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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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year afternoon you're through to dino [pii] speaking how can i help [usr] yes good afternoon we had someone come around to unblock our train in the sync [sys] yep [usr] and then we had to have back again because it was still blocked and now it's still it's still blocked and [sys] was was this booked under your british gas home care cover [usr] sorry no [sys] was [usr] it wasn't [sys] this job no ok and you don't have home care cover with british gas it's just [usr] ix [sys] a one off job you're looking for [usr] i do but i don't i don't think it strange [sys] right you don't have plumbing and drains cover [usr] bye [sys] that's fine can i take your postcode please [usr] [pii] [sys] sorry the line just cut out there sorry [usr] [pii] and sorry [pii] [sys] and your full name please [usr] name is [pii] [pii] [sys] sorry what and the first line of the address [usr] 37 cents tax [sys] what number sorry the line is really bad [usr] 37 [sys] line 37 [usr] yes [sys] right and i can't find your name under that postcode [usr] what is there i mean [sys] what's your full name again mr [pii] [usr] [pii] er [sys] was it booked under a different name [usr] i don't think [sys] was it was it somebody from [pii] who came out previously [usr] yes [sys] because i can't find your name on under that postcode what i'm gonna do is what i'll do is i'll pass you through to our local office in your area and they'll locate that job and hopefully get take care of that for you ok [usr] right thank [sys] thank you hello [pii] from donald drainage how can i help [usr] yes good afternoon i had a call out from [pii] to unblock my my sink they came back again and now it's got ok [sys] ok what was the postcode there [usr] n [pii] [pii] [sys] and 30 i've got something ty i think [usr] [pii] [sys] [pii] ok ok let me have a look and see what the availability is to get back out and is it the sink you say [usr] sorry [sys] and is it the sink you say again sorry [usr] yes [sys] let me have a look with my dispatch to see what the the availability for us to get back out for you is [usr] september and the second time was the [sys] hello [usr] just tell [sys] hello [usr] i use six of [sys] hello i'll i'll ask my dispatch on when we can get out they said we can pretty much do any day starting from next week the monday onwards obviously [usr] what well as soon as you can the first day was the first time it came with the 27th of september 27th of september we called them out again on the 16th 16th of october they came [sys] i can see both of those that is perfectly fine [usr] does he [sys] i [usr] want [sys] will [usr] that number [sys] obviously document and mention both of those on the works orders to to let them know it is a repeating issues they might be could possibly have a potential bigger look deeper into it see if there's anything underlying with it potentially but i'll report both of those just that the the engineer is aware [usr] right [sys] and then obviously they can hopefully get this highly unblocked for you [usr] all right when when would they come [sys] amazing i'll put that on for the the monday there for you [usr] you could for this monday [sys] obviously i wouldn't know an exact time but the engineer should call you before leaving to get to you there [usr] ok that's fine [sys] amazing thank you very much [usr] i too bye [sys] thank you bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have 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 speaking to [pii] how can i help [usr] hi i wanted to ask a few questions about a service that you've quoted to some tenants of mine hello [sys] have you already received it quite well [usr] well a quote has been received it's been put to tenants they've also had an emergency call out and now a second one last night but my understanding was that the information given to them after the first emergency call out it it is essentially and they've now [sys] ok [usr] they they essentially it it pub they've had a a flooded toilet they had you out on an emergency call out you came and punched her or did whatever it was you did that's what they said punched a hole cos it turns out there's a bit of a lime scale build up and then you told them that it would last that it might not even last six months but that gives the impression that it will at least be a short term fix i'd planned to give you guys a ring last week and it didn't happen but it was gonna be in the next week cos you've quoted them £420 to go and deal with the the blockage but to me that just sounds very suspicious because you've we we they've had to get you out again last night to i don't understand why you've come out once charged an emergency call out charge them 200 quid to resolve a problem that hasn't been resolved for even i don't know if it don't think it's been quite a fortnight that's that's absurd [sys] i'll have a look but [usr] then and then you've [sys] it [usr] said [sys] might [usr] it and then [sys] be [usr] and [sys] best [usr] then the information it may not even last six months we've had a second emergency call out which they're expecting me to pay and quite frankly i'm not going to because if you come out to resolve a blockage you don't come out and resolve a blockage and then come out two weeks later to to cos you've not resolved it then have you you've is is [sys] well [usr] my point [sys] as i said what i'll do is i'll have a look but it might be better to speak to the local office as it's them that take the payment [usr] hm [sys] and also do the quotes [usr] i just i just [sys] can [usr] i just [sys] i just [usr] don't [sys] take the postcode [usr] i just don't [sys] where the property [usr] and [sys] is [usr] the postcode is god what is the postcode it'll be [pii] er [pii] i think it is [sys] and er the first line of the address [usr] sorry [sys] the first line of the address [usr] ohh the [pii] jack [sys] number 71 is it just give us a second there's two different accounts i've been created for the same address one says and the other says the public accounts right it's not gonna be that one from may it's this one there's a job the eighth of september and the seventh of august [usr] well it'll be the seventh [sys] the [usr] of [sys] eighth [usr] it'll be [sys] of septem [usr] the eighth of september will be the one i mean look they they they they've got problems going on there anyway which are theirs to resolve but it's unfortunately on me to do any structural and at this point i'm starting to do cos i know for a fact that they've had a leak elsewhere and they've not told me a bloody word about it which is that's if they want to do that and then then fine but i do know about it and and if they don't in a few months i'll be well you didn't tell me initially i'm just getting a bit fed up because i've had quite a demanding email from them saying well you're doing this you're gonna have to pay for this emergency call out because you haven't paid for [pii] to come out and do the service that we asked you for and i said to them initially i said i'm gonna call [pii] my bloody self before i fork out £400 and fire and find out why on earth we've had a job done it's cost 200 quid to unblock a pipe and have been told that it may not last six months and and and why why there's a way of unblocking it properly that is guaranteed and how long will that last because if you're coming out and going we've unblocked it but it won't even it may not even last six months and then and then we're being told that you need to pay an extra £400 to come in and block this lime scale before i pay that that sounds a bit dodgy to me that that do why would resolve it in the first place [sys] i i understand where you're coming from but unfortunately as i said i wouldn't be able to answer the questions for you it is the office themselves that have obviously done the work taking the payments and issued a quote [usr] hm [sys] what i can do is i'll send you a text message both with their phone number and their email address on i will try and call them now and obviously see if we can get through to them and then at least they're made aware of it [usr] cos [sys] and it might [usr] really [sys] be a case [usr] really [sys] that when someone comes in tomorrow [usr] as really as far as i'm concerned with the last call out for the same exact issue being recent i don't see that we should be paying another emergency call out because if the problem had been resolved at the last one we wouldn't need to be calling you out again i'm that's where i'm at and i wanna you know i'm happy to have a discussion about what needs to be done to stop it happening again but when we get told it may not even last six months but it is unblocked and it's sorted for now and this is what you can do but for the short term i mean we're talking a month later it's it's [sys] it was a month wasn't it [usr] that to me isn't resolving the problem for 200 quid is it that's that's not that's not addressing a problem [sys] confirm [usr] at all [sys] and you've got a problem [usr] sorry [sys] he's just confirming that you had a problem well we know it we had a problem that's [usr] and [sys] why you're here [usr] got and [sys] but [usr] and [sys] it's not [usr] the toilet [sys] resolving [usr] to stop [sys] it [usr] flooding but he's he's stopped it flooding that day has gone away not resolved the problem charged 200 something quid for the for the pri the privilege and then a month later another emergency call out because it's not been resolved but but the information that he passed on to my tenants was cos they've put it in an email to me that quoted they're they're obviously saying the i know my tenants aren't dodgy but i know iii i am annoyed that this is going on and that they're not letting me know about all of the leaks and things but if they choose to resolve some of them themselves and that's on them but the issue with this is is that they've obviously been told this may not even last six months but that figure implies it will last a couple of months but it six months is and this is what you need to do but then to for it to happen a month later [sys] let me see if we can get [usr] ii i [sys] hold to the office [usr] want [sys] cos [usr] i wanna [sys] obviously [usr] know what [sys] they're gonna [usr] what [sys] be [usr] you're [sys] the ones [usr] proposing [sys] that can give you the answers [usr] do and what has been done because because if you're charging an emergency call out to to not do the thing that you have said needs to be done why should why should we be paying it if that makes sense [sys] as i said let me try and get you through to the office if not i have obviously text you their email address and their phone number obviously if you call them tomorrow after nine o'clock they will be in but let me see if there is anyone there at the moment [usr] get check [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers hello [usr] hello [sys] hello miss [pii] [usr] no i'm not a miss [pii] i'm i'm the owner of the property [sys] sorry i've got the lady from the local office on now she can take your details and then get somebody from the drains guys to call you back tomorrow if that's ok [usr] sorry what did you say just my my brain's not switched on [sys] i've got i've got one of the ladies from the local office on now she's gonna take your details and then get somebody from the train to get their guys to phone you back tomorrow [usr] all right thank you cheers [sys] all right thanks a lot hi i have the information here just can i just confirm your number [usr] my number is [pii] [sys] [pii] [usr] [pii] [sys] yep [usr] [pii] [sys] no worries i'll get someone to give you a call back [usr] it needs to be after lunch time tomorrow after 12 p.m. because i will be in work before then [sys] no [usr] in [sys] worries [usr] of you you you i'm a bit concerned because the other chap just called me miss [pii] my name is ms [pii] i'm not the tenant and i'm not the account holder i'm the owner of the building [sys] right ok i will pass that information on [usr] essentially i i'm trying to find out what on earth is going on because i've got tenants with a problem that you've been out to resolve but you've not resolved it it's happened again a month later but you're also asking them as well as an emergency call out charge which i don't think we should have to pay a second time loan a month after you've already been out apparently you're also asking for 400 something pounds to do a different service well i'm glad in a way that i haven't had that done because but you've come out and done one thing and it's not even it's not lasted at all or whatever it is that you've done before i consider any that money i need to know what on earth it is that you're proposing and and why this last call out has has not solved the problem even in the short term [sys] no worries i'll pass on the information and someone will have a look into that for you [usr] right thank you bye [sys] thanks bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot [usr] no [sys] com for details alternatively please hold [usr] five [sys] and your call will be transferred to a customer service advisor we record calls for quality and training purposes turn around to help [usr] morning i'm calling from the [pii] in [pii] [sys] hiya [usr] hi our drains are blocked out the back of the kitchen i was just wondering if you get someone out to unblock them [sys] that's fine i'll just take a few details i just need to send them through to the engineer and he'll give you a call back with a time and a price [usr] sure no problem [sys] er what's the postcode for there [usr] [pii] [sys] you said it was called the [pii] [usr] yes that's the one [sys] see er just need to check a few things with you just check that you haven't got any cover with british gas for your drains at that er property [usr] no [sys] that's fine and anybody vulnerable there at all [usr] no [sys] ok | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes evening for designer [pii] speaking how can i help you [usr] hi we've got a drop block going outside our house we do call outs [sys] yes we do and is this a property [usr] what was that sorry [sys] a domestic obviously [usr] it's a domestic property [sys] and do you have cover with british gas [usr] no [sys] can i get your postcode please [usr] [pii] [pii] [sys] [pii] and the first full line of address [usr] [pii] [sys] [pii] and can i get your name [usr] [pii] [sys] what are you spell for me and the best contact number [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] and what scene of the problems are [usr] what's the problem the main drain the main drain outside the house is blocked we can't use the toilets or the bath or anything [sys] ok and is it overflowing [usr] it's not overflowing but i've lifted a man will cover up and you can see it's full of water [sys] ok and they can't use the toilet [usr] er you can use the toilet but the the toilets them bubbling and the water's taking ages i don't think the water's going anywhere other than filling there [sys] ok [usr] the drains up [sys] and is the problem external ok and it's not overflowing and you can use the toilet and is anyone at the property of any vulnerabilities or medical conditions [usr] no [sys] ok just bear with me just writing up the details ok let me check the availability for you it's just taking a long time i don't know why ok the next available appointment i have for you is the second of october it's a monday [usr] no he won't be able to wait that long cos obviously the water's not going anywhere i'll try someone else if that's all right [sys] ohh i know we enjoy every [usr] right [sys] evening [usr] thank you bye [sys] bye bye | 0Appointment / Booking
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[usr] [pii] all over [sys] thank [usr] the country [sys] you for calling dino rod partners with british gas [usr] i've i've got it now i've got [sys] please [usr] it up to [sys] listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] see [sys] we record calls for quality and training purposes [usr] ok [sys] dino is one of the uk s leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year hello you're through to how can i help [usr] hi i'm just calling from the fm company we're a facilities management company based in [pii] and i was just wondering if there's any chance you have any availability to do a inspection of a blocked drain pipe either on monday or tuesday [sys] no problem at all let's have a look let's have a look for you [usr] it's in [pii] is this sorry not [pii] [sys] no that's fine can i get the postcode please [usr] it's [pii] [pii] [sys] [pii] ok [usr] it doesn't help i need to [sys] and what's the first line of the address [usr] it is with park house [sys] and what's the business called again [usr] it is links fm [sys] links fm that's the one [usr] but it looks [sys] aye just didn't [usr] sorry that business is on [sys] no [usr] the ground [sys] go on [usr] floor but it looks where the leak is it's on the first floor in a tenanted area they've said it's a leak into the kitchen of [pii] which is on the fi first floor thank you [sys] right this you're you're the what business is it housing business this one [usr] ii i think it's just it looks it's just a mixture of everything really there's a health of fitness on there obviously this links [sys] right [usr] fm and then there's a tented area ohh sorry it is on the ground floor it's not the first floor [sys] right it's on the same floor as as you right but the issue is with the the tenant [usr] they think they've got a blocked internal rainwater down pipe [sys] right and is it yourself that's going to be billed for this [usr] it will be [sys] right right let me go out of this and you're all on the same the same postcode [usr] no we're based [sys] the [usr] in [sys] thing [usr] [pii] our post code is let me just get that up it's [pii] [sys] yep [usr] [pii] [sys] ok [usr] and it's the fm company [sys] see if it comes up the fm company there you are efn [usr] sure private [sys] it's spelled out as in company [usr] sorry [sys] is it the is it the fm company the name company ok and then is it limited [usr] it is [sys] l cd can i get a name and contact number sir for that please [usr] is it for here or for site [sys] it's there for you [usr] it's [pii] [sys] yep [usr] and the number is [pii] [pii] [pii] [sys] [pii] excellent let's say that and then that's the original one [usr] right professionals [sys] eight links i found group does the does the the tenant have any a house number or anything that [usr] we've just got it under his unit too i do have a floor plan as well which i could send over to you if you've got an email [sys] er that will be sent you send that to the local office er when we find out at the end because it it'll be them that's going into [usr] right [sys] it [usr] ok [sys] right [usr] i what what added it would be [sys] i can see company and then what's the name of the tenant [usr] let me see if i this one ok i don't have the name of the tenant here but let me see if i can find out for you i don't have the tenants contact details yet but i can try and get them from our client if it'll help [sys] right i'll just put we we we we'll need that just because we'll need to contact them [usr] no [sys] the [usr] worries [sys] local office i put 500 on there [usr] sure [sys] right let's say that [usr] hi she's ok great [sys] all right contact name let's give him yours again for now [pii] can you just remind me that number again [pii] [usr] i i do have it will be my sorry it's [pii] [sys] right [usr] [pii] [pii] [sys] [pii] and i'll just put brackets and it is it's it's [usr] it's not right [sys] what what is it that's blocked again just remind me of what's blocked [usr] they [sys] again [usr] suspect it's a blocked internal rainwater down pipe [sys] locked internal rain water down [usr] they're they've said it started in june and it occurs every time they have heavy rainfall [sys] right [usr] they're looking for someone to go and assess and do an inspection of what what it is and then quote what's needed about some [sys] hello [usr] surgeon it might [sys] is there anybody with covid shielding from covid or any vulnerabilities on site [usr] no [sys] no thank you [usr] as in [sys] and are you happy with payment and completion of the cash or card or invoicing however [usr] could i ask how much it will be for the [sys] we we we don't know if this these type of things go through the local office which i say it's best to [usr] ok [sys] if you want to email them the [usr] ok [sys] that [usr] that's no worries [sys] for [usr] i will [sys] afterwards [usr] have to confirm it with my accounts team i don't think it should be a problem with with it being our first time working with you but if i double check that am i ok to give a call back on that [sys] i mean i can i can put on there please call yourselves [usr] is it for the head of [sys] obviously the the quotes of the price and things that [usr] no worries we received the instructions for you to go ahead and complete the work is that complete or perfect did did [pii] send you a job she it it it might be a link for a job sheet i can forward you over [sys] right everything's on there i need save this goes through to the local office and they they will now contact [usr] ok [sys] you get some further further input and then to booking a date [usr] ok [sys] and things [usr] that's [sys] that [usr] perfect right [sys] and i'll give you the [usr] it's [sys] i'll give you the email address as [usr] brilliant [sys] well do you the job reference number [usr] yes please [sys] not the other job reference number sir it's delta yankee whiskey oscar 343 9476 [usr] that's perfect [sys] and the email address is [pii] [usr] yep [sys] [pii] [usr] yes please [sys] [pii] [pii] [usr] no problem [sys] perfect that's all booked [usr] that's [sys] in [usr] brilliant thank you very much [sys] all right no problem [usr] bye [sys] you're very welcome bye bye bye | 0Appointment / Booking
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[sys] hello thank you for calling diner rod central [pii] please note that calls may be recorded for monitoring and training purposes hello down road [usr] hi we've got a problem in [pii] town with our drains [sys] ok what's the postcode of the site please [usr] [pii] [pii] [pii] [sys] ok let me have a look ok what's your name please [usr] [pii] [sys] ok what's the problem you have on site [usr] the problem is that the kitchen drain isn't draining and and water's backing up [sys] is this your residential property ok we can arrange an engineer before five o'clock today would that be all right with you [usr] how soon before five o'clock [sys] i can't tell you exact time right now unfortunately depends it [usr] roughly [sys] will be any time between unfortunately can't tell that because i don't know how long my engine are gonna be usually when they go to a job [usr] it'll be a bit dark by then though they'll be able to see what they're doing [sys] but if it is a kitchen block sink it's inside right [usr] no outside it's an outside drain [sys] all right ok you wanna book this in for tomorrow we can [usr] no [sys] try to get [usr] it is [sys] someone [usr] it's [sys] in the morning [usr] urgent definitely urgent [sys] ok let [usr] slightly [sys] me [usr] better i think [sys] ok for now unfortunately i can't because we have some work that we are already been scheduled for the moment i wanna say this is we can attend later on but not in any time soon [usr] ok well that's better than nothing [sys] ok alright what's the full address please [usr] it's [pii] and that's [pii] [sys] alright ok ok no problem let me tell you the prices for the visit we charge for a time on site for the first that's gonna be 100 and £80 including va t and for each hour after it's £100 including va t again and we require the payment on completion either by cash or card how would you to make the payment please [usr] we'll we'll do it by card [sys] could you please confirm me your best contact number [usr] that's probably this one which is [pii] [pii] [pii] [sys] alright perfect ok no problem what we will do is we'll get this booked in now and when the engineer is on road to you we can give you a call [usr] thank you very much [sys] no problem [usr] bye [sys] cheers bye bye bye | 0Appointment / Booking
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[usr] bye [sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plum did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] sure [sys] we record calls for quality and training purposes i know is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help hi you're through to how can i help [usr] i'm good thank you i think i've just been cut off with one of your colleagues i was just giving a call to see if we can get someone to come out to have a look at our drones [sys] is this regarding a domestic property or a commercial [usr] commercial [sys] do you have any type of cover with british gas in regards to plumbing and drains [usr] no [sys] no ok and what's the issue [usr] we've got a block drain in the sink and then the gents urinal's overflowing [sys] ok can i take the post code please [usr] it's b 90 for quebec uniform [sys] i've got bravo 904 quebec uniform [usr] that's correct [sys] ok just bear me a second i'm gonna double check if the office in that area are taking appointments [usr] ok thank you [sys] right what i can do is go ahead and book the initial appointment slot in for you and the local office which is where the engineers are dispatched from within that area and [usr] yep [sys] they'll give you a phone call back shortly to discuss the price as well as what time an engineer can be sent out today [usr] ok [sys] if you're ok to go ahead with that i'd need to take the company name to begin with please [usr] that is a limited [sys] what was that sorry [usr] up g limited [sys] how am i spelling that [usr] up [sys] up [usr] er gy [sys] two y and your name please or [usr] [pii] [sys] contact name [usr] [pii] [sys] right and your best form of contact please [usr] the number that i'm calling off now i think it's [pii] [sys] i've got [pii] first [usr] that's correct [sys] line of the address please [usr] it is [pii] [sys] anyone at the property that has any vulnerabilities we should be made aware of [usr] no [sys] ok i'll go ahead and confirm that in and [usr] yep [sys] as i said the local office will be in contact with you fairly soon [usr] ok thank you [sys] you're welcome take care now [usr] you too bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two [usr] i mean [sys] or [usr] it's tough [sys] if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks [usr] i don't know maybe [sys] visit [usr] gonna come [sys] dino.com [usr] again [sys] 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 an oman how may i help [usr] hi [pii] at christopher's american bar and grill we're a restaurant in [pii] we've just had a a back up from one of the drains on in our building and it's water seeping out through the the drainage cover possible we could get somebody out to have a look at it please i think we did have an engineer down here back in october and they supposedly [sys] right [usr] rod it but it's it's it's come back again i don't know what the issue is [sys] right ok is it were you wanting somebody today or [usr] if if possible because we don't the problem is we don't know where it's coming from and if it's gonna back up again [sys] right ok can i take your postcode [usr] it's [pii] [pii] [sys] is the billing address the same as the site address [usr] yes it is yes yes it's [pii] [sys] yes [pii] american grill do you have any form of cover with british gas for plumbing and drains [usr] sorry [sys] do you have any form of cover with british gas for plumbing [usr] i've [sys] and drain [usr] i've no idea because the manager is not here he's he's abroad he's on holiday and i'm doing it [sys] all right [usr] the the other manager is off today and i'm trying to trying to ascertain as to what we can do and stuff that because [sys] quite [usr] obviously we're open all day today and i i don't wanna come down to a swimming pool when i finish halfway [sys] well [usr] through the night [sys] quite absolutely you probably won't have been of business can i take a contact name [usr] [pii] [sys] and the phone number [usr] the phone number here is [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] anyone of any vulnerabilities working there [usr] no no [sys] right ok i've put that in place for you what i'm going to do is just go through the local office and get you through to them and they can discuss it with you [pii] are you ok to hold a second while i do that [usr] that's fine no [sys] great [usr] problem [sys] thanks [usr] i been doing it ma and i had to move that stuff from over there just just move it whatever just just move it from there that they got easy access and all the rest of it ok [sys] you too now [pii] thank you [usr] ok thank you [sys] hi [pii] [usr] hi there [sys] hi you all right [usr] we've got we've got an issue with one of our drains in our building down here in the in the the restaurant it's backing up it just just a just a minute ago backed [sys] ok [usr] up loads of water spewing outside the manhole cover [sys] ok [usr] it started to subside a bit but we've i i think recently it wasn't that long ago it was even october or november we had engineers come down and rod it and the same issue is going on again you [sys] really [usr] know [sys] ok we have attended on 21st [usr] i want [sys] of [usr] to [sys] december [usr] that [sys] but i don't know whether it's for the same issue though no that's [usr] no [sys] what you [usr] think [sys] know i know [usr] that was some that was something that was something different [sys] something [usr] that [sys] different [usr] was something different [sys] ok [usr] what do you want [sys] ok all [usr] that [sys] right [usr] was [sys] that's [usr] that that was a different issue i think [sys] is it ok that's fine we'll get the team him there now and we'll have a look what's the problem obviously as as if it is covered under the agreement we won't charge you but if not there will be a charge for the visit [usr] ok [sys] which is obviously 100 and 70 plus vat per hour if it is only not covered and not due to a mite misuse [usr] do [sys] you too [usr] they have any cover on the on the [sys] let [usr] because [sys] me [usr] i don't know because [sys] see [usr] i'm the manager isn't here he's away he's [sys] a dolphin [usr] he's abroad [sys] ac ok let me check with my team for you bear with me one second is it [usr] ok [sys] is it where where the manhole is located [usr] sorry [sys] where the manhole is located [usr] it's down in the basement [sys] down in the place [usr] just entering the main kitchen the basement kitchen [sys] ok bear with me one second [usr] ok thank you [sys] hello we usually do cover on the slab it might be covered under the agreement but if it is due to a misuse we will have to charge for the visit but [usr] well [sys] obviously [usr] well ii i doubt it i can't see how that [sys] no [usr] came out we can do that [sys] what [usr] it it's [sys] we usually do [usr] i [sys] is [usr] i don't i [sys] what we usually [usr] ok [sys] do is we just come to the site at a out of notice we come to the site and if it is covered we don't charge and we if we send you the invoice that's what we usually do [usr] all right then [sys] ok [usr] all right no worries [sys] all right i'll [usr] ok [sys] get it [usr] then [sys] in that bar [usr] all [sys] ok [usr] right thank you [sys] ok [usr] bye [sys] bye [usr] bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out hi there you're through to at dino how can i help [usr] hi there i've got two seconds to get you on the phone one of our external drains is blocked i've managed to lift the lid of it i know which one it is i just i didn't know how i go about how much it cost and when anyone can come and have a look [sys] that's fine that's fine is it is it is it your drain is is that right [usr] yes it's it's it's the there's a main drain out of the back of the house in the front of the house and it's the one out the back we [sys] ok [usr] we [sys] that's [usr] had [sys] fine [usr] it once before and it was a bit of a i think a bit of a stone fell down and blocked it i think it's something that it's not we've not had problems with it we've lived it for [pii] knows how long [sys] that's fine can i ask if you're a british gas customer with the home care policy at all [usr] i beg your pardon [sys] are you a british gas customer with a home care policy [usr] no i'm not no [sys] no that's fine did you say you booked in with ourselves as well before you had the when you had the same issue at all did you or not [usr] i'm pretty sure i we did but i mean i'm talking [sys] that [usr] over over five years ago i reckon that was [sys] let me see you can find any details what's your post code [usr] [pii] [pii] [pii] [sys] tuesday november what was your name sorry you just broke up then what was that [usr] er [pii] [pii] [sys] somebody else that's fine what i'll do is i'll book you in ok price wise drainage the engineer will come out and have a look for you ok is anything internal affected at all the toilet the bathroom the thing [usr] not well not yet but i can i think one reason we picked up is that we could smell it a little bit in nearby the where the what's it called one of the the internal waste pipe thing is i think it's it is probably backing up a bit but it's not in the house or anything but i we won't use any of those baths and stuff in the room but i don't think it's reached that point yet it's just the the smell coming up a bit from the kitchen sink [sys] ok [usr] and that [sys] well to unblock it's gonna be on a saturday at 212 ok during during during monday and friday it's 100 and 70 to unblock but if it turns out to be it's a draining issue engineer will come out have a look at everything for you give you the price if you're happy with that price we'll start the job for you there and then and i'm on completion what you could do is pay by cash or card is that all right [usr] sorry did you say it will be it's did you say [sys] to unblock if it's to unblock an issue it's gonna be 100 and 70 during monday or friday i think yours you most likely will be booked in for that day because you're ok internally aren't you [usr] yes [sys] most likely i i'm probably looking at days for your monday between monday or friday [usr] ok [sys] is that [usr] do [sys] ok [usr] i do what i might i might call back only cos i i swear it was half several years ago and stuff [sys] i'm [usr] maybe [sys] sorry [usr] just make a couple [sys] you just broke up then what was that [usr] i was gonna say i might i might call back if that's alright rather than book it now just because that seems i think where [sys] we're [usr] we paid [sys] open till nine anyway [usr] ok [sys] we're open till nine [usr] cool [sys] just give us a call back at any point alright [usr] ok that's cool just just to make make a couple of calls just to know check on the price and [sys] that's [usr] that i i sort [sys] fine [usr] of swear it with about half that will be a long time ago but [sys] all [usr] but [sys] right then no worries [usr] thank you very [sys] sure [usr] much [sys] no worries thank you speak [usr] all [sys] to you soon bye [usr] take [sys] bye [usr] care bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] but [sys] please listen to the options carefully [usr] that is [sys] we can [usr] ok [sys] get you to the right team [usr] i don't know if you [sys] if you need any [usr] from [sys] help with a drainage problem [usr] the [sys] press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] from that way and [sys] did [usr] you can [sys] that you can now book drainage services online in a few [usr] with [sys] easy [usr] a with [sys] clicks [usr] a with a camera [sys] 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] no it's a bit more for me the apprentice [sys] good afternoon you're through to [pii] speaking how can i help [usr] we have a commercial property with a blocked drain in toilets [sys] ok is it a commercial or residential property [usr] it's a hotel [sys] any cover with british gas [usr] no no [sys] and just to double check would it be a payment on completion of an invoice [usr] doesn't matter whichever [sys] no worries what's the postcode [usr] if it's easier [sys] of the address [usr] payment on completion rather than set up an account if that's quicker what whatever is quickest we're in [pii] [sys] did you say [pii] [pii] [usr] [pii] [sys] bye and the first line of the address please [usr] haycock mama hotel [pii] [sys] can i take a site contact name please [usr] [pii] [sys] and a contact number please [usr] [pii] [pii] [sys] your line's not very clear [usr] sorry [pii] [pii] [pii] [sys] ok and the booking is for a blockage did you say [usr] we have a problem on our toilets in our ballroom [sys] is there another to that they're able to use [usr] there is [sys] anyone got any health issues at all [usr] no [sys] ok there's no call out charge prices the local office will discuss with you and take payment on completion is that ok [usr] that's fine [sys] just bear with me a moment ok the local office will get in touch with your staff to confirm when they'll be attending [usr] ok [sys] if you wanted to know sooner i can provide you with a direct number you could give them a call [usr] ok i'll call with him [sys] bear with me i just got the number for you [usr] where are they based [sys] [pii] [usr] all right cool [sys] ok the number is [pii] [usr] yep [sys] [pii] [pii] [usr] ok thank you [sys] all right take care thanks [usr] [pii] [sys] bye [usr] thank you [sys] no worries bye bye [usr] alright bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit ino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening you're through to [pii] how can i help you today [usr] yes good evening i wonder if you could help me i've got drawing a bloke outside the kitchen i phoned another company who just left and they could not do it because apparently they need a special equipment or something do you think you can come and help me please [sys] is it just the kitchen going out block [usr] the kitchen sink they they say they can block it but they didn't i just try and put the water on and the water doesn't run out and the [sys] is the toilet working [usr] sorry [sys] is the toilet working [usr] the what [sys] the toilet [usr] the coil is working [sys] right ok if the toilet's working ideally we'd be looking to come out to you tomorrow and prices would start at 100 and £80 wouldn't be able to get someone out this evening as it's wouldn't be classed as [usr] no [sys] an emergency [usr] no it's all right it's all right i can't wait tomorrow friday whatever [sys] you can wait ok can i take your first and last do you have british gas cover for plumber and drains [usr] no i got emergency cover with my insurance that's the thing they told me to find somebody pay and then send the the the the invoice to them [sys] let's see ok are you ok to pay by cash or card and then do it and then deal with them after is that ok [usr] i pay you but you gave me the invoice and i send it to them [sys] ok can i take your first and last [usr] my [sys] name [usr] first [sys] please [usr] name is [pii] [pii] at the end [sys] and your [usr] [pii] [sys] surname [pii] and can i take your telephone [usr] [pii] [sys] number please [usr] [pii] [pii] [pii] [sys] [pii] and the first [usr] [pii] [sys] line of the address [pii] [usr] heading [sys] and the postcode [usr] the [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] the enclos [usr] in [sys] end [usr] [pii] [sys] of it bye there's no vulnerable adults in the property [usr] pardon [sys] is there there's no vulnerable adult at the [usr] no [sys] property [usr] no [sys] is [usr] no [sys] there ok i'll get that booked in for you now let me just see what dates i've got available for you apple smoking the next availability of tomorrow is an all day appointment between eight and 6 p.m. is that ok [usr] between eight and 6 p.m. ok [sys] the engineer will call you 30 minutes before arrival [usr] ok [sys] tomorrow [usr] i [sys] to let [usr] suggest [sys] what time you'll be [usr] i [sys] getting [usr] suggest [sys] there is that ok [usr] if you could do it in the day time because you can see better because when it's dark you can't see the drying properly [sys] i said we have lights and drains on the van we will be able to work [usr] pardon [sys] ok [usr] ok [sys] ok ok [usr] ok [sys] what we will do is come during the day anyway we'll look to come during the day and if not we've got lights [usr] all [sys] on the [usr] right [sys] van ok [usr] ok that's fine that's fine ok i'll see you tomorrow between a and six ok thank [sys] ok [usr] thank [sys] thanks for [usr] you [sys] your call [usr] bye [sys] [pii] | 0Appointment / Booking
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[sys] thank you for calling diner road our calls are recorded hello [pii] [usr] hello was it yourself i was speaking to a few moments ago there [sys] it was [usr] i'm [sys] indeed [usr] sorry [sys] yes [usr] there was another person on another phone and i had to take the call sorry [sys] no don't worry these things [usr] yes [sys] happen what can [usr] yes [sys] i do for [usr] it [sys] you [usr] was there is a blockage down at the property in a field the neighbor had went down to check it for me but he said it seemed to be pretty well blocked but he said if i could have got the septic tank cleared but do your company would they look at that even that blockage to see if there's anything they could [sys] more [usr] do [sys] i am going to take some details from you and the best guy to be able to advise on which service would be most suitable would be a guy called [pii] and if i take your details and pass those on to [pii] he'll be able to best advise [usr] right [sys] you [usr] ok [sys] is [usr] yes [sys] that ok [usr] that's ok [sys] no problem can i take the address of the property [usr] yes [sys] please [usr] [pii] [sys] [pii] and your postcode [usr] [pii] [sys] please no problem and your name please [usr] i am the person that owns it [pii] the lady on the property is a missus [pii] [sys] [pii] would you be the best lady to contact with regards to cost and availability and what's the best [usr] yes [sys] service [usr] yes [sys] that you'll need [usr] i would i own the property [sys] no problem and is the blockage causing any problems [usr] they can't [sys] within the property [usr] no when they go when they flush the toilet she says it's just filling up again it's not getting away completely [sys] ok no problem okey dokey and is there only [usr] there [sys] one toilet [usr] are [sys] within [usr] there's [sys] the [usr] a toilet [sys] property [usr] and an ensuite and then a toilet in the bathroom [sys] and the [usr] they're [sys] toilet [usr] both [sys] that's causing [usr] they're [sys] the problems is it upstairs [usr] all [sys] or downstairs [usr] it's all on the one level it bungalow [sys] ok no problem and parking wise [pii] what's it for [usr] you can [sys] vans [usr] drive [sys] to [usr] yes [sys] get into [usr] could drive a van that in right through the front ok [sys] huh no problem that's grand [pii] the mobile num or the number you're calling me on is a [usr] no [sys] landline number [usr] i'll [sys] is [usr] give [sys] that the [usr] you [sys] best [usr] my [sys] number to get you on [usr] [pii] [sys] go on ahead [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] that's no problem [usr] ok [sys] [pii] i'm gonna [usr] thank [sys] pass [usr] you very [sys] those [usr] much [sys] on now and [usr] now [sys] [pii] [usr] bye [sys] will give a shout back [usr] bye [sys] shortly [usr] hello [sys] okey doke you're very welcome bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's free did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk s leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you hi you're through to how can i help [usr] i i was just wondering what i've got a bad smell coming from my my what's it called shower shower drain just i think it's sewer gas and i was just wondering if there's anybody who can come and have a look at it [sys] what was that a blocked internal drain [usr] internal brain [sys] are you able to use the toilets in the property [usr] everything else works fine just er [sys] is it just a shower [usr] i think it's coming from the shower it's quite hard to work out but i think it's coming from there it's after we come back from holiday refilled it we tried to do stuff with it tried to plunder it myself it doesn't seem to make any difference bleach it whatever it's just still there's a smell coming from the area and i can't work it out [sys] there's a smell of sewage in the house [usr] i think it's more sewer gas [sys] is this regarding a domestic property or a commercial [usr] domestic [sys] ok do you have british home care cover for your plumbing and drains [usr] no no i don't have any of that no [sys] ok can i take the postcode please [usr] it's [pii] [pii] [sys] ok just bear with me a second the soonest we'll be able to get someone sent out to you would be sometime next week [usr] ok [sys] i need to fill in a couple more details before i can get to that point but [usr] ok [sys] in regards to the price and the procedure we don't have a call out fee that means we don't charge customers for the engineer coming out to the property [usr] ok [sys] but once they do they'll carry out an assessment they'll let what the issue is as well as a quote you'll then need to agree to the quote for the engineer to then start the work as it's payment upon completion cash or card [usr] ok [sys] and for during the week monday to friday within office hours 8 a.m. to 6 p.m. the starting price for and i'm booking is 100 and £70 [usr] 100 cents a pound [sys] and that's va included [usr] ok and what what days you got off you can only in half day ok you do what are you in half day tuesday ok tuesday what time can you come what avail slots have you got available [sys] again i need to fill in a couple more details before i can get to that point [usr] ok [sys] if i could take your first and surname please [usr] it's [pii] [sys] and your mobile number [usr] [pii] [pii] [sys] we've got [pii] [usr] that's correct [sys] the first line of the address [usr] [pii] [sys] anyone at the property that has any vulnerabilities we should be made aware of [usr] no [sys] ok just bear with me a second [usr] bye to agree to it i'll see what the problem is that you said i think he was mistaken together [sys] we've got tuesday afternoon afternoon would mean an engineer would attend at any time between one and 6 p.m. [usr] morning 6 p.m. that would work [sys] ok that's all booked in anything else i can help you with [usr] no that's it thanks thank you very much [sys] great you're welcome take [usr] right thank [sys] care [usr] you bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the option 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 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 thank you for calling [pii] speaking how can i help [usr] hi there mr [pii] i think i've got an outside dream problem i feel that er when when someone has a shower we've got a manhole cover on the drive and it seems to took a bit of water out now and then i'd to check it out please [sys] ok and it's a domestic property is it [usr] y yes yes yes [sys] and do you have british gas home care cover for plumbing and drains [usr] no i'm not a british [sys] no [usr] gas customer [sys] no problem if i could start by taking the postcode first of all [usr] sure are are are you a local company or are you coming from [sys] i'm in well we're a nationwide company [usr] wwwwwww what where where do you guys come from i mean it's to me [sys] iiiiii i don't know ii i don't [usr] i see [sys] know exactly but it'll be somewhere near [usr] i see ok right ok right ok postcode er [pii] [pii] [pii] [sys] [pii] let me have a look [usr] be still hunt it's it's not an emergency it's just something that [sys] ok [usr] i'm aware of something that just started to creep in the last day [sys] sure [usr] or two and i thought maybe i should get a look at it never had a ever never ever [sys] right [usr] had anything done [sys] got [usr] this [sys] you [usr] though [sys] and what's the house number [usr] [pii] [sys] let me see if i can find it i've got it and what was your first [usr] bye [sys] name again sorry [usr] i've got a very unusual name [sys] ok [usr] i'll i'll spell it for you [pii] [sys] [pii] got you [usr] [pii] is my [pii] [pii] is my surname [sys] got you [usr] [pii] [sys] and if i could also take a contact telephone number [usr] even this number mine as good as any my mobile you can ring [pii] [pii] [sys] [pii] [usr] [pii] or i've got aaa home number [pii] [sys] 67 right let me just [usr] and [sys] ok [usr] that's gonna but but [sys] right [usr] she'll be [sys] ok [usr] somewhere there cos i i i'm [sys] right [usr] i'm in the house for a while [sys] ok [usr] well well [sys] right well let me just type in what you've told me the issue is bear with me [usr] ok ok [sys] and is there anyone at the property who may be considered vulnerable anyone who may be blind or wheelchair [usr] in [sys] bound [usr] what respect [sys] no [usr] no iiiii [sys] you've got what sorry [usr] i had an operation last week i [sys] right ok [usr] i [sys] ok [usr] had an operation [sys] good [usr] last week and i'm here [sys] no good [usr] but not not not not [sys] ok [usr] of any physical [sys] right [usr] dissect [sys] well let [usr] you [sys] me just [usr] know [sys] get the appointment slots up bear with me [usr] sure [sys] right let's have a look let me just see what slots we've got [usr] as i said it's not it's just a routine [sys] no [usr] thing [sys] well i [usr] i [sys] i'm [usr] i it's not as [sys] right [usr] though it's caused me [sys] i mean [usr] a [sys] i know you say [usr] an [sys] it's [usr] emergency [sys] not an emergency [usr] or whatever [sys] i've got a slot [usr] it's just [sys] for tomorrow morning [usr] something [sys] if you're [usr] i'm [sys] available [usr] aware of [sys] ok ok [usr] i just i'm around tomorrow tomorrow [sys] ok [usr] tomorrow morning [sys] no problem it's between eight and one [usr] i'm i'm [sys] but the engineer [usr] i'm [sys] will [usr] around [sys] give you a [usr] tomorrow [sys] phone [usr] morning [sys] call [usr] no problem [sys] when they're on their way to you ok what well [usr] ok [sys] let me explain [usr] ca ca [sys] how [usr] can [sys] it works [usr] i ask [sys] the [usr] what [sys] engineer [usr] what [sys] will come the [usr] price [sys] engineer will [usr] range [sys] come [usr] are [sys] out [usr] we talking [sys] obviously [usr] about for these sort [sys] they'll [usr] of [sys] have [usr] things [sys] a look at what the issue is and once they've done that [usr] ohh [sys] they'll 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 of cash or [usr] ohh [sys] 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 is that if you do decide to go ahead prices start at 100 and £80 [usr] i [sys] including [usr] see [sys] va t including [usr] £180 plus the the normal [sys] exactly [usr] price [sys] it depends what [usr] does [sys] the issue is that's why the engineer [usr] that [sys] will [usr] depend [sys] assess it [usr] on [sys] first [usr] the [sys] and [usr] problem [sys] then tell you [usr] with the drain or or [sys] well it [usr] a [sys] depends [usr] silly [sys] i mean if you need [usr] a silly [sys] a whole new [usr] question [sys] drainage system [usr] what [sys] installed [usr] are the prices go [sys] that [usr] up to [sys] that [usr] then [sys] could [usr] if [sys] be [usr] i [sys] thousands [usr] start at 1 80 plus 80 [sys] it all no of course not no i mean i i doubt [usr] i [sys] it very [usr] thought [sys] much [usr] what you mean [sys] it is but it all depends [usr] i see [sys] on what they find [usr] 00 i hope not i hope not i hope not [sys] exactly [usr] ok the engineer [sys] no including [usr] give will give me a quote [sys] va t [usr] ok but what it starts at 100 and £80 plus va t or include va t [sys] no [usr] i me a tea [sys] of course [usr] ok it gives you an idea i mean i'm not otherwise i've never done this before but i suppose what you got to check these out sooner or later [sys] correct [usr] ok ok then and the guy an engineer will be in the down the road guys come round [sys] no [usr] between [sys] it's usually [usr] eight and [sys] within [usr] one [sys] about half an hour [usr] tomorrow [sys] of them turning [usr] but but [sys] up [usr] er when when will you give me a ring if he's gonna be coming around eight and one this evening or tomorrow what [sys] right ok i mean he if he [usr] no [sys] was coming [usr] no [sys] for bang [usr] no no what [sys] on [usr] what [sys] eight [usr] i mean [sys] you would [usr] is [sys] probably [usr] that if [sys] get a call [usr] the guy's [sys] about [usr] gonna [sys] 7 [usr] come for [sys] 30 [usr] eight o'clock i've got to make sure we're up for eight o'clock what i mean [sys] exactly all right [usr] i see it he he let [sys] correct [usr] me go half an hour beforehand ok all right ok ok all right anything between eight and one tomorrow but it [sys] no problem [usr] ok well i'll go along with it i'll i'll try it once i'll see what happens i've never done [sys] my [usr] it before [sys] name's [usr] but [sys] [pii] [usr] i must admit it supposed to happen to everybody ok then and and and and and and just from some of my [sys] ok [usr] records who am i speaking to your name is [pii] [pii] [sys] no of course [usr] ok right thank you ok it it just it just it just [sys] right [usr] it gets [sys] got [usr] when it [sys] you [usr] comes to who do you speak to blah blah blah i'm not sure they will do i but i er i [sys] ok [usr] spoke to people in the past and who did you speak to i didn't get the name ok right ok ok thank [sys] exactly [usr] you very [sys] exactly [usr] much indeed ok someone somebody's gonna call her tomorrow just a rooting call i'm i'm not asking to call not the moment anything it's just a routing thing that's [sys] i have [usr] fine [sys] absolutely [usr] ok [sys] no idea [usr] you got the address [sys] i have no [usr] 30 [pii] [sys] idea where he lives [usr] er where where [sys] well [usr] where [sys] ii i don't [usr] does this guy got going [sys] i don't [usr] back to [sys] know [usr] square [sys] that i don't [usr] one [sys] meet [usr] which [sys] the engineers [usr] center [sys] i never [usr] of what [sys] get [usr] is [sys] to [usr] this [sys] see [usr] guy [sys] them [usr] driving [sys] i've [usr] from [sys] never met [usr] then [sys] any [usr] i see you have no idea [sys] correct [usr] ok fuck come [sys] correct [usr] ii i see i see but [sys] no problem [usr] but [sys] take [usr] it [sys] care [usr] it it isn't done you are done i think that's ok alright [sys] the what [usr] i'll [sys] sorry [usr] i'll i'll i'll i'll see you sometime tomorrow morning [sys] ohh [usr] we'll [sys] good [usr] have a look at it ok [sys] no problem i'll let [usr] thanks [sys] him know [usr] er by the way the the the we have a driveway the guy can drive straight off he ends at the park on he ends up at the park [sys] no problem [usr] on the road [sys] at all i'll let him know [usr] you can put on there as a drive when you drive through it in and i've got a i've got a big drive you can park on the top of the drive while [sys] no [usr] he wants [sys] problem [usr] to [sys] thank you very much i'll let him know thank [usr] you let [sys] you [usr] me know [sys] bye [usr] straight driving [sys] bye [usr] i ain't not worrying [sys] bye [usr] about off road parking or whatever i'm gonna i've got my own driver ok ok then thank you cheers bye bye right right any time between eight and one that's all i know | 0Appointment / Booking
