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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 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 how can i help [usr] hi i think there's a slight i think we've got a slight blockage in our downstairs toilet it's taking up once it's flushed it takes a while for it to to fully drain out [sys] ok what's the postcode [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] [pii] [pii] [usr] that's it [sys] and the first line [usr] it is [pii] [sys] thank you [usr] bear with me bear with me baby i'm not [pii] i've got some work going up now [sys] no problem just confirm that's your residential property [usr] is our property [sys] and you don't have home care with the british gas for your plummet and drains [usr] no [sys] no problem just to make you aware pricing there's no call out fee on blockage charges 180 it's just payment with the engineer by cash or card is that ok [usr] 100 and £80 [sys] for an unblocked app [usr] ok bear what i'll do i'll just double check that that's ok and then i'll give you a call back [sys] huh [usr] ok [sys] that was fine no worries [usr] all right be ok bear with me [sys] all [usr] sorry [sys] right [usr] about that all right leave it with me [sys] no it's all right take [usr] cheers bye [sys] care bye [usr] 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 [usr] i need [sys] our plumbing [usr] to make the [sys] services [usr] time because [sys] press [usr] is money [sys] 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 cover service advisor we record calls for quality and training purposes afternoon fridge [pii] speaking to [pii] how can i help [usr] hi good afternoon i'm calling about a kitchen sink drain problem [sys] ok i did [usr] i've i've got a i'm on i'm on a ground floor flat the the kitchen sink's backing up i've taken out the u bend and tried a few things put an order down there just a normal sized one and i suspect it will be what's happened in the past which is the pipe runs across the kitchen and my side passage and i think there's a blockage down downstream [sys] further [usr] down there last [sys] down [usr] last time we had somebody cut cut the pipe and outside and then just unblock it from there and then replace the replace the [sys] ok [usr] pipe i think is what happened last time it was a bit of rodding outside [sys] we can have a look at it we can have a look at it it's a residential property and do you have a contract with british gas for plumbing and drains or paying as a one [usr] no [sys] off [usr] i i don't i just wanted to get a sense of the cost [sys] ok it depends really i mean what we do especially with all this if it does need cutting or not but what we do there's no call out charge the engineer would come out and have a look at it before they do any chargeable work they'll confirm the issue in a fixed price and you can go [usr] right [sys] yes or no from there if it's a yes they'll do it cash or card if it's a no there's no charge for a standard unblock is 180 including that but [usr] but [sys] as i say it depends once the engineer will have a look at it and confirm exactly what's what the issue what the solution is and then the figure as well and you can go yes or no there [usr] does the standard unblock include t and t [sys] no [usr] no [sys] no [usr] do how much [sys] no [usr] that is [sys] no it that's the we wouldn't price that without looking at it [usr] ok [sys] i mean if it does need access and that thing and then refitting etcetera that would be we wouldn't say we couldn't say over the phone or anything that's why we we have a look at it first anyway give you an actual fixed price you can take it from there [usr] ok and what when when do you think you could [sys] when [usr] get somebody [sys] can [usr] out [sys] can [usr] there for that [sys] i have [usr] quote [sys] a look what's the postcode [usr] it's [pii] [pii] [sys] [pii] and the first line of the address please [usr] [pii] [sys] [pii] any medical conditions or vulnerabilities on site anything relevant that we need to know about [usr] only that there's a newborn baby in the house [sys] ok and your first name please [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] and best contact number for you [usr] it's the one i'm calling from if you have that [sys] i got it [pii] alright give me just [usr] that's fine [sys] give me 60 seconds just gonna have a look at the diary then i see all right well what have we got between now and six engineer will ring you when he's about a half hour away [usr] ok cool [sys] right i'll get that booked you'll get a text confirming the appointment in a sec as well anyway but we'll see you later [usr] all [sys] take [usr] right thanks [sys] care no [usr] a lot [sys] worries bye bye bye bye [usr] but | 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 we record calls for quality and draining purposes the current wait time is approximately 10 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 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 not 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 