a pressurized cylinder thing i read up before i bought it and it it had really really good reviews it was a plunger end on it and it was a wee aerosol can it was supposed to do 15 times that's what it said 15 kind of goes but i did the whole pin over [sys] thank [usr] two or [sys] you [usr] three goes in over a couple of minutes and in the toilet that was the full cylinder down and it didn't make any difference [sys] right [usr] really at all [sys] ok is that stay in the toilet [usr] this was in the toilet i tried [sys] is the toilet [usr] that was [sys] backing [usr] the wee [sys] up [usr] pressurized [sys] or is [usr] cylinder [sys] it slow to [usr] i [sys] drain [usr] was getting out of [sys] no [usr] it it backs up slightly but then it'll go down now before the flush is finished it'll it'll go back down it might not it might not take everything away the toilet paper and stuff when it goes you might have to flush it a second time but it's never come right up to the edge [sys] right [usr] or anything [sys] if if i'm honest with you [usr] but i just thought that that that that might have that might have cleared something that full cylinder if it was something in the toilet or just just as [sys] if [usr] it leaves the bathroom [sys] if if the toilet is being affected we can do everything outside which is 75% of the work but if that soil stacks blocked which is [usr] right [sys] the small run between the toilet and the ground floor then the toilet needs removed for us to jet down it [usr] right you can now you can get i have been on the roof i know you're probably not supposed to walk on those flat tiles but i have been up there cleaning sockets and stuff you can stand up near the top of the soil stack but i don't know whether anybody would [sys] it's [usr] be willing [sys] not [usr] to [sys] that they're willing [usr] walk up [sys] they're [usr] on [sys] not [usr] it [sys] allowed with health and safety it's it's not my decision it's [usr] insurance [sys] it's just health [usr] property [sys] and safety won't we're not allowed to work overhead height unless there's a solid working platform safe working platform or because of the the pressure of the hoses that they're using and stuff [usr] yes i i no i understand [sys] it's [usr] that [sys] up to you we could go out and we could do everything we can tomorrow and we could get it all done the way we go or we could go out tomorrow and we couldn't get it done we need access to that stack in which case you would have to pay 100 and £10 for us to go back again after paying us 100 and 85 to go tomorrow [usr] right what do you think i don't know you need to plummet or remove the toilet probably and [sys] you're [usr] sorry [sys] ok [usr] for [sys] go ahead [usr] back and forth but can i get and see if i can get in touch just because of the time of year and stuff if i can [sys] yes [usr] get in touch with a plumber we know i think my partner's granny knows a plumber [sys] because [usr] that [sys] plumbers [usr] may [sys] are [usr] be able [sys] hen's [usr] kind [sys] teeth [usr] of just help [sys] to be honest [usr] us out [sys] with you [pii] we're not allowed to remove toilets because the guys [usr] aye [sys] that sounds ludicrous but the guys aren't trained to lose them if they break them or something certainly i can hold it [usr] no [sys] for [usr] if i just leave things as they [sys] yes [usr] are just [sys] absolutely [usr] for an [sys] absolutely [usr] hour or two and then i'll get back in touch if we have we have we're [sys] bullshit [usr] hosting christmas and there's a whole crowd of ones coming here and i don't [sys] no [usr] want it [sys] you're [usr] to [sys] right [usr] get [sys] that's all [usr] blocked [sys] you'd need [usr] when everybody's here [sys] no problem [pii] get back to me before three is that alright [usr] thank [sys] thanks mate bye bye bye bye [usr] all that's [sys] mate bye [usr] grand thank [sys] bye bye [usr] you for your help thanks now bye bye | 6Qualified Lead
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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 dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon you through to dino talking for how can i help you [usr] good afternoon we had a visit from a couple of your engineers at the tail end of last week to fix a a blocked drain but the the problem has come back again [sys] ok what's the postcode thank you [usr] it's [pii] [pii] [sys] the first line of the address thanks [usr] seven mile two gate [sys] and your name is [usr] do they [sys] [pii] [usr] that's me [sys] ok it's got right paid 100 and £80 rotted clear blocked upper upper toilet faulty slow filling system causing blockage no guarantee on this but ok but it was only last week 45 days ago ok i can book a new job in mister [pii] is that ok [usr] well am i gonna have to pay or or does it covered with 100 and 80 i already paid [sys] i'm not i'm not sure you'd have to ask the i don't work in that area don't you'd have to ask the the the engineer from alva ii i think it should be covered because it's only five days ago but you'd have to you'd have to speak to them [usr] i mean [sys] is that [usr] it [sys] ok [usr] was it was the last time to to sorry i got blocked up but the thing is i don't want somebody coming here and then saying he's gonna charge me another £180 what i mean [sys] right do you want me to put you through to the local office to speak to them just they can confirm [usr] well [sys] that you won 11 minute won't be a sec [usr] thank you [sys] it's the same situation again it's just it was before [usr] same same situation [sys] ok won't won't be a minute ok [usr] ok ok [sys] hello mr [pii] [usr] yes [sys] i've checked with the local office it would be it would you would have to pay again to get somebody out again i'm afraid [usr] well in that case i'll go i'll go somewhere else no problem [sys] ok sorry about that ok i can give you do you want the direct number you can speak to them or [usr] no point if that's if that's what i'm saying i took [sys] he [usr] it [sys] said [usr] out [sys] it's because it's not it wasn't guaranteed or something i don't know what the problem [usr] and that's [sys] was [usr] what the guy's written on a ticket but i mean that's his opinion obviously i mean if it's it's just one of these things i i'll i'll go elsewhere it's no problem ok [sys] ok sorry about [usr] ok [sys] that ok thank [usr] right [sys] you [usr] thank [sys] cheers [usr] you bye bye | 6Qualified Lead
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[usr] it went bad bad today [sys] thank [usr] they [sys] you [usr] should [sys] for [usr] try [sys] calling dino [usr] and sell [sys] rod [usr] us home [sys] partners [usr] care cover while [sys] with [usr] i told [sys] british [usr] her that [sys] gas [usr] my [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] why my dad canceled [sys] did you [usr] her [sys] know that you [usr] i [sys] can [usr] do [sys] now book [usr] know [sys] plumbing services online in a few easy clicks visit dino dot com for details [usr] we might never [sys] alternatively [usr] to be we [sys] please [usr] are [sys] hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] she cried murder when you went out right it might be more she had a little roof [sys] dino is one of the [usr] i'm [sys] uk's [usr] glad [sys] leading [usr] it was [sys] plumbing [usr] him though [sys] and [usr] because [sys] drain [usr] he [sys] servicess [usr] he [sys] from [usr] hates [sys] blocked [usr] water [sys] drains to burst pipes and busted boilers we're here to help [usr] parkinson it was patterson how you cook right [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year [usr] that's all right the dining table [sys] morning speaking to how can i help [usr] hi there i rang earlier about we've got a severe leak downstairs and i was told that obviously we're getting an emergency call out and things it's just been a couple of hours and we're still having water coming through our ceiling and i understand you'll have lots of emergencies it was just if we could check the progress on it [sys] i can what's the postcode please [usr] [pii] [sys] i think it was me that booked it [usr] i think [sys] er [usr] it was yes i'm very [sys] there [usr] sorry to be bothering [sys] you are [usr] you again [sys] no it's all right no worries [usr] it hasn't stopped [sys] [pii] [pii] right let's just see where he is it is definitely booked and he's gone to the engineer it depends what he's got well let's see where he is at the minute [pii] right in [pii] nine at the minute where are you [usr] it's not too far away [sys] no your dh a what else have you got on your dh a h one three six he's gonna be his next job if i'm honest er [usr] next job right ok [sys] he'll [usr] perfect [sys] be his next job he'll give you a ring [usr] that's [sys] once [usr] great [sys] he's done with that one before he makes his [usr] no [sys] way [usr] that's [sys] to you [usr] perfect and if you won't be very far away that's [sys] no [usr] brilliant [sys] he's only [usr] thank [sys] right [usr] you [sys] no [usr] much [sys] no worries right take care see you soon [usr] bye now bye [sys] thank you | 6Qualified Lead
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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 good morning [pii] [usr] hi good morning i'm not sure if this is the right department she confused me we had our tarmac our our drive tarmac and we can somebody tarmac over it we can't find the outside drain is there any way that you can use something to figure out where the drain should be and then i could try try and get it get the tarmac out of it or something [sys] was a tarmac over in your ownership [usr] yes yes i i [sys] and have you any idea where it could have been [usr] well we thought it was down in this three half garden thing we had that was dug up but the [sys] what's the address please [usr] the address is [pii] [sys] i know we are [pii] i live down beside you two seconds sorry [usr] ok [sys] sorry to interrupt you there by the way i just want to look at it while you're chatting to me [usr] ok [sys] you're facing and fisher are you [usr] yes [sys] around right there are [usr] s [sys] you [usr] just opposite rehire [sys] i passed her front door last night there was two seconds 64 just as i thought [usr] well [sys] have you a white door to the right hand side of your house night to [usr] sorry [sys] have you a white door [usr] yes [sys] at the side of your house [usr] no yes [sys] no problem [usr] yes the the yes that's the back that opens it out with the bins and things down to the garden yes [sys] no worries and when did you get a tarmac [usr] er a few months ago the guy that was digging it up for us went i had to get somebody out because long story sorry my husband's ill and he has these secretions and i ended up using lots of toilet roll to whatever and we got somebody out from mot my home or something and he cleared and he just said to me you have another problem he said there is no outside drain it's been covered up the one that should be in the garden i phoned [sys] ok [usr] the guy that had organized all of this and done the digging at the tarmac company and i said to him about it and he said no what what was in that what we thought was the outside drain he said it was a there was a pipe piping in there that wasn't going anywhere and he said it definitely wasn't a drain [sys] right see see the guy that tarmac it i don't know who it was and i'm glad [usr] i don't [sys] i don't [usr] i honestly don't know myself i left it up to him and he was the one that did all the dealings and we paid the guy that that had done the work and then he paid [sys] who [usr] them [sys] who [usr] or whatever [sys] did you deal with sorry you dealt [usr] his [sys] with the guy [usr] name [sys] that done the drains [usr] the guy that did the drains that unblocked that i can't honestly remember his name i think i looked it up and tradesmen and i think it was mot my house [sys] never heard of them [usr] that was the name of the company he was able [sys] c [usr] to get inside of the house and unblock the drain outside the toilet and he had said to me you may tell your carers not to put wipes and things down the toilet [sys] well that's that's standard [usr] well [sys] anyway [usr] obviously i've stopped that but he just said to me good news and bad news he says i've unlocked your drain but somebody has over your right side dream and [sys] right i'm looking on google i'm looking on google earth here and it shows your driveway before it was tarmac it gives me an indication of where the drain would have been [usr] yes that's what we need [sys] nine at the at the i can't see have you a bit of grass in behind the wall or a bit of greenery shrubs and [usr] we did yes [sys] plants [usr] because we got driveway we got a new wall built and all that when we got all that done outside [sys] right [usr] and we used to have a wee semi circle garden with a couple of heavy [sys] was there [usr] plants [sys] any drains [usr] and [sys] in that wee garden do [usr] well that was where my husband and i see he's a quadriplegic now he can't even get out to to do all the things he used to do and he swore that that we covered thing that we had out there but when i said to the guy [pii] who had been doing work i phoned him up and i said [pii] you have tarmac over the drain and he said to me that wasn't a dream there was nothing in there it was just a pipe that wasn't connected to anything [sys] how does he know that though [usr] cos he was the one that dug it up [sys] right [usr] did he [sys] ok [usr] did the dig in before because the old concrete and everything it all had to be dug up to be able to prepare [sys] see [usr] it [sys] i'm not i'm not asking to stop your neighbors here but cc number 66 [usr] c number what [sys] see number 66 to the left of your house [usr] and i show do what the wee man that that from from the mot he said to me i said we used to my husband thinks it's down here and he stepped over the wee wall and he showed me where his house but then again ours didn't look anything next doors [sys] right generally what i obviously am surmising here and it can't be 100% of course but c number seven let me see number 66 has a small black circle just about 2 ft inside their their gate [usr] right [sys] that is most likely going to be what we call a bt it's a trap it's an old victorian [usr] right [sys] drain and that's why there's no man holes there [usr] right [sys] now generally they're on the perimeter of gardens they're generally just inside the the the front [usr] to [sys] hedge [usr] get [sys] or front wall which is why i asked was there a small circular or square drain [usr] no [sys] in that bit of rubbery [usr] it was sorry you said 66 i thought it i thought it was 64 which we are attached to and our 62 that we are attached to and it was him he stepped over the wee wall and showed me the guys but it it it when he lifted up the cover there were wee tiny holes in a grill or something and he said you should have something that but we [sys] see [usr] never [sys] if you look [usr] did [sys] if you look at the one that's not attached to you the one that your driveway is shared with [usr] yes [sys] number 66 i believe it is they have an exemplary one they have a bt just inside their front gate and that is access to the front drains now [usr] right [sys] it's not 100% that every house has to have one because some houses don't but on [usr] right [sys] your on it's very it's very [usr] confusing [sys] it's very irregular sorry [usr] it would be just typical of this house and everything nothing ever works out easy [sys] if [usr] for [sys] you [usr] us [sys] said that your husband surmised that there was a little drain in those shrubs in the garden the semi circle that used to be there i would agree i would agree because that's generally where they are because if you imagine [usr] right but then [sys] if you imagine [usr] sorry [sys] see if [usr] go [sys] you're [usr] i'm interrupting [sys] you're right [usr] sorry [sys] see if you look at number 66 and imagine that's your house see their wee black circular drain that would be [usr] right [sys] if you if you flip that on to your house that would be where your we green bushes and stuff used to be that are in this photograph on my phone [usr] but then why why did the guy say that it wasn't it didn't look originally it didn't even look anything number 60 fours what i mean we didn't have it stuck up it it it was stuck up in the wee garden thing then he had to level it all off obviously [sys] it's [usr] but [sys] called [usr] i [sys] it's [usr] said [sys] a bt [usr] he definitely [sys] it's an old drain have anyone around the side [usr] we have just the drain that's coming for you see my brother built an extension at the back because of my husband's [sys] i know what you mean [usr] illness we we have a drain that's outside his now bathroom that had been built on [sys] but your brother didn't build over any existing drains [usr] no [sys] ok [usr] no [sys] on this google earth [usr] he [sys] there's [usr] wouldn't do [sys] a [usr] that he he had a he has a building [sys] control [usr] company [sys] and stuff on this google earth in the middle of your driveway well more to to the left and beside the gate there's a a gray [usr] i'm outside walking [sys] you'll not see it now but on google earth if you look at that number 66 [usr] no [sys] 1 [usr] i mean [sys] you'll see [usr] i [sys] the wee black [usr] look [sys] circle [usr] at i look i can look at theirs and that's what i was going to do and see if i can see theirs see there's something we have a wee drain that's at the bottom of the pipe just to my right [sys] just beside the white door [usr] from the side of the house yes [sys] alright [usr] we never had anything that roy's we never had anything that in the middle of the drive [sys] right see on google earth i don't know where you have access to the internet but if you type in your address on google earth you'll see there's a white square that has been cut out of the tarmac now that might have been for gas it might have been for electric it might have been for utilities but there's a there is a gray square there i don't know what it's for but if you have any drains around the back apart from the one that your brother put in [usr] well you see he didn't this whole house we had a double garage and everything that we had to knock down he only put in a small drain at the bathroom no [sys] i [usr] two [sys] just sort [usr] there's [sys] out the toilets and stuff [usr] yes yes there's a big square one that the guy lifted up the last time to clear the drain for me [sys] now 66 i'm looking at google earth here and i can vaguely see it 66 have a black circular drain out there back and i can see it on google [usr] right [sys] earth [usr] well we don't we don't we never had [sys] in your house your house now it would have had an external but your house now has an internal that because it runs through your extension see [usr] right [sys] your upstairs toilet is it it looks on google earth it looks when you flush that toilet the the the waste doesn't go down it goes down the original soil stack but it now runs through your extension [usr] right [sys] if you're standing downstairs in the extension you may well hear the waste coming down the toilet if it's flushed inside [usr] right well i never hear that but then again if i'm upstairs [sys] you may not hear it it may [usr] i wouldn't [sys] just be built [usr] hear [sys] built [usr] it [sys] in in such a way that you you don't i was looking at number give me one second just have a look here [usr] 642 [sys] i can't see 62 because there's a car on the driveway but c number i don't want you to be walking [usr] yes [sys] around [usr] yes [sys] walking around a lot of drive all day but [usr] no they'll be thinking i'm [sys] i will i'm simple too and i live down there you maybe see me walking around looking at gardens too but see number 74 [usr] wow [sys] number 74 has a bt at the bottom of their driveway too in the middle [usr] right [sys] and i'll not go down any further because you'll you'll end up being a taxi but [usr] no i really i really i'm not even properly [sys] no [usr] dressed [sys] don't worry [usr] for going [sys] but [usr] outside don't mean [sys] are [usr] in the [sys] you [usr] house [sys] are you having any difficulty with your dreams [usr] not at the minute no well yes i am there's something there's something about you see the guy that did the drains and he he said he would finish off the drain pipe that it was above the drain there's a gap between the white that's down the side of the house and then the drain that's at the side [sys] that's [usr] of the [sys] your [usr] house [sys] stormwater drain [usr] and [sys] that takes the gutter off the roof [usr] well there's a lot of white stuff on my black tarmac [sys] i can see white stuff coming out of that train on this on this page here now i don't know where it's just something random [usr] yes [sys] but you're welcome to send me photographs [usr] i don't [sys] and i'll try [usr] know [sys] and [usr] either [sys] help [usr] because [sys] you out with this [usr] he didn't finish the guy the guy [pii] was supposed to finish that and put on a wee ending from that it went straight into the drain [sys] a wee scoop [usr] but [sys] a wee [usr] looking [sys] a wee t [usr] at [sys] on the end of it [usr] he i don't i'm not very good and i'm an old lady and i'm not i'm not used [sys] you're ok [usr] to all my husband did for me i was spoiled and now he can't unfortunately where would it what photos would help [sys] see if you can take a photograph stand at your front door of your driveway it'll not probably show me very much but just it's better than nothing then take photographs of anything around the side the drains around the side the drain of the white stuff coming out of it and the drain at the back and if you take a photograph of the [usr] right [sys] back if you're looking up at your back toilet at your upstairs toilet take a photograph of that wall as if you're taking a photograph of the bathroom window are you able to email [usr] right [sys] them or do you need a text do you need a phone to whatsapp them to me [usr] to tell you the truth i'm going to need my sister-in-law to help me she's the one that all this and to be honest i didn't think it was she left me the number at all yesterday to ring she said down the road we would be able to but i will get in touch with her and then what's your name and i'll ring you ring [sys] my [usr] you [sys] name [usr] whenever [sys] is [pii] my [usr] i get [sys] concern [usr] sorted [sys] is that you have no access to your drains in the future if there is any problems with them [usr] this is the problem [sys] you do have access [usr] i don't [sys] to the gully but if your system isn't combined then you have no access to your fire lines you can send me [usr] right [sys] photographs and if you have any difficulty sending photographs i live beside you i don't mind having a look at it some day if you wish if your husband's not well enough get out all right [usr] would be that we can't use it bedridden at the minute because he has [sys] sorry [usr] sores [sys] it's sorry to hear that [usr] and everything [sys] well i give you i give you [usr] man [sys] my email address and if you want to fire those photographs across then i'll chat with you via that is that all right [usr] right i i will definitely [sys] it's [usr] you give me [sys] it's [usr] the email [sys] [pii] [usr] address please [sys] [pii] [pii] [usr] ok [sys] [pii] [usr] right [pii] [pii] not [sys] it's [pii] [usr] that [sys] and then [usr] what's [sys] [pii] [usr] that you're gonna [sys] you're [usr] shout [sys] ok i won't [usr] at [sys] shout [usr] me [sys] at you [usr] it's [pii] at [sys] it's [pii] [pii] [usr] that's [sys] [pii] [usr] right [sys] all right [usr] that's it i've got it was only the last three [sys] no problem [usr] days yes i will see and as soon as i can get my sister to come and do the quote she [sys] no [usr] gets better [sys] problem [usr] at emailing [sys] or if your [usr] and everything [sys] sister in law can [usr] than [sys] come [usr] i am [sys] and get the photos i'll certainly call to look at the drains for you free of charge just to just to see what the what the crack is all right i just live [usr] thank [sys] i live [usr] you [sys] around the corner [usr] yes [sys] all right [usr] that's brilliant i i would really really appreciate it just in case we [sys] if [usr] do have [sys] you [usr] problems [sys] if you do have [usr] down [sys] any issues [usr] the line you [sys] getting [usr] know [sys] your your sister in law to to show you how to send photos give me a shout and we'll get it sorted for you one way or the other ok i hope your [usr] ok [sys] husband's all right [usr] you're [sys] no [usr] an [sys] worries [usr] absolute [sys] take care bye bye [usr] thank you much [sys] bye [usr] thanks [sys] bye [usr] ok bye | 6Qualified Lead
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[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good morning you're through to british gas my name is [pii] can i take your name [usr] yes it's [pii] [sys] thank you for that and how can i help [usr] i've got an appointment today with dino rod and i'm just wondering if i can change it till tomorrow please [sys] certainly let's get some details go into the account and just see if that's possible what's your postcode [usr] [pii] [pii] [sys] sorry you're breaking up there [usr] [pii] [sys] yes [usr] [pii] [sys] one delta [pii] and the first line of the address [usr] it's [pii] [sys] let's have a look [usr] and if i can have the same engineer engineer what was posted out today [sys] ok now i don't have the details of the actual engineer's rosters the only way that you'll be able to get that done is if you were to call at 8 a.m. and that'll take you through to the local office and they would then have the engineers there to see who is working but let me have a look and just see what the job is that you've got there [usr] it's a drainage problem [sys] ok ok i'm just gonna see what one is available without [usr] but obviously [sys] take [usr] if i if i if i change the appointment then i can ring them up later on today [sys] well [usr] just say can i have the same engineer if what i mean instead of booking it [sys] i mean [usr] once [sys] the one thing that i can do is i can get this cancel the appointment and then if you were to call a little bit later on then you could get [usr] can't can't [sys] another [usr] you just [sys] appointment [usr] can't [sys] made [usr] can't [sys] but [usr] you just [sys] i can [usr] change it [sys] i will i'll certainly try but i said i won't be able to get the same appointment let me just have a look because you've got an engineer by the name of [pii] is it that's coming out [usr] i think [sys] ok that's the one that has been assigned to [usr] i think it was because i was supposed to add him yesterday [sys] ok let me let me just go into the account and just see if we can get that what i wanna do is just try and book a fresh appointment out and that want [usr] because obviously [sys] to see [usr] [pii] obviously i i explained everything to [pii] on the phone what the problem is and obviously he was gonna come and have a look because last time when i had an appointment in june or july i know i'd just put some rods down the metal rod 7 m down and couldn't find anything and obviously they said well we can't do anything cos it's under the floorboard [pii] obviously said he's gonna do a proper look at it and to [sys] ok [usr] see to see obviously where it is because if it does if it is under the floorboards then obviously doesn't have to be a plumber what comes out [sys] right ok ok just trying to go back into the account to try and get this well i don't wanna lose the appointment that's why normally what we have to do is get that change but then if it's not working then it'll be a bit of a an issue on that what's the name on the actual account [usr] i think it's [pii] obviously i'm the tenant in the building obviously my name's [pii] i'm [sys] yes [usr] the tenant [sys] sir [usr] in the property [sys] what's the landlord's name again sorry [usr] mr [pii] [pii] [sys] ok let's have a look and just see if that's the one that's coming up there [usr] but apparently they was the one who obviously arranged the appointment and obviously they said if i have any issues obviously to ring they gave me your number to ring you up i'm de i'm dealing with you as myself not keep going forward and backwards [sys] no no no understand understandable ok let's have a look [usr] because i know at the minute as well there's a in insolvency company in place as well called [sys] ok [usr] opus insolvency [sys] have a look i'm just going into and ok unfortunately it's not something that i can do it's not allowing me to do that reason being is that it has already been assigned to [pii] and he's the only one that's got the details it looks you would have to call in the daytime and get that rearranged from 8 a.m. i'll give you the number i've just tried to see if i can do that and it's not allowing me to do that reason being is that it's a private job that's been booked with [pii] [usr] is it [pii] number [sys] that's the [pii] now they're only open from 8 a.m. onwards up to 6 p.m. after that it comes through to the national office which is where you've come through to right now [usr] ok i'll ring them up at eight o'clock [sys] ok then sorry about that ok then [usr] no it's fine [sys] cheers [usr] no worries thank you [sys] right now [usr] first one | 6Qualified Lead
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[sys] to speak with someone about an existing job press one or for a new inquiry please press two 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 good afternoon [usr] hello good afternoon my name is doctor and the address is [pii] now the dinosaur plumber was here on tuesday and that was through the scottish [sys] -huh [usr] care home care plan you see and the basin in the bathroom was blocked we cleared the block but the water is leaking from the tap underneath [sys] right and what was your postcode [usr] eh [pii] [sys] [pii] right what you have to do you'll have to phone british gas and get a new job ready for us to re attend [usr] but i was told that there is a year guarantee with your job that's why i'm phoning you that's why [sys] but [usr] i'm [sys] everything [usr] phoning [sys] comes [usr] you directly [sys] through british gas we don't have access to their system to raise a job [usr] finish [sys] for you and because you've got the home care you have to raise a new job through your home care you have to phone [usr] ok [sys] british gas [usr] i have [sys] sir do [usr] to phone [sys] you want me to give you the [usr] then [sys] phone number or [usr] about eight minutes [sys] not a problem [usr] can you give me the number [sys] ok it is [pii] [pii] [pii] ok thanks now bye [usr] ok thank [sys] bye [usr] you i will call them | 6Qualified Lead
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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.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to [pii] my name is [pii] how can i help [usr] hello this is [pii] calling from apollo care line we contacted yourselves to one of our sites yesterday morning i just wanted to find out what the outcome was there as we've had another call from site if i give [sys] ok [usr] you a postcode would that [sys] what's [usr] help [sys] the postcode please [usr] that's [pii] and it's [pii] [sys] ok just hold the line i'm gonna put you through to a member of the key accounts team and they will look into that for you ok [usr] thank you [sys] let me if i can good afternoon you're through to [pii] speaking how can i help [usr] hello this is [pii] calling from apollo care line we contacted yourselves yesterday for one of our developments and i was just wondering what the outcome was when the engineer when the premier attended if i could give you a postcode [sys] that's fine [usr] ok it was l a [pii] alpha [pii] and it was [pii] [sys] ok it seems the call they called the customers she said the problem problem had already been resolved they didn't end [usr] ok all right he didn't attend all right thank you very much for your help [sys] no worries bye [usr] ok take care bye bye | 6Qualified Lead
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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 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] i think my phone's got problems the wires are short the fever [sys] you're speaking to how can i help [usr] hi i was just put through to the booking line but i got cut off [sys] sorry can i take the postcode of where the property is [usr] [pii] [sys] right let me just try to get through to them welcome to south [pii] speaking how can i help [usr] hi i just got through a moment ago but it got cut off i need to book an appointment [sys] ok am i speaking to the customer or the agent please [usr] with the landlord [sys] ok hello sorry ok can i get your name please [usr] and you want the company name or my name [sys] is it a commercial property [usr] sorry [sys] is it going to be a commercial property where we need to we need to book the job [usr] no [sys] for [usr] it's not a commercial property it's a residential property [sys] ok [usr] but obviously we have to be invoiced under the company name [sys] i understand ok can i get your name and the company name please [usr] my name's [pii] [sys] [pii] ok and your company name [usr] the company name is bench level [sys] bench level yes [usr] properties limited [sys] ok and your contact number [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok this is obviously you're not a british gas customer this is a personal call is that correct [usr] no it's personal i've got two properties with the same problem they're next door to [sys] hm [usr] each other [sys] ok [usr] the kitchen sinks seem to be blocked and the water's coming back up them er we [sys] ok [usr] have put a rod down them but it's not clearing it i need somebody to come and [sys] ok [usr] look into it further [sys] all right ok ok can i get the the postal code of the properties please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] and bravo [usr] yes that's correct [sys] ok wonderful ok firstly right let me just quickly check the system and see what's happening and i'm then i'm gonna phone you back just to confirm the appointment date and details with you ok [usr] is it is there any chance it'll be today [sys] i highly doubt that we're running this week and we've got a few emergencies on our hands [usr] ok [sys] really big [usr] we [sys] emergencies [usr] if it's not today i'm gonna have to leave it thank you [sys] it's not gonna be today [pii] i do apologize [usr] ok no worries thank [sys] all [usr] you [sys] right [usr] bye | 6Qualified Lead