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[sys] thank you for [usr] he's [sys] calling dino rod partners with british gas please listen to the options carefully we can [usr] thanks [sys] get you to the right team if you [usr] is [sys] need [usr] no [sys] any [usr] one [sys] help with a drainage problem press one [usr] please just [sys] if [usr] put on as [sys] you [usr] an [sys] require [usr] emergency [sys] our plumbing services [usr] is there anyone that's [sys] press [usr] willing to [sys] two [usr] do that it's [sys] or [usr] not [sys] if you have an existing home care policy it's three [usr] is there [sys] i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have did that you can now book [usr] you what [sys] drainage [usr] she did [sys] services [usr] it before i tell [sys] online [usr] her i let [sys] in a few [usr] her know [sys] easy clicks visit dino dot com [usr] please [sys] for details [usr] go ahead i'll [sys] alternatively [usr] someone go over [sys] please [usr] again [sys] hold and your call [usr] that's [sys] will [usr] your deal [sys] 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 [usr] good morning speaking [sys] money [usr] hi how are you [sys] i used to at [usr] good good thank you [sys] hello [usr] hello [sys] you can [usr] sorry say that again i just had to answer the other phone ohh no [sys] you're speaking to [pii] at how can i help [usr] hello we work for a local nursery in [pii] and our toilet is constantly and that would be slow in every time we try and use our washing machine the toilet just goes again [sys] all right we can get something out for that i just need to take a few details and i'll send them to the engineer and he'll give you a call back with the time and the price [usr] perfect [sys] what's the postcode for the nursery [usr] [pii] [pii] [sys] what's the name of the nursery [usr] code nursery in [pii] [sys] just check you don't have any cover with the british gas for your drains at this property at all [usr] i wouldn't know i'm afraid [sys] ok [usr] he's gonna help me as well [sys] and [usr] we're only gonna have two you can go into she now ma i fuck it up and let them go [sys] right [usr] clean it with me [sys] bit of a stupid question is anybody vulnerable at the property at all [usr] obviously got children here vulnerable no staff members are it's just obviously the children that we work [sys] which [usr] around [sys] has just one second what's [usr] they're [sys] the best [usr] fine [sys] contact [usr] coming [sys] number for [usr] in [sys] the engineer to ring you up [usr] it's [pii] [pii] [pii] [sys] i just take your name as well [usr] [pii] but you can ask for the manager [pii] [sys] ok that's all the details i'll need i'll send this to the engineer now for then he'll give you a call back shortly just to let what time what price it will be do [usr] amazing [sys] you normally just do you normally just get invoice for these works do you [usr] if [sys] you do [usr] no one answers the number i gave you you can ring this number [sys] it's your mobile ending [pii] at the end that's fine that's fine i'll send the details over now and you'll get a call back shortly [usr] amazing thank you much [sys] no worries bye now [usr] thanks bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] right then [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one [usr] the [sys] if [usr] problem [sys] you require our plumbing services press two [usr] would it be [sys] or [usr] a training [sys] if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino 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 [usr] hi [sys] i help you [usr] i've received your number from my landlord and i've been advised to give you a call what it is i've got a blockage outside somewhere that's leading from my toilet now my toilet's blocked at the moment and at the [sys] appreciate [usr] moment we're going to the toilet but if we need to go for a number two or anything that we're in in bags at the moment i need somebody to come out and have a look [sys] ok are you the one making the payment or your landlord [usr] ba my landlord is asked me to give you a call but then you need to phone my landlord or my landlady [sys] no if it's the one pay making the payment then you will need to call [usr] but he [sys] you will need to call us to make the booking yes [usr] what i need to do i need to book somebody to come out for tomorrow if possible but then he wants me to get somebody from yourselves to give him a ring [sys] no it's whoever is making the pin that makes the [usr] is [sys] booking [usr] it but he should he should he's your landlord he should have just phoned them anyway to do it [sys] that's you should just call and make the booking [usr] well i i [sys] and [usr] i don't understand why he's asked me to phone you then because what it is i've got children at home obviously i need somebody to come and sort the blockage out for me [sys] i understand because if you if once we make i make the booking now you'll be the one to make the payment [usr] right if i give him a call back now and say you you've asked me to get him to phone you [sys] yes [usr] no [sys] we'll make the booking immediately that's not a problem [usr] right ok [sys] at all [usr] not a problem i know [sys] ok [usr] but it it right ok sorry it's just a bit of a a bit of a hard time at the moment trying to sort stuff out but i'll get i'll give him a call right now and i'll [sys] i [usr] get [sys] understand [usr] him to give you a call [sys] ok [usr] thank you [sys] thank [usr] bye [sys] you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i did that you can now book drainage services online in a few easy clicks visit [usr] don [sys] dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to my name is how can i help [usr] hi i booked a engineer's visit online and i think i've got someone due to be coming out tomorrow but i just wanted to check a rough time to make sure i'm obviously there and try and get a quotation a rough price what you think it would be [sys] what's the postcode please [usr] it's [pii] [pii] [sys] and the first line of your address [usr] [pii] [sys] ok you've booked in between one and six [usr] right ok i won't be home from work until about half past two [sys] ok i i will just i will leave a note for them to attend from half two onwards but be [usr] that's [sys] aware [usr] fine [sys] that could that could disrupt them bear with me a quick second [usr] or if it's easier i can book another day if it has to be a time schedule [sys] i mean ii [usr] a slot [sys] i will book i will i'll just leave the note there because there's only three windows there's 8616 and all day [usr] right right right [sys] i'll i'll just leave a note and if if they need to reschedule [usr] thank [sys] it they [usr] you [sys] will just let [usr] that's fine that's fine [sys] ok [usr] no problem [sys] and [usr] at all [sys] then let me see what the nature of the job was sorry [usr] it was a gargling [sys] ok [usr] toilet [sys] that would be that for that there will be a start price of 100 and £70 which includes va t even though it says the start price if it's not something crack pipes or some can drain or something [usr] sure [sys] that price [usr] then [sys] tends [usr] that's [sys] to just remain the same [usr] that's fine [sys] ok [usr] that's fine no problem [sys] all right no worries [usr] all right that's great hopefully i'll see somebody [sys] cheers [usr] tomorrow [sys] take care bye [usr] thanks a lot bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] hello [sys] hello [usr] hi good morning i think our drains are blocked because both our toilets the upstairs and downstairs don't flush anymore and we've had this before and then you came out or dino came out and just totally unplugged everything from outside i was wondering if anybody is available to come around today [sys] i can certainly check what's your post code [usr] that's [pii] and it's [pii] [sys] can i just take your name [usr] my name is [pii] and then [pii] [sys] and i have a contact number for you ending [pii] good stuff nobody at the property who is a vulnerable person is there [usr] no [sys] and you've not since the last time we came you've not got british gas home or have you [usr] no [sys] for plumbing and james [usr] no [sys] no worries ok but with both of your toilets being blocked that will go through as an emergency appointment long as the local pardon me long as the local office have engineers working today which they absolutely ought to do [usr] ok i can imagine it's the rain [sys] we [usr] maybe [sys] will get the engine in well we'll get there to you today essentially [usr] and and there's [sys] it [usr] there's going [sys] it's [usr] to be [sys] about [usr] there's going to be a window where either of us are not physically in the house but i can be back within 10 minutes if it's possible for them to ring from 12 onwards there will be somebody in the house at all time but it's just this morning i have to drop somebody off [sys] that's absolutely fine and they'll give you a call prior to arrival to let they're on the way as well [usr] ok great fabulous [sys] rough estimate is about 212 and that [usr] that's [sys] includes [usr] fine [sys] the va t [usr] ok thank you [sys] no worries ok i'll get a text sent over to you now and we'll see you soon [usr] thank you thanks very much bye bye [sys] no worries bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] indeed [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 did that you can now book drainage services online in a few easy clicks visit dino dot com for [usr] that [sys] details [usr] for me [sys] alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] anything else [sys] afternoon [usr] do [sys] how can i help you [usr] hello my name's [pii] i'm a house manager in [pii] which is a retirement block of flats er one of my residents has got a blocked sink kitchen sink we've had the local plumber out who's plunged it and put some is it acid down and what have you but he he said it's more of a major thing and to ring you guys [sys] no problem [usr] reason [sys] there's a blockage in the drain [usr] yes in the ki well the kitchen [sys] no problem what's the postcode please [usr] wr 12 7 dl [sys] and the first line of address [usr] [pii] [sys] [pii] thank you and he said that it's for a retire retirement home [usr] yes we're they all all individual books of flats [sys] and would it be built under an individual or a company would [usr] pardon [sys] it be built under an individual or a company [usr] it would yes yes [sys] on ok are you calling it for yourself right you ordering [usr] i'm i'm i'm calling i've got the the lady [sys] hm [usr] and gentleman here but it's as they're in their nineties [sys] got [usr] i thought i'd ring [sys] you no worries just to let about pricing then first of all just confirm for me if you're aware of a home care policy at the address with the british cars do if they've got one [usr] no [sys] no [usr] i don't [sys] problem [usr] think they have [sys] i just double check your name but if not then it's 100 and £80 180 for no blockage monday to friday 8 a.m. to 6 p.m. and that's inclusive of eet is that ok perfect [usr] yes that's fine [sys] may i take your name please [usr] my name's er [pii] [sys] thank you and the best contact number [usr] [pii] [pii] [sys] perfect thank you just gonna read that back to you make sure i've got it right [pii] perfect [usr] that's it yes [sys] and i do just have to ask for the purpose of the call can you just confirm if there's any health issues or vulnerabilities to state for the engineer perfect i'm just gonna check [usr] no [sys] now what availability [usr] no [sys] we've got [usr] real [sys] thank you [usr] ok thank you i think just and ok well do very well done indeed school there i think you right in the shop [sys] ok perfect we can get someone out to you as early as tomorrow morning between eight and one is that ok perfect i'll book that in for you now [usr] ohh [sys] just [usr] that's [sys] have your phone available and the engineer shall give you a call to let when they're on their way and then it's just payment with the engineer by cash or card [usr] awful [sys] thank you [usr] ok brilliant [sys] no [usr] that's [sys] worries [usr] super [sys] you take care now bye bye [usr] brilliant thank you ever much for your help alright and you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team [usr] what did you wear last [sys] if you need any help with a drainage problem press one [usr] just where my [sys] if you require our plumbing [usr] two of them [sys] services [usr] two of them blue [sys] press [usr] ones [sys] two [usr] are they too big [sys] or [usr] for you these [sys] if you [usr] are them [sys] have [usr] six [sys] an existing home [usr] they're [sys] care [usr] six [sys] policy it's three [usr] they're seven ok i can't hear you hear me [sys] i'm sorry i didn't get anything if you need any help with the drainage problem best one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] huh [sys] we record calls for quality and training purposes [usr] six [sys] thanks for protecting [usr] ok [sys] your home with british gas our nationwide team of expert engineers are always on hand to help [usr] no good [sys] and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hiver new boiler offers search british gas offers online or ask us today [usr] get off the table you can run with it i haven't got any i've not got any [sys] at british [usr] for [sys] gas [usr] minute [sys] we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes [usr] just put in from yesterday i don't have the money [sys] want to save a few £100 a year on your energy bills ask us how a hive thermostat could help you sold in apartment [usr] hello [sys] and you're through to the department [usr] sorry hi my [sys] what you [usr] right [sys] breaking you [usr] my [sys] breaking [usr] landlord's [sys] away [usr] got home [sys] there [usr] care this is an ongoing issue with the [sys] yes i can [usr] you guys can right can you hear me now right you guys came out in may then made a hole to see whether it was leaking but couldn't find the leak but then realized we had to do some more investigation er somebody else came out then more investigation to see whether it was asbestos or not in the ceiling the asbestos people come out and then after that i've heard nothing until last week where i've been chasing and chasing to find out where what's going on because the shower is still leaking an engineer came out last week cut a big hole in the ceiling and it turns out when it needs a new trap he said that [pii] order will get one ordered and be in touch with me and let me know when he's gonna come back to fix it i've heard no more the shower is leaking constantly when when we've been using it cos we have to use it and now it's backed right up again and it's not even draining away the water's not even draining away now i can't even use the shower i i need [sys] hm [usr] to know when [sys] no [usr] the [sys] i understand [usr] engineer is coming [sys] can [usr] back [sys] i have [usr] out [sys] your [usr] because [sys] own agreement [usr] i can't live [sys] number [usr] this [sys] please [usr] with no shower there's five of us in this house it's [sys] post [usr] not it's not [sys] no [usr] doable [sys] give me the post code [usr] and this goes on since [pii] [sys] [pii] [usr] i don't know what it is i can give you the address [sys] yes [usr] [pii] it's not at all sorry [sys] it's [usr] it's not sorry [sys] [pii] [usr] it's [pii] [pii] [sys] and your door number please [pii] [usr] [pii] [sys] i will check now as soon as i get your [usr] [pii] [sys] account open can i have your [usr] i've got a reference [sys] landlord [usr] number if that helps [sys] name and surname please [usr] ok [sys] [pii] ok what [usr] [pii] [sys] just waiting for it to open pardon my silence hey [usr] that's alright no worries open loosen up the laces pull [sys] just [usr] the tongue out [sys] still [usr] and then [sys] waiting [usr] put your foot [sys] for [usr] in [sys] it [usr] rather [sys] to load [usr] than put it in the back down ok [sys] why is it taking long sorry for this here we go [usr] i not [sys] yes [usr] try and do it [sys] ok can you just give me the first line of address please ok now i'm opening your property where you at i don't know why the system is slow today [usr] 27 [pii] that's not how you do it no it might no it's not it's not no it's not how you do it watch watch [sys] almost done [usr] ok i try it [sys] sorry for this now hey [usr] tight tighten it yes it and then make [sys] it's [usr] a loop [sys] almost [usr] with that [sys] downloading [usr] one wrap that one round [sys] here we go here [usr] ok see just to just practice it on monday [sys] ok [usr] i can't do that [sys] let [usr] but you have [sys] me see [usr] to wait [sys] here [usr] got a drink good what why did you think about bottles there right you've gotta get a bottle but i am not doing this prep yourself and get yourself sorted [sys] you seem to be having your hands full on that [usr] i know [sys] side [usr] we've had loads [sys] hey [usr] of them kicking around that cost me every time this is ridiculous and this is stressing me out i've been waiting since may to have this done i know it's not your fault but i just [sys] ok [usr] went into [sys] i'm going [usr] black [sys] to [usr] hole then i found out from the asbestos people that they'd done the report rang back [pii] turns out that they sent it back to a girl [pii] who no longer works [sys] ok i'm going [usr] for [pii] [sys] to book you another appointment [usr] and [sys] ok [usr] that's it everything disappeared [sys] just give me a second [usr] it's now he's come out he's backed up i've got five of us in this house and i can't even have a shower because the water's now not draining away is he gonna fix it cos is the truck gonna get but he said that [sys] ok [usr] the well [sys] just [usr] [pii] [sys] give [usr] wanted to [sys] me [usr] be in touch [sys] a bit [usr] with me [sys] ok [usr] to to er [sys] now [usr] make [sys] there [usr] a booking [sys] is [usr] to [sys] a leak [usr] return he can return [sys] ok ok [usr] to fix the trap [sys] let's see [usr] but even that i mean i think [sys] and [usr] you [sys] the [usr] come [sys] blockage [usr] out tuesday tuesday wednesday last week and and that it doesn't take that long there there's always been a leak but now the water's backed up and i can't even we [sys] ok [usr] can't even though we were using a shower we'll put the bucket under the book and we [sys] ok [usr] can't even use the shower now cos the water is not draining away it's the top of the i need somebody to come out and get of drains and get this fixed cos it's just causing damage [sys] package [usr] it's not done i don't think but we'll try well we're done i don't think it is bad ok go on let's go no you go out you're gonna run into the cup and get a bottle but you [sys] well [usr] need some water you can't be going for an hour and a half drink any water you come on in and get it you're getting one where you sit but [sys] will you be [usr] it's [sys] home tomorrow will you [usr] sport [sys] be home tomorrow [usr] you need the don't drink juice [sys] you [usr] it's [sys] see [usr] a pound [sys] the thing is it's an all day appointment if i do i've got an am appointment that that that's only on friday [usr] carry on i wasn't even getting sorry no well i work well it depends on what time i work [sys] they need to come and fix the problem because the notes will be on the previous engineer that was out there or plumber that was out there it should be there the notes that they need to bring the trap just ok [usr] and what [sys] i'm [usr] is he [sys] gonna [usr] gonna do [sys] i'm [usr] tomorrow [sys] just gonna place you on a brief hold i'm just gonna get a hold of [pii] ok thank you ok sorry what were you saying [usr] has anybody ordered the trap [sys] ok [usr] ok thank you there's no point in coming just to well it ok well no it's fine it's fine it's ok [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance [usr] that's [sys] policy [usr] what me [sys] towards [usr] up there's [sys] abuse [usr] everywhere [sys] of our employees [usr] no one will pick [sys] who [usr] it [sys] have the [usr] put [sys] right [usr] it [sys] to terminate any customer [usr] july [sys] call if they receive abuse of any nature please offer our employees the same respect they offer you [usr] come on [sys] you can book your annual service appointment in our map in just four taps wherever you are whenever you search for the british gas app on apple store or google play [usr] just in the car harry doesn't matter there's nothing to do with anyone [sys] we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas [usr] we're going to take that and run in the pub and get a bottle of water please just text out to me and tell him i'm on the phone and going over hang on get my phone | 0Appointment / Booking
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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 did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers good afternoon you're speaking to [usr] but [sys] how can i help ok [usr] hi i'm calling from [sys] what was [usr] and [sys] the [usr] brady [sys] postcode [usr] estate agents [sys] for the [usr] i just [sys] site [usr] spoke was speaking to one of your colleagues on the phone but i just got cut off because my phone was playing up i was trying to book in a job the postcode is [sys] hello sorry what was the post code [usr] hello can you hear me [sys] and [usr] [pii] [sys] the first line of the address there what was the first line of the address [usr] sorry two rolls gardens [sys] and what's the problem with the property [usr] waste and excrement coming up into the bath with the pipe we were about she was we were just finalizing the details [sys] that's fine [usr] just [sys] just [usr] five minutes [sys] take the [usr] ago [sys] name of your estate [usr] to [sys] agent [usr] get it booked in tomorrow but then i had issues on my end on the phone and she hung up on me miners and brady [pii] [sys] second ok and what's the best contact number for the person on site what's the best contact number for the person on site [usr] sorry the person on site the tenant i'll just get their number just one moment i got [sys] yep [usr] told that you wouldn't want she the person i just spoke to [sys] yep [usr] said they didn't want any details only the bill payers but i'll give you the number [sys] you [usr] it's [sys] said it was the [usr] [pii] [sys] toilets that were backing up [usr] [pii] [pii] well i think it's just there's just was coming up through the bath and the time slot i was told just a moment ago was to be available between eight am and six pm told the tenants and they'll be home within that time [sys] ok that's fine that's all booked in for tomorrow no problem sir cheers bye [usr] ok perfect thank you very much bye | 0Appointment / Booking
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[sys] thank you for calling dino rod part with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require plumbing 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 [usr] hello i i [sys] good afternoon you're through to my name is [pii] how can i help [usr] hi there i've got a drainage a block drain and i was wondering if someone could come out to help [sys] of course have you ever had [usr] 71 [sys] dinner there before [usr] 71 sorry [sys] have you ever had down over there before [usr] i had someone round on saturday [sys] all right ok [usr] evening [sys] what's your post code [usr] rh [pii] no sorry not sorry [pii] he sorry i just moved house [sys] and the first line of your address [usr] sorry first line [pii] [sys] can i just take your name [usr] yes [pii] [sys] fantastic i've got a contact number ending in [pii] [usr] yes [sys] and i got a blockage what's it affecting [usr] it's a ground and lower ground flat and when you use the shower upstairs or the toilet it will come out the plug of the shower downstairs [sys] ok it backs up downstairs when the shower or when the toilet is in use [usr] and then sometimes when you flush the other toilets as well it does it as well come through the plug of that shower that other toilet from the property [sys] no vulnerable people at the property we need to be aware [usr] no [sys] of is there [usr] no [sys] did you have the toilet removed when you had that last one done [usr] no no he did suggest that [sys] because i got on here toilet needs to be taken off to clear blockage your needs to to remove blockage toilet goes out to pump chamber locked out of the ground bathroom window it sounds to me i need a plumber to come round first to get toilet off [usr] ok [sys] the rough estimate for an unblock is about 100 and 80 [usr] ok [sys] and that includes the va t with regard to the toilet coming off that would be a separate charge but that is free the engineer will come around take a look have a chat with you about what he needs to do [usr] -huh [sys] that straightforward procedure for him but he would he [usr] ok [sys] would give you a quote for it and then as long as you're happy with it he'll take the toilet off him and then we can get that blockage cleared [usr] brilliant are you sure it's definitely the toilet needs to come off [sys] well i mean i can send a p a drainage engineer round again but [usr] i mean no it's it's fine that's fine just do the plumber then [sys] ok ok [usr] it was just that he didn't have a camera or anything but it was quite a i think he was only 21 i wasn't too sure if he he fully knew what he was doing [sys] fair enough fair enough ok need to change that over to plumbing [pii] i can the earliest i've got is wednesday [usr] wednesday room [sys] for the toilet to be removed what we could do is we could set up for the toilet to be removed we can get an engineer to go round and try and take a look and see if we can sort it out without removing the toilet and if you can fix it great we'll just cancel [usr] that'll [sys] the [usr] be [sys] plumbing [usr] good [sys] one and if you can't you've already got it booked in [usr] that sounds good [sys] ok bit of a work [usr] perfect [sys] around but [usr] how long would that be [sys] we'll get the plumber booked in ok ba ba ba ba [usr] -huh [sys] right it's just loading availability for the drainage engineer now show me before wednesday it's even worse no ok the earliest [usr] what [sys] i can do for the unblock is monday the ninth [usr] jesus ok i'll probably give someone else a call [sys] that's fair enough fair enough shall i i'll get the i'll get both canceled for now then if [usr] ok [sys] you do need [usr] thank [sys] us [usr] you [sys] where to find us [usr] no [sys] all [usr] cheers [sys] right best [usr] thanks [sys] of luck mate [usr] right [sys] bye [usr] cheers [sys] bye [usr] bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to [pii] i don know how can i help [usr] hi it's [pii] from kia i work at farnham hospital and we had a call out on sunday and the issue still seems to be happening [sys] ok can i take the postcode please [usr] it's [pii] [pii] [sys] what's the first line of the address [usr] it's [pii] [sys] i'm on the road [usr] [pii] or it might be down as [pii] [sys] y that's wow just to confirm a toilet hail ward and sink issue [usr] that's it it's it's still exactly the same issue [sys] the site contact [pii] [usr] me yes [sys] have you got your number or would it be the same [usr] it's the same number [sys] it'd be the po number from what i see is out of hours request and because it's not out of hours right now [usr] no no no no give me my mo my mobile her call will be fine it's [pii] [sys] do you want me to put your mobile down as the po number because [usr] po [sys] the po [usr] number [sys] i mean i'm gonna need one to raise an appointment appointment but from what i can see the previous po number was noted down as out of hours request and because it's not out of hours anymore i can't use that as the po number if that makes sense you can always give us a phone call back after you've generated one [usr] ic i can't get a po raise today cos we work on cpa s [sys] ok again i can't i can't [usr] m [pii] [sys] raise [usr] and our admin doesn't work today [sys] right i'm not too sure you do need to contact maybe your manager just to see because you can't get one if you could just form another po number in the meantime but i am i am gonna need one to raise an appointment [usr] right ok all right no worries [sys] do you want to give us a phone call back [usr] ii i don't know what i'm gonna do but i [sys] ok [usr] i i don't know but i'll i'll sort something [sys] great no worries thank you for calling in take [usr] all [sys] care [usr] right thanks bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes the current wait time is approximately two minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hiver new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a hive thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too on a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit thank you thank you for calling british gas you are through to home care department who do i have the pleasure of speaking to you this morning [usr] yes my name's [pii] i had an appointment yesterday [sys] got you [usr] for dina rod they never turned up i had to go to [pii] specially [sys] we do [usr] for [sys] that [usr] the appointment it cost me £50 plus on the train they never turned up i phoned nobody [sys] right [usr] ever answers the dina rod number ever i've tried for weeks on and off and yesterday i [sys] right [usr] tried for those six hours [sys] ok [usr] i was there [sys] how much number [usr] i finally got hold of someone from your office at the head office of dina rod and she's made notes on my file i want to make another appointment but i'm really really unhappy and it's a disgusting way to treat your customers [sys] i do apologize because of the experience that you've had [usr] it's not your fault do not your fault at all you are innocent but this is this country [sys] e [usr] this is wrong nobody cares about i pay [sys] ok [usr] over £700 a year for gas and plumbing and you treat me with such disrespect [sys] hm [usr] not your fault but somebody there was no phone call there was no message that they couldn't come it's a complete waste of a day i'm upset but anyway if you look up my records you'll [sys] ok [usr] see it all on there and i want to make another appointment but i don't trust you now will they come [sys] they [usr] it's my other problem [sys] they are supposed to [usr] well they really cocked up this time they messed up six hours waiting [sys] hm [usr] round i've got a job to do [sys] ok [usr] and i don't want to take it out [sys] hm [usr] on you because you're innocent in this but they i'm really complaining in the strongest terms disgusting [sys] ok [usr] behavior [sys] at the end of the yes before we [usr] do [sys] get [usr] you want [sys] there [usr] my [sys] i was [usr] address [sys] just also going to let that should first of all the call disconnected i'll give you a call back and second of all i will also be opening a complaint [usr] i think i i [sys] way [usr] think the lady yesterday opened a complaint [sys] ok [usr] but do complain away as many times [sys] ok [usr] as you want because i'm [sys] ok [usr] sick of [sys] sure [usr] it i'm [sys] alright [usr] really [sys] let's pull [usr] sick [sys] up your [usr] of this [sys] account [usr] behavior [sys] please provide me with either your home care number or your postal code [usr] the post code is [pii] and the address is [pii] [sys] [pii] is the door number postal code is [pii] [usr] yes [sys] ohh [usr] no [sys] [pii] [usr] [pii] [pii] [sys] ok great one [usr] [pii] [sys] moment please while i get this pulled up for us [usr] thanks [sys] sure [usr] thank you [sys] ok [usr] thank you [sys] thank you for holding thus far can you kindly just remind me of your full name ok [usr] [pii] missus [sys] before we continue i hope you understand i need to pass security with you please confirm your date of birth for me thank you email address [usr] first of march 1958 i think it's [pii] [sys] ok it was the first one but thank you for [usr] or [sys] that [usr] it's [sys] i appreciate [usr] [pii] [sys] it last but not least your mobile number [usr] ok [sys] i [usr] thank you [sys] perfect thank you very much all [usr] 079 [sys] right [usr] [pii] [sys] you said you'd to make another booking what is the fault that you are currently experiencing [usr] thanks [sys] ok [usr] well [sys] ok [usr] i've already had someone out and it's he said someone else would need to come out for a two hour appointment it's a toilet that doesn't work the flush is gone and it needs a part in the system i've already had the first engineer out and he said i i haven't got enough time now and i haven't got the part which made sense this appointment was booked for yesterday three weeks ago that's the problem [sys] i have [usr] and [sys] to provide [usr] also [sys] you [usr] it's coming away from the wall the bolt it needs revolting back into [sys] you [usr] wall [sys] bye bye [usr] and i think the first engineer picks up on something perishing around where the actual thing fits [sys] ok [usr] into the pipe at the [sys] and [usr] bottom i've got three things [sys] you too bye [usr] on one love it [sys] as the first time ok sure [usr] i mean [sys] it's [usr] it's [sys] it's just [usr] if you [sys] that [usr] at [sys] the [usr] my notes [sys] engineer [usr] it's the same [sys] that first [usr] problem [sys] came [usr] as [sys] didn't [usr] the first [sys] have [usr] time [sys] the proper [usr] when [sys] equipment [usr] he came around [sys] to complete [usr] weeks [sys] the job [usr] ago [sys] understood hm [usr] no [sys] ok [usr] he didn't but he did take photographs he [sys] er [usr] took he [sys] no no no [usr] took loads of photographs he wrote down [sys] i [usr] what [sys] wasn't [usr] was wrong [sys] aware that he had [usr] why [sys] done that first [usr] did he [sys] i first need to [usr] i mean [sys] know what [usr] you [sys] the [usr] know [sys] fault [usr] just [sys] is and then i do my research either use the old booking to make a new one or make a fresh new one but irregardless thank you very much for that additional information i do appreciate it [usr] ok [sys] thank you hm [usr] that's all right that's all right no you're very good and i can't do anything [sys] ok [usr] a couple of weeks i'm working [sys] let me also [usr] i can't do [sys] just [usr] anything until after until [sys] hm [usr] the first or second week in october [sys] ok [usr] that's why [sys] e [usr] it was important it was done yesterday [sys] ye yes i can there's a lot that i have to [usr] can [sys] read through [usr] you see [sys] i was [usr] my complaint [sys] going to ask [usr] can [sys] if [usr] you [sys] i can [usr] see [sys] place [usr] my call [sys] you on a brief hold [usr] with your colleague [sys] while i go [usr] on your [sys] through [usr] notes [sys] everything find my feet here [usr] thank [sys] on this call [usr] you good [sys] and then we'll move forward is that all right [usr] ok [sys] yes thank you very much one moment [usr] ok i'll be on hold for a bit ok thank you the [sys] british [usr] cold [sys] gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving you're moving home [usr] ok [sys] did you can now change all your details online any time of day or night wherever you are to save yourself a call [usr] bye sorry [sys] we can create a password for you and your engineer they're definitely who they say they are if you one just ask and we'll sort it for you [usr] allowed [sys] if your boiler and heating are working at their best you'll save money on your heating bills a central heating filter is likely to help you can ask your engineer if you've got one coming and they'll give you an idea of what it will cost [usr] think because inquiry inquiry [sys] ask your [usr] a [sys] advisor or one of our engineers about getting a carbon monoxide alarm fitted if you haven't got one you can't see taste or smell carbon monoxide the gas safety council recommend you keep safe by getting all your gas appliances serviced every year and to have a carbon monoxide alarm in every room with a gas appliance [usr] bye you ok you order [sys] if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit [usr] bye right ok [sys] if [usr] ohh [sys] you're [usr] come [sys] worried [usr] on [sys] your boiler has seen better days and you're a home care customer [usr] don't [sys] you [usr] need [sys] can [usr] this [sys] get [usr] long [sys] a discount on a new one as long as your agreement covers your boiler and central heating just ask your agent about it [usr] correct thank you [sys] if you want to make your central heating system better and [usr] where [sys] more efficient [usr] you say [sys] to help save you money we can help [usr] you [sys] it might surprise you to know we do things replace radiators with newer models and offer a range of things to make your system run better such as power flush to clear sludge these improvements aren't included in your home care agreement but they'll make your heating work better and help save you money [usr] two things [sys] you can book your annual service [usr] ohh come [sys] appointment [usr] on [sys] in our new [usr] can't [sys] app in just [usr] take that [sys] four [usr] long [sys] taps wherever you are whenever you search for the british gas app on apple store or google play we know [usr] thank [sys] how [usr] you [sys] important your home [usr] was [sys] is [usr] the time [sys] if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas [usr] ok [sys] hello there thank you very very much for holding [usr] exactly [sys] i do apologize for the extremely long hold i was doing all my research there [usr] ohh [sys] first [usr] good [sys] of all i'd [usr] i thought you [sys] to tell [usr] i [sys] you [usr] thought [sys] that [usr] you disappeared [sys] the complaint has been officially opened it is attached to your file i saw everything that the agent wrote [usr] ok [sys] that's good and number two i now have the availability open in front of me i've scrolled [usr] ok [sys] forward [usr] thank [sys] to [usr] you [sys] october i think you said the first week you're not available correct the night [usr] ok [sys] ok which a monday ok great i've got [usr] ok [sys] a morning slot and i have an afternoon slot [usr] no i can't do any i can do the ninth of october which is a monday [sys] ok customer request [usr] i better do [sys] yes [usr] the afternoon [sys] it's 126 [usr] because i have to get up [sys] unfortunately [usr] there i have [sys] we [usr] to [sys] don't [usr] go on [sys] have [usr] the train [sys] any shorter [usr] which is another [sys] booking [usr] 50 [sys] slots [usr] £60 [sys] than that i just also want to [usr] the afternoon again will it be 1 to [sys] it i was i was just about to say that as well that i have mentioned [usr] no it's [sys] in [usr] always [sys] the previous [usr] 1 to [sys] notes that [usr] but what happens [sys] the [usr] if [sys] engineer [usr] they don't come [sys] before [usr] i've kind [sys] did [usr] of lost [sys] not [usr] trust [sys] make it to the property [usr] what happens [sys] and you [usr] if [sys] have [usr] they don't [sys] to travel [usr] come [sys] all the way to [pii] which is quite a distance for you put that in the engineer notes they are supposed to protocol is that it's good that a complaint was opened yesterday protocol [usr] thank you [sys] is that if you either can't make it you're running late or you're making [usr] thank [sys] your way [usr] you [sys] to the property you always need to call the customer hm [usr] hm exactly yes because i [sys] your [usr] think [sys] mo [usr] they in the [sys] sorry [usr] past and [sys] to cut [usr] i i thought [sys] you off your mobile [usr] that was [sys] is still [pii] [usr] that he hadn't [sys] at the [usr] she [sys] end it's [pii] [usr] nobody had contacted me and they had my they had my mobile [sys] ok [usr] no one [sys] ok [usr] had contacted [sys] cool [usr] me that was a [sys] ninth of october afternoon slot [usr] yes [sys] no problem if anything mrs [usr] yes [sys] [pii] [usr] yes [sys] thank you [usr] i have [sys] for [usr] all [sys] your [usr] that [sys] understanding [usr] with me [sys] your patience and your kindness [usr] ok [sys] today [usr] well [sys] during [usr] let's [sys] the [usr] do [sys] call [usr] that then i'll put it in on the ninth of october [sys] well you haven't shown it [usr] thank you [sys] thank you [usr] well i haven't been patient i've been furious well if they don't come again and i i don't trust them at all i'll just ring this other number [sys] no [usr] because that's my other complaint i don't know if you noticed [sys] is it [usr] that [sys] the [usr] number they give you on the on the text the dina rod text nobody ever answers and i had this about two weeks ago when i was trying to make the appointment for yesterday no one answers i mean it's unbelievable [sys] hm [usr] and i also emailed them from my phone yesterday [sys] ok [usr] they say if you can't get hold of us email us [sys] i i [usr] and eventually [sys] just [usr] a recorded [sys] wanted [usr] voice [sys] to double [usr] comes on [sys] check [usr] saying [sys] the number [usr] we [sys] that you [usr] are [sys] have [usr] gonna cut [sys] are [usr] off [sys] you talking [usr] call [sys] about the [usr] because [sys] local office number [usr] we are i mean nobody answers i don't understand why no one in the [pii] office answers it's awful [sys] ok sure because i have [usr] well [sys] the [usr] it's [sys] number [usr] just the [sys] of [usr] main [sys] the local [usr] one they [sys] office [usr] give to everybody [sys] as well they will definitely [usr] it's [sys] be able [usr] tell [sys] to [usr] you which [sys] assist [usr] number it is it's the one they texted me to tell me that appointment was confirmed for yesterday i'm just going to my mobile [sys] on the way [usr] ok this is yesterday yesterday i felt in the morning quite reassured i was on the train at 904 there was a text from [pii] saying your engineer is now on the way and i thought great [sys] hm [usr] i'm there for one o'clock obviously they never turned up and they give you this number which is [pii] nobody answers [sys] unfortunately [usr] and i've never [sys] that's the [usr] anyone [sys] same number [usr] answer [sys] that i was [usr] that [sys] going [usr] number [sys] to provide you with [usr] the [sys] the [usr] same [sys] local [usr] with [sys] office number [usr] [pii] i can't remember ohh no it's this [pii] nobody ever answers that no [sys] hm [usr] it's unbelievable it is unbelievable [sys] sure [usr] they must be pulled up on that i mean i've tried [sys] ok [usr] two weeks ago i tried the [sys] if [usr] same number [sys] they don't [usr] in the end i got hold [sys] and [usr] of one [sys] then [usr] of your [sys] we [usr] colleagues [sys] can hopefully [usr] because [sys] book [usr] i phoned [sys] in another [usr] the main [sys] one [usr] diner [sys] for that [usr] world [sys] same [usr] number [sys] day [usr] which got me through to home care [sys] it is [usr] i can get [sys] all [usr] you on [sys] right [usr] this number which is [sys] ok [usr] good [sys] then [usr] but at least that's a fallback if if they don't turn up [sys] hm [usr] the third one this is [sys] it [usr] crazy but anyway let's hope they turn up on that [sys] yes [usr] one [sys] that an investigation [usr] but i've got no i don't [sys] and also [usr] even know what a complaint [sys] it depends [usr] does i [sys] what [usr] won't get any compensation [sys] you and the agent [usr] for my journey [sys] had come [usr] i won't [sys] to [usr] get [sys] the [usr] i won't get anything [sys] conclusion [usr] i don't know what what does an [sys] or [usr] official [sys] the agreement [usr] complaint [sys] that [usr] do [sys] you had come to [usr] just tell them off [sys] regarding that issue did she offer or he offer compensation yes yes no [usr] no do you mean yesterday when i phoned [sys] they [usr] at [sys] didn't [usr] six when i phoned at half past five and nobody had come no no they didn't i mean i just wanted to i was upset i wanted to make a complaint and also say were they ever gonna come and i waited till six o'clock just hoping they would come well how stupid was i cos they didn't [sys] alright then [usr] i didn't i [sys] thank [usr] know i'm just interested [sys] you very much for [usr] in what your [sys] understanding [usr] compensation entails [sys] i just [usr] i don't [sys] want [usr] but [sys] to make [usr] and it doesn't [sys] sure [usr] matter because [sys] that [usr] it's been [sys] this [usr] and gone [sys] booking [usr] yesterday's [sys] is [usr] been [sys] for [usr] and gone [sys] number one and not [usr] but just [sys] number [usr] interesting [sys] 33 [usr] but anyway [sys] or it's it's for [usr] let's [sys] number [usr] see what happens with the ninth [sys] 133 no i made it for 133 [usr] no [sys] ok [usr] it's not for number one it's for 133 have you [sys] ok [usr] made it for [sys] sure [usr] number one [sys] alright then [usr] well [sys] yes it is [usr] i've got two separate accounts i've got i've got accounts for my home and i've got accounts for [sys] ok [usr] my place up there that i rent it's for 133 yes don't send them to number [sys] just [usr] one [sys] a moment please do you mind if i place [usr] it's [sys] you [usr] definitely [sys] on a brief hold [usr] [pii] [sys] you should receive [usr] ok [sys] a text [usr] god that would be don't that gives me palpitations ok [sys] yes [usr] will will is [sys] yes [usr] that in writing [sys] yes yes [usr] will anybody put that in will you text [sys] ok [usr] me about that just i've got a double or can you [sys] alright [usr] email me [sys] then thank you once again for your patience ok enjoy your day bye bye [usr] today do i receive a text after our phone call today ok ok just i do know properly it's [pii] ok ok thank you for all your help thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good evening welcome to british gas my name is [pii] could i take your name please [usr] my name's [pii] [pii] [sys] and the reason for your call today [usr] i don't know whether we're covered we've got a british gas very expensive policy my husband's just turned on the electric shower in the a house bathroom and there's water pouring out the bottom of it [sys] ok the shower itself wouldn't be covered [usr] right would would it [sys] but [usr] be covered [sys] and [usr] for [sys] we [usr] a [sys] can we [usr] sorry [sys] would [usr] [pii] [sys] probably become an isolated but the water's coming out of the bottom and say have you turned the power off to it [usr] yes the power's off the hose is connected there's water coming out through the hose but then it's coming out through the bottom of the shower [sys] ok what's your address [usr] it's [pii] [pii] [sys] yes [usr] and it's [pii] [pii] est one and that's [pii] [pii] and the postcode is [pii] four three papa hotels sorry [pii] would we be covered for you to come out just to stop the water [sys] yes are you able to turn the water off at the stop cock [usr] well we don't know where the stock clock is but [sys] wait is is it leaking inside of the shower unit yes is it [usr] it's coming out of the bottom of the shower unit as if something's broken [sys] ok [usr] in the shower unit that's pouring out of it [sys] it's gonna be during the day time tomorrow that we'll get someone there [usr] that's fine thankfully [sys] ok [usr] thankfully i am not on a water meter [sys] yes what's your contact telephone number [usr] it's [pii] [pii] [pii] [pii] [sys] but that's booked in for us to be there tomorrow [usr] can i just ask and clarify are we covered at all under the british gas policy or will we need to pay the engineer [sys] no no not for the shower itself but they'll come and probably isolate it from your water supply you can at least have water on without the constant flow of water from it [usr] right and then we can sort out the issue separately you'll [sys] they might even be able to do it as an on demand matter as well i don't know if they can replace it for you if they have something suitable [usr] right ok [sys] on a chargeable basis [usr] no no that's fine with the water coming out of the bottom of it at the moment we just leave it running well we can't do anything else but at least it's in the corner of the bath it's going down the wall of the bath do you have an any estimate of what time [sys] it should be in the morning between eight and one [usr] right i'll make sure somebody's in the house ok [sys] ok that's booked in ok ok thank [usr] but [sys] you [usr] do you need any of my british gas details i i think cos i think what i do need to let is although you've taken my details the british gas policy is you just throw a towel underneath it the policy's in my husband's name [sys] yes [usr] and his name is [pii] do you need the policy number [sys] i've got i've got the details from the address that's [usr] fantastic [sys] fine [usr] sorry [pii] it's [sys] ok [usr] all he he he's a little bit of a what do we do what what can we do that's lovely do you need any more information [sys] no that's that's fine that's all booked in for tomorrow are you [usr] that's that's [sys] ok [usr] lovely and i've received the things thank you ever much for taking my call this evening and i hope you have a lovely evening [sys] and yourself ok thank you [usr] thank [sys] bye [usr] you [pii] [sys] bye [usr] bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to room [pii] speaking how can i help [usr] i've got a blocked toilet [sys] ok what's the post code please [usr] [pii] [sys] thank you and the first line of your address please [usr] [pii] [sys] thank you is it a commercial or residential [usr] residential [sys] any cover with british gas at all [usr] pardon [sys] any home care covered with british gas [usr] no [sys] thank you can i take your first name please [usr] right [sys] and surname please [usr] [pii] [sys] thank you and also a contact number please [usr] [pii] [pii] [sys] and you said you've got a block toilet [usr] i have [sys] do you have another toy that you were able to use [usr] yes [sys] and anyone in the property got any health issues [usr] have they got a what [sys] any health issues [usr] no [sys] ok there's no call out charge the starting price between monday and friday 8 a.m. to 6 p.m. is 100 and £70 which includes [usr] right right [sys] any additional work there will be additional costs but they always that beforehand and [usr] ok [sys] they take payment on site either cash or card is that ok [usr] that's ok [sys] ok i'm just gonna check the availability thursday between eight and one or one and six [usr] just to say thursday would be between one and six then [sys] 16 no worries i'll schedule that in and you'll receive a text message with your confirmation [usr] just a sec i'm on the wrong page it's the 21st that'd be all right between one and six [sys] ok i'll book that in [usr] thank you bye [sys] thanks take care bye bye | 0Appointment / Booking