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 consulate 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 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 [usr] hello [sys] or [usr] hello [sys] system filter when [usr] i [sys] they next [usr] just [sys] visit [usr] reporting that [sys] hi [usr] i'm [sys] good morning [usr] a i'm a home [sys] you're speaking to [usr] member [sys] the british gas how can i help [usr] my toilet keeps flushing secondary [sys] ok and is that your main toilet in your bathroom or secondary toilet ok [usr] because [sys] and when you say it keeps flashing is it the the system just keeps ref it sounds it's refilling constantly or it is fashion it's refilling i'm guessing it's probably leaking at the back in the into the actual bowl itself and it's just [usr] no [sys] it's constantly [usr] i can give you my [sys] in a state of refill [usr] details [sys] ok do you have your home care number to hand at all [usr] it's [pii] [sys] that [usr] and [sys] that's [usr] my [sys] fine if [usr] number [sys] i can take [usr] is [sys] your house [usr] [pii] [sys] number or name or post code please [usr] and it's [pii] i tried [sys] thank [usr] to use the [sys] you [usr] online [sys] for that i'm just trying [usr] thing [sys] to trace [usr] but it just [sys] on the address [usr] wasn't [sys] now [usr] going [sys] for [usr] through [sys] us there if you don't mind ohh [usr] we [sys] do [usr] were just [sys] you have [usr] going [sys] any [usr] round [sys] difficulty [usr] and round [sys] doing [usr] and round [sys] it did it just [usr] i don't [sys] tell [usr] know [sys] you [usr] if [sys] to call [usr] connection [sys] in and or [usr] or [sys] encounter [usr] what [sys] an error [usr] i was [sys] or anything [usr] there for [sys] that [usr] that [sys] no well i did good thing with these mr darling it's it's good to just report on them anyway because what we do is we would log an expression of dissatisfaction on the basis that you weren't able to complete the online journey part of it anyway thanks for bringing to our attention [usr] 0506 [sys] anyway and we'll get that logged [usr] 1965 [sys] right we got that there and can you confirm your date of birth for me as well then mr [pii] please that's great thanks a lot for that at the moment you just got the drains cover is [usr] no [sys] that because [usr] i haven't [sys] you've got [usr] got [sys] the [usr] how [sys] other [usr] much [sys] sort [usr] would [sys] of [usr] it be if i had central [sys] elements [usr] heating [sys] covered then the central heating and electrical cover [usr] i mean i got both the cupboard [sys] let's have a [usr] already [sys] little look did you get a boiler [usr] because [sys] put [usr] i [sys] in [usr] could [sys] by a third party [usr] fix it [sys] manufacturer [usr] by another company [sys] right ok with that one do they cover your central heating system as well because the only way we do ours is if the central heating cover is [usr] how [sys] also [usr] much is it if [sys] with [usr] if [sys] the boiler [usr] i did it [sys] cover [usr] with the the [sys] you'd effectively [usr] central [sys] be [usr] heating [sys] do double [usr] cover [sys] covered that's the only difference really [usr] that [sys] i have be sec and obviously we'll sort that toilet there i'll just load up both systems and give us [usr] have you got any dates available this week [sys] ok let's have a look for you i'll have a look for you now ok let's get you all booked first it'll say repairs plumbing and drains zero access we've got an issue with the toilet what's wrong with the toilet it's not flushing it's leaking from the system not working as expected that's probably the best description [usr] no we [sys] for [usr] give [sys] it [usr] you a parking [sys] and [usr] thing we [sys] any [usr] got a parking [sys] parking or access instructions [usr] parking car to give you when you get there [sys] and be given to engineer by [usr] no nothing that no no nothing [sys] access ok as well no no gates or intercom service or anything that all right ok second [usr] downstairs or downstairs [sys] toilet and where is it located is it downstairs mr [pii] or upstairs or right san toilet downstairs is in a constant cycle of refilling the system ok earliest [usr] what day [sys] and only [usr] is that [sys] actual [usr] thursday [sys] appointment we've got in fact for this week is thursday which is an old appointment [usr] that's fine [sys] eight [usr] watson [sys] till six the tw the 28th all [usr] my [sys] right let's get [usr] wife's [sys] that booked [usr] number [sys] in for you and [usr] [pii] [sys] what's the best number [usr] have [sys] to give [usr] you got [sys] the [usr] two [sys] the engineer [usr] i think it's let me just get it for you [sys] alright thank you [usr] it's [pii] [pii] [pii] [pii] if [sys] that's [usr] you and [sys] great thank [usr] if the [sys] you won't [usr] alternate [sys] be a moment [usr] number [sys] i'm just gonna pop that in now [usr] is my number which is [pii] that's [pii] [sys] that's great thank you right ok just looking at that now mr is not allowing me to quote