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[sys] thank you for calling dino rock 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 shop at dino how can i help [usr] good morning my partner owns a flat in [pii] and has been ongoing problems with drainage from the kitchen sink and i've recommended she comes to someone yourselves and i just wondered what the likely cost was gonna be to to to get you in this is in [pii] [pii] [sys] yes is it your home address where you live [usr] it it's it's my partner's [pii] a flat which she's got a couple of tenants in but it's we've just had ongoing problems with the drainage from the sink [sys] right [usr] and and one does | 6Qualified Lead
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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 plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] here at dino how can i help [usr] hi i've got a an appointment with yourselves with one of your plumbers to come round today i just wanted to check that still was the case the message i got said around 8 a.m. to 1 p.m. [sys] ok it'll be a morning appointment that's correct and they'll call when they're on their way and what's the postcode i can double check that for you [usr] it's [pii] [sys] [pii] ok that's fine still open and scheduled to be attended today i have that on the system for you [usr] that's brilliant and just to just stand to check with you sorry it is a case of obviously there's no call out fee if obviously the the plumber sees there's obviously a leak or whatever he'll let me know how much it's quoted for and it's up to me maybe not i pursue it there and then [sys] that's correct you're under no obligation [usr] that's fine i'll probably get it fixed to be honest with you there and then does it tend to take quite long i think it's a a pipe that needs to be changed [sys] it would it would depend it varies the engineers would be able to give you a bit more of an indication of how long it would take once they've had an assessment and had a look it's a bit difficult for me to advise that over the phone i'm afraid [usr] of course no i understand sorry ok that's brilliant thank you very much for letting me know [sys] not a problem at all have a nice day [usr] you too thanks bye | 6Qualified Lead
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[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes [pii] speaking how can i help you [usr] hi i called about an hour or two ago regarding i'm calling from the bmw manufacturing site we are mighty we subcontract to bmw facilities [sys] ok [usr] i called about an hour or two ago saying that we don't have a contract with you on the bmw contract however my with the preferred supplier you're our preferred supplier [sys] ok [usr] the guy said to me to leave it with him and he would get somebody to call back within half an hour and now one of my team the help desk was called back and we've been told that we didn't raise a job with you i i didn't raise a job with you i i said could somebody let us know if you guys could come out tonight [sys] what's the postcode of that property there please [usr] it's [pii] [pii] [sys] and what's the address there please [usr] it's bmw manufacturing site [sys] at the moment you guys don't have an agreement with us but did you say that that you go through a group called mighty is that right [usr] that's correct it technical services [sys] ok ok ok ok that's fine now what they usually do is they usually email us have you contacted them do you use them and then they contact us in terms of booking a job for you is that how it works through yourselves [usr] no i'll tell you why because we don't usually use you you you guys it's just that we're in [sys] right [usr] a in in a bind and we're really stuck and obviously this is an emergency call out [sys] it's just a one off is it ok well i can certainly book it in for you that's not a problem at all and it's usually within about four hours that a engineer will contact you within that time frame and [usr] bye [sys] tell you what time he will be there and how much it will cost [usr] ok er obviously it doesn't matter really to be honest with you what the cost is it's it's a real emergency because what it is i think er er a pumping station it's kind [sys] ok [usr] of blocked and we don't want raw sewage coming up into the car park onto the new mini [sys] right ok ok [usr] it's real emergency is obviously you say it it's four hours it could be up to four hours before somebody contacts us do you think it would be tonight in the morning early early hours of the morning that somebody could attend [sys] if it's [usr] with [sys] a pumping [usr] the [sys] station i i can i don't know how big this job is because we only have one engineer throughout the night working ok and he's got a minimum amount of tools and [usr] ok he he doesn't have a tanker [sys] i mean if it no no no if [usr] it's [sys] it's a tanker that's required then that's gonna be have to be done in the morning [usr] ok [sys] and if it is a tanker what i can do is i can give you the direct phone number for the people that you need to contact in your area tomorrow morning [usr] do you [sys] it's [usr] know [sys] not [usr] even [sys] something that we're able to book in for you [usr] to be honest with you even if somebody could come out just to assess and even try and unblock just a little bit it it i mean a tanker can wait if somebody could [sys] he'll probably it's highly likely that he will refuse the job to be honest he's not he they only come out for emergencies tonight not not to assess at all but [usr] i mean [sys] if it's a tanker that's [usr] i mean [sys] go on [usr] to even just unblock a little bit even anything anything to help [sys] ok bear with me one second can you just tell me the circumstances there at the moment what's been affected that makes you think obviously there's something blocked within that pumping station is the toilets blocked at the moment or are you having difficulties now [usr] er no er i think historically it's just the pipe work isn't big enough i think what at the moment they are making the pipe work bigger and our guys have just been going there daily to make sure it's not blocking up or there's no issues our guys go all the time it's just that sometimes it does seem to get blocked and then what happens is metros usually come out and just unblock it and then [sys] ok [usr] we carry on thing [sys] all right what's happening now though overnight what's happening now [usr] there some blockage some blockage has happened for it to i i i'm not a technical i don't know exactly how it all works but [sys] ok [usr] i it's coming up i don't know i'm not sure how to even explain it it's coming up a bit i don't know how do these things work but it comes up [sys] that's [usr] and [sys] fine can you tell me is any sewage appearing from anywhere at all that you can see [usr] i think they can see it coming up and the manhole thing they can see the sewage coming up rising if what i mean i can get somebody technical [sys] the sewage [usr] to explain it to you can i get somebody to phone you now and i and they can explain cos i'm not [sys] i mean [usr] technical [sys] all we need to know is just a brief description of what the problem is [usr] ok [sys] we can give that to the engineer [usr] of course [sys] i mean i mean are you ringing from the site itself are you or [usr] i'm at home but i'm just trying to help but i there's [sys] ok [usr] a technical supervisor that's on call right now that i can get him to phone you can i get him to phone you and [sys] yep [usr] can explain it [sys] that's fine all you need to do just phone us we need a brief description of what the problem is and then if we feel that obviously then it it is something that we could attend to tonight then we'll tell the chap if we can send it all or not all right [usr] what no worries i say metro i usually attend to be honest with you they can't tonight and they usually attend unblock [sys] ok [usr] it a bit and it carries on thing [sys] right ok all [usr] but [sys] right [usr] i'll get [sys] that's [usr] i'll get [sys] fine we just need a little bit more information just get that up to and then we'll take it from there [usr] ok i'll get him to phone you thank you [sys] thank you bye bye [usr] right | 6Qualified Lead
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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 morning you're through to dino my name's [pii] how can i help [usr] good morning are you in the [pii] branch [sys] no i'm not i'm [usr] right [sys] the [usr] well i've just i've just spoken [sys] ok [usr] to i've spoken a quarter of an hour ago to a colleague of yours and she asked me to ring back in 10 minutes because we can't get through or you can't get through to the whole office i i'm in a a quite an emergency really i've got a 99 year old dad it's just the two of [sys] ok [usr] us here and we had a british gas engineer came yesterday was in the loft where the tank is and then about four o'clock last night there's water dripping through the the light switch in the bathroom i rang british gas last night and i managed to get an appointment with [pii] between eight o'clock and six o'clock today well it's a long day six o'clock with an 80 year old sorry a 99 year old dad with [sys] as [usr] no [sys] in [usr] access to water or anything that i was ringing the lady i spoke to the lady to see what the expected time of arrival was and she just couldn't get through at all they're just not connected they're just not answering either answering the phone or she said it was an open switch can you help me [sys] can i take the postcode from you please [usr] you can i mean just a bit i'm sorry if i sound a bit i i'm just in a little bit anxiety with it all hu [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [pii] [sys] [pii] and the last three parts of the postcode were [usr] it's [pii] [sys] thank you first line of your address [usr] [pii] [sys] and is the booking in your name [usr] i i don't it'll probably be in my father's name [pii] [sys] well for data protection purposes we can only really speak with the person who's made the booking [usr] right i'll put you on to him just one moment i [sys] thank [usr] the booking [sys] you [usr] it's [pii] i don't know whether they've put [sys] ok [usr] it on [sys] let me see what i can find [usr] is he here if if i'll get him to speak [sys] ok [usr] to you [sys] yes he's your father there at that place [usr] sorry [sys] is your father there then please or [usr] yes [sys] father [usr] i [sys] in [usr] know [sys] law [usr] my [sys] sorry [usr] i [sys] can [usr] know british [sys] i speak to [usr] staff [sys] him [usr] do have my name they do have my name on reckon but i'm the second signature to speak [sys] right [usr] just [sys] as [usr] just [sys] this [usr] one moment [sys] is a british [usr] i'll put [sys] gas [usr] that on [sys] customer then then really you should be speaking with directly with british gas [usr] well can i speak to the lady that i spoke to 10 minutes ago who asked me to ring [sys] we [usr] her back [sys] can't transfer calls unfortunately on this number [usr] ok [sys] and [usr] this gentleman can't do anything for us dad the other lady was going to ring diner on but this gentleman can't do anything this is from i think it's the north east he wants to know that you're here that you've made the booking [sys] hello [usr] well you [sys] there [usr] know hello hello hello [sys] hello is that mr [pii] [usr] i can we've got a leak in the in in in in the in the in the bathroom and it's coming out of electric out electric out out the where the the bb is and we we've shut shut the we've shut the cock stop cock off last night we've [sys] ok [usr] got the heat on is it all right to keep running lately with no water [sys] well i can see i can see an appointment booked for you at the moment but i just need to be able to speak with the local office which i can't do all i can do is i can give i think i've already spoke can i speak with your is it your daughter in law [usr] yes [sys] could i just speak with [usr] i'm [sys] her again [usr] here i'm here [sys] hello there [usr] hello [sys] right [usr] can you see [sys] i just [usr] it's [sys] need to put [usr] called [sys] you i just need to put you through to see if i can get through to the local office that's the only thing i can do the only other thing is you can call british gas direct regarding this let me just try if i can get through to the local office [usr] i [sys] for [usr] know [sys] you [usr] but it's 40 minutes wait it's it's really distressing the service we're having is not that [sys] i [usr] good [sys] understand that bear with me [usr] please help me [sys] hello there [usr] hello [sys] yes it looks i can't get through to that down the road office anyway but just bear with me again just hold the line once more i'll see if [usr] thank [sys] there's anything [usr] you can't [sys] else [usr] email [sys] i can do [usr] them or something can you it's just [sys] what i the only other option i can do is pass you through to the british gas team i i can try once more try the local office [usr] please [sys] the other option would be to put you through to the british gas team [usr] please [sys] hello there unfortunately i'm not being able to get through let me try and transfer you through to british gas [usr] and [sys] thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us | 6Qualified Lead
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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 [usr] yes [sys] for details alternatively please hold your call will transfer to a customer service advisor we record calls for quality and training purposes you my name is how can i help [usr] hello i'm calling from intake farm primary school in [pii] i wondered if you do a same day service [sys] we can come out we can come out for the same day [usr] what it is is we've got a it's an internal outlet pipe a drain pipe between our roof and our ceiling tiles in our nursery and it's the outlet on the roof is blocked because [sys] ok [usr] it's a flat roof all the water is pouring through in through the ceiling we just need that pipe [sys] ok [usr] blocking unblocking but it is on a roof [sys] what's the postcode for the school please [usr] it's [pii] [pii] [sys] i'm gonna give you a number to dial just that they they can be more specific as to what time they will be coming out did you say november golf 19 ok bear with me a quick second ok the number to dial do you have a pen please [usr] yes [sys] it's [pii] [pii] [pii] [usr] ok [sys] ok well if you give [usr] ok [sys] them a ring [usr] thank you very much [sys] no problem [usr] ok [sys] cheers [usr] brilliant [sys] bye [usr] thank you bye | 6Qualified Lead
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get 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 [usr] hello [sys] good evening british hello [usr] hi there i need to speak to a senior member of staff please because i believe dino have damaged my toilet they will need to cover the cost of a replacement [sys] i'll raise the complaint for you can i get the postcode of your property please [usr] [pii] [sys] are you the account holder [usr] yes i am [sys] and the phone number and the street name please [usr] [pii] [sys] and can i take your name please [usr] [pii] [sys] thank you much for calling my name is auntie i'm just waiting for the address to get done could you please verify your email address for me [usr] [pii] [sys] can i ask when was the job carried out [usr] saturday [sys] let me just see the details of the job can you give me more information about [usr] i need [sys] what [usr] to [sys] happened [usr] speak to a senior [sys] i can [usr] member of staff please because i don't wanna have to repeat everything again i've already i was already in the process of doing that and i got cut off i i'm just a little bit upset at the moment and i i just don't have the energy to keep repeating myself i need to be speaking with the right person please [sys] when you say right person and i can raise the complaint for you [usr] no i [sys] if [usr] need [sys] you're [usr] to [sys] looking [usr] speak to management [sys] for [usr] please [sys] for [usr] unless [sys] that [usr] you're [sys] i will [usr] able [sys] have to [usr] to [sys] write [usr] sort everything [sys] for that we will have to raise a complaint for you and the complaint can be dealt in the correct process for you and i can request somebody to [usr] it's [sys] look [usr] quite [sys] into that [usr] urgent [sys] for you the complaint [usr] though it's quite urgent how are you gonna do this please because my toilet [sys] i [usr] i've got [sys] said [usr] no toilet it needs replacing how are you gonna do this [sys] let me just look into the notes for you just a second please stay on the line for me [usr] they need to come back replace my toilet and they also need to cover the cost of it i've had quite a few hello [sys] yes i am here [usr] right i've had quite a few people from dino you see see to my toilet over the last few months and each time they came i mean it was for other reasons a blockage or or to change the float valve but at the same time several of these people i said to them there's a small pool of water by the side of my toilet that i'm a bit worried about and they just brushed it off and they said it's nothing it's probably just condensation and now look what's happened all of a sudden there's a big it just completely flooded my entire bathroom over on saturday cos they overlooked it it was essentially their fault their failure to identify what was wrong in the first place months ago which could have prevented this needing to have the entire toilet replaced the plumber said there was a a deep crack by the side of the toilet where the a lot of these plumbers have been messing about inside the basin removing the float valve and doing various things and there's no way that obviously i know that i wasn't the one who damaged it it's a crack in the corner of the basin i don't get anywhere near there and all the i live in a block of flats and all my neighbors have exactly the same toilet they've never known these toilets to crack that it must have been due to damage the only people that have been handling the basin where the crack is have obviously been these plumbers and as you can see from the notes they haven't been the most reliable of people which is why i've had credits put on my account sometimes they haven't turned up and they said they were gonna turn up most of them were really lovely in that respect but obviously something's gone drastically wrong here i was failure firstly for them to identify the issue of when it was just a pool of water and that could have prevented the flooding that happened on saturday but also there's the issue of the damage that deep crack along the side of the basin which i believe was down to them this needs to get sorted urgently please because obviously i have the the toilet it smells quite bad i don't know why it smells because i'm not using it but i i just need to get it it needs to get replaced and they they will need to cover the cost as well they're responsible for this [sys] just looking into the notes for you i'm just looking into [usr] and [sys] the job [usr] also [sys] before [usr] the [sys] you [usr] issue is it's quite it's quite an unusual color it will need to match the bus i don't know how they're gonna do this they need to get the correct match color match as well [sys] it d you have put a note saying that due to the crack in the toilet flush b it's a crack [usr] i said [sys] in the [usr] there's [sys] top [usr] a crack [sys] in the toilet [usr] there's [sys] flush [usr] a [sys] tank [usr] the basin the basin of the toilet do where the lid is you take the lid off but down by the side on the outside there's a crack going down you see and plumbers have been changing the float valve which is inside there they're handling that area and even even if it wasn't them which i find hard to believe they're still responsible because they failed to they just brushed off what i've been telling them for months about the pool of water failure to see that this was an issue they were just saying it's condensation or something and did absolutely nothing about it [sys] i'll just look into the back notes for the the jobs which have been carried out i can put that on the complaint for you [usr] i mean they're they're they're lovely people when they arrive they're very polite and but it's just that i just don't feel when things this are happening not being identified not not being able to identify not just one i asked several i showed several of them there's a pool of water here [sys] i mean [usr] did [sys] when [usr] absolutely nothing [sys] did there was it mentioned on the job job sheet when the job was booking at all because on the job sheet the jobs the jobs [usr] no i don't think because it was just it was a small pool and i mentioned it as an extra thing when they arrived [sys] all right it says one of i'm just going to take out the notes from you mentioned take out the notes from all the jobs recent jobs which have been carried out from a couple of months i can put it on the complaint you said if you have mentioned if this has happened due to the because the engineer who arrived recently he has mentioned a jo state job on the note saying that isolated feet to toilet due to the crack in the system there because the toilet flush tank that is cracked that's why the feet to the toilet the it's the leak he has just isolated that feet for you that there's no water leak [usr] i [sys] coming [usr] know [sys] through [usr] what's happened [sys] it [usr] i don't know why you're reading this out to me with the greatest respect i obviously i know what's happened that's that's what he had to stop the water flow obviously because it was flooding [sys] engineer didn't cause the leak this was already the leak was there if you want me to put that on the notes this is just for [usr] no [sys] your information [usr] you're not i don't think you're understanding right this engineer came on saturday prior to that i've had several other engineers over the last few months do do you follow right what i'm saying is i believe it was caused by one of them because they were dealing with that they were having to open the lid up to change the system it they could have easily knocked it on the side causing the crack even even if it were just been a small knock over time obviously the crack can get bigger and bigger and that would that would explain the water as well the little pool of water that had appeared months ago are you following please because there's only many times i can i can explain this and i would hate to think you'd recorded anything inaccurately cos that's gonna mess everything up [sys] i'm i'm not i'm noting the information which you have provided to me you said [usr] i hope because what you're telling me is different to what i've explained you're not following it properly [sys] i'm just looking in you have said it this has caused as a result of the previous jobs i'm looking into one after the one job i can put on the complaint i mentioned earlier for you because it [usr] my [sys] would be added information for your complaint i'm just looking into one of the note one after the one or note for [usr] my [sys] the recent jobs which has been carried out [usr] if if you wouldn't mind if you'd be kind to read it back because obviously it's this is a statement that that i'm making and i need to make sure that you've recorded it accurately [sys] i will do that for you and ra this is [usr] thank [sys] you're [usr] you [sys] welcome i'm just taking the notes from the previous shop you have mentioned which has been the the leak crack has resulted as a result of engineers visit because they have been repeatedly working on the toilet flush time for you i'm just taking all the notes from the previous jobs recent previous jobs which has happened to the toilet and i can put on the complaint i'm just taking that note and i will read the notes for you not the notes mentioned by the engineer but the notes you requested mentioned by you [usr] my goodness i think we might have to start again | 6Qualified Lead
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[sys] welcome to dino rod thames valley region please note all calls are recorded for training and monitoring purposes please choose from the following options press option one to book a job it's two for accounts and option three for anything else thames valley region is a franchise dino rod experts in drain clearance the morning [usr] good morning i'm hoping you can help i'm calling from a managing agent you guys are booked to do a job for us this friday i just need to get an understanding of the scope of work that's going to happen if possible [sys] that's fine could i just take your postcode [usr] of course it's golf [pii] [pii] [sys] ok i'll just have a look for you bear with me one moment ok we're coming out for the block toilet [usr] the the gentleman has advised that the cause of the blockage is some roots that growing underneath and production of the pipe i think they done some root repairs previously at the property but it was at the rear of it he's saying that the front needs doing as well the reason for my call is because i just need to understand exactly how that's going to work ie is there going to be an area that's gonna be dug up obviously this is a front driveway i need to understand if it's going to need to be remedial works as a consequence or is it something that they do going through the drain where exactly is the drain as well because i'm not sure if it's on the drive or on the path [sys] ok obviously i'm not an engineer i'm not completely sure what they're gonna be doing they say who are coming out to do a root cut [usr] ok [sys] they usually go through the drains [usr] i just [sys] to do [usr] i just [sys] that [usr] need to confirm with him because it's a block of flats it's not just her property [sys] ok [usr] thank [sys] right [usr] you [sys] just bear with me one moment i'll just ask my colleague thames valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 days a year assistance and provide personal local service with the backing of a national organization for more information on our capabilities visit dino dot com your call is important to us please hold the line thames valley region is a franchise of dino rod experts in drain clearance and repair we offer 24 7 365 days a year assistance and provide personal local service with the backing of a national organization hi there i just spoke to my colleague they they go through the drains they won't be digging up anything [usr] ok [sys] they go through [usr] that's [sys] the drains [usr] great i'll [sys] with [usr] let her know [sys] a small machine [usr] ok that that's great that's [sys] all [usr] it thank [sys] right lovely [usr] you [sys] is that work for you [usr] you too bye [sys] ok lovely take care bye | 6Qualified Lead
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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 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 [usr] happy [sys] record calls for quality and training purposes good evening [pii] [pii] speaking how can i help you [usr] hi i've been waiting for somebody to come today but as of 25 to 7 nobody's been are they still likely to come with we booked it through [sys] can [usr] british [sys] i [usr] gas [sys] through british gas i'll i'll take a look for you if i have your postcode [usr] yes it's [pii] i have got a reference number if that helps [sys] all right is it the number and then 669 [usr] 669 yes that's it [sys] thank you it's not booked for today he's booked is it not booked for tomorrow [usr] he told us it was for today [sys] time promised [usr] we had a [sys] the [usr] we [sys] third [usr] a text saying we'll be with you as soon as possible that [sys] right [usr] was at half past two [sys] the [usr] today [sys] the the window starts today all right just bear with me the window starts today [usr] sorry the what what did you say about [sys] sorry [usr] today [sys] it's it's it i see what they meant but the engineer has been assigned for tomorrow [usr] right ok what time are we likely to see him cos the grids are all backed up and there's raw sewage coming out [sys] right you would need to speak to you would need to speak to the british gas team and if [usr] well [sys] you need someone coming out this evening [usr] but that's what we did at half past two and he said they would be coming out today [sys] right i think it we we're two separate organization you see they just use the the dino engineers but i just think it's the way how it's it's it's been booked it just as emergency day start from today and then time promised to the third between eight and six an engineer has been assigned to the job between eight and six but the fact [usr] because [sys] that [usr] he [sys] you [usr] did [sys] have growth [usr] say [sys] which coming through you need to speak to them that they can rebook it as an emergency for you [usr] he said he had booked it as an emergency though [sys] right [usr] that's what [sys] today [usr] he did [sys] is [usr] that [sys] the [usr] was why he said it was it was an emergency one that was why we've been waiting for him to come and [sys] right [usr] as i say there's raw sewage coming up [sys] it i'm not quite sure how it's i'm just looking [usr] we don't have to start again with british gas do we it took me days to get through to them and and he said it was [sys] that [usr] emergency [sys] we [usr] and we've got the text here that says thank you for your booking the appointment has been booked we'll be with you as soon as possible [sys] 669 [usr] and [sys] 17 [usr] i [sys] mabu [usr] queried and he he said it will be today because you've got the sewage [sys] and [usr] coming up [sys] [pii] i'm just looking at it to see whether i don't know i'm not i'm not quite sure but it just says the time promise from the third and i can see where the engineer has been already been assigned for tomorrow i'm not quite [usr] there's [sys] sure [usr] no chance [sys] i can't comment on how they've booked it it just [usr] there's no chance of somebody coming this evening [sys] not from our point of view because i we deal with the dial chargeable job the british gas team they book the dino jobs for the british gas customers we are unable to we're two separate organization you see they book the jobs we and we can just look and see what's been booked because they use the dyno engineer i'm just trying to help really i should in fact pass the the query over to to british gas i just thought it was an easy thing to deal with but it just it it it's just the way how it's been booked it i think it's just the way how it's been booked it just starts from a window of today but then time promise from the third to the third from from 8 a.m. they booked it has been booked between 8 a.m. and 6 p.m. tomorrow and [usr] it could be [sys] they've [usr] any time tomorrow even though there's this the sewage coming through can [sys] and [usr] you [sys] they [usr] not [sys] were [usr] book [sys] signed [usr] it for first thing tomorrow [sys] i'm not able to change that i'm afraid they they they that's what i'm saying now i can transfer you to british gas team and they can reschedule it for you [usr] yes [sys] but [usr] please [sys] because we're two separate organization i'm unable to do that ok alright [usr] can [sys] if you just [usr] you transfer [sys] hold i'll [usr] me to british gas thank you [sys] yes of course no problem [usr] ok [sys] and i'll [usr] thank [sys] put [usr] you [sys] a note [usr] thank [sys] that [usr] you [sys] no problem [usr] no good rubbish [sys] ok [usr] hello [sys] hi my name [usr] hello [sys] is [pii] how can i help you today [usr] hi i spoke to somebody we've got a a drain blockage i spoke to somebody earlier today about two o'clock and they booked us an appointment because we've got raw sewage we booked it he booked it for us for today they haven't been and when i've rung them they said it wasn't down as an emergency whereas the chap said it was because we had sewage coming through and that somebody would be out today [sys] right [usr] and when [sys] ok [usr] i've [sys] what [usr] queried it with the number i've got they're saying between eight o'clock and six o'clock tomorrow [sys] what's the address of the property please [usr] it's [pii] i've [sys] let's [usr] got a reference [sys] have a look [usr] number as well if that helps [sys] i think i've got the job here bear with me it says three [usr] there was a chap called [pii] that i spoke to and he was very helpful and definitely said it was today because of the sewage coming through [sys] ok just have a look for you now that when you say raw sewage you mean toilet waste coming up [usr] it i mean it it's the grids are all backed up and it absolutely stinks [sys] right ok let's take a look [usr] it's our third problem which is the same problem that hasn't cleared [sys] yes i could see that he did put that on on the notes for you that's just he did flag that there was sewage overflow and he has put that note here i'm just going to see what we can do because what we could try and do obviously we can try and have a look and see if we can [usr] hello hello we dropped out same as we had before but it looks as though it's it's still connected hello hello hello what to suggest that was just a text of whatsapp come through hello now shall i ring them back and start with that number hello hello hello | 6Qualified Lead
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[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality [usr] for [sys] and training [usr] additional [sys] purposes [usr] the celebration [sys] if you need [usr] is [sys] any [usr] on [sys] help [usr] saturday [sys] with the drainage problem [usr] but but [sys] press one if you require our plumbing services press [usr] yes [sys] two or if you have an existing home care policy it's three if you need any help with the drainage problem press one if you require our plumbing did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold hello you're speaking to [pii] at on demand how may i help [usr] hi there i'm calling from [pii] and we need a i can i find [sys] it's [usr] drainage [sys] fucked up is it [usr] to be [sys] is it blocked up [usr] our our the plan for our commercial toilet is doesn't seem to be doing the job anymore [sys] the watchful [usr] we have [sys] sorry [usr] we had to close the toilet because it's getting the pit is getting full [sys] right do you have [usr] sorry [sys] do you mean you need the tank [usr] the the [sys] emptying [usr] pit we have is pretty much full [sys] right ok you need a tanker [usr] the [sys] there to empty [usr] the the pet [sys] it is that right right ok well we [usr] the [sys] wouldn't be [usr] bit [sys] able [usr] where [sys] to do [usr] all [sys] that [usr] the [sys] today [usr] and i took to be honest with you [sys] i can raise a job for you and the local office will be in touch with [usr] yes [sys] you tomorrow to advise when they can do it there's nobody at the local office today would you me to do that i don't know it prob possibly wouldn't be i don't [usr] ok [sys] know when it would be for a tanker they would need to discuss it with you tomorrow [usr] yes the earliest would be tomorrow ok [sys] when you said the tank i'm i'm a little bit confused do you have a septic tank [usr] right [sys] there [usr] cos the the tank [sys] and [usr] seem [sys] you want [usr] to [sys] to have [usr] be [sys] the septic tank emptied [usr] draining properly [sys] is that right [usr] a tank here is that the only thing we can do or yes [sys] you mean the the liquids [usr] well [sys] are rising [usr] it seems [sys] in it [usr] to be the the solution but i'm not sure [sys] right [usr] the [sys] ok [usr] septic [sys] i mean [usr] tank [sys] it could [usr] is [sys] be a blockage or it could need emptying [usr] getting it's just speeding [sys] it's [usr] up [sys] probably [usr] it's not really [sys] best that you speak to the local [usr] getting [sys] office [usr] rid [sys] tomorrow [usr] of anything [sys] they're not there [usr] doesn't [sys] today [usr] make sense [sys] can i can i take your post [usr] yes [sys] code there yes [usr] ok that's sierra echo 16 [sys] i'll give you the phone number for the [usr] delta [sys] local office [usr] romeo [sys] and you can speak to them directly tomorrow morning on this one do you have a pen there it's [pii] [pii] [usr] just [sys] [pii] [usr] bear with me [sys] if you give them a ring [usr] yep [sys] tomorrow morning after eight i think that they should be there from eight o'clock tomorrow morning give them a ring tomorrow morning and they'll be able to discuss that with you [usr] 358 [sys] but as i said there's nobody there today because it's a bank holiday [usr] 0420 [sys] you're welcome thank you take care bye [usr] ok alright great fair enough all right thank you cheers bye bye | 6Qualified Lead
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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 you're through to my name is [pii] how can i help [usr] hello there my name is [pii] er i'm calling from chivenor primary school in [pii] what it is we we're having the kitchen refurb done er in a couple of weeks er and the guys have came in and said that er they might need to put some pods in our playground er and they was looking at a drainage er for obviously from the pods for when they do the washing and stuff that of the the the dishes and stuff that now the guys have opened up one of the one of the drains and in the drains you there's it's probably about probably about five probably about 4 ft deep probably and it's got a gully [sys] ok [usr] and it's got a gully that runs along the bottom now the gully he's got all i don't know what i don't know what it is to be fair i don't i think it's just dirt off the playground er but it's obviously built up over time and i was just wondering how do i go about getting someone to er come and either vacuum me out or or i mean i'm not a plumber i'm a a drainage [sys] ok [usr] person i'm not sure [sys] ha have we been out to you before [usr] i mean er i've had [pii] ride here several times over the past couple of years [sys] www what's the post code to to to the school please [usr] er the postcode is [pii] [sys] ok right i'm gonna give you a number to call because the job is quite quite a specific type of job just to that the local can give you the best advice do you have a pen and yourself please [usr] i do [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] and who who's he sitting there the number for [sys] i i it's the local office just ask for anyone once you give them your post code they will look into it and then whoever is they will organize [usr] i think [sys] that [usr] they're the guys that normally came out before i think i think they're based just up the road i think er that's no problem i'll give them a call and just [sys] ok [usr] see what what they're saying then alright lovely thank [sys] right [usr] you [sys] no problem cheers [usr] cheers [sys] bye [usr] thank you bye bye | 6Qualified Lead
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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 [usr] i [sys] an [usr] wonder [sys] existing home [usr] that that's [sys] care [usr] still [sys] policy [usr] booked [sys] did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help 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 morning and future [pii] you're speaking to [pii] how can i help [usr] hi there i have a booking for the second of january but i messaged somebody on the chat yesterday to see if they could come any sooner cos we've got sewage leaking down the driving onto the footpath and people were knocking at his door milling about it they messaged me back on the chat and said someone would come yesterday and they didn't i just don't now know whether they're still coming on the second or not [sys] what's the postcode [usr] it's [pii] and then it's four db delta bravo [sys] four delta bravo and the first line of the address please [usr] it's [pii] [sys] and your name please [usr] it's [pii] [sys] and when you said it was on the show was this on the dino jar on dino.com [usr] she sent [sys] hm [usr] me a reference [sys] i've not done [usr] number [sys] it [usr] and everything [sys] ok [usr] we [sys] what's [usr] waited [sys] the reference [usr] in [sys] and [usr] hang [sys] what's the reference [usr] on pp it is dy wo 372 65 03 [sys] shut up ok that's an old one that's an old one that's from boxing day [usr] well that's when i first called on boxing day with the issue that i was told [sys] they they've never ever moved it they've never ever moved it to be honest it's still sat there but but [usr] ok [sys] leave it i will do leave it with me i'll get rid of that job i don't know if that's what's causing confusion with it all i'll close that one down i'll put it on for today anyway it's an emergency it's me dispatching the job anyway today i'll dispatch it to the on call engineer he'll give you a ring when he's on the way [usr] right have you got that's fine but we we're meant to be out today with our family have you got any idea on what time yet or christmas [sys] where is it 49 free i'm just gonna see what he's got but but really we don't have an idea it just depends what he's got and where he is but let me see if i can get [usr] do you [sys] you [usr] call [sys] some [usr] before you come or something [sys] he'll [usr] that [sys] ring when he's about half when he's about half an hour away [usr] i wanna [sys] [pii] [usr] do that [sys] let me just see what he's got [pii] all right he's got is is where you s five he's on his way to s 62 right now and then he's got an s 26 then there's no point going past the s 26 to be honest with you if i put it on now it'll probably be his next job cos he's on his way to s 62 anyway [usr] ok [sys] and then he'll have to pass he'll have to pass you to go to s 26 it'll be you after this next after his next job you shouldn't be too long an hour hour and a half something that [usr] that would be perfect then thank you [sys] i'll put it on him now anyway as i say he'll be on he's going s 62 now and then he may as well do the s 40 before the s 26 [usr] i get you [sys] right i'll get it you'll get a new reference number i'll scrap the other job anyway and i'll stick this one on him [usr] all right thanks much [sys] all right no [usr] all [sys] worries [usr] right [sys] take care bye [usr] cheers [sys] now bye [usr] and you [sys] bye [usr] bye [sys] bye bye | 6Qualified Lead
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[sys] good morning [pii] [pii] speaking [usr] good morning my name's [pii] hello [pii] i have a blocked train but i don't know if you come as far to me as because you're based in [pii] are you [sys] we're not based in [pii] no we cover [pii] [usr] all right ok well i live in [pii] which is in [pii] [sys] what's the [usr] i do do you do you cover [pii] at all [sys] what's the postcode area for that [usr] ex [pii] [sys] bear with me i'll just double check no we don't [usr] ok [sys] we [usr] no worries [sys] go up to 11 [usr] ok no worries [sys] sorry love [usr] that's all right no worries [sys] ok [usr] ok all right thank [sys] ok [usr] you [sys] take care [usr] bye [sys] bye bye [usr] bye bye bye bye bye | 6Qualified Lead
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[sys] good afternoon i was [pii] speaking [usr] hiya my name's mr [pii] i had my drains cleared about a week ago by you guys [sys] what's your [usr] and [sys] postcode [usr] we [sys] please [usr] postcode hold on one sec po [pii] a s [sys] bear with me a second i'm gonna put you through to all the white branch if they're available [usr] ok thank you [sys] hello from ya y office how can i help [usr] hiya my name's mr [pii] you i had you out about a week ago to clear a blocked toilet and the problems reoccurring it's just not flushing [sys] ok that's fine no problem at all up to you are you british gas or are you done a domestic as in you've paid for the service [usr] we pay [sys] no that's not a problem at all if i give you my email address if you could just pop me an email with your details and i'll have somebody out this afternoon [usr] can can you i i don't know how to do emails [sys] ok no that's fine just one second [usr] sorry i'm very old school [sys] it's all right [usr] i can't hear you sorry you broke up hello [sys] contact number please [usr] hello [sys] hello [usr] hello can you hear me [sys] can you hear me [usr] go [sys] can [usr] on [sys] i take your contact number please [usr] [pii] [pii] [pii] [sys] [pii] and the first line of your address [usr] [pii] [sys] [pii] [usr] that's it [sys] and your postcode [usr] is [pii] [sys] [pii] [usr] [pii] [pii] [sys] lovely thank you very much we'll have somebody out between one and six [usr] fantastic [sys] thank [usr] cheers [sys] you cheers then bye [usr] bye bye | 6Qualified Lead
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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 we record calls for quality and training purposes welcome this is [pii] my name's [pii] how can i help [usr] good morning [pii] or i should say afternoon my name's [pii] and i had one of the plumbers out yesterday to check a toilet that was ringing now he fixed it that was in the bathroom i said to him in the old suite finally off my toilet i just started to drip and he looked at it he was really good the guy aye it was fabulous he got a new washer for it but what's happening with it it's just slightly dripping and every often it makes a whooshy noise and i don't know you lift the the lid bit up put it down and then it seems to be there is there's very slight noise and it's just dripping very slightly [sys] right [usr] i don't think now i went online but the last time i went on to report and then i was able to book an appointment the next day but for some reason it's probably me it was going in asking me my email address and it wasn't just coming up with a home care number and it was saying there was no it's probably me i went book a repair then it's telling me no appointments but i had to get all that information although it was filling out the boxes it wasn't as quick as when i'd phoned last week [sys] what what's [usr] but [sys] your [usr] i wondered [sys] what's your postcode and i'll check it for you [usr] yes it's [pii] [sys] and the first line of your address [usr] and it's [pii] [sys] and you're mrs [pii] right give me two seconds [usr] that's me [sys] just to see if it works better for me it's the toilets dripping and making a noise is that correct [usr] it's just periodically wait to go through he was very good the guy in fact i got a customer satisfaction sheet but that wouldn't be due from british gas and he did fix the main toilet no problem he's got that fixed but he took a look i told him the toilet in the back it's just was starting to run after you watched it and he kindly looked at it we were the last appointment i didn't want to get him into any bother he said don't be daft and better looking rather than he did fit a washer and it's not as bad but it's nothing it was before but there is a slight drip and now again just this wee whoosh noise but it's not urgent but that way you feel it could get and i thought well i'm buying it and i won't get [sys] no [usr] them [sys] you're [usr] well [sys] quite right i've just put here toilet leaking and making a funny noise would that be would that be ok for you [usr] well that was fine it's not at the moment it's just then again it's fucking a push just but aye but i say the guy he was really good it's not urgent but i would rather obviously i mean if i could get that guy back he was really nice he was lovely but i know you cannae specify probably [sys] i know [usr] he was from kar not young [sys] yes [usr] guy but anyway [sys] you're right i i'm [usr] numbers [sys] getting the same as you that there's no appointments at the moment at all i i don't [usr] none [sys] know maybe just because it's the christmas period they're maybe just do dealing with [usr] right [sys] emergencies at the moment wait [usr] aye [sys] wait i just see [usr] right even i mean he told me in fact he said he thought he was on call mind you that would be all for christmas new year he said don't ever just phone if you've got any but it's not i don't i feel that way if it became urgent i would but i can live with it i've got people coming on new year's day even just to get something before then [sys] it's saying that there's nothing up to well i'm now in the 16th of january and there's nothing [usr] for god i could [sys] but [usr] i get booked last week for really the next day [sys] i [usr] sort [sys] know [usr] of [sys] but i [usr] that's [sys] think it's [usr] really weird [sys] us but it comes to a certain point of the year we don't do servicing at this time [usr] right [sys] it just means they've got all engineers if you've got your ceiling coming in or if you've got a block drain [usr] yes [sys] in the garden [usr] if if if that got worse i can [sys] yes [usr] phone you back and we'll get an [sys] that that's [usr] appointment [sys] right just at the moment there's nothing till the [usr] right [sys] i think it will be about the 16th [usr] aye [sys] of january there's nothing up to then at the moment but i'm sure they'll be the same as us they're just trying to get all the plumbers that they can get for emergencies [usr] right [sys] at this time of year [usr] aye because i'll be on holiday and stuff right what i'll do put me in for that and if it stays the same that's fine but obviously i would phone if it get really bad but i i'm fine two bath the bathroom's perfect and that's the main thing [sys] exactly [usr] we can use it i [sys] it [usr] think [sys] it's not i i i'm [usr] is that [sys] just [usr] ok [sys] trying to book that in it's not allowing me to book it in for the 16th just now and i think that's just because it's over the [usr] i [sys] emergency what i'll do is i'll leave it as it is just now and as you say if it gets any worse give us a call back and we'll we'll if the toilet's working just now we'll definitely leave it at that but once it comes into january we'll definitely get a plumber out just to make sure it's ok for you [usr] right do i need to phone you [sys] huh [usr] back or [sys] they [usr] no do you will you automatically just get somebody out [sys] after january it'll allow you to book it online again if you want to do that [usr] i see [sys] it it just [usr] right [sys] that they must be putting a blackout on non emergencies at the moment [usr] aye [sys] but [usr] that's [sys] if you're [usr] fine [sys] ok to wait till january we'll definitely get somebody out then for you [usr] right that's fine i'll go on maybe about the first working day in january and try and book or could it be maybe earlier i'll be able to [sys] i [usr] book [sys] would [usr] it [sys] maybe wait at least to the sixth of january because i think that's when the kinda emergency runs out [usr] aye [sys] if you're ok to wait to then i definitely be able to do that for [usr] right [sys] you [usr] ok if it gets bad it's constantly running and all [sys] huh [usr] the rest of it i'll [sys] that's [usr] phone back but it's just dripping it might be whatever the wash they use maybe wasn't the right one or whatever we'll leave it i can live with [sys] no [usr] no [sys] bother [usr] problem [sys] at all but we'll definitely get it all sorted once january comes and hopefully it doesn't hopefully it doesn't [usr] ok [sys] get any worse yes [usr] aye fingers crossed [sys] no [usr] thanks [sys] bother [usr] very [sys] you have a lovely [usr] much [sys] hol christmas and thanks thanks [usr] aye [sys] very much for calling [usr] you and [sys] bye [usr] you thank [sys] bye [usr] you cheers bye bye | 6Qualified Lead
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing did that you can now book drainage services online in a few easy clicks visit dino.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 my name is [pii] how can i help [usr] i wonder if you can i seem to have blocked drains around my house [sys] ok bear with me what is your what what is your postcode please [usr] [pii] [pii] [sys] [pii] [pii] ok do you have plumbing or drains policy cover with british gas [usr] no [sys] all right all you want what is it what's the issue that you said you had [usr] the drains are blocked at the back of the house we've lifted up the manhole covers and between the one at the front of well the rear of the drive to the front of the drive it seems to be blocked in between [sys] ok just to let you just to let we we won't be able to get anyone out until wednesday [usr] wednesday [sys] just [usr] don't worry about it then ok no worries thanks [sys] all right [usr] bye [sys] thanks bye bye | 6Qualified Lead
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[usr] unicorn [sys] thank you [usr] shake [sys] for calling [usr] it's called [sys] dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes welcome to british gas services you're through to [pii] how may i assist you yes [usr] i'm hoping you can help me love i was just speaking to [sys] and [usr] one of [sys] then [usr] your colleagues that cut me off [sys] i'm sorry about that if the call should drop on my end i will call you back from the number that you are calling from ok [usr] lovely what it is [pii] is i've got one bathroom i've just been bathing [sys] it's [usr] my son and flushed the toilet and all the stuff from the toilet has come up in the bath [sys] my goodness ok there could be a blockage in the pipe [usr] there's definitely [sys] let me [usr] a [sys] book [usr] blockage [sys] this [usr] in [sys] in [usr] the [sys] for you definitely can you please confirm your postcode for me [usr] it's [pii] [sys] ok sorry [usr] it's [pii] [sys] when you say [pii] [pii] [usr] [pii] [sys] thank you and the first line of your address [usr] [pii] sorry [pii] [sys] thank you kindly confirm thank you can you please confirm your full name for me [usr] mr [pii] i'm sure [sys] are you calling me you i just bear with me ok [usr] cos obviously i need an engineer quite quickly cos we're a family of three and we've only got one toilet and that's out of action [sys] i understand can you just confirm your date of birth for me please [usr] the 10th of november 1995 [sys] i can book this in as an emergency however the emergency slot works this an engineer could come between now and one pm tomorrow [usr] i can't wait till 1 [sys] if [usr] p.m. [sys] it [usr] tomorrow [sys] i don't have any other slots and the local office is currently closed that is what the emergency slots are [usr] right [sys] i can leave a note of course and they can see the severity of it on the system [usr] but [sys] and they will [usr] i've [sys] then [usr] got [sys] send [usr] a child [sys] an engineer out [usr] under [sys] according [usr] the age of two who needs a toilet i'm disabled i need the toilet i need the toilet than [sys] i understand [usr] more anyone [sys] i said these [usr] the house [sys] are the slots that i have i can only book it in for the slot and leave the data the relevant notes on the system there's not much that i can do at this point [usr] what's [sys] i can [usr] the [sys] only [usr] likelihood [sys] book in this appointment [usr] that it is [sys] for you [usr] be one o'clock tomorrow afternoon [sys] sorry [usr] what is the likelihood that it is gonna wait till one o'clock [sys] hello [usr] tomorrow afternoon [sys] no our engineers handle these appointments as emergencies there is a possibility he could be coming tonight [usr] right how definite is that possibility cos obviously [sys] i cannot [usr] i'm gonna have to wait up for him [sys] there's nothing that i can say that will make you feel comfortable with this appointment slot [usr] no [sys] unfortunately [usr] not really [sys] but this is the only emergency slot that i have it's either i book it in for now or i book it in for tomorrow [usr] right and what times have you got tomorrow [sys] let me check for you [usr] cos i [sys] just give me [usr] a more [sys] a second [usr] definite than between now and one o'clock tomorrow afternoon [sys] of course i do understand the time are for tomorrow is between 8 a.m. and 6 p.m. [usr] that's even worse that [sys] hello [usr] would mean i'd have to take a day off work i i'll take it as quick as he possibly can get out [sys] you would it for the emergency slot [usr] yes please [sys] ok just bear with me i'll just have to get that slot again [usr] i also love do you guys deal with the gas spin off as well cos we've not got any gas at all because our meter i rang your metering team at british gas they're as useful as the chocolate teapot and he said there's [sys] thanks [usr] nothing we can do about it till the morning what i'll do is i'll get someone to call [sys] no [usr] you in the morning to book a slot i don't need that i need someone to come out the house is freezing i've got a child under the age of two you're just leaving me high [sys] ok [usr] and dry this is why i pay for this insurance is that any problems you'll come out today [sys] bye bye [usr] and get it sorted [sys] let me see what i can do i don't deal specifically with the energy department but we do have an emergency energy department for you ok [usr] ok [sys] i'm going to transfer you through to that department as soon as i've completed this booking for you ok [usr] right an engineer [sys] right [usr] will give me a call when he's on his way [sys] that is correct yes you [usr] the likelihood of it being today [sys] there is a a big possibility is that he could be coming today [usr] right and because [sys] i have [usr] you said [sys] added [usr] your local [sys] all the emergency [usr] office was [sys] notes [usr] o was closed is [sys] ok [usr] it likely gonna [sys] yes [usr] be somebody from coming from out of area [sys] no no it's still from the local office but these are engineers that pick up on the jobs personally [usr] right [sys] they they don't need to be at the local office or the local office they need to be in contact with them for these appointments they access these appointments themselves [usr] ok perfect [sys] ok let me just transfer you through to our emergency energy line ok [usr] ok thank you [sys] it's my pleasure thank you for contacting british gas you're speaking to now one of the specialist here at british gas home energy who am i speaking to today [usr] hi are you there mister [pii] [sys] mr [pii] thank you much for confirming that for me are you off supply at the moment [usr] i am for gas yes [sys] yes [usr] yes [sys] ok i'm sorry that you're off supply can you provide me with your postcode in phonetics that i can access your account and assist you [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] right [usr] [pii] [sys] thank you and what's the house number [usr] si [pii] [sys] [pii] thank you get up what's your first name sir [usr] it's [sys] thank you and what's the date of birth [usr] the date of birth is the 10th of november 1995 [sys] thank you much for confirming that for me i'm just opening up your account [usr] ok [sys] are you unable to top up due to [usr] i'll [sys] you not having funds [usr] what happened [sys] or [usr] to you yesterday one of your colleagues said i needed to go and get a gas card from the shop and top it up now i haven't [sys] yes [usr] got 77 quid to top it up i said to her that's impossible i can't walk very well i'm not supposed to leave the house without a wheelchair which i can't do [sys] hm [usr] of your colleagues said right what we'll do is we'll send an engineer out to sort it for you they said they'll be here between eight and six today i get [sys] yes [usr] a phone call from your engineer at 20 to 6 saying he's gonna make it out to me cos he's had a emergency to go to in [pii] [sys] yes [usr] i live in [pii] there was no chance he was gonna get there before six o'clock and he finished at six he said what i'm gonna do is i'm gonna send this back to my office my office will give you a call to arrange arrange another engineer appointment i said ok that's fine his office gave me a call and said the earliest they could get out to me was saturday morning now i have under the age of two and i'm disabled myself which is not good enough i said [sys] yes [usr] to them look [sys] sir [usr] that's not that's not good enough they said right you've got home served with us you need to ring them up and they'll send an engineer out on an emergency to get your gas supplied back on [sys] i am sorry for that i will be make making the business aware of the issue ok hello [usr] hello [sys] yes i said i will be making the business aware of that ok [usr] lovely [sys] did did you call the home service department [usr] i called home serve and they've put me through to you [sys] ok i'm just gonna put you on a brief mute for about two minutes ok while i have a look at your account what what's the the display on your guest meet at the moment [usr] it's just saying 77 99 overdrawn [sys] you owe £77 [usr] no i don't owe £77 the previous tenant owes £77 [sys] previous tenant 77 how much [usr] 29 77 [sys] £29.77 [usr] 79 79 99 [sys] 0 £79.99 that's owed by the [usr] previous [sys] previous [usr] standard [sys] tenant ok just a second [usr] but also my electric have to go off because it's in emergency credit [sys] and how much of emergency credit are you on [usr] i think i'm on £4.20 [sys] £4 [usr] but it's going [sys] 20 [usr] down rapidly when i spoke to the previous guy they said let them know and they'll [sys] on the [usr] able [sys] eighth [usr] to do something about the electric meter because it's a smart meter it's the only smart meter i have for some reason [sys] and you're on £4 how much of emergency credit [usr] £4.77 [sys] on the electric meter [usr] i think it might be [sys] what [usr] lower than that babe how much is the electric on [sys] sorry [usr] £2 87 sorry [sys] it's now £2.87 ok thank you for that information just bear with me while i load up you meet your account just bear with me please i just and she doesn't have that 857 ok ok i'm just gonna put you on mute for about two minutes ok while i have a look at your account ok [usr] right thank you [sys] if you have any questions i will be at the background ok [usr] ok thank you [sys] thank you for your patience [usr] no hello hello hello is anybody still there hello | 6Qualified Lead
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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 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 good afternoon sorry you're through to [pii] here at dino how can i help [usr] hi good morning i booked a call we have a problem a problem with the drain and i booked this on wednesday and they agreed that they would be here between eight o'clock and six o'clock today and [sys] ok [usr] but which is fine except that we've now the drain is now cleared for whatever reason and i'm wondering if i can cancel it or is it too late [sys] no that's at all let's have a look [usr] my name is [pii] [sys] and what's the postcode [usr] eh [pii] [sys] ok where is that and what was the contact number you used to book the job with us [usr] was my phone that i'm on [pii] [sys] ok perfect that's fine and you want to go ahead and cancel that as it's cleared now is that right [usr] well you can do that can [sys] if [usr] you [sys] you're if you're happy that it's collecting you no longer need certainly [usr] yes i mean if they're going to come fine but because i did and i i did arrange it after all but if you can cancel it that [sys] certainly [usr] would be great [sys] that's not a problem at all we've closed that down as you've requested and thanks for letting us know [usr] not at all that's great [sys] you're [usr] thank [sys] welcome [usr] very much [sys] have [usr] for [sys] a wonderful [usr] your help [sys] day if you do need us don't hesitate to give us a call [usr] [pii] [sys] ok bye now [usr] bye | 6Qualified Lead
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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 serve inquiry press two for an existing or completed service press three for accounts press four for reception if the extension number you are calling please enter this now hello [pii] how can i help you [usr] hello hi is this [pii] [sys] it is yes we're based and carried [usr] hi [sys] off [usr] you're based in well that's fine [sys] is that right can i help you [usr] yes -huh [sys] that's what i [usr] about two months ago maybe i had a blockage in my the drain the sewer i don't know if it's the sewer or not it's a man hole which goes into the sewer and a very nice man came out and unblocked it [sys] ok [usr] now if i could give you my address would you be able to look up what i got [sys] i [usr] done [sys] can't i can't but a guy called [pii] i can pass that on and he can look it up for you [pii] in charge of i know he runs i know he's the manager i don't have access to the dino system [usr] because i need to talk to someone and to get some advice i don't just want to book something i need somebody to come out and have a look [sys] yes [usr] before [sys] he'll be [usr] i do [sys] the man [usr] anything [sys] for the job yes he'll be able to talk you through what would be best [usr] ok ok [sys] is that [usr] that's [sys] ok can i take [usr] can [sys] your name [usr] you transfer me to him yes it's [pii] [sys] [pii] and the number you're ringing me on [pii] is that ok to use for [pii] to give you a wee call [usr] yes [sys] back no problem [usr] yes [sys] and we [usr] no [sys] were [usr] problem [sys] out it was ourselves that was out before was it [usr] it was and the guy that came in the van was amazing but [sys] ok [usr] i just need to further talk about it [sys] no problem what's the address [pii] of your property [usr] [pii] [sys] ok and [usr] and [sys] the postcode [usr] it's [pii] [sys] no problem then i'll pass that on and [pii] will be in touch shortly is that ok [usr] that's brilliant thanks much [sys] no problem [pii] have a good day [usr] thank you [sys] bye [usr] same to you bye [sys] bye | 6Qualified Lead
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[sys] welcome to dina rod if your call is regarding a plumbing matter please redial [pii] for drainage queries please press two for account queries please press three thank you good morning you're through to [pii] at dino how can i help [usr] good morning i'm calling on behalf of my house i've just had i've currently got a gentleman out to fix my guttering and that it it looks there's a blocked gully at the bottom of the aaa where the drainage pipe should go and he said probably best to give you guys a call you [sys] bye bye [usr] come and assess and see what needs to be done and i think it just needs clearing cos the the it goes out to the street it's just raining extremely slowly [sys] you've got one of our team already out there [usr] no no i've got someone else fixing the guttering but [sys] all [usr] he said [sys] right [usr] that it looks the gully's blocked and he's [pii] will probably [sys] ok [usr] give people to fix it [sys] indeed we are [usr] lovely [sys] that with i'll just have to pop you on hold for a moment i won't put him in [usr] thank you [sys] told our operators know you're waiting and we will answer your call as soon as possible hello again [usr] aye [sys] if i could just take your details i just need your name [usr] yep it's [pii] [sys] how are you spelling that second name [usr] it's [pii] [sys] ok and a contact number [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] and the first line of address [usr] it's [pii] [sys] [pii] [usr] yep [sys] and the postcode [usr] [pii] [sys] is that [pii] [usr] [pii] no sugar sugar [sys] ok and it's for [usr] yes i think i'm pretty sure that's what it is [sys] i'll just pop you on hold again it won't be a moment [usr] thank you [sys] call is either in our queue or on hold at the moment and we will connect you shortly please hold our operators know you're waiting and we'll answer your call as soon as possible your call is either in our queue or on hold at the moment we will connect you shortly please hold our operators know you're waiting and we will answer your call as soon as possible your call is either in our queue or on hold at the moment we will connect you shortly [usr] no sit down no all right love me [sys] told our operators know you're waiting and we will answer your call as soon as possible our call is either in our queue or on hold at the moment hello again [usr] hi [sys] we can get someone round tomorrow [usr] all right ok can you give me an idea about price or what to expect i have i have no clue [sys] yep for the first half an hour it is £90 and then for any subsequent half hour it's another £90 [usr] and what does that include for half an hour [sys] that's them investigating what the issue is and then carrying out the blockage [usr] ok [sys] or unlock him [usr] all right ok is it ok if i get back to you i didn't expect it to be that much [sys] that's absolutely fine [usr] ok all [sys] if [usr] right thank [sys] you [usr] you very [sys] want just [usr] much [sys] give us a call back [usr] of course i can [sys] all right thank [usr] thanks [sys] you very much [usr] bye [sys] bye bye | 6Qualified Lead
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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 three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] two o'clock [pii] we should make a move [sys] we record [usr] why i'm [sys] calls [usr] just doing [sys] for quality [usr] it [sys] and training purposes [usr] it'll be dark in an hour good [sys] dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year good afternoon you through to today now talk to [pii] how can i help you [usr] hi i i'm on a farm and i think i've got a blocked drain underneath some stables it's a drainage pipe that i can [sys] ok [usr] normally clear out with my own drainage rods but i think i've lost one of the ends to my drainage rods [sys] ok have you used [usr] in the [sys] i [usr] pipe [sys] rub before [usr] i think i have [sys] well let me check what's the postcode thank you [usr] [pii] [pii] [sys] sorry i can't hear you is it [pii] [usr] correct [sys] and what's the last part [usr] [pii] [sys] [pii] [usr] yes [sys] right there's nothing on the system at this at this address but i can book a new job it's not a problem just is it is it is it commercial business or residential [usr] commercial does it make any difference [sys] no it's just the the we have to put the correct details on the system that's all [usr] ok [sys] it's commercial it's run as a farm ok no problem and what's the name of the the business thank you [usr] hart moor farm [sys] ok [usr] h a rt [sys] come up it'll [usr] m [sys] it'll come up soon with me a minute thanks got hart moor farm hart hartlepool cleveland is that the one [usr] all right [sys] thank you and would hart moor farm be the same as the the billing account for this job [usr] correct [sys] thank you very much for are you the owner there sir [usr] i [sys] or [usr] am [sys] the manager or or the farmer all i need now is a contact name and contact number is that yourself [usr] it is [pii] [sys] [pii] and your contact number [pii] [usr] [pii] [sys] i'll just repeat that [pii] [pii] [usr] what what what are the fees [sys] but then what happens is [pii] we send this i work in the head office in [pii] we send it over to the [pii] office before the they attend they will contact you on that number to discuss when they can get an engineer there and how much it will be ok that's how it works [usr] ok [sys] is that ok [usr] it is [sys] and [pii] is it [pii] with a p or without [usr] correct [sys] with a [pii] [usr] with a [pii] [sys] with right ok [pii] and is it possible you could provide an email address as well [usr] [pii] [sys] sorry one minute [pii] one minute sorry sure sorry [pii] [usr] [pii] [sys] [pii] right thanks right just to a couple more que is anyone if you're not sure is anyone on the premises vulnerable or with any medical issues [usr] no [sys] ok it's [usr] no [sys] it's outside the property where you've lost well something's gone missing it's a blockage outside [usr] it's easy access [sys] ok i say [pii] this is passed over now to the local office in [pii] you'll get a call from them shortly to discuss when they can get an engineer there and how much it'll be ok [usr] ok lovely [sys] that's [usr] thanks [sys] it thank [usr] mate [sys] you have a good day if you can [usr] have [sys] thank [usr] a good christmas [sys] you cheers [usr] and new year [sys] and you bye now [usr] cheers mate bye | 6Qualified Lead
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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 afternoon and welcome to british gas my name is [pii] can i confirm who i'm speaking to please [usr] hi i'm the landlord policy of a property which the engineer just visited today [sys] ok if i can take the policy number there for you or the postcode and door number i'll be able to have a look at the account [usr] i'll put the post i've got the postcode that's [pii] [pii] [pii] [sys] and can i take the door number as well please [usr] that's [pii] [sys] ok i'm just opening up the account now for you and just for data security would i confirm the date of birth on the account please [usr] 28th [sys] thank [usr] of february [sys] you i'm just [usr] 1995 [sys] opening the account now for you [usr] sure right [sys] bear with me a moment i'm just waiting for the account to load up for you [usr] that's fine no [sys] and you said you had engineer come out to the property today and what seems to be the issue [usr] that's right it's for a leak in the bathroom [sys] yep and how can i help you with this today [usr] i just wanted to follow up and understand if if the problem was resolved i had tenants there [sys] ok [usr] i i [sys] bear [usr] never [sys] with me we'll [usr] had any [sys] have [usr] contact [sys] a look and [usr] with [sys] see [usr] the [sys] if [usr] engineer [sys] this has been completed for you [usr] ok thanks [sys] i'm just opening the job now for you to see what's going on [usr] that's fine [sys] ok it looks the plumber is en route to the property at the moment as the status is set dispatched he hasn't quite done the job yet but he is on the way over [usr] ok i got a call about an hour ago [sys] ok [usr] saying [sys] maybe [usr] was five [sys] the system [usr] minutes away [sys] hasn't updated [usr] i thought [sys] then [usr] he was done with it [sys] i don't know if you want to give a call back a bit later on maybe try six o'clock it should have updated then and seen and we'll be able to have a look at the job then and see what's been done i don't have anything that's updated here no it does take a while sometimes until the engineer notes to update ok [usr] ok [sys] take care [usr] that's fine i'll give you a call back now no worries just just | 6Qualified Lead
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[sys] thank you for calling dino rod british gas [usr] no [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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] at dino's how can i help [usr] hi good afternoon i just wanted to find out when your next available engineer was in postcode of [pii] [sys] [pii] it was [usr] sorry [sys] is it for a blockage or water [usr] it's [sys] leak [usr] for a blockage please in the kitchen sink [sys] ok i will just pop you over to the office that area be one moment [usr] thank you [sys] hello [usr] hi good afternoon sir i just wanted to find out your next available date for a blockage in the kitchen sink in [sys] ok not a problem sorry can i take the full postcode please [usr] [pii] [sys] is that [pii] [usr] yes please [sys] not a problem unfortunately we don't cover the [pii] postcode area but what i'll do is i'll give you the number for your local down road office and they'll be able to arrange that for you [usr] no worries go for it [sys] the number is [pii] [pii] [pii] [usr] brilliant thank you very much for your help today sir [sys] you're welcome have a nice [usr] right [sys] day [usr] you too take care bye bye | 6Qualified Lead
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[sys] welcome to dinah rod thames valley region please note all calls are recorded for training and monitoring purposes please choose from the following options press option one to book a job it's two for accounts and option three for anything else welcome to dina rod thames valley region is a franchise of dino rod experts in drain clear and sandro good afternoon how can i help [usr] hello i have er a call out last friday through british gas and he couldn't finish the job he said it needed somebody to come back er this week for a couple [sys] ok [usr] of hours and i haven't heard [sys] ok can i grab a postcode off you please [usr] [pii] [sys] and the house number please [usr] six [sys] are you sure it was dino wood not dino plumbing was [usr] it [sys] a plumber [usr] was through british [sys] that came [usr] gas it was through british gas i have insurance with british gas [sys] yes but was it a plumber that came out [usr] yes [sys] or a drain or [usr] no [sys] it [usr] it's plumber [sys] was a plumber right that's not us unfortunately [usr] right could you could you give me the number then please [sys] hold on two seconds let me just find the number you need right you got a pen and a piece of paper ready [usr] i'm just going for the pen now right ok [sys] it's [pii] [pii] [pii] [usr] thank you [sys] ok cheers thank [usr] bye [sys] you bye | 6Qualified Lead
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[usr] there's your caller id you can cha and buck it could be to tell any bullets this number [sys] good morning [pii] pulling [usr] hi good morning i've i had a call log a call out log yesterday for a blocked drainage pipe that is affecting me toilet i've still no toilet i spoke to somebody at diner or two people yesterday i've got a call log booking number i received a call at 10 minutes past one this morning to say that i couldn't find the diner rod engineer who on the shift yesterday which i th i think is pretty poor he went missing in action at 10 minutes past one i got a no caller id from a lady who said subs would be calling me this morning that they were gonna use sub scam [sys] right you've you've come you've you've come through it's brought you through to the plumbing side where the where the plumbing section what [usr] ok [sys] postcode [usr] man [sys] what postcode are you [usr] yo [pii] [sys] [pii] let me just have a look for you i'm just gonna try and get your right number you don't have to go calls in the system eho [pii] [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] and and that's the franchise that should be dealing with your area [usr] ok [sys] it it's because it's brought you straight through to plumbing and we're not to do with the drainage side the only thing i can do is just give you [usr] you're [sys] a number [usr] above [sys] try and [usr] ground [sys] direct [usr] aren't [sys] you [usr] you all right then [sys] all right thank you [usr] cheers thanks [sys] cheers [usr] bye [sys] bye bye | 6Qualified Lead
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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 afternoon speaking to how can i help [usr] yes hello all of our drains are blocked outside we've lifted up the drain covers and they're all blocked it'll be [sys] ok [usr] good if someone could come [sys] no not overflowing though or are [usr] no [sys] they [usr] no to be honest i mean what we started to get really bad smell cos we've got downstairs a downstairs toilet as well as one upstairs and we started to get bad smells and i just thought it's an unused shower in the downstairs shove some bleach down it and all this but what we've noticed in the downstairs toilet which er was that you could hear when you er even though [sys] good good [usr] you could hear water trickling all the time it was it was nothing to do with filling the system but you would just could hear as it was flowing away my husband er had a started to lift drain covers and it would have the one for the downstairs loo appears to be blocked and then the one outside front coming from the k is blocked and one [sys] right [usr] they they're all blocked [sys] ok [usr] they're all blocked we [sys] have you have you still got a usable toilet at the moment now [usr] yes [sys] or not [usr] we do yes [sys] you do [usr] i mean the toilets well a as in they we can use them they're not backing up into the toilet but i don't think anything's going anywhere cos it's just [sys] it's just [usr] getting stuck outside in the blockage [sys] i'm with you [usr] area [sys] have you got a contract with british gas for plumbing and drains or painter or what not [usr] no we [sys] no [usr] don't no we don't i mean we've got a gas contract [sys] not [usr] but not [sys] for [usr] with [sys] anything [usr] plumbing [sys] else [usr] and drains [sys] no and [usr] no [sys] it's a residential property [usr] it is [sys] and what's your postcode please [usr] [pii] [pii] [sys] i don't [usr] and it's number [sys] think we're gonna be able to help at this time and no we're not currently taking any new cash jobs in that area the engineers are sick at the moment in that area we haven't got any cover i'm afraid [usr] ok [sys] have to be [usr] right then who [sys] i couldn't [usr] else can [sys] tell you a quick google [usr] do [sys] search [usr] i [sys] and tell you i would give you some [usr] fair enough [sys] sorry [usr] ok [sys] about that [usr] then [sys] you take care thank [usr] alright [sys] you no [usr] then [sys] worries [usr] bye [sys] bye bye bye bye | 6Qualified Lead
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[sys] good afternoon [usr] hello good afternoon i'm doctor [pii] i was expecting an engineer here until late us by 6 p.m. [sys] ok is it for a drainage or a plumbing issue [usr] you're dreading [sys] ok what's the postcode there [usr] [pii] [sys] ok [usr] shall i give [sys] let me [usr] you [sys] just [usr] job [sys] check [usr] reference [sys] is the job reference [usr] dy hyphen wo hyphen 3438746 [sys] i [usr] 33438746 [sys] can see the job ok it looks the engineer you are the engineer's next appointment it looks he's been holed up in a hair salon [usr] ohh [sys] in [usr] right [sys] [pii] it looks they had some internal flooding and we thought he was gonna be there for an hour he's been there for a while [usr] right [sys] i'm sorry that he's not gotten there by six o'clock but you are gonna be his next appointment [usr] it's the next appointment he should have rung but i think he will ring me now if he delayed that's very helpful and we will wait for him [sys] sorry about sorry about that [usr] alright [sys] i say it's just [usr] mate [sys] gotten held up [usr] if any problem further because we are waiting you let me know [sys] no problem thanks very much for your patience [usr] ok no no problem thank [sys] thank [usr] you [sys] you bye bye [usr] thanks bye | 6Qualified Lead
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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 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 around good evening you're through to [pii] how can i help you today [usr] hi there we've got a bit of a drainage problem in our backyard with some sewage starting to come up from the manhole cover and also through the drain i think it's any time i put on the washing machine or anything or flush the toilet or whatever it seems to start to flood one of those two ways out the back we're just looking for someone to come out maybe tomorrow afternoon if we could probably just flush it with the jets or have a look and see if it needs any further work [sys] ok can i take is it a commercial or domestic [usr] just [sys] property [usr] just domestic [sys] and you have british gas cover for plumbing and drains [usr] do i have what sorry [sys] british gas cover for home and drainage an insurance [usr] no no i don't have any no [sys] could i take your first and last name [usr] it's [pii] [sys] [pii] and [pii] can i take your number please [usr] [pii] [pii] [sys] [pii] i know [usr] [pii] [sys] [pii] and the first line of the address [usr] [pii] [sys] and the postcode [usr] [pii] [sys] [pii] sorry i'm gonna have to put you through to the [pii] department [usr] all no worries [sys] i can only book uk jobs just give me one second let me get the number for you ok sorry i i did have an inkling but i didn't want to make an assumption [usr] no [sys] because the are rude let me just put you through now thank you thank you for calling dina rod our office is currently closed for general inquiries or to book a non-emergency service please press one to leave a voicemail a team member will return your call during office hours for emergency situations only please press two to book an out of hours engineer | 6Qualified Lead
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[sys] hello thank you for calling dinah rod central london please note that calls may be recorded for monitoring and training purposes hello down the road [usr] hi i've got a problem with some blocked drains in but i just need to see how much it's gonna cost to get somebody to come around from you but we've already had someone go around and pour lots of liquid [sys] -huh [usr] down the drains and that didn't work i don't know what it [sys] what's [usr] is [sys] your postcode please [usr] [pii] [sys] ok unfortunately we don't call that area let me give you the correct office number [usr] ok thank you [sys] w-4 you said ok it is 0208 [usr] wait a minute 0208 [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] is that right [sys] yes [usr] ok lovely [sys] yes [usr] thank [sys] that's [usr] you very [sys] correct [usr] much thank you bye [sys] no worries bye bye | 6Qualified Lead
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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 did that you can now book drainage services [usr] he just [sys] online [usr] sat there all [sys] in a few [usr] afternoon [sys] easy clicks [usr] and they've [sys] visit [usr] not turned [sys] dial [usr] up and [sys] dot [usr] they're not [sys] com [usr] they think [sys] for [usr] to phoning [sys] details [usr] himself [sys] alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] was this mistaken up he dropped a ball down a pike accidentally but his doing [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 good afternoon thank you for calling [pii] speaking how can i help [usr] and er called up this morning to get someone out to look at a drain and was told it was gonna be late morning early afternoon mate and still no one's turned up [sys] what's the postcode booked under [usr] ng 163 jm [sys] sorry three j a was that [usr] at [sys] n for november [usr] that's right [sys] let me see if i can find it and what name is the job booked under [usr] it can be under either pizza bacon or third build renovations [sys] right there's two jobs on here under those names ok bear with me they should be with you fairly shortly the estimated time is between before about quarter past four [usr] right as long as they get there at quarter past four cos first thing this morning it's on a we're on a building site and we was told 4 30 is a clock seven goes home and they said no it'll be no problem be late morning early afternoon [sys] just say yes i can see leave at 16 30 i can only guess that he's been delayed iiiii i don't know that for sure but that's what it looks from here [usr] well well obviously no one will be there mate if it comes up they've [sys] right [usr] 4 30 it's either it's up to you guys if you wanna if you wanna waste his time and he's gonna be late [sys] ok [usr] don't turn up [sys] right [usr] or [sys] ok [usr] he just needs to let me know cos i'll send my lads home now if he's not gonna [sys] right [usr] get here before [sys] as i say i can only guess that the the it it we never know how long the jobs are gonna take it's really difficult and we don't say to them if they come to you and we don't say to them you've only got half an hour to do that job and then on to the next one if it takes three hours it takes three hours that's that's [usr] i i appreciate [sys] the problem [usr] that the the the person on the phone was confident enough to still see a late morning early afternoon though [sys] as i say [usr] maybe [sys] but [usr] they shouldn't [sys] but but but [usr] have [sys] but [usr] said [sys] but [usr] that [sys] but that can change in an instant as you i'm sure you probably appreciate [usr] that's what no no no notification that might be [sys] hello [usr] no [sys] sorry the line [usr] no [sys] the line [usr] no no one no one's obviously no does it not work that [sys] well i would have done if it was me that that ran it of course i would [usr] is there anyone who can contact the driver at quarter [sys] i can try [usr] past four they'll wait [sys] i can try and get a hold of him but bear with me [usr] if it's it's not if it's not gonna be that we'll have to book it in tomorrow mate but it's [sys] right [usr] gotta be done [sys] well let me see [usr] you [sys] if [usr] know [sys] i can [usr] it's [sys] get a hold [usr] be [sys] of [usr] done [sys] you [usr] during work hours you see [sys] right well let me see if i can get a hold of the engineer and ask him what he's playing at then bear with me i'll put you on hold [usr] thank you much cheers customer service it just doesn't exist anymore does it early morning what well what he's saying is the job could take half an hour or three hours but i was i was someone was confident enough to say er i know [pii] could have done this an hour ago gonna try but whether they are or not they might just have me on hold gonna be unit those shops they are i reckon how does it take to go somewhere do you think i'm just in on the loop now and this guy's on the phone taking another call [sys] hello right [usr] i [sys] they've spoken to the engineer he he he he can't get away from this job it's taking far longer than he anticipated she suggests probably tomorrow morning is the best now [usr] right let's [sys] ok [usr] get me [sys] no [usr] booked [sys] problem [usr] in then mate please [sys] no problem [usr] as early as possible [sys] right what time are [usr] if [sys] you there [usr] that's all [sys] from [usr] right as i say they'll be [sys] ok [usr] they'll be there from [sys] no [usr] 7 [sys] problem [usr] 30 as i say they'll do 7 [sys] ok [usr] 30 till [sys] no [usr] 4 [sys] problem [usr] 30 [sys] at all right well i'll let you go then and i'll just organize it with this lady now for tomorrow [usr] well for [sys] morning [usr] tomorrow morning [sys] 100% [usr] how how long do i leave it before phoning you if [sys] let [usr] no one's arrived [sys] me ask her bear with me [usr] cheers chat thanks engineer stuff job well then they just let people wait wouldn't they without telling them trouble is the blockage is in an a an unused pipe [sys] hello [usr] in one of the flats [sys] half past [usr] hello [sys] nine [usr] hi if if it's if if no one's turned [sys] exactly [usr] up by then give you [sys] exactly [usr] a call [sys] all right [usr] [pii] mate appreciate your time i'll let [sys] no [usr] the lads [sys] problem [usr] know they can [sys] take [usr] go home [sys] care [usr] now thank you mate cheers [sys] bye [usr] ta da bye bye bye bye | 6Qualified Lead
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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 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 evening welcome to my name is how can i help you [usr] hi my name is [pii] can i give you the post code please [sys] yes you can please [usr] it's a wc one x [sys] ok [usr] eight j for juliet r for romeo [sys] ok do you have home care policy with british gas for plumbing and drains [usr] no i don't have [sys] ok and what's the first line of your address please [usr] it's number [pii] [sys] ok let me confirm the postcode it's [pii] [usr] charlie [sys] eight [usr] no [sys] ok [usr] whiskey charlie [sys] charlie one x for x-ray [usr] wc one x yes eight juliet r for romeo [sys] ok thank you [usr] ok [sys] and was the first ok 2 42 right [usr] no 2 52 50 [sys] 2 52 50 ok thank you [usr] sure [sys] here we can just a second i'm pulling up the address [usr] but [sys] ok is it a domestic property or commercial [usr] it's a commercial property [sys] ok what's the name of the business please [usr] it's called the bib mangle bebek mangle ma nga l [sys] ok ok the baby can go ok can i have your email address please [usr] ok it's [pii] [sys] ok ok ok thank you is it a drainage issue or plumbing issue please [usr] it's a [sys] ok who's going to be on site when the engineer visit [usr] yes exactly what i need from the engineer is i had a visit from the accountant [sys] ok [usr] alright and the council is suspecting that our drainage is causing supply of threats into our premises [sys] ok [usr] ok he asked it if an engineer can come and they can get a video evidence that there is no issue with the drainage or [sys] ok [usr] there is no holes [sys] ok [usr] right [sys] ok you need ac c do you need a cctv survey [usr] cctv exactly yes [sys] ok what i will do let me give you the number of the local office [usr] of [sys] and [usr] the local [sys] you can [usr] office of [sys] yes you can call them on monday because [usr] on [sys] they are [usr] monday [sys] closed now ok you can call now they closed by six but i don't know if they will pick up now can i give you the number [usr] just [sys] ok [usr] one second what's the number [sys] ok [pii] [usr] ok [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] yes you can call now [usr] it's [pii] [sys] yes yes yes [usr] right and what i ask you for is called [sys] yc [usr] the video a cctv [sys] cctv sorry yes [usr] cctv what ok [sys] yes [usr] all right ok no problem [sys] ok thank you [usr] thank [sys] cheers [usr] you bye [sys] bye bye | 6Qualified Lead
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[sys] thank you for [usr] bye [sys] calling [usr] now [sys] dino rod partners [usr] bye [sys] with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at on demand how may i help [usr] hi i wanna get i'm just wondering if i've dropped my keys down the drain i don't know if it's something you guys are able to take your keys out of the drain is that something you guys can do [sys] when you say a drain do you mean a drain in the road or [usr] just [sys] a a [usr] a just a normal drain in the road i i've dropped my i've dropped my keys down though you see and obviously obviously there's water in the drain but obviously i'm not able to get down the drain to get the keys and stuff and i just want to know how much it will cost for you guys to come and retrieve the keys [sys] well we charge [usr] if you can [sys] 100 and £70 but i need to get you through to the local office on this because it depends if they're able to lift the grid or not can i take your postcode [usr] it's [pii] [pii] [sys] did you say [pii] [usr] [pii] [pii] [pii] [sys] right ok i'll give you the phone number for the local office and they'll be able to advise you better do you have a pen there [usr] ok er yep two seconds just right and ready when you are [sys] it's [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] ok thank you i'll [sys] no [usr] call [sys] problem [usr] them now thanks [sys] thank [usr] for your help [sys] you bye [usr] thank you bye bye | 6Qualified Lead
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[usr] out [sys] good afternoon [pii] [usr] hello i made a call on friday i believe it was and someone was gonna come out and visit our site but i don't believe anyone turned up [sys] sorry where where are you [usr] it's godfrey's yard let me just wonder [sys] in what town is this [usr] [pii] [sys] ok i'll pass it across to my colleague [pii] me a second [usr] ok thank you [sys] hello [pii] [pii] [usr] hiya we had a gentleman that was gonna come out on friday and i don't believe he ever turned up [sys] right ok what's the postcode there [usr] [pii] [sys] [pii] let me have a look off site he says he's been there try to jet clear blockage jetted 15 m off the boundary down to manholes in the roadway believed to be southern water assets need southern water to attend and clear blockage affecting multiple properties further up the hill [usr] right ok [sys] he has [usr] no [sys] been [usr] that's [sys] and he's saying it's the it's the water board's responsibility [usr] ok it's nothing to do with our [sys] no it's it's down to the water board [usr] ok all right [sys] all [usr] no problem [sys] right then thanks [usr] all right cheers [sys] bye [usr] bye | 6Qualified Lead
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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 three did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] ok [sys] dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here hi this is [pii] down the road how can i help [usr] is that down arrive in [pii] [sys] no but i can transfer you over if you give me the postcode [usr] it's a b 31 5 s for sugar s for sugar [sys] is it plumbing or a drains issue [usr] it's a drains issue [sys] well i'll transfer you over now [usr] thank you [sys] thank you take care bye [usr] thanks [sys] bye [usr] bye [sys] hello you're through to [pii] we can have lunch between 1231 15 at this time we have limited staff available to take calls if you would prefer to call back then please leave a message and we will get back to you or if you want to give us a call back after [pii] that would be great thanks a lot goodbye now the mailbox of the person you are calling is currently full and cannot accept new messages | 6Qualified Lead
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[usr] is she a woman [sys] welcome to diner rod if your call is regarding a plumbing matter please redial [pii] [usr] what did she just say [sys] for drainage [usr] ok [sys] queries please press two [usr] ok [sys] for ac [usr] cos we can talk them through our drainage it is ok sw sw can't with me [sys] he told our operator bru bet i know [usr] hi there it's [pii] calling from southway housing trust [sys] hi there [usr] hi i've just got one of our tenants on the phone she's got a block drain and i think we raised the job a coup two days ago she said [sys] i [usr] no one's attended us yet [sys] what's the postcode sorry [usr] the postcode's [pii] [pii] [sys] [pii] that that's we went that one yesterday if it's [usr] did [sys] the one i think it is one second [usr] ok thank you [sys] what's the let me see the one with his name [usr] it's june 12th [sys] was no no wrong one what [usr] just [sys] no no ok [usr] know with mummies [sys] we we've not had someone rung up yesterday about this but we [usr] we've [sys] we we've not [usr] we've we've [sys] had a job [usr] not had [sys] come [usr] a job [sys] over [usr] come [sys] for [usr] over [sys] it [usr] it's been raised twice it just hasn't been raised [sys] i'm [usr] properly [sys] looking i'm looking at there's nothing there yesterday [usr] what [sys] i monitored the southway box yesterday nothing at all [usr] really [sys] i thought you just even if you just put put the actual type the address and have details out for me in an email and and put the the work card number on there for me and i'll get someone over first thing this morning for us [usr] thank you much what email shall i send it on [sys] just send it if you put it to the actual sowa housing one just type but just type everything up and put it on there and then [usr] all [sys] just [usr] right [sys] send [usr] is [sys] it over to me [usr] ok i think i've got that one [sys] for some [usr] all [sys] reason [usr] right then i'll do that [sys] we [usr] then [sys] we we've not been getting some jobs over to us [usr] all right [sys] but [usr] ok [sys] i don't know why i know i know you had an a system update was it last week or the week before [usr] we [sys] but [usr] did [sys] since since [usr] we [sys] then [usr] did [sys] that's when we will not be this that that's from not being getting jobs for since [usr] what [sys] then [usr] a nightmare [sys] a lot [usr] all right [sys] of people [usr] well thanks [sys] have been doing do doing it is not a pdf but it's a picture [usr] ok [sys] they've been doing it is that and sending it over to us [usr] an email a screenshot [sys] on [usr] right [sys] email [usr] ok all right then i'll do that now i'll [sys] ok [usr] do that thank you what's [sys] thank [usr] your name please [sys] you [usr] i'll just mark it for your attention [sys] my name is [pii] [usr] all right thanks [pii] thank you thanks then [sys] thank [usr] bye [sys] you bye [usr] bye | 6Qualified Lead
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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.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon thank you for calling dino [pii] speaking how can i help [usr] hi i've got a lea in my toilet and i'd just somebody to come out and take a look at it [sys] you've got a what in the toilet sorry [usr] a leak [sys] a leak [usr] sorry a leak [sys] all right there's no blockage or anything [usr] no [sys] ok [usr] and [sys] where's it leaking from what the system or [usr] it's coming [sys] see [usr] out of the system when i i flushed the toilet and the come out from behind the system [sys] right what's the i is it a com commercial or domestic property [usr] domestic [sys] and do you have british gas home care cover for plumbing and drains [usr] i do but i called them out with this before and what they said was that there was a rodent that kept coming [sys] no [usr] up and chewing the pipe [sys] it was empty [usr] i only had them out last week and they repaired it and they said that it wouldn't be covered again it looks the same thing's happened i've i've got to get on to winder [sys] can you direct [usr] kill to come and have a look at the drain but the man that came from dina rod said i he didn't think i'd be covered if they if i had to call them out again but it looked the same thing happened [sys] ok what's the what's the postcode first of all [usr] it's [pii] [pii] [sys] bear with me [usr] i can't believe it he said it's just been over a week and the same thing [sys] and what's the house number [usr] number 20 [sys] 20 i just want to look at that last job bear with me alright let me just copy some stuff from that one first [usr] cos he said it they might have gone but obviously the buglers haven't [sys] right but but i i need to set up some new details just bear with me because it's not a british gas job [usr] ok it won't be covered under the insurance again will it [sys] i i couldn't tell you i'm afraid i can put you through to them it might be i i don't know [usr] no it's [sys] it's what [usr] the chap that came out from dina [pii] said that he didn't think it would be covered again [sys] i mean i can put you through to home care if you want they will be able to tell you [usr] will they is it [sys] they can [usr] you think [sys] always transfer [usr] worth [sys] it's [usr] he's worth [sys] worth [usr] a try [sys] it's worth asking they can always transfer you back to us if it's not [usr] all right then if you just put me through then [sys] you never know [usr] all right thanks [sys] bear with me there's no queue at all let me put you through [usr] thank you [sys] thanks for calling you're speaking with [pii] at british gas how can i help [usr] hi i've got a a leak in my toilet and the only happened about just over a week ago and it and it's happened again [sys] right what do you say a leak where's the leak going [usr] sorry [sys] though from [usr] from [sys] the [usr] the [sys] toilet [usr] toilet [sys] go into the toilet [usr] coming out of the toilet [sys] is it blocked at all [usr] no no it's not blocked it's from behind the system [sys] ok can i take your home care number please [usr] sorry i haven't got that [sys] can i take your postcode [usr] it's [pii] [pii] [pii] [sys] and the house number please [usr] 20 [sys] and what's your name [usr] [pii] [sys] ok one second ok can you still use that toilet though [usr] no because it's leaking if you use it [sys] do you have access to another toilet [usr] no no [sys] ok there is a £60 excess you're aware of that yes ok right i'll get someone out as a priority tomorrow then between eight and six ok [usr] eight and six last time when they came out they they had the wrong mo mobile number down for me and he said he needed to change it on the system [sys] all right i'll take that from you now anyway what is the right number [usr] well it is [pii] it was one digit short he said [sys] no no that's what we got ok [usr] he said when it came through when he tried to ring to say he was arriving it it it didn't come through [sys] right i'm booking you in for tomorrow then all right [usr] all right what what time [sys] between eight and six [usr] [pii] and six will i get any call before to say [sys] i usually get a call or a text or both [usr] ok lovely thank you very much thank [sys] all right [usr] you [sys] no worries take [usr] bye [sys] care bye bye now bye bye | 6Qualified Lead
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[sys] hello donno plumbing [usr] hi there i'm just calling in regards to a job we had done in this about a month ago i called in i think the week after a week or two after just requesting the invoice that we paid i thought i'd get a call back i haven't received one as of yet [sys] ok let's have a look for you what is the postcode [usr] it's ip [pii] [sys] right we don't cover that postcode area you've been passed through to the wrong number sorry about that [usr] it's all right do what the right number would be [sys] no unfortunately you may have to call british gas [usr] really [sys] we we don't have this postcode over they may be able to get the number for you [usr] right o only because i thought that would be quite di i called [pii] number is there is [sys] no [usr] there another [sys] this is the wrong one no i'm not entirely sure [usr] ok i will try again no problem [sys] all right thank you [usr] thank you bye [sys] bye [usr] bye | 6Qualified Lead
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[sys] hello thank you for calling dinah rod central [usr] no call [sys] london [usr] out charge [sys] please [usr] [pii] [sys] note that calls may [usr] that's [sys] be recorded [usr] because they [sys] for monitoring and training purposes hello down road [usr] hi there do you do houses or is it all commercial properties that you deal with [sys] no we do domestic as well [usr] ok how much would it cost for someone to come around and unblock well it's unblocked kitchen sink but i don't know where it's blocked that's the problem [sys] what's [usr] i [sys] the postcode of the site [usr] cr [pii] [sys] ok that's different local office [usr] ok [sys] because we call center and let me give you the correct number [usr] no problem [sys] you said [pii] [usr] [pii] [sys] right [usr] it's area [sys] that's [pii] [pii] [usr] yep [sys] [pii] [usr] [pii] thank you very much for your help [sys] cheers no worries [usr] bye [sys] bye bye | 6Qualified Lead
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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 [usr] ohh started up suddenly now i was don't mind what is it all right sweet [sys] dino is one of the [pii] leading plumbing [usr] no [sys] and drain services from blocked drains [usr] no [sys] to burst pipes [usr] don't [sys] and busted [usr] it costs much [sys] boilers [usr] i [sys] we're [usr] sleep that [sys] here [usr] place [sys] to help well did i know my name's [pii] how [usr] hi there we've got some rental properties one of the flats has got a blocked drain it's causing the flat above to block and flood down to the flat below if i can book a drain [sys] right [usr] unblocking please [sys] ok and what's the postcode for the property [usr] ex [pii] [sys] and you ok doke that's absolutely fine give me one moment then let me just get you across to our local team [usr] ok [sys] but we'll see if i can get that sorted for you one moment [usr] thank you very much [sys] on what [usr] hi there we've got a a couple of flats in barnstable one of them's got a block drain you think and it's flooding the flat above into the flat below i wonder if you can book a book a drain unblocking please [sys] give me two seconds is that the x 31 area [usr] 32 same area [sys] yes please no worries let's just see how busy we are two seconds [usr] sure [sys] to be honest we're gonna struggle this weekend [usr] ok right i got to [sys] did [usr] do [sys] you say it was a flat [usr] it's two flats the drains in the [sys] is [usr] one [sys] that [usr] below [sys] i has it got shared drain are they both are they both yours or are they shared drainage [usr] both [sys] or [usr] both ours both our flats both rented out it's there must be a blockage in the drain the plumber says cos all the toilets and shower and stuff up in the top flat are flooding [sys] because [usr] down into the bottom flat [sys] if it's shared drainage outside that would be the responsibility of the water board to clear that [usr] ok [sys] you might wanna ring them first and just because obviously you won't have to pay for that either [usr] all right no i think we've had things similar before and we had i think we used you guys before in the same well not the same flat but doors down but all right then i'll [sys] ok [usr] i'll try them all right then [sys] try to open first cos obviously i'll be free and if you tell them that there's waste backing up that they should come out the same day [usr] all right brilliant all right i'll do that then all right [sys] no worries [usr] well thank [sys] mate thank you [usr] you very much cheers bye [sys] alright bye bye | 6Qualified Lead
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[sys] thank you for calling diner rod 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 [pii] [usr] hi i'm calling from ryan house in [pii] we've got a blockage in the car park in the drain i was hoping somebody could come out and have a wee look at it first [sys] ok bear with me one second the guy that you need to speak to is just on a call at the moment [usr] ok [sys] can i take a few details from yourself and he can give you a wee call [usr] yep [sys] back when he gets freed up [usr] no worries [sys] is that [usr] yep [sys] ok did you say it was [pii] house [usr] ryanne house at [pii] [sys] ok would you have the wee postcode at all [usr] it's [pii] [sys] [pii] [usr] x [sys] ex ok and can i take your own name there [usr] my [sys] please [usr] name's [pii] [sys] and [pii] can i just check this number that you're calling in on is it the best number to contact you back on [usr] yes you could try that one and also give you my mobile just in case the mobile [sys] no worries [usr] mobile is [pii] [sys] let me call that back that's [pii] [usr] that's it [sys] and sorry just going back to the start of the conversation did you say there was a blocked drain in the car park is that what [usr] there's in the car park there's a small drain [sys] bye [usr] and the water's coming out of it and we one of the staff did a bamboo roll down to see if they could clear it and it did clear somewhat but it's still there's something blocking it [sys] ok no worries at all [pii] leave this with me i will pass this information on to [pii] and you can expect a call back from him just as soon as he gets freed [usr] brilliant [sys] up ok [usr] lovely thanks a million [sys] you're [usr] ok [sys] welcome [usr] bye [sys] bye [usr] bye [sys] now thank you bye | 6Qualified Lead
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[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's free 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 well said i know my name's [pii] how can i help [usr] hi there i'm looking for a price to have some drainage renewed at the side of my property in [pii] [sys] right ok is is there a fault with it at the moment is there you think you just need to renew it [usr] it's [sys] or is it changes [usr] 100 [sys] to layout [usr] old it's displaced [sys] alright [usr] its holding in water and very displaced at a certain place i've [sys] bye [usr] just been told by [sys] top [usr] my insurance company to to get it done myself and they'll [sys] to [usr] see [sys] go [usr] me [sys] ahead [usr] all [sys] and get it all right ok no problem at all we should be able to have a look at that for you hey what's your postcode there [usr] it's g7 three [sys] yep [usr] 58 f alpha foxtrot [sys] that's absolutely fine if you give me a moment what i'll do is i'll pop you through to the local team and then they can come round and have a look at where everything's laid out and what have you and see about getting that sorted for you do you want me to give you the number as well or do you want me to just pop you over to them that some people it some [usr] he just popped me over [sys] alright one moment i'll get you straight [usr] thanks [sys] through [usr] i | 6Qualified Lead
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[sys] good afternoon [pii] calling [usr] hi i'm after a job done i've got a unit within prospect center and one of the toilets is is blocked and i need in men [sys] you've come through to plumbing but i can give you a drainage number what area are you what's your postcode [usr] [pii] [pii] it's center of town [sys] h your one dev is that a one more phone number is it a [pii] number for dr [pii] right have you got a pen there [usr] and i'll [sys] no [usr] find [sys] problem [usr] out go go now [sys] it's [pii] [usr] sorry but the pen i found i've got no nib in it i don't know i'll ring you back [sys] it's up to her i can shout it out if you want to put it on your phone while while you're on [usr] go on then hang on no right go on [sys] right [pii] [usr] i know how you feel sorry [pii] [sys] [pii] [usr] sorry [sys] [pii] 2345 [pii] [usr] it's [pii] [pii] [pii] [sys] correct and that that's [usr] ok [sys] down the road that's the drainage site for your area [usr] ok that's great thank you very much [sys] cheers [usr] cheers [sys] bye [usr] bye [sys] bye [usr] bye | 6Qualified Lead
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[sys] thank you [usr] thank [sys] for calling [usr] calling [sys] dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you've now booked drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes you're through to [pii] speaking how can i help you [usr] good afternoon i should be due a visit with one of your people to do a block drain can have you got a way of contacting whoever's got that job to see if they're likely to call today [sys] and what's your postcode [usr] [pii] [sys] [pii] and what's the first line of the address please [usr] [pii] [sys] and your name please [usr] [pii] [sys] [pii] ok looking at this it is with an engineer at the moment that's been dispatched out to them [usr] well i i [sys] well [usr] started this call on monday and was told nobody could come until wednesday yesterday and then no nothing happened yesterday nobody came and i've been sitting here a day and a half waiting for a call is there any way [sys] right [usr] of getting hold of whoever [sys] i could [usr] has [sys] put you [usr] got [sys] through [usr] that job [sys] i could put you through to the office and see if they can assist [usr] what [sys] you a bit further because a lot of direct access to the engineer [usr] ok thanks [sys] no worries bear with me good afternoon [pii] how can i help [usr] good afternoon i'm expecting a visit today for a blocked drain have you got any way of contacting the engineer who's got that job to see if [sys] what's [usr] he is [sys] the postcode [usr] likely to come today [sys] what's your post what's your postcode [usr] [pii] [sys] you are due to be his next appointment [usr] all right he should [sys] currently [usr] be giving us a ring then [sys] you are due to be his next appointment obviously he's he's currently stuck he's on a job at the moment in [pii] [usr] right well that's not too far [sys] and then as soon as he's done that he's he's off to pieces over to yourself [usr] we're next on the list ok mate thanks for your help [sys] all right no worries at all [usr] right [sys] well i say [usr] out [sys] you are definitely [usr] his [sys] you are definitely gonna be sorted this afternoon [usr] terrific cheers mate [sys] thanks man thanks bye [usr] bye have a good one bye | 6Qualified Lead
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[usr] bye [sys] thanks [usr] no [sys] for calling [usr] we got the top [sys] dino [usr] toilets [sys] plumbing [usr] at the top aren't [sys] please [usr] we [sys] note all calls are recorded for training and monitoring purposes please [usr] you'd be [sys] hold [usr] lucky [sys] while we connect you to a member of our team we'll be with you in just a moment [usr] hang on hold on give me two seconds i just need to call them [sys] thank [usr] about these toilets [sys] you for calling your call will be answered by the next available representative good a good [usr] i know [sys] afternoon [usr] they're awful aren't they [sys] plumbing how [usr] hi [sys] can i help [usr] it's [pii] calling from chiton [sys] hello [pii] [usr] we've been expecting some of your guys here i think er [pii] arranged it for eight o'clock this morning on an emergency call out but we still haven't had anyone [sys] most [usr] the toilets [sys] the [usr] are starting to back [sys] what [usr] up now [sys] what's the postcode please [usr] hello one second [pii] [pii] [sys] sorry say that again [usr] [pii] [sys] yep [usr] [pii] [sys] tango november 2 [pii] delta hotel i don't have anything on our system can i ask what nature of the issue is please [usr] people pumping out and and the camera's over [sys] for what a drain [usr] or running out for grainger [sys] ok you've come [usr] foul [sys] through to dino [usr] drainage [sys] plumbing we don't deal with that you would need to speak to dino [pii] [usr] alright alright awesome [sys] all right sorry ok [usr] alright [sys] thank [usr] cheers thank [sys] you [usr] you | 6Qualified Lead
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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 plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] at how can i help [usr] hi i got a bit of a problem i've got a problem with my dr my plumbing in my flat now the problem i've got i don't know how this works but do you do if you came out do you do an invoice or do i have to pay [sys] we [usr] upfront over the phone [sys] usually it's up front one where it's been completed and it just depends on the local area on what they can they can offer to [usr] the [sys] the [usr] reason why i'm asking is because obviously when it's an emergency too i don't have the money at the moment and plus i might i mean if it comes to it i pay it when i get paid but it's not i to be honest i think it might be a case of the landlord of the building paying it however i'm not gonna be getting into an argument with them over it it depends what they say because if it's the blockage is mine which i don't think it is [sys] ok [usr] i think it's in the flat downstairs which he owns but he doesn't live on the other but i do think [sys] right [usr] it can [sys] let me get you the number for the local office of that area because it'll be themselves that you'd need to discuss it further with [usr] i live in [sys] what what's the postcode of your property [usr] [pii] [sys] ok and is it a blockage [usr] right what it is it's a where my washing machine is i put the drain pipe from the washing machine to waste to go down the pike and it's just completely and utterly backing up and it's flooding [sys] right [usr] and [sys] ok [usr] my [sys] it'll be [usr] sink [sys] drains [usr] in the kitchen [sys] that you would need [usr] is is backing up and bubbling but it does drain the the sink is it drains but the other one don't [sys] ok [usr] it's it [sys] let me get you the number [usr] empties [sys] let me [usr] yes [sys] get you the number for the drains department have you got a pen and paper to note this number down [usr] i have [sys] ok the number for the drains department [usr] i'm on wait [sys] is [usr] one minute i'm on the top floor [sys] ok [usr] it's the pipes [sys] that's fine i just need to give you [usr] ok [sys] the number because you'd need to discuss [usr] ok [sys] things further with [usr] i [sys] them [usr] didn't realize [sys] ok [usr] sorry [sys] have you got a pen and paper to note this number down ok the number to call is [pii] [pii] [pii] [pii] [usr] a minute ok [sys] right if you give them a call they'll be able to assist you further [usr] thank you [sys] ok bye bye [usr] bye bye | 6Qualified Lead
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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 thank you for calling british gas you're through to in the services team may i please confirm your name [usr] hello my name is [pii] i've got a a plumbing drainage contract with british gas can i tell you the post code [sys] ok yes what's supposed good [usr] tango whiskey [pii] [sys] ok first line of your address [usr] [pii] monthly [sys] thank you and how can i help you [usr] how's name [sys] how can i help you [usr] we've got a a plumbing issue the the toilet system is causing problems that means you have to turn the handle several times before the toilet flushes [sys] ok please are you the contract owner [usr] yes please [sys] ok please confirm your date of birth [usr] ninth of june 1968 [sys] thank you the problem is with the toilet flusher [usr] can you check if there's is there a call out charge for the number [sys] ok ok [usr] here's another use another card the last two games [sys] yes there is an excess of £60 [usr] 60 [sys] yes [usr] ok i pay that now or after the job is done [sys] sorry [usr] should i pay it now or after the job [sys] bye [usr] is done [sys] after the job is done do you have another toilet [usr] you [sys] that you can use sorry hello [usr] sorry [sys] hello [usr] say that again go ahead hello [sys] do you have another toilet that you can use [usr] i go [sys] if [usr] ahead [sys] you are busy sir you can call us back when you [usr] i'll [sys] are free [usr] get [sys] to [usr] you no [sys] talk [usr] no no [sys] hello alright thank you to no response i will terminate the call you can call us back when you're free to talk on the line | 6Qualified Lead
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[sys] hello you're through to [pii] how can i help [usr] i am i was awaiting one of your plumbers at 10 o'clock and it's now nearly half 11 and no one's turned up it was someone called [pii] [sys] right ok right ok two minutes lovely what's the postcode [usr] ch 443 a h [sys] the one ch 44 [usr] three a h [sys] i just take up the grain see when they ch 443 a h [usr] that's correct yes [sys] and your name is [usr] [pii] and i spoke to somebody last week and i was assured that this [pii] would be here by 10 o'clock this morning because this is an ongoing problem since september and we've [sys] right [usr] got [sys] this is the bathroom isn't [usr] it [sys] it [usr] is and we're really not very happy at this point to be honest with you [sys] right ok two minutes lovely just hold the line for me [usr] ok [sys] miss [pii] hello mrs [pii] [pii] won't be coming today he's after being put on an emergency cylinder [usr] right [sys] but [usr] well it would have been [sys] we [usr] good go [sys] well [usr] on [sys] we didn't know you see because it was it was booked with [pii] wasn't it with [usr] no when i when it was when it was booked last week i was told it would be [pii] that was coming [sys] i know right and [pii] just on the phone now trying to get somebody to you [usr] right ok will it be some time this morning ok [sys] what i'll do is i'll wait till he comes off the phone then i'll give you a i'll phone you back missus [pii] and and give you a time ok [usr] ok cos i i've had the dogs caged up caged up you see for a couple of hours [sys] i know [usr] now [sys] i i do [usr] i need to get [sys] apologize [usr] them out ok [sys] but i'll i will phone you and let what time [usr] that would be brilliant if [sys] ok [usr] you could thank [sys] lovely [usr] you [sys] bye [usr] ok [sys] bye [usr] thanks [sys] darling bye [usr] bye bye [sys] bye bye | 6Qualified Lead
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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 did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes through to [pii] my name is [pii] how can i help [usr] hi there somebody just put me through was trying to put me through to somebody to deal with a pump problem that we have that have been installed by [pii] and then it just [sys] it probably [usr] to voicemail [sys] is it's probably the local office bear with me a quick second what's your postcode please [usr] it's [pii] [sys] and the first line of your address [usr] [pii] [sys] ok did the did the agent give you the number to dial [usr] no they said i'll put you through [sys] all type pieces [usr] it said it was [sys] ok [usr] the [sys] i'm [usr] same [sys] gonna give [usr] franchise [sys] you [usr] that was dealing with a problem and they put me [sys] pe [usr] through and then it rang for a bit and then went through to voicemail [sys] ok i'm going to give you the number because sometimes they they're one of the busiest franchises sometimes it can it can ring but before i give you the number [usr] yes [sys] let me just what what's your name please sir [usr] mrs [pii] [sys] ok before i give you the number what i'll also do is i will i will send them an email as well just in case [usr] ok [sys] call the number bear with me a quick second where's this email address ok i'm just trying to set up my email ok how long ago did they install that [usr] t 2019 [sys] pump [usr] i think it was or maybe 2018 [sys] ok [usr] 0 2019 i think june 2019 it was a guy called [pii] that installed it but i believe he's retired and then he handed it over to a [pii] i think but i've never seen him [sys] that that's that's possible just bear with me ok let me just give you the number first rather than hold you on because before they decide they're done for the day do you have a pen please [usr] yes [sys] the number is [pii] [usr] [pii] yes [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok lovely [sys] yes ii i would call them now if they don't pick that means they probably started trying they're trying to close the office [usr] sure [sys] but if you can't get through i'd say nine o'clock tomorrow morning but i'm going to send them an email as well [usr] ok [sys] just to let them know that you called ok give [usr] ok [sys] them a ring quickly if you can [usr] ok [sys] if not tomorrow morning [usr] thank you [sys] all [usr] very [sys] right cheers [usr] for your help [sys] take care bye [usr] see you then [sys] bye [usr] bye bye [sys] bye | 6Qualified Lead
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[sys] welcome to diner rod if your call is regarding a plumbing matter please redial [pii] for drainage queries please press two for account queries each minute time [usr] hi i spoke to someone on the 25th of december about a drainage inspection that needs to be done on my property [pii] said that he'd ring me back and [sys] what's the postcode sorry [usr] and it's [pii] [pii] [sys] and the first line of your address please [usr] my first line [sys] you [usr] is [pii] [sys] ok yes i passed that on to my colleague that message give me one second let me get some right i'm just looking at a track it isn't anything available for two what's over two weeks even longer [usr] right i've been waiting a long time for an appointment the first one the guy went to the wrong house and then the second one i left notes for him to say to let himself in into the back garden the bolt the it's only bolted the gate now it never locks but he didn't receive the message and and again it was missed that two appointments now that i've been and not being able to have been doing but [sys] i [usr] i did [sys] i know [usr] speak to the guy that that turned up that day he phoned i was at work and he phoned me to say i was on my way but i've missed the call cos i was in work couldn't answer my phone i rang him back later on when i got home and i did speak to him his name was [pii] and i did say to him the next time if he gets cold we go again let yourself get in through the vault [sys] right [usr] his [sys] ok [usr] gate and but i've had [sys] do [usr] this [sys] do [usr] problem now for over 12 months with rats and it's pest control that i've got onto the house instead then you check the drains because it's just [sys] right [usr] reoccurring outside [sys] ok the only thing i can do is book the dates i have available is the 22nd of january it's a monday all i do is put you in for that day for [usr] that's [sys] the morning and then send [usr] can [sys] an email [usr] you [sys] to my colleague [usr] can does it have to be a morning appointment [sys] i can do the afternoon no [usr] afternoon will be better i get i get home from work about half past two but if you can still keep try and keep that note of [sys] of course well [usr] for him to let himself in through the the side gate [sys] no problem at all leave [usr] cos [sys] that with [usr] it's [sys] us [usr] not locked or anything and i have to give him permission once [pii] locks out [sys] right ok i'll put a note on it [usr] ok then thank [sys] ok [usr] you [sys] thank you bye [usr] thanks [sys] now [usr] bye | 6Qualified Lead
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[usr] you want thomas five [sys] dino plumbing how can i help [usr] can you put me through to your complaints department please [sys] our complaints department can i ask who's calling [usr] my name is [pii] [sys] [pii] do you have a postcode for the file [usr] [pii] [pii] [sys] ok sure [usr] if you haven't got complaints department and put me through to a manager [sys] that's fine it was [pii] [usr] that's right [sys] and what was the first line of your address [usr] [pii] [sys] [pii] [usr] yes [sys] ok and it was [pii] [usr] yes [sys] ok just bear with me while i just search for the file [usr] there is no file [sys] ok there's no file [usr] there's no file i wish to make a complaint about one of your drivers [sys] ok do you have the registration [usr] no but i have camera footage that would prove everything [sys] ok that's fine you didn't get the po the registration plate [usr] can you just put me through to somebody [sys] absolutely [usr] please [sys] i'll do that now [usr] i think i i can talk go go for the pick up away one but it probably be too rainy possibly but we want to do that now though that's the problem if she wants one ok that's his favorite rounds were of course [sys] hello there you passed through to the dispatch manager how can i help [usr] yes i have a complaint about one of your [sys] right [usr] drivers [sys] no worries let me take some details down ok can i ask what happened [usr] they were parked on double yellow lines at a drop curb outside my house i bid my horn they looked up they totally ignored me i bid my horn a second time they totally ignored me i could not get onto my drive i went and rattled on their window and had a go at them and told them that they shouldn't be parked there and they didn't [sys] right and [usr] it [sys] when was this sorry last night [usr] last [sys] and do you [usr] night [sys] know [usr] i arrived home at six o'clock [sys] [pii] [usr] i live in [pii] and [sys] [pii] [usr] it was [pii] [sys] right bear with me one moment let me see if i can find out which if it was one of our drain engineers or plumbing just are you i [usr] that there was [sys] there [usr] two [sys] was two [usr] people [sys] people in there [usr] there [sys] right bare with me one moment i'm just having a look on our system bear with me i'm just having a look sorry and what was the name of your road there right [usr] it's the causeway but [sys] right [usr] it's [pii] [sys] ok bear with me a moment i believe this is one of our drain engineers let me pass you through to the drains dispatch manager [usr] really what [sys] hello there you've been passed through to [pii] on the on the drainage team how can i help [usr] i have a complaint about [sys] right [usr] two of [sys] ok [usr] your [sys] what [usr] workmen [sys] was your postcode please just i can bring the job up [usr] [pii] [sys] right [usr] they didn't do work at mine they've done work in the area [sys] right [usr] a along the court somewhere [sys] ok [usr] my postcode is [pii] [sys] [pii] [usr] [pii] [sys] right [usr] [pii] [sys] mine [usr] right [sys] is where we went [usr] it's [sys] to [usr] possibly nine right outside my [sys] yep [usr] house i there are two car parks granted he would [sys] what [usr] have had to have parked in one of them i do not appreciate the idiots who employ [sys] right [usr] that park on double yellow lines in front of a drop curb blocking me from getting into my house i do not appreciate honking my horn having my left signal on and then totally ignoring me for which i bibb twice i rattled on the window and they were abusive and to an [sys] right [usr] there's [sys] ok [usr] no need to knock on the window now [sys] well [usr] if [sys] well [usr] you're gonna employ [sys] well [usr] morons [sys] well be bear [usr] that are [sys] with [usr] gonna [sys] me [usr] sit [sys] obviously [usr] there and do [sys] i [usr] that [sys] don't employ these morons i'm just a dispatch manager i i'm not i don't employ what i can suggest all i can suggest please is that you email your complaint in and then i can pass this on to the field manager who deals with all the engineers [usr] well i want the registration of the van for one i can get it myself i have a dash cam in my car i have cameras outside my house [sys] ok [usr] it's no good then [sys] all [usr] lying [sys] all all i would [usr] to [sys] suggest [usr] a and say [sys] is then that you email [usr] that [sys] that complaint [usr] didn't happen [sys] in and with a footage and evidence that you've got then i can forward all that on to my field manager who can then deal with the engineers as he's fit [usr] i [sys] but [usr] deem it fit [sys] i said [usr] that [sys] that [usr] they don't park [sys] is the only [usr] in front [sys] thing [usr] of my [sys] that i can [usr] drive [sys] suggest is that you call that you've email in i'll give you our email address email in any evidence and of what you've got as regards your complaint and then i can get that all sorted for you and passed on to the field manager what i would need it's [usr] all [sys] [pii] [usr] right can you give me the email address please [sys] [pii] [pii] which is [pii] er [pii] [usr] [pii] er [sys] the minor sign [usr] what's a [pii] [sys] [pii] it's [pii] [usr] [pii] [sys] [pii] [usr] right ok then i will get all that [sys] my [usr] sorted [sys] name is [usr] out [sys] [pii] [usr] sent [sys] and [usr] over [sys] i am the dispatch [usr] you [sys] manager [usr] and what is your [sys] ii [usr] name [sys] i [usr] please [sys] i'm i'm in charge of the work to speak but unfortunately i don't have anything any any dealings with the engineers in that respect all right no problem at all [usr] ok then i'll get that [sys] thanks [usr] done [sys] now [usr] all right thank you bye | 6Qualified Lead
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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 through did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] at how can i help [usr] good afternoon i've got a blockage on my site with a foul drain pipe we had you guys in yesterday and you won't be able to do the job and i got [pii] walking last night and they unblocked it but i think i got a general blockage again today and i'd to give you a try again to see if you can unblock it because it's inside inside [sys] we [usr] private [sys] can [usr] property [sys] ok [usr] sorry [sys] two moments what's your postcode [usr] [pii] sorry sorry [pii] hx is is actual actual three h for hotel x for x-ray [sys] ok and we've attended the property recently [usr] yesterday [sys] i'll just confirm my postcode golf uniform 11 [usr] yes [sys] one hotel x-ray [usr] ok i put in the postcode there you might have been given the wrong postcode gu 11 1 bhb for bravo h for hotel because it was somebody else that booked it for me and they probably gave me the the the address of the site when you need to come [sys] that's correct [usr] a side street to my office [sys] right ok i'll have to give you the number for that office have you got a pen and paper to note this number down [usr] one second now [sys] thank you [usr] ok [sys] ok the number to call is [pii] [pii] [pii] [usr] what's the story is this is this a local branch of you guys or something is it [sys] if you give them a call they'll be able to tell you if they can come back out i [usr] all right ok all right thank you cheers [sys] right [usr] now [sys] take care [usr] bye [sys] bye [usr] bye [sys] bye [usr] bye bye | 6Qualified Lead
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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 [usr] bye [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 good morning you're through sedan [pii] speaking how can i help [usr] morning lovely sorry to bother you we we've got a blocked drain and seven trent can't come out to us until boxing day it's been it for two days now they've only told us this morning that they won't be coming out i was wondering if there's any way that we can arrange or could you let me know how much it would be to get somebody out today [sys] is it the drain outside or inside [usr] it's outside [sys] is it a shared drain [usr] it is [sys] ok what's the postcode of the address [usr] [pii] [sys] you'd probably have to speak with the the local office i can provide you with a direct number to see what that they have [usr] ok [sys] to inform them as well that it is a shared drain is that all right [usr] of course [sys] ok the number is [pii] [usr] bear with me one second lovely hold on a minute find the [sys] sure [usr] ok [pii] [sys] 0145 sorry it's just gone again [pii] double four double four [usr] lovely thank you for your help [sys] all right no worries take care thank you bye bye [usr] thank you bye bye | 6Qualified Lead
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[usr] that answer the phone [sys] worries hello [pii] from donald drainage how can i help [usr] who am i speaking to [sys] it started off from done over a drainage [usr] hang on a second can you hear me a bit better now i couldn't hear you i'm very [sys] all [usr] sorry [sys] right [usr] are you technical [sys] no we're from the fair and local office [usr] you're from where [sys] the the fair and local office were done rod [usr] you are from [pii] [sys] what was that sorry [usr] i need to ask a technical question [sys] ok what was the postcode did you have a a job set up there [usr] no i haven't got a job [sys] ok [usr] i wanna ask a technical question [sys] control now [usr] it's [sys] i can [usr] do do i've been an architect all my life i'm i'm 78 and i can never get an answer from anybody when i ask a technical question because of the systems it's not your fault it's the way things are organized nowadays trying to [sys] ok [usr] recommend you to somebody a neighbor [sys] ok [usr] the postcode area is [pii] and it's the same number as mine one xf now i have a situation now i understand the systems [sys] pick [usr] inside [sys] up [usr] out and backwards my house which is fairways [sys] yes [usr] but i have a house next door which called la fays and the trouble with it is it is at the end of the line which means you suddenly and then i think it was too you work for southern water don't you as well [sys] we we we we can [usr] thatcher's [sys] do we do [usr] agent [sys] jobs for [usr] you [sys] them [usr] do work for them [sys] they they're not our main i guess owners [usr] no [sys] but we [usr] no [sys] do do [usr] i know [sys] work [usr] they're [sys] for [usr] not [sys] them [usr] your owners but you work for them don't you you have a contract with them [sys] contract [usr] i'll get to the point in a minute it's very unusual system and i have six inch or even pro six inch drains victorian ones which were put in in the 18 nineties you got copped well not you southern water got copped with the every drain that goes to the last house in the line in about 2013 would it be is that correct [sys] round about [usr] yes about that time now the end of the line that comes through my property is from this place called la f a's and they wanna do some building work on it and they also wanna put some heavier weight over the over what will be their drains now they their surface water as their all their other water has all been it all comes through my system well not my system it's now your it's now southern water system mine has all been camera miners inside out and backwards i know every inch of the flipping drain there's no problem but when it enters their property there used to be an old road there and there are interceptor pits and goodness knows what else and many years ago when dina rod was owned by a guy [pii] on the island he owned the agent for diner rod he had to fiberglass lined it now [sys] ok [usr] if they cover it make it even harder to get to these drains on their side we don't know where the drain goes where it goes up from intercept pit and details that i've got on my property and it goes up the hill through landscape area [sys] yep [usr] into their property we know how where it goes up but we don't know where it flipping goes in their property if they cover it up they will have a nightmare of a job there's a wall there which was built in 1890 which helps a garage which they've now taken down and they wanna put a another summer house on it and they wanna do steps and various other things now do you have a now this is the technical bit this is the bit that i'm asking you about now do you have any means of tracking a drain where you can put something up it and identify where it is [sys] a track we do a a trace and locate service which is similar to a cctv where they can't work because i think it's the official name is trace and which i believe does a similar thing to to what you're asking that [usr] he goes you see if you all architects who live with drains we get fed up with them we get a pain in the neck sorry to say that but when you try and track it you can put a rod up it you can put a camera up it but you don't know where it is do you understand what i mean you've got a system where if you put a camera up it or something up it you can find out where it enters their property can you [sys] i believe that's what the trace and trace and son does if need be i can quickly ask any i believe there's a manager here at some point just [usr] well [sys] just [usr] you [sys] to confirm [usr] do you call it [sys] that [usr] trone [sys] what was that sorry [usr] what do you call it [sys] well is it it's either a trace and locate or a trace and [usr] trason son do you call it and what does it cost these people [sys] that depending on the property size would have to be quoted for by an engineer [usr] you would initially come and look would you have you any idea roughly only i'm [sys] f [usr] gonna pass this information to them and i'm gonna tell them they better do it because if they don't do it they'll be in dead lumber a lot of people are a load of do not understand i'll put it that to you and they could have a calamity i have some old i have got old videos of it but it doesn't tell me where it enters their property and if they're gonna load it with gabs and things that it's that is the problem they've got other problems as well the wall is falling down and very not my wall the wall to the neighbor below is falling down and i happen to know that there was an old road down there which has been built on plus the fact before 1890 there was an interceptor p for ho for the houses there was a pi arrangement and then it was run down obviously in great detail into old park [pii] we and we know my side of it is clear and everything else in in fact you don't have a problem my side and the bit you would the well the southern water deals with they went up over something to do with rats and they were checking things over this area and and they said to me blimey it's brilliant this and then they went [sys] kind [usr] up [sys] of [usr] into this bit and they said where does it go from [sys] this [usr] there [sys] list [usr] i said it goes into a lot of funny arrangements what do you do do you have a rough idea of what it costs [sys] i [usr] to [sys] would [usr] do [sys] probably is is is a rough idea depending on i would probably say [usr] this is a four bedroom house [sys] a four bedroom i would probably say around 3 300 3 [usr] 300 [sys] 400 [usr] 0 no [sys] maybe [usr] no no no fine you've been most helpful my dear man that is excellent i can now pass this on to them and say you do do this but in initially before to price it you would need to send one of your engineers [sys] usually [usr] no that's fine that's excellent thank you very much i'm sorry it was such a convoluted [sys] that's [usr] telephone [sys] all right [usr] call it's a bit difficult when you're trying to recommend somebody you have done work in the area for southern water and i i see that you have very very capable people [sys] perfect [usr] in fact had to come out recently you did a check for southern water because the piping at the actual main store in [pii] is all for that fiberglass lined in one area it's only just below the surface and you came out and monitor it because it's under private land there's grass verge all the way down about 2.5 m of it owned by each individual property but in one area it's very close and poor old southern water nearly and it acts by have you heard of a firm called white fiber [sys] not personally no [usr] no they're over on the island they're doing [sys] all right [usr] when they one they they got government money to this is internet supply and they have a habit of going through southern waters drains and southern electrics pipes and you name what and they were about to smash up this sew and one of your guys came out and he did a check and he was very helpful [sys] perfect [usr] and that's really why i phoned you cos i'm now gonna pass your name now the number they come on to is this one isn't it this the fact you operated from there is not a new job what do they do phone for a new job do they [sys] usually i believe [usr] i've come through to the one which says if you want if it's an ongoing job or a technical or it's question you wanna ask and i came through on that one number two [sys] i see with the the isle of wight office at the moment i believe they closed for a few hours the phones have diverted us over to to here [usr] well it's come through to yourselves is it ok mate no no that's fine well they can go through to them and then they can sort it out accordingly but if they don't have it checked they'll be in trouble [sys] yes [usr] once you've put gabs on and something else above you could have a load of bother if you ever wanna get to your drains wouldn't you plus [sys] sure [usr] the fact it's they've got no other route it takes surface water it takes everything and it comes all the way round the house and places it goes right up just underneath the pas and things it's most peculiar well if they don't do something they'll be in trouble i'm trying to do it cos let's be honest i might sell this house i might not be living in here and the neighbor might stay get knotted you're not coming onto this proper fuck around you've gotta sort yourselves out [sys] for sure [usr] they had a structural engineer involved in it and he [sys] well [usr] and me have told them the same thing get your drains checked and find out where they [sys] yes [usr] are you call it trace and what was the other one you quoted me trason [sys] you should trace and locate it is a different word for it different [usr] trace [sys] term [usr] and locate ohh well that's fine as long as they know where the main bit comes and then under this wall it's obviously deep down it's obviously very very deep down because the fact it's a built up it's obviously had a wall sitting on the on the drain since 1890 it would have collapsed before now and i know it's all been fiberglass line because as i say i reckon mum [pii] who was the owner of he was the diner rod owner well he acted on behalf of [pii] he had the agency on the isle of wight and he did it must be 20 years ago [sys] right [usr] and i spoke to him about it the other day cos he lives locally and i know him and [sys] hm [usr] we know one another and he said ohh no no he said i'm sure they can trace him now but thanks very much mate what was your name [sys] my name is [pii] [usr] you're [pii] thank you very much [pii] you've been most helpful thank you [sys] i do appreciate that thank you very much [usr] it will be i if there's any record of this call it will be [pii] who will be contacting you which is [sys] five [usr] french for sea i think [sys] ok perfect [usr] or coast or something la fay [sys] for las [usr] for la i don't know what [sys] not [usr] he's [sys] too sure [usr] going for something mate no [sys] yes [usr] it's a property called [pii] you'll hear it on your records [pii] and it's [pii] and they got the postcode as me [pii] [sys] perfect [usr] their name is [pii] [sys] ok perfect got it [usr] thank you my name's [pii] that's [pii] [sys] [pii] perfect [usr] but i'm just a pain in the arse architect that's trying to welcome [sys] that's perfectly fine there we [usr] if [sys] go [usr] they some help [sys] let's hope but there we go i had [usr] mate thanks [sys] that all noted [usr] [pii] [sys] down there that's all right thank you very much [usr] thank you much indeed thanks mate [sys] cheers bye bye | 6Qualified Lead
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[sys] hello how can i help [usr] i wonder if you could help me please i've had quite a problem today i was expecting the gas engineer to come and i gave my mobile phone number and at about midday he left a call on my answer phone which my answer phone won't accept a fresh call now [sys] and what's your postcode sorry [usr] [pii] [sys] this is a plumbing job you're through to dr you'll have to contact plumbing for that one [usr] this is the number i was given [sys] and this is done at plumbing [pii] sorry you had to contact donna plumbing [usr] have you got a number for dino [sys] no [usr] plumbing [sys] unfortunately not we're not connected [usr] ok thank [sys] no [usr] you [sys] worries bye | 6Qualified Lead
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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 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 my name is how can i help [usr] hiya we called you out i think about a week two weeks ago to look at our drones having an issue with [sys] ok [usr] the kitchen sink not drained properly [sys] yes [usr] the guy had a look at it i i can't really say anything no real issues and as he was leaving my company had tested the things that it still wasn't training properly and then he said it's probably [sys] the [usr] addictive [sys] two ok [usr] sorry [sys] does it still does it still have the same issue as when the engineer came out [usr] well he then said he thinks it's a bigger issue and it's the sewage for the whole block of flats and he was you you need to call first port who's our building manager and he was you need to get to call me out [sys] ok [usr] the next day that well he said to call someone out the next day he turned up again [sys] yes [usr] and he was they've called me to come and have a look at it i was ok great and then he said that he was struggling to find a a tap outside he needed to plug something into a tap and after that i don't know what happened i don't know if he's left but i just wanted to get an update on whether or not anything's been looked at because we're still having issues with drainage in our kitchen and he's saying it's linked to that it [sys] what [usr] should be helpful [sys] is [usr] to have an understanding [sys] what is the postcode to the property [usr] [pii] [sys] did you say [pii] or [pii] [usr] [pii] [sys] ok and what is the first line of your address [usr] [pii] [pii] [sys] ok bear with me and can you tell me what day he came out i mean [usr] as [sys] when we [usr] i said [sys] first [usr] it [sys] had him out [usr] it it is is that a week ago two weeks ago it was really [sys] ok [usr] i mean that's not the first time he's come he he came when we first moved into the flat in april but it was it was it's within the last couple of weeks and he came out [sys] bear with me a quick second no i'm just read trying to read for some of the notes [usr] sure thanks [sys] goes on friday the 22nd and you sent that ok let's see i told the right according to the notes i'm seeing here someone did come out a at a latter date i'm assuming it's the housing association that called them out but they were also informed i think when they turned up there that no work is and no work is long no work is required anymore and that if we needed that we will call back out that's the last note i can see [usr] well hang on sorry i i little bit of confusion there cos as i said he came to us i'm not i'm not sure what notes you're reading because he came to us and he said that your drains are fine and as i said my fiance then tested it and as he was in the car she was there's still an issue here and after that he was ok i don't think there's an issue of your drain he was i think it is the whole sewage system underneath the estate needs to be fixed which is why he then need to call back for but but i'm saying that that that whatever whatever happened there is not fixed because he's done the same issue i don't think [sys] ok [usr] he did anything cos he didn't connect to he couldn't connect to a water tap [sys] ok i mean in in terms of your your your flat on its own for the job that he did for you if you bear with me if you obviously have a guarantee i can be free to the local office and they can rebook that in now bear in mind that the job that was done for you is separate to the job any other job that the housing called out [usr] is that no no no i i'm asking for an update on on on whether anything is going to be done about the whole estate because the problem is it seems that my flat is only one that seems to get any issues from the estate well i mean it stinks it's smells of smell of sewage [sys] and [usr] but the drains in our kitchen aren't draining [sys] yes [usr] because of this border issue it does impact which is why i'm trying to get an understanding [sys] you [usr] of what's [sys] for [usr] happening [sys] the for that you do you do need to speak to to the first port because they will be in charge of that any any updates or anything else will will go straight directly to them as long as it's first port if if you ring them they will be able to give you because obviously they they use us as well they'll be the one that gives you any update [usr] they're they're they're they're they're they're they're idiots though and they're difficult to get hold of they don't pick up the phone no one knows what's going on i've had many issues with we moved in in april where we've had many issues with them it's [sys] i [usr] a joke [sys] can't comment about that but i understand your frustration well i i would just suggest try try email them or give them a ring and see if they can give you any rate because obviously they're the housing association in this state to see if they have anything lined up to get it all cleared that would would be the best bet [usr] ok [sys] ok [usr] all right [sys] but thanks for [usr] bye [sys] your patience and i do [usr] bye [sys] apologize for any inconvenience ok no [usr] alright [sys] issues [usr] thank [sys] take [usr] you [sys] care bye now | 6Qualified Lead
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[sys] thank you for calling plumbing please note all our calls are recorded for monitoring and training purposes press one for an update on parts press two for an update on your appointment press three to discuss an ongoing this call is being recorded if you do not wish to be recorded please disconnect at this time thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting [usr] right [sys] other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at dino east london dot com thank you for calling the no plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at diana east london dot com thank you for calling dino hello good morning [usr] hello hi good right could you tell me that whether the gentleman who visited this morning will come back with the correct size [sys] can [usr] cylinder [sys] i get your postcode please [usr] [pii] [sys] and your door number is that [pii] [usr] it is [sys] is it ok if i check for you if i place you on hold alright thank you bye [usr] get back to me dot [sys] had to for the wait hi i was just talking to my i just spoke to my colleague who's looking into this for you she's unavailable at the moment but she said she has ordered the cylinder and the part should be delivered by next monday however that is the estimated [usr] ok what's happening no no absolutely needs to be done today absolutely today there are other places i need to speak to her right now i am going to the press you cannot leave a home with a 92 [sys] no [usr] year old woman who is very unwell with water dripping [sys] i do [usr] through [sys] apologize [usr] the ceiling [sys] for that madam [usr] this is not gonna happen you need to be done today i was promised last friday [sys] alright [usr] that was too late i was promised today i was the the gentleman said you had he [sys] my colleague [usr] phoned [sys] who's [usr] your [sys] looking [usr] office [sys] into this [usr] say [sys] at the moment [usr] that there was [sys] is unavailable [usr] a cylinder [sys] i can forward [usr] there [sys] you [usr] i [sys] her [usr] need [sys] email [usr] it [sys] address [usr] today [sys] i can forward you her email address [usr] absolutely today this has to be fixed today no no no you need to shop around and get one today no ordering one by one week it needs to be done today no they need to speak to me right now [sys] i i do [usr] i'm [sys] understand [usr] not [sys] that [usr] in [sys] madam [usr] well [sys] would you [usr] you [sys] me [usr] can [sys] to [usr] you [sys] give [usr] can [sys] you [usr] you [sys] her [usr] can [sys] email address [usr] forward [sys] or [usr] her [sys] would [usr] email [sys] you to [usr] anyway it needs i need to speak to her now because [sys] can [usr] i'm not being messed around any longer wrong person to mess [sys] can [usr] around [sys] you forward me your [usr] really [sys] can you forward me [usr] you [sys] your [usr] are [sys] email [usr] you [sys] address [usr] are you [sys] please [usr] are speaking to the wrong person to mess around this has to be done today you can send it to me and i'd to speak to her as well i want her email address and i wanna speak to her right now [sys] ok that's fine i'll forward that to [usr] you've got [sys] that'll [usr] it [sys] be [pii] [usr] you guys have got it i will give it to you anyway it's [pii] [sys] that's fine i'll inform [usr] [pii] [sys] i'll inform her but she's currently unavailable [usr] that's [pii] [sys] bye [usr] you should get me on that email address [pii] [pii] a [pii] [sys] ok is it ok if i place you on hold [usr] and i want to speak to her right now [sys] ok i understand [usr] i need to speak [sys] thanks [usr] to her right now [sys] thank [usr] i'll hold [sys] you [usr] i wanna speak to her right this minute this is not gonna happen you don't leave a 92 year old person with water dripping from their ceiling you can put me on hold but i'm not being kept too long let me tell you wrong person to mess around [sys] hi there sorry for the wait what i have attempted to get her on the line however she is still unavailable she has notified me that she will email you shortly [usr] that's ok as long as she comes [sys] i understand [usr] to the phone within [sys] that madam [usr] five minutes it'll be fine [sys] yep i understand however [usr] no she needs to speak to me today i wanna speak to her right now i don't want just some some stupid email trying to palm me off i just had enough you should be sending out people to locate a water tank today it needs to be done today there was one [sys] the initial [usr] supposedly [sys] engineer thought there [usr] at [sys] was [usr] your office [sys] a the initial engineer thought there was a line in the [usr] had [sys] office [usr] one [sys] however there isn't [usr] week when the plumber who came last week phoned up [sys] thank [usr] there [sys] you [usr] are other hot water tank [sys] the engineer thought that they were [usr] suppliers [sys] a part in the last year [usr] you need to [sys] i understand [usr] driving [sys] that [usr] around [sys] for them [usr] [pii] to find a water tank it's not the most difficult thing on earth this will make a really [sys] i understand that my [usr] sorry [sys] colleague is looking to resolve this as soon as possible for you [usr] that's not my problem that's not my problem my problem my problem is that you will need to get this done today i'm not sitting around here anymore waiting for my ceiling to collapse caring for a 92 year old person and not sleeping for another week absolutely [sys] one second [usr] not [sys] i do apologize about that [usr] i will sue you guys and you will regret it you will absolutely regret it you will really really regret it i will take this wherever it needs to be taken and i will make sure that you guys are out of business full stop i have just had enough this is really no please [sys] and then [usr] don't i pretend [sys] my colleague [usr] to apologize [sys] has informed me that she [usr] i know [sys] will [usr] is being [sys] email [usr] recorded [sys] you shortly that's the best thing i can [usr] it's [sys] offer [usr] just [sys] you at the moment right now [usr] this needs to be done today you cannot leave [sys] she's [usr] a [sys] currently [usr] 92 [sys] unavailable [usr] year old woman with dementia with water coming through her ceiling [sys] she's currently she's currently [usr] for [sys] in a meeting [usr] another [sys] right now [usr] week [sys] she's currently in a meeting right [usr] it [sys] now [usr] is unsafe no no no i wanna speak to her now [sys] i do understand that madam however i have [usr] she needs [sys] tried [usr] to [sys] to [usr] speak [sys] get her [usr] to me [sys] on the line [usr] well what is she doing why is she unavailable she's what she needs to speak to me now well she needs to leave the meeting and speak to me this isn't good enough this is an emergency [sys] she will send you [usr] i [sys] an email [usr] want [sys] confirming [usr] to know [sys] all of this [usr] i [sys] shortly [usr] want to know will you just interrupt the meeting i wanna find out why you you're not sending out [sys] i understand that [usr] you're [sys] i understand [usr] you're not [sys] that [usr] sourcing this from another supplier [sys] i understand that i mean but that's [usr] and [sys] not available [usr] it needs [sys] at [usr] to [sys] the [usr] be [sys] moment [usr] done today there has to be a supplier in [pii] that has a hot water tank that will fit no no no i don't want an email of any confirmation i want to speak to her and i want to find out that it's gonna be done today all i don't want some email that's just gonna pull me off no i wish to speak to her now this is urgent [sys] i have tried to [usr] if [sys] get [usr] she has [sys] to [usr] any [sys] get [usr] form [sys] a [usr] of human [sys] get [usr] decency [sys] in contact [usr] she can [sys] with [usr] leave [sys] her [usr] her meeting [sys] she's not available [usr] and speak to [sys] i'm [usr] me [sys] not [usr] for five minutes if [sys] i'm [usr] she's [sys] unable [usr] got the [sys] to [usr] guts [sys] offer you anything at the moment i understand what i mean [usr] well that's not good enough sorry it's not good enough i wanna be told that that cylinder is coming today i don't want some email [sys] that's [usr] from [sys] the earliest [usr] somebody [sys] date that we can offer [usr] you're just trying to me off [sys] that is [usr] with [sys] the earliest [usr] nonsense [sys] date that [usr] that [sys] we can offer [usr] true i've been lied to too many times by down the road and i'm not taking it anymore [sys] for the part to be delivered to [usr] it is not difficult to source a cylinder a hot water cylinder that's your job telling me that it's going to be another week that is pardon [sys] i cannot guarantee that madam [usr] why why is it the earliest date it needs to be done today [sys] my colleague will look to resolve this as [usr] why [sys] soon as possible [usr] why [sys] she will look [usr] how [sys] to see if [usr] come [sys] there's [usr] it takes [sys] the [usr] a week [sys] order sooner [usr] this is an urgent situation [sys] she will look to see if the product can [usr] is [sys] be delivered [usr] i'm [sys] to [usr] sorry [sys] you however [usr] that is absolutely [sys] i can guarantee that [usr] ridiculous [sys] this will happen to me [usr] it needs to be done today why [sys] sorry [usr] why [sys] can [usr] can [sys] you repeat [usr] you [sys] that [usr] not [sys] please [usr] source a hot water tank and put it in today no no no no it's not as soon as possible it needs to be done today this cannot carry on i i will [sys] i will [usr] it [sys] note [usr] done [sys] that [usr] privately [sys] down for you madam [usr] in that case and you guys will pay for it [sys] i'll note that down for you madam [usr] this has to be done today this absolutely has to be done today [sys] that would be [pii] [usr] if it isn't done today then i'm sorry [sys] that will be [pii] [usr] there will be ramifications for [pii] [sys] [pii] honey that's [pii] honey [usr] pardon [sys] would you me to send you the email address that's v [usr] could [sys] ic [usr] you get the per what is the name of the person who's supposed to be emailing me [sys] por [usr] who refuses to speak to me pardon [sys] ie [usr] [pii] what ok [sys] dot [usr] sorry [sys] that's him [usr] [pii] [sys] no no [usr] could you spell that [sys] that's [pii] honey [usr] you [sys] it's [usr] can [sys] [pii] [usr] sell that as well [sys] honey [usr] but [sys] honey [usr] yep [sys] no it's at [pii] that's at [pii] [usr] is that her in the background is that her in the background [pii] what [sys] she's a complaints handler [usr] that made up name or something [sys] in order to speak to your management that investigation needs to occur first [usr] i know what i'm [sys] [pii] [usr] i'm well [sys] we'll look [usr] aware [sys] into this [usr] of that [sys] for you [usr] i'm still gonna hold i want to speak to [pii] who is she by the way in [pii] what's her role complaints handler [sys] that will [usr] no i want [sys] be [usr] to speak [sys] one [usr] to the [sys] of [usr] managing manager of that office please i don't want to speak to a just a complaints handler i want to speak to the manager of the office [sys] that's [pii] [usr] no no no i would speak to her i'm sorry i want to speak to who [sys] do you [usr] is [sys] want me [usr] the [sys] to [usr] manager [sys] email you [usr] of the office [sys] do you want me to email you the [usr] who's the manager of dino east london simple question [sys] that's [pii] [usr] [pii] [sys] ok [usr] [pii] [sys] no madam [usr] your surname i mean i can find it out but you might as well tell it to pardon [sys] no it's [usr] [pii] what [sys] [pii] [usr] you can email hi you can email me how do you spell it what's his surname [sys] [pii] [usr] again sh am are you having a laugh or something sh [sys] he won't [usr] am [sys] be available at the moment [usr] about a sham [sys] the best i can offer you is [usr] is that short for shambolic or what [sys] i'm [usr] sh [sys] not sure at the moment [usr] am [sys] the best i can offer you is my colleague will contact you through your email [usr] right ok it's not short for shambolic ok [pii] [sys] i'm unable to do that at the moment madam [usr] ok [sys] cos [usr] i'd [sys] he won't he [usr] to speak [sys] won't be [usr] to him [sys] available [usr] please [sys] at the moment [usr] why what's [sys] not [usr] he doing [sys] in this office no [usr] what's he doing [sys] we don't have a direct line for each colleague we just [usr] no [sys] transfer [usr] no no no i want to speak to [pii] right now why why [sys] that will be [pii] [usr] why why won't he be available is he in the office [sys] we don't have a number it will be the office number [usr] which office is [sys] that's [usr] he [sys] [pii] [usr] in and what's give me the number then [sys] [pii] that's [usr] well [sys] the office that's [usr] you just [sys] the office number that [usr] give [sys] you're [usr] me [sys] calling [usr] the [sys] at [usr] number [sys] the moment [usr] of what of the office he's at [sys] that's the office number you're calling at the moment in order for you to get get transferred to the person [usr] could i have your [sys] you have to call [usr] please [sys] in and then the person will transfer you however if they're not available that call can can't be transferred i'm unable [usr] hang [sys] to do that [usr] on [sys] mama [usr] a second [sys] i'm unavailable [usr] hang on [pii] [sys] because unavailable madam [usr] yep [sys] the best i can offer you [usr] sorry [sys] right now is my colleague will email you and try to get this resolved as soon as possible for you i'm unable to transfer you to [usr] will transfer me go and transfer me [sys] yes as i stated [usr] why [sys] as i stated as i stated [usr] why [sys] i'm unable to do that at the moment however i have guaranteed you that my colleague will email you trying to look trying to resolve this for you i understand that madam and my colleague is looking into this for [usr] no no [sys] you [usr] it needs to be done today it needs to be done today and i want to speak to [pii] [sys] i understand [usr] i don't [sys] that madam [usr] want just somebody [sys] we are we [usr] me [sys] are [usr] off [sys] looking [usr] on some [sys] to [usr] complaints procedure just another one of your complaint [sys] it will be [usr] i don't [sys] the office [usr] want [sys] number [usr] an email [sys] which would [usr] i want [sys] have to be [usr] a [sys] transferred to [usr] tank [sys] him it it won't be a different number [usr] and it has to be done today it has to [sys] [pii] [usr] be done today [sys] double 030 [usr] [pii] [pii] [pii] is the director right and he's based at eat in [pii] [sys] that was [usr] you can't give [sys] no [usr] me the [sys] [pii] [usr] for [pii] [sys] double [pii] [usr] it would be the same [pii] [sys] i [usr] what what's the rest of it [sys] [pii] [usr] what is the office number [pii] [sys] [pii] [usr] sorry [pii] [sys] [pii] double [pii] [usr] could you repeat that slowly please sorry what's the number again [pii] [sys] that's correct [usr] is it hang on [pii] [sys] no not at the moment [usr] yep [sys] she i'm not sure she when she will be available [usr] [pii] [sys] but she has guaranteed me that she will email you shortly [usr] i missed a lot [sys] he's not in our office [usr] [pii] [sys] now [usr] it's [pii] double [pii] [sys] that's the best i can offer you madam i do apologize for that [usr] right and is this other [pii] honey person available yet [sys] she is looking into that she is [usr] really [sys] she is looking [usr] and and [pii] [sys] into this for you [usr] [pii] [sys] and [usr] isn't [sys] i will [usr] in the office at all [sys] the the part has been ordered the part has been ordered and has been [usr] no no no why isn't somebody going [sys] if [usr] to [sys] you email [usr] source [sys] [pii] [usr] a water tank [sys] she [usr] for me today [sys] she will get back to you as soon as possible [usr] why isn't the engineer going and picking up a water tank for me today [sys] i understand that madam she will email you [usr] she's not a plumber [sys] she will email [usr] she's [sys] you [usr] not a plumber needs some needs somebody to be sorting the water tank for me right now this has to be done today no no i don't want it just ordered it needs to be done today no no she's gonna email me i'm not wasting my time emailing you guys the situation she's emailing me and then she should phone me you've [sys] i can't [usr] listen i'm i'm not hanging around speaking any longer you guys she is [sys] ok [usr] gonna [sys] bye [usr] phone me if she has any sense of human decency and if you want if you want to run a decent business she should be phoning me and somehow getting in touch with this [pii] person and you should be phoning me and i expect phone calls from both of them ok i don't want just some email ping me off get her to phone me as soon as she's free ok bye bye | 6Qualified Lead
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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 good afternoon you're through to [pii] at dino how can i help [usr] hi i hired one of your engineers to fix the drainage problem on the 27th of december [sys] ok [usr] he came on he he came to site was but had to leave the job saying it was it failed [sys] let [usr] i'm [sys] me have [usr] wondering [sys] a look [usr] if it's poss [sys] let's have a look what's your postcode of the property [usr] bs 23 1 xl [sys] that was [pii] and then sorry i lost the last two numbers [usr] one xl [sys] [pii] ok and the first line of the address [usr] [pii] [sys] and your full name [usr] [pii] [sys] let's have a look right ok let me put you directly through to our office explain what's going on i'll be one moment let's call it [usr] ok | 6Qualified Lead
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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.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 you're through to di my name is [pii] how can i help [usr] hello my name is mrs [pii] my address is [pii] and my outside grid is blocked with leaves and guns and it's overflowing into the driveway can you help hello [sys] bear with me bear with me a quick second [usr] ok thank you [sys] won't be a moment [usr] ok thank you [sys] ok can you give me that postcode again please [usr] yes it's [pii] [sys] yes [usr] [pii] [sys] ok and do you have any cover with british gas for your plumbing and drugs home [usr] i [sys] care [usr] do [sys] cover [usr] yes i have home care because i didn't think to ring them [sys] right just hold the line and i'll put you through to home care ok [usr] ok thank you [sys] no problem hi you've reached ra british g how may i help [usr] hello i i've got home care the the highest you can buy and i've got an overflowing grid in the back it's it's it's got leaves it's got got gunned up with leaves and things and it's overflowing now quite badly down the drive every time i turn the tap on and i want my name and postcode [sys] yes please thank you [usr] all right my name is [pii] and my postcode is [pii] and it is quite [sys] and your [usr] low [sys] husband name [usr] it's number [pii] [sys] thank you and your name you said was miss [pii] is that correct [usr] it is and it's really urgent because every time i turn the tap on it it's not going down the grill outside it's pouring all over the driveway and i live on [sys] ok [usr] my own i live on my own and i'm a bit disabled [sys] ok i'm sorry to hear that your drain is overflowing outside it's on your driveway you said is that correct [usr] mr [pii] [sys] ok and do if that is connected to your the water that's overflowing is that toilet waste or is it just [usr] no [sys] other waste [usr] no [sys] water [usr] no it's just the sink and and the bathroom sink and the shower i [sys] ok [usr] as well no it's not toilet it's just i used to do it myself just get rid of the leaves and the guns that collect but i can't anymore it's really urgent it's pouring all over the drive every time i put the tap on and i might check are you still there hello hello hello hello hello hello | 6Qualified Lead
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[sys] thank you for calling dino rod partners with shish gas please listen to the options carefully we can get you to the right team if you need any help [usr] ok [sys] with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help you today [usr] hi i'm after an email address please for for customer service [sys] for customer service what's it regarding [usr] regarding the complaint we had an issue going back two months ago now when an engineer came out and er it it flooded the flooded the bathroom they asked us to send over the invoices for some of the work the repairs have to be done and they would cover it but nothing's been we'll send a few emails a a few complaint forms online and nothing's nothing's been action [sys] ok no worries if you bear with me two moments i'm gonna put you on hold while i get that for you [usr] no i love you thanks [sys] [pii] is the uk s expert repair service offering fast professional solutions are you ok we don't currently have an email for complaints what i can do as an alternative though i can pass you over to your local office and they can pick it up with yourself if you [usr] we need something right now because we're now taking it to small claims and they want to put something in writing in it was documented cos the the online contact forms aren't [sys] exactly when i pass you over to the local office they may be able to get that sorted for you there it's just [usr] all [sys] we [usr] right [sys] don't [usr] ok [sys] have an email [usr] ok [sys] currently for that we don't they [usr] right ok all right [sys] no worries can i just take your postcode and i can pass you straight over [usr] yes it's [pii] [sys] ok and was the engineer that came on a plumber or a drainage engineer [usr] the drainage it was a third party company [sys] ok thank you i'll pass you over now [usr] no [sys] good afternoon [usr] hi i'm after an email address for for customer service or complaints [sys] no worries [usr] ok [sys] it's info [pii] [usr] [pii] [sys] [pii] [pii] [usr] right and what what company is that for [sys] it's for er an environmental dyne rod [usr] all right ok ok they [sys] ok [usr] are brilliant [sys] lovely thank you [usr] lovely thank you much [sys] just | 6Qualified Lead
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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 service 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 good afternoon you're through to [pii] at dino how can i help [usr] hi what it is is i'm calling from a care home in [pii] our sewage drains on the side of our building are blocked i was just wondering if you could quote us on how much something that would cost [sys] what i'd have to do is give you the number for the furnish department for that area what's the postcode of your property [usr] ws [pii] [pii] [sys] [pii] have you got a postcode a pen and paper to note this in [usr] what sorry [sys] have you got a pen number to note a number down [usr] two seconds [sys] me [usr] be could you just write this number down i i've i've read it [sys] ok the number is [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok i'll give that a call now [sys] all right then take care [usr] thank you [sys] bye [usr] cheers [sys] bye [usr] bye | 6Qualified Lead
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[sys] thank you for calling plumbing please note all our calls are recorded for monitoring and training purposes press one for an update on parts press two for an update on your appointment press three to discuss an ongoing this call is being recorded if you do not wish to be recorded please disconnect at this time thank you for calling dino plumbing your call is very important to us all of our agents are currently busy assisting [usr] right [sys] other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at dino east london dot com thank you for calling the no plumbing your call is very important to us all of our agents are currently busy assisting other customers please continue to hold and the next available agent will take your call alternatively you can email your query to office at diana east london dot com thank you for calling dino hello good morning [usr] hello hi good right could you tell me that whether the gentleman who visited this morning will come back with the correct size [sys] can [usr] cylinder [sys] i get your postcode please [usr] [pii] [sys] and your door number is that [pii] [usr] it is [sys] is it ok if i check for you if i place you on hold alright thank you bye [usr] get back to me dot [sys] had to for the wait hi i was just talking to my i just spoke to my colleague who's looking into this for you she's unavailable at the moment but she said she has ordered the cylinder and the part should be delivered by next monday however that is the estimated [usr] ok what's happening no no absolutely needs to be done today absolutely today there are other places i need to speak to her right now i am going to the press you cannot leave a home with a 92 [sys] no [usr] year old woman who is very unwell with water dripping [sys] i do [usr] through [sys] apologize [usr] the ceiling [sys] for that madam [usr] this is not gonna happen you need to be done today i was promised last friday [sys] alright [usr] that was too late i was promised today i was the the gentleman said you had he [sys] my colleague [usr] phoned [sys] who's [usr] your [sys] looking [usr] office [sys] into this [usr] say [sys] at the moment [usr] that there was [sys] is unavailable [usr] a cylinder [sys] i can forward [usr] there [sys] you [usr] i [sys] her [usr] need [sys] email [usr] it [sys] address [usr] today [sys] i can forward you her email address [usr] absolutely today this has to be fixed today no no no you need to shop around and get one today no ordering one by one week it needs to be done today no they need to speak to me right now [sys] i i do [usr] i'm [sys] understand [usr] not [sys] that [usr] in [sys] madam [usr] well [sys] would you [usr] you [sys] me [usr] can [sys] to [usr] you [sys] give [usr] can [sys] you [usr] you [sys] her [usr] can [sys] email address [usr] forward [sys] or [usr] her [sys] would [usr] email [sys] you to [usr] anyway it needs i need to speak to her now because [sys] can [usr] i'm not being messed around any longer wrong person to mess [sys] can [usr] around [sys] you forward me your [usr] really [sys] can you forward me [usr] you [sys] your [usr] are [sys] email [usr] you [sys] address [usr] are you [sys] please [usr] are speaking to the wrong person to mess around this has to be done today you can send it to me and i'd to speak to her as well i want her email address and i wanna speak to her right now [sys] ok that's fine i'll forward that to [usr] you've got [sys] that'll [usr] it [sys] be [pii] [usr] you guys have got it i will give it to you anyway it's [pii] [sys] that's fine i'll inform [usr] [pii] [sys] i'll inform her but she's currently unavailable [usr] that's [pii] [sys] bye [usr] you should get me on that email address [pii] [pii] a [pii] [sys] ok is it ok if i place you on hold [usr] and i want to speak to her right now [sys] ok i understand [usr] i need to speak [sys] thanks [usr] to her right now [sys] thank [usr] i'll hold [sys] you [usr] i wanna speak to her right this minute this is not gonna happen you don't leave a 92 year old person with water dripping from their ceiling you can put me on hold but i'm not being kept too long let me tell you wrong person to mess around [sys] hi there sorry for the wait what i have attempted to get her on the line however she is still unavailable she has notified me that she will email you shortly [usr] that's ok as long as she comes [sys] i understand [usr] to the phone within [sys] that madam [usr] five minutes it'll be fine [sys] yep i understand however [usr] no she needs to speak to me today i wanna speak to her right now i don't want just some some stupid email trying to palm me off i just had enough you should be sending out people to locate a water tank today it needs to be done today there was one [sys] the initial [usr] supposedly [sys] engineer thought there [usr] at [sys] was [usr] your office [sys] a the initial engineer thought there was a line in the [usr] had [sys] office [usr] one [sys] however there isn't [usr] week when the plumber who came last week phoned up [sys] thank [usr] there [sys] you [usr] are other hot water tank [sys] the engineer thought that they were [usr] suppliers [sys] a part in the last year [usr] you need to [sys] i understand [usr] driving [sys] that [usr] around [sys] for them [usr] [pii] to find a water tank it's not the most difficult thing on earth this will make a really [sys] i understand that my [usr] sorry [sys] colleague is looking to resolve this as soon as possible for you [usr] that's not my problem that's not my problem my problem my problem is that you will need to get this done today i'm not sitting around here anymore waiting for my ceiling to collapse caring for a 92 year old person and not sleeping for another week absolutely [sys] one second [usr] not [sys] i do apologize about that [usr] i will sue you guys and you will regret it you will absolutely regret it you will really really regret it i will take this wherever it needs to be taken and i will make sure that you guys are out of business full stop i have just had enough this is really no please [sys] and then [usr] don't i pretend [sys] my colleague [usr] to apologize [sys] has informed me that she [usr] i know [sys] will [usr] is being [sys] email [usr] recorded [sys] you shortly that's the best thing i can [usr] it's [sys] offer [usr] just [sys] you at the moment right now [usr] this needs to be done today you cannot leave [sys] she's [usr] a [sys] currently [usr] 92 [sys] unavailable [usr] year old woman with dementia with water coming through her ceiling [sys] she's currently she's currently [usr] for [sys] in a meeting [usr] another [sys] right now [usr] week [sys] she's currently in a meeting right [usr] it [sys] now [usr] is unsafe no no no i wanna speak to her now [sys] i do understand that madam however i have [usr] she needs [sys] tried [usr] to [sys] to [usr] speak [sys] get her [usr] to me [sys] on the line [usr] well what is she doing why is she unavailable she's what she needs to speak to me now well she needs to leave the meeting and speak to me this isn't good enough this is an emergency [sys] she will send you [usr] i [sys] an email [usr] want [sys] confirming [usr] to know [sys] all of this [usr] i [sys] shortly [usr] want to know will you just interrupt the meeting i wanna find out why you you're not sending out [sys] i understand that [usr] you're [sys] i understand [usr] you're not [sys] that [usr] sourcing this from another supplier [sys] i understand that i mean but that's [usr] and [sys] not available [usr] it needs [sys] at [usr] to [sys] the [usr] be [sys] moment [usr] done today there has to be a supplier in [pii] that has a hot water tank that will fit no no no i don't want an email of any confirmation i want to speak to her and i want to find out that it's gonna be done today all i don't want some email that's just gonna pull me off no i wish to speak to her now this is urgent [sys] i have tried to [usr] if [sys] get [usr] she has [sys] to [usr] any [sys] get [usr] form [sys] a [usr] of human [sys] get [usr] decency [sys] in contact [usr] she can [sys] with [usr] leave [sys] her [usr] her meeting [sys] she's not available [usr] and speak to [sys] i'm [usr] me [sys] not [usr] for five minutes if [sys] i'm [usr] she's [sys] unable [usr] got the [sys] to [usr] guts [sys] offer you anything at the moment i understand what i mean [usr] well that's not good enough sorry it's not good enough i wanna be told that that cylinder is coming today i don't want some email [sys] that's [usr] from [sys] the earliest [usr] somebody [sys] date that we can offer [usr] you're just trying to me off [sys] that is [usr] with [sys] the earliest [usr] nonsense [sys] date that [usr] that [sys] we can offer [usr] true i've been lied to too many times by down the road and i'm not taking it anymore [sys] for the part to be delivered to [usr] it is not difficult to source a cylinder a hot water cylinder that's your job telling me that it's going to be another week that is pardon [sys] i cannot guarantee that madam [usr] why why is it the earliest date it needs to be done today [sys] my colleague will look to resolve this as [usr] why [sys] soon as possible [usr] why [sys] she will look [usr] how [sys] to see if [usr] come [sys] there's [usr] it takes [sys] the [usr] a week [sys] order sooner [usr] this is an urgent situation [sys] she will look to see if the product can [usr] is [sys] be delivered [usr] i'm [sys] to [usr] sorry [sys] you however [usr] that is absolutely [sys] i can guarantee that [usr] ridiculous [sys] this will happen to me [usr] it needs to be done today why [sys] sorry [usr] why [sys] can [usr] can [sys] you repeat [usr] you [sys] that [usr] not [sys] please [usr] source a hot water tank and put it in today no no no no it's not as soon as possible it needs to be done today this cannot carry on i i will [sys] i will [usr] it [sys] note [usr] done [sys] that [usr] privately [sys] down for you madam [usr] in that case and you guys will pay for it [sys] i'll note that down for you madam [usr] this has to be done today this absolutely has to be done today [sys] that would be [pii] [usr] if it isn't done today then i'm sorry [sys] that will be [pii] [usr] there will be ramifications for [pii] [sys] [pii] honey that's [pii] honey [usr] pardon [sys] would you me to send you the email address that's v [usr] could [sys] ic [usr] you get the per what is the name of the person who's supposed to be emailing me [sys] por [usr] who refuses to speak to me pardon [sys] ie [usr] [pii] what ok [sys] dot [usr] sorry [sys] that's him [usr] [pii] [sys] no no [usr] could you spell that [sys] that's [pii] honey [usr] you [sys] it's [usr] can [sys] [pii] [usr] sell that as well [sys] honey [usr] but [sys] honey [usr] yep [sys] no it's at [pii] that's at [pii] [usr] is that her in the background is that her in the background [pii] what [sys] she's a complaints handler [usr] that made up name or something [sys] in order to speak to your management that investigation needs to occur first [usr] i know what i'm [sys] [pii] [usr] i'm well [sys] we'll look [usr] aware [sys] into this [usr] of that [sys] for you [usr] i'm still gonna hold i want to speak to [pii] who is she by the way in [pii] what's her role complaints handler [sys] that will [usr] no i want [sys] be [usr] to speak [sys] one [usr] to the [sys] of [usr] managing manager of that office please i don't want to speak to a just a complaints handler i want to speak to the manager of the office [sys] that's [pii] [usr] no no no i would speak to her i'm sorry i want to speak to who [sys] do you [usr] is [sys] want me [usr] the [sys] to [usr] manager [sys] email you [usr] of the office [sys] do you want me to email you the [usr] who's the manager of dino east london simple question [sys] that's [pii] [usr] [pii] [sys] ok [usr] [pii] [sys] no madam [usr] your surname i mean i can find it out but you might as well tell it to pardon [sys] no it's [usr] [pii] what [sys] [pii] [usr] you can email hi you can email me how do you spell it what's his surname [sys] [pii] [usr] again sh am are you having a laugh or something sh [sys] he won't [usr] am [sys] be available at the moment [usr] about a sham [sys] the best i can offer you is [usr] is that short for shambolic or what [sys] i'm [usr] sh [sys] not sure at the moment [usr] am [sys] the best i can offer you is my colleague will contact you through your email [usr] right ok it's not short for shambolic ok [pii] [sys] i'm unable to do that at the moment madam [usr] ok [sys] cos [usr] i'd [sys] he won't he [usr] to speak [sys] won't be [usr] to him [sys] available [usr] please [sys] at the moment [usr] why what's [sys] not [usr] he doing [sys] in this office no [usr] what's he doing [sys] we don't have a direct line for each colleague we just [usr] no [sys] transfer [usr] no no no i want to speak to [pii] right now why why [sys] that will be [pii] [usr] why why won't he be available is he in the office [sys] we don't have a number it will be the office number [usr] which office is [sys] that's [usr] he [sys] [pii] [usr] in and what's give me the number then [sys] [pii] that's [usr] well [sys] the office that's [usr] you just [sys] the office number that [usr] give [sys] you're [usr] me [sys] calling [usr] the [sys] at [usr] number [sys] the moment [usr] of what of the office he's at [sys] that's the office number you're calling at the moment in order for you to get get transferred to the person [usr] could i have your [sys] you have to call [usr] please [sys] in and then the person will transfer you however if they're not available that call can can't be transferred i'm unable [usr] hang [sys] to do that [usr] on [sys] mama [usr] a second [sys] i'm unavailable [usr] hang on [pii] [sys] because unavailable madam [usr] yep [sys] the best i can offer you [usr] sorry [sys] right now is my colleague will email you and try to get this resolved as soon as possible for you i'm unable to transfer you to [usr] will transfer me go and transfer me [sys] yes as i stated [usr] why [sys] as i stated as i stated [usr] why [sys] i'm unable to do that at the moment however i have guaranteed you that my colleague will email you trying to look trying to resolve this for you i understand that madam and my colleague is looking into this for [usr] no no [sys] you [usr] it needs to be done today it needs to be done today and i want to speak to [pii] [sys] i understand [usr] i don't [sys] that madam [usr] want just somebody [sys] we are we [usr] me [sys] are [usr] off [sys] looking [usr] on some [sys] to [usr] complaints procedure just another one of your complaint [sys] it will be [usr] i don't [sys] the office [usr] want [sys] number [usr] an email [sys] which would [usr] i want [sys] have to be [usr] a [sys] transferred to [usr] tank [sys] him it it won't be a different number [usr] and it has to be done today it has to [sys] [pii] [usr] be done today [sys] double 030 [usr] [pii] [pii] [pii] is the director right and he's based at eat in [pii] [sys] that was [usr] you can't give [sys] no [usr] me the [sys] [pii] [usr] for [pii] [sys] double [pii] [usr] it would be the same [pii] [sys] i [usr] what what's the rest of it [sys] [pii] [usr] what is the office number [pii] [sys] [pii] [usr] sorry [pii] [sys] [pii] double [pii] [usr] could you repeat that slowly please sorry what's the number again [pii] [sys] that's correct [usr] is it hang on [pii] [sys] no not at the moment [usr] yep [sys] she i'm not sure she when she will be available [usr] [pii] [sys] but she has guaranteed me that she will email you shortly [usr] i missed a lot [sys] he's not in our office [usr] [pii] [sys] now [usr] it's [pii] double [pii] [sys] that's the best i can offer you madam i do apologize for that [usr] right and is this other [pii] honey person available yet [sys] she is looking into that she is [usr] really [sys] she is looking [usr] and and [pii] [sys] into this for you [usr] [pii] [sys] and [usr] isn't [sys] i will [usr] in the office at all [sys] the the part has been ordered the part has been ordered and has been [usr] no no no why isn't somebody going [sys] if [usr] to [sys] you email [usr] source [sys] [pii] [usr] a water tank [sys] she [usr] for me today [sys] she will get back to you as soon as possible [usr] why isn't the engineer going and picking up a water tank for me today [sys] i understand that madam she will email you [usr] she's not a plumber [sys] she will email [usr] she's [sys] you [usr] not a plumber needs some needs somebody to be sorting the water tank for me right now this has to be done today no no i don't want it just ordered it needs to be done today no no she's gonna email me i'm not wasting my time emailing you guys the situation she's emailing me and then she should phone me you've [sys] i can't [usr] listen i'm i'm not hanging around speaking any longer you guys she is [sys] ok [usr] gonna [sys] bye [usr] phone me if she has any sense of human decency and if you want if you want to run a decent business she should be phoning me and somehow getting in touch with this [pii] person and you should be phoning me and i expect phone calls from both of them ok i don't want just some email ping me off get her to phone me as soon as she's free ok bye bye | 6Qualified Lead
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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 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 my name changed [usr] ok hi i was just trying to book a a dining board service online but if you just question just wanted to book it over the phone if i could please [sys] sure have you ever had diner there before [usr] yes i think it come out a couple of months ago i think it was it's an ongoing issue with the w i think it was on the third of october you come out [sys] what's your postcode [usr] [pii] [pii] [sys] and the first line of the address [usr] [pii] [sys] can i take the name that it was booked under [usr] it should be under [pii] but the tenant was [pii] sorry [sys] the main i've got it that's fine [usr] because of the of [sys] are we ok [usr] the [sys] to use [pii] is the contact name and number [usr] that's [sys] still [usr] that's fine and i think the the gentleman before he came out he rang me and i paid over the phone for it that's fine because [sys] ok [usr] i've been [sys] can i take your name and [usr] sure [sys] number sir [usr] it's [pii] [pii] on [pii] [pii] [sys] [pii] [usr] [pii] [sys] we've got an ongoing issue with the drain [usr] i think the last i can't remember the engineer's name he come out last time but he also did the a a site survey on from the the problem with the water it seems to be there's a problem with air pipe as it goes to the road but he was saying that angling anglo anglo water need to sort out a problem outside on the road if that makes sense it's an ongoing they're still waiting i'm still waiting for them to come back to me but it keeps blocking the drains up if that makes sense [sys] two mains that that's fine ok du du du du du no one who's a vulnerable person is there [usr] no i wanted to no just just a you there [sys] and there's you've not got british gas home air cover have you for blooming the drains [usr] no [sys] i can get someone to you tomorrow [usr] more i can do [sys] between [usr] i'll put it down [sys] six [usr] because i when i looked online for the 22nd but i just my wife's just texting the lady because obviously i'm not there because i don't live there but if you sorry i was just trying to see if she can message i don't know if she's at work but i'm just seeing if she can if she's available tomorrow [sys] right ok i mean [usr] the spirits [sys] do you want us [usr] on [sys] to go for wednesday then or [usr] it's it's my choice i'm sorry [sys] 20th [usr] sorry just [sys] tomorrow [usr] if i can just [sys] i'll [usr] my wife [sys] wait i'll [usr] just [sys] hold [usr] sorry i do miss about but didn't when i'm trying to communicate with something on iiii i if she's at work or not i'll just check in see [sys] it's [usr] if she's [sys] all good [usr] tomorrow [sys] it's all good i know what it's when you're trying to get older people [usr] i know i think she's calling we just let just reply back do you need to go in the house or can you just do the drainage from the outside [sys] i should be able to do it from outside [usr] should we do it from that side then that's fine then that tomorrow's fine thank you [sys] okie dokie we'll go for that then i'll get [usr] ok [sys] a text or confirmation sent to her with a copy of the reference number and the engineer will give her a call [usr] ok [sys] when he's on the way [usr] did you want did you want the lady's name cos that's my number did you want [sys] i see [usr] the lady's [sys] from [usr] name [sys] the last time i've got [usr] you [sys] it [usr] got it have you ok that's great thank you for that [sys] no problem at all all right you have a great [usr] ok [sys] rest of your day [usr] ok thanks much [sys] no [usr] thank [sys] worries [usr] you [sys] bye [usr] thanks bye bye | 6Qualified Lead
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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 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 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 well said i know values [pii] how can i help [usr] hi i spoke to one of your colleagues a little while ago named [pii] to book an emergency visit for today [sys] ok [usr] i've since spoken to one of your engineers [pii] who said it may be a welsh water issue now we've called them and [sys] right [usr] they do have an issue i need to cancel the call [sys] right ok no problem at all that's good to hear that it's all gonna be covered by them [usr] because that [sys] it saves you any cost doesn't it but no that's fine what's your postcode there [usr] postcode is [pii] [sys] yup [usr] [pii] [pii] [sys] not a problem these are always the ones we here where i think people don't have to pay because these are the water board but no that's fine and if i could just take the first line of your address [usr] it's [pii] [sys] that's absolutely and was it your name on the booking was it ok [pii] that's absolutely fine give me a moment then we'll get this all canceled down for [usr] thank [sys] you [usr] you [sys] no problem at all nice to hear they'll sort it for you but that's all canceled down thank you very [usr] that's [sys] much for letting [usr] great [sys] us know all right [usr] all right [sys] cheers [usr] thanks for [sys] thank [usr] your help [sys] you [usr] see you soon bye [sys] bye bye [usr] bye [sys] bye | 6Qualified Lead
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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 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 morning thank you for calling dino [pii] speaking how can i help [usr] hello there i have got this isn't an emergency or anything i have got an ensuite bathroom a shower and a loo and a little sink and it has got quite an ancient macerator that runs the whole thing it's the loo the shower and the sink are all on the same pump now it was installed about 20 years ago and the it's now starting to misbehave it's french i don't think the pump is made anymore it's probably not replaceable what i would [sys] alright [usr] to do is investigating getting a new system installed and i'm told that's the thing that you do [sys] i'd have to find out because i've never been asked this before what would be the what's the i'll have to call that local office what's your postcode [usr] right i i i've phoned what i thought was the local office but obviously [sys] right [usr] it's gone i did i live in [pii] and [sys] ok [usr] i phoned a preston pans office but obviously it's [sys] right [usr] gone [sys] it's come through to us it seems ii i can give them a call what's the postcode [usr] my postcode is eh [pii] [sys] let me find out who that is i think it is the preston pans [usr] well i mean it it personal [pii] the h 32 it is the one that came [sys] all [usr] up on [sys] right [usr] your website [sys] i there we go right let me give them a call see if there's something they can deal with bear with me [usr] i mean it does say all over your website that that's what you deal with [sys] i don't know for certain because i've never been asked before i wouldn't to book it in and then then phone you and say we can't deal with it it's best to find out now [usr] ok [sys] and bear with me [usr] right thank you [sys] hello [usr] hello [sys] i just spoke to that local office and it's it's definitely not something they're able to help with [usr] i i mean i found that quite peculiar because i i looked at there welcome to dino plumbing dino plumbing east [pii] and it specifically says this is what you do [sys] ok ii i can give you their phone number if you wish to speak to them yourself if you don't believe me [usr] what what what is the phone number [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok i'll do that but can i can out [sys] the public [usr] i'm looking at dino rod celebrating 60 years your website and it says local plumbers local services skills nationwide plumbing force da da da da da find your local team i go to find my local team using my website and it comes out very specifically saying that it does this activity that it [sys] ok [usr] does install plainly your that isn't true [sys] right maybe i worded it wrong then if you give them a call iii i i'm just relaying what they've told me [usr] ok right [sys] all right [usr] they're there at the moment anyway [sys] i've just spoke to them [usr] ok doke thanks very much indeed [sys] all [usr] thank [sys] right good [usr] you [sys] luck [usr] bye bye [sys] bye [usr] bye | 6Qualified Lead
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[usr] achiness [sys] thank you for calling dino rod partners with british gas [usr] ok [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy [usr] my [sys] clicks [usr] actual office [sys] visit dino.com for details [usr] but i've got the policy [sys] alternatively [usr] with british gas [sys] please hold and [usr] my [sys] your call [usr] objection [sys] will be transferred [usr] is with the [sys] to a customer service advisor [usr] if your officers tell you you can't do it then there's nothing i can do but [sys] we [usr] i wanna [sys] record [usr] speak to british [sys] calls [usr] gas [sys] for [usr] about [sys] quality [usr] it [sys] and training purposes hi you're speaking i how can i help [usr] we've got a british gas policy which includes drainage cover and we've got a blocked sewer pipe which i called someone [sys] ok [usr] about last night and we've got someone from dino rod out here at the moment and they're saying that we're not covered because it's a shared sewer with next door we've [sys] ok [usr] had this problem gosh a few years ago now and someone came and cleared it but the chap here is saying that the policy has now changed such that our cover does not reach this i want to speak [sys] when [usr] to someone about [sys] it's a shared [usr] it [sys] train [usr] well it's [sys] when [usr] just [sys] it's a shared [usr] it's just [sys] one it is [usr] it's just it's just ours and my next door neighbor and it's on our pro my property [sys] but it's [usr] which [sys] still shared [usr] which i but it's on my property and the blockage is on my property which i'm should be covered [sys] ok [usr] for [sys] i'll have to put you through to the home care team and then they can go through this with you as it and that you have the policy with give me two secs you're through to [pii] i'm a server of british gas how can i help you today [usr] we've got a home care policy with yourselves which includes drainage cover and we've got a blocked sewer pipe on my property at the moment now the diner rod person who's out at the moment on our property says he's not allowed to deal with it because the the sewer line is shared with me and directly with the next door neighbor but the sewer pipe is on my property he's saying that the policy is not covering him to do the work hello [sys] that's because that's because it's a shared drain if if if you read the what's included and what's not included in your policy it does say the shared drains showers in the parks are not covered with regards to the policy itself [usr] but what's the point of you taking out a policy which doesn't cover what i need it to cover and which has changed in the last few years since we took our policy and no one has alerted us to this change in policy [sys] it's [usr] you're saying [sys] always been that way shared rain showers in the parks have always been not included within the policy [usr] i knew from the road onwards that it wasn't covered cos obviously that's shared with whoever lives on the road but this sewer pipe is on our property it's just us and the next door neighbor [sys] when every year we do send out the the renewal documents and in that renewal document it does say what you're covered for and what you're never not covered for under the policy it does state in that in that that we send out to you every year that the share drains are not covered within the permanent drains [usr] what i what am i meant to do now we've got a block sewer which i'm i've been paying a fortune for for many years and british gas are now saying that we've been paying this for nothing who do what do i do what do i do now [sys] ok do you think i advice you to an independent plumber out or drainage engineer out to to get that particular pipe sorted for you [usr] but this is completely unreasonable cos it's on our property and we've been paying for this for years this is a se this is a sewage pipe on our property not on the road it's not [sys] i understand [usr] the pro the [sys] that but [usr] pro [sys] if it's shared with your next door neighbor even though it's on your property if it's a shared drain with your next door neighbor that's not covered under your policy [usr] well unfortunately then we're gonna have to cancel the policy because it's absolutely useless isn't it and i do [sys] i [usr] think [sys] do [usr] that i want [sys] apologize [usr] to make an official [sys] if [usr] and i do wanna make an and not having a go at you but i think there's some cover up here and i want to make an official complaint and speak to a manager about this because now i'm left in a situation where i thought i was covered for emergency procedures i have a bad back i can't be doing [pii] myself and i i i'm hoping that the money that i've paid for will do the work that was needed to be done and now you're saying that i've got to fork out for someone else to come out and and do the work that i have been paying for this [sys] i [usr] is [sys] do [usr] this [sys] apologize [usr] is this is this is [sys] i do [usr] completely [sys] apologize [usr] unreasonable [sys] ok with with regards to the complaint and when i spoke when i pass this over to a manager what resolution would you want in relation to the complaint [usr] well i would first of all i would i would proof that i was made aware of this change of policy we have had a policy a home care policy of british gas for i would say more than 20 years we've had someone come out and and block a sewer gosh the same sewage pipes many years ago now without any problem and we were not made aware at any time about any change in that [sys] ok [usr] policy i would proof [sys] ok [usr] that i was notified about that and i would to make an official complaint that we've been paying money all this year for a service that i'm not gonna get [sys] ok bear with me for just a few moments sorry you said shared you want you want to have documentation sent to you regarding the fact that we don't cover the shared drains [usr] no i want [sys] and [usr] proof [sys] what and what [usr] we were notified [sys] ok [usr] that i in the since [sys] notified [usr] we were last since the last person came out that we were notified that this is not the case [sys] ok what else was there apart from that apart from that [usr] well i'd to make a complaint about the money that we've paid for this service over the years and people you've been taking money off us for something that you're not gonna provide a service for i'd a refund on that money because it's useless and now i've got to have to find someone else to unblock a full sewer on my property which i think i have been covered for all of these years it's just [sys] ok [usr] unacceptable it's the the powers that be are just wriggling around to try and not provide the service that people are paying for [sys] ok and can i just take your address including postcode i can gain access to your account there please [usr] it's [pii] [sys] and your name there please [usr] it's [pii] [sys] thank you very much i'm just loading up your details now for you i won't keep you too much longer and can you just confirm to me for security your date of birth there please [usr] it's fourth of july 67 sorry the engineer wants to speak to me [sys] ok give [usr] [pii] [sys] me just a few moments i'm just gonna pop you on hold while i look into this for you bear with me a moment [usr] thank you i'm not gonna sign anything right now because i don't agree with what's happened i'm sorry thank you for at least putting a stick down but i'm not gonna sign anything hello [sys] thank you much for your patience and hold i do apologize about the wait i've just been collecting all the information that you've spoken with one of the managers can i just confirm to you firstly that your email address is [pii] [pii] is that still correct for you perfect what [usr] yes [sys] i'm going to do ok i can see on your renewals i gone as far back as i can for you on your renewal documents to be sent out to you which is in 2019 gone gone from 2019 right up to date on your renewal that we sent out to you every year and it does say on the documents that shared shared drains aren't covered if you go to the final page of your renewal when you receive the email that i'm going to send to you if you go to the final page on your renewal documents it will say what's included what's not included when your agreement and it does say not included the shared drains i'm glad he can send that to you that's not a problem once i finish the call with you i'll get those sent out to you via email for you with regards to your poly itself [usr] i've i've just got just just to just to because i've got the british gas home care ra range terms and conditions [sys] ok [usr] booklet i'm not sure quite sure when it was from but whereabouts [sys] right [usr] in that booklet [sys] give [usr] would [sys] me [usr] i find [sys] a second [usr] that information [sys] let me just get the terms and conditions booklet up in front of me bear with me a second right ok let's have a quick look just having a quick look now for you bear with me a second right ok if you look if [usr] what [sys] you [usr] i found [sys] look [usr] on page [sys] i don't [usr] 13 [sys] know whether it's still the same on the on the documentation because it's probably a new book that i'm looking at here if you go to the part where it says permanent drains is normally on from page well i go on page 13 but if you go to the part where it says the drains it says what's covered and what's not covered under the drains part and it does say shared drains are not covered [usr] but the dra it's not a shared drain in the middle of the road this is a drain that's on [sys] any [usr] our property [sys] shared drains [usr] it's [sys] even [usr] our property [sys] if you live in a block of say for instance you live in a block of flats it's still the same if there's any shared drains in your property or the boundary to the boundaries of your property it's not covered now what i have found out from from one from one of the managers that i've spoken to the water board can come out and and clear that drain for you if it's a shared drain the water board clears the shared [usr] right [sys] shared [usr] ok [sys] drains [usr] but if we'd have known all of this we would never have paid all this money over all of these years but for something that we just haven't received good value for because it it surely because you one of the the people dining on people came out some years ago now and cleared a box i can't remember when it was i'm just trying to find out when it was and nothing was mentioned to us at that time that this policy didn't cover shared drains they just you [sys] that [usr] know cleared it [sys] sh [usr] as they should and if they have said to us this isn't covered on the policy [sys] they [usr] we [sys] should [usr] would have [sys] if [usr] canceled [sys] if it was [usr] it [sys] to do with a shared drain they should never have cleared that shared drain they should have reject advised you that the shared the shared drains are not covered i don't know whether that person didn't know that that particular part of the agreement with us i don't know but anything to do with with regards to the shared drains are not covered whether or not they're in the boundaries of your property or not and the shared drains are just not covered unfortunately i can cancel the policy down for you by [usr] well [sys] all means but [usr] would [sys] it will be canceled [usr] to [sys] as of today [usr] and i also would [sys] that [usr] a refund [sys] one that [usr] for [sys] will [usr] all [sys] not [usr] of [sys] happen [usr] the years that we've been paying something [sys] that will not [usr] for [sys] happen [usr] for which [sys] because [usr] we're [sys] we [usr] not [sys] because we've advised you [usr] but why would [sys] over the years we we've advised you on on the documents for the renewal and and what's included and what's not included the shared drains that are not included we have notified you that the shared drains are not included [usr] i think it's just an absolute i would to make an official complaint about this and i'd to do writing if when you email me you could provide me with the complaints person to whom i should make a a complaint i would be grateful please because i'm not happy with that i think we've been paying money for something that we're not receiving a service for and it would have been known that we [sys] ok [usr] shared [sys] then what [usr] drains [sys] i can do i can still put the email address in that you can log a formal complaint with that's definitely not a problem at all let's have a quick look that's all put there as well for you i will definitely get that sorted for you and get that put onto the email and get this email sent to you as quickly as possible for you would you what would you me to do with regards to your cover ok [usr] well i'm gonna sort it out all in one go please don't do anything right now because i'm gonna speak to i won't speak to someone in the complaints department about this and handle it all at the same time [sys] ok [usr] rather than a piecemeal about this my main priority right now after we finish this call is trying to find someone who's gonna clear this blocked completely blocked sewer to stop it overflowing on our property when we've been paying years and years for something that we're just not going to get service for that's my [sys] that's [usr] priority [sys] not a problem [usr] right now [sys] at all [usr] i'm afraid [sys] ok i'll i'll write all the notes up on the account for you [usr] yes please and if you could just send me an email with the person [sys] not [usr] to whom [sys] a problem [usr] i need to make [sys] at all [usr] a complaint [sys] thank you now bye [usr] yes | 6Qualified Lead
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[sys] to speak with someone about an existing job press one or for a new inquiry please press two whether your drains blocked or your taps leaking trust [usr] i know [sys] dino edinburgh to fix the job our dedicated team is on hand to fly into [usr] well [sys] action [usr] i went [sys] whenever [usr] there [sys] you hello [usr] i mean [sys] you said [usr] if they can't access it we need what they need what they need hi there my name is [pii] [sys] -huh [usr] you guys went [sys] right [usr] out to my [sys] -huh [usr] flat a couple of days ago in [pii] a apparently there was an issue the the plumber that went there we've got we've got a slow draining bathtub he's got there and he said i i need a a carpenter or someone to pull out some tiles or move some we can access the pipes but i haven't had any email or anything explaining what needs to be done i can coordinate that with you guys [sys] let's have [usr] is [sys] a [usr] there [sys] check [usr] any way [sys] what's [usr] i [sys] the [usr] can [sys] postcode [usr] get some information [sys] there [usr] from you as to what's needing doing i think it's [pii] [sys] no that's fine go for it [usr] i'm gonna get stuck here sorry can you just give me two seconds and i'll see if i can dig it out for you no to it it's it's eh 10 five hz [sys] and what name is it under ok ok i have a wee [usr] it'll [sys] check [usr] be [sys] here [usr] under ted window the fellow said he was gonna take some photos and i would be sent an email as to what i need to do but he was adamant he wasn't gonna start doing any of that [sys] that's [usr] work [sys] fine [usr] until [sys] let [usr] had [sys] me check [usr] access created for him or them [sys] right hold on just a second ok just one moment thanks [usr] yep [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 hello hi there listen my colleague who deals this is she's on another call at the moment can i get to give you a wee call back is that ok right it's coming up on australian number we wouldn't be able [usr] do [sys] to [usr] you have my mobile phone number [sys] is there another number that we can get through to you on because i don't [usr] yes [sys] know how [usr] that's correct it is [sys] right do you want to call back in 10 minutes [usr] i i'm [sys] then is that ok [usr] in [pii] that's the thing that would [sys] you [usr] be [sys] ok [usr] only [sys] to call [usr] number [sys] us [usr] you [sys] back [usr] could call [sys] in 10 [usr] me [sys] minutes [usr] on [sys] is that alright [pii] [usr] ok well who do who do i need to ask [sys] we'll [usr] for [sys] see the number coming up anyway [usr] who [sys] right [usr] who do i need to ask for [sys] thanks bye [usr] [pii] ok no problems at all all right thanks much bye bye | 6Qualified Lead
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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 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 welcome to dino my name's [pii] how can i help [usr] yes hello there i have a problem with a sewage pipe it blocks up and i had a go at it yesterday to unblock it with my drainage rods and in the end i got one of the rods stuck in the pipe and the plumber came along [sys] right [usr] and he sorted it but what i would to arrange is if [pii] can put down a camera i'd i'd a quote for that [sys] hm [usr] to see what's going on in the drain the sewage pipe drain plus [sys] ok [usr] just to have a wee look in the next door neighbour's one which is joined on to mine his is he's away [sys] right [usr] from home anyway and i don't think there's anything wrong on his side but if [pii] [sys] right [usr] came out obviously it would be advisable to check the two houses together [sys] ok let's have a look and what's your postcode [usr] postcode [sys] there [usr] is [pii] that's [pii] [sys] yep [usr] [pii] [pii] [sys] ok that's absolutely fine give me one moment then let me bob you across to our local [usr] yep [sys] team we'll get them to have a word and they can go through all the pricing and everything for you and get that set up if you want to go ahead one sec hello you're through to [pii] we currently have lunch between 1231 15 at this time we have limited staff available to take calls if you would prefer to call back then please leave a message and we will get back to you or if you want to give us a call back after [pii] that would be great thanks a lot goodbye now the mailbox of | 6Qualified Lead
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[sys] thank you for calling diner rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold good morning through to now talk [usr] hello [sys] to [usr] there [sys] how can i help you [usr] block drain is there anybody any chance somebody can come out to it or [sys] can you sorry do you have any account with british gas home [usr] no [sys] care that covers this ok no problem and [usr] residential [sys] is it residential property sir [usr] [pii] [sys] what's the postcode thank you thank you you've never used [usr] no [sys] and before thank you it won't be a minute sorry i'm just checking on something i'm very sorry about this i just checked on the actual location and at the moment they're unable to to say anyone who contacts the you need to contact a local drains worm in the area unable to take any bookings until further notice is due to [usr] ok [sys] many jobs [usr] all [sys] on [usr] right [sys] the [usr] cheers thanks [sys] on the [usr] thanks [sys] system at the moment sorry cheers thank you bye now | 6Qualified Lead
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[sys] thank you for calling dino rod partner 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 afternoon you're through to dino [pii] speaking how can i help [usr] how long you could help me i had somebody come round earlier in the week to give me a quote on some drainage work i was just wondering when i'd get the quote come through [sys] that'll be our local office that you need to speak with can i take your postcode please [usr] it's [pii] [sys] was it for a plumbing or a drains job hello hello [usr] hello [sys] was it for a plumbing or a drains job [usr] drain [sys] trains ok if you just take the number for our local office it's [pii] [pii] [usr] [pii] perfect thank you [sys] ok you're welcome take care [usr] bye bye | 6Qualified Lead
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[sys] thank you for calling dino rod partners with british gas please listen 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] or something [sys] did that you can now book drainage services online in a few easy clicks visit [usr] birthday [sys] dino.com [usr] mama there [sys] for details alternatively please hold and your call [usr] why not [sys] will be transferred to a customer service [usr] what [sys] advisor [usr] [pii] i'm on the phone [sys] we record calls for quality and training purposes hi you boo [pii] how can i help [usr] hello we booked a drainage technician to come out to our house tomorrow but we've had the next door neighbor clear the drain for us successfully can i cancel tomorrow's appointment if you don't mind [sys] can i take the postcode please [usr] [pii] [sys] what's the first line of the address [usr] the lodge [sys] and you eat [usr] duncan array [sys] that's all canceled for you anything else i can help you with [usr] no that's fabulous thanks very much for your help i appreciate it [sys] you're welcome take care bye bye [usr] thank [sys] now [usr] you bye bye bye bye | 6Qualified Lead
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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 [usr] bye [sys] 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 [usr] right [sys] a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred [usr] i heard [sys] to a customer service [usr] that [sys] advisor we record calls [usr] of course [sys] for quality and training purposes hello my name is [pii] how can i help [usr] hello my friend you're right are you based based in [pii] [sys] no we're based all over the country just depends on which local office you want to speak to [usr] my [sys] what [usr] friend we've got shop in we've got grocery shop in gains brand and we've got toilet in backside the shop and is blocked and the water come out a bit messy and i want somebody [sys] wwww [usr] to [sys] what's the postcode [usr] [pii] [sys] sorry [usr] [pii] one second just look for [pii] and then space one hs hotel sugar [sys] ok do you have a pen i'm gonna give you the number to call for for for your area [usr] please [sys] ok it's [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] ok ok [sys] that's correct all right cheers sir [usr] thank you very much too | 6Qualified Lead
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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 [usr] work [sys] record [usr] ok [sys] calls for quality and training purposes [usr] morning you have a i'm sure looks good [sys] good morning this is speaking how can i help [usr] yes hello good morning i'm calling from the i have a leakage in my in my driveway and i was wondering if somebody would be able to just come and look at it [sys] sure what's the postcode of the address [usr] [pii] [sys] sorry [usr] not [pii] [sys] [pii] [usr] this is that's right [sys] when you say it's a leak is it from the drain or [usr] well i believe it is from the drain but it is bubbling up in the driveway a dirt overage which we which we will have to uncover and then there might be a pipe might be broken or something [sys] is it is it sorry is the drain [usr] hello sorry suddenly i can hear you hello [sys] hi [usr] hello [sys] is the drain overflowing or is it over is it overflowing from the pipe [usr] i think it would be the pipe problem more than that drain i don't think the drainage is plugged i think there is a problem with the pipe there might be a collapse piped or something that is under the driveway and it is leaking out [sys] ok let me just pop you through bear with me i'll put you through to the right department [usr] hi [sys] hello down the road [usr] yes hello good morning i have a problem in my driveway there is there is a leaking i think pipe that is the the the water is bubbling in my driveway on [sys] we spoke [usr] the top [sys] i think i spoke to you yesterday [usr] i was wondering [sys] unfortunately [usr] if [sys] we don't have any capacity to help with that at the moment [usr] yes [sys] have [usr] right [sys] you tried clark's mechanical [usr] because another number is i call [sys] have you tried clark's mechanical [usr] sorry mechanical no i didn't i am calling from the and i didn't have time to nothing that ok nobody [sys] unfortunately [usr] would be able to come to look [sys] at dino [usr] at it [sys] rod we we just don't have capacity to be able to help at the moment and obviously it's quite an urgent situation for you there is another company that might be able to help elite plumbing and heating [usr] do you have [sys] do [usr] the phone [sys] i have [usr] number [sys] a phone [usr] did [sys] number [usr] you phone number [sys] one second [usr] yes [sys] it's [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] [pii] [sys] no worries hopefully [usr] for [sys] he can [usr] the [sys] help all right thanks then bye [usr] ok thanks bye | 6Qualified Lead
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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 thank you for calling dino [pii] speaking how can i help [usr] hi good morning my name is [pii] i have i i think it's a drainage problem when i flush some of the toilets the water doesn't go down and on the on the ground floor i can see that there's some water coming out of that underground and you [sys] ok i can have a look for you and is it a commercial or domestic property [usr] domestic [sys] domestic and do you have british gas home care cover for plumbing and drains [usr] i don't think no [sys] no no problem ok let's have a look for you then what's your postcode to start with [usr] all right my postcode is [pii] [pii] [sys] let me have a look [usr] and the house number is [pii] [sys] [pii] [usr] yes [sys] let me see if i can find it is that [pii] [usr] yes that's correct [sys] and if i could take your first name please [usr] my first name is [pii] [sys] [pii] thank you [pii] and if i could also take your surname [usr] surname is [pii] that's [pii] echo delta uniform [sys] got you and if i could also take a contact telephone number please [usr] [pii] [pii] [pii] [sys] [pii] and do you have an email address at all [usr] yes it's [pii] that's [pii] that's [pii] at the end [pii] [sys] thank you alright ok i'm just gonna type in what you've told me [pii] bear with me [usr] sure sure [sys] and can i ask is there anyone at the property who may be considered vulnerable at all [usr] i just have an infant [sys] ok right i'll just get the appointment slots up there [pii] bear with me while they just load up [usr] sure [sys] ok let's have a look ok got a couple of choices here now [pii] i could send somebody today or tomorrow now it is more expensive on a sunday let me explain the engineer would come out they would have a look at what the issue was and once they've done that they would give you a quote now if you're happy with the quote they'll obviously do what needs to be done and you can pay the engineer at the end via cash or card if for any reason you don't want 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 at the starting prices on a sunday the prices do start at £237 and on a monday the prices start at £180 i could send somebody today or tomorrow [usr] i think tomorrow will be fine [sys] ok now it is an all day slot for tomorrow [pii] between eight and six is that gonna be ok [usr] yes that's fine [sys] brilliant let me grab it what i will do is i'll get the engineer to give you a phone call when they know you're next on their list ok [usr] ok [sys] let me get that booked in for you there you go [pii] i've booked that in for you for tomorrow and i've asked the engineer to give you a phone call when they know they're on their way to you ok [usr] all right thank you [sys] very welcome take care [pii] [usr] thank you bye [sys] thank you bye | 6Qualified Lead
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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 [usr] hm [sys] dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year good afternoon welcome to dino you're speaking to how can i help you [usr] hi there i just wondered if we could get someone to come and sort out a blocked toilet in our house [sys] sorry is it the only time that you've got or [usr] no it's not no [sys] right i don't doubt we should get somebody out for you but it wouldn't be today [usr] that's all right that's fine [sys] all right thank you can i just check whether you have home care cover with british gas at all [usr] no i don't think we do [sys] no [usr] no [sys] no that's that's fine thank you can i take your postcode please [usr] sure it's [pii] [sys] sorry [pii] [usr] [pii] [pii] [pii] [sys] ok what's the first line of your home address please [usr] it's the barn hook green farms [sys] thank you that'll be a second thank you very much sorry for the time you're taking i do apologize thank [usr] hm [sys] you that the barn or green farm there we are thanks much may i have a note of your name please [usr] sure it's [pii] [sys] and thanks [pii] what's the best phone number for our engineer to be ringing you on the day of attendance please just put [usr] if you take [sys] me on [usr] my [sys] the [usr] mobile [sys] way [usr] mobile number is [pii] [pii] [pii] [sys] thank you much thank you sorry about patient time there can i ask if you have an email address we could take a note of please [usr] sure it's [pii] [sys] [pii] [usr] [pii] [sys] thank [pii] [usr] [pii] [sys] i just wanted to let that i've only asked for that if we if we if we use the concept regarding job other than over the phone and it will not be used for any marketing purposes whatsoever [pii] [usr] sure [sys] guarantee you that thank you [usr] great [sys] thank you can i ask you if anybody in the property is classed as being being vulnerable please [usr] no they're not [sys] thank you just to let check cost wise the cost of a routine unlocking which is certainly what it sounds and say we'll book it in monday to friday between nine between 8 a.m. and 6 p.m. that would be one sorry 1 £180.01 80 0 inclusive of va t [usr] ok sure [sys] is that all right it's all right to carry on yes thank you we're looking for it i'll be just a few more seconds thank you very much [pii] thank you [usr] thanks [sys] right we can get somebody out tomorrow if that's [usr] brilliant [sys] to be [usr] thank you [sys] well thank you and we can either we've got three options we can say it book it as an all day appointment in theory between 8 a.m. and 6 p.m. or it's showing am or and or pm available 8 a.m. would be between eight and one and pm would be between 12 and six [usr] a morning would be better if that's ok [sys] of course it is there is available that's fine give me one more second let's have a look now well can i ask you if you happen to if you happen to have a pen handy and for it to write out just i can ask you to take a note of the booking reference [usr] yup [sys] great [usr] sure go for it [sys] thank you it's letters and the numbers it's letters are dywor delta yankee whiskey oscar [usr] yep [sys] and then it's the number 37 triple three [usr] yep [sys] and then 75 and the job's not been raised it's now gone over to the local office and the engineer will call you tomorrow morning usually when they're about 20 minutes away [usr] ok amazing thank you that's great [sys] you're very welcome thank you for telling me your patience [pii] take care lovely to talk [usr] no [sys] to you [usr] worries [sys] thank [usr] thanks [sys] you [usr] for your help bye [sys] bye bye | 6Qualified Lead
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