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[usr] information [sys] thank you for calling dino rod partners [usr] that's [sys] with british [usr] this one [sys] gas [usr] right here [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you [usr] i don't [sys] have an existing [usr] know [sys] home [usr] blooming [sys] care [usr] or [sys] policy [usr] dream [sys] did that you can now book plumbing services online in a few easy clicks visit dino.com for details [usr] thanks [sys] alternatively [usr] thank you [sys] please [usr] hope [sys] hold [usr] you feel [sys] and your [usr] better [sys] call will be transferred to a customer service advisor [usr] is it [sys] we record calls for quality and training purposes good morning you're through to [pii] speaking how can i help [usr] morning i have i think a probably a a plumbing and drain combined problem i'm not sure i'm phoning from [pii] on behalf of my elder parents who have a sewage flood in their ensuite bathroom and it just happened now in the last half hour i have phoned the plumber who who did work on the shower but says he didn't disturb the the the the sewage under the shower the sewage pipe the waste pipe but they were lowering the tray and making it more accessible about six months ago and he's ill can't come out but the carer said she knows the smell of sewage outside the flat in the main on the way into the flat near one of the main drains and dad said he's heard gurgling under the shower tray for the last few days any time the neighbors flush i think there's a maybe aaa blockage which is bigger picture than their flat i'm not sure [sys] is has the neighbor got the same issue or [usr] no [sys] is it linked or is [usr] i [sys] it a shared [usr] haven't [sys] room [usr] gone into them yet and i'm presuming they've no issue that they know of yet because we're the first flat coming in from the front door there behind us i don't know but [sys] ok [usr] i will [sys] well [usr] that's my next port of call is to go into them but i'm phoning because it's an emergency i just wanted to get things rolling [sys] it's not a shared dream is it [usr] it's not pardon me [sys] is it a shared drain [usr] a shared drain i don't know i'd i'd imagine it's a block of flats you see it probably [sys] ok [usr] is [sys] what what's the postcode of the address sorry [usr] eh [pii] [sys] ok what we tend to advise is to contact the water board first but if not then you can also contact the local office to get booked in if if it possibly could be a sharing [usr] ok [sys] i can get a direct number for the local office if you [usr] the water board will they deal with it as an emergency i mean a poo in the bathroom on the floor and they're elderly 89 [sys] inside [usr] and 82 [sys] your property inside the property then not outside [usr] hardly [sys] the blockage is inside not outside [usr] but i don't know w whether it's stemming from outside and backing up to inside i don't [sys] well [usr] know really which [sys] i [usr] services to call that's my problem [sys] that's fine i'm not entirely sure if they'll come out the same day that's the only thing or unless [usr] this is an [sys] if [usr] emergency [sys] it's overflowing with toilet waste i can book it in as an emergency for you if you [usr] with your plumbers yes please [sys] can i take the postcode of the address if that's ok please [usr] that's it a h 10 5 tl [sys] five tl [usr] they have carers [sys] first [usr] and my elderly dad needs to loo 67 times a night because of his prostate and i live [sys] it [usr] across the road but my bedroom guest be spare bedroom is two floors up which they can't access this is an absolute emergency [sys] don't worry don't worry i'll sort that out for you what's the first line of the address [usr] it's [pii] [sys] the [usr] ra [sys] [pii] [usr] [pii] [sys] bear with me a moment i've got [pii] any home care cover at all with british gas [usr] no [sys] ok can i take your first name please [usr] do you want their first name [pii] [sys] thank you [usr] i mean [pii] [sys] and a contact number [usr] i'll give you mine because mum is deaf it's [pii] [sys] and your name please [usr] my name is [pii] [sys] bear with me [pii] [usr] [pii] [sys] thank you [usr] [pii] [sys] and your daughter is it [usr] yes [sys] ok and it's brand new ok it's a blocked is it a blocked bathroom drain overflowing with toilet waste [usr] yes [sys] and you said that is it your dad that has carers coming in has he got health issues [usr] they they both have carers coming in morning and evening they're both very immobile and this is really urgent because they can't move anywhere else you [sys] of course ok there's no call out charge the starting price between eight and six monday to friday is 100 and £80 which includes va t [usr] right [sys] any additional cost they do let beforehand and they take payment on completion cash or card ok [usr] ok ok [sys] i'll book that in as an emergency for today and they'll call you before arriving [usr] ok ok thank you very much very grateful for your help [sys] no [usr] thank [sys] worries [usr] you [sys] take care thank you [usr] ok thank you now bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require upcoming did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes afternoon thank you for calling [pii] speaking how can i help [usr] hi there we've got a block drain that we need sorting out please [sys] ok and is it a commercial or domestic property [usr] it's a it's a domestic property it is rented [sys] domestic [usr] out [sys] ok and do you have british gas home care cover for plumbing and drains no ok well let me have a look then what's the post code to start with [usr] it's [pii] [pii] [sys] let me have a look and what's the house number [usr] [pii] [sys] let me just have a look to see if i can find it is that [pii] or [pii] [usr] that's right yes [sys] and if i could take your first name please [usr] [pii] [sys] [pii] thank you your surname [usr] [pii] [pii] [sys] right and if i could just take a contact telephone number please [usr] [pii] [pii] [pii] [sys] [pii] brilliant let me just save all that do what the actual issue might be [pii] at all [usr] not not sure no just [sys] no [usr] there there's a drain that's outside the back door which is just not clearing [sys] ok and is there anybody at the site who may be considered vulnerable at all [usr] no [sys] no right bear with me then [pii] i'll just get the appointment slots up let's see what we've got [usr] thank you [sys] when the load up that is bear with me i've got a slot for tomorrow [pii] that's the earliest i've got [usr] ok what what time tomorrow [sys] it's an all day slot they can turn up any time between [usr] right [sys] eight and six [usr] between eight and six ok i'm gonna have to get back to you on that can you tell me tell [sys] ok [usr] me how how much how much it costs and [sys] sure i'll explain how it works [usr] yes [sys] engineer goes out they have a look at what the issue is and then they give a quote if you're ok with the quote they'll do the work obviously if you're not ok you can say no and if you do say no you don't pay anything because there's no call out charge but what i can tell you is is that if you do decide to go ahead prices start at 100 and £70 including va t [usr] right it's 100 and 70 plus vat ok right you you you come out and look and see see see what needs doing and then provide quote for that ok i'm ok i'm gonna have to get back to you on on on [sys] no [usr] that [sys] problem [usr] time slot [sys] of course [usr] ok brilliant [sys] no problem [usr] and well they and if you go ahead and say it's a blocked drain [sys] yes [usr] do you give a a report of what what's caused the blockage [sys] of course of course [usr] you you do ok and that that ok and that will be be emailed and that that will be a written report that i'll i'll get is that right [sys] well they [usr] it [sys] they leave [usr] won't be [sys] one [usr] a verbal [sys] no well the engineer engineer leaves one a receipt if you it when he's done the job with an explanation of what he found but once the job's done the next day the local office can send you an email with it on as well if you want [usr] it's just i i said the landlord and if it's the tenants that's been putting stuff down the the the drains that they shouldn't be then [sys] right [usr] obviously then that that that's there i i i need to bring it up with the tenant [sys] ok [usr] i'll get back to you then [sys] no [usr] ok [sys] problem [usr] great [sys] man good luck [usr] ok thank you thanks bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes through to gas speaking how can i help [usr] good morning we have a drainage problem at our house and wondered if somebody might be able to help from dining rod what it is is there's a surface water pipe under an extension that is discharging water into into a foul pipe and it's creating a bad smell in the house and er it it's gonna need somebody to to investigate it i think [sys] ok just backtracking a little bit what what did you notice is there any blockages or anything there or [usr] no [sys] is it just [usr] it's [sys] a leaking drain [usr] i i don't think it's even leaking we've no there's no blockage we've had we had a blockage removed [sys] right [usr] and then then we've had this smell that's coming up into the house and through a friend who works for [pii] the the the civil engineers er that they've had a look at it but they can't deal with it it's too small it's a domestic problem and it's too small but what they've what they've diagnosed is that there is possibly a sink or a toilet that is discharging into the surface water pipe instead of the foul pipe er and but it's it's under the floor of a of a of an extension the which was built [sys] right [usr] before we moved into the house we've inherited a problem it's it's gonna be it's it's quite a difficult problem i think to to to fix but er it i think [sys] sure [usr] it might involve i think it might involve somebody when i've when i've looked this up it looks it might involve somebody putting a trap or a valve into into some pipes to stop the back flow of smell from the waste pipe er coming back into the house [sys] ok that's fine ok well what we can do is arrange for somebody to come out and do a quote for you [usr] yes [sys] to see [usr] that [sys] what [usr] would be [sys] would [usr] helpful [sys] need to be done first of all i just need to ask do you have a home care policy at all with british gas [usr] no we don't no [sys] no [usr] no [sys] that's fine and is it is it a property where you live [usr] it is [sys] and are you the property owner [usr] i am yes [sys] ok what's the postcode [usr] [pii] [sys] sorry [pii] [usr] [pii] [sys] thank you and what's the first line of the address [usr] [pii] [pii] [sys] putting some details in now i mean our standard jobs start at 100 and £80 but that's the standard unblocks i mean obviously there's gonna be a quote i i don't honestly think that that price is gonna come into it because that's for unlock and obviously you need different type of work to be done but we'll get somebody else anyway to have a look and it's number [pii] did you say [usr] that's right that's right number [pii] [sys] it's just searching for it now [usr] did you charge for the quotation or the [sys] there's no call out fees no [usr] that's nice [sys] and what's your name please [usr] my name's [pii] [sys] [pii] [usr] it is as in [pii] [sys] and what's your contact number please [usr] [pii] [pii] [sys] is anybody on site vulnerable [usr] no no no [sys] just putting this information in there you've been advised that a customer has been that's did you say what did you say about the water briefly going into [usr] i'm i i'm reading from a a letter that a friend he's the managing director [pii] er wrote to me he says we believe that there is a sink toilet within the property that is discharging [sys] just just [usr] into your [sys] just [usr] surface [sys] bear with me because i'm just trying to [usr] right [sys] put [usr] ok [sys] in the the key points there's possible wc os it's a possible [usr] within the properties [sys] within the property [usr] discharging into your surface water pipe instead of the foul pipe and this is resulting in odors from the foul discharge [sys] ok that's enough information i think for them on there [usr] ok [sys] i'll put a note on for them to quote let me just check what the availability is just wait for the appointments now ok would you be in monday [usr] i could be in monday [sys] now i can do it as an all day call or i can narrow it down to an afternoon [usr] the afternoon would be the afternoon would be central i i've got a meeting in the morning [sys] no problem ok it'll be between 12 and six the n [pii] will give you [usr] ok [sys] a call when he's on his way and then he we'll take it from there for you [usr] ok that's good [sys] ok [usr] that's great [sys] take [usr] you [sys] care now [usr] that's super thanks very much thanks [sys] bye now [usr] a lot [sys] bye [usr] bye [sys] bye [usr] bye now bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening thank you for calling you're speaking to how can i help [usr] good evening hi hot water and we're not sure if it's the boiler that just hasn't started because it's an indirect boiler i've just called because that's what my mum usually does we have british gas in insurance [sys] you've got british gas home insurance as well not to worry then what i will do i'll get you over to our british gas team due to it being no hot water it does sound that could be a bit of an issue with the boiler if you've still got cold water then it it potentially will be a boiler issue what i'll do i'll get you over to our british gas team we can have a look at that and then if it is a drainage issue or anything that we can we [usr] if [sys] can look [usr] could [sys] from [usr] just [sys] there as well [usr] ask you another question we've got cold [sys] of course [usr] but all the valves are on everything's on but there's no nothing going through no hot water and also in the actual boiler that's going from the going to the hot water tank it's dropping temperature [sys] right ok it could be a a a little a little issue with the boiler then if it is dropping temperature and stuff that it could be a a boiler issue in itself [usr] hm [sys] but what i'll do is i'll get you directly over to our british gas team we can have a look at that and then get something sorted [usr] right lovely thank you [sys] perfect that's great thank you very much thanks for protecting your home with british gas our nationwide team of expert engineers are always good evening thank you for calling british gas speaking how can i help in a hello [usr] hello can you hear me [sys] hi there yes can you hear me [usr] i can hear you now [sys] how can i help [usr] we have an issue in the house where there is a cold water supply all the valves are on but there's no hot water [sys] i know [usr] the boiler [sys] there's [usr] might [sys] no hot [usr] be not [sys] water [usr] we don't know how to reset it or how to restart it or anything that [sys] ok there's a button or a knob in front of the boiler that says reset or restart [usr] there is a we've tried that but we're not sure if it restarts it is a gas operated boiler well the hot sank [sys] ok give me a home care agreement number please [usr] the home care treatment i don't have it on me because it is my mum but [sys] ok [usr] is it possible to try and buy [sys] the address the door number first [usr] it's a name it's vp [sys] just hold on spell it phonetically [usr] [pii] and then [pii] [sys] [pii] [pii] [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] the ok and the postcode [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] thank you is there any way that that is close and it's just bear with me one moment that's the house name [pii] [usr] [pii] [sys] give me a moment ok ok is the account in your mom's name [usr] yes [pii] [sys] ok last name [usr] [pii] [sys] well [pii] spell [pii] for me [usr] [pii] [pii] [sys] ok no worries [usr] 10th of [sys] [pii] alpha [usr] november [sys] and the date of birth [usr] 13th of the 4th 1972 [sys] bye thank you number she said that at this moment is there access to heating and hot water alright [usr] sorry [sys] can [usr] could [sys] you please [usr] you repeat [sys] provide [usr] that [sys] me [usr] please [sys] i asked at this moment do you guys have access to heating and hot water [usr] there no for water or heating [sys] ok and do you have alternative forms [usr] no [sys] not ok [usr] there is cold water but all [sys] i [usr] the valves are open [sys] have [usr] and [sys] family right [usr] maybe it's just the boiler reset as the other person say that that no one knows how to do that [sys] give me a moment can i pop you on a brief hold [usr] of course bye [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever [usr] at [sys] you are whenever you search for the british gas app on apple store or google play thank you much for staying on the line the first available appointment slot is the afternoon 12 to 6 [usr] tomorrow [sys] between 12 and six the afternoon if that's fine [usr] when on monday [sys] about what about monday tomorrow is [usr] ok that would be perfect 12 to 6 [sys] that's correct yes [usr] ok if i could book that in because i think part of the power went out maybe the boiler [sys] else [usr] just needs to be a quick reset but we don't have the instructions [sys] yes is there parking [usr] there is yes but if [sys] every [usr] the person could please give a call when he's close to arriving because we also have [sys] on [usr] dogs [sys] this number [usr] there's the main number that should be on the account ends in 955956 [sys] recap nine 5956 ok [usr] and this will be used as the backup second number [sys] bye all right it's all booked in for you [usr] ok [sys] all right anything else [usr] no that's that's it for now thank you very much for your help [sys] alright take care bye bye [usr] all right you too have a good evening bye bye [sys] you too bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk s leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good morning you're through to my name is [pii] how can i help [usr] hi there i'm just looking to get some of your services today we have a blocked well we think there's an overall blocked pipe somewhere drainage it always starts off with the bottom toilet being blocked and then what we're seeing now is when we turn on the kitchen tap it's bubbling and er [sys] ok [usr] there must be some i don't know you guys know obviously but we we've had this problem before it might be on file with you guys [sys] ok can i ask you whether you have a policy or account with british gas that provides cover for plumbing and drains [usr] er no we don't [sys] and is this your home or is this a commercial premises [usr] it's our home [sys] ok can i take the post code from you then please [usr] that's me [pii] and then [pii] [sys] and the first line of your address [usr] [pii] [sys] and your full name please [usr] er [pii] [sys] ok let me see if i can locate your property on our systems to start [usr] no worries [sys] with just bear with me while i do this [usr] thank [sys] i'm only filling [usr] you [sys] in some boxes [usr] bye [sys] on a computer screen i have [pii] is that right [usr] that's it [sys] ok ok let's have a look at setting up a work order for you i think we came out to you last year some time didn't we [usr] yes that's the one [sys] let's just have a look let's just have a quick look what notes are on that one ok at the moment is the toilet is the toilet still working but it's just bubbling [usr] the toilet has i mean well a couple of weeks ago it was when you flush it it rises up and then it wouldn't it would go down over an hour or something now it's [sys] blocked [usr] flushing but it's [sys] hm [usr] now the toilet's bubbling and then the sink inside next to the toilet is bubbling too [sys] ok it's just the downstairs toilet [usr] it is we did have the upstairs blocked but it seems to be ok now but i don't know if that's [sys] ok [usr] worth looking into [sys] well it may be connected but at the moment the upstairs one's working fine [usr] yes yes [sys] i just put when you flush it down to his toilet it bubbles and does the sink ok there is another toilet you can use which is good i just need to ask you are there any vulnerable people at the property [usr] there's not though we [sys] no [usr] have [sys] good [usr] a six month old but it's not vulnerable no it's not [sys] ok good before we look at availability i just need to run through our prices with you [usr] go for it [sys] we don't make any charge for our call outs however on a monday to friday our price to clearer blockage does start at £170 which is inclusive of va [usr] ok [sys] we'll send the engineer out he assesses what needs to be done and he confirms the price with you before he starts any work as long as you're happy with that price and is doing the work the engineer should be able to complete the job there and then and he would expect to be paid on completion via either cash or card [usr] that's no problem [sys] lovely ok let's have a look at availability then just [usr] could [sys] gonna [usr] i ask [sys] check [usr] you a [sys] your [usr] question [sys] post [usr] as well just based [sys] go [usr] on the [sys] ahead [usr] last time i think last time we called out a plumber first who had to take off the toilet [sys] right [usr] is that something you guys do cos i think we had to get them to reattach the toilet because you're not covered or i can't i can't remember what was [sys] no the way it is our we've got drainage teams and we've got plumbing teams [usr] right ok cool [sys] our drainage teams deal with blockages our plumbing team deal with plumbing work if the toilet needs to be removed we need to get plumbing team in there as well but we can only assess that when the engineer [usr] yes [sys] sees what the issue [usr] assess [sys] is [usr] first and then go from ok [sys] absolutely ok let's just have a look at availability for you [usr] thanks [sys] it looks they can do tomorrow for you [usr] ok [sys] is that am or pm which would you prefer [usr] let me just [sys] am [usr] check [sys] is [usr] my [sys] eight between eight and one and pm is between one and six [usr] just double checking if you give me two [sys] of [usr] seconds [sys] course no problem [usr] er i think the morning would be best eight [sys] morning [usr] till one [sys] would it ok can't give you a specific time but the engineer will give you a call when he's on his way [usr] no worries [sys] ok i'll just confirm the booking for you now and then shortly after the call you should get a text message to your mobile that [usr] ok [sys] confirms the booking and that will have the number of the local office that's sending you the engineer as well [usr] if we have for example if everything goes crazy [sys] worse [usr] and something exactly [sys] give us a call back and we'll get somebody out to you as soon as we can [usr] amazing right good to know [sys] ok [usr] alright [sys] ok [usr] cheers [sys] then thanks then bye bye [usr] cheers bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our 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 [usr] they can't [sys] purposes [usr] supposed to be 24 away [sys] hi you're through to [pii] how can i help [usr] hi can i give you a reference number dy dash w zero dash 3453747 [sys] and just confirm your name for me [usr] mister [pii] it's probably under my wife's name though mrs [pii] [sys] no problem how can i help [usr] ok i made a booking with dino rod on wednesday for a block drain ok to schedule it to come on thursday to come yesterday anyway the guy came yesterday i was at work but he couldn't fix the drain ok i told my wife that they'll come back his his machine he couldn't fix it because his machine broke or something broke the machine he said they'll be back today er to to fix it nobody's turned up i thought i better make inquiries i phoned [pii] and the gentleman put me through to the sub you've used a subcontractor called sub scanning leads apparently now i've just spoke to them and i am not impressed they do not know they don't know what they're on about to be perfectly honest the girl didn't know she had me down as home cover i said i haven't got home cover she didn't [sys] hm [usr] know anything about it er she said they're quite a mess there i said look i'm not paying for it cos you haven't done it i said when can you do it and they thought it's gonna be next week i said but you're supposed to be doing it today and you're supposed to be a 24 hour call out people well well we could do it on sunday but you'll get charged premium rate then i said wait a minute i booked this for yesterday you couldn't fix it you told me you gonna come back today and now you can't do it do what i'm saying i'm not a very happy bunny obviously [pii] you've subcontracted out to a company that really don't seem to know what they're talking about now where do i stand with this now you're supposed to be a 24 hour service people you can do you understand what i'm saying and why i'm not very happy i'm hoping you can help me [sys] no i couldn't understand in regards to the 24 service it's a 24 7 line available but it doesn't mean we have 24 7 engineers available [usr] right [sys] obviously we have capacity but again again i understand what you're saying someone was supposed to fix it for you you said you couldn't and you're expecting someone [usr] well [sys] sooner [usr] my wife i [sys] than [usr] said my [sys] of [usr] wife's [sys] course [usr] had to take a day off to be there today all day today now and she's phone well nobody's come and i said well i'll chase them and but the the lady that i spoke to her she she said ohh i don't normally work here we we haven't got people here we she said i haven't a chance to put the job through and all that and i said wait a minute i said i'm the customer it's not very good customer service stuff is it i'm hoping you can help me and i've got a block drain which is worse now in a worse state than when when he's i'm not blaming him but obviously he's had to junk it all up or whatever they do i was getting stuff away before and i'm getting nothing away now er can you make me happy please [sys] just to confirm just to confirm you've not paid anything far have you [usr] no [sys] no ok that's fine [usr] and i've told her that i'm not gonna pay her anything cos i i i'll look at elsewhere but surely i'm over you that you are [pii] you've had somebody they said they come from leeds [sys] ok [usr] i mean [sys] what's [usr] that's [sys] happened is i'm not sure how you managed to book the job and i'll be honest because we're not booking in that area at the moment due to capacity that's why you said for example we've only got availability for next week and even that's probably a push what we've done is we've halted that area at the moment just we don't have to book any jobs in and then customers get disappointed when we don't come down i'll be honest i'm not sure how you managed to book book [usr] i booked [sys] this job [usr] it booked [sys] i'm [usr] it on [sys] checking on the system [usr] i booked [sys] online right [usr] i booked it online on on wednesday [sys] it shouldn't have i think you've got managed to get through the system somehow because it shouldn't have gone through fair play to you but then it's run into this issue now where the availability is genuinely gonna be what she said they deal with engineers in that area she's saying that we can only get someone up for next week what did you say monday [usr] monday but then she had someone in [pii] on sunday but [sys] even [usr] if i [sys] that's decent [usr] i i'd [sys] to be [usr] have [sys] fair [usr] to pay [sys] because [usr] extra then for that because it's a sunday [sys] the weekends are a bit more expensive [usr] but it was their fault that they couldn't fix it on and then they promised to come today my wife taking the day off and it's just not very [sys] see [usr] good service [sys] that's [usr] is [sys] the only [usr] it [sys] thing that's the only thing and i can only apologize for that service [usr] you've got all the advert comes on with high [sys] they [usr] quality customer care professions it's it's loads of lies it's not you're not high quality care it's where where do i fix for this now can you advise what's the best thing to do [sys] are you still able to use the toilet sink and showers [usr] i could use the toilet in in another room but but ii i wanna get this fixed obviously because i can't use the dishwasher i can't use the sink from from the kitchen or anything [sys] ok what i would do is call the local office but you've already spoken to them now if they're saying that they can do monday for you for that normal price then i'm afraid they will have to wait till monday obviously you do have the choice from choosing another drainage company [usr] are there other are are there other drainage companies then you're not the only one [sys] it should be let me check for your postcode see if there's any other ones in that area [usr] thank you i appreciate your help [sys] no problem there's a couple of few sites coming up on google for drain services and [usr] is [sys] i'll [usr] there [sys] just give you i'll [usr] ohh [sys] just give [usr] right [sys] you a couple of them now [usr] thank you [sys] but there's a drain doctor there's no call out fee their number's gonna be once it comes up their number is [pii] [usr] [pii] [sys] [pii] [usr] [pii] that's [sys] [pii] [usr] dr [pii] you said ohh [pii] [sys] [pii] [usr] right [sys] dr doctor has that come up on your phone already [usr] could you could you just say that again please [pii] [sys] no problem [pii] [pii] [pii] [usr] [pii] ok was that was that the only one or did you say it was another one [sys] no i can give you another just in case they don't have capacity there is [pii] [usr] that [pii] [sys] [pii] [usr] [pii] and what company is that [sys] metro rod [usr] metro rod ok and that number i'll read it back to you [pii] [sys] that's the one [usr] ok i'll try them ok not impressed with [pii] i'm afraid no this is what happens when you subcontract the people it's not i'm not having a go at you but it it it's not good is it it's [sys] i said obviously i do apologize about that booking shouldn't have gone through the reason being is because we tried to maintain obviously quality what we know we don't have availability in the area because of that reason we wouldn't book [usr] but [sys] that [usr] i don't [sys] somehow [usr] know that when i'm booking [sys] managed [usr] it do [sys] to [usr] i [sys] no no of course not and that's why i do apologize for that because it shouldn't have gone through on the on the website but [usr] right [sys] i [usr] ok [sys] wish you the best anyway hope you have a good rest of the day take care now bye [usr] ok [sys] bye [usr] as i as i just to say i i'm not for that visit yesterday [sys] what did he say when he came down [usr] he said he said it would be 100 and £44 to fix it to do it he said but we'll pay you pay tomorrow but i've told the woman in the office i'm not paying for it then you can't come round and i'll get somebody else and she seems to be ok well well i'm not paying for something that you haven't done [sys] fair enough 50 engineers on the back and obviously not liable for payment [usr] ok [sys] all [usr] thank [sys] right [usr] you for your help [sys] take [usr] bye [sys] care sir [usr] bye [sys] bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service [usr] not [sys] advisor [usr] no [sys] we record calls for quality and training purposes good morning you're through to dino april speaking how can i help [usr] hi there we wondered whether we could have someone out today to look at our train please [sys] that's fine could i ask first do you have plumbing or drains cover with british gas at [usr] no [sys] all [usr] i don't no [sys] no ok and is it a commercial or domestic [usr] domestic [sys] property [usr] property [sys] all right that's fine i'll just take some details off you could i take the postcode please [usr] it's [pii] [sys] [pii] [pii] i'm just gonna make sure we're doing work in your area [usr] thanks [sys] before we start booking it yep that all looks fine i'm just gonna do if we've been out to yourselves before or [usr] you have but when we were under british cover british gas cover [sys] all the nights still show could i take the first line of your address please [usr] it's [pii] [sys] there you are which makes it a bit quicker means i don't have to set you an account up [usr] great [sys] and can i just ask is there anyone with any vulnerabilities at site that we would need to know about before we came [usr] no [sys] no ok and could i take your first and last name please [usr] it's [pii] and the surname is [pii] which is [pii] [sys] ok ok and can i take the best contact number for yourself [usr] yep [sys] please [usr] it's [pii] [pii] [sys] ok sorry i'm just typing some information and it won't be two minutes [usr] no problem [sys] and could i take a description of what what the problem is [usr] the shower wasn't clearing properly and when we looked outside the drain cover from all the waste water has has moved if you i think there must be a blockage under there [sys] is it overflowing [usr] very slightly [sys] and when you the water that's coming up is it dir is it waste [usr] i [sys] water [usr] think [sys] dirty [usr] it could [sys] water [usr] be [sys] did you [usr] there's a sign of what looks toilet tissue i think [sys] all right ok right that is something i can book in for you today it will be an emergency appointment because obviously it's potentially wastewater i just need to go over the prices with you and the procedure if that's all right [usr] huh [sys] ok because it's saturday and weekend it is a little bit more expensive it starts at 225 [usr] 225 [sys] the engineer will come up he'll come out and he'll give you he'll assess the work required and he'll give you a quote and if you're happy with the price provided [usr] but [sys] he usually completes the work then and there and then obviously if he can and then it's payment on completion by cash and card [usr] ok [sys] is that ok [usr] that's fine [sys] i'll get that booked in for you then i just want to check you are available for the day aren't you [usr] i mean there is do you get a rough time [sys] i it it's it will be put down as an all day appointment it will be up till 12 o'clock tonight it probably it probably won't be that but that's the time we have to give you but the engineer will give you a call when he's on the way you probably can nip to the shop and things that it will just be obviously maybe not to go on a long journey [usr] ok i was i was just thinking of taking the dog for a walk shortly that was all it w won't be in the next [sys] yes [usr] hour or something will it [sys] i i can't confirm that but i can't see it being in the next hour to be honest with you i what i could do is after i book this in for you i can just place you on hold and give the local office a quick ring and just see if they can confirm that with me if that's all right [usr] that would be lovely if you could do that thank you [sys] ok [usr] if you don't the way i handle things from you do it [sys] right i won't be two [usr] thank [sys] minutes i'm [usr] you [sys] just gonna give them a quick [usr] that's lovely [sys] call [usr] thank [sys] ok [usr] you she's now phoning the local the local group to see if she can get a rough time that's all i was asking but if you don't sit there making faces every time you listen to me doing something you can start to do all this stuff i this that's fine i they're just asking you trying to get a rough time we both knew what it was [sys] hello [usr] hi there [sys] hi that's fine it won't be in the next hour [usr] all of us [sys] you can take the dogs [usr] that's lovely ok thanks very much for your help [sys] no worries have a nice [usr] thank [sys] day [usr] you bye bye [sys] no | 0Appointment / Booking
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[usr] i [sys] thank you for calling dino rod partners with british gas [usr] you too [sys] we record calls for quality and training purposes [usr] all i want to do [sys] good evening british [pii] you're speaking to [pii] how can i help [usr] hello brother how are you good [sys] no [usr] brother the now our thing is broke the kitchen sink [sys] your kitchen sink is blocked is that correct [usr] brother [sys] ok let's take some details can i do you have a contract with us sir [usr] sorry [sys] do you have do you have a contract with us [usr] brother [sys] yep ok please take some details can i take your name please [usr] my name is [pii] before i call you i think 34 times same same same same problem [sys] ok let me have a look can i take your postcode please sir [usr] [pii] [sys] yep [usr] [pii] [sys] [pii] [usr] [pii] [sys] fantastic thank you very much and the first line of your address please sir [usr] [pii] [sys] thank you very much [pii] is that correct [usr] brother yes please [sys] perfect thank you ok it's not something which we can do overnight but what i can do sir is have someone come out to you in the day recall i can get this one out to you it will be after eight o'clock sir [usr] what time [sys] it will be at some point after eight o'clock i'm not sure exactly when it will be but i can get the engineer to give you a call when they're [usr] ok [sys] on their way [usr] ok today [sys] in the morning that is great [usr] in the morning 12 [sys] that is [usr] o'clock [sys] correct [usr] ok [sys] yes sir [usr] ok no problem can you book the [sys] right [usr] appointment please [sys] and i have already sir yes indeed sir [usr] ok [sys] all right but that's all been booked in for you someone will be out to you in the morning and they'll give you a call on this mobile ending [pii] when they're on their way [usr] ok no problem how much is total [sys] what i've done is ii i will get the engineer to give you a quote when he's there before he carries out any work [usr] i know is coming but you have i know [sys] i'll get him to give you a call when he's there you won't be charged for until he carries out any work i will get him to quote sir [usr] but do how much you charge [sys] it varies it all depends on equipment you may be looking in the region of 100 and £50 approximately but again it's just a case that the engineer will quote you when he's there [usr] you you you are calling from [sys] that is correct sir [usr] i know [sys] yes that is correct [usr] ok because i know he's giving he say you pay tomorrow engineer you charge 1 50 or 1 74 or something but you didn't say me how much you charge extra etcetera [sys] no the engineer will give you that information when he comes when he's assessed the job sir [usr] ok no problem [sys] right [usr] ok thank you brother [sys] no problem at all you're more than welcome thank you take care | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press did that you can now book drainage services online in a few easy clicks visit 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 uk leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help through to dino pound british gas [pii] speaking how can i help [usr] hi there i'm just trying to find out if it's possible to get somebody to come in on board our drain today ideally do you want a postcode for that [sys] ok do you have a home care policy with british gas [usr] no [sys] no is it a property where i live [usr] it sorry where i live yes yes [sys] and are you the property owner [usr] yes join me [sys] ok and what sorry [usr] jointly yes [sys] and what's the issue there did you say [usr] a a block drain [sys] outside [usr] yes [sys] is it affecting [usr] it [sys] anything inside [usr] yes it's backing up the sewage we can't i'm having to dig holes in the garden and bury the sewage in it [sys] all right we'd call today then if you've got sewage coming up in your garden [usr] ok even regardless of the postcode you'd be able to get here today would you [sys] and what's the postcode let me just double check that we're taking on emergency work there [usr] ok s a [pii] [sys] [pii] [usr] [pii] [sys] keep you a moment [usr] ok [sys] just checking that we are doing it at present sorry i've just got a really slow system at the minute [usr] that's ok don't worry [sys] i believe that we are we did have drone subs we're working in that area [usr] ok would you be able to give me a rough eta of of when somebody can come and also [sys] we [usr] the price [sys] wouldn't [usr] as well [sys] we wouldn't be able to give an eta because if it goes in as an emergency it would be just some point today [usr] ok [sys] in regards to a price for a standard unblock is 100 and £80 however if the engineer comes and finds us any underlying issues or the bigger jobs then he would reo you while he was there [usr] ok sure when you but it would be today in daylight presumably as opposed to 10 pm or something when he's not gonna see [sys] it [usr] what he's doing [sys] could [usr] anyway [sys] be any time it could [usr] ok [sys] be any time [usr] right ok yes can i can i book that then please or [sys] sure [usr] can [sys] what's [usr] i [sys] the postcode [usr] postcode you haven't got it from before it is [pii] [sys] is it the same right sorry [pii] [usr] [pii] [sys] [pii] and the first line of the address please [usr] it's [pii] rheol [sys] i'm just searching now for it [pii] [usr] yes [sys] i've got it and what name is it please [usr] my name is [pii] [sys] and what's the contact number [usr] probably would it be used for text messages or just for calling [sys] both [usr] ok be best to give you this one it's [pii] [pii] [pii] [sys] anybody vulnerable [usr] how do you find define vulnerability we've [sys] it [usr] got we're [sys] well [usr] no disabled [sys] it [usr] or anything [sys] it's whether you have got define somebody as being vulnerable who you live with or is it the property [usr] i i think the purposes of this i mean no we don't have children under a certain age or or [sys] right [usr] anybody over a certain age but i think [sys] i'm just putting these details in now shouldn't keep you too long [usr] ok [sys] ok that's all booked in for you now the engineer will ring you when he's on his way [usr] ok [sys] and then he will require [usr] brilliant [sys] payments on completion [usr] he's got the means to take a card payment has he when he comes ok no no problem at all [sys] ok thank you take care [usr] ok [sys] bye now [usr] thanks [sys] bye [usr] bye you too bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 good afternoon you're through to dino how can i help [usr] hi i wonder if you can we have a blocked well i think it's a drain because the toilet's leaking as well we're a business on the lynx estate in [pii] [sys] ok what's the postcode [usr] it is [pii] [sys] on the first line [usr] is [pii] [pii] [sys] thank you do if you've got an account with us already [usr] yes we have as a company it's aston [sys] what [usr] and fincher [sys] a [usr] a ston and fincher f inc h er [sys] thank you i've got a billing postcode for [pii] does that sound right [usr] let me just check that a minute [sys] it does say aston and fin it's got [usr] it [sys] to be [usr] is in [pii] [sys] perfect [usr] could you get somebody out today [sys] we should be able to what will happen is once i put it through i'll go to a local office in the area and they'll give you a call as soon as just to confirm pricing and availability [usr] ok [sys] may i take your name please [usr] it's [pii] [sys] thank you and the contact number [usr] is [pii] [pii] [pii] [sys] [pii] [usr] [pii] [sys] perfect and what's the hours of operation [usr] we are open till five it's 830 till five [sys] ok perfect any health issues or vulnerabilities you want us to be [usr] no [sys] aware of [usr] no [sys] all right no worries i'll put it through for you now and i'll give you a call as soon as [usr] lovely all right thank you [sys] take care bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners british please listen to the options 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 [usr] i [sys] in [usr] do [sys] a few easy clicks [usr] but i don't [sys] visit [usr] want to [sys] dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon with how can i help [usr] hi there mate my name is [pii] calling from castle mead academy in [pii] we've got a little issue with our food room sinks they seem to be blocking every now and then and we we go and plunge them and everything and it clears and then it seems to come back again the next day and i i don't think the kids are putting food down we just need a bit of an investigation underground [sys] no that's fine what's the postcode [usr] it's [sys] there please [usr] [pii] [sys] if you hold the line i'll get you through to the office in that neck of the woods they'll go over cost and availability [usr] nice one [sys] and go from [usr] cheers [sys] there [usr] mate thank [sys] no [usr] you [sys] worries want me a sec thank you good afternoon [pii] [usr] hi there i'm calling from castle mead academy in [pii] you ok [sys] i'm good thank [usr] good [sys] you how are [usr] thanks [sys] you [usr] we've got a problem with our food room sinks they keep backing up even when the room isn't in use they they bubble away sometimes we think we've got a little issue under underground [sys] ok [usr] just bit of investigation work please if that's possible [sys] can i take the postcode [usr] it's [pii] [sys] please i see could be [usr] sounds busy there [sys] it is it is extremely they're a bit hyper [usr] yes [sys] today you've only ever attended i believe for plumbing work is that correct [usr] you have already been here yes to do something similar [sys] that's for plumbing we've never been there for drains [usr] i think [sys] is [usr] you [sys] that [usr] have [sys] correct [usr] been here for ohh no it might not have been down there and it might be somebody else for drains i can't i can't remember off the top of my head [sys] just get some information from yourself bear with me it's called castle mead academy [usr] that's correct [sys] is that correct [usr] it's not [sys] back [usr] urgent it does go down it's not [sys] for that [usr] an urgent call out we need if i could just book a time 44 after 4 p.m. would be ideal for us and the kids are gone and it's clear [sys] that ok [usr] it's [sys] and [usr] [pii] [sys] can i take your name please er really ok i think it's not easy ok and your [usr] [pii] [sys] best contact number please [pii] [usr] [pii] [pii] [sys] this and can i take an [usr] er [sys] email address from yourself please [usr] [pii] [sys] [pii] no [usr] [pii] alright [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] that's [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] perfect and it's blocked sis [usr] and [sys] is [usr] they [sys] that [usr] they [sys] correct [usr] they they do when we plunge them they they do go down but then it comes back again in a couple of days and sometimes when the food rooms or when they're not even cooking the teacher will say she'll be sitting there teaching the lesson and the the sinks [sys] no [usr] will just start [sys] worries [usr] to bubble away on their own which is quite concerning in her food room to say the least but [sys] ok and are you able to do payment on receipt of invoice as soon as the invoice is received [usr] yes [sys] for it to be made perfect [usr] i think we're gonna account set up with you anyway haven't we [sys] ok [usr] i'm sure we have [sys] we can the only my only issue is it being after four o'clock it it will have an influx [usr] what [sys] in the [usr] it's [sys] price [usr] after four o'clock how much [sys] yes [usr] is the influx [sys] for the first hour it's 100 and £65 plus v 80 then for each additional 30 minutes after it's £66 [usr] ok [sys] plus [usr] what's [sys] v [usr] the [sys] 80 [usr] well that's not too bad what's the earliest you could start would that make a difference cos i start is open from six [sys] the [usr] ok [sys] engineers start [usr] let know [sys] at eight o'clock [usr] ok we'll stick to 4:04 p.m. unless it's a friday it can be after 2 p.m. [sys] if you'd me to book it in for [usr] that [sys] friday [usr] be [sys] i can [usr] cheaper [sys] do it after two [usr] let's do this [sys] yes [usr] friday then if you can [sys] after 2 p.m. and it'll be friday [usr] happy friday [sys] the 29th ok for the first hour it's 100 and £30 plus 3 80 then for each additional 30 minutes after it's £50 [usr] that's fine [sys] plus the 80 [usr] it's gotta be sorted hasn't it [sys] ok perfect [usr] love [sys] i'll get [usr] lovely [sys] this all booked in for [usr] thank [sys] you and [usr] you [sys] we'll see [usr] much [sys] you friday [usr] cheers bye bye [sys] thank you take care bye bye | 0Appointment / Booking
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[sys] thank you for calling partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three we record calls for quality and training purposes good morning you're through to british gas services my name is [pii] can i take your home care policy number please [usr] jeez i need do that hold on it is it is god it's just giving me my account details if not i'll be there [sys] if you can't find it we can use your post code [usr] [pii] [pii] i've got the home care number if you do want it [sys] go ahead please [usr] [pii] [pii] [sys] -huh thank you very much this will just take a second to load things [usr] i was [sys] and can you confirm the name and the address please for me [usr] [pii] is in me [pii] [sys] ok excellent how can i help you mrs [pii] [usr] hi i have an american style fridge freezer and it started leaking water everywhere and i can't even work out how to switch off the water to the fridge freezer and i can't get the means to cook to work either i never do what [sys] ok [usr] to do [sys] ok ok of course it'll probably just be it'll be the the the pipe that's connecting to to the fridge rather than the rather than the the fridge itself i'm guessing [usr] it might be something in the fridge that's broken it might be but to be honest with you if i can at least get the water switched off to the fridge that i can that's a different thing but if i can't switch the water off to the fridge then i've got a problem and that's what i'm not able to do and i found i know where the stock cook is and i've turned it but it's not it's [sys] ok [usr] it's not [sys] ok [usr] switching in anything off at the minute i don't really know what to do [sys] ok one second and is it quite a severe leak at the moment [usr] it depends what you mean by severe but it's going through a sauce pan was constantly leaking water it's not just dripping it's flowing i'm gonna go for yes [sys] ok and you bought the property today [usr] yep [sys] well it will be just as soon as possible i'm not able to give you a time at the moment ok mr [usr] ok the [sys] they will they will contact you beforehand to let that they're on their way can i take the best contact number for you is it your mobile or your landline [usr] it'll be my mobile i don't have a landline number don't call that [sys] ok ok there there is one on the policy [usr] is it [sys] your mobile ends well [pii] might be an old one [usr] [pii] [sys] that's [usr] no [sys] it [usr] remove that i think [sys] ok [usr] i think it's a line for the internet but we don't have a connected phone you'll [sys] all [usr] never get through to anyone [sys] right right ok ok your mobile ends in [pii] [usr] that's the one [sys] that's the one [usr] the engineer that comes out noting they might struggle to fix to fix a a fridge freeze freezer they should be able to at least help [sys] what what what what what they'll do they'll be able to stop the leak and get the the stop cock off for you they won't be they won't be qualified to to fixed for freezers or things that that that would be a separate cover that you would you would take out for that to get that repaired that is something that we do offer however i think it'd probably be best to try and get the water off at the moment and then the next step is obviously to try and get the fridge repaired [usr] fine [sys] ok there is a £60 excess on the policy i'll have to take some card details at the moment to get that covered ok [usr] card details i'm just giving [sys] ok [usr] you a card [sys] no worries i'll just read you a little script beforehand by validating and storing your card you are agreeing to us keeping it on record to pay for the work you agreed to and we'll only take the payment once the work has been completed we'll remove all references to your card after the payment or 90 days after you booked an appointment with our engineer whichever comes first [usr] cool ok [sys] 11 [usr] come [sys] 2nd [usr] come on take care [sys] ok could you tell me the name on the card please [usr] it's just my name and it's got ms in front of it [sys] ok excellent and if you could now start entering the long 16 digit card number into the keypad for me please [usr] ok [sys] thank you [usr] right hold on [sys] excellent thank you and now the four digit expiry date please excellent thank you and the last of the three digit security code thank you just one moment please ok that's all booked for you now mr some of them will be with you today as soon as [usr] ok [sys] possible [usr] and when [sys] and they'll [usr] you [sys] give [usr] today [sys] you a call beforehand [usr] can i just get a rough idea [sys] to let [usr] of hours [sys] they're on their [usr] because [sys] way [usr] obviously it's 24 hours in a day fine ok all right [sys] if you it's [usr] cool [sys] usually [usr] all right [sys] between [usr] thank you [sys] now and six [usr] thanks for your help bye [sys] ok that's great thanks a lot bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] alright but ok hello there [sys] i know [usr] hi buddy i just want to make do you do any do you do emergency call outs by any chance [sys] it depends where where it is and what the issue is what's your postcode please [usr] the [pii] [sys] what's the postcode there [usr] tango out for one for hotel juliet [sys] and what's the issue [usr] it outside our front door there's a little there's a porch area from the garden and it's flooded mate and it's flooded all the inside of the house on the bottom floor just just in the porch area but it's the drains mate there's just not draining away a load of crap came [sys] wow [usr] down from the the buildings had building work and a lot of stuff's been put into the gutters [sys] right [usr] and because of the dry it's flushed all down mate but i need a little pump to pump out the water and then get an hp water jet down the the drain [sys] no we we we can sort that no that's fine i get you all right have you got a contract with british gas for plumbing and drains or paying for it as a one off [usr] i'll be paying for it mate i suppose [sys] and it's a residential property [usr] it is mate it's our rent rent it but we can't get a hold of the the rental company we have to do it ourselves [sys] just have to pay for it and really sort it out later right ok time wise it'll go in as an inda emergency depending what the engineer's got emergency wise in the area as soon as he can but he'll ring you when he's on route i couldn't say it might be an hour it might be three but soon as it'll [usr] magic [sys] be today cost wise today what we do there's no call out charge [usr] yep [sys] an engineer would go out and have a look at it before he does any chargeable work he'll confirm the issue he'll confirm a fixed price and then from there you can say yes or no [usr] that's perfect mate [sys] if it's if it's a yes it's cash or card on completion if it's a no then fair enough there's no charge [usr] no that's magic me that's perfect [sys] just as an indication though if it's just to to clear the blockage you be i say you've got some rough numbers if it's just to clear the blockage you'll be looking at 224 [usr] bad [sys] including [usr] no worries mate [sys] the [usr] that is what it is has he got a [sys] all [usr] pump [sys] right [usr] mate that he can pump out the water and the [sys] he he should have i mean i can't say to be honest for certain and i don't know which engineer it's gonna go to just yet but he should have but i can't say for certain to be honest [usr] no worries mate it is what it is as long as you can do something to get rid of the water mate cos it's coming in the house and i've got a young baby and i can't the the the smell from it's it's not it's [sys] no [usr] not good [sys] no no of course is right what's the first line of the address [usr] it's [sys] please [usr] [pii] [sys] any medical conditions or vulnerabilities on site that are relevant we'd need [usr] no [sys] to know about no and your first name please [usr] [pii] [sys] [pii] and your surname please [usr] [pii] [sys] [pii] was that [usr] [pii] mate as in the [pii] [sys] ok and the best contact number for you [usr] it is [pii] [sys] [pii] [usr] where are we saying i'll get i'll give you my message number mate it's probably easier what's your number giving you [pii] [pii] [pii] [sys] [pii] got you it's the one you're calling from then isn't it [usr] the one i'm calling from mate [sys] that's fine right i'll get that raised now the engineer as i say will ring about half an hour before arrival and you'll get a text confirming the appointment in a minute [usr] thanks much pal [sys] no problem see you soon bye bye now alright you too bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] at dino how can i help [usr] hello i have a blocked drain and i wondered if you'd be the right people to help me unblock that drain [sys] of course have you got british gas home care cover at your property [usr] no we we we we're off the main we don't have gas here [sys] ok and is it a domestic property where you live [usr] it's is a domestic it's just in the back where the cafe is no it's probably classed as a commercial [sys] ok [usr] it's it it it's on [sys] what [usr] it's [sys] we'd [usr] on [sys] have to [usr] farm [sys] do then is we right ok what we'd have to do is we'd have to take some details [usr] ok [sys] once we take all the details we then pass it over to the engineers they didn't give you a call with the date of time and the price is that ok [usr] is that is that likely to be today [sys] i can definitely have a look what's the postcode of the premises [usr] it's [pii] [pii] [sys] sorry [pii] [usr] [pii] [sys] [pii] thank you ok and it's a blockage ok i'm just gonna give our local police a call in that area one moment [usr] thank you [sys] hello [usr] hello [sys] hello right i've just tried to give that local office a call unfortunately we can't get through to him today what would happen is we would only be able to know once the information is being passed over to the engineer unfortunately i haven't got any more input on how the availability is in the area i'm afraid [usr] ok [sys] or would it be in the weekend [usr] it's it's not it's not the not the best time of christmas best time of the year for it to happen is it [sys] no [usr] ok [sys] i'm [usr] well [sys] afraid [usr] i'll i'll i'll i'll no worries i'll try and get some i need i need it done today i will try and find somewhere [sys] all right [usr] else [sys] sir [usr] thanks ever much indeed have a lovely christmas [sys] no worries [usr] cheers [sys] take [usr] thank [sys] care [usr] you [sys] bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes afternoon speaking to how can i help [usr] hi there good afternoon i wonder if you could help us with what we think is a blocked drainage pipe at our tennis club [sys] ok it was commercial do you have a contract with either british gas or or would you be paying as a one off [usr] we don't have a contract with anyone no i just have small community tennis club [sys] ok and what what's the postcode please [usr] postcode is eh [pii] [pii] [sys] that's fine right ok and what seems to be the issue then [usr] excuse me just a few days ago when they're flushing there's there's just a single toilet in the clubhouse small it's a small building after flushing the toilet was over spilling water coming out of the toilet [sys] ohh right [usr] we did we we've we've got someone we know who's a plumber he just a local plumber he did have a look a quick look and he he he he's examined the immediate pipe that comes out the back of the clubhouse into the ground and he's put about 9 m worth of rods down and [sys] ok [usr] can't can't find any obvious blockage [sys] right [usr] but there's obviously some form of blockage because when we if we if we believe the put the water back on and if we flush it water's coming out the top of the toilet's over spilling out the toilet there must i guess [sys] right [usr] a blockage further down the the pipe way [sys] somewhere [usr] the pathway aye somewhere unfortunately [sys] no that's fine [usr] i i was just gonna say i don't know if this is common or not but unfortunately i i don't know where the actual the drain head is the unit the the the thing is lift up to get into the the the drain [sys] that [usr] i don't know if [sys] that'll [usr] that's a [sys] make [usr] a common [sys] it easy [usr] a common problem or not but i'm a i'm i'm it's a it's a it's a as i say i just joined the club a couple of years ago and the people i could ask have moved on and i've [sys] no [usr] looked for the [sys] good [usr] i've looked to myself but there's nothing obvious i'm afraid in the vicinity is [sys] right [usr] would that be a problem is that something you guys would need to know in advance or is that something [sys] i mean it certainly makes it easier it [usr] aye [sys] certainly makes it easier to be honest i mean [usr] of course [sys] worst [usr] of course [sys] case we can still try it i mean worst case going i mean i know he's already gone down 9 m but worst case we could remove the toilet and go at it from there and er but that is a longer way round but i mean in the first instance if we try and find it to be honest certainly [usr] got [sys] make [usr] you [sys] life easier and [usr] ok [sys] cheaper in the end more time means more money doesn't it [usr] well i i just wondered off chance if you guys would have any records based upon the address of that but no problem no problem i i'll try i was gonna phone scottish waters next to see if they [sys] well [usr] might have [sys] that that that will be an idea i mean tell you what i'll do hold the line i [usr] seven [sys] will i mean because you can still do that if you hold the line i'll get you directly through to the office that cover that neck of the woods they go [usr] what [sys] over cost and availability and [usr] ok [sys] then you can obviously treat scottish water as well we can locate it [usr] ok [sys] i [usr] thank [sys] won't be [usr] you [sys] thank [usr] thank you [sys] you no thank you whether your drains blocked or your taps leaking trust dino edinburgh to fix the job good afternoon [usr] hi there i just spoke to one of your colleagues there just we've got a block to pipe in our local tennis club that we've got a problem with at the moment and one of our local plumbers has tried to fix the problem but there's nothing obvious or certainly these 9 m worth of rods couldn't find any blockage maybe it's further down the the pipe itself i don't know but we've got we do still have a a block a block pipe that leads to the toilet in the the small clubhouse it's part of the tennis club in juniper green that's that's our issue the only other issue that's not going to be helpful as well is that i'm trying to find out the the the where we can find the water the the the the drainage cover and i can't find anyone to identify where that is in the street it's not it's not obvious or apparent where the where the the the drainage the metallic cover head is to remove to [sys] yep [usr] to get another end [sys] yep [usr] otherwise the plumber would have had a wee look here too i don't suppose you guys would have records of how these things are [sys] no [usr] saying [sys] no you can go on the council and get the to the council they can do that for you [usr] the council do you think is the best bet i wonder if it would be them or scottish waters gonna try them next [sys] either [usr] but [sys] or possibly either or but they only you can do it through the council and you can access the dean dus just do it online [usr] right [sys] and view the dane runs you could do that i should tell you where it is [usr] ok would you i i trust you would you guys need to know that to to to do the work [sys] it would be helpful for the guys [usr] aye [sys] just when they're on site just for access points and stuff it would be helpful to the guys if not [usr] i am i'm sure [sys] it's not a disaster but it would be if we could if we know where [usr] indeed [sys] they where they are and stuff [usr] indeed aye well i'll continue to look into that but certainly the plumber recommended called you guys because he put he put down about about 9 m worth of rods to try and see if there was any [sys] -huh [usr] immediate blockage from just it was the first few feet of the club house as it were but it was coming back nothing nothing at all and clear water as well there's nothing even flushing back the way thing he said definitely a job for [pii] [pii] [sys] right what was the postcode [usr] [pii] for hotel [pii] nn [pii] [sys] much longer [usr] delta [pii] for romeo [sys] right the job's not been booked on yet no [usr] sorry [sys] the job's not been booked on yet it's just [usr] it's [sys] to be booked [usr] not [sys] on [usr] i i've just phoned up er a moment ago the the main number that i spoke to [sys] the [usr] chap [sys] concept [usr] who's put [sys] right okie [usr] me through [sys] doke [usr] put me [sys] you're [usr] through a chat [sys] looking at the first availability of this is gonna be wednesday we're really really busy at the moment [usr] sure [sys] is that ok for you obviously [usr] i guess [sys] as [usr] i suppose er we can try and get to fix the better we switched the water off because the toilet was over spilling the toilet was coming back way after you flushed for the time being we closed the toilet and we switched [sys] ok [usr] off the water supply in in the wee clubhouse [sys] 00 [usr] there shouldn't be any further water issues [sys] right [usr] but [sys] okey [usr] obviously [sys] dokey [usr] we want to try and get things functioning again when we can [sys] ok what i'll do i'll give you a price sir just for you if we go ahead and get booked in being a commercial for the first hour on site it is including that it's £247 including that for the first hour [usr] ok it's 24247 [sys] and then [usr] if you [sys] and then it goes over the first hour to do to be fair if the guys can clean it pretty quickly for you it would be £100 per half hour again that's including that [usr] 247 for the first hour and then £100 for about half an hour after that [sys] yes [usr] ok [sys] yep [usr] you mentioned a commercial property er we're certainly we're not a household that's for sure but it's just it's just a wee it's just a wee community tennis club i mean i say clubhouse it's it's just a shed it's it's not it's not a a big commercial building but would would we still be under the commercial banner for that would we [sys] i would think it would still come under the commercial being the being the tennis club it would still be classed as a commercial unfortunately [usr] ok we're certainly not wimbledon put it that way is when the guys come when the guys come and see it i mean it it it's just it's just a it's a it's a it's a wooden hut that's it's nothing fancy def definitely [sys] i mean i would think it would i mean i can go and check for you if you have hold i quickly check that would that [usr] aye [sys] be right [usr] sure cos [sys] i'll [usr] i [sys] go [usr] say [sys] and check [usr] we're just ok [sys] ok thanks [usr] we're not a charity [sys] just [usr] i mean [sys] in case [usr] but [sys] two [usr] but [sys] thanks [usr] we're we're [sys] bye [usr] we're right ok thanks thank you [sys] no problem i'll be back [usr] thank [sys] in two minutes [usr] you [sys] thanks [usr] thank you [sys] whether your drains blocked or your taps leaking trust dino edinburgh to fix the job our dedicated team is on hand to fly into action whenever you need them 24 7 365 days a year and because we realize how inconvenient household issues really are we won't ever make you pay for a call out sound good get to know us better and book your service today at dino dot com when it comes to moving house you've got enough to think about without the worry of dodgy drains and plumbing problems don't take the risk ask about a free health care check from the friendly team here at dino edinburgh after all when it comes to a new home you deserve complete peace of mind and did we already mention it's free schedule yours in just a moment at dino edinburgh our dedicated plumbing team is ready to help with much more than just a week or two big job or small we'll get it sorted from fitting a new tap to an entire bathroom suite with us you're getting the care and attention of friendly local experts backed by the latest technology hi there hi thanks for your patience i spoke to my manager there it would still be classed as a commercial unfortunately [usr] ok [sys] do you want to think about thinking give me a call back or you happy to book in or [usr] er no no we definitely we definitely need to try and get to the bottom of this i say because if the toilet's closed and we we've got the water supply off er can i just check what what time of day would it be on the wednesday [sys] let me just check the diary to see we've got a couple of guys off at the moment we're absolutely rammed [usr] bye [sys] right wednesday is the fourth of october right right he's got an m call in queens that he's gonna eat 12 it will probably be sitting mid to late morning for you [usr] right i tell you what i just i've got a i do volunteering at lunchtime on wednesday what could i maybe could i maybe go for a different day because i say i'm committed to some [sys] not [usr] voluntary [sys] a problem [usr] work er would [sys] this [usr] it be [sys] it's your best [usr] just that that that wednesday early afternoon slots the one the one thing that i i can i can move to move around what what what what what else do you have that that later on that week do you have something on on the thursday [sys] i could do this i could do the thursday morning first call if that's easier if it'd be first thing that'll probably be between half eight and nine [usr] sure sure let's go for that [sys] we'll do thursday that's the fifth of october [usr] thursday [sys] and that's the first call [usr] the fifth thursday i'm free i'm free all day thursday aye [sys] right that's fine look what the for the rest of [usr] i'm sorry what was that [sys] what was the full address [usr] well it's juniper green tennis club no just just [sys] then [usr] to complicate things even further but don't hop at the fish the chase but the the best street to give you is [pii] and that's in [pii] but we don't have a we don't have a an official address but we're on [pii] [sys] [pii] right that's fine what was your name [usr] sorry my name is [pii] [sys] and what's your phone number [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] yep 328 but i'll get this job raised for thursday morning for you [pii] you should get a text confirming that shortly to your mobile and then we will see you thursday and you should just give us a call back i give you a number for the office direct [usr] aye please i'll i'll drop that and did you say [sys] not [usr] it'll be about [sys] a problem [usr] 88 30 on thursday morning [sys] it'll be between probably half eight and nine then who's gonna be allocated to live in [usr] no [sys] [pii] [usr] problem [sys] just head over [usr] i [sys] to the bed first [usr] i i'm [sys] thing [usr] i'm just around the corner from it i'll just i'll go up there for about half nine onwards ok [sys] that's ok doke the number for the office is [pii] [usr] [pii] [sys] [pii] and that's the direct line to the office [usr] my phones are liking that sorry [pii] [pii] [sys] [pii] [usr] [pii] i was trying to put your hands free but my phone wouldn't accept that for the moment ok thursday morning about half past eight onwards at nine o'clock [sys] yep [usr] at and they and if there are any changes to that i say i'm only i'm the only pharmacist in the road if you guys need to see if we're gonna be late just give me a call and i'm i [sys] not [usr] finance [sys] a problem at all [usr] around the corner magic well thank [sys] okey [usr] you very much [sys] dokes [usr] for your help [sys] we'll see [usr] today [sys] you thursday [usr] appreciate [sys] alright [usr] it bye [sys] cheers [usr] bye [sys] now thanks now bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's did that you can now book drainage services online in a few easy clicks visit dino.com [usr] for god's [sys] for details [usr] sake [sys] 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 if i could find [usr] hello hello [sys] hello hi there [usr] i'm phoning because well i have two problems i have a toilet that is having trouble flushing but i also the shower is beside it and there is no [sys] i think you [usr] no pressure for the shower i don't have a shower either [sys] when you say the toilet won't flush what do you mean the water won't [usr] what [sys] go down [usr] i mean [sys] or [usr] is that this has been going on for a while i had the problem i had somebody come out and see it in february the the the blockage is outside in the garden under the decking and there's just a build up that that means that when i flush it it just takes longer and longer and longer for the for it to go down for the water until at some point it will just stop going down that's what happened in february [sys] right ok well i'll have to look at those two separate jobs then there's no pressure on the shower you say and then the toilet won't get blocked ok well i'll do i'll do the toilet one first and bear with me what's the postcode first of all [usr] [pii] [sys] alright let me have a look and what's the house number [usr] [pii] [sys] [pii] is that [pii] and if i could take your first name please [usr] [pii] [sys] sorry [pii] [usr] [pii] [sys] [pii] and if i could also take your surname it [usr] it's the the person paying for it is [pii] i'm just the tenant it's [pii] i can't remember his surname now [pii] [sys] right we would need the person who's paying the the the person who's paying would be the it would need to be the one that called in [usr] come on please he's in [pii] he's asking me to do this because he lives in [pii] i mean he's he's in he's in [pii] right now he's asked me to deal with it [sys] right i'd have to put you down as the one that's paying then [usr] right ok [sys] is that gonna be ok [usr] well [sys] ok [usr] it has to be i mean i can't i can't it's gonna be impossible to get hold of him and i i don't have any toilet and i don't have any shower i'll pay for it and then i'll ask him for the money later [sys] ok what's your surname [usr] [pii] [sys] and if i could also take a contact telephone number please [usr] [pii] [sys] sorry [pii] [usr] [pii] [pii] [sys] [pii] alright let me just save all that first of all right and is there anyone at the property who may be considered vulnerable at all [usr] no [sys] no right bear with me i'll be able to get the appointment slots up now just bear with me while they load up yes and is it just the one tile that you have [pii] now would you be available for the rest of the day if we can get can get somebody today let's explain how it works as well engineer this is just for the toilet the engineer will come out obviously they'll have a look at what the issue is and once they've done that they'll 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 is is if you do go ahead prices do start 100 and £80 including va t is all of that gonna be ok [pii] ok right well let me get that booked in for you bear with me i presume you're available for the rest of the day and just get that one booked in first of all and what i'll do is i'll get the engineer to give you a receipt you can give that to the the landlord when he gets back let me just put a note on with see right there we go right i put that note on for the receipt for you now sorry what did you say was wrong with the shower as well sorry [pii] [usr] over time in the last few say i don't know two weeks or it's been the shower has been just getting [sys] bye [usr] poorer and poorer and poorer pressure until last night [sys] ok [usr] there was no shower i just had [sys] but [usr] that have a glass [sys] there's no no no water me through it all no [usr] none none nothing [sys] and is it just a shower that's happening to or is it happening to any taps as well [usr] it's just the [sys] ok [usr] shower [sys] right let me just put all that in bear with me right let me just get the appointment set up for the plumber bear with me [pii] right they should load up any time now here we go let's have a look i could send somebody for the shower as well today if you want ok [usr] brilliant [sys] let me grab that one with the showers same again engineer will have a look at what the issue is and then once they've done that they'll give you a quote if you're happy with the quote they'll obviously do what needs to be done and if you don't want to go ahead you can say no and if you do say no you don't pay anything ok [usr] potentially if they fix it today i i would have to today pay a minimum of something 300 [sys] more [usr] quid [sys] than likely free is that gonna be ok [usr] i mean [sys] you sure [usr] well not really i would rather not because i don't know if the landlord isn't gonna [sys] but [usr] be an arsehole and then not pay me back but what am i gonna do i'm in a i'm in a no win situation [sys] ok did you want me to book it in for you bear with me then say there you go [pii] i've booked both those jobs in for you the engineer will be with you both engineers will be with you at some stage today and i have asked them both to give you a phone call and a receipt once they've done the work for you ok alright [pii] [usr] ok [sys] all done good luck a pleasure [usr] thank [sys] take care [usr] you [sys] bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes through to gas speaking how can i help [usr] hi i wonder if someone could come out and clear a drain for me please [sys] yep do you have a home care policy [usr] no [sys] no is it at a property where you live [usr] yes [sys] and are you the property owner [usr] yes [sys] a standard job between the hours of eight and six monday to friday is 100 and £80 [usr] ok [sys] if the engineer comes out and finds if it's anything different he'll let while [usr] ok [sys] he's there what's the post code [usr] it's [pii] [pii] [sys] just checking that we're doing chargeable work in that area we're good to go there ok and what's the first line of the address [usr] it's [pii] [sys] searching for the property now that's good and what's your surname please [usr] [pii] [sys] i want your contact number [usr] [pii] [sys] [pii] [usr] [pii] [sys] is anybody vulnerable as a property [usr] no [sys] and whereabouts is block did you say is it a drain outside or [usr] it's a drain outside the gully or drain for the kitchen sink doesn't completely clear i can see water in it and if i put the washing machine on then the manhole cover overflows [sys] just putting the details in now and see what we can do [usr] everything in the property is free draining [sys] sorry [usr] everything in the property is free draining the problem seems to be outside that it's not taking [sys] mate [usr] it completely away [sys] ok are you in for the rest of today [usr] yes i am [sys] the engineer will give you a call when he's on his way [usr] ok [sys] and then he will require payment on completion of the work [usr] that's absolutely fine thank you [sys] ok that's all booked [usr] ok that's super thank you very much do i get a booking reference or anything [sys] i can have you got a pen it's dywo 34 double seven [usr] yes [sys] double 57 [usr] thank you very much for your help [sys] you're welcome take [usr] ok [sys] care bye [usr] thanks [sys] bye [usr] a lot bye [sys] bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or 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've reached how can i help [usr] hi mate i've got a flat that has a drainage problem i just need someone to come out and clear it if you can [sys] no problem is it inside or outside of the property [usr] it's inside it's a bathtub that is being filled up by our guest and it's just not draining [sys] bathtub filled bathtub filled up and it's [usr] yep [sys] not draining [usr] start up sort up yep not draining [sys] no problem do you have british gas home care policy that [usr] no [sys] covers [usr] we [sys] your [usr] don't [sys] plumbing [usr] have [sys] and [usr] any [sys] your drains [usr] anything [sys] no [usr] anything that we just need someone to [sys] no [usr] come out [sys] problem [usr] and and pump it out [sys] is it a commercial or domestic property [usr] no it's a domestic health [sys] thank you very much can i have your post code [usr] ii i can't remember it i think it's i think it's [pii] [sys] i'm gonna need a property i don't i don't know i won't be able to get the address about the property the postcode [usr] right thank you all right well bear with me then [sys] what [usr] [pii] [pii] [pii] are you there mate [sys] i'm here [usr] give me one second sorry postcode [sys] are you asking me if there's a postcode [usr] it's eh [pii] [pii] [sys] yep [usr] [pii] [sys] et cetera right let's have a look ok and can i get the the first line of the address [usr] yes it'll be [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] yes that's correct [sys] perfect can i take your name please [usr] [pii] or [pii] [sys] [pii] and your last name sorry [usr] [pii] [sys] thank you very much can't say much right that's your address saved let's get this work order for you ok and is this your is this the best contact number to call from [usr] yes yes this is my number you want my australian [pii] [sys] right is it is it is is it pressing is is it zero first i can't put the plus sign in what's the first number [usr] no it's [pii] it's it's [pii] [sys] i won't be able to put that contact number in i need a i need a digit instead of the [pii] [usr] [pii] [sys] i can't i can't put the [pii] in that won't that won't go through the system i need a number instead of [pii] [usr] what do you mean what [sys] do you [usr] what [sys] do [usr] number [sys] you understand me for for the uk it's [pii] whatever but [usr] but mate [sys] we [usr] we're [sys] turn [usr] based [sys] up to [usr] in [sys] zero [usr] [pii] we're based in [pii] [sys] right [usr] i i'll give you i'll give you my my mum's my mum's home address is that my mum's number right [pii] [pii] [pii] [sys] thank you is is is the issue at your mum's address is this your mum's address [usr] no this is my address mate i own this house i'm based [sys] right [usr] in [pii] [sys] ok right iii i is the billing coming to you [usr] yes the billings come [sys] right [usr] to me [sys] right ok ok [usr] i see he's late man come to late what's the difference tell them to leave they're not happy tell them to leave [sys] else [usr] i [sys] and is is is it is it just a bathtub in the property or is there a shower as well [usr] it's a shower over the bath and it's a simple plumbing issue the bath [sys] right [usr] is filling up as they're trying to drain [sys] no that's fine [usr] the bath [sys] i just i just need to ask if there's multiple [usr] most amazing [sys] saving facilities [usr] scenario i've ever heard in my life [sys] that's your usual it's [usr] what you hungry ok are you [sys] is there anybody with covid shielding from covid or any vulnerabilities on site [usr] no one has covid right [sys] no okie doke i can get this on for today and price will be for the works including va t £212 [usr] happy to pay no no problems [sys] and [usr] do i need to pay this in advance or i'll pay it once you're done [sys] that his payment on completion [usr] ok perfect [sys] er either cash or card the the engineer machine as well [usr] perfect can you because we've got guests there can you can you just give me a time when you think you'll arrive [sys] it's it it should be four hours after booking the job within that frame time [usr] alright excellent [sys] i [usr] and [sys] can't [usr] now [sys] relate [usr] now knock [sys] and [usr] down knock on the door [sys] well they they they should give that mobile number a contact before they arrive [usr] alright excellent [sys] but that's all booked in [usr] mate thank you for that i appreciate [sys] alright [usr] it [sys] no problem [usr] thank [sys] all right bye bye [usr] bye [sys] take care bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book 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] let me see how much this is the [sys] we record calls for quality and training purposes to diner pass which gas we speaking how can i help [usr] hello i want you to help me we've got a block drain [sys] ok do you have a have a policy we be a while [usr] sorry say that again [sys] do you have a home care policy with british gas [usr] no we don't mate [sys] no and is it at a property where you live [usr] yes [sys] and are you the property owner [usr] not that for them [sys] ok is [usr] please [sys] she there [usr] the [sys] with [usr] property [sys] you [usr] over [sys] is it is it where she lives then or [usr] it's where she lives there [sys] all right ok for the standard unblock between the hours of eight and six monday to friday is 100 and £80 the engineer comes out and finds it's anything different than he would reo while he was there [usr] ok when could you do it [sys] we'd have to put the job in and to check the availability as you can appreciate it different for each area ok is she wanting to go ahead with the job or [usr] yes she is [sys] is she there with you because we we [usr] no [sys] just [usr] one [sys] if she we just need to agree with her with the cost and everything if it's she's going to be the bill payer [usr] she's fine now [sys] is she there [usr] yes i'm fine with that [sys] no problem ok what's the postcode [usr] [pii] [pii] [sys] and the first line of the address [usr] number [pii] [sys] and what name is it please [usr] mrs [pii] [sys] [pii] [usr] yes [pii] [sys] and the best contact number please [usr] the one that you're on [sys] we don't see it [usr] pardon [sys] we just need the best contact number for you if you've got it there [usr] is the one i'm calling you on [sys] we don't see it [usr] all right just one minute then [pii] [sys] ok ok sorry say that again because it's really echoy this [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] [pii] [sys] [pii] was that [usr] y [sys] anybody vulnerable in the property [usr] well i'm on the vulnerable list for the gas and stuff [sys] and what's the issue there where it is blocked [usr] but the drain goes out to the to the main sewer [sys] ok what's it affecting [usr] well most things i suppose it keeps gurgling a lot i am still able to flush it but it's [sys] flush [usr] it is full [sys] flush what sorry [usr] the toilet [sys] the toilet right it's affecting the toilet ok do you have another toilet in the property [usr] they all go to the same drain [sys] ok can i just ask can i just speak to one person at a time please because it's really confusing and quite [usr] they [sys] echo [usr] all go to [sys] line [usr] they they all go to the same drain [sys] right ok just going back to the toilet you have you got one upstairs one downstairs [usr] no i'm in a bungalow [sys] you're in a bungalow ok it's 11 an ensuite and one in the main bedroom and [usr] well [sys] what what's happening when you're flushing the toilet [usr] well it gurgles a lot we've had a look and it's full and my son's tried to move it but it we can't get it to go [sys] no sorry go that's the drain you're referring to isn't it but [usr] yes [sys] what's happening with the toilet [usr] or it just [sys] are [usr] keeps [sys] they [usr] good i mean [sys] they are not backing up or anything [usr] well because they're near together one will go there and then the other one will and it does eventually go but i mean sooner or later it's going to the back up isn't it [sys] well we again we don't know that as of yet do we but it's not backing up that as of yet is that what you're saying your toilets are ok [usr] just about [sys] right ok that's fine just putting these details in now is the drain overflowing outside [usr] a bit of it did when i did the washing the other day cos it goes into the same drain as well and [sys] bye [usr] it my son's lifted the lid to have a look at it it is full [sys] ok [usr] the [sys] doke [usr] drain [sys] are you in tomorrow morning [usr] yes yes [sys] it will be between eight and one [usr] right [sys] the engineer will give you a call when he's on his way and then he will require payments on completion of the work [usr] right ok is that [sys] ok [usr] all right with credit card or [sys] that's [usr] was [sys] fine [usr] it [sys] no [usr] was [sys] problem [usr] ok right [sys] ok that's all booked in for you now [usr] all right thank you very much [sys] take care bye now [usr] bye bye bye [sys] bye bye [usr] bye my favorite | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the option 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 we record calls for quality and training purposes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone good morning my name is i'm a can i take your name please [usr] you enjoy this i think you [sys] i hear you very well [usr] you still do [sys] can i take your name please [usr] yes it's [sys] thank you and what's the first line of your address please [usr] [pii] [pii] [sys] [pii] [usr] yes [sys] what's the post code of the property please [usr] [pii] [pii] [sys] thank you you're the owner you live at this address [usr] but i'm the owner [sys] you're the are you the landlord it's a property you rent out is it thank you how can i help [usr] i think i got a couple of points here some of the diner in [pii] india went to fix the liquid yesterday but have messed up the plumbing for both my property and also the neighbor i requested for an emergency appointment last night and he sent out a drain engineer he send a plumber to to fix the issue the the drain engineer just came and left he said [sys] ok [usr] he can't fix the plumbing issue i need a plumber to be on site to to sort out the mess [sys] this is that this is at [pii] is it [usr] it's [pii] also [pii] because the the water is applied to both properties [sys] ok is that your property as well [usr] no it's a neighboring property but [sys] hi [usr] we are sharing the same fresh water supply [sys] ok [usr] and because of the liquid repair last night or yesterday afternoon they messed up the both of the system because the the the dirty water went into both properties [sys] ok let me get this sorted for you i just need to check the what should we have as your correspondence address [usr] it's fine it's fine i i got all the all the mail into that address it's all fine [pii] [sys] ok thank you you need down no plumbing out not dino rod drainage [usr] no drainage [sys] is is it a water leak then is that what the issue is [usr] no it's not because i i can't explain there was a water leak liquid they fixed yesterday but because when they are fixing them there are lots of into the system both neighbor can using the water because it blocking the system [sys] but you you say it it is a leak though [usr] the liquid right [sys] right because on your account there is a £60 excess is that right when we book a repair [usr] that's fine i mean no it's fine it's fine it's fine but we do need that sorted because in [sys] of [usr] fact [sys] course [usr] the whole thing the whole segment blocking the the the water system is as a result of the the liquid repair [sys] ok [usr] that need to be sorted i got the neighbor on the phone to me [sys] ok [usr] and [sys] is [usr] he [sys] it a fresh [usr] asking [sys] water [usr] for [sys] leak or a or or a waste pipe leak [usr] no it was the first one to leave [sys] is it outside [usr] they fix yesterday they already [sys] is there there was this leak outside that needs sorting [usr] it was all the sixth grade [sys] ok and it is a fresh water leak not used water or toilet waste fresh water [usr] can you hear me they already they already stick with this this the the water [sys] ok [usr] the fresh water [sys] and it's not the water supply [usr] but [sys] that's leaking is it is it causing any property damage [usr] it's not causing damage but it's causing the plumbing issue we can't use the fresh water in both properties because we are sharing the same fresh water supply pipe [sys] this is a recall to is it yesterday they came out to do this [usr] yesterday afternoon [sys] ok leak has been sorted yes [usr] but there are a lot of going into the water system that need resource [sys] but you're not able to use the fresh water to both properties [usr] no we can't because it's blocking block the order [sys] ok [usr] i don't know [sys] is the water being turned off [usr] no we're not using any water because the wait into the system we can't get any running water the test can you hear me sorry [sys] [pii] have been out [usr] they need a to sort the issue they they did they didn't do that yesterday [sys] ok parking ok for the engineer at the property thank you [usr] talking to me ok i need this asap because they said the neighbor is is is is still need for compensation i really need to sort this out [sys] as a if it was an emergency sorry let's have a look because you've got no water at the moment is that right ok [usr] no water can even flush the toilet [sys] ok [usr] right [sys] and you're in all day today [usr] somebody will be in today if [sys] it could it could [usr] it's not [sys] be any [usr] me [sys] time today even up until midnight but they will come out urgently i have marked it as urgent for you ok and [usr] sure sure ok that's definitely a plumber not not [sys] it's definitely [usr] not [sys] booked [usr] do [sys] as a plumbing issue we normally take [usr] ok [sys] a card details from you to book the appointment and by validating and storing your card you're agreeing to us keeping it on record to pay for the work you've agreed to we only take that payment once the work has been completed we'll remove all references to your card after the payment or 90 days after you booked an appointment with our engineer whichever comes first is that ok for you [usr] that's ok that's ok sorry before you do that can you make a note it's it's [pii] and 112 [pii] for both properties because the water the the the dirty water went into both of the properties can you just make a note [sys] i'm [usr] that [sys] i haven't got room to make much but i have booked it as a recall for you everything will be taken into account what's your best contact number for the engineer to call when he's on his way to you [usr] this is also the best way [sys] the number you're calling us from does it end in [pii] thank you do you want this confirmation in writing what i mentioned about storing your card [usr] no no it's fine it's [sys] ok [usr] i i understand [sys] thank [usr] that that's [sys] you [usr] fine [sys] and now when i ask you to i'll need you to type in your long card number into the telephone keypad but bear with me let me just get to that first how does your name appear on your card [usr] it you you as as my full [sys] ok thank [usr] name [sys] you and i will need you to type in the long card number please don't say it just type it in for me we don't i don't think we take american express if that's what it [usr] ok [sys] is [usr] just give me two seconds [sys] well well i'll try let's see if it works bear with me and could you do the expiry date as well numbers on the back of the card please thank you [usr] ok let's let's [sys] it doesn't [usr] start [sys] i i thought [usr] from the [sys] that was the case [usr] let's start [sys] we [usr] from [sys] don't [usr] the beginning [sys] take american express is there another card that you could pay with [usr] of course [sys] you've got another card have you [usr] sure thing [sys] ok bear with me then because i have to do it all again sorry sorry to keep you waiting thank you for your patience [usr] are you still there [sys] sorry it's just taking a little while bear with me is this an issue with the system you've got another card that you can pay with yes but it's not american express bear with me let me get how does your name appear is it same same as it is on your account then could you type in the long card number into your telephone keypad for me please [usr] call that [sys] thank you it didn't the only seven only a few numbers came through are you able to do it again for me please [usr] you [sys] that's great thank you and could you do the four digits of the expiry date please and now the last three numbers on the back of the card please only two numbers have come through again type the three numbers again please thank you [usr] ok can i just [sys] just waiting for those details to [usr] ok [sys] come through now thank you [usr] it [sys] that's [usr] it's [sys] all booked [usr] not the [sys] in [usr] same [sys] for [usr] issue [sys] you it's booked [usr] but the same [sys] as urgent [usr] the the issue [sys] ok [usr] is caused by your [sys] and [usr] your [sys] if [usr] repair [sys] you have if you've [usr] i [sys] paid the £60 before for the same issue then we will sort this out for you because you only need to pay £60 for one complete ok [usr] it is a drainage leakage cause this issue not the plumbing cause this issue i haven't paid for for this [sys] once [usr] before [sys] once they come out make you know get that [usr] anyway [sys] sorted out and just speak to the plumber [usr] ok sorry before [sys] and get [usr] you [sys] the [usr] go [sys] second one waived if it's they [usr] ok [sys] of course [usr] can [sys] the [usr] you [sys] issue [usr] double check is there any other appointment on this account because it seems this is the only one i needed no no don't need any other appointment [sys] ok [usr] double [sys] that's fine [usr] check just [sys] it's all booked in for you ok is there anything else [usr] because [sys] of course [usr] there was this leakage is supposed to be fixed on 18th of october but because some cancellation you bring that forward and i think that's still showing on our system if you just double check how emergency there should be any other request [sys] let me just check for you [usr] that's the yesterday [sys] there's one for the they they came out today for the blockage [usr] i think [sys] and [usr] that's where [sys] now [usr] the confusion [sys] i've booked [usr] comes [sys] one [usr] from the [sys] and [usr] 13th [sys] then there's one [usr] of september [sys] that was on the 13th of september wasn't it [usr] they [sys] that they [usr] claim [sys] came out [usr] they [sys] to [usr] said they [sys] was [usr] need to come [sys] was [usr] back [sys] that [usr] on the 18th [sys] a leak [usr] of october but they came yesterday and fixed it [sys] ok let's have a look [usr] ok [sys] ok that that that [usr] i [sys] job is is on our system but it's not [usr] just need two [sys] no [usr] second [sys] they they [usr] [pii] [sys] haven't booked another call out to come out to that one if i give you their direct number [usr] [pii] [sys] if you want to liaise with the team who came out to you i can [usr] ok [sys] give you their [usr] ok [sys] direct number as [usr] [pii] [sys] well [pii] [usr] sorry sorry [sys] [pii] [pii] [usr] ok ok that's [sys] [pii] [usr] fine thank you that's the direct number [sys] ok [pii] [usr] ok [sys] [pii] [usr] ok ok thank you bye [sys] that's the number of the people who came out to you tightened up the leaking stop cock and did that for you yesterday yes thank you take care bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will [usr] it's [sys] 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 well said i know [pii] how can i help [usr] hi i need to book an engineer to come out and have a look at our drains we've just moved into a property and we we realized i think the drains are blocked up [sys] right [usr] what's happening is occasionally our toilet upstairs blocks it's easily unblockable with a plunger but we seem to have standing in water in the drain in the at the sink and when i just went downstairs we've got where we've got the washing machine on there's bubbles and stuff coming out of the drain i think there's a drain [sys] right [usr] train machine downstairs [sys] ok we should be able to have a look at that for you is it something that you need to pay for you don't have british gas cover i assume [usr] we don't know we would have [sys] ok [usr] to pay for it [sys] no worries let's have a look grab some details we'll get it all booked into the system and what's your postcode there [usr] rh [pii] [sys] you [usr] bn [sys] ok do let's have a look and what's the first line of the address [usr] it's [pii] [sys] no i get it all set up in here wow that's right there we go and it's your own home then you own it as well as live in it you said you just bought it no worries that and if i could just take your name [usr] it's [pii] which is gr a sorry [pii] am [sys] okey doke [usr] and [pii] is [pii] [sys] what and pop into here i'm gonna let them know what's happening you say it's just bubbling up and things it's not you've not seen signs of overflowing or anything [usr] no you could just [sys] with [usr] see [sys] with siri [usr] bubbles coming through and there's a bit of a smell downstairs but we we thought there was something strange going on i said the toilet blocks every now and then it's really easily un unblocked with a plunger but then it's [sys] yep [usr] just more and more things and we thought there's gotta be something wrong with the drains down the main drains [sys] it sounds it's got a partial blockage and you'll manage to move some of it and get rid of enough of it to get some flow back but then over time it'll tend to build up again but we can have a look at getting it all fully cleared out for you and back to normal just while i'm in this section is there anybody got any vulnerabilities you'd the engineer to know about medical issues or mobility or anything [usr] no no [sys] no no problem save the masking later on you'll pop that into that just gonna get it assigned to our local team for drainage and then yes we do all right perfect and what's the best contact number for yourself [usr] it's [pii] [sys] yep [usr] [pii] [sys] yep [usr] [pii] [sys] ok doke i'll put that one up right that should be almost everything it needs in here to grab some availability for us i'm just gonna save that one on the screen or pick up i mean it's availability to have a look tomorrow as a morning appointment or an all day appointment or we could do [usr] the [sys] a morning or an afternoon [usr] that's [sys] wednesday [usr] fine tomorrow is fine [sys] ok ok doke do you want it in a morning appointment then is that done out of the way in the morning [usr] that'd be that'd be good [sys] no problem let's pop that into that we've got that reserved for us right that's that bit done and now there's normally a fixed cost for it as long as it's just debris build up and there's not damage down the drain or anything if there was any suspicions of that survey you should have brought that up anyway [usr] yes [sys] that's probably you might but we have to put the provider on it but it's just normal debris build up and it's 100 and £80 including va t but that's everything no call out [usr] right [sys] fees no hourly rates involved [usr] ok [sys] js included for it if it's needed and you just pay at the end stick with your card or you can do cash cards [usr] perfect [sys] most we [usr] brilliant [sys] want card [usr] thank you [sys] we do that at the end with the engineer once they're done and dusted i'll bob it through for you you'll get a text with a booking reference and the local dino team's number in a minute or two shouldn't need it for anything it's just your confirmation it's gone over for it we'll give you a ring 20 minutes half hour before we expect to arrive [usr] perfect [sys] and we'll get [usr] thank [sys] it all [usr] you [sys] sorted for you is that all right [usr] thank you very much mate much appreciate [sys] no [usr] it [sys] problem we'll see [usr] have [sys] you then [usr] a great evening [sys] cheers [usr] bye [sys] thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem 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 [usr] what [sys] dot [usr] they do [sys] com for details alternatively [usr] wasn't eating [sys] please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes well i know my name's [pii] how can i help [usr] yes i'd i have a blocked toilet [sys] ok and do you have british gas cover for your drains or is it something you need to pay for [usr] it would be something i'd need to pay for [sys] ok no problem and have you ever been out to you before or would this be the first time [usr] first time [sys] ok doke have a see if i can just start with your postcode [usr] [pii] [sys] one moment i'm just getting some details here i'll have a look at getting it sorted and you just have the one toilet in the property that's blocked [usr] no two [sys] but there there's one that's blocked here the ones still running as it should do [usr] yes [sys] ok no problem that's fine just to establish how it's all set up if you give me one moment then probably you over to the local team and we'll get it all set up and get it sorted for you one moment [usr] ok [sys] a diner rod glasgow please listen to all of the following four options before making your selection please press option one for plumbing issues please press option two for drainage issues please press option three for accounts and finally option four for all other inquiries good afternoon [pii] [pii] speaking [usr] good afternoon i have a problem with a blocked toilet i was hoping you'd help me you'd be able to help me with [sys] do you have british gas home care cover [usr] no [sys] what's your postcode there please [usr] [pii] [sys] what area is that sorry [usr] it's [pii] [sys] right i don't have anything available tonight i'm afraid [usr] that's if you tell me you've got it tomorrow i'm happy [sys] i don't know about that we're very busy as well tomorrow pe 17 i could do tomorrow it would be an all day appointment between hours of eight and six [usr] that's that's fine it doesn't matter that there'd only be one thing you'd need to give it's for my 97 year old mother who will not hear you if you turn up you would need to give me a call and i can be there in five minutes [sys] yep [usr] as long as you can do that i don't care when it [sys] that's absolutely fine we would phone them when we're on the way we would need a contact number anyway [usr] brilliant [sys] but that's absolutely fine what name [usr] that's [sys] what [usr] fine [sys] sorry is that a flat or a house that your mum lives in [usr] it's a flat [sys] it's a flat and is is she the bottom or has [usr] she [sys] it [usr] is middle [sys] right are the drain the drains will be shared with the neighbors [usr] yes [sys] right [usr] yes they would [sys] ok [usr] be [sys] it's 100 and £80 for the first hour on site and should it take any [usr] brilliant [sys] longer than [usr] fine [sys] one hour it's £80 for every other 30 minutes on site [usr] bye [sys] ok and it's just payable to the engineer by cash or card whatever suits you best [usr] that's no [sys] right [usr] problem [sys] what name do you want me to book the job under please [usr] bain bain [sys] bain and what's the full address there please [usr] it is [pii] [pii] [sys] [pii] [usr] [pii] [sys] and i've got the post code that's fine and could i take the contact number as well please mr [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] yes [sys] that's great i'll get that booked in as i said it will be between the hours of eight and six it probably [usr] it's [sys] most [usr] fine [sys] probably be towards lunchtime maybe in mid afternoon but he'll certainly give a wee call on your number when he's [usr] as [sys] on the way [usr] long as as long as as as long as he calls that's fine [sys] if [usr] it could be five o'clock i'm not that bothered [sys] he definitely will give you a wee call or as he will be phone from my mobile [usr] right [sys] but he'll certainly give you a wee call [usr] that's brilliant [sys] ok [usr] thank you [sys] no [usr] very much [sys] problem thanks very much thank [usr] ok [sys] you bye [usr] right [sys] bye [usr] bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling our calls are recorded for training and monitoring purposes please choose from one of the following options press one for a new blockage or service inquiry press three for an existing or completed service press three for accounts press four hello [pii] how can i help you [usr] hello there i have a blocked rain i am not in the [pii] area however i'm in [pii] [sys] ok [usr] would you cover [pii] and if what would the call out charge be [sys] i am just going to take a few details from you and [usr] ok [sys] the guy called [pii] will give you a wee call back and he'll be able to best advise you of the charges [usr] ok ok that's great [sys] and is the block drain causing you any bother within or outside the property any flooding bad smells or any of your appliances being affected [usr] it's causing just a great big puddle outside on the patio it's when the washing machine is losing its water draining it's water it's not clearing away it's just on the patio it's just causing a big puddle [sys] ok no problem and can i take the address of the property please [usr] certainly it's [pii] [sys] [pii] [usr] [pii] and that's in [pii] the postcode is [pii] [sys] not a problem and can i take your name please [usr] certainly it's [pii] [sys] check the mobile number you're calling me on is that the best to get you [usr] that's great [sys] that's great [pii] i have all those details i'm gonna pass those on to [pii] and he'll be in touch shortly [usr] ok lovely thanks very much thank you [sys] you're welcome take care bye now bye [usr] 55 [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you [usr] right [sys] need [usr] but [sys] help [usr] the kids [sys] with [usr] are [sys] a drainage [usr] running around [sys] problem [usr] i'm just [sys] press [usr] trying to [sys] one [usr] walk [sys] if you require our plumbing services press two or if you have did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] speaking how can i help [usr] hi there i've got a blocked outdoor drain in [pii] i was wondering if someone could come and have a look at it [sys] that's fine can i just have to ask first do you have plum and drains covered with british gas [usr] [pii] do we have plumbing and drains covered with british gas i don't think [sys] ok could i take your postcode please [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok i'm just gonna make sure we're covering work in your area before we go any further we are i can book you an appointment just gonna set you an account have we been out to yourselves before do you [usr] no [sys] know or [usr] no [sys] no ok i'm just gonna set you an account up then [usr] is this [sys] take [usr] gonna take [sys] me a few [usr] a while [sys] more [usr] this call or should i call back later cos i am in a bit of a hurry [sys] it'll probably take at the most five minutes [usr] right ok [sys] ok could i have the first line of your address please [usr] [pii] [sys] [pii] that and could i take your your first and last name and your the best contact number for yourself [usr] [pii] [sys] [pii] did you say [usr] [pii] [sys] [pii] ok [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] worry ok and can i just ask i know it sounds a silly question but it is is it a domestic property is it your home [usr] yes domestic property [sys] and is there anyone with any any vulnerabilities at the property that we need to know about [usr] probably not that you need to know about no [sys] ok [usr] hello [sys] hello sorry [usr] ok [sys] i'm still here sorry about that don't worry i've not gone i was just finishing [usr] there was a funny noise [sys] setting [usr] on [sys] the [usr] line [sys] up [usr] i just wanted to check nothing cut off [sys] don't worry and could i take a prob a description of what the problem is did you say [usr] we've [sys] it was a block grain [usr] a there's a it's a block drain the kitchen and bathroom and and a kitchen and bathroom pipes drain into it and i've just noticed [sys] yep [usr] that it's overflowing now onto the path [sys] right ok could i ask what overflow is it is it just normal water or is it sewage water or [usr] it's not sewage water no it's it's it's [sys] right [usr] gray [sys] ok [usr] water [sys] ok same ok [usr] excuse me i'm on the phone now i know darling i know [sys] right won't be on it the drains outside did you say i can get that booked in for you now i just need to go through the prices with you and the procedure if that's all right [usr] yep [sys] because it it's not overflowing sewage waste or anything that it will be a standard job which can be up to three days [usr] ok [sys] the if it's in the weekday say if they don't come out this week and it's in the weekday the prices start 100 and 80 the engineer will come and assess the work required and then they'll provide you with a price there's no call out charge and if you're happy with the price provided the engineer will usually complete the work there and then and payment is required on completion by cash or card [usr] right [sys] is that ok [usr] it's a minimum of 100 and 80 [sys] yes minimum's 100 and 80 that's why it starts at during the week [usr] well ok there's there's no chance anyone can come at the weekend [sys] i can i can see if someone will but it will be 225 today and then tomorrow sorry one second let me just check for you system just went down then and then on sunday it starts at 237 [usr] right ok all right let me do if you book that in am i able to call back and cancel [sys] yes of course you can call [usr] at any [sys] back and cancel [usr] up up to any time [sys] up to any time you can cancel if the engine hits on his way it's completely up to you [usr] all right then i'll i'll do that i'll let let's book it in but if [sys] ok [usr] i find another solution in the meantime i'll i'll call and cancel [sys] ok did you want it booked in for the standard then for just [usr] standard [sys] drawing [usr] please [sys] the wii card ok ok i'm just gonna check the availability for you we have an appointment on monday tuesday wednesday or thursday [usr] monday's good [sys] monday ok right that's all booked in for you would you the reference number if you do want to ring back and cancel it you'll be able to just find [usr] just [sys] it [usr] one bear with me one sec [sys] that's fine you just tell me when you've had it [usr] i'm putting you on speaker can you still hear me [sys] i can still hear [usr] ok [sys] you [usr] i'm just gonna write this on my phone hang on number the drain go ahead [sys] it's 348 [usr] 348 [sys] 0309 [usr] [pii] and just [sys] that's [usr] sorry [sys] it [usr] just give me your company name again [sys] it's dino [usr] dino just dino [sys] just [usr] ok brill thank you very much [sys] all right you [usr] ok [sys] have a good day [usr] will [sys] bye [usr] the engineer ring [sys] bye [usr] four [sys] bye [usr] texts on them today to say when he's coming [sys] sorry i did forget about that part then they do ring either half an hour or 45 minutes before just [usr] all [sys] to let [usr] right [sys] they're on the way [usr] ok brilliant thanks very much [sys] all right then bye [usr] thank you bye [sys] right | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team we record calls for quality and training purposes good evening you're through to british gas services my name is how may i help you [usr] hello yes i'm i don't know if my this problem is covered by my home care but my soil waste pipe has come off and then flooding everywhere [sys] no [usr] and i see you have dina rod as part of your company i needed a repair or check done to the the soil waste pipe coming through the house because that's has a leak or i've had a temporary fix for the time being able to meet the permanent fix and someone said that the drains might have a blockage as well to have that sorted to have the drains clean at the very least of that [sys] right you don't know whether you've got the cover initially is that what you were trying to say sir [usr] i can't remember my policy when it [sys] no [usr] all i'm [sys] don't worry right ok [usr] traveling abroad [sys] can [usr] at [sys] do [usr] the moment [sys] your home care reference there please [usr] no i don't really travel at the moment that's why my friend staying there gave me a call about the the leak i haven't [sys] right [usr] a i'll give [sys] bear [usr] you [sys] with [usr] my postcode [sys] me a second bear with me a second please sorry i suddenly realized it's gone pitch black i couldn't see anything sir sorry it's [usr] hi [sys] pouring here [usr] hello [sys] right let me give me a second i'll just get the screen up right your postcode is please [usr] is [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] that's right yes [sys] and the house number please sir [usr] [pii] [sys] [pii] let's see if we can find you from that now is it a flat or something or is it a house [usr] it's a flat two flats i think we have policies in both flat a and flat b or flat one and flat two there should be two [sys] what's [usr] policies [sys] it for [usr] there [sys] which one is it for please [usr] it's for both ba this one's for [pii] [sys] what's [pii] right ok let's go into that one that's not looking very helpful bear with me a second what's your name please sir [usr] it's [pii] [sys] right ok i see if i can find it from that that might be easier [usr] it's [pii] er [sys] that's ok i've got that that's fine [usr] good [sys] it's just there's a lot of information and i'm trying to just narrow it down to see if i can work out the right accounts here and then establish things from there [usr] the online system doesn't work very well i'm afraid [sys] sorry [usr] the the online thing never works for me either [sys] right bear with me it was [pii] [usr] [pii] [sys] hang on i've got quite a few addresses coming up here right not getting anything up that [pii] and then what is the address sorry [usr] [pii] [sys] not [pii] [usr] or it could be a or b sometimes they put a b sometimes one and two it gets [sys] i i [usr] very confusing [sys] i've got two different ones for [pii] but one says [pii] and the other one's seeing gosh cos i've gotta make sure i get the right policy if not it's gonna cause confusion [usr] -huh [sys] that's my but that's calling it well obviously because we've got to get an engineer to go out to the right place as well is it [pii] then [pii] [usr] what is the what are the two what are the claims you got got [pii] b and the other one's called what's they got curious [sys] i can't [usr] they got two different ones [sys] work out what the other one is that's what the confusion is is [usr] i think [sys] that one [usr] the is probably the top one the other one's probably the right one [sys] no the other one doesn't look as if it's got anything active in it bear with me a second because [usr] it [sys] i'm [usr] definitely [sys] trying to [usr] is i can see the director [sys] bear bear [usr] becoming [sys] with me a second [usr] a [sys] bear with [usr] ok [sys] me a second i'm trying to that one says landlord and [usr] it was changed to landlord you would find it under the landlord one [sys] well that's the flat b one i think that comes under landlord [usr] ok [sys] because i've also got another property in [pii] [usr] no that's a different one and then that one [sys] have you just got the two flats [usr] no i've got with you i've got three flats there's two flats in [pii] and one flat at [pii] [sys] the other one in [pii] is not giving me details up that's what's causing i don't quite understand [usr] was a residential one which was converted to a landlord one [sys] the the the landlord one is flat b is that's been converted to i'm not landlord trained this is why the the flat b one's got an l for landlord against it [usr] i think they're both landlord now [sys] i can't get the other one to open up and give me any details bear with me a second i'll try and see what this is going to come up with cos you'll have different references i would have thought for both of them [usr] ok it's the same policy it shouldn't make much of a difference [sys] is it right ok right i've got flat b coming up then is the one i can get that's got home care for you should be covered for that one bear with me a second bear with me a second i'm just gonna [usr] ok [sys] click bear with me that covers all repairs to the plumbing system of your property the hot and cold water pipes hot water cylinder water supply pipes replacement parts did you say it was a soil waste pipe [usr] that's right it's a waste pipe ok my my i'm i'm traveling abroad and my phone might die soon can i give you the details and try to see if engineer can come and see what is and isn't covered there and then obviously we can work out what's covered and what's not covered when he gets [sys] ok [usr] there [sys] bear with me i'll go i'll go on to create a booking [usr] thanks much [sys] i'm just waiting [usr] anything [sys] on the system [usr] available [sys] to [usr] tomorrow [sys] load just bear with me i need to we haven't got that far yet we're still to go through the actual job details before i get [usr] ok [sys] that far [usr] ok [sys] yes [usr] ok [sys] the £60 excess on this policy mr [usr] that's [sys] [pii] [usr] right that's [sys] ok [usr] correct [sys] what we're calling it we're calling it a blockage is it a blocked toilet [usr] but [sys] is it a leak [usr] it's quite complicated that's why i think someone has to come and look at it because what it started off with a leak it started out is that the for some reason the inspection panel on the waste pipe just seemed to disintegrate and then obviously the water was gushing out i got [sys] right [usr] someone to come and [sys] is [usr] look [sys] it [usr] it [sys] a leak is it a leak or is that stopped is that element stopped [usr] well [sys] leaking [usr] that's stopped now but it's only temporarily fixed because obviously i had someone was there at the time and they they had a temporary fix in it while they were there they said the other parts also leaking and they also said there's a blockage in the actual drain they said there's something a a rock or concrete or something in the drain you need to have the drain cleaned or or looked at and i can send you the pictures and [sys] there's no [usr] then [sys] point because i'm not i just need to book it into the system i'm trying to niche it whether it's a plumber or drains or both [usr] i think it's both you need both [sys] i probably [usr] well it's a plumber [sys] need to do [usr] who knows drains [sys] right well which is the priority which is it [usr] i think it's the the the plumber [sys] is it leaking [usr] to fix the the leaking out that's the priority [sys] i think we'll put it down as a leak because it's i take it what we're saying is it's is the waste pipe is it that's [usr] i said the soil waste pipe is is leaking [sys] right because well they either got outside leak toilet system waste pipe it's not a fresh water leak i'm taking it it's [usr] you [sys] waste [usr] know [sys] pipe [usr] it's the waste water when if you have a bath or anything that the water comes [sys] it's waste [usr] down through [sys] pipe [usr] this pipe waste [sys] ok [usr] pipe [sys] it's a waste pipe do you have access of whoever's in the flat do they have access to usable bathing and toilet facilities [usr] yes i do [sys] they do they've got other ones ok the instruction to the engineer this is a bit where you can tell me what do you want me to put in the instructions here sir sorry [usr] ok is to repair and fix the leak due to the inspection panel damn [sys] right [usr] it [sys] repair repair and fix to inspection [usr] the leak [sys] panel [usr] your [sys] the [usr] panel [sys] the pain infects to leak [usr] from the inspection [sys] i [usr] panel [sys] bomb inspection panel ok [usr] that's it and he can check the whole system if he's there if that's possible to check all the piping well for any other leaks and to check for any other leak [sys] in is it in the in the site is it where is this is [usr] in [sys] this [usr] in [sys] in the [usr] the same wastepaper in the same system same [sys] is it in the bathroom [usr] the pipe is in in a in the in the kitchen living area it was an outside pipe but over the years when the building was extended it's now inside the house it's in the middle of the house [sys] to leak from inspection panel in the kitchen [usr] that's it [sys] right ok and you said and also check what did you say sorry i forgot [usr] if there any other leaks because there's there's there might be another leak somewhere else to check all leaks maybe [sys] right [usr] a leak from somewhere else we can just double check there's a leak coming [sys] ok [usr] from somewhere else [sys] i've [usr] i could check [sys] got an all [usr] for [sys] day appointment tomorrow sir between eight and six will somebody be available at these [usr] that [sys] times [usr] there will be a one [sys] fantastic [usr] there [sys] right ok bear with me i need to read a statement to you before i take the credit card details ok sir to book [usr] ok [sys] the appointment by validating and storing your card mr [pii] you're agreeing to us keeping it on record to pay for the work you agreed to and we'll only take the payment once the work has been completed we'll remove all references to your card after the payment or 90 days after you booked an appointment with our engineer whichever comes first do [usr] right [sys] you want written confirmation of the agreement to store your card [usr] that that i have it it's fine that's good [sys] ok sir right bear with me a second the contact name for tomorrow who would the engineer be asking for [usr] i wanted to give it a chap called [pii] he'll be there i'll give you his details i'm just scared i'm gonna run out of space and time it with my phone if you can give [pii] a call but [pii] will only be there from 9 30 if it's beforehand i'll give you another number [sys] but i can [usr] but [sys] only [usr] they [sys] put [usr] will [sys] one i can't i i don't think that we can only put one number down as a contact sir [usr] ok well [pii] will be fine one he'll [sys] ok [usr] be there i'll [sys] brilliant [usr] i'll tell i'll tell him what to do [sys] ok [usr] if [sys] super [usr] i ok his number is [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] i'm just going to dial out sir and get authorization from the card bear with me a second right how does the name appear on the card please sir [usr] it's [sys] that's [usr] [pii] [sys] [pii] isn't it [pii] just [usr] that's [sys] i've got somebody [usr] right [sys] that spells it with [pii] [pii] hence the reason i ask that right and can i ask you now to pop the long number into the phone but don't say anything out loud to me please sir [usr] ok debit card [sys] no [usr] and [sys] no [usr] it [sys] i said [usr] is [sys] you don't say any [usr] [pii] [sys] numbers you put them into the phone you can't say them to me please [usr] ok [sys] least i run off and [usr] ok [sys] rush off to her or somewhere fabulous shouldn't joke about these things that's why we just say pop [usr] ok [sys] it's quite [usr] it's [sys] there sometimes [usr] ok to joke [sys] one [usr] it's [sys] needs [usr] good [sys] to [usr] to joke about it [sys] nothing's going into the phone yet [usr] exactly [sys] sir are you aware of that it's not picking anything up have you put [usr] i said it's because i'm phoning from abroad maybe that's a problem [sys] ok [usr] i'm thinking [sys] because without this it won't make the booking it's got to be prepaid there's nothing registering in my system that that's one [usr] should [sys] number [usr] i try [sys] gone in [usr] it i get [sys] one number's [usr] i try [sys] gone [usr] it [sys] in [usr] ok i'll put it in i was waiting for some automated voice or something [sys] right [usr] sorry [sys] ok and if you can put in the expiry date please four numbers two for the month two for the year please brilliant and now the three numbers on the back please just gone quiet waiting list to come through right that looks as if i'm just waiting on a job reference to come up mr [pii] do you want a booking reference sir [usr] do i need it i got a pen and paper [sys] no it's up to you i just i'm just volunteering it just in case you wanted a reference there [usr] ok it's all right i can just phone you if i need it [sys] ok fantastic that's all done sir [usr] brilliant they'll come tomorrow and they can take it from there [sys] absolutely and they'll advise you i'll give you an update to [pii] [usr] brilliant [sys] tomorrow ok sir [usr] thank you [sys] lovely [usr] much thank you thank [sys] have [usr] you [sys] a good [usr] bye [sys] trip [usr] bye [sys] thanks [usr] you too bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two [usr] where [sys] 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 [usr] my wallet [sys] my name is [pii] speaking how can i help [usr] ohh hiya we were working on a job yesterday and they've got a a really bad blockage underneath the bath is that something you could deal [sys] ok [usr] with [sys] is it is it the one of the powers that are blocked [usr] it's the worst [sys] or [usr] it's the worst pipe you have between the bath and the kitchen sink [sys] well one of the engineers could come out and have a look have they got home care cover or [usr] no no i'm a builder it it's not a job we were working on [sys] right ok what's the post code of the address [usr] it is [sys] very [usr] [pii] [pii] [sys] [pii] [usr] sorry it's [pii] [sys] thank you and is it a commercial or residential [usr] it's [sys] property [usr] a residential it's it's [pii] [pii] [sys] bear with me a moment i was younger what's the road called sorry [usr] [pii] [sys] and it's three [usr] it's [pii] [sys] this year [usr] [pii] [sys] [pii] i got it can i take a first name please [usr] it's [pii] [sys] and surname [usr] [pii] [sys] and a contact number please [usr] [pii] [pii] [pii] [sys] ok is a blocked raise pipe underneath the bar [usr] it's yes we've removed the bath panel but we couldn't clear it yesterday [sys] ok do if anyone in the property has got any health issues [usr] no [sys] and do they have a shower or bath that that they're able to use or is [usr] that's [sys] that the only [usr] the only [sys] one that they have [usr] one [sys] ok there's no call out charge the starting price between monday and friday eight and six is 100 and £80 which includes the a t any additional cost they let beforehand and they take payment on completion cash or card is that ok [usr] absolutely fine [sys] i'm just gonna check the availability [usr] i might not be [sys] all [usr] less [sys] right [usr] go [sys] i've got [usr] on [sys] i've got tomorrow available between eight and six or between one and six [usr] have you got nothing today [sys] nothing today tomorrow is the nearest one i have [usr] ohh can i make a call and ring you back [sys] sure that's perfectly [usr] can [sys] fine [usr] you just save that on there and i'll just check it's ok tomorrow [sys] do you want me to schedule it in for you then that you i can reserve the slot [usr] and then if i if they can't make it i'll have to cancel it [sys] that's perfectly fine [usr] i'll i'll i'll that's fine [sys] all right then no worries thanks [usr] cheers bye [sys] take care bye | 0Appointment / Booking
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[sys] welcome to dina 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 rock thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening [pii] speaking how can i help you [usr] hi [pii] my name's [pii] british gas put a job through to me for me i've got a block drain i've got no toilet in the house or anything i was just wondering if you could give me a time on it [sys] ok can i take your postcode please [usr] is ox 44 [sys] w 44 [usr] nine bh [sys] nine bh [usr] i've got a reference number [sys] all right thank you is it the one ending 742 thank you you're you're you're [pii] and the first line of the address please [usr] [pii] [sys] thank you your british gas we've got a policy with british gas it was booked this evening [usr] i only got home this evening [sys] ok [usr] and i've got no toilet no sink nothing [sys] right they've not yet assigned an engineer to the job [usr] right [sys] we just need to to just give the dispatch team some time to assign an engineer to the job [usr] all [sys] was it [usr] right [sys] you see it booked it the next stage is after the british gas team has booked it then another team would assign an engineer to it one has not yet been assigned [usr] have i got to get back in touch with them [sys] let me just have a look quick look because they would need to to sort it out with the with the team that's booking the with the the engineers one has not yet been assigned are you ok to hold and i'll put you through to them [usr] ok thank you [sys] thank you if you just just need to assign get an engineer assigned ok [usr] ok thank you [sys] thank you 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] they haven't even assigned a job yet british gas or something fucking stupid tell [sys] good [usr] you [sys] evening [usr] about [sys] welcome to you're speaking to [pii] may i take your home care policy number [usr] i haven't got it sorry [sys] ok could i take your postcode and house number that you're calling [usr] it's [sys] about [usr] [pii] [sys] ok [usr] [pii] [sys] [pii] did you say [usr] [pii] [sys] ok and the house number [usr] [pii] [sys] [pii] ok just one moment and can you confirm your name for me please [usr] [pii] [sys] ok and the first line of address is [usr] [pii] [sys] ok that's great how's it i can i help you today [usr] well i've just i've put a call in about an hour ago and you said somebody [sys] ok [usr] from [pii] will be calling me dino rod [sys] ok [usr] is saying that british gas hasn't assigned a job yet to [pii] [sys] ok let's have a look [usr] as [sys] and [usr] soon [sys] find [usr] as [sys] out [usr] they [sys] for [usr] get [sys] you [usr] that they can assign an engineer [sys] let's have a look it does state here that booked an appointment on account number there's a work reference number as well let's have a look anyway let's see what we got [usr] thank you [sys] it's ok blocked only toilet emergency and it's showing as open and it's with them it's with the dino team [usr] well the dino team are saying is you haven't assigned a job [sys] i can give you the reference do you want me to give you the [usr] i've [sys] reference [usr] given [sys] and [usr] i've [sys] then [usr] got the reference dywo 3733742 and they said [sys] that's [usr] as [sys] correct [usr] soon as british [sys] yes [usr] gas assign it then they'll get an engineer out [sys] it's been done i mean i can't understand how or what else they require [usr] i don't know can you can you get in touch with them to let them know or [sys] i can try for you let me just see if there's anyone there ok i'll see if i can get through to him now ok [usr] ok thank you [sys] no worries [usr] is trying to contact sign number british g again no [sys] hi miss [pii] thanks very much for holding there [usr] hi [sys] i've spoken to [pii] with regards to this job and what they've said to me is it's been booked in from today but because it was booked in from six o'clock which is after four o'clock now normally the appointments that are booked in by four o'clock are normally in day if it's anything after four o'clock then it can be up till one o'clock tomorrow [usr] right [sys] it's but they will contact you and they are aware of it they have stated to me that [usr] ok [sys] we are aware of it but the only reason we couldn't say that it's been booked in is because the reason that is it's not booked in as an emergency today i think what they are looking at is ones which are booked in before four o'clock [usr] all right ok [sys] if they booked in before four o'clock and it's not a problem they would have looked at today [usr] ok [sys] however ones which are booked after four o'clock they can take up to one o'clock the following day [usr] ok [sys] all right [usr] thank you very much for that [sys] no problem at all [usr] ok [sys] that's all right you're welcome ms [usr] all [sys] [pii] [usr] right [sys] ok [usr] take care bye [sys] thanks and you [usr] bye [sys] too bye [usr] bye [sys] bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino od 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 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 [usr] hello [sys] you're through to how can i help [usr] hi hi there i'm just i'm phoning i've got a block o that was needs needs dealing with and i just wondered if you could give me an idea of how much that would cost or how much it is likely to cost [sys] no [usr] and [sys] problem [usr] and when it might be able to be done [sys] is it for residential or commercial [usr] visa [sys] property [usr] it's residential [sys] ok we don't charge for the call out unblocked fee is 180 it's just payment with the engineer by cash or card [usr] right ok thank you and and do when you when you might be able to get that [sys] without [usr] done [sys] taking the details i wouldn't know at the moment i'm afraid should be able to get out to you by the end of the week maxims either today tomorrow or friday [usr] ok all right and i can i can book that online can i as well [sys] you [usr] with that [sys] can [usr] ok all right thanks thanks [sys] ok [usr] thanks for telling [sys] no [usr] me [sys] problem [usr] that's [sys] sir [usr] great [sys] bye bye [usr] thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plu did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to [pii] my name is how can i help [usr] hi i'm wondering if we could get somebody out to have a look at a drain we've got a rather unpleasant smell coming from outside [sys] ok and what's the post code please [usr] [pii] [sys] bear with me a quick second just waiting for my system filled up all right ok is this a domestic or commercial property [usr] er domestic [sys] ok no worries and what is the first line of your first line of your address [usr] [pii] [sys] please ok thank you very much and what's what's your name please [usr] [pii] she [pii] [sys] and your contact number please [usr] [pii] [pii] [pii] [sys] ok one second and is there anyone vulnerable within the house at [usr] no [sys] all ok a second ok oops sorry one second i'm just trying to get this to work ok now do you have any cover with british gas [usr] sorry it's a very bad line do i have any what [sys] do you have any cover with british gas or for your plumbing and drains do you have any policy [usr] no [sys] with british gas ok right and what exactly is there any blockers or just is it just a smell [usr] well i don't know if there's a blockage i mean the smell would seem to indicate it is i mean that the everything's flowing away ok but we just keep getting this terrible backdraft of smell [sys] all right i'm just gonna look for a time slot bear [usr] can [sys] with me [usr] you just give me an indication of cost [sys] cost wise if it's between 8 a.m. and 6 p.m. on a monday to friday you are looking at 100 and £70 start price but that already includes the 18 now even though we say it's a start price it will tend to remain that same price if there is no if there is no if it's not a sunken drain crack pipes or anything that the price will remain [usr] just [sys] will [usr] clearing [sys] usually [usr] clear [sys] remain [usr] clearing and cleaning would be covered under that [sys] yes that that that's [usr] ok [sys] correct ok bear with me let me just see what's available hm just looking for a time slot now we can see what we have available and not suitable well you said everything internal is perfectly fine [usr] yes [sys] ok let's see what we have ok i mean i can do something today between one and six or between eight and one or one and six tomorrow which would be your preference [usr] today is good if if that that's an option [sys] ok ok i've booked it in for between one and six you will get a call prior to the engineer arrival just bear that in [usr] that's [sys] mind [usr] fine [sys] ok all right no worries that's booked in for you enough [usr] could you also tell me what you charge for drain mapping [sys] or with drain mapping you have to speak to the local office [usr] well [sys] i can give you the number to the local office and they will be able to give you a rough idea for drama and how much it costs [usr] i rang the local office number do [sys] no this is this is not this is not the local office this is just the the call center that covers the entire country now some certain specific jobs we will refer to the local office a drain mapping [usr] what's the number for the local office [sys] it's [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] and where is that office [sys] bear with me a quick second that office is in [pii] [usr] ok not really the local office just [sys] no but that covers your post [usr] yes [sys] code because we split the post codes and that covers [usr] ok [sys] yours [usr] all right thank you and does how [sys] right [usr] is payment do they come with a mobile payment option [sys] you can pay by cash or card they come with a a card [usr] ok [sys] machine [usr] all right thank you [sys] alright no cheers bye bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] what i did my head in [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 [usr] i i mean i remember it when i did my and i was [sys] we [usr] me [sys] record calls for [usr] ok [sys] quality and training purposes [usr] i'm going anyway look [sys] they pass [usr] bye hello [sys] hello [usr] hi sorry the line went a bit funny there i'm ringing on behalf of a tenant that of a property that we manage i was just wondering do you guys go out and assess for free [sys] for what's it for plumbing or drains or [usr] it drainage [sys] right ok are you managing agents are you [usr] yes yes we are [sys] and are you responsible for the payment [usr] it would be the landlord that would be would be responsible for the payment we would just require a quote following an assessment [sys] right ok the landlord would need to ring us up then if he's going to be the bill payer and then [usr] right [sys] we would [usr] ok [sys] go through it all with him [usr] right ok then thank you [sys] ok no problem [usr] right thanks [sys] take [usr] a lot bye [sys] care bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we record calls for quality and training purposes the current wait time is approximately eight minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not [usr] is right i've pulled it out it should be reasonably do you want me to switch the water off now use [sys] at british [usr] the [sys] gas we're making energy prices more [usr] right [sys] predictable [usr] but you don't [sys] by [usr] need me [sys] increasing [usr] to strict off [sys] gas [usr] the [sys] storage [usr] that's [sys] by 50% [usr] fine but i've just discovered [sys] the 10 million customers who choose us as their energy [usr] no i do [sys] supplier today [usr] and i've just got i [sys] can [usr] was [sys] rely [usr] going to [sys] on [usr] switch [sys] us tomorrow [usr] it off and i've [sys] too [usr] just discovered it's leaking i'm trying to get an emergency plumber now this is the internal stop copy leaking one even when the water's switched off it's leaking and it's it's the second one we've had put in and it's if you do want me to switch it off i know where it is but i don't know where the external one [sys] a boiler [usr] is [sys] that's over 10 years old a new energy efficient boiler could [usr] no [sys] save [usr] problem [sys] you more than 20% on your gas bill [usr] i did clean behind there as well when i pulled it out i've got the shirt in 10 weeks not [sys] think your heating system might be in need of a deep clean ask your [usr] ohh [sys] engineer [usr] i got [sys] about a power [usr] through [sys] flush [usr] i got [sys] or system [usr] through to the [sys] filter when [usr] plumbing [sys] they next visit [usr] people and it was a faulty line they couldn't hear me i'm now in i'm in i'm in the queue i'm in the queue again [sys] it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too got a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year thank you for calling for gas you through to cc how can i assist [usr] hello i have got a home care policy but i need an emergency plumber because of a leak [sys] no where is it coming from [usr] it's it's my internal stopcock tap is leaking even if i turn the water supply off the tap is still leaking [sys] internal stop clock [usr] yes [sys] and you're not able to contain it right even if you turn it off it's still leaking [usr] well i can put a small bowl underneath but if i had to go out for more than an hour or even overnight that wouldn't contain it [sys] ok ok can i have your first and last name please [usr] [pii] [sys] ok bear with me systems just taking quite some time to load i do apologize [usr] that's all right the last time i got through they [sys] do [usr] couldn't [sys] you have [usr] hear [sys] the [usr] me this is this is better [sys] i [usr] right [sys] can i have your home care number that starts with 91 [usr] 9100074257425344 [sys] 742 [usr] i [sys] thank you very much can i have the first line of the address and postcode [usr] [pii] [sys] thank you very much please kindly bear with me as i book you in ok [usr] ok [sys] i [usr] thank [sys] am [usr] you [sys] gonna be a bit silent please do excuse my silence [usr] right [sys] ok hello [usr] hello [sys] thank you very much for your patience i do appreciate are you available for today [usr] any time up until 530 [sys] ok i can't exactly say up until 530 normally these booked up until six anytime from now until six [usr] right ok that's fair enough [sys] ok but i am going to leave a note for the engineer to arrive the latest by or by 530 you need to be [usr] iii i [sys] somewhere else [usr] have to leave the house for a fairly important commitment not just the social one otherwise [sys] ok [usr] i will cancel it [sys] ok ok now that appointment has been booked and i've also left a note for the engineer ok [usr] that's lovely that's brilliant thank you much [sys] it's a pleasure [pii] can i confirm the best contact number which number would it be [usr] sorry [sys] the best contact number would it which number would it be [usr] probably the best if you have my mobile number which is [pii] [sys] [pii] [usr] [pii] [pii] [sys] thank you very much [usr] that's lovely [sys] now the appointment has been booked and confirmed which will be taking place today anytime between now and six but i have advised the engineer that by 530 you need to be leaving the property [usr] 00 [sys] ok [usr] that would be very good thank you much [sys] it's a total pleasure before i let you go is there any other kitchen appliances you would to add [usr] no i've i've had it i think i've got all my appliances on my policy [sys] ok thank you very [usr] that's [sys] much bye [usr] here you go [sys] hi [usr] fine bye bye thank you much for your help bye [sys] leisure | 0Appointment / Booking
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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 any did that you can now book plumbing services online or chat to our advisers online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold good morning you're through to my name is [pii] how can i help [usr] there is this [pii] again [sys] hello yes it is indeed in that [usr] yes [sys] case [usr] you [sys] it at the [usr] you you were [sys] local [usr] gonna put me through [sys] office [usr] to the local team [sys] yes i'm assuming that their phone system has brought you back round to me that implies to me that they're closed today ok not a problem in that case i will try and i won't be able to give you a quote over the phone but we will try our best to get an engineer out to you as quickly as i can [usr] thank you [sys] right is it a commercial or a domestic property sir [usr] domestic [sys] very good and you've not got british gas home care cover for plumbing and drains have you [usr] no insurance from british guest no [sys] that's fine have you ever had dino there before [usr] no we got your name from a neighbor here in the area [sys] that's fine no problem what was the postcode again [pii] [pii] [usr] no l s [pii] [sys] [pii] and what was the first line of the address [usr] [pii] [pii] [sys] could i take your surname sir [usr] my surname is [pii] [pii] [sys] can i also take your contact telephone number [usr] yes it's [pii] [pii] [pii] [sys] ok and is there anyone at the property who's a vulnerable person we need to be aware of [usr] no just a kid [sys] no problem ok now it was a er leak and a drip through the ceiling er with some brown spots is that er below the bathroom or is it the ceiling in the top floor or in the landing [usr] look [sys] on [usr] it's [sys] the [usr] it's [sys] idea [usr] dripping from the the the first floor onto the ceiling or the roof of the ground floor probably in the bathroom area [sys] right ok [usr] good [sys] almost done now thank you for your patience i appreciate it next week i can't stop we go ok right i believe i've got it to go through as an emergency appointment we should get the engineer to you today he will [usr] thank [sys] give you [usr] you [sys] a call prior to it all right he'll give you a call prior to arrival to let that he's on the way it's usually 20 to 30 minutes beforehand when he gets there er he'll do a visual inspection and then have a chat with you about what the plan of attack is and then he'll give you a final quote on it and then er at that [usr] ok [sys] point you you can make your decision on whether or not you want to go ahead er and then it's payment upon completion either by card or cash [usr] thank you yes [sys] no problem [usr] can [sys] ok [usr] you do leak detection at some level sorry can you do leak detection just to find out where the problem is before we start doing any major work [sys] i'm not entirely sure if they'll have the actual proper leak detection unit just because it can be quite difficult to get hold of that but i've put it in the description that we're not sure what the cause is he should i need i believe he does have some basic equipment that he can do with it but he does have to charge for any physical work that he does he'll give you a rough estimate of how much that will be before he does anything essentially he won't do anything without your permission and er he won't be charged until he does any actual physical work [usr] no that's fine no problem [sys] not to worry okey dokey that will be confirmed then and i'll get a text confirmation and a copy of the reference sent over to your phone that should be on its way to you now it will be with you in about two or three minutes [usr] thanks [pii] just roughly are we looking contacting this fellow contacting us this morning or this evening or this afternoon or or roughly what time frame are we looking at [sys] to be perfectly honest with you sir i don't know because the way that it works is with emergencies and we reserve the bank holiday for emergencies only i shouldn't think he has too many on by this time in the morning but the way that they work is he gets the notification straight away he has to work through any other outstanding emergencies he's already got booked on but then he will be on his way to you immediately a well as soon as possible really if you got any already booked in he'll be on his way to you immediately the only thing is i can't see how many he has on [usr] ok fair ok it's a bit of a wait and go now do you happen to know the name the name of the emergency guy [sys] i don't unfortunately it should update on the system in about an hour and it may also have an eta if you haven't heard anything in an hour's time and you want to perhaps an well we may have an eta if you want to give us a call back we might be able to give you one and a name then [usr] ok perfect thank you [pii] [sys] no problem at all no problem at all i hope it all gets sorted out that quick for you [usr] well thank you much appreciated [sys] alright you take care sir [usr] take care bye [sys] bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] i know [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 did [usr] great [sys] that you can now book drainage services online [usr] well how did [sys] in a few easy clicks visit dino dot [usr] other [sys] com [usr] people [sys] for details [usr] get fucked [sys] alternatively please hold and your call will be transferred to a customer [usr] what [sys] service [usr] did he say [sys] advisor we record calls for quality and training purposes afternoon thank you for calling speaking how can i help [usr] hi i'm calling from advance i was just wondering if you'd be able to help us with an out of hours call out today [sys] what you've put one on sorry you mean or [usr] no i haven't but i'm just wondering [sys] what [usr] if you can help at all [sys] i can certainly have a look let me have a look what's the postcode of the company you're calling from [usr] our company or the site address [sys] right the different places are they all right what company are you calling from sorry [usr] er [sys] did [usr] it's [sys] you say advance ok and do you have an account [usr] i believe [sys] with us do right ok have we been out to this site before [usr] i [sys] do [usr] had [sys] that you want [usr] i think [sys] us to go to ok what's the post code [usr] it [sys] for [usr] is [sys] you i'll have a look [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] let me [usr] ok [sys] have a look bear with me is it [pii] [usr] it's [sys] by any chance [usr] just the swan shopping center [sys] yes i think i can find you did you say you were looking for an out of hours call [usr] after half five if possible [sys] after half five i'll have to call that local office to find out if it's something they [usr] ok [sys] can do [usr] thank [sys] for you [usr] you [sys] bear with me i just want to see this previous job to who the office was right let me just give that local [usr] thank [sys] office [usr] you [sys] a call bear with me i'll find out for you dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days [usr] lovely [sys] a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers [usr] hello [sys] hello they would [usr] thank [sys] be able [usr] you [sys] to do that for you yes let's have a look bear with me i just need to start setting that up i presume [usr] it [sys] it's [usr] is [sys] just blocked drains is it at the center [usr] two blocked urinals [sys] is it ok right bear with me and is that sort [usr] it's [sys] of [usr] the public [sys] in the set [usr] toilets [sys] in the shopping center itself ok and you're probably not gonna know but i have to ask there's nobody there that you would know that would be considered [usr] no [sys] vulnerable [usr] not that i'm aware [sys] that the engineer [usr] of [sys] would come in contact with you're not gonna know that no of course [usr] is [pii] [sys] not and what's your first name sorry [pii] thank you [usr] it's [sys] and if i could [usr] [pii] [sys] just take a contact telephone number please [pii] [usr] [pii] [pii] [sys] mate right bear with me my computer has just gone a bit slow [usr] no [sys] right bear [usr] worries [sys] with me i need to put a note on there about it being out of hours one second at what time the center closes [usr] i'm [sys] half [usr] not [sys] five [usr] too [sys] is [usr] sure [sys] it [usr] because it must be open to other access [sys] but no now is there anybody they [usr] no [sys] would need [usr] i [sys] to call [usr] i can [sys] when [usr] make [sys] they were [usr] our [sys] on [usr] client [sys] their [usr] aware [sys] way [usr] that [sys] do ok no problem right well let's get that booked in for you bear with me there you go i've booked that in for you for this evening [usr] how [sys] [pii] [usr] much is that visit please [sys] after half past five and that's it all booked in i don't get to see the cost i'm afraid i couldn't tell you right now [usr] sorry while i've also while [sys] i'd [usr] you're [sys] have [usr] also [sys] to i'd [usr] gonna [sys] have to call [usr] call [sys] that [usr] them [sys] local office to find [usr] we've [sys] out bear [usr] got two [sys] with me [usr] jobs on the system for the same site one's for [sys] hm [usr] sorry never mind we've got the quote for those never mind just the cost please [sys] ok no problem right let me let me find out bear with me [usr] thank you [sys] where's my phone gone there it is right one second dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive [usr] hello [sys] plumbing and drain services are available across [usr] sorry [sys] the hello there you are the charge ok the charges are for the first hour it's £233 and that includes va t and then it's £94 [usr] ok [sys] including [usr] and we'll [sys] va [usr] be on [sys] t [usr] from [sys] for every [usr] after [sys] half [usr] half five [sys] hour [usr] today [sys] after the first hour [usr] ok lovely i'll send over the work order all right thanks bye [sys] correct no problem at all thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our services did that you can now book drainage servicess online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to [pii] at how can i help [usr] hi there i've got a block green at a property it's a set of flats made out flat the upper floor i think [sys] right [usr] it's between the toilet and the stack itself [sys] why is it overflowing did you say [usr] upper floor sorry [sys] ok off the floor right ok do you have a home care cover with british gas for plumbing and drains [usr] no i don't know no [sys] and what's your post code [usr] cv 12 bg some [sys] cv [usr] of them [sys] 12 [usr] landlord [sys] bg [usr] of the tenant landlord of the property the tenants are [sys] you are the landlord and you are paying to for the repairs right [usr] correct [sys] ok if you're paying for repair ok cv that's that's charlie [usr] charlie victor [sys] victor one [usr] i leave it to 12 bravo go [sys] ok ok hm and are you going to be there when the engineer comes [usr] i know it'll be the tenant dealing with it [sys] ok the tenants are going to be there and do you have the tenant's details [usr] i do [sys] ok what i'm gonna do is obviously since you're going to pay for it i'll have to create a billing account under [usr] ok [sys] your name i need your post code [usr] ok my post code is is it possible to get tomorrow today before you go do this or [sys] well is it since since it's it's overflowing with sewage there is an emergency i can book the the emergency for for today if you want [usr] and how much would that be to go [sys] couple of hours it's £212 [usr] just the just the call out and that's not to fix it to fix it [sys] no we don't charge for call out that's to fix the the blocked drain [usr] about the 212 is all in fix it [sys] that's all it is yes and obviously if the engineer finds that there's a further work that needs to be done then he will let [usr] no that's [sys] and [usr] that's [sys] how [usr] fine [sys] much [usr] let's [sys] it [usr] go [sys] will cost [usr] ahead then let's go ahead that's [sys] right what's your postcode your [usr] right [sys] postcode not the same postcode [usr] my [sys] what's [usr] my [sys] yours [usr] postcode is [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] for you and what's the first line of your address [usr] [pii] [sys] what you saying i haven't yet got it and what's your name [usr] [pii] [sys] [pii] did you say [usr] [pii] [sys] [pii] [usr] correct [sys] and and your last name [usr] [pii] [sys] [pii] and do you have a company name [usr] i do it's love where you live limited [sys] love [pii] [pii] ok and what's your contact number [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok i'm just gonna have to take the flight post code again [usr] that's fine [pii] [sys] and what [usr] one [sys] i cv one [usr] yep two [pii] [sys] [pii] and the first line of your address [usr] [pii] [sys] [pii] [usr] there's also [pii] [sys] [pii] yep got it in commentary [usr] that's right [sys] and what's ok ok what's the tenant's name [usr] the lady upstairs her name is [pii] [sys] [pii] [usr] [pii] [sys] is that [pii] [usr] [pii] [sys] ok [usr] and the guy downstairs his name is [pii] [sys] good right the engineer is only going to be attending the drain outside isn't it do they need to have a look at the toilet as well or [usr] well i'm getting it originals from the toilet i have to go from i have to see [sys] ok [usr] where the sorts when it leads [sys] is it two right is it upstairs and downstairs [usr] no the the upstairs drain goes over the there's a a a lower part of the roof it goes through the part the section of that roof and down to the stack [sys] right ok [usr] it's nothing to do with the downstairs flat it just goes to the roof [sys] the tenant you gave me two different names are there [usr] but you're the one the one upstairs that's the main person but if he [sys] what's [usr] wants to [sys] the [usr] go [sys] name [usr] [pii] [sys] and ok and the contact number [usr] maybe we can get that for you right [sys] i need the main contact name and number [usr] sorry one moment i'm just trying to find it it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] sorry [pii] [usr] [pii] [sys] [pii] [pii] that's [pii] [usr] [pii] [sys] ok [pii] have you got a last name for [pii] [usr] [pii] [sys] if you can right that's not feel good right what's gonna happen now is that the engineer is going to contact er er to let him know that when he's on his way [usr] ok [sys] ok and they'll also get a text message to confirm that the appointment has been booked in [usr] ok [sys] it there's an emergency appointment booked [usr] and it's for today still on the way today [sys] and it's and and it's for today one other question is anyone vulnerable at the [usr] no [sys] property that we need to be aware of no [usr] no [sys] ok [usr] that that everything is ok [sys] ok for the payment they need to contact you isn't it contact [usr] if they can if they contact me i'm gonna be going to work but is it possible to send me an invoice to my email address at all [sys] they can take a payment over the phone i mean [usr] i'm just gonna i'm probably i might not be available past 8 p.m. that's the thing [sys] ok just give me your email address and and i've got your contact number here [usr] it's hard [pii] [sys] and what hm [pii] [usr] that's in [sys] ok [usr] if you send me an invoice i can get it paid straight away [sys] ok that's all done [usr] from now giselle will get a message and then someone will be over there to sort it out [sys] correct [usr] super that's amazing [sys] that's correct yes somebody will sort it out they'll be in contact with you ok that's all done for you all [usr] nice [sys] right [usr] one [sys] you take care now [usr] thank [sys] bye [usr] you cheers [sys] bye [usr] bye bye [sys] right | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi there you're through to sorry at [pii] how can i help you [usr] hello i was just wondering i wanted to get a quote for how much the drainage clean out service would cost me [sys] we don't do a clean out you mean [usr] i think because in my restaurant there's at the bottom of the in in the cellar there's a smell coming out which is coming onto the shop floor and customers are not liking it i think he needs a flush out or something i don't know [sys] right do you think you need anybody now you mean [usr] sorry [sys] if it's to unblock the price would be if are you saying tonight [usr] no no any time it's not an emergency because i i don't think anything is blocked it's just a very foul grainy smell coming out i think it just [sys] right [usr] needs a flush [sys] we're drainage we we're drainage what will happen is the end of the day will come out we will look at you and give you the quote [usr] ok can can i get a can i possibly get a quote [sys] it would be the engineer coming out is that ok [usr] will you charge me for coming out [sys] no no no there's no call out charge if it's to unblock this a this evening it's gonna be £260 [usr] ok [sys] sunday is 237 during the day between eight pm and six pm after six children 80 [usr] sorry i can't hear anything [sys] sorry [usr] no right [sys] i guess how much it'll be did you get the price of that [usr] no sorry hello [sys] sorry hi you can you hear [usr] i i [sys] me [usr] can just you that's why [sys] i'm [usr] no [sys] sorry [usr] no [sys] i'm [usr] don't [sys] working [usr] be [sys] from home [usr] don't be my you [sys] too [usr] know i've got i've got kids of my own and my wife works from home don't be sorry sorry i completely understand [sys] i can book you in with with to unblock ok it's gonna be too if if if is it a business can i ask [usr] it's a restaurant [sys] what we'll we'll prioritize that and we'll probably most likely come today but depending on the timing you're open till it'll be tomorrow now [usr] tomorrow is probably better but if you can if you can if if they can come and we don't we can't see any blockages anywhere but obviously there's there's [sys] but it's just got a sewage smell am i right [usr] it it needs i think it needs a flush out [sys] a rod rod out [usr] that way at least at least we know that it's been flushed and we've eliminated that that from the equation thing [sys] that's fine ok let's get you booked in then ok [usr] ok [sys] it's a commercial really isn't [usr] yes [sys] it [usr] yes [sys] what is your name whose name i'm booking it under [usr] if you book it under [pii] it's spelled [pii] [pii] for mother [pii] that's my name and shall i give you the address [sys] can i take your contact number the best one the engineer can get hold of you on [usr] sure just give me one second [sys] this is the government the engineer will probably most likely call you to let who's on the way [usr] no problem if you i i'll give you two numbers just just in case you can't get [sys] but i i take the main one i'll pay the main one and then when we go to the next part of the call i'll take that number is that ok [usr] that's fine [pii] [sys] [pii] [usr] 85 [sys] 85 [usr] 370 [sys] 370 [usr] 903 [sys] 903 that's fine and i it's it's it's commercial isn't it [usr] yes [sys] that's fine and what's the company called [usr] sorry sorry sweet what [sys] what a [usr] was [sys] big [usr] that [sys] thing what's the business code or the [usr] yes [sys] company [usr] yes [sys] code [usr] it's called maza indian restaurant [sys] ma zzz a is that right [usr] ma double z a [sys] what's the post code [usr] it's hp one sorry one second [sys] yes fine [usr] ok hp sorry hotel papa one one lima delta [sys] one lima delta let me just have a look gonna search it now for you and what role what what number would it be on [usr] it's 40 sorry 43 [sys] ok [usr] marlos [sys] i found that sorry [usr] no don't be absolutely don't i've got two kids of my own don't be [sys] ok i have booked you in the bank for understanding and i've got your got your i've got your post code bye ok let's go to the main bit now the call ok [usr] i think [sys] bye he was just trying to save right let's go to the main bit now ok i just need a description of what exactly is going on you could smell [usr] we we can smell a a drainage smell but there isn't any [sys] what [usr] un [sys] did they [usr] sorry [sys] would you say it's sewer tap as well weird weird and you said that the restaurant's got a salad is that right the restaurant to have a is it coming from there or do you do you ask [usr] it's definitely coming from there because what happens is previously we've had this about three or four years ago and the same thing happened the the smell was coming and it was coming onto the shop floor through the pipes i guess i guess and then we had [sys] what what [usr] a [sys] happened what happened last time was it the pipes or anything that were they blocked up or was it [usr] i mean there there was a little bit of blockage on the pipes and then when the guys came local guys came out they flushed everything out and it the went away it's it's one of those i i can't remember what what the process was called [sys] no it's fine is anybody v vulnerable in there at all [usr] no no no no wonder [sys] ok that's fine there's more of a blockage i'm gonna be honest with you ok from the smell that's obviously clogging up and it's inside and it's something out but can the customer still use the toilets and everything that and look there's nothing in the toilet [usr] the to no the toilets doesn't have the smell it's it it's toilets are on the other side of the restaurant it doesn't have the smell er [sys] no just ask you are you not having any issues with the toilet or a sink or anything that [usr] no no no no nothing [sys] it's ok let's have a look right let's go let's see what it brings up for me ok you are booked in for this evening is that right [usr] ok what what time do you think they will [sys] it [usr] be [sys] it's [usr] coming [sys] the duration duration one hour [usr] no problem [sys] is that ok with you [usr] that's fine that's fine as long as i i mean [sys] ok [usr] we we close at 11 o'clock there's loads of time [sys] that's fine could i take the other number just in case or is that ok that number [usr] no you can dig the other number as well [sys] ok let's take the other number then [usr] it's [pii] [pii] [pii] [sys] brilliant ok what to do i'm just going i said i i pay the prices to yourself if you're happy with everything quoted you you can pay by cash or card and completion is that ok [usr] sorry i i can pay by card did you say [sys] you can pay by cash or card on completion if you're happy with with with everything is done for you of course they won't start anything without your permission but they'll have a look at everything for you then just everything for you is that right [usr] ok and do how roughly how how much it would be or [sys] well well i to be honest it seems something is blocked i'll be honest with you it seems you got a blockage issue this evening with blockage it is gonna be 260 that's including va [usr] ok [sys] but if it's gonna be a draining issue engineer will look at it all for you and let how much it will be [usr] no problem thank you much my love [sys] can i leave you with your reference number just before you go it's dy [usr] one second my love one second is the delta yankee [sys] delta yankee whiskey oscar 348 15 67 [usr] delta yankee whiskey oscar 3481567 [sys] that's correct [usr] no problem thank you much [sys] no worries that's fine then if you've got any issues just give us a call back is that ok [usr] no problem and what was your name my love [sys] it's a scr i [usr] 00 that's a unique thing [sys] thank you [usr] take care my love thank you [sys] you too thank you take care have a good evening [usr] and you too bye bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] partners [sys] please [usr] building [sys] listen to the options carefully we can get you to the right team [usr] hm [sys] if you need any help with [usr] i [sys] a drainage [usr] know of them [sys] 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 vidino.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] but a de care all of what [sys] dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help [usr] to watch the dying table i get a kid wash your ok [sys] hello [pii] and how may i help [usr] hi i would to un unblock the drainage outside the kitchen [sys] all right ok do you have british gas home care cover for plumbing and trains [usr] no i don't have [sys] you don't right we charge 100 and £80 inclusive of va t to clear a standard blockage is that ok [usr] 108 deposits it [sys] it is [usr] ok [sys] that's assuming there's no damage to the drains [usr] ok ok don't do any damage just a block outside the kitchen [sys] all right ok that's what you'd be looking at if you're happy with that i can raise a job for you [usr] ok ok that's a standard price is it that's what you [sys] it is that's the minimum charge [usr] ok ok then [sys] can i take your postcode [usr] [pii] [sys] yes [usr] [pii] [pii] [sys] it's [pii] right on the first line of the address [usr] [pii] plus she close [sys] and it's domestic residents i take it [usr] it's a domestic one [sys] ok and [usr] if [sys] your name [usr] i have [sys] is [usr] a british sorry if i have a british cover how much you charge monthly [sys] i'm not sure what the monthly charge is i'd have to get you through to british gas for that you would have to pay a one off charge there for this current blockage [usr] ok anyway i have to pay ok ok ok you would it won't come on the cover if i take the cover now [sys] if we took if you took cover out now you you'd have to sign up for 12 months i think it is and you'd have to pay i think it's around £80 for this current situation it's entirely [usr] ok [sys] up to you if you want to speak to british guests i can get you through to them [usr] ok £80 for this and plus the charge ok [sys] yes but otherwise [usr] that need to [sys] you'll [usr] be [sys] pay 100 and £80 for the one [usr] ok [sys] off call out it is up to you if you want to go down the british route that's that's fine [usr] ok no it's fine i don't think it's worth it [sys] no [usr] anywhere to pay £80 that's fine i'll go with this one that 100 [sys] ok that's fine can i take your name [usr] [pii] surname [sys] and your surname [usr] is [pii] [pii] [sys] and can i take a contact phone number mr [pii] [usr] phone number [pii] [pii] [pii] [sys] that's great and is it a blocked external train or in the house [usr] e channel [sys] external right that's great just check the diary for you and see what availability we've got do you have any anyone vulnerable living in the house are you very elderly ill or disabled [usr] no no it's a family living [sys] right that's [usr] there [sys] fine [usr] in family [sys] just checking the diary now for you [usr] ok [sys] or we can get somebody out tomorrow afternoon between one and six would that be all right [usr] i think that should be fine [sys] ok thursday the 21st between one and six the engineer will give you a call when he's on his way and you can pay by cash or card on completion of the work he has a card reader with him i just put that through you'll get a confirmation now to your mobile to confirm that booking and that's all in place for you [usr] ok then in case if i'm not available i can pay later through [sys] well [usr] online or something [sys] the the engineer will give you a call you can always just tell him that you'll pay on completion if he gives you a ring back [usr] b [sys] over the phone [usr] that's fine then ok [sys] that's great [usr] sure [sys] all [usr] that should [sys] done [usr] be [sys] for [usr] fine [sys] you [usr] ok tomorrow between one [sys] it [usr] and six [sys] is absolutely [usr] ok then that's great [sys] thanks [usr] thank [sys] very [usr] you [sys] much thank you bye [usr] thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an 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] says you can you can work on [sys] good evening thank you for calling you're speaking [pii] how can i help [usr] good evening [pii] is it possible to to organize someone to come and have a look at my drains tomorrow i've got a blockage [sys] let's have a look at that for you just confirm the first line of your address and post code for me [usr] sure it's [pii] and it's eh 36 lb [sys] and what was the what was the number sorry [usr] [pii] [sys] perfect right ok i'll just load that up it won't be a moment for you [usr] thank you [sys] just confirm your name for me [usr] it's [pii] [sys] and contact number [usr] it's [pii] [pii] [pii] [sys] perfect and just to confirm it is a domestic property [usr] it is [sys] that's great right ok and have you got anything in place with british gas protects that need the drainage at all on your property [usr] say that again [sys] have you got any protection with british gas at all er which would protect any of the drainage on the [usr] i i [sys] property [usr] don't think no [sys] not to worry that's fine right let's have a quick look for you see when we can get out [usr] thank you [sys] right can you just confirm for me the issue and then i'll get some notes down [usr] well we've got we've got aaa drainage issue in our back courtyard and i think there's a blockage cos i've had a little nose nose around it i one thing i can't do is lift off the manhole cover cos it's it's just i think it's a two man job but it's definitely block it's definitely blocked up [sys] right ok there's a block drain in the black back courtyard [usr] yes [sys] i'm just confirming there's nobody in the property with covid or anybody who's vulnerable [usr] no [sys] not to worry that's ok let's have a look at that for you then and is that a drain been overflowing at all [usr] er well there's a soak away that's elsewhere in the courtyard which was has been overflowing for a couple of days i just noticed it really today i think [sys] right it's ok there is a little bit of overflow [usr] yes [sys] and that's not any sewage or anything that at all [usr] well it is a bit smelly i mean it's certainly not it's not i don't think it's i don't know what it is it's not very it's not just gray water i think there's a bit of both [sys] right ok not to worry let's have a look then for you right ok it does look we can come out tomorrow for yourself [usr] right [sys] if you want to we can get that all booked in and we can have an engineer out to to come and have that looked at for you [usr] ok do you what time do [sys] it is an all day appointment that's between 8 a.m. to 6 p.m. an engineer will get in contact when they're on the way as well for yourself if you're happy to [usr] just let me just talk to my wife it's between 8 a.m. and 6 p.m. i can be here till ok that's that's fine thanks [sys] not to worry [usr] and [sys] at all [usr] they'll [sys] we'll get that all booked in for you an engineer will get in contact when they're on the way [usr] ok [sys] now our price to clear a drain any time between 8 a.m. to six pm during the week that starts from 100 and 70 [usr] yes [sys] if you're happy to we can get that booked in and have somebody out [usr] lovely let's book it in [sys] perfect right ok that's all booked in that's all confirmed [usr] thank you [sys] no that's great well thank you very much [usr] bye bye [sys] cheers thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it three we record calls for quality and training purposes the current wait time is approximately seven minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us [usr] fall back my passport [sys] did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hiver new boiler offers search british gas offers online or ask us today at british gas we're hiring [usr] [pii] [sys] a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a hive thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's i'm seven years old whether we installed it or not [usr] thank you [sys] at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too on a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bills think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances [usr] it [sys] and plumbing [usr] far [sys] and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't hi speaking to can i help [usr] hi we've had a blocked rain and we've had dina rod come out twice and they came out but they've not fixed it and they came out a couple of weeks ago now saying that they'd send something around with a cctv camera [sys] right [usr] but [sys] ok [usr] we've not [sys] do [usr] heard [sys] you have [usr] anything [sys] the the postcode the property [usr] [pii] [pii] [sys] [pii] [usr] was he only [pii] [pii] [sys] i can take the name as well [usr] er i don't know whether it's under [pii] or [pii] [sys] you said that the the postcode is [pii] [pii] i'm not sure there's anything on in the system [usr] in what sense [sys] it just doesn't seem to be accepting that post code i'm not sure what's going on there and whether you've got a reference number at all or a policy number or anything [usr] no i've got a reference for the job i've got a reference the reference number is double 302019 that was the [sys] the [usr] time [sys] first [usr] somebody [sys] the first [usr] came [sys] time [usr] out [sys] they they came up that the number was double three [usr] zero [sys] 2019 [usr] 2019 [sys] ok one second there and the first line of the address is [usr] [pii] [sys] no you're calling from your mobile ending in [pii] there could have been another mobile on the job at all well when they initially came up did they ring on that number or a different number [usr] no it's my number on that job this number [sys] sorry which city is that in sorry me close cos i'm not finding a postcode check [usr] the [sys] [pii] e that's to confirm no just to confirm [usr] is there anything [sys] [pii] [usr] coming up [pii] [sys] no no nothing nothing comes up with that postcode [usr] well that's very odd cos it should do not had that problem before [sys] and you said it's number [pii] [pii] sorry is that correct bit too much [usr] [pii] it's near [pii] in [pii] [sys] and that is it a che che is that right is it in [pii] did you say sorry [usr] right [sys] [pii] [usr] no [pii] [sys] i do i do have it now sorry just bear with me a second let me just check the notes for you was it [pii] the the the man who they they have identified that the man who is is could be buried it could be bad at 5 m right you [usr] and we we [sys] right [usr] did ask them to find it in the second i came out the [sys] conclusion [usr] first one which is [sys] subjects [usr] the one you see i don't know whether [sys] right but did [usr] blocked [sys] did they did [usr] one [sys] they find [usr] drain [sys] where it's located at all th this man hall [usr] no it said on the first one it said tv [sys] man [usr] cctv survey recommended to find one possible buried manhole but then they sent somebody else out to try and fix the problem again that [sys] right [usr] was that the first the first came out on the 30th of august and they came out again and i can't [sys] that [usr] remember [sys] was on [usr] the [sys] the [usr] date [sys] fifth [usr] cos he didn't [sys] it came [usr] give [sys] on fifth [usr] us any paperwork [sys] of sep september [usr] he said it was all on his tablet the he he look he did the same as the first guy and [sys] ok [usr] then said [sys] just bear [usr] he'll [sys] with me [usr] recommend [sys] a second one [usr] that they [sys] moment [usr] get the cctv out [sys] just stay on the line for me please [usr] ok thank you [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas hi there thanks for holding the cctv specialist team have notified them that they're waiting for the appointment they said they're gonna give you a call back this afternoon with with the with obviously with with the further wave that's required [usr] ok [sys] they they'll obviously they'll have to obviously get the equipment to find out what date the person is available with that equipment they'll ring you back this afternoon your contact number [usr] ok [sys] is the one ending in [pii] which is on the job is that correct [usr] ok [sys] back on this afternoon the specialist team that deals [usr] that's [sys] with [usr] fine [sys] the cctv then ok [usr] ok [sys] no worries then thank you then bye bye then [usr] ok all right thanks very much indeed bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's free did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to [pii] at diner how can i help [usr] hi i just wanted to book in someone coming to our house [sys] you wanna book in did you say [usr] i want we we've all toilet blocks [sys] ok and do you have a home care policy [usr] no [sys] with british gas right ok what's your postcode [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] and what's the first line of the address [usr] [pii] [sys] [pii] is this this this ame the property is it [usr] is it a what sorry [sys] this is a domestic property ok right and can i get your name madam [usr] it's [pii] [sys] [pii] ok was that [pii] or i [usr] aye [sys] [pii] and your last name [usr] last name is [pii] [sys] and what's your last name [usr] [pii] [sys] no what's the best contact number to call you from [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] you were blocked is it toilet that is blocked is it [usr] but when it happens it's always the manhole outside in our shared garden that's the issue it's never from in the house [sys] ok the minor hall is overflowing with the sewage at the moment [usr] no it's not [sys] it's ok what's the toilet working [usr] no see the problem is is when we flush it it it doesn't flush and it just fills up i [sys] ok [usr] haven't flushed it since 11 but it's happened about four or five times in this house in six years and it's always the out it's always the outside manhole that's the issue [sys] ok and how many to do you have in the property [usr] just one [sys] ok i can book an emergency appointment for for an engineer to come out just to give you the price because it been a weekend today and also after six o'clock the price is £260 [usr] ok and when when when's that payable [sys] it is on completion of the job by cash or card [usr] ok because it's because we're in a rented property it's our it's our landlord that pays [sys] right ok are you able to pay and then and then a claim of the landlord [usr] well usually obviously they pay for it you see i'm not i'm not [sys] right [usr] sure i'm not [sys] well i can't send an engineer out and if i can't get a confirmation of payment if you let's say that you're able to pay and then then try to get it off the landlord later on then that's fine i can do that but if you can't then i'm not able to go ahead and book this job you see what do you wanna do [usr] i'll ju i'm just messaging my husband i won't be a second just because he's the one who speaks [sys] ok [usr] to the estate agent [sys] right ok [usr] sorry i won't be a second [sys] all right no worries [usr] how long does it usually take [sys] sorry [usr] how long does it usually take for them to come out [sys] for an emergency job they usually try to get it done before midnight and it just depends how busy they are you see sometimes i can get it straight away if they're busy they'll be a bit later [usr] and would we need to be waiting up for them or do they just ch outside [sys] they will call you when they're on their way [usr] ok sorry i won't be two seconds [sys] ok [usr] hiya that's fine can i can i give you my husband's number to contact him cos he'll be home from work in the next few hours you see [sys] right ok what's his what's his number [usr] my husband's number is [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] and what's his name [usr] his name is [pii] [sys] ok ok [usr] and is it just is it on the notes as well that it's on the manhole outside [sys] yes well i mean the engineer will be able to sort that one out i mean you can explain that to him as well i mean i can put that down on there that's fine [usr] and you said it can be up it can be up to midnight tonight [sys] it just depends on how busy they are might be a bit sooner ok that's fine [usr] and will they try both numbers and just because i'm with the baby you see i'm just thinking if i fell asleep just you've got both mine and my husband's number [sys] yes i've put both numbers on [usr] ok [sys] there that's correct [usr] great thanks [sys] yes i put both numbers on there and is there anyone vulnerable at home that we need to be aware of [usr] no but we've got three kids [sys] ok right ok that's fine i'll raise this emergency job for you the engineer will be in contact and let when he's on his way all right and and get a text message to confirm the appointment as well ok [usr] all right thank you [sys] you're welcome take care now [usr] ok [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three 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 [usr] no [sys] for quality and training purposes hi how can i help [usr] hi i'd to book somebody to come and out to a workplace to unblock some drains please [sys] is this regarding your domestic property or a commercial [usr] commercial [sys] do you have any longstanding agreements with either british gas or darod [usr] no [sys] ok and what's the issue [usr] the drains are overflowing blocked up i think backing up [sys] external or internal [usr] externally [sys] they overflowing sewage [usr] yes [sys] can i take the post code please [usr] it's [pii] [pii] [sys] [pii] ok just bear me a second right we can go ahead and book it an appointment in in the local office which is where the engineers are dispatched from within the area they'll give you a phone call back shortly to discuss the price as well as what time an engineer will be sent out if you're ok to go ahead with [usr] ok [sys] that i'd need the company name please to begin with [usr] it's auto horn fleet [sys] what [usr] services [sys] was that sorry [usr] auto horn fleet services a utohorn all one word fleet services [sys] services and is that contact name the mobile [usr] [pii] [sys] number please [usr] [pii] [pii] [sys] we've got [pii] first line of the address please first line of the address [usr] pardon [pii] [sys] please anyone at the property that has any vulnerabilities we should be made aware of ok [usr] no [sys] i'm gonna go ahead and confirm that in you'll shortly receive a text confirmation about the appointment and the local office will be in touch with you fairly soon you're welcome bye bye now [usr] ok that's lovely [sys] bye [usr] thanks very much thank you thanks bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes afternoon you through to you're speaking to how can i help [usr] hello mate i've got an a a block sink in the kitchen [sys] ok [usr] i've [sys] i'm property [usr] say again [sys] residential property [usr] it is mate [sys] right have you got a contract for british gas plumbing and drains no right ok and what's your postcode please [usr] [pii] for [pii] [sys] right let what we do then there's there's no actual call out charge an engineer would go out and have a look at it on before they do any chargeable work they'll confirm the issue and the fixed price [usr] isn't [sys] from there you can go either way [usr] it's it's not the u bend the [sys] no no [usr] two sinks [sys] cos they're further [usr] go into [sys] down [usr] two sinks go into a 50 mil pipe i've had the end off of it and i have put one of these flexible metal badges down it i just can't work out and it's it's i've got three [sys] we'll [usr] kids [sys] have [usr] and [sys] a look at it [usr] perfect [sys] we'll have a look at it either way anyway as i say engineer will confirm once you've seen [usr] that's perfectly [sys] it you [usr] fine [sys] can go you can say yes or no if you say yes it's cash or card on completion if you say no there's no charge [usr] ok mate yep [sys] now as an indication if it's just a blockage and there's no other underlying issue that needs sorted or anything you'd be looking at 180 including that [usr] i think [sys] to do it but the engineer will confirm once i've seen it anyway but let's have a look at one what's the first line of the address please [usr] [pii] [sys] i think we've been out before and we have [usr] have [sys] any medical conditions vulnerabilities [usr] no mate the mother-in-law's still bonkers and i'm still in the middle of it [sys] all right and your name please [usr] [pii] [sys] [pii] and your surname please [pii] [usr] [pii] while you're on the phone [sys] our age [usr] eight hoxey [sys] go on i'm on the phone [usr] i think it was last year they came out to look at and he gave us a price to blast all the gullies [sys] ok [usr] that isn't on the system is it [sys] er i can't see it but i can get you through to the local well i can't get you through i can give you the direct number if you wanna speak to him about it [usr] that's alright can i get it off the the chat when he gets here [sys] or even that even that right where am i [pii] what's the best contact number for you please [usr] probably this one mate [pii] [sys] i've got it here then [usr] and in [sys] it's [usr] [pii] [sys] it's fine really i've got it i can pick it up from you [pii] [usr] that's the one night [sys] all right give me 60 seconds [usr] do you want me to time you [sys] you can do [usr] imagine [sys] ii i can do i probably won't be that [usr] when i [sys] but er what should be five minutes now er [usr] hm and then i just hey if we leave it till the morning as a non emergency is it [sys] it won't be tonight anyway [pii] to be honest with you [usr] no [sys] it won't be tomorrow it's gonna be tuesday at the earliest [usr] is it [sys] afraid it's just that it's not gonna be classed as an emergency [usr] got [sys] i can't [usr] you [sys] fling it [usr] i'll tell you what then let me get a local plumber out tomorrow [sys] all right mate right [usr] cos [sys] i'll [usr] the [sys] leave [usr] message [sys] it with you for now [usr] the [sys] but [usr] message [sys] where [usr] will [sys] we [usr] be jumping [sys] are if you need [usr] up [sys] us [usr] and down if i leave it till fucking tuesday [sys] no i can imagine i [usr] no [sys] can [usr] that's [sys] imagine [usr] fine mate thanks for your time anyway [sys] alright mate [usr] to [sys] no [usr] my [sys] worries have a good evening mate [usr] bye [sys] take care bye now bye bye | 0Appointment / Booking
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[sys] this call may be monitored or recorded welcome to your local dino plumbing office your call is very important to us and is now being transferred to a service representative please note that in the interests of quality our calls are recorded i know plumbing speaking [usr] hello hello good afternoon speaking [sys] it's [pii] speaking [usr] hello [pii] i'm calling from the area m g7 6 hp [sys] n g7 6 [usr] h for hotel p for papa [sys] how can i help [usr] yes your job number 347 double 232 [sys] 47 double 232 [usr] three while i repeat is your job number was dy dash wo dash 347 2232 [sys] how can i help [usr] what what was the problem with the job your engineer came around and you haven't done anything [sys] right the engineer note it says tenant says we have to change the tabs which the landlord has purchased but nowhere to be seen at property tries to call landlord from tenants phone 5 to 6 times with no answer advise customer to chase up landlord for the taps and rebook appointment [usr] what do you mean i didn't get you that can you sorry can you can you repeat [sys] it says [usr] it again [sys] tenant [usr] please [sys] says we have to change the tabs which landlord has purchased but nowhere to be seen at the property the taps which you purchase which [usr] well they got the they give me the wrong wrong information i didn't say that my chair are broken they're not working i booked for this to be fixed and i'm paying for this service that british gets why should they buy this [sys] your tenants said that you were going to provide us with the taps to fix they didn't say for us to fit british gas standard taps that's why the job wasn't done because they were saying that you were going to provide the taps our engineer thought that we were fitting a customer's own tap but we didn't have the equipment [usr] no no no no no no it's a misunderstanding because the engineer never bothered to call me because i got the they could have called me sorry what was the issue exactly sorry i think i think i'm nearly there did your engineer went with [sys] no [usr] the taps or not [sys] because the tenant said that we were fitting your taps the engineer did [usr] well i well i didn't i didn't i didn't book fitting the all i want my chairs are one of them is broken and one of them is not running water properly in the bathroom basin we need to fix this if you can fix them then where should they replace it and if you if you need to replace it then which is which girl does [sys] ok [usr] that [sys] that's the issue we thought that we were fitting your own taps because usually when customers call us to fit their taps they want us to fit their own tabs now that was what the tenant told us but we didn't have a tap to fit now if you want us to fit british gas standard taps which are the ones that british gas give to us which we fit no problem we can fit that but we were told by the tenant that we are fitting your taps we thought if we fit our own taps that's going to be an issue [usr] why they should why they why [sys] i don't [usr] why [sys] i don't [usr] they should [sys] know [usr] have said [sys] ii [usr] that [sys] i thought [usr] this is not the this is none of this [sys] well [usr] is none of their concern is it my concern [sys] right [usr] is [sys] yes [usr] to [sys] our [usr] fix [sys] engineer [usr] the [sys] he's saying he called you he said try to call the landlord from tenants phone 5 to 6 times with no answer he tried to call you to get explanations the number is the one ending in [pii] is the one that he tried to call he tried to call to get explanations to see whether he's fitting our own tabs or fitting your taps but he couldn't get confirmation he didn't want to risk fitting [usr] no no no no no no no i want [sys] just [usr] i want [sys] the standard [usr] i [sys] ones [usr] want do the [sys] ok [usr] standard [sys] that's [usr] one please [sys] that's fine [usr] the standard one but kitchen mixture do you have a kitchen mixture then because standard one is fine for the kitchen as well but the bathing in the bathroom is smaller mixed you have to you're gonna match you're gonna match those [sys] well [usr] anyway isn't [sys] it [usr] it [sys] wouldn't match the same one that's at the property it would just be a standard mixer tap which we fit it [usr] but [sys] will work [usr] it will be [sys] it the [usr] close [sys] the mixer [usr] to matching [sys] tap [usr] one [sys] will [usr] and [sys] work [usr] that's what i'm saying because if you take if you take for example because my bathing tap on the bathroom is got one mixture it's got two taps on the two sides it comes with two taps one for hot water one for cold water [sys] right [usr] and same thing in the [sys] that's fine [usr] as well [sys] the engineer will be able to fit that if [usr] when can he when can he come back [sys] well er at the i'm just looking at where they are [usr] is he going to come back today or [sys] it wouldn't it wouldn't be today unfortunately we can come back ng 13 it's n g7 i'm just looking at what engineers have i mean we can come back tomorrow that's fine [usr] well if you can come back tomorrow you come otherwise i have rebooked the job anyway i have rebooked [sys] you rebooked [usr] the job [sys] it [usr] for [sys] for [usr] friday [sys] friday ok [usr] you [sys] i mean i can book it in for tomorrow instead if you want [usr] well i don't want to change the flight date [sys] ok [usr] anyway because [sys] all [usr] have [sys] right that's [usr] i came [sys] fine [usr] from can you hold on a minute can you hold on a minute [sys] shit [usr] can you hold on can [sys] ok [usr] i can [sys] sure [usr] i call my tenants can you hold on the line do not disconnect please [sys] ok [usr] no can you hold on please i'll try to get you on the phone if it's possible i can only phone him but if he doesn't answer that mean i can't confirm it can you hold on a minute please [sys] hello [usr] hello hello they're not answering [sys] right [usr] maybe they've gone [sys] ok [usr] to work [sys] all right [usr] but [sys] i'll [usr] i'll [sys] just [usr] book [sys] book [usr] it [sys] it [usr] for [sys] i'll [usr] friday [sys] i'll we'll [usr] morning [sys] leave [usr] anyway [sys] it for friday then we got it on [usr] what [sys] for friday [usr] did you did you got that job for friday what [sys] i've [usr] do you got [sys] got [usr] it do [sys] the job [usr] the [sys] number [usr] job [sys] and everything it's dywo 34896 double four yes yes on for friday [usr] this is for same job isn't it unless it's fixed that i have to keep [sys] it's [usr] rebooking [sys] fine we'll [usr] you [sys] fix [usr] it's [sys] it [usr] gonna be a [sys] that's [usr] big problem [sys] fine [usr] for you i can't understand my word they see i i don't know if they got scared i thought if engineer with the they might [sys] i i don't [usr] charge [sys] know [usr] them [sys] iii [usr] or something [sys] i what what what it seems to have to have happened is there has been a miscommunication between the tenants yourself he they thought that we were fitting taps which you are going to provide but that was not the case [usr] no i didn't have miscommunication i didn't tell them [sys] right [usr] anything i said bishop guest [sys] ok [usr] come [sys] i mean [usr] and [sys] i'm i mean [usr] they will fix it why i don't need to tell them long story i don't need to tell them i didn't know this i ok how can i tell them when british guest people come don't talk anything just let them do the work it's quite common sense for them which is i mean somebody [sys] right [usr] came [sys] ok look [usr] or they will [sys] in [usr] fix [sys] regards [usr] the problem [sys] to in regards [usr] in between [sys] to what [usr] that [sys] the engineer [usr] if [sys] did [usr] i was [sys] ii [usr] if [sys] i can't [usr] if if [sys] really [usr] i was a tennis [sys] say any more all i can do is read his note we are going to go back out on on friday and we're going to just fit the task and it should be fine everything should be fine all right i'll i'll work around it [usr] i want you to [sys] ok [usr] fix [sys] that's [usr] that [sys] fine [usr] i want [sys] no worries [usr] you to fix it that's it if you can if you can fix the old i don't mind but if you can't fix [sys] ok [usr] it then you need to replace it kitchen one is broken and [sys] all [usr] but 21 [sys] right sir [usr] is [sys] i understand [usr] no no but [sys] we're coming [usr] someone else [sys] out [usr] no [sys] friday [usr] no water [sys] i'm [usr] coming [sys] not the person who's who's attending it's one of my engineers but the note is there for them to get it sorted all right sorry [usr] where is your office based now [sys] why are you asking [usr] now [sys] our office is based in [pii] [usr] where is your office [sys] yes no stafford is [usr] is it [sys] in the [usr] is [sys] [pii] [usr] it in [pii] [sys] near [pii] [usr] that'll be ok i just want to [sys] alright [usr] save your [sys] no [usr] number [sys] he's alright [usr] because [sys] cheers [usr] you are not [sys] both way [usr] working [sys] right [usr] you see [sys] no he thanks by [usr] ok [sys] the way [usr] thank you thank you bye thank you bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino 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 how can i help [usr] hello i'm just phoning up to see if there's any chance anyone can just come and unblock a waste pipe for us today [sys] right ok is it overflowing or leaking or is there anything to do with your toilet [usr] it's blocked on the the pipe that comes from the from the toilet down it it's in inside in the kitchen [sys] right ok [usr] it's blocked [sys] it ok is it affecting your tyler or any of your sinks [usr] yes [sys] right ok have you only got one toilet to use or [usr] yes [sys] do you have another one [usr] no just the one [sys] right ok we should be able [usr] i've [sys] to then [usr] i i've un [sys] i just [usr] blocked [sys] think [usr] some [sys] go [usr] of [sys] on [usr] it with my hoover but [sys] ok [usr] i can't i can't ii i just can't get any more out [sys] right ok i just need to ask first do you have plumbing and drains covered with british gas at all [usr] not with er british gas no [sys] no ok could i take your post code please [usr] [pii] [sys] yep [usr] [pii] [sys] ok i'm just gonna make sure we're covering work in your area right [usr] right [sys] now before [usr] ok [sys] i start to book you in that all looks fine i should be able to book you an appointment [usr] no [sys] i'm just gonna set you an account up it'll take me [usr] ohh [sys] a few [usr] right [sys] minutes [usr] that's ok [sys] can i just ask is it a it is a domestic property [usr] it is [sys] i know it seems a silly question but we have to ask could i take the first line of your address as well please [usr] [pii] [sys] ok could i take your full name and best contact number please [usr] i can give you an i don't know his phone number to give i need someone's phone number i'll be asleep cos i what you're not here that it's i do have a name which is [pii] [sys] [pii] [usr] and then the the contact number would be better [pii] [sys] yep [usr] [pii] [sys] [pii] [usr] [pii] [sys] did you say have we been out to yourselves before [usr] i think ii i wasn't sure if it was you or whether it was drained for er is it [sys] i [usr] lane [sys] think [usr] for drains or something [sys] what [usr] it was about [sys] i think we had [usr] two [sys] back [usr] years [sys] in [usr] ago [sys] 2022 january in march it's it's saying i've got you there right it's blocked waste right can i just ask is there anyone at the property with any vulnerabilities we need to know about [usr] no [sys] no ok can i just take the hand number off you again i've just deleted it on accident [usr] that's [sys] i'm really sorry about that [usr] 544 [sys] yep thank you sorry [usr] that's [sys] about that [usr] right [sys] that's the wrong button right i can book that in for you i just need to go over the prices and what will happen if that's all right with you first because it's a week and it is a little bit more expensive the prices start at 225 the engineer will come and assess the work there's no call out charge then he'll give you a price after he's looked and see obviously seeing what's needed to doing and then he usually will complete it there if he can and it will be cash or card on completion [usr] ohh [sys] is [usr] right [sys] that ok ok [usr] ok [sys] right that's all booked in for you would you the reference number in case you need to ring us back [usr] no i'm all right [sys] no ok [usr] no it'll be [sys] the [usr] ok [sys] engineer usually will give you a call half an hour before or a text just to say he's on the way [usr] ok then [sys] all right then [usr] ok [sys] well [usr] then [sys] you have a nice day [usr] and do it ok thanks [sys] all right [usr] all [sys] bye [usr] right bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to how can i help [usr] i've had a call out outstanding all day for one of your guys can't do the plumbing i appreciate that [sys] right [usr] busy but we've just had a voicemail to say it's now been delayed again and it's gonna be at least at minimum 10 o'clock tonight [sys] well it's gonna be delayed till 10 o'clock tonight he said [usr] at the at the earliest i'm really i appreciate [sys] right [usr] you've [sys] ok [usr] got emergencies going on but i'm going away in the morning and i'm not going away leaving the house or leaking it [sys] right [usr] i've had to [sys] unfortunately [usr] come home from work early but i've had no phone calls from anybody i had to come up and work early because of the to meet them nobody rang me [sys] right [usr] to say it was gonna be late you had no communication and now you're saying minimum 10 o'clock tonight that's not acceptable [sys] right i mean sometimes these things when you get stuck on jobs longer than they're supposed to these things can happen [usr] no nobody [sys] they they rang [usr] they're not [sys] you [usr] please listen to me please let me speak nobody has had the [sys] ok [usr] courtesy to ring me all day and say i'm sorry he's not gonna be here till this evening even though it was an afternoon call up before 64 and [sys] right [usr] now he's saying i'm not i'm low priority and he he's gone to other jobs and i'm sorry but that's not good enough i've been working waiting [sys] i mean [usr] day [sys] i don't know [usr] i came home from work [sys] right i don't know what's been going on out there with the engineers but when did they send you the voice mail [usr] about 10 minutes ago and that's the first time somebody's contacted [sys] right [usr] me all day have you ring in your office since this morning [sys] right right ok i i [usr] would [sys] well [usr] you be [sys] i'm [usr] happy [sys] sorry but this has happened i i'm sorry that this has happened to you obviously [usr] i i [sys] i would prefer you [usr] that [sys] know [usr] but [sys] that you've [usr] would [sys] been [usr] would you be happy with the situation [sys] i certainly would not be happy if i've been waiting all this time what would you want me to do for what would you want me to do at the moment is [usr] i [sys] there anything [usr] am going [sys] that i can do [usr] away [sys] for you right now [usr] i am going away [sys] ok [usr] at nine o'clock in the morning i want to guarantee that this [sys] nine [usr] leak will be [sys] o'clock [usr] fixed tonight cos i cannot leave my house and leave [sys] right [usr] while i'm here i reckon if something for me to say it if i'm not there [sys] can can i get your post code i just wanna find out when the [usr] yes [sys] engineer [usr] absolutely it's whiskey [pii] [sys] was it the fruit whiskey [usr] [pii] [sys] [pii] yep [usr] [pii] [sys] well my in and what's the first line of your address [usr] [pii] [sys] right put you through to [pii] ok are you ok to hold the line while i try to find out how long [usr] absolutely [sys] the engineer is gonna be [usr] i've had to work out [sys] ok [usr] at the moment cos i've got things that i should have done this afternoon i'm now trying to do this evening because i've been sitting in the waiting all day [sys] ok [usr] she'll be back home [sys] just [usr] in half [sys] hold [usr] an hour [sys] the line for [usr] thank you [sys] all right just hold the line for me i'll find out for you [usr] it all it takes is a courtesy go say sorry we're delayed [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation hello there [usr] bye [sys] i've tried to call the engineer i wasn't able to get through to him maybe maybe he was driving i'm sorry about what's happened i know that you've got you you've used the home care home care cover isn't it for this job now obviously if you don't feel that er er things are not going the way you want you you you speak to them really they're the ones that that can [usr] ok [sys] er do something [usr] i just [sys] for [usr] want [sys] you i mean [usr] a guarantee [sys] i've just [usr] that you are gonna be out [sys] i [usr] to this week before i go away and sort it [sys] i mean i've done what i can for you i mean you [usr] but [sys] know [usr] can [sys] we [usr] you [sys] don't [usr] give [sys] deal [usr] me [sys] with [usr] a guarantee [sys] home care [usr] can [sys] i i [usr] you give me a guarantee you are going to fix [sys] i [usr] this leak [sys] will i can put you through to the home care team because they're the ones that that you use you [usr] that [sys] know there's [usr] will just refer [sys] their [usr] you back [sys] services [usr] to you cos you they were referring [sys] they [usr] back to you [sys] they [usr] you have [sys] they [usr] got the job [sys] they can't refer back to us we're just a call center [usr] i just [sys] here [usr] want [sys] we [usr] a garage please [sys] we're not you [usr] will [sys] know [usr] please [sys] i can't [usr] will you an who who who can you just answer my question please i want to guarantee you are going to come out to this leak tonight and fix it that is all i'm [sys] well [usr] asking [sys] if [usr] you [sys] the engineer if the engineer has left you a voicemail to let that he's coming [usr] but you [sys] then [usr] have been [sys] that's [usr] saying [sys] all [usr] that [sys] you've got [usr] all [sys] at the moment [usr] you have been saying that all day i just want a guarantee now that you are gonna come out [sys] that's you can try and to call us again and we'll try and try and get hold of the engineer as [usr] can you give [sys] far [usr] me the [sys] as [usr] engineer's number please [sys] we don't have it on the system we just all we see is just the name [usr] but you've just [sys] you [usr] said [sys] know and [usr] you've [sys] it just [usr] just [sys] goes [usr] said you've tried [sys] through [usr] to call him you must have [sys] we've [usr] his number [sys] got a we have we [usr] right can [sys] i mean [usr] i speak [sys] there [usr] to [sys] are things that [usr] excuse [sys] we [usr] me can i speak to a manager [sys] right [usr] please [sys] yes hold the line i'll put [usr] thank [sys] you through to [usr] you [sys] them you are through to here at the home care services team how can i help you today [usr] hi i've got a car now that's been outstanding all day for a leak on my toilet i've been waiting for [pii] to come out all day i had [sys] ok [usr] no communication [sys] ma'am i'm [usr] with [sys] having [usr] them of [sys] difficulty hearing you [usr] i've been waiting for [pii] to come out all day to fix a leak in my toilet they [sys] and [usr] have been [sys] it's [usr] have [sys] not finished [usr] i [sys] up at this time [usr] no and the the the only communication i've had with them [pii] from when i've called them is they've called 15 minutes [sys] ok [usr] ago they're now gonna be out at possibly 10 o'clock tonight because we're low priority [sys] ok [usr] i go away [sys] i [usr] at 10 [sys] was [usr] o'clock [sys] listed [usr] in the morning [sys] as an emergency appointment ma'am [usr] yes i want it i'm going away in the morning i'd it fixed before i go away [sys] let me have a look into it for you can i have your post code and first line of address please [usr] [pii] [pii] [sys] thank you very much the thing that i'm talking about how was that and their brother can you confirm your name please [usr] [pii] [sys] and also for security purposes your phone number and date of birth please [usr] [pii] can you there's a lot of noise in the background it's [pii] 22nd march 17th [sys] ok thank you very much ma'am i'm just checking on any open appointments in your account right my god ok i see the job is still open ma'am it's a job booked in as a priority priority jobs can be open up until 6 a.m. in the morning ma'am this job is still open but what i can do is i can try and give the engineer a ring and find out the estimated time of arrival [usr] yes i just want a guarantee it's gonna be fixed before i go away and nobody will give me that guarantee [sys] i'm just gonna need you to hold the line please [usr] thank you was doing exactly what she the first one did [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy [usr] i don't [sys] towards [usr] sleep [sys] abuse [usr] in it [sys] of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you [usr] hm [sys] you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play 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 [usr] got cut [sys] press two [usr] off [sys] or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening you're through to my name is [pii] how can i help [usr] i've just know one of your colleagues i'm trying to sort out a call out that's been ongoing all day for a leak on my property i did get transferred [sys] right [usr] and i got cut off i've been waiting all day for this call out i appreciate how you've got [sys] right [usr] busy you've got emergencies but i keep getting bumped down the lift i'm going away in the morning nobody will give me [sys] right [usr] a guarantee that no that that somebody will be out to fix this league tonight and i'm just getting absolutely nowhere with it i'm really not happy [sys] right [usr] about [sys] and was it [usr] it cos nobody's communicated [sys] ok [usr] with me all day it's me sat in all day waiting for this apart from one voice mail [sys] right [usr] saying it's gonna be at least 10 o'clock tonight now [sys] right [usr] a i'd to complain [sys] was [usr] and b [sys] it booked again [usr] to know what's going on [sys] ok was it booked against a home care policy or is it a one off dino is it [usr] it was a home care policy [sys] ok i will need to put you through to british gas home care plumbing and they'll be able to get in touch with the plumber and find out what's going on just [usr] ok [sys] bear with me one second i'll pop you through [usr] one second [sys] you're through to british gas and speaking services department how can i assist you [usr] i've been speaking to a few colleagues in the past half an hour i've got an outstanding call from a leak to be fixed on my property i've been waiting all day for a call [sys] ok [usr] out i've just had an engineer on about half an hour ago saying it's now been put back till at least 10 o'clock tonight a nobody has called me all day and let me know about this b the [sys] ok [usr] not saying i'm low priority which i appreciate but i go away in the morning and i can't get a hold of anybody to guarantee that this leak is gonna get fixed this evening [sys] i did [usr] i [sys] ok [usr] was on the call somebody [sys] what i'm gonna [usr] 10 [sys] do [usr] minutes [sys] i'm [usr] ago [sys] just [usr] and [sys] gonna check [usr] somebody was checking this and i've [sys] ok [usr] just been cut off [sys] what i'm going ok i'm gonna check [usr] hello hello hello hello hello | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to bury and busted boilers we're here to help good morning you're through to dino my name's [pii] how can i help you today [usr] hi ok i have been advised by somebody who's installed in a new bathroom as ours that i need the drains flushed [sys] right ok can i ask is this a domestic or commercial property [usr] domestic [sys] and do you have british gas home care cover for plumbing and drains at all [usr] probably [sys] no [usr] not [sys] ok have you used our service before [usr] no [sys] could i go through our prices with you before we start normally this is the [usr] of [sys] price [usr] course [sys] for unblocking of a drain which would mean require using the high pressure water jet it i'm assuming it would be around about the same our prices start from 100 and £80 including va t that's monday to friday 8 a.m. to 6 p.m. after 6 p.m. it's from £225 as that's classed as out of hours payment would need to be made [usr] sound [sys] on the day afterwards completion via cash or card is that ok could i have [usr] perfect [sys] your post code the first line of your address and your name please [usr] yes the a ok the address is [pii] and that's on [pii] postcode [pii] [sys] four sierra [usr] sierra [sys] hotel [usr] hotel [sys] and your name [usr] my name's [pii] and i my name's [pii] [sys] ok [usr] and i'm the property manager [sys] will you be the person that's paying and could i have your surname [usr] yes [sys] please [usr] [pii] [sys] as in the bank ok thank [usr] yes [sys] you [usr] but [sys] right [usr] only one of [sys] i'm [usr] me [sys] just gonna pop some details on the system it just takes a couple of moments please bear with me whiskey alpha at nine for [usr] no problem [sys] sierra hotel i'm just going to check that we do have a local office available in that area at the moment and then we'll get the details [usr] -huh [sys] onto the system but yes we do have a local office that's fine now i'll get the details on ok and that is park cottage there we go got you that's mister [pii] lord and could i have a site contact name and site contact number please [usr] yes it will be [pii] [pii] and the phone number is [sys] bless you [usr] sorry thank you [pii] [pii] [sys] that's [pii] [pii] thank you [usr] yes [sys] sounds somebody's getting a cold [usr] no do what it is [sys] i can understand [usr] i'm just [sys] that one [usr] run down from being overworked and [sys] 00 i wish [usr] i'm currently [sys] i i'm [usr] i'm currently working from bed with my laptop on my leg but [sys] i [usr] at [sys] have [usr] least i at [sys] to [usr] least [sys] admit [usr] i [sys] i am [usr] to [sys] sat [usr] do that [sys] in [usr] some [sys] my [usr] people would have [sys] spare [usr] to go into work [sys] bedroom [usr] and don't have [sys] which [usr] this [sys] is [usr] luxury [sys] now my office [usr] it could be worse [sys] in my pajamas and dressing gown i completely understand customer [usr] no [sys] have been advised bye bathroom better to have veins how i flushed ok and is there anybody in the property clusters vulnerable at all no thank you [usr] no [sys] ok could i have your contact number as you'll be paying i'll need to pop them a note on for the engineer to contact you please one second contact mister [usr] of course [sys] mr [pii] and could i have your number now please sorry [pii] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [pii] now because we're having an ensuite being fitted [sys] i well [usr] which [sys] pretty [usr] has established [sys] much what i can [usr] this situation [sys] do is in [usr] i was [sys] one [usr] wondering [sys] moment [usr] what [sys] i'll [usr] the [sys] get the availability [usr] usual [sys] up [usr] process [sys] for [usr] times [sys] our engineer [usr] are please [sys] and i can tell you how quickly we can get somebody out to do that for you with [usr] that happened [sys] and for [usr] amazing [sys] payment [usr] thank you [sys] by a card over the phone ok that's that bit done now i'm just going to check availability for you the first available appointment is i can get somebody out today or the next appointment would be thursday the fifth in the morning today it's an all day appointment that's any time from now up until six is that ok [usr] today's good you be more [sys] no problem no problem [usr] give me one second i've just messaged my business partner we're normally really quick at responding to each other [sys] my gosh sunshine where does that come from [usr] have you had a card that's close ok do what i know i i am 99% sure that it's gonna be fine [sys] right [usr] i'm going to arrange today [sys] no [usr] he [sys] problem [usr] i know he [sys] once [usr] wants it done [sys] i [usr] urgently [sys] confirm this [usr] i know [sys] booking [usr] he'd prioritize this and move stuff around if i've told him that it's now [sys] mister [usr] booked for today [sys] [pii] will [usr] let's [sys] receive [usr] just go [sys] a text [usr] ahead with that [sys] message this will contain a booking confirmation it will also contain a booking reference number would you the reference number also that's fine obviously the booking reference number is in case you need to contact us for any reason the engineer [usr] no [sys] will [usr] i'll [sys] also [usr] ask him to [sys] contact [usr] forward me [sys] mister [usr] whatever [sys] [pii] [usr] you send [sys] when [usr] him [sys] he's on his way just to let him know he is on his way as well ok and that is all booked in [usr] cool thank you [sys] no problem at all fine thank you [usr] just [sys] much for your call have a good day take care now bye bye [usr] ok perfect all right that's great i'll let you go sorry right that's great thank you much thanks you too bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plan 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 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 [usr] huh [sys] and no call out charges you [usr] alright [sys] can rely on us to get the job done it's really easy to book ointments online just visit dino.com [usr] single foot ok great £80 a ticket thank you it was good man ok ok thank you with that [sys] dino is one of the [pii] leading [usr] i look [sys] plumbing [usr] down i look [sys] and [usr] straight [sys] drain [usr] away [sys] services [usr] fucking [sys] from [usr] black [sys] blocked drains to burst pipes and busted boilers [usr] with her and her boyfriend [sys] thank you for calling dino [pii] speaking how can i help [usr] hello [pii] just a quick one we've got a blocked bathtub and sink i've tried obviously hand pumping and stuff no luck it filled the bathtub up and then a day later it's empty i'm assuming it's a very very slow [sys] blockage [usr] block but it's it's it's seeping through but super super slow [sys] ok [usr] i mean i've tried using one of those drain snakes but it's just the way the bathtub is it's a jacuzzi there's loads of bits and bobs before the drain i can't get the drain snake through [sys] ok [usr] and i've tried using a hand pump and stuff and i've just run out of options really [sys] ok i can have a look for you then and it's a domestic property is it [usr] it's standard domestic [sys] ok do you have british gas home care cover for plumbing and drains [usr] i'm not sure [sys] no ok all right don't worry then what's your postcode [usr] [pii] [pii] [sys] [pii] let's have a look and [usr] c it [sys] if you could also take the house number [usr] [pii] [sys] [pii] [usr] no we got a handle [pii] [sys] let me see if i can find it is [usr] [pii] [sys] that is that [pii] [usr] that's right [sys] and just bear with me it's incredibly busy today the system is running quite slow if i could take your 1st [usr] no [sys] 1st [usr] worries [sys] name [usr] [pii] [sys] [pii] and if i could also take your surname please [usr] [pii] si ngh [sys] si ngh [usr] s [pii] [sys] i've got it and if i could also take [usr] i have i have had diner rod come out before [sys] all right [usr] for other various drainage issues but it has been some time [sys] ok got you can i also take a contact telephone number please [usr] [pii] [pii] [pii] [sys] [pii] got you right let me just save all that does it just appear to be the bathtub and the sink that's having the problem [usr] i've i've i've tested and tried everything else ran loads of water through everything else no problems there i'm guessing it's some something in the down stack on something i'm guessing [sys] no problem and can i ask as well is there anyone at the property who may be considered vulnerable at all no good [usr] bye [sys] right bear with me i'll get the [usr] sorry what do you class as vulnerable because then my [sys] and [usr] that might be classified [sys] as [usr] as vulnerable [sys] someone who's blind or wheelchair bound or severely disabled that thing [usr] my dad [sys] ok [usr] as classified by the nhs [sys] all right just bear with me just bear with me it's i'm having trouble but it's busy the systems are really struggling one sec [usr] no worries [sys] here we go right let's have a look then i'll get the appointment slots up now they should fingers crossed load up now i could send somebody this afternoon if you're available it would be between now and roughly six o'clock [usr] ok [sys] i'll grab it let me just grab it before somebody else exactly the only one left until next week be i've got it there we go [usr] flipping out next week [sys] it's it's it's unbelievably busy you just wouldn't believe it i tried to book a job on for someone in [pii] this morning and the earliest i could get was mid january [usr] my god [sys] it's crazy in some parts of the country at the moment it's this weather [usr] wow [sys] let me explain how it works just in case you can't remember engineer will come out obviously they'll have a look at what's going on and then once they've had a look they'll give you a quote now if you're happy with the quote they'll obviously do what needs to be done and you can just pay the engineer at the end via casual card if for any reason you don't want to go ahead you can't say no and if you say no you don't pay anything because there's no call out charge but what i can tell you is this if you do go ahead prices do start at £180 including va t it's all of that ok no problem [usr] it's 100 and 85 including [sys] correct [usr] the a ok starting ok and what does the i'm guessing the engineer would make a decision on the price would he [sys] exactly as long as it's nothing major it shouldn't go above the 180 [usr] ok ok that's fine [sys] they go mr [pii] that's all booked in for you for this afternoon and i've asked the engineer [usr] ok [sys] just to drop you a phone call when they're physically on their way to you just that they're on their way ok [usr] but nice one thank [sys] pleasure [usr] you much [sys] you're very [usr] cheers [sys] welcome take care bye [usr] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas we record calls for quality and training purposes good evening you've reached how can i help [usr] hello i i am in [pii] and we run a theater here and we've got a quite a a leak that seems to be getting bigger and i need somebody to come out and see if they can shut it off [sys] ok do you not know where your main stock cook is [usr] we've tried to we've tried to what we think is the main stock we tried to turn it off and it's not doing anything [sys] dear ok [usr] it's turning into a bit of a a bit of a problem [sys] ok did you say you're a restaurant [usr] no we're a theater er in the [pii] [sys] i'll see you ok [usr] in [pii] [sys] ok what does it cause something to cause property damage and [usr] at the moment it's leaking down the emergency stairs at the back of the building i've had to move because we've got an audience in i've had to move the audience but the the issue [sys] damn [usr] for for me is that the amount it's coming out it can easily fill a bucket within 30 minutes but i can't catch it in a bucket because it's all coming down the wall there the electrics the main electrics for the whole building go in in that area and there's also the [sys] ok [usr] the boilers and stuff that are there i think it will fill the boiler cupboard before it will fill the [sys] ok [usr] electric cupboard but [sys] i said to put that on our list potentially it is a make safe situation overnight [usr] yes [sys] they would contain it and then obviously repair it in the in the day time [usr] that's fine [sys] but we can't what what's the name of the company sorry [usr] it's part of the corn borough council but the theater's called the [pii] [sys] ok if i can take your name please [usr] it's [pii] [sys] and your surname [usr] it's [pii] which is [pii] [sys] ok thank you and the first line of the address there please [usr] it's the [pii] [pii] and it's [pii] [sys] [pii] [pii] [usr] [pii] yes [sys] just searching for that [usr] thank you [sys] the old town arts center [usr] that's [sys] would that be [usr] that's the one [sys] ok [usr] i think the problem is this building was built back in the 18 fifties there's a lot of old stuff and even the piping is obviously it's not that old but the piping is pretty old i've tried to i've tried doing the stock cock and it's she had to stop going [sys] no ok let's have a look the engineer if it does complete tonight it would need to be paid on completion ok [usr] that's that's fine [sys] just to make you aware that's either cash or card [usr] god [sys] you've got an uncle where do you think it's coming from [usr] but the problem is the building's massive i really can't work it out i just don't know i think it's a burst pipe but there's a boarding in front of the pipe and i can't get to it to be able to see properly [sys] ok that's obviously cause you need attention tonight do you [usr] yes because [sys] ok [usr] my concern is i leave that overnight in eight hours time the boiler [sys] you don't [usr] rooms [sys] know [usr] gonna be flooded i think especially if the pipe ruptures even further then it's really gonna come gushing out [sys] hm ok and what's your contact number there please [usr] if you use my mobile number which is [pii] [sys] [pii] [usr] [pii] [sys] ok ok i've done then i'll put that onto our emergency list i can't give her time that's the only thing about this we we don't give time overnight but the engineer will when he's on his way [usr] do do do we have a rough idea [sys] no we we can't give a time overnight we do have engineers working obviously we do but they do they are limited on the amount that we have and they do travel quite a distance [usr] right ok i mean the problem is i i'd to go home at some point it's it's a business and i i don't [sys] i appreciate [usr] live here [sys] that no [usr] i i'm not [sys] it [usr] quite [sys] well we we we aim we don't get it but we do aim to come out within four hours [usr] right [sys] but we can't i mean i can't i can't guarantee it does depend on how busy they are but it it is on the list and obviously they will contact you as quickly as they can [usr] ok it's [sys] i mean it does get to a stage that you don't want us anymore then i ring back and we can cancel it but [usr] right ok do you do you do you have a reference number [sys] yes it's 344 [pii] [usr] ok fine that's fine i will i'll give you a call back if i need to if in case because as i say because we're part of the council there are other people trying to find plumbers at the moment that's fine if we if we get anyone i'll come back to you [sys] then let [usr] then [sys] us know [usr] thank you much for your help [sys] we're here now you all right then thank [usr] all [sys] you [usr] right cheers bye [sys] thanks bye bye [usr] ok | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi how can i help you today [usr] hello i wonder if you can help me love i live in [pii] i have a bit of a problem with my outside train which is blocked i need someone to come out first of all i wanted to know do you charge call out charge [sys] no [usr] you don't call out charge ok [sys] no [usr] is there any way you can book for someone to come and have a look at it for me please [sys] would you want me to run through the price and everything as well you have it on the [usr] that's [sys] sunday [usr] of course [sys] the call out fee is free the will give you a free assessment and quotation on the site if you accept it we will go ahead straight away the price starts about 100 and £80 already including va t and we take payment once the work has been completed via cash or card [usr] right ok do you do you put a camera down because somebody's saying that it may need a camera down [sys] we we can do a tv but that would be a separate job and for that i don't know the prices exactly on that i would [usr] right [sys] have to find out for you if you [usr] please [sys] give me the moment [usr] thank you [sys] ok are you ok what i'll have to do for the price i'd have to send you over to your local office and they can discuss price of you you [usr] right [sys] cannot [usr] are you going to connect me sorry [sys] they can also get it booked then [usr] ok [sys] would you happen to pass you over to them file that [usr] please [sys] can i just take your post code [usr] [pii] [pii] [sys] thank you i'll pass you over now [usr] ok [sys] sorry one moment it's just loading up still sorry about that [usr] it's ok [sys] there we go right ok i'll pass you over now have a nice day [usr] you thank [sys] bye [usr] you [sys] bye welcome to dina rod if your call is regarding a plumbing matter please redial [pii] for drainage queries please press two for account queries good afternoon you're through to how can i help [usr] hello i wonder if you can help me darling i need to know quotation about some prices [sys] ok [usr] er what you call out charge and whatever for my drainage outside i live in [pii] in cheeto [sys] ok and what's the issue with your drains [usr] it looks it's blocked on the ground [sys] that's underground ok [usr] it's the the pipe is the pipe that's coming from your drainage it's it's that particular bit that the one they the drainage underground that one is the blonde that's blocked [sys] right ok is that is it affecting any of your facilities no ok the cost will be for the 1st 30 minutes it will be £90 including va t and then [usr] do you charge do you charge call out charge [sys] we don't charge a call out charge but if the end of the day completes any work [usr] he said he will come out and have a look and estimate what the job is [sys] if you've got [usr] then [sys] a buck of [usr] then [sys] externally [usr] that [sys] it's gonna allow you and need to give it a jack [usr] sorry darling [sys] if you've got a package externally he's gonna advise you you'll need a high pressure water jet on your drain [usr] right ok [sys] that'll [usr] then obviously if if i say yes then he'll he'll charge me from that if i say no well leave it because i i don't know yet what he's going to do it you see do you understand what i mean i mean i've got myself yet what i can get someone [sys] if [usr] to [sys] you've [usr] do [sys] got [usr] it you're [sys] if [usr] with [sys] you've [usr] me [sys] got a blockage on your join he's just gonna advise you and he's jetting [usr] he he's going to be jetting it and he will charge me for jetting [sys] he will [usr] and that would be £90 is that [sys] £90 [usr] what you mean [sys] for the 1st 30 minutes and then for the when anything over 30 minutes up to 60 minutes it's 100 and £90 100 and £80 including va t [usr] right i think i'm near it i don't i don't i i'm just frightened that i'll open myself a can of worms it may cost a hell of a lot more than i can afford i'm a pensioner i haven't got much money to be you're with me it just that i call because it says call out charge is free and what is call out charge if it's free what what is he going to have a look at what to say that it needs yet watch and it's gonna cost me £90 for half an hour or do you understand what i mean [sys] that's what the the cost is we no obligation call which i'm fired into there's no call out charges there's an issue such as it in blockages or you'd a remedial works on tea drains but if you're advising it got a blockage the engineer is gonna advise you you need to unblock to attempt to unblock which will be the £90 for the first half an hour [usr] and if it takes longer than half an hour he said it's going to be what 190 [sys] 180 [usr] £180 are they usually very good at this are they usually good to solve it it this [sys] if [usr] or [sys] it is a just a soft blockage of course if there we can only advise that we'll attempt to unblock we can never promise to follow just in case there's any underlying defects [usr] what are you i my nephew came down and he's got rid of the what it is i had the gutters gutters done and it was after i've done the gutters that got blocked [sys] the debris from the gutter has probably gone down the drain [usr] er he's what he's done is he's put his hand down he's opened up the hall he's got all the rubbish out [sys] it's [usr] and [sys] probably gone further [usr] he's [sys] down the line [usr] gone down but he can't open it obviously he hasn't the right equipment to open it i just don't know that what the the the what she's gonna do it and if he's going to use something else and then that's gonna cost me even a lot more money you understand what i mean cos as far as cleaning with water is concerned my nephew's already had a go at it for me obviously he doesn't charge he he's [sys] of [usr] come [sys] course [usr] down bless [sys] er [usr] him [sys] the [usr] and [sys] jet washer you have on your property is is about a quarter of the power that our jet that [usr] i [sys] our vam [usr] see [sys] packs have [usr] do you think maybe just with the jet wash for 90 quid i'll be alright [sys] i'm hoping for yourselves sake i am hoping but of course i don't know what's going underneath your drains could be an underlying defect that we might may need to investigate [usr] everything was fine till i had to go to store [sys] it does happen occasionally [usr] everything [sys] sometimes [usr] was working [sys] routes could go [usr] there [sys] into [usr] were no [sys] a drain [usr] wards [sys] and cause blockages [usr] sorry darling [sys] roots can grow in drains and cars blockages [usr] yes [sys] that can happen on occasion as well especially with the rainwater drain [usr] it just seems it's just odd as soon as soon as i had the gutters done the next rain which was the day after that's when it got bushing out [sys] no it is it's a it's a tough one have you not got home insurance that cover your drains [usr] no [sys] right [usr] no as i said i'm a widower and obviously outgoing is it it's limited [sys] it is and [usr] when you're getting in there and sure what you're getting nowadays is just rubbish and the life of cost of living is high you can just about manage to to live ok darling what i'll do is i'll just get out call them out to have a look and see if they can do [sys] ok [usr] it with a £90.01 [sys] no worries [usr] and then i'll think i [sys] that's [usr] is [sys] because [usr] that all [sys] i was [usr] right [sys] over [usr] darling [sys] your account now give me two seconds ok can i just get the name of the account [usr] ok [sys] please [usr] yes it's d cos dikgoz [sys] and the best phone number for yourself please [usr] er [pii] [pii] [pii] [sys] ok and your postcode please [usr] [pii] [pii] [sys] and the first line of address please [usr] [pii] [sys] ok i've just opened an account for you i'm just gonna raise you a job and we'll see where we can get someone out to you ok [usr] hey darling that £90 [sys] it [usr] has included [sys] is [usr] the v eight s and there's no extras [sys] it's all including v i [usr] that's good and [sys] we [usr] you do [sys] do [usr] take [sys] cash [usr] card [sys] card [usr] payments [sys] or check [usr] i don't have no cash no check [sys] that's fine [usr] card [sys] ok it will be two more seconds ok we can get someone out to you this afternoon that'll be ok between [usr] that's lovely [sys] one [usr] what [sys] and five [usr] time [sys] and the engineer will [usr] [pii] [sys] give you a call on that number [usr] ok [sys] when he's [usr] love [sys] on [usr] thank [sys] ro [usr] you much [sys] all right no [usr] right [sys] worries [usr] love thank [sys] take [usr] you [sys] care [usr] much [sys] bye [usr] bye bye darling bye love i love bye bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two 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 go at 90 how can i help today [usr] hello i wonder if you could we've got a problem with our drain which is blocked i've tried to book a some help online but it won't let me select a date [sys] ok i can certainly try and help out for you do [usr] thanks [sys] you have a policy with british gas at all [usr] yes we do but i don't know my policy number offhand [sys] that's pretty fine what i'll put i'll put you through to the home care team and they'll be able to advise you and get your details up for you [usr] all right [sys] just bear [usr] ok [sys] one second i'll put you through to send out for you [usr] thank you [sys] that's ok just bear me one second 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 thank you for calling british gas my name is [pii] would you kindly confirm your home care number for me please [usr] unfortunately i don't have it i've been put through to you to help with that [sys] ok i can provide you can provide me with your postcode please [usr] yes it's [pii] [pii] [sys] could you kindly repeat that for me please sorry [usr] [pii] [sys] thank you much and your door number [usr] 42949 [sys] thank you much you said sorry bear with me ma'am [usr] thank you [sys] ok thank you much i found your address and happy new year [usr] same to you [sys] ok and would you kindly confirm for me please your full address and i see that the account is under your husband [usr] yes it's in the name of [pii] [sys] ok would you kindly confirm the full address and his date of birth for me please [usr] i certainly can it's [pii] and it was [pii] and his date of birth is the third of december 1975 [sys] thank you much my name is [pii] mrs [pii] [usr] hello [sys] what can i do for you today [usr] i wonder if you could we've got an incredibly bad blocked drain i just called [pii] who suggested that if i had british home care they should put me through to you to see if i could find some help [sys] definitely i can do that for you [usr] thank [sys] definitely [usr] you [sys] where is the blockage is it inside the house or is it an outside drain [usr] it it's an it's an it's it is an outside drain but it's inside a a built utility room i would say inside [sys] get going ok the pipe maybe is the toilet [usr] i believe it's a pipe that comes from our kitchen sink the kitchen dishwasher and our upstairs [sys] ok [usr] toilet yes we we've tried to unblock it but we can't [sys] ok ok i do have a slot for you for tomorrow it's from eight till one o'clock is that [usr] ok [sys] ok [usr] is there no chance [sys] yes [usr] of it happening today [sys] three [usr] because i i can't use any of my kitchen equipment [sys] no ma'am i'm sorry i don't [usr] right [sys] honestly i don't yes [usr] ok 8 to 1 tomorrow and does that fall under our british health care does it home care [sys] yes [usr] it would be covered [sys] it is covered but your cover it's got an excess fee of an amount of a £60 [usr] six we'd have to pay the £60 excess [sys] yes but on my end i'm unable to take any card number that i can do the booking for you what i can do i'm gonna ask your permission to you to do a invoice if that's ok with you [usr] ok y i what i what i think i'd to do i don't know if it's possible is if i can book that i i might [sys] ok [usr] be able to go and find someone down the road who can come and do it today would i be able to then be able to cancel it [sys] you can do that but remember that you are covered anything maybe the person that is outside maybe does any little bit of fault [usr] right [sys] and when they see a british case that a plumber that already you are covered and this job was done by somebody else and it damages somewhere into your property [usr] right [sys] then you're going to be responsible for that [usr] sorry what would that mean for us if they damaged it [sys] if any damages that happened into your house after you booked an engineer outside your cover any problem that you have again is gonna be under your name which means you you will be responsible for any damages [usr] right [sys] that will happen [usr] you're saying [sys] yes [usr] ok you're saying if somebody privately comes out not under [sys] it sounds [usr] the home care and damages the drain then it wouldn't be covered under the home care [sys] no ma'am remember your contract says only british guests or diner people [usr] only british [sys] that can [usr] gas [sys] come [usr] engineers can come out [sys] yes [usr] and you can only get me someone between eight and one tomorrow [sys] yes [usr] bear with me a second i'm just looking at my other half [sys] ok [usr] they can't get anyone today well i've just asked her that and i've just she just said all right ok [sys] bye [usr] ok all right if i book that you said you've got to send me an invoice which i'd need to pay the excess for [sys] yes that [usr] ok [sys] invoice you're going to get it after 14 days 14 period after during from [usr] ok [sys] today it's [usr] all [sys] gonna take 14 days yes [usr] ok all right fine all right well leave it with me and let me call you back i'm gonna see if i can find someone who can come today because i i can't do anything in my kitchen i can't go to [sys] ok [usr] the toilet all right [sys] ok ma'am [usr] thanks [sys] ok thank [usr] very much [sys] you much [usr] cheers thank you [sys] bye [usr] bye bye [sys] you | 0Appointment / Booking
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[usr] sometimes i cannot hear [sys] thank [usr] you [sys] 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 [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 good afternoon you're through to [pii] talking to [pii] how can i help you [usr] hello there we were wondering if there's any possibility of somebody coming to unblock a drain that is on a a domestic property it looks as though the god waste coming down from the bathroom into the the drain in the garden isn't draining away [sys] ok no problem we can book it in but unless it's an emergency it's gonna be next week is is that ok [usr] not really what would you class as an emergency [sys] well you can you use your toilets in and your bathroom facilities [usr] well you've got we've got foul and contaminated waste coming up through a drain on the outside in the garden [sys] right is it is it sewage that's overflowing [usr] yes [sys] right ok well that would that would be an emergency but if but if you wanted somebody out this evening it's more money but it's up to you [usr] well you'll have to tell us tell me how much you you would quote me for [sys] ok [usr] someone to come [sys] ba [usr] out this [sys] right [usr] evening [sys] bases [usr] and how [sys] right [usr] much [sys] how [usr] how [sys] it works [usr] much tomorrow [sys] how it works is there's no call out for yourself if they can do the job on the day a standard unblocking of the drains when it's the is after six o'clock which it would be now is £212 and tomorrow is the same £212 sunday sunday is £224 but [usr] -huh [sys] because it's because it's [usr] and [sys] from four o'clock on a friday afternoon we we could i could get that booked in for this evening but the engineer depends how many jobs the engineer has got on his system he does have up until one o'clock tomorrow to get but it's it would be the same price anyway but they would call you in [usr] 222 [sys] no no no no [usr] £120 [sys] 202 [usr] did [sys] 112 [usr] you say £212 and no more than no [sys] well [usr] more than that [sys] that's [usr] though [sys] a standard [usr] is that [sys] unblocking that's only the payment is only taken the work is completed now if there's any further work required along the line the engineer will provide you with a quote to consider normally be able to be [usr] right [sys] able to do the [usr] ok [sys] job a standard that's where they use high power water jets to get rid of everything [usr] and that's your standard process yes cos we've had a go at this end with with rods but at the top of the garden but it looks as though it's further down at the bottom of the garden [sys] they're [usr] and [sys] not [usr] we just [sys] long [usr] don't [sys] enough [usr] think that [sys] they [usr] the [sys] they [usr] rods [sys] they have [usr] our [sys] they have [usr] rods [sys] the specialist [usr] are [sys] equipment but i say [usr] long [sys] they would [usr] enough [sys] phone you before attending any any relevant information when the engineer phones just tell him when he phones if you want if you want the job booking in [usr] ok well i'm i'm i'm speaking on behalf of my neighbor whose property it is if you just hold [sys] not [usr] a second [sys] a problem [usr] please [sys] at all [usr] and [sys] ok [usr] we'll just have [sys] thank [usr] a conversation [sys] you [usr] thank you | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's 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 you're through to [pii] dino how can i help [usr] yes it's mister the southern court at at [pii] we've got a small problem the kitchen sink runs into a plastic pipe and it disappears after about 4 m and i think there's a block down the end there and and i'm just wondering if that's the thing that you could help us with as i say i don't think it's very [sys] d [usr] big i think it's a question of the right equipment perhaps and away you go [sys] we can have a look at this for you can i just confirm do you have a british gas home care policy or would this be a one off engineer [usr] no it's a one off we'll pay for it [sys] ok and is this your home address where you live where you're having the issue [usr] yes yes [sys] ok i'll just run through the cost with you first of all the prices start from 100 and £80 to unblock the drains the call out itself is free of charge you only charge for the work that you've done and that's to use the rod method or the high powered water jet if you do proceed to pay directly to the engineer on completion by cash or card is that ok [usr] yes yes [sys] can i take the postcode please [usr] yes the postcode is [pii] [sys] and the first line of the address [usr] [pii] [sys] and the road name [usr] it's it's on the corner of [pii] and 100 [pii] it's [pii] it's a it's a little hamlet it's [pii] [sys] a week [usr] and we're there's a big tree in the middle of the road [sys] ok thank you very much can i take your name please [usr] and the name is [pii] [pii] [sys] could you spell that for me [usr] [pii] [pii] [sys] and your contact number please [usr] it's the one i'm i'm calling from which is [pii] [pii] [pii] [sys] any vulnerabilities or health issues that i need to note down [usr] no i don't think no no i think it's just a question of i think their equipment stretches 50 or 60 yards doesn't it they just i think they'll just have to run their super duper thin gauge hose in and just somehow clear the clear the blockage [sys] ok we've got an appointment i might be able to put you in this afternoon [usr] if you can yes if you can [sys] book you in for this afternoon anytime between now and six pm the engineer will give you a call when he's on his way ok [usr] yes ok ok [sys] perfect that's all been booked in then [usr] ok we'll sit here and pray [sys] hopefully someone will be with you soon ok [usr] ok thanks much [sys] thank you bye [usr] thank you | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please [usr] yes [sys] listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] all those people people [sys] did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] alright join [sys] we record calls for quality and training purposes hi you're through to [pii] at donald how can i help [usr] hi it's [pii] calling from chateau riana on [pii] [sys] how can i help [usr] hi we've got a problem with a drain outside one of the cottages that we've got on in the hotel is it possible to send someone out to come and have a look at it for us please [sys] have you got any long-standing agreements with either us or down or british g sorry [usr] no it does i don't think [sys] can i take the postcode [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] and where were you calling from again sorry [usr] [pii] [sys] am [usr] [pii] [sys] priam is that [pii] hotel [pii] alpha [pii] just bear with me a second i'm just gonna and what what's the you said you've got drains backing up outside i'm assuming [usr] it is [sys] ok are they overflowing sewage [usr] yes ok that's fine [sys] if you could just confirm the first line of the address please as well [usr] it's [pii] what's the address [pii] i know the postcode what's the [sys] is [usr] rest [sys] that [pii] [usr] yes that's the one sorry [sys] no it's ok anybody at the property with any vulnerability you should be made aware of [usr] no the the [sys] but [usr] hotel is full of guests though [sys] road man please ok and what i can do is book the initial appointment slot in for you in the local office which is where the engineers are dispatched from within the area they will give you a phone call back shortly to discuss the price as well as what time an engineer will be sent out [usr] perfect [sys] if [usr] thank [sys] you're ok [usr] you say again [sys] i'm [usr] sorry [sys] gonna need if you're ok to go ahead with that i'm gonna need your name please [usr] that's fine it's [pii] [sys] contact number please [usr] the telephone number for here is [pii] my head i know [sys] we've got [pii] [usr] yes that's the one [sys] email address please [usr] it's [pii] [sys] [pii] is is [pii] [usr] [pii] [sys] [pii] [pii] [usr] yes and then it's [pii] [sys] [pii] ok that's all booked in for you [usr] perfect [sys] and the local office will be in touch with you fairly soon is that ok [usr] that's fantastic thank you much [sys] you're welcome [usr] thank [sys] take [usr] you [sys] care [usr] bye [sys] bye bye now [usr] bye bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi there you've reached [pii] at dino how can i help you [usr] hello we're having an issue with drainage i don't sorry i've never really done this before i don't really know what i'm doing i'm panicking a little bit [sys] all right don't worry about it i'll help you out it's all right where's your drain what what's happened with the drain [usr] we're we're on a new build site in [pii] i did notice there was [sys] ok [usr] a dino rod van out the other day and they tried our doorbell but we weren't in and we missed them but i [sys] would [usr] i come [sys] you originally [usr] home [sys] would you [usr] and i we we didn't call them out no but i come home and our kitchen's flooded into our hall under stairs cupboard and it's stinks it's obviously foul water [sys] do you think somebody or one of your neighbors or someone had called in [usr] i i don't know whether it was the groundworks company because i've called i was given we're in a new built house i was given a plumber number called the plumber he came out but obviously it's not him because it's ground works and he said that there was an issue further up the site to do with some cement blocking a drain i don't know if [sys] i will [usr] if [sys] get [usr] they [sys] very [usr] were [sys] common in very common in new bills [usr] if they were out to do that or something but anyway i i just think we need someone to come out and have a look at it as soon [sys] what [usr] as possible [sys] i think what's exactly happened now then [usr] we've cleared all the water up and we've seen one of our manholes in our front garden is blocked which doesn't come from our toilets because our toilets still flush our sink still goes but i think our kitchen sink connects to it and our neighbour's toilet connects to it [sys] right ok [usr] obviously every [sys] and [usr] time [sys] when you [usr] they [sys] smell [usr] go [sys] it [usr] to [sys] what do you [usr] god it stinks it's it's [sys] is it it's a we you would say it smells [usr] it [sys] a wedge [usr] definitely fo water i mean as soon as i walked in the house i could smell it [sys] right ok that's fine and did you say also you've got a [usr] i haven't noticed a leak i'm assuming it's only going to happen if the neighbors use their toilet [sys] toilet [usr] maybe or something [sys] have you by any chance have you asked them if they are they have they have any issues with flushing or [usr] i asked [sys] bathing [usr] i did ask them and we spoke to them and they said they had issues with their downstairs toilet won't flush [sys] they [usr] they have [sys] haven't used the data [usr] they they obviously tried to flush it earlier today i'm assuming and i mean i've been at work i was at work until i got home about an hour and a bit ago my partner was out [sys] no [usr] i [sys] no [usr] come [sys] no i understand [usr] i'm guessing it's come through when they've flushed it into our house but i know that the manhole is completely backed up because we've taken the cover off and i think [sys] right [usr] looking at the [sys] obviously [usr] plan i think that's [sys] it it it it seems your neighbor's got the issue really where it's where it's causing the issue to come on your property you mean are you ok paying for it [usr] well obviously [sys] or do you want [usr] i feel it should really be the developers who are paying for it cos we're in a new built house [sys] of course [usr] and [sys] 100% [usr] we've only moved in since this is this is the major issue i'm having because i can't i can't contact the developers because it's christmas eve and all their offices are shut [sys] i know i know and if you're paying for the see that your next door neighbor's got the issue because they've [usr] well [sys] got they've got [usr] i mean [sys] issue with [usr] they [sys] their downstairs [usr] can't use [sys] boiler [usr] the toilet but then it's leaking into our kitchen our kitchen is fully flooded and the flooring needs replacing obviously is it i don't [sys] definitely [usr] i honestly [sys] if [usr] don't [sys] i if [usr] know what to [sys] i [usr] do [sys] was you no i used to work for a new build company love how i don't know if you've ever heard of that yes i used to work for them for the development and all that sites and everything before i joined diner rod this is many many years ago if i was you i would bring you up with them [usr] with [sys] and obviously [usr] the neighbors [sys] with the maintenance company whoever built the house they they should should have had some sort [usr] which [sys] of service [usr] is [sys] isn't [usr] is [sys] there [usr] is a developer called crips but i don't the the only number i have emergency number was the plumbers who's come out and the emergency [sys] but you don't want to use [usr] on [sys] them [usr] their [sys] do [usr] website [sys] you [usr] goes to their office and their office is closed [sys] it's gonna be now isn't it because it's christmas isn't it [usr] i have no emergency number for them at all [sys] don't worry i mean i can book you in but today's prices they are quite dear because it's christmas eve and i found a diner rod are you ok with that [usr] how much is it gonna be [sys] i'm just finding out now [usr] ok [sys] for you [usr] i understand obviously i'm gonna have to claim this back from the developers [sys] i i would if i was you if you if you're getting this done today i would claim it back for the developer because at [usr] they're [sys] the [usr] gonna [sys] end [usr] have [sys] of the day [usr] to pay [sys] if [usr] it aren't [sys] their toilet's [usr] they i just [sys] not flushing but it's coming into your garden [usr] i mean [sys] that's not fair [usr] what i've done is i've called ds the the groundwork people have called ds [pii] i called them they didn't answer obviously they're not there then i called crips and it went through to voice message i've left them a voice message explaining what's happening saying the plumber's been out and that i need to obviously call [pii] cos they're not there i mean surely i've covered myself enough for them to pay for it [sys] i mean you you've covered yourself there [usr] should [sys] just [usr] i [sys] just [usr] send [sys] just [usr] an email as well explaining [sys] which you [usr] it all in [sys] i could buy a shoe [usr] should i do [sys] i say [usr] that [sys] have [usr] you send them out just trying to [sys] send them send them out i send an email out but if i if i was you i'd keep on top of it claiming your money back with all this stuff cos i remember when when i used to work for love out loads of people used to have issues with drainage the toilets any internal issues they used to have tiling issue and they used to be on them you paid much for a property at the end of the day whether you're renting or whether you're paying for it they sh they should be built properly [usr] yes they should [sys] i'm sorry i'm still finding out for you [usr] that's fine that's fine i'm gonna i'll let you do that i'm gonna quickly type them an email explaining that we've had [sys] definitely [usr] to had [pii] [sys] if [usr] out and [sys] i were [usr] i'm fully [sys] i [usr] expecting [sys] i i'd [usr] them to [sys] back [usr] charge them [sys] yourself up with with photos as well i would [usr] ok that's a good idea i mean i don't [sys] no [usr] have [sys] i [usr] a foot [sys] watched [usr] of the water [sys] up [usr] but i can take photos of the kitchen if you thank you i really appreciate your help not what we need [sys] no [usr] on christmas [sys] no [usr] eve [sys] no i know it's christmas eve when you you're [usr] ok [sys] you're going through all this [usr] it's bloody [sys] has a leak come to your 270 today [usr] 270 ok that that's fine i can that's absolutely fine i mean i'm assuming they'll be able to unblock it [sys] the the the this is for unblocking [usr] ok would you obviously be able to send all the email and everything [sys] how it works with us i'll book you in now ok and then engineer comes out to you within four hours [usr] ok [sys] he'll do all the job everything he can at the end what you do is just pay by cash or card [usr] ok [sys] i'd get a receipt i'd get a receipt off him i'd get even if you want to report get that covers yourself with the developer that look they're happy i knock your own plumber out and this is what's happened but with new build it's very common the the the cement being blocked because as a developer not cleaning cleaning it off it was common in love as well [usr] was that ok at least i may feel better i mean it's not nice to come into the kitchen 30 see what you want because obviously [sys] are you [usr] i'm [sys] all right [usr] feeling [sys] with that then for me to book you in or do you [usr] i think [sys] do you do you [usr] it's [sys] want [usr] it's gonna be the only option i think there's no way i'm gonna be able to contact crips directly is there i think that it needs to be [sys] ok [usr] solved because i can't have that backing up again [sys] if it's gonna carry on happening i'll be honest with you just take out the whole you don't have the home care cover with british gas at all do you [usr] home care cover no [sys] in in if this is gonna carry on happening take out the home care cover because that'll be cheaper for you [usr] what [sys] is [usr] carry [sys] it a pain [usr] on getting blocked [sys] or if you're gonna have ongoing issues the home care cover covers plumbing drainage all that stuff that's completely different to us but i just say for yourself because obviously i understand how it feels to find a new property and stuff that with with cost of living as well it might be a cheaper option that [usr] ok [sys] bye [usr] i'm just writing that down ok you'll you'll send [pii] out i'll obviously pay for it and get a receipt and then i can forward that on to crips directly [sys] and in the future if if you think if you're gonna if you're gonna have these ongoing issues with the the developer to just take out a policy with home get british gas home care take out with them and then in that way every time something i know you don't want it all the time happening but i'm just saying in the future if it happens again just do that [usr] ok all right thank you much what what what do i do from here sorry [sys] i need to book you in now ok to get [usr] if [sys] to get [usr] we [sys] someone [usr] get that [sys] out to you [usr] in [sys] ok ok let's take some information from you and then what whose name am i booking it under [usr] book it under my name which is [pii] [sys] well well what's your best contact number for the engineer to get hold of you on [usr] [pii] [pii] [pii] [sys] [pii] and i just need you to make sure you answer any number you're unsure of [usr] ok [sys] because christmas eve engineers are gonna call will call you and if you're forced you don't answer they get onto the new the next job that's on their on their [usr] on the list [sys] on their list is [usr] ok [sys] that all right [usr] absolutely fine [sys] and well is it commercial or domestic [usr] domestic for health [sys] that's fine you've not got the home care cover what's your surname [usr] [pii] [sys] and what's your postcode [usr] it's it's a new build estate i'll give you our postcode and then a separate one in case they can't find us it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] and what's the first line of address [usr] [pii] [pii] [sys] i found it [usr] ok that's good [sys] number one ok we're going to the main now ok what i need to pass on to the engineer information full information he's got an idea of what's happened the next door has got a block blocked [usr] i think [sys] not [usr] it [sys] too bad [usr] it seems the blockage is between the manhole cover that's on our lawn and [sys] block [usr] the [sys] block [usr] manhole cover that's in the main road [sys] but because the blockage is in the block is in between main road and your garden a dry love the drive and which have ok did you say you ordered your kitchen [usr] our kitchen and through to our hallway under stairs cupboard which seems [sys] it [usr] weird [sys] wasn't [usr] because the kitchen's at the back of the house and that manhole covers at the front [sys] that's ok it's in the kitchen and the hallway [usr] i don't know whether maybe it's just backed up eventually to our pipes from our kitchen sink [sys] confirming of the train the back of the front anybody wonderful that cup of tea [usr] anybody what sorry [sys] anybody vulnerable [usr] no [sys] i'm just getting to the last bit now ok [usr] yes ok [sys] and you're available tonight have you got a pen and paper to give you the your reference number as well you'll get a text message as well but i'll just let about this [usr] ok bear with me [sys] 20 [usr] ok [sys] ok i've booked you in your reference number is dywo [usr] dywo [sys] 372 44 64 [usr] i've got dywo 3724464 [sys] that's right [usr] ok [sys] if you just keep keep hold of your phone engineer will call you the minute he's on the way [usr] ok [sys] you're booked in already [usr] ok [sys] and then obviously he'll have a look at everything for you explain to you all everything and then if you're happy we'll start the job [usr] ok [sys] then on completion you can pay by cash or card just ask for a receipt if i was you ok [usr] yes definitely ask for that ok thank you much for your [sys] all [usr] help [sys] right [usr] all [sys] no [usr] right [sys] worries if you if you've got any concern just give us a call back ok [usr] ok all right cheers have a great christmas [sys] ok you too [usr] all [sys] take [usr] right [sys] care [usr] thanks [sys] bye bye [usr] bye | 0Appointment / Booking
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[usr] she out of the way [sys] thank you for calling dino rod partners [usr] ok [sys] with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for training purposes dino is one of the [pii] leading plumbing and drain services from [usr] step [sys] blocked [usr] two [sys] drains [usr] you'll [sys] to burst [usr] get a fixed [sys] pipes [usr] price [sys] and busted [usr] no [sys] boilers [usr] obligation [sys] we're [usr] quote [sys] here [usr] straight [sys] to help [usr] away but i didn't get anything at three an engineer will arrive with no call out charge i've not had any step two i didn't get any step two [sys] our local team of expert engineers are available across the [pii] 24 [usr] well [sys] 7 [usr] that should [sys] 365 [usr] have phoned me how [sys] days [usr] we think [sys] a year you're speaking to [pii] can i help [usr] hi i last week i booked an engineer to come tomorrow but i've not heard if they're coming or been given a quote or anything [sys] ok can i take the postcode about the property is [usr] yes it's [pii] [sys] and the first line of the address please [usr] it's [pii] [sys] miss [pii] [usr] yes [sys] have a look did you not get a text message on the 23rd at about eight o'clock in the morning [usr] let me just check [sys] it might [usr] no [sys] be because there was [usr] i didn't [sys] a space in the [usr] no [sys] phone n no it might be because there was a space in the phone number let me put you through to the office that is doing the job and then they can just [usr] ok [sys] confirm what time they can schedule the guys for it is booked in tomorrow but as i said [usr] ok [sys] these are the office that's doing the job i'll be telling you what the weather up to [usr] all right thank you [sys] 26 [usr] ok all right they didn't send me a text message it was based in the phone number [sys] rolling down the rod press one for drains or two for account [pii] [usr] hi i'm booked in to have an engineer come tomorrow but i've not had a text message or anything to confirm any timing or quote or anything that [sys] postcode of the property please [usr] sorry [sys] what's the postcode of the property please [usr] it's [pii] [sys] and please [usr] it's [pii] [sys] why why you've not had to take with something that the system automatically generates it was probably just a sys [usr] right [sys] 11 castings [usr] that's the one [sys] there is a there is a job booked for tomorrow price wise for a standard and domestic unblock it's fixed price of 100 and £80 including the vat [usr] right ok that's fine [sys] all right all right the [usr] do [sys] engineer [usr] what kind [sys] then [usr] of time [sys] i can't give you an idea of a time at the moment because we have got [usr] ok [sys] quite a lot of jobs the engineer will ring you when he's on his way [usr] great ok [sys] all [usr] that's fine [sys] right all right [usr] thank [sys] thank [usr] you [sys] you thank [usr] thanks [sys] you bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas calls may be recorded for quality and training purposes if you need any help with the drainage problem press one if you require our plumbing services press two 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 morning speaking to how can i help ok what's going on with it is it just blocked or something or have you are you having an issue or something with it [usr] morning [sys] ok [usr] i'd to book an appointment please to have my er drain surveyed please [sys] right ok [usr] well [sys] eight [usr] the well the the shower [sys] indeed [usr] isn't draining [sys] indeed [usr] very [sys] at the minute [usr] well it's [sys] it's [usr] it's [sys] just a shower [usr] in an upstairs [sys] that's er draining [usr] en suite [sys] slower than normal [usr] and [sys] is it [usr] we've had problems with the toilet er in the past [sys] right ok [usr] and [sys] do [usr] i would [sys] you have [usr] to [sys] a contract [usr] get to sort [sys] with [usr] of sort out exactly [sys] british [usr] what [sys] council [usr] it is [sys] for plumbing and drains or would this be no you're paying for it as a one off and it's a residential [usr] ohh [sys] property [usr] it's very strange and very slow [sys] yep and what's your post code please [usr] no [sys] for hotel bravo right i'll let what you're looking at anyway [usr] yes [sys] there's no actual call out charge [usr] [pii] [sys] an engineer would come out have [usr] [pii] [sys] a look at it all see what's going on [usr] [pii] [sys] give you a free quote and you can take it from there either way whenever you to be honest with you that's fine that's fine [usr] ohh right ok [sys] ok [usr] i i [sys] let [usr] won't [sys] me just [usr] be [sys] take some [usr] here [sys] details [usr] for a [sys] and [usr] while [sys] i'll have a look at the diary [usr] to book this up it's towards the end of the [sys] and [usr] month [sys] i mean if it is if it just needs clearing out [usr] i'm [sys] to get it all cleared [usr] here [sys] and free [usr] i'm [sys] flowing [usr] here on [sys] you'll [usr] the 30th [sys] be looking at 1 [usr] of [sys] 70 [usr] may [sys] including that if there's something bigger going [usr] i'll [sys] on we'll [usr] i'll [sys] let you [usr] have [sys] know [usr] a look at diary [sys] and you can take it from there [usr] ok ok i think i've had it cleared in the past [sys] well [usr] the toilet [sys] either way we'll [usr] mean [sys] have [usr] a [sys] a [usr] while [sys] look at [usr] back [sys] it and if there [usr] by [sys] is an underlying [usr] some a friend [sys] issue [usr] of mine [sys] we'll let [usr] and er he seemed [sys] what [usr] to eat [sys] it [usr] well [sys] will cost to sort [usr] they they [sys] it and [usr] once [sys] you can [usr] said [sys] go from [usr] that [sys] there [usr] he said it could be a lime scale [sys] what's [usr] problem [sys] the first [usr] and [sys] line [usr] one said [sys] of your [usr] it might [sys] address [usr] be a misaligned [sys] please [usr] pipe i'm not sure [sys] i've got it there [pii] any [usr] ohh [sys] medical [usr] right then [sys] conditions [usr] ok [sys] vulnerabilities anything relevant that we'd [usr] [pii] [sys] need to know [usr] [pii] [sys] no and your first name [usr] [pii] [sys] please and your surname [pii] [usr] it goes [sys] [pii] and [usr] no [sys] the best contact [usr] no [sys] number [usr] no no [sys] for [usr] problems [sys] you [usr] that [pii] [pii] [pii] [pii] well you can you can ring my home number that's the landline it's [pii] [pii] [pii] [sys] [pii] perfect [usr] all right my my mobile right is [pii] [pii] [pii] [sys] no problem [usr] right [sys] what all one second [usr] ok if [sys] shower [usr] i can can i book you up for that for monday i'll i'll be here that week monday tuesday wednesday thursday friday well sorry tuesday tuesday wednesday thursday or friday [sys] right the 30 of that week you said next seven days 23rd 30th is it does a tuesday work for you [usr] the [sys] or [usr] 30th is the tuesday 30th [sys] right [usr] of may [sys] perfect right it'll be somewhere between eight and six on the tuesday the 30th between eight and six [usr] tuesday tuesday will be alright [sys] i'm [usr] tuesday [sys] on then do you want would you want would you prefer [usr] that's great [sys] the morning or afternoon that's fine far in advance i'll put it for the morning then [usr] between [sys] between [usr] what [sys] eight [usr] time [sys] and one [usr] sorry between eight and you can't tell me if it's gonna be in the morning or not can [sys] that's [usr] you [sys] the 30th you'll get a text confirming the appointment in a couple of minutes [usr] well [sys] as well anyway [usr] i'm wanting to be better [sys] the engineer will give you a ring on the day when he's on the way to you [usr] eight and one ok that's just great eight and one that's the 30th [sys] they'll tell you what's [usr] great [sys] wrong they'll tell [usr] ok [sys] you what it's [usr] that's [sys] gonna [usr] good [sys] cost and you can take it from there ok [usr] is it right ok ok [sys] indeed [usr] he's gonna do a survey [sys] all right [usr] for [sys] see you [usr] me [sys] then [usr] and they're gonna he'll [sys] take care [usr] tell [sys] bye [usr] me what's [sys] now [usr] wrong [sys] bye [usr] on the day [sys] bye [usr] will they ohh great ok then alright then eight till eight till 1/30 of may and you're gonna send a text ok ok thank you alright bye bye thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help you today [usr] hello can i book someone to come and unlock a drain [sys] can i take your postcode please [usr] sure it's [pii] [sys] and is that for a draining job plumber [usr] sorry [sys] but is that for a drainage engineer or a plumber [usr] i guess it's drainage it's it's i think it's the outside drain which is backing up and and and causing problems with our showers and things i guess it's drainage [sys] ok no worries can i take the first line of the address [usr] certainly it's [pii] [sys] thank [usr] it's [sys] you [usr] [pii] got it [sys] i've got that [usr] lovely [sys] is that your domestic property [usr] it is [sys] do you have a british gas policy cover in permanent drains [usr] no i don't [sys] not to worry can i take your first and last name please [usr] the first name is [pii] and the surname is [pii] the days off [sys] thank you [usr] ok [sys] is that miss or missus [usr] [pii] [pii] [sys] yes ok [usr] thanks [sys] and will you be on site when the engineer arrives or will it be someone else [usr] it will depends i will i will try to be it depends when they come [sys] ok i i can always come back and change it as well if it's a day you're not at home [usr] ok [sys] can i take your best suit or contact number please [usr] probably my mobile is best it's [pii] [pii] [pii] [pii] [sys] thank you and then can you tell me a description of the issue please [usr] yes we we've used you before for exactly the same issue i think it's old victorian drain just outside our back back door which is blocking up and causing a shower nearby to back up and and and fluff the room it's there there's there's an issue in the old drainage system [sys] ok [usr] outside [sys] no worries right ok i'll just find out the last bit of details now it won't be a moment [usr] no worries [sys] do you have the do you still have a toilet that you can use [usr] yes no we're we're fine the the the the toilet seems to be ok i don't know why they're ok nothing else is but [sys] ok right ok the earliest we can get to you all right ok is there a day that i fit yourself best other than today as we won't be able to get you booked in for today is there a certain day that where you're gonna be available [usr] i that's a good question i can make myself available most [sys] next [usr] next week [sys] week [usr] if you just tell me the earliest you can come then we [sys] ok [usr] can go from there [sys] right ok i'm gonna have to call the engineer and just get it booked in with him over the phone that quick i've just gotta say whichever is the earliest date and then i'll come back to inform you if that's all right [usr] that's right you'll call me back on my mobile [sys] ok sorry [usr] alright [sys] no i mean er if [usr] great [sys] you if you stay on hold [usr] sorry ok lovely [sys] no worries [usr] that's [sys] i'll be one [usr] perfect [sys] moment [usr] no worries thank you [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dino rod the market leader in drain services for homes and business across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online are you ok i've got it [usr] hello [sys] booked in for a for monday this monday come in [usr] that's fantastic do [sys] it had [usr] roughly [sys] to have been [usr] what [sys] an all [usr] time [sys] day it would be anywhere from eight till six the engineer phones you when he's setting off though [usr] that's fantastic all right we'll we'll [sys] no [usr] stick [sys] worries [usr] around [sys] have a nice [usr] thank [sys] day [usr] you very much [sys] bye bye [usr] and you take care love bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] hm [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if [usr] right [sys] you require our plumbing services press two or if you have an did [usr] it [sys] that you can now book drainage services online in a few easy clicks visit dino.com [usr] but [sys] for details alternatively please hold and your call will be [usr] but i [sys] transferred to a customer service advisor [usr] did you do it i don't know yet [sys] we record calls for quality and training purposes [usr] what you're asking me now no i don't i don't [sys] bye now [usr] hello [sys] hi how can i help you [usr] hi my name is [pii] i'm calling from the west village in [pii] we've got a plumbing leak and it's seeping into one of our kitchens we need to try and get someone out asap to look at it if possible [sys] all right and is is this a commercial property then or domestic [usr] sorry [sys] is this a commercial property [usr] it is [sys] and do you have cover with british gas [usr] no we cover no [sys] no and have you made an account with us previously [usr] we have had you out before we might have an account with you [sys] right let me [usr] thanks [sys] check right can i get a postcode [usr] [pii] friday [sys] and the first line of address [usr] glass village hotel we can bring prayer in [sys] right bear with me [usr] check in which i'm worried about she stays in the [sys] right is that [pii] [usr] it is [sys] family cross [usr] it is right [sys] ok i'm sorry what was it called [usr] the lost village hotel [sys] the glastonbury hotel [usr] grp village hotel l a std [sys] ok [usr] rop [sys] ok [usr] look at next week we can't just can't leave these short [sys] right just bear with me just taking the while to load [usr] nothing and it's me [sys] and can i get your name [usr] my name's [pii] it's [pii] [sys] perfect and your best contact number [usr] it's [pii] option five [sys] right thank you right and what seems to be the problem [usr] we got the chef's toilets it seems to be block but the water's coming out of the drain and it's back in straight into one of our kitchens [sys] ok toilets backing up into your kitchen ok [usr] i'm gonna whatever you want to [sys] is that when the toilet is flushed or is it just when [usr] no it's just constant now [sys] ok [usr] no [sys] the toilet's blocked as well [usr] the tell us box as well [sys] is there another toilet that you can use or is that or the only toilet available [usr] no the toilet's not usable it's completely blocked we have other toilets [sys] ok [usr] in the hotel it's not a problem [sys] ok right and is anyone at the property of any vulnerabilities or medical conditions [usr] no not that i'm aware of [sys] nope right i could book that in for you now what will happen is that the local office will get in touch with you shortly [usr] ok [sys] confirm the time rates and charges [usr] ok [sys] and it's pay pal card please should you cash your card [usr] right just give me one second we probably need it bill into our account with the hotel invoicing directly to us if that's possible [sys] right with invoicing you we need to be directly to the local office [usr] ok [sys] unfortunately they close at six pm after six pm invoicing won't be an option [usr] right ok just hold the line one second for me [sys] yep [usr] that's absolutely fine [sys] ok no worries ok is there anything else i could do for you [usr] no thank you [sys] all right do of eve you take [usr] cheers [sys] care bye [usr] bye bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dina road [usr] that's [sys] our calls are recorded for training and monitoring purposes please choose from one of the following [usr] what [sys] options [usr] do we get for a survey [sys] 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 you [usr] -huh [sys] good afternoon [usr] hello how you doing my name is [pii] here i'm ringing from a company called contracts in [pii] we do a lot of housing executive work and i'll tell you i was i was looking a couple of cctv surveys done but i was just wondering [sys] ok [usr] first can we cover the rate [sys] we do know there are costs involved obviously [usr] yes [sys] because we're based in [pii] for the for traveling to and but the guy that you need to speak to is on the other line at the minute [usr] right [sys] [pii] would [usr] ok [sys] i be able to get him to give you a call [usr] you can ok [sys] is that ok [usr] no [sys] just [usr] problem [sys] on this number [usr] that's [sys] [pii] [usr] fine if you ring me back in ok [sys] and what's the name of the company did [usr] it's [sys] you say [usr] my mobile [sys] sorry [usr] my mobile services in armagh m am o [sys] no problem at all leave [usr] what's [sys] that with me i'll get him to give you a shout back [usr] you cheers [sys] then thanks [usr] bye bye [sys] very [usr] bye [sys] much [usr] bye bye [sys] all [usr] bye [sys] the best [usr] bye [sys] bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor [usr] yes [sys] we record calls for quality and training purposes good afternoon you're through to [pii] my name is [pii] [usr] hi [sys] how [usr] mate [sys] can i help [usr] my name's [pii] and i work for bellway home south [pii] wondering if i can book in a a blockage with you please [sys] absolutely have you ever had [pii] there before [usr] not on this particular plot but we've had out on the weekend [sys] different pubs ok what's your post code [usr] the [sys] sir [usr] postcode for the property is [pii] [sys] [pii] [usr] [pii] [sys] right [usr] [pii] [sys] ok not even close [pii] cool and it's a blockage [usr] [pii] [sys] right two seconds sir i will get you through to the local [usr] i'm [sys] office [usr] good [sys] then they should be able to tell you when we can get something to you and how much it's [usr] ok [sys] likely to [usr] then [sys] be [usr] thank you [sys] all right [usr] hi [sys] how can i help [usr] there my name's [pii] from [pii] [sys] correct [usr] division can i report a blockage on one of our properties please for a call out [sys] ok what's your [usr] is [sys] post code [usr] [pii] and the number of the house is [pii] and his cow leads past [pii] [sys] [pii] [usr] yes it [sys] have you booked in with us already [usr] i've just spoken to one of your colleagues and they've just directed me to you [sys] ohh who did [usr] i [sys] you speak [usr] ain't [sys] to [usr] got a bloody clue there's a bloke on the other end of the phone [sys] ohh that's fine i just need to pass you through to our [pii] office cos you're coming to the [usr] ok [sys] office [usr] then thank you [sys] thank you [usr] hi there [sys] and [pii] speaking [usr] you're the first person i spoke to in the last five minutes my name is [pii] and i work [sys] sorry [usr] i work [sys] for that [usr] for galway home south west division not bad [sys] hi [usr] i'm trying [sys] you right [usr] to report a blockage in one of our plots an occupied occupied plot we need someone to come out and clear the drains [sys] can i quickly ask for the postcode [usr] it's [pii] [sys] for that because it it may be that we [usr] [pii] [sys] are [usr] [pii] [pii] [sys] yes right i couldn't find anything on the system in regards to that post code it means we've never attended before if you have the time i will have to create a new [usr] ok [sys] account for you just i can make a job right to double check with you did you say this is this will be a commercial [usr] but what [sys] job [usr] it is that we we call you out on the odd weekend when we have a blockage in one of our plots not me particularly but the southwest division we just phone you up give you the address and you can you've been at this you've been out here before on a saturday morning but that was two and that would have been [pii] [pii] [sys] would that be [pii] [usr] that's it [sys] right now i understand why why there's an issue with it bellway [usr] that's [sys] homes [usr] it [sys] limited right you want a key account of ours and i'm i'm i'm i'm trying to to make it easy to say this i'm afraid i can't raise the job myself even though you you've called you need to call the respective team for to to raise the key account job [usr] right ok then no worries we'll sort out now and then getting to sort out [sys] i'm really sorry for that if if it helps and you can't find their phone number i can give you their email address because even we don't have their phone number we we only have the email address [usr] no let me speak to our office and they can deal with it ok thank you very [sys] ok [usr] much for your [sys] ok [usr] help [sys] sorry for that no worries take care | 0Appointment / Booking
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[usr] what [sys] thank [usr] happened [sys] you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help [usr] hi i'm phoning you from a company called hampshire property management limited we manage a block of flats in [pii] and they've got a blocked drain which is backing sewage water up to somebody's garden we need it cleared please [sys] ok you've got blocked external drain that's overflowing sewage [usr] well it's i don't know if it is sewage it it's it's not overflowing at the moment but it has been and we managed to clear it a little bit but it's back back up again or over the weekend we need it needs rodding further on out into the into the road away from the properties i believe [sys] you you're [usr] i'm just i'm just going by what i've been told on the phone which is a bit sketchy [sys] are you calling on behalf of sorry the managing agency was it [usr] i'm we're we're hampshire property management limited and we manage [pii] and i've got the name of the lady who's having the problems and her address and everything i was just wondering if i could give you the information for you to get your [sys] of [usr] guys [sys] course [usr] out there [sys] i just need to ask do you have any type of longstanding agreements with either british gas or dino rod [usr] no we just pay pay [sys] ok [usr] it as [sys] that's [usr] we go [sys] fine [usr] before before when we've had an issue we phoned you guys up and then you just us [sys] no [usr] an invoice [sys] that's [usr] and [sys] fine [usr] we [sys] that's [usr] pay [sys] not an issue [usr] it [sys] can i take the post code please [usr] what [sys] the [usr] where [sys] site [usr] the blockage is it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] sorry [pii] [sys] [pii] ok just bear with me a second i'm gonna double check if the office in that area are taking appointments if they are we can go ahead and book that in i'll book the initial appointment slot in sorry in the local office which is where the engineers are dispatched from within the area they will give you a phone call back shortly to discuss the price as well as what time an engineer will be sent out today if you are ok to go ahead with that i'd need [usr] ok [sys] the company name again please sorry [usr] it's hampshire property management limited [sys] team management limited [usr] limited [sys] ok and your a site contact name that could be that's whoever you'd the local office to contact but [usr] the the the issue is at [pii] and the lady that lives there is m noon n double on [sys] no i need a contact for the local office to call back firstly because obviously they're not going to discuss the price and no it's fine [usr] ok sorry sorry it'll be [sys] mobile [usr] it'll be me [sys] number please [usr] i'll give you the office number [pii] [pii] [sys] i've got [pii] anyone at the property that's [usr] that's [sys] got any vulnerabilities [usr] it [sys] we should be made aware of yes [usr] what where the blockage is [sys] ok that's fine i'm gonna go ahead [usr] no [sys] and confirm [usr] not not as [sys] that [usr] far as [sys] in [usr] i know [sys] you'll shortly receive a phone call from the local office great anything else i can help you with right you're welcome take care [usr] no that's fine thank you [sys] bye bye [usr] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's 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 [pii] my name is [pii] how can [usr] hi [sys] i help [usr] you speaking to from the service department i [sys] hi [usr] hi it's ok i took out cover for the customer and the british gas customer at home care too but took out a plumbing and drainage cover repair and cover that then entails that there's a 9 £79 initial fixing the customer had a drainage issue with regards to a blockage i took out the cover processed it but while i was going to go then to confirm the £79 initial fee the system then gave me aaa an error code of http request error failed then i went out to refresh the system that i can try it again but when i went back into the system it showed that the cover has already been put on the customer's account it was added under the initial re repair i went back to the platform that i used to book the appointment that i can go and then continue with booking the appointment also give the customer the £79 initial fix fee when i got there it hasn't been processed as or it's still telling me that the customer is in a cooling off period because they just got the cover and unable to book in an appointment whereas the customer wants to pay the £79 initial fee that they can go ahead i reached out to the diner support chat they referred me to a local office to have it booked in and also have the £79 initial fix fee invoice also sent out to the customer i don't know that [sys] i have no idea what i'm [usr] it's for a new job [sys] sorry i can only book a job [usr] well [sys] if [usr] it's [sys] the customers [usr] been too bad [sys] but [usr] [pii] [sys] if it's to add an the £79 onto it via [usr] or what [sys] an invoice that's not something i can do it will be the local office you'll have to speak to [usr] i [sys] i don't [usr] also [sys] know if you [usr] before [sys] rang did you [usr] i rang [sys] say [usr] you [sys] you rang [usr] i rang [sys] them [usr] i rang them [sys] no that's something that the local office would have to agree to we couldn't put that on the main call center in [pii] it will be the local [usr] can you [sys] team [usr] book a [sys] that [usr] job [sys] would have [usr] and then [sys] to agree [usr] just [sys] to [usr] add [sys] that [usr] a note that the engineer can [sys] not myself [usr] say [sys] no [usr] bye bye [sys] we can't do that no i'm sorry because [usr] i [sys] we're at risk of not being paid for that the local [usr] ok [sys] office [usr] then thank [sys] will have to agree or get a cost code from the cd m and see if they will raise the see if they can get that raised for the cost | 0Appointment / Booking
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[sys] how can i help [usr] hello my name's [pii] i'm calling from is and g steel next door to you on the [pii] sorry [sys] no mistake [usr] you're on the gardener and we're on the laker we're next [sys] ok [usr] door to each other right we've got some plumbing issues and we've got a blockage is there any chance someone can come round and have a look at it [sys] ok [usr] for us please [sys] right you said it would for the plumbing issues it would be our franchise for the blockage it would be the office upstairs [usr] ok can we get someone out [sys] ok one moment please can i just take your full postcode please [usr] [pii] [sys] and what's the plumbing the shoes [usr] right we've got blocked toilets [sys] ok [usr] and we've got block lines [sys] ok then you would just need the drainage department to come [usr] ok [sys] out ok i can transfer you through to them just now if [usr] thank [sys] you [usr] you [sys] that's all right welcome to dina rod drain services please press option one if you have a blocked drain or would to discuss an engineer's visit your call is be transferred please hold [usr] sorry no [sys] hello [pii] what [usr] hello it's [pii] calling from is and g steel next door to your gardner estate branch we got a blockage in the toilets and the drains is there anyone that can come out and have a look at it for us please [sys] the one next door ok give me two seconds ok may potentially be able to have someone there this afternoon [usr] yes [sys] ok two seconds can i have your postcode i'm assuming it might be the same as ours but [usr] [pii] [sys] [pii] and what unit was it sorry [usr] you did [pii] [sys] [pii] company name sorry [usr] is and g steel stockholders limited [sys] ok sorry right i've got a price of 100 and £50 plus ve for the first hour £50 possibility for every half an hour afterwards is that alright for you guys [usr] and then £50 plus va t every half hour ok did i see something where you got a free call out no call out charge there's no call out charge [sys] no no [usr] fixed [sys] corrupt charge [usr] price [sys] or anything that [usr] ok we'll have to we'll have to do that [sys] ok give me two seconds and how would you guys be paying for that service you have to pay by cash card on completion or [usr] well you can pay by card on completion [sys] perfect might as well do [usr] or [sys] it that way it's easiest [usr] do you do bank transfers [sys] no unfortunately not no [usr] right ok [sys] ok [usr] has he got a card machine on him or [sys] yes [usr] do [sys] they've [usr] we have to [sys] got [usr] do [sys] machines [usr] that over [sys] on [usr] the [sys] them [usr] phone [sys] that they can take the payment from [usr] ok [sys] ok and your name and contact details [usr] ingrid [sys] ingrid and the best number to contact you on is that the one you're calling on now [usr] [pii] call me on that one that's [sys] is [usr] fine [sys] that the [pii] [usr] [pii] [sys] [pii] ok perfect and what was it's block and what's affected at the moment [usr] the toilets and the drain outside where the our pump is [sys] ok but we should be able to sort this for you [usr] lovely [sys] alright well leave that with us [usr] all [sys] we'll [usr] right [sys] raise it on our system [usr] and what's your [sys] and my [usr] name [sys] name's [pii] [usr] ok it's what have you got a different number for where you are there [sys] are you ready [usr] yes [sys] that would be [pii] [pii] [pii] [usr] lovely that's great thanks very much for your [sys] no [usr] help [sys] worries [usr] what time are you gonna be here our little boys know [sys] we'll be between one and six but we're gonna be giving you a call when they're 20 minutes away and the engineer is just in and his next job will be our three postcodes it shouldn't be too much longer [usr] right ok lovely probably around two o'clock time [sys] something around that perfect [usr] ok all right then thanks [sys] no [usr] very [sys] worries [usr] much [sys] you take care have a good day [usr] cheers then bye you too bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you 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 dino my name's [pii] how can i help you today [usr] i've got a problem with my one of my drains i'm looking for somebody to see if i can come out and come on [sys] certainly can i ask is this a domestic or commercial property [usr] domestic [sys] and do you have british gas or scottish gas home care cover for plumbing and drains at all [usr] no i don't [sys] no have you used our service before [usr] yes i have [sys] could i go through our prices with you before we start [usr] it certainly [sys] our prices start from 100 and £80 including va t [usr] hm [sys] that's monday to friday 8 a.m. to 6 p.m. after 6 p.m. it's from £225 as that's classed as out of hours and payment would need to be made on the day afterwards completion via cash or card is that ok [usr] ok [sys] could i have your postcode the first line of your address and your name please [usr] yes it's [pii] [sys] [pii] [usr] [pii] [pii] [sys] thank you and your name please [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you [pii] ok i'm just going to pop some details on the system please bear with me a moment [usr] [pii] [sys] [pii] [pii] [pii] the first thing i'm doing is just checking that we do have a local office in that area that can help just take me a moment [usr] will be slow at this time of the year [sys] i wish ok we do have a local office that's good now i just need to pop the details onto the system and then once we get to the end i can generate the availability of the local office just take a moment and that was [pii] [pii] is [usr] i [sys] that [usr] was [sys] correct [usr] i was ok yep a lot of people can't pronounce that [sys] it took me a while i had to talk about it as i was saying it [usr] did you say [sys] and that's mr [pii] [pii] and will you be present when the engineer attends [usr] o les i [sys] could i have your best contact number please [usr] i'll give you my mobile number it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you and do you have an email address at all [usr] yes it's [pii] [pii] [sys] hello [pii] [pii] thank you much could i have a description of the issue that you're having please [usr] i i seem to have raw huge coming up through my brain every time we we flush the toilet and [sys] and [usr] it's [sys] is it com [usr] coming through a bit which i thought [sys] is inside or outside [usr] sorry [sys] that it's coming out [usr] out out outside [sys] right ok because you've got overflowing sewage i'm going to put that through as an emergency for today for you [usr] right [sys] that would be any time between now and six but the engineer will give you a ring when he's on his way is that ok [usr] that's fine that's great [sys] ok please bear with me i'm going to send this straight over now to the local office and get an engineer said can i just ask is there anybody in the property clusters vulnerable that could be affected by this issue [usr] not really i have got a disability but but but i don't think that's [sys] no problem just take a moment come on ok i'm going to confirm that now as soon as i confirm this booking you will receive a text message this will contain [usr] right [sys] your booking confirmation it will also contain a booking reference number just in case you need to contact us for any reason and i said the [usr] right [sys] engineer will give you a ring when he's on his way just to let he's on his [usr] unusual [sys] way and that's all booked [usr] that's [sys] in for [usr] good [sys] you [usr] that's great i better get that to the bank now and get the money [sys] thank you much for your call and have a lovely [usr] right thank [sys] weekend [usr] you [sys] you take care now [usr] thank [sys] bye [usr] you [sys] bye [usr] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi how can i help [usr] hi there i'm calling from the i in one of our drains is blocked and in the cellar it's now leaking [sys] right is this regarding your commercial property [usr] pardon [sys] is this regarding a commercial property [usr] commercial [sys] yes commercial [usr] but comment it is [sys] ok bear with me a second [usr] no worries [sys] do you have any longstanding agreements with either british gas or china road [usr] let me have a check with you give me one sec no we do not please [sys] ok and what's the issue [usr] the issue is that one of our drains are blocked and [sys] internal [usr] it [sys] or external [usr] in [sys] are you able to use the toilet [usr] let me go have a quick look [sys] this breakup is the strong [usr] currently [sys] right how we how were you made aware that it's a blocked internal drain [usr] pardon [sys] can you hear me [usr] no i can't now [sys] how how were you how were you aware that it's a blocked internal drain how did you come about to notice it was blocked i'm gonna need a bit more information [usr] right give me one second that thank you message hello [sys] hello [usr] hello [sys] right i'm gonna need a bit more information in regards to the drain itself that's blocked your colleague told me it's a blocked internal drain how did you come about to notice it was blocked i'm i'm just gonna need a bit more information [usr] but it's not not internal it's external [sys] right it's a blocked external dr is there any sewage overflowing from any of the drains inside or outside the property [usr] no no we we sorry right there's there's sewage that can't say it now there's are are their sewers being pumped into the cellar [sys] the sewage overflowing into the basement [usr] the seller [sys] ohh the seller sorry ok that's what that's what caught your attention and [usr] well i flushed [sys] ok [usr] the toilet upstairs and i heard gurgling and that usually means that there's a blocked drain [sys] right can i take the postcode of the site please [usr] it's [pii] [sys] i've got [pii] [usr] yes that's correct [sys] and what's the name of the business [usr] see i be in [sys] ok all right what i can do is go ahead and book the initial appointment slot in for you on the local office which is where the engineers are dispatched from they'll give you a phone call back shortly to discuss the price as well as what time an engineer will be what time an engineer will be sent out today if [usr] ok [sys] you're ok to go ahead with that i'd just need to confirm i know i did ask your colleague but i'm not too sure if he was certain with the answer but you've not got any type of long standing agreements with either british gas or dina rod [usr] er no no we don't no [sys] no ok can i take a contact name [usr] er it's it's [pii] [sys] [pii] ok and a mobile number please [usr] it's [pii] [pii] [pii] [sys] we've got [pii] [usr] yes that's correct [sys] anyone at the property that's got any vulnerabilities we should be made aware of [usr] no not currently but we do have guests staying tonight [sys] what [usr] one [sys] was that sorry [usr] we're a pub [sys] ok right i'm gonna go ahead and confirm that in you'll shortly receive a text confirmation and the local office will be in contact with you fairly soon is that ok [usr] ok sure [sys] great thank you for calling in [usr] ok thank you bye [sys] take care bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas [usr] yes [sys] please [usr] do [sys] listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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 how can i help [usr] hi there mate i'm just calling i'm calling from the grove care home in [pii] we've got a problem here with the the soil drainage we've got two manal that are pretty much completely blocked i've tried to rod it from one to the other but i can't do it i gotta give you a call [sys] no [usr] see [sys] problem [usr] how much it's costing it in [sys] for cost wise it's 100 and 80 for an unblocked inclusive of that [usr] how much [sys] 180 [usr] sorry right ok when could you do [sys] it [usr] it though [sys] depends i'll have to take the postcode and the details and it show up on the system what the availability is [usr] ok it's [pii] [pii] [sys] yep thank you and the first line of address [usr] [pii] [sys] [pii] and just confirm is that a residential property or commercial [usr] it's a care [sys] ok [usr] home it's [sys] you said no problem and just confirm whether or not you've already got an account with us or british class for home care thank [usr] now [sys] you may i take your name [usr] yes it's [pii] [sys] thank you and contact number [usr] [pii] [pii] [sys] sorry [pii] [usr] [pii] [sys] [pii] thank you and what's the name of the care home [usr] it's called the grove residential care do on the [sys] i don't know to be honest based in stock but we've got local offices all around the [pii] [usr] ok bye [sys] and you just have to ask for the purpose of the call but can you confirm if there's any health issues or vulnerabilities to let the engineer know of all right perfect i got that booked through for you now [usr] no there's nothing [sys] as it's a commercial i can't give you an exact timing for when engineer will be coming down but i'll book it as an emergency basis that means as soon as one's available they'll give you a call to let when they're en route and the local office will call you first just to confirm that as well as invoice and details is that ok [usr] ok yes will i get a call in the next 10 15 [sys] i can [usr] minutes [sys] put a note [usr] with [sys] down [usr] idea [sys] for them to [usr] of [sys] give [usr] time [sys] you a call in the next 10 15 minutes i can't guarantee it but i'll put a note down for them i'm assuming obviously you do want someone coming up today right or can it wait till tomorrow [usr] no it's a care [sys] right [usr] home [sys] fair [usr] and [sys] enough [usr] i say [sys] that's fine and [usr] they're [sys] how [usr] not [sys] long are you [usr] the [sys] there [usr] toilets [sys] till [usr] or anything now because it's all coming up [sys] right ok [usr] an hour ago as i was leaving i've realized that one of the toilets was backing up i've come out and checked it and found i say there's two man holes that are completely full i've tried to rod it from one to the [sys] ok [usr] other but [sys] that's [usr] to [sys] fine [usr] no [sys] i'll [usr] avail [sys] book it as an emergency [usr] needs [sys] for you [usr] a pressured [sys] i'll get them to [usr] hose i think [sys] try and get back to you as soon as possible ok thank you take care bye [usr] ok mate thanks ma | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully [usr] no [sys] we can get you [usr] on [sys] 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 [usr] i [sys] visit [usr] tried that [sys] dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes through to my name is [pii] how can i help [usr] hey i got a black toilet [sys] sorry can you hear me [usr] i hear you fine [sys] you're through to [pii] how can i help you today [usr] i've i've got a block toilet i tried booking online it just kept stuck on the page saying please wait [sys] ok what is your what's your post code please [usr] er [pii] [sys] ok bear with me a quick second hm and what's the first line of your address [usr] a [pii] [sys] [pii] [usr] yes [sys] ok do you have cover with british gas plumbing or drains cover [usr] no [sys] ok give me a second [pii] and is this commercial or domestic the the properties [usr] domestic [sys] ok and what's your name please [usr] er [pii] [sys] ok and your contact number please [usr] [pii] [sys] ok and is there anyone vulnerable within the property [usr] no [sys] ok ok where exactly is blocked [usr] i my my downstairs toilets backing up when you you flush the upstairs one and the downstairs one fills up and then slowly [sys] ok [usr] slowly drains down [sys] is there any any usable toilet [usr] not [sys] is [usr] at the moment [sys] there anyone [usr] no [sys] ok bear with me a second right give me a moment just looking for a time slot bye what we have here ok i've got two options in terms of the toilet now because today is a saturday the price is different from what it would be during the week now if it's a monday it will be it will be 1 80 which already includes va t and unless it's a crack type or something and stuff for that type of price will be the final price because it's a saturday it is £212 which already includes va t it's either the option for today or for monday [usr] this one today one [sys] ok right no worries ok now the engineer will call you that's been booked in now normally i'd give you a window but because of the weekend there can be variations but the engineer will call you to just keep you updated do pay attention to your phone [usr] yep [sys] because you may receive a text or call before the engineer is due to arrive and you can pay by cash or card on completion he will bring a card machine when he turns up [usr] ok that's great [sys] ok [usr] stuff [sys] right no it's that booked in for you for today then [usr] that's it thank you [sys] ok right cheers [usr] thank [sys] take care [usr] you [sys] bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk s leading plumbing and drain good afternoon thank you for calling dino [pii] speaking how can i help [usr] hello there i've currently got a clogged up toilet which is just slowly draining i've tried every home remedy game to try and get it loose but i just er it's nothing's working at the moment i just i need [sys] ok [usr] to see if i can get you guys out to come have a look at it [sys] let me have a look and is it for a commercial or domestic property [usr] domestic [sys] domestic and do you have british gas home care cover for plumbing and drains [usr] no i don't think i do [sys] no [usr] i'd [sys] no [usr] i'd an idea on cost as well if possible [sys] well i explain how it works the engineer comes out they have a look at what the issue is and then once they've done that they give you a quote now if you're happy with the quote they'll obviously do the work and you could just pay the engineer at the end of the cash or card if you don't want to go ahead or we can't help then you don't pay anything because there's no call out charge but what i can tell you is if you do go ahead prices do start at 100 and £80 including the a [usr] ok no worries well that's i mean that's fine if you if you can send someone out to have a look that'd be great [sys] have a look and what's the post code to start with hello [usr] ohh hello can you hear me [sys] hello i think i can hear you now what's the post code to start with [usr] [pii] [sys] [pii] let me have a look and what's the house number [usr] [pii] [sys] [pii] let me see if i can find it is that [pii] [usr] that's the one [sys] and if i could take your first name please [usr] first name [pii] [sys] [pii] thank you [pii] and if i could also take your surname [usr] [pii] [sys] [pii] and if i could also take a contact telephone number please [pii] [usr] how hang on one second [sys] ok [usr] i'll just [sys] take [usr] get [sys] your [usr] you [sys] time [usr] my last one just [sys] sure [usr] a second hang on a second [sys] no problem no problem [usr] her number is [pii] [pii] [pii] [sys] good number right let me just is it all the toilets is it [pii] that seem to be [usr] no [sys] having this [usr] just [sys] problem [usr] no just the one [sys] right [usr] i mean there are it's all it's the victorian drs and what have you it's just [sys] ok [usr] just gets chocked up quite easily it's just the it's the just the first floor toilet and er but the the the the downstairs did block up as well but i got [sys] right [usr] i sorted that out with a bit of dishwasher soap and it went through but this one's far more stubborn [sys] ok no problem and can i ask you [pii] is there anyone at the property who may be considered vulnerable [usr] no [sys] no good right bear with me then [pii] i'll be able to get the appointment slots up now just bear with me while they load up [usr] no [sys] when they load up i should say bear with me the earliest i've got now [usr] saber [sys] [pii] is can you hear me [usr] can [sys] good [usr] hear you [sys] the earliest i've got now [pii] is for tomorrow morning for between eight and one [usr] that's fine no problem at all [sys] brilliant let me grab it what i'll do is [pii] i'll get the engineer to give you a phone call when they're on their way to you tomorrow morning ok just that they're imminent [usr] no problem at all that's fine [sys] right let's get that booked in for you there you go that's all booked in for tomorrow morning for you and the engineer [usr] that [sys] will give you that call when they're on their way [usr] yes no problem at all brilliant thank you very much [sys] pleasure take care [pii] [usr] cheers bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening speaking how can i help [usr] hi good evening mate i've just been hung up for one of your colleagues by mistake yes i've just rang i'm a customer yes or british gas with home care i've just rang british gas regarding the issue that i had with when he came out to my property on friday she tried to transfer me through dial rod of lane got cut off i've rang dino rod directly in [pii] and that will be the local office [sys] ok [usr] rod has shut at six o'clock and whoever's whoever's left the message on the answer phone from rod giving the number out to the national call center if you can't ring if you if you if you have to ring up six o'clock is incorrect the number has been left is [pii] that's 10 digits that's only 10 digits i have to double check that double check that double check that cross check that just in case i wrote it down wrong and hearing the message again from [pii] whoever left that message it's wrong the number is incorrect it's only 10 digits no wonder people can't get through and that's why i've had to come through to yourselves through this number [sys] ok what's the [usr] you [sys] issue [usr] if you ring listen i've got i've got a query if you ring [pii] you'll get the answer form from [pii] saying any any jobs any anything that you need queries after six o'clock ring the national call center on [pii] that number doesn't exist one it's only 10 digits it should be [pii] what i mean please what i mean for goodness sake i'm stressed out it is what i mean and you can't even get telephone numbers right [sys] right somebody came on friday [usr] somebody came on friday to look at the post code of my property is [pii] [sys] [pii] [usr] [pii] [sys] ok can you please confirm the first line of the address [usr] [pii] no shields [sys] all right you're a british gas customer and somebody came on the 14th let's have a look water board has been out and said there is a leak in the [usr] waterboard [sys] building [usr] being waterboard being out and there's a leak in the bath there's a leak in the house yes which is making the meter run high your diner rod being out you try to find the leak [sys] i ok came in the i fresh water clean leak only when shower is used when shovel around [usr] my friend my friend even when it's i don't believe that i i don't believe that shower is used because the shower is still being used now yes and there's no leak coming through we still we still haven't silicon that we still don't believe that leak is coming from there because there's still a little bit of a drip coming out from the ceiling yes that's [sys] only [usr] one [sys] when the [usr] that [sys] show show [usr] ok that's only my friend listen you speak here and i'll just wait annoyed when i am with this british gas is i'm i i what it is i'm angry with british gas already i'm angry with them them trying to rip me off on the boiler [sys] ok [usr] that's why i'm a high rated i'm gonna i feel i'm going to cancel all my contracts with british gas all 65 properties yes and take them somewhere else i've had enough i've got enough for british gas they're just con artists [sys] do you want to cancel [usr] just a [sys] the contract now or [usr] don't don't you worry about canceling the contract i'll cancel the contract in my own time with british gas after i spoke to them [sys] ok [usr] regarding the court regarding the court they have given me for boilers for brand new boilers yes it's ridiculous mate i can get the same boiler rate for £1300.40 £100 you are charging me £4000 i think i'm silly or something anyway coming back to the point [sys] yes about [usr] your [sys] the [usr] your diner rod guy came out [sys] ok [usr] he says he identified the leak at the same time when he took the bath panel off yes all he had to do was take the bath panel off nothing else nothing else he had to touch he touched the soil pipe the soil pipe is the pipe that's behind the toilet and it's the casing over the soil pipe that he's removed he's removed yes to get into the bath panel why does he why did he have to remove the soil pipe cover to get in the bath panel the whole reason for the bath panel is it's accessible to anybody any time without touching anything else that's one thing yes [sys] ok [usr] that soil pipe is now exposed whoever goes to the toilet you can smell it yes [sys] that [usr] i would [pii] to come out or somebody come out to put that soil pipe back in this normal position the way it was [sys] ok [usr] and si and silicon [sys] ok you want to book another appointment i can just put you through but just bear with me one second you're a british gas customer i need to put you to british gas they will book the appointment for you thank you [usr] cast british cass said ring you yet you fucking pan showed me [sys] good day thank you for calling british gas you're speaking to how can i assist [usr] i need to book an appointment please [sys] appointment for [usr] i've just i've just bought the bridge i've just booked the road yes i do have to go through this again jesus christ we have to go through [sys] you're [usr] this again [sys] speaking to a different person now how can i help [usr] i know i know yes i know i'm speaking to i'm speaking i'm speaking to the con artist british gas the thieves the thieves that's who i think british gas is yes i've just spoke to one of your colleagues just earlier the post code of my property is [pii] [pii] [sys] thank you ok [usr] [pii] [sys] thank you first [usr] i [sys] line [usr] know [sys] of your [usr] i [sys] address [usr] know 11 commissioners wolf i know british gas is really well i'm gonna pull all my 65 properties i've got with british gas home care watch me i will cancel my contracts with every single one of them i've had enough of british gas [pii] has had enough enough of british gas the way they act the way they behave the way they go around charging prices trying to pull pull one over me as well [sys] sorry for you to feel that i'm just trying to check on my end can you please confirm your name for me please [usr] how do you [pii] [sys] thank you i'm just trying to check your account then i'll be able to assist ok mr [pii] though i have a lot of accounts under your name can you please bear with me while i'm trying to check all of them ok [usr] ok [sys] are you ok [usr] fine [sys] right bye [usr] but [sys] number 11 is it your correspondence address or is the address where you have your account on [usr] it it's where my account is here my correspondence address and me and my account [sys] ok i'm sure i have 14 on my end [usr] wow [sys] let me check another one [usr] ok [sys] ok i think i got your address can i please confirm your date of birth [usr] 56 41 [sys] thank you much sir how can i help [usr] right i've got to start this i've got to start this all over again this is the fourth time i've had to do this yes [sys] sorry sir [usr] i've just i've just spoke to yourself yes about half an hour ago regarding a job that was done by [pii] in the 14th you transferred me through to [pii] to speak to them about it again they are closed they're closed at six o'clock now the number that they've left on the answer phone ray to ring the national call center for [pii] is incorrect i had to google it and i spoke to the national call center they know the job yes they said if you need the job rebooked again you need to speak the british class [sys] correct [usr] and they book it for you ok the guy the guy has been out he he came out because we what we had we had north of water came out north water said there's a leak in the property we called [pii] came out the engineer said that this is where the leak is coming from but at the same time him removing the bath panel which is not a problem because he had he had to have access underneath the bath panel to have a look where the leak was coming from he's also removed the soil pipe the soil pipe is pipe next to the toilet yes that attached to the toilet is the soil pipe cover he's removed he had no need to remove the soil pipe [sys] cool [usr] cover at all because our soil pipe cover is [sys] yes [usr] not even attached to the bath panel all he had to do was remove the bath panel he had no need to touch it now that cover is exposed and open and whoever goes to the toilet it is causing a smell now [sys] no [usr] i can't see the leak anymore but what i do require is somebody from british gas or [sys] more [usr] dana rod to come and fix and rectify that problem of the soil soil pipe put the soil pipe back cover back in the same position on silicon it the way it was yes [sys] ok i hear you i'm just [usr] hey [sys] trying to book an appointment for someone to come out ok is [usr] ok [sys] that inside or outside [usr] inside [sys] ok [usr] but [sys] and just to confirm the appointment took place on the 14th of september right [usr] yes [sys] ok are you available tomorrow [usr] what time [sys] the thing is for tomorrow i have an all day slot [usr] welcome do you have to make a wednesday please [sys] also on wednesday but on thursday i have morning slot and afternoon slot [usr] wednesday is ok wednesday what time [sys] all they start between eight and six [usr] eight and six when what was this [sys] thursday i have morning start between eight o'clock until one and i have afternoon slot between one o'clock until six [usr] ok thursday what day thursday [sys] thursday is between it's the 21st of september between 108 o'clock until one and between one o'clock until six o'clock [usr] one wattle six please [sys] ok just to confirm the number that you're calling me from right now is it the best contact number [usr] mobile [sys] is it the one that ends with [pii] [usr] [pii] [sys] ok let me write it down [pii] [usr] [pii] [pii] [sys] thank you mister [pii] an appointment is booked for you someone will come and find a mistake that we've done on the 14th of september ok [usr] ok [sys] right i'm sorry for for you to go through this but your appointment is booked for thursday between one o'clock until six ok [usr] ok thank you between no no between one o'clock and six o'clock [sys] yes [usr] okey dokey that's great [sys] all right thank you have a lovely [usr] ok [sys] day further [usr] thank you you too darling [sys] bye [usr] bye bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing 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] you really [sys] hello you're through to us at di how can i help [usr] hi i've just had one of your engineers visit i'm a british gas home care customer for some leaks that we had and there's a blockage in the pipes and he says that i need to book someone to clear the pipes a drainage person through yourselves i can't get through to british gas and their website is down but it's an emergency because we can't use anything in the house i'm hoping i can book an emergency appointment with you [sys] because you're covered with british gas it will be british gas i can book that in i could try transferring you to the home care department [usr] can you please [sys] i'll pop you through now [usr] thanks hello hello hello hello [sys] good afternoon thank you much for calling british gas this is [pii] from home care services and how would you me to help you [usr] i've just had a dino rod engineer visit my house for some leaks and it's an emergency drainage system and we've been told that we can't use anything in the house no sinks no washing no nothing i need to book an emergency appointment for a drain clear for a pipe and drainage please [sys] what is your full name i'm sorry [usr] [pii] missus [sys] just bear with me [pii] and what is your address [usr] [pii] [pii] [sys] thank you the engineer was there for the league today and you have [usr] he [sys] a leak again [usr] said the reason the reason why the pipe was leaking is because there's blockage and then and he doesn't know how far the the blockage goes down if it's both inside and outside that's why the pressure of the water is leaking through the pipes [sys] ok let me check something here da da da ok ok complete it certain kitchen trip nuts with part clogged and need to a sim because i call for that they will try to unplug with wifi himself ok ok i see left notes here i'll book that for you [usr] can i have can i have it tomorrow please because it's an emergency [sys] let me see what we have available there's a blockage this blockage is inside your house [usr] i don't know if it's in he doesn't know it's definitely [sys] he [usr] inside [sys] also doesn't [usr] but it [sys] know [usr] it might also be outside [sys] ok it is are you able to use the bathroom currently or in the toilet [usr] no no [sys] you can [usr] well the toilet the toilet i think is different i know [sys] bye is there anyone that could be impacted in this with regards to this in the house anyone with any medical conditions [usr] no but we have young children [sys] how [usr] we [sys] would [usr] just [sys] i be [usr] we can't we can't wash or anything [sys] what i'm asking how old are the children [usr] two and four [sys] two and four ok i'm gonna put you on hold and i'll see what i'll do for you ok [usr] thank you [sys] let me see i can get someone to come tomorrow but tomorrow we have an all day slot and afternoon slot how is that [usr] ok yes that's fine can i have the all day slot because then they can [sys] ok [usr] might be able to come in the morning [sys] perfect and which number should i add as the best contact number [usr] the number i'm calling on the number you have on the account it's [sys] perfect [usr] [pii] [sys] [pii] yep i got [usr] [pii] [sys] it don't worry [usr] have you got the number [sys] yep i got it here i've added here and you are booked for tomorrow between eight and six all confirmed [usr] thank you very much [sys] sorry for the inconvenience enjoy the rest of your day and happy new year to you and your family [usr] and and to you thank you for your help [sys] goodbye [usr] bye | 0Appointment / Booking
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[usr] bye [sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes [usr] what but it's more a meter [sys] good afternoon you're through to [pii] my name is [pii] how can i help [usr] hello yes we've got a blocked er well we've got one that's very blocked and one that's just er with some surface water in our drive just outside our garage there's a there's a manhole cover about a meter from it which i'm told is important [sys] right ok have you ever had [pii] there before [usr] no never had any problems before [sys] fair enough and it's a domestic property can i take your surname [usr] yes [pii] [pii] [sys] and er can i have your contact telephone number [usr] [pii] [sys] please [usr] [pii] [pii] [sys] fantastic can i have the first line of your address [usr] [pii] [sys] [pii] ok and [usr] [pii] [sys] your postcode [usr] [pii] [pii] [sys] brilliant nobody at the property that we need to be aware of is there that's a vulnerable person anything [usr] no [sys] that [usr] no [sys] ok sternal blockage and manhole [usr] no the manhole's not blocked it's just that there's a manhole nearby cos i understand that you might need to access that to sort the problem out [sys] right ok is the drone overflowing at all [usr] er it has overflowed but it's not getting any worse [sys] right [usr] but with it raining i'm a bit anxious [sys] is it connected to the toilet waste at all do we know [usr] i have no idea [sys] fair enough fair enough ok i can get someone to you tomorrow on an all day appointment [usr] we're out all day tomorrow [sys] ok [usr] have [sys] how [usr] you got [sys] about [usr] anything [sys] thursday wednesday [usr] hang on a minute are you in on wednesday trev wednesday's ok [sys] excellent ok it's between eight [usr] how [sys] and six the [usr] right [sys] engine [usr] ok how much is [sys] roughly [usr] it how much [sys] about [usr] is it going [sys] 100 [usr] to cost [sys] and 80 [usr] first pardon [sys] about 100 and 80 [usr] right ok then and how do we pay [sys] it's to the engineer upon completion either by card or cash [usr] ok ok [sys] ok [usr] ok [sys] he'll give you a call when he's on the way i'll get a text sent to you with a copy of the reference number and the confirmation other than that [usr] ok [sys] we are all set and we'll see you soon [usr] what between eight and what did you say [sys] eight [usr] six [sys] and six [usr] ok doke then all right thanks very much [sys] no problem take care [usr] thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the option 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 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] is it half 10 [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 hello you're speaking to [pii] at how may i help [usr] hi yes i need a bit of help i wasn't sure it looks your team is split into to do between plumbing and the drainage team [sys] that is correct [usr] right ok i'm not sure i thought i could probably get somebody back to do both i'll explain a bit of what the issue is the kitchen sink and the washing machine seem to be i guess vomiting back water i guess that means the water is not draining somewhere [sys] it means there's a blockage more likely than not yes [usr] and we've had this issue twice probably i'd say maybe twice in the past 18 months at the moment the washing machine can't be used and the kitchen sink can't be used now i'm not sure if a plumber has to look at that or if it has to be a drainage [sys] it has to be a drains person on that one [usr] right and will they look at the the pipes or [sys] well they'll clear the blockage there's obviously a blockage there [usr] ok [sys] you wouldn't want a plumber [usr] are you [sys] you'd want a drain person [usr] we wouldn't wanna ok can are you not able to ok are you not able to send somebody that has both skills [sys] no in a word no [usr] right what the drainage person would come and what does the drainage person do [sys] they [usr] they look at the [sys] they clear [usr] outside [sys] they [usr] pipes [sys] clear [usr] isn't [sys] any [usr] it [sys] blockages whether they're within the kitchen pipework or whether they're external blockages what about [usr] ok and and then what does the plumber do [sys] plumber's there to place pipework et cetera if if a pipe's failed i it's leaking or split or burst or something that or you need a new lavatory fitting or a new sink fitting the plumber would come and do that type of work [usr] ok if your kitchen sink is blocked do you call a drainage person or a plumber person [sys] no you call a drainage person because the thing's blocked unless there's damage to the pipe work it would always be a drainage person [usr] right if your kitchen sink was blocked you'd be calling a drainage person [sys] if you wanted [usr] not a plumbing [sys] to replace [usr] person [sys] the kitchen sink then you'd call in a plumber [usr] no if your sink is vomiting water [sys] it's a blockage [usr] i'm calling a drainage [sys] it's [usr] person [sys] a blockage [usr] right ok ohh right i guess it's a drainage person [sys] most [usr] then [sys] definitely yes a plumber wouldn't do anything if we called a plumber out he'd just refer it on to a drain person he wouldn't do anything [usr] right ok or ok or would they try and do that plunge then where they just keep forcing the plunge or or something [sys] well they have tools that they can fit down the down the plug hole or they may well undo the trap underneath the sink to see if there's a blockage in there i don't know if you could check that yourself if it's if it's happening there with the with the washing machine as well it sounds the blockage is further on [usr] right ok got it yes well it's happening well the washing machine for this weekend just gurgled back water [sys] it sounds there's a blockage [usr] clearly [sys] further [usr] the water [sys] off i mean i can send [usr] right [sys] a dres person [usr] ok [sys] out if you wish we charge 100 and £70 well it's going up to 100 and 80 from tomorrow but it's 100 and 70 today if we've got any availability [usr] right right well yes if you could send what time would they be coming [sys] i don't [usr] around today [sys] know it it it could be any time between now and six o'clock if we've got availability i'd have to raise a job to check what availability we've got [usr] right ok is that a call [sys] no [usr] out [sys] that's [usr] charge [sys] the charge [usr] or [sys] for doing the [usr] does [sys] work [usr] that [sys] that's assuming there's no damage to [usr] ok [sys] the joints assuming it's standard unlock that's what you'd expect to pay [usr] ok what do you define as a standard [sys] well [usr] block [sys] as i say providing there's no damage to the drains if there's damage to the drains which probably [usr] ok [sys] won't be it's very unlikely but we just have to mention that the chances are it'll just be a matter of unblocking the drain [usr] ok is that when they come with [sys] they [usr] a snake [sys] have snakes [usr] or hydro [sys] they have jet wash they have rods as well it depends where the blockage is i mean if the blockage was outside and they need to use rods or a jet they've got those that equipment with them as well [usr] ok well i guess the property is on the first floor flat ok right ok how [sys] well [usr] do we book [sys] i can do [usr] that [sys] that now [usr] in then [sys] for you if you want me to [usr] ok and sorry what time are they coming also in terms of i guess years of experience i guess obviously i'm just thinking i guess you probably go with you just find somebody who's available can i get a really experienced [sys] ii i [usr] person just [sys] ca [usr] because [sys] i can't [usr] obviously it's happened [sys] i can't [usr] twice [sys] specify [usr] in 18 [sys] that all i'll [usr] months [sys] do is put a job in the system and they'll they allot it to an engineer i can't say whether it'll be somebody that's very experienced or not i mean they are all trained but i can't guarantee you get the most experienced [usr] but obviously [sys] person in [usr] these [sys] the company [usr] things do hm right ok what's the guarantee [sys] there's there's [usr] on this [sys] a three month guarantee providing it hasn't been down to misuse and when i say misuse not putting fat down the sink or things that you shouldn't put down the sink but if it's just a general blockage it's a three month guarantee [usr] ok ok cool all [sys] ok [usr] right let's book [sys] can i say [usr] it in sorry did you say today [sys] i don't [usr] between [sys] know yet [usr] what [sys] i'll have [usr] time [sys] to raise the job and check the diary for you can i take your postcode [usr] ok that's [pii] [sys] [pii] [usr] and it's [pii] [sys] [pii] [pii] and the first line of the address [usr] it's [pii] and it's the first floor flat the middle floor [sys] but i'll give you a call when he's on his way anyway i'll i can put a note on [usr] ok [sys] first floor flat [usr] middle bell [sys] me middle floor [usr] middle floor middle bell middle floor because when he comes with three bells bottom [sys] ok [usr] bell middle bell top bell the middle bell [sys] you don't have any british gas home care cover i take it [usr] er currently no not on the first floor my mum might have one on the [sys] right [usr] ground [sys] ok [usr] floor not [sys] and your [usr] sure [sys] name is [usr] my name is [pii] i'll spell that for you that's [pii] [pii] [sys] and your surname is that your surname or first name [usr] no [sys] and [usr] that's my [sys] you [usr] first name [pii] and my surname is [pii] which is [pii] [pii] [sys] right [usr] what else [sys] my [usr] do you need [sys] name's [pii] can i take [usr] ok [sys] a contact phone number [usr] that is [pii] [pii] [pii] [sys] i'm still here i'm just [usr] hello [sys] working through this just take me a second [usr] ok you're trying to book on the system ok how does the process work do we pay [sys] yes [usr] after [sys] you pay [usr] they come [sys] on completion you you can pay by cash or card he has [usr] ok [sys] a card reader with him is there anybody with any vulnerabilities at the address that this is affecting no [usr] no [sys] the [usr] sorry [sys] charge [usr] how much did [sys] well [usr] you say [sys] for [usr] that [sys] today [usr] was again [sys] it would [usr] i think [sys] be 1 [usr] you said [sys] 70 [usr] 100 and 70 [sys] if it's tomorrow it would be 1 80 because the price has increased [usr] right ok [sys] it's [usr] that [sys] inclusive [usr] includes va [sys] of [usr] t [sys] va t [usr] right ok [sys] i'm sorry about this my system [usr] is it going up due to inflation [sys] i'm it's it's a yearly price increase i'm not sure what the reason is but some prices do tend to increase yearly [usr] ok [sys] i'm sorry about this my system's just playing up a bit [usr] no worries no worries no cos i thought you could do it online i mean nowadays you can do everything online can't you but i just thought i really want to speak to about this just to figure it out british gas outsourced [sys] but [usr] this [sys] we [usr] to [sys] are [usr] you [sys] part [usr] guys [sys] of british [usr] right [sys] gas [usr] it seems [sys] [pii] is part of british gas [usr] ok no problem let go ok what did british gas just set up a separate plumbing [sys] well [usr] and [sys] they [usr] drainage [sys] took over [usr] business [sys] down a rather a number of years ago [usr] they acquired [sys] i did [usr] this company [sys] yes [usr] then ok makes sense separate division that can [sys] but [usr] specialize [sys] of course [usr] in [sys] and [usr] this [sys] we [usr] type [sys] cover [usr] of [sys] the [usr] thing [sys] british gas contracts as well you see but we're all employed by british gas [usr] hm ok huge company isn't it [sys] i'm sorry this is just playing up this system why [usr] ok [sys] it needs [usr] maybe it needs [sys] something [usr] a restart [sys] that's for sure let's see sorry about this it's just won't be too long [usr] no [sys] we have got availability for today that charge would be 1 70 and it's any time between now and six o'clock but they will give you a call when they're on the way [usr] ok sorry [sys] any [usr] say that again [sys] time between [usr] it's all [sys] now [usr] booked in did you [sys] and [usr] say [sys] six o'clock tonight the charge will be 1 70 because the price doesn't go up till tomorrow if that's ok i'll book that in [usr] ok [sys] for you now you'll get a text message to your phone [usr] that's [sys] to [usr] fine [sys] confirm the booking and the engineer should give you a call when he's on his way and that's all done mrs [usr] ok [sys] [pii] [usr] that's great ok [sys] ok [usr] ok super all right fab great all right [sys] you're [usr] today [sys] very welcome [usr] 11 [sys] thank you [usr] to 6 [sys] hope [usr] all [sys] he [usr] right [sys] sorts [usr] thanks [sys] it for [usr] [pii] [sys] you thank you do care [usr] ohh right [sys] yes yes [usr] all right thanks sorry [pii] one more thing [sys] if [usr] can't [sys] you what [usr] sort [sys] sorry [usr] it what happens if he [sys] well [usr] doesn't [sys] i'm [usr] sort [sys] assuming [usr] it what [sys] that he will do i mean obviously they don't normally have a problem something that it sounds quite straightforward i can't see there'll be a problem [usr] hm [sys] if he doesn't though i mean if he [usr] but [sys] if he [usr] the [sys] endeavors [usr] case if [sys] to [usr] he doesn't [sys] sort it [usr] i just need ask a [sys] puts the snake down and he cannot sort it you would still be liable for the charge but as i say it would be highly unlikely for them not to be able to sort it [usr] right ok right [sys] you're welcome [usr] ok [sys] thank you take care bye [usr] alright thank you alright bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] my name's [pii] how can i help you today [usr] hello there mister [pii] calling from wildwood lit bank shrewsbury and [sys] hi how can i help [usr] we have a drainage problem in the outlet flow from the kitchen [sys] ok can i ask is this a domestic or commercial property [usr] domestic [sys] and do you have british gas home care cover for plumbing and drains at all [usr] no no no [sys] no have you used our service before [usr] no i don't think i have no [sys] could i go through our prices with you before we start [usr] yes all right go on [sys] ok the prices start from 100 and £80 including va t [usr] you could [sys] that's [usr] have [sys] monday to friday 8 a.m. to 6 p.m. after 6 p.m. it's from £225 as that's classed as out of hours on the saturday prices start from £225.08 am to 6 p.m. and then after six pm it's from £260 payment would need to be made on the day afterwards completion via cash or card [usr] right right right that doesn't matter how big or how small the job is [sys] correct yes that's our starting price [usr] and how does one right how quickly can if i say yes how quickly can you attend [sys] is the drain overflowing at all [usr] yes [sys] and is that with waste water from the sink and washing machine and dishwasher that thing [usr] that thing yes [sys] right ok it would more than likely be monday before we can get somebody out [usr] would it indeed right ok well we better we'd better [sys] excuse me [usr] leave it for the time being then if you couldn't get anybody out till monday right [sys] no problem [usr] ok [sys] thank you for your call [usr] thank [sys] take [usr] you [sys] care now [usr] bye [sys] bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino.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 through design now talking to [pii] how can i help you [usr] hello yes we've got a blocked drain [sys] ok do you have any account with british gas home care that covers drainage work [usr] we don't have any i'm just asking we don't have any british gas home care cover do we no no we don't [sys] ok you'd be paying for the work yes [usr] yes yes [sys] ok is it residential property [usr] it's a residential property yes [sys] ok no problem just one minute and what's the postcode thank you [usr] it's a [pii] s for sugar 26 two l for lima s for sugar [sys] sorry just one minute it's just not coming up here what's there's a problem here with the system reload won't be a minute well give me that again bs 26 [usr] two l for lima s for sugar [sys] ok you've never used an up before no [usr] yes yes we've had this a few years [sys] right it's got to be more than three or four years ago because there's nothing on the system it's ok [usr] it would [sys] i can [usr] would [sys] book [usr] be [sys] a new [usr] three [sys] job in [usr] it it would be three or four years ago yes [sys] right ok are you aware of the prices now that dino charge before booking in or do you [usr] no [sys] want me to go [usr] no [sys] through it with [usr] i [sys] you [usr] i haven't we haven't used you for a while [sys] right ok the way it works is there's no call out fee itself a standard unblocking of a drain now is 100 and £80 that is inclusive of va t [usr] right [sys] and that is payable upon completion of the work [usr] ok can you play that with a card [sys] that's how the [usr] yes [sys] engineer takes payment [usr] lovely [sys] by card payment ok do you want me to carry on then [usr] yes please [sys] what's the first line of the address thank you [usr] it's [pii] [sys] i've got it [pii] [pii] [usr] yes yes that's correct we are the cottage on the farm there's two there's two residents it's all in [sys] ok [usr] one but [sys] they [usr] we're [sys] they will [usr] in the cottage [sys] they will they'll phone you when the before they come [usr] lovely [sys] anyway i [usr] lovely [sys] just need to take some details are you the owner of the property [usr] yes [sys] could i take your first and last name thank [usr] well [sys] you [usr] i'm gonna put you ok it put in my name it's [pii] [pii] [sys] [pii] and the last name [pii] [usr] is [pii] [pii] [sys] ok thanks very much mrs [pii] all i need now is the best contact telephone number for you thank you [usr] when will it be done today [sys] i don't know it's probably today today or tomorrow should [usr] ok [sys] be ok [usr] ok all right if i give you [pii] [sys] yep [usr] [pii] [sys] ok i'll just repeat that number [pii] [usr] that's correct yes [sys] and whose number is that sorry [usr] that's my number [sys] ok ok [pii] no problem i've got that information just a couple more questions is anyone with any medical or vulnerability issues at the property [usr] no [sys] ok and is it possible we could take an email address it's not essential but [usr] yes of course it is it's [pii] [pii] [pii] that's [pii] [pii] [sys] sorry just one minute brilliant got all that hang on sorry it's not that's fine ok just to clarify [pii] it's a blockage is it inside or outside [usr] yes [sys] where the [usr] it's [sys] issue is [usr] it's inside it's from the toilet out obviously along the wall down and it's somewhere going from the house out to the drains [sys] right all i need to know then there's nothing overflowing from the drains outside is there [usr] no no it's not going to the drains we've had a look we've tried plunging it and it's not moving it's a blockage and nothing's going through the drains [sys] it's a block toilet yes [usr] yes [sys] is that what you think right [usr] yes [sys] ok [usr] it's a block [sys] do you have [usr] but it's obviously in the drain from the toilet [sys] ok that's all i need to know is the toilet usable or is it not usable [usr] no it's not usable [sys] all right do you have another toilet in the property [usr] yes [sys] that [usr] we [sys] is [usr] do [sys] usable right [usr] yes [sys] ok i'll put the information in and get a date for you one minute thank you [usr] two days [sys] ok we can i can't give an exact time [pii] but we can get somebody there sometime this afternoon is that convenience [usr] yes that's fine [sys] ok they will call when they're on the way any relevant information about how to get to the the cottage just to let [usr] lovely [sys] them know is that ok [usr] that's perfect [sys] you say i can't give a time they they have got a few jobs but they will definitely get there this afternoon ok [usr] ok lovely thank [sys] thank [usr] you very [sys] you [usr] much [sys] have [usr] thank [sys] a nice [usr] you [sys] day if [usr] thanks [sys] you come thank [usr] bye [sys] you bye now | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're through to at how can i help [usr] hello i i'm wondering if if you can i've got a blocked i think it's a blocked sewage pipe at at the moment when we flush the toilet or anything at home a drain outside our backdoor is overflowing with pretty unpleasant stuff i wondered if i might be able to find out if you've got anyone locally and what what the fall out cost might be that thing [sys] have you got a cover with british gas for plumbing and drains [usr] no i've not no [sys] that's fine and can i get your postcode [usr] it's [pii] [sys] how quickly i pull up yep we will be able to get someone out how it works is there's no call out fee the engineer will come take a look at the work and provide you with a quote if the work is too strictly unblock a drain then the quote should be 212 if there's any further work to be done he'll let yourself know and provide you with a quote you can say yes or no to that and it's payment upon completion by cash or card [usr] ok ok ok when can you normally get somebody out how long does it normally take [sys] cos it's all falling sewage you'll be able to get someone out tonight it'll be booked as an emergency it'll be any time from now until midnight obviously [usr] right [sys] midnight's the latest but they'll be they'll be trying to get out as soon as they can [usr] ok ok i just just one sec hi sorry about this can you just give me a sec [sys] no worries [usr] thank you hiya sorry i was just chatting to my wife we had a a similar problem a few months ago about a year ago and when when someone came out to have a look they they jetted the drain and it sorted the problem out but they couldn't get to the inspection hatch at the time cos someone was parked on it now i've got i've got the same issue at the moment someone's parked on their inspection hatch i'm just trying to think whether if they came out tonight they'd be able to fix it or whether should have a look at tomorrow but [sys] we can get it booked for tomorrow [usr] i don't and i'm just trying to think if it if it is tonight and it gets really really late it's quite a loud job isn't it and i'm not sure the neighbors would be very happy don't suppose there's any way of telling what the eta might be if we did get it booked in [sys] unfortunately no it's just a a time slot that we we work in [usr] ok and ok [sys] but i mean if you do get it done tomorrow the price would be different you'd be looking at instead of if you do get it done today cos it's after hours obviously 212 whereas tomorrow it would be around 100 and 70 if it's done between eight and 6 p.m. [usr] i think [sys] 8 a.m. to 6 p.m. [usr] it it might be better tomorrow because we might not be able to get them access to everything they need tonight if they did need to and to look in the in the the inspection patch thing if they needed to look in that to do the job think they'd need to come tomorrow do you think we could get it booked in tomorrow [sys] can do can i get the first line of address [usr] it's [pii] [pii] [pii] is spelled [pii] place [sys] perfect and is the property domestic or commercial [usr] domestic [sys] and can i get your first and last name [usr] it's [pii] my last name is [pii] spelled [pii] [sys] and would it be yourself who's on site [usr] then my wife [pii] [sys] and er can i get her best contact number [usr] it would be [pii] [pii] [pii] [sys] and have you got an email you could provide this is only if say the local office something happens and you change a job or something obviously they'll try ringing you [usr] yes [sys] but if they can't then obviously they can send an email [usr] it's [pii] [pii] [sys] at [pii] perfect i'm just gonna quickly just jot down the issue i blocked three and are there any vulnerabilities on site that engineers should be aware of [usr] ok can you say what what thing [sys] it's just anything we should be aware of just to make the process easy for yourself [usr] no no [sys] that's fine perfect also just to let it's a payment upon completion by cash or card is that ok with yourself [usr] that's fine [sys] perfect it'll be booked as an emergency for tomorrow the time slots er between 8 a.m. and six when they're on the way they should give your wife a ring just to let her know roughly how long they'll be [usr] ok [sys] and then in a few minutes she should get a text message just to confirm it's been booked in [usr] all right ok thank you [sys] no worries thanks for your time [usr] thanks a lot cheers bye [sys] bye bye | 0Appointment / Booking
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