on that one because the actual central heating cover element unfortunately is only with british gas boilers just give me a message to confirm [usr] right not [sys] it that affect [usr] a problem [sys] i unfortunately [usr] that's not a problem [sys] won't be able to give you a price and i do apologize but right well that's that's all been booked in for you anyway you can expect this on the 28th now between eight and six but we'll we'll send a follow up [usr] what [sys] text [usr] day are [sys] message [usr] they coming [sys] just [usr] on [sys] to [usr] on [sys] confirm [usr] the [sys] when we're on our way anyway just to give you an idea of an eta [usr] 28 no problem all right then [sys] thursday the 28th [usr] cheers thanks [sys] that's [usr] much [sys] right [usr] cheers take [sys] that's [usr] care [sys] it [usr] bye [sys] all right thank you mister [pii] no problem take care bye | 0Appointment / Booking
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[sys] thanks for calling dino plumbing please note all calls are recorded for training and monitoring purposes please hold while we connect you to a member of our team we'll be with you in just a moment thank you for calling your call dino plumbing [pii] speaking [usr] hello [sys] bye [usr] i'm just enquiring whether our we're on your system or not for a job what [sys] what's [usr] it is [sys] the postcode and [usr] it's [sys] i'll see [usr] [pii] [sys] if i can find out [usr] [pii] [sys] [pii] let's have a look and the first line of the address [usr] [pii] [sys] nothing on our end has been raised [usr] no [sys] is it for a leak or a blockage [usr] no it's a block toilet what it is we would have hard [sys] you've no sorry you've come through to dino plumbing we deal with leaks that's probably why we can't see dino rods [usr] we [sys] appointment bear with me [usr] i [sys] i'm gonna [usr] spoke [sys] find [usr] to [sys] their [usr] the other lady just now she said it's not us they're they don't deal with toilets she said [sys] what [usr] and [sys] dino [usr] she [sys] rods [usr] put me through to you [sys] dino rods they the the main thing they do is blockages in toilets [usr] but [sys] and sinks [usr] she said her department she said where's something else i'll put you through to dina plumbing i said ok [sys] let me find the direct number for the office in your area [usr] right [sys] for bear with me just for a moment ok you're just gonna be on [usr] lovely [sys] hold i'm just gonna look for the number [usr] ok [sys] thank [usr] thank [sys] you [usr] you [sys] meserve part of the dino franchise group is your local plumbing partner we've managed emergencies across [pii] [pii] and [pii] since 2005 offering 24 7 attention for everything from leaky taps to bathroom inflations need a helping hand we'll be with you shortly facing an unexpected emergency burst pipe in need of an urgent repair leave it to us trained to all the relevant standards our engineers have the experience needed to sort your problem quickly and efficiently and when we're not fixing leaks we're delivering a range of other services such as bathroom refurbishments and hot water cylinder and tank installation tell us how we can help when you're connected don't let a broken boiler turn your life upside down turn to dino whether you're facing a cold shower or sleeping in a wooly hat we give you the convenience of skilled engineers with the reassurance of a trusted nationwide brand thanks for holding here at dino we never compromise on training health and safety and qualifications these are the very foundations needed for us to carry out our work professionally and safely your assurance of superior quality workmanship and outstanding customer service and if we're ever at fault we won't hide please hold to hear more hello [usr] hello [sys] hello thanks for holding did you call a [pii] number cos [usr] no [sys] i've no i've [usr] it [sys] got [usr] was [sys] a number [usr] [pii] [sys] here do you wanna [usr] on the end [sys] we've got a number that ends in [pii] [usr] i think that's what it was [pii] [sys] [pii] [pii] that's the number they they do i'm i'm quite shocked they turned around and said that because they do blockages in toilets because sometimes we have to remove a toilet for them they can clear a blockage i'm not quite [usr] that's [sys] sure [usr] the number i'm sure it was [pii] hang on a minute let [sys] no [usr] me [sys] problem [usr] see [sys] take [usr] i've [sys] your time [usr] just i've jotted it down somewhere my [pii] no no i found it on the screen and i just knocked in the number that was it i didn't i didn't write it down but it was [pii] on the end i clearly remember that [sys] right i'm gonna transfer you myself do you wanna take this number just in case it's slightly different because this is their [usr] ok [sys] actual local office who deal with blockages in that area i've got 0238 0980 [usr] i [sys] [pii] that's 02 [usr] [pii] [sys] do you wanna read that back [usr] [pii] [sys] perfect and i'm gonna transfer you from our local office ok they'll be able [usr] not [sys] to see [usr] blue [sys] that it's come from us all right [usr] thank [sys] no [usr] you [sys] worries bear with me thank [usr] thanks [sys] you [usr] very much [sys] meserve part of the dino franchise group is your local plumbing partner we've managed emergencies across [pii] [pii] [pii] and [pii] since 2000 dino rod please press one for a new job or two for an existing job or inquiry hello you've reached [pii] how can i help [usr] hello did i speak to you earlier about my toilet [sys] one [usr] being blocked and you passed me through to the plumbing section was it you [sys] i'm not too sure what was your postcode [usr] [pii] [pii] [sys] got nothing coming up with that [usr] sorry [sys] have you booked in already [usr] no no i'm enquiring somebody should have booked me in from the housing association yesterday [sys] ok i haven't had a call we haven't had a call from anyone and nothing's been booked in [usr] no they're useless [sys] there's nothing on [usr] honest [sys] our system [usr] to god they he did say [pii] definitely cos he came out the work when he couldn't do it [sys] hm [usr] and then he said well i'll put you through to well we'll have to get out [pii] cos he said it might need a camera even a camera what a survey or whatever it is but no he hasn't done it has he [sys] no we haven't had any emails either [usr] no [sys] no i do apologize [usr] dear [sys] if you just get [usr] that's [sys] them to [usr] all [sys] email [usr] right [sys] us we can get it booked on for you or get them to give us a call and we can get it booked in for you [usr] i well i'll i'll get them you want them to email you [sys] they can email us or they can call us as long as we've got all the information we can book you on [usr] right ok i'll get that to them then [sys] perfect [usr] thank [sys] sorry [usr] you very [sys] about [usr] much [sys] that no [usr] thank [sys] worries take [usr] you [sys] care bye [usr] bye bye bye | 0Appointment / Booking
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[sys] hello you [pii] how can i help [usr] hello is that [pii] [sys] it's not she's not in today [usr] ok got a little bit of a a problem in as much as i spoke to her yesterday and we more or less arranged that your guys would be turned hopefully turning up this morning some [sys] let's [usr] time [sys] have a look what's your post code [usr] [pii] [sys] holy is that all the lodge [usr] that is older lodge indeed [sys] 32 i can [usr] and the [sys] see [usr] only only thing i meant to say was the reason i'm phoning is because i've picked up a message a recorded message on my answer phone saying that they'll be here any time between eight and six well i [sys] ohh no ohh bless you bear with me and i will speak to [pii] and see what time they're roughly gonna be with you [usr] that'd be fantastic [sys] bless you [usr] thank [sys] thank [usr] you [sys] you hello hi [usr] yep [sys] she's gonna get the well [pii] the chap who is coming over to give you a call we can give you a rough eta [usr] sorry that is that this morning or this afternoon [sys] this [usr] that's the bit i was getting at cause i've got a late appointment [sys] bless [usr] at [sys] you [usr] hospital [sys] no he's gonna get she's gonna get him to give you a call shortly now just to give you an eta for when [usr] hey [sys] he'll get to you that's [usr] thanks [sys] fine thank [usr] ever [sys] you [usr] much [sys] thank you 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 we record calls for quality and training purposes good morning you're through to [pii] in the home care team how may i help you [usr] yes good morning [pii] this is [pii] i phoned the british gas earlier today about a a leak problem at [pii] am i speaking now to the diner road team or to british gas [sys] well you're through to british gas how [usr] yes [sys] how can we help you obviously if [usr] yes [sys] we need to direct you i can [usr] yes [sys] what's the issue [usr] yes [sys] you have [usr] i i want to add a note for the plumber please who is going out today and i understand it will be after 1 30 because no one is at the house until 1 30 i want [sys] right [usr] to add [sys] ok [usr] a note please for a special note for the plumber for [sys] ok [usr] him please please to remove the bath panel that he can investigate properly where the water may be coming from [sys] right [usr] is that possible for him i know it has been the reason why i add that note is because many years ago 20 years well 20 years ago the the the the leakage was coming through the tiles not the grouting and when i had the the house remodeled maybe 7 10 years ago i specifically asked for a special ceiling we'll call it go on behind the tiles first that water could not leak through the tiles [sys] right [usr] i think maybe the maybe that has become i don't know in some way but it is important that that the bath panel is that the plumber from can investigate exactly where i don't want to put band aids on a problem do routing and stuff that i [sys] ok [usr] i feel the [sys] ok what's your name please just i can find the right account for you [usr] yes [pii] i'm the landlord [sys] thank you let me just find the account a second and i'll have some notes [usr] thank [sys] there [usr] you [sys] for you [usr] thank you [sys] there we go i think i've got the details coming up and it won't be a second right ok they are just coming up albeit they just a little slow there as soon as i've [usr] yes [sys] got them i can pop the note on [pii] in [usr] yes thank [sys] ok [usr] you [sys] right let me pop onto the dino rod job a second and i should be able to update some notes for you from this what they will normally do i appreciate if it's difficult for you if you're not at the property but the engineer will normally if there's any danger of the bath panel breaking if he's going to remove it he would make you aware of that before because obviously if it was to break with him trying to remove it then they wouldn't take any responsibility for that it's likely they may [usr] no [sys] need to perhaps give you a call around that before [usr] i [sys] they [usr] didn't [sys] do remove [usr] hear [sys] it alright [usr] i am in the [pii] [sys] yes i appreciate that [usr] yes the panel yes the panel is easily removed easily removed i've done it myself [sys] is [usr] when i've [sys] it that's [usr] been there [sys] ok [usr] when i've yes easily removed and it's important that it is removed [sys] ok [usr] and and that's the the only way to have a foolproof investigation and this could be going on for a long time un unless the bath panel is removed and then i can begin to tell you many years ago it went on for several years with adding whatever what is it called around the bath seal [sys] the ceiling [usr] but it wasn't the it was people don't realize that water can come through the tiles and the [sys] absolutely [usr] grouting [sys] what i'll do then ok is i'm just gonna ring through to the local office i can get them to update these these books for me ok [usr] yes [sys] if you [usr] and [sys] can just [usr] and if if they if if i could ask you a question i they gave me their direct number but i didn't make a note of it i didn't think i was going to need it again [sys] you want me to give [usr] would [sys] it to you [usr] you mind or pardon [sys] do you want me to give you that number as well i'll still call [usr] yes [sys] through to them [usr] ii i will -huh yes [sys] ok she's [usr] i'm [sys] got [usr] ready [sys] a [usr] to write it down [sys] ok it's [pii] [usr] yes [sys] [pii] [usr] yes [sys] [pii] [pii] [usr] -huh [sys] that's the number for the [usr] but [sys] local [usr] but [sys] office [usr] you will [sys] for but i'm gonna give them [usr] local [sys] a call now and i'll ask them to update these notes if you just give me a moment and hold the line i can confirm that's been done then for you [usr] thank you very [sys] i won't [usr] much [sys] be [usr] thank [sys] too long [usr] you [sys] thank [usr] bye [sys] you [usr] thank you [sys] british gas is an inclusive company for all we're proud that our workforce reflects the diversity of the customers that we serve we operate a zero tolerance policy towards abuse of our employees who have the right to terminate any customer call if they receive abuse of any nature please offer our employees the same respect they offer you you can book your annual service appointment in our new app in just four taps wherever you are whenever you search for the british gas app on apple store or google play we know how important your home is if your boiler breaks you can book a repair on our website in under a minute visit british gas dot co dot uk or search british gas being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back hello there thank you for waiting for me just trying to get back through to them again now ok [usr] yes [sys] it won't be long thank you [usr] thank thank you -huh sorry [sys] british gas is an inclusive company for all we're proud that the 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 ga 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 hello thank you for waiting hi there [usr] yes [sys] i managed [usr] yes hello [sys] thank [usr] thank [sys] you i managed [usr] you [sys] to get through to the local office they said it's absolutely fine they can see the notes that i've updated on the job i think from what they said as well the engineer is on his way there it's going to be arriving at some point anyway ok [usr] ok [sys] he shouldn't be too long [usr] yes [sys] but i have updated with the notes you [usr] yes [sys] asked me [usr] what time what time is it now in what time is it now in [sys] it's [usr] the [pii] [sys] 12 05 in the afternoon [usr] yes no one i'm in the [pii] no one will be at the property i think unless the family have changed plans this morning don't let me interfere but my my notes states that no one will be at the property until [sys] right [usr] 1 [sys] ok [usr] 30 [sys] that's absolutely fine [usr] but that that they might the family might have changed this this morning because i did ask them i sent them an email this morning asking how the what was the result of the visit it was to be yesterday they replied [sys] that's [usr] no one [sys] right [usr] was at [sys] yes [usr] home but [sys] they [usr] my instructions [sys] they must have rebooked it though you see [usr] instructions [sys] because from what i can see on here the engineer [usr] yes [sys] put customer not present booked in for the afternoon of the ninth he must have agreed that with with the [usr] yes and i booked it also this morning yes ii i this morning at nine o'clock and they [sys] right [usr] they booked it it [sys] well [usr] i [sys] it [usr] i hope [sys] it it [usr] that's [sys] it [usr] that's [sys] looks as though [usr] very [sys] we've got a mobile [usr] good [sys] number anyway whenever the engineer is due to arrive he will contact that number anyway to let them know i mean the lady did say something about he's on his way but i don't see that at present ok it doesn't say he's [usr] ok [sys] traveling or anything a sec i think it's just been dispatched to somebody if the appointment was supposed to be one until six [usr] yes [sys] then [usr] i do [sys] obviously they're going to arrive and if you've left instructions for it to be after half past one and he's aware of that then it should all [usr] yes [sys] be fine i've updated [usr] yes [sys] the notes as you've asked me to [usr] i do good thank you do i have to phone di and rod and give them the permission to remove [sys] i've just updated [usr] the bath panels because [sys] i've [usr] i'm in [sys] i've [usr] the [sys] just updated that note ok what you could do [usr] that you they [sys] i've [usr] have my [sys] said [usr] permission [sys] that the landlord is asking [usr] yes [sys] to remove the bath panel but what you could also do as well is if you can send maybe if you want to send a text or an email whichever way or call the tenant to let them know that if there's any issues with removing the bath panel they could always give you a call while the engineer is there and obviously he could then maybe speak to you himself ok [usr] i don't think that will be possible because both gentlemen and wife are at work i think there is either a nanny or a housekeeper there from 1 30 [sys] well all [usr] it [sys] i can [usr] will [sys] do i've [usr] not be [sys] i've [usr] possible [sys] left the note [usr] to [sys] to [usr] speak [sys] say the [usr] with [sys] landlord [usr] the tenants [sys] is advised to remove the bath panel [usr] the note [sys] that's all [usr] on [sys] i can [usr] there [sys] really do there alright i have left that note on there [usr] yes yes yes all right would it be possible to add the note saying because to contact me by email or because [sys] i don't [usr] i [sys] know if [usr] i will [sys] the engineer [usr] be checking [sys] can [usr] my [sys] contact [usr] emails [sys] you by [usr] regularly [sys] email [usr] but no [sys] no [usr] that by [sys] right [usr] email i understand [sys] that's [usr] thank [sys] ok [usr] you thank you very much indeed [sys] you're [usr] thank [sys] most welcome [usr] you thank you for [sys] that's [usr] your help [sys] ok [usr] this morning you've been most [sys] you [usr] kind [sys] take [usr] thank [sys] care now [usr] you [sys] have a good day [usr] bye bye [sys] thank you bye [usr] bye [sys] bye now [usr] will do bye bye | 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 an existing home cap did that you can now book drainage services online or chat to our advisors online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold good morning you're through to dino my name is [pii] how can i help [usr] you're asking when i've got to go to toilet [sys] no problem after a job booking in [usr] pardon [sys] are you after getting a job booked in [usr] yes please can it be done today at all [sys] er i'd have to have a look i'm afraid i'm not [usr] ok [sys] too sure off the top of my head what's the postcode [pii] [usr] k a 11 4 [sys] [pii] [usr] b sorry [sys] i can't i can't hear you sorry i can't hear you very well [usr] k a 11 [sys] is that [pii] [usr] yes a four four b z [sys] thank you and have you got a home care policy with british gas or is it a one off is it you [usr] it's [sys] have [usr] just off i'll be paying it myself [sys] ok won't be a moment ok it's yourself making payment you said the billing address is the same as the site address [usr] yes [sys] what's the address please [usr] [pii] [pii] yes i am [sys] thank you and what's your name sorry [usr] [pii] [sys] thank you and what would be the best contact number for us to take please [usr] is my mobile showing up on your [sys] we have to get you to confirm that i'm [usr] all [sys] afraid [usr] right that's i think i don't phone myself [pii] [sys] ok [usr] [pii] [pii] [sys] perfect thank you and what was the issue did you say sorry [usr] just the the the the the toilet tray is backing up and it shows a blockage as the drain enters the outside shower [sys] right ok is that the only toilet in the property [usr] no i've got two upstairs downstairs [sys] ok and is anyone vulnerable at the property at all any medical issues [usr] no [sys] no ok see what we've got available for you [usr] ok [sys] we could get somebody out to you today still would that be suitable for yourself [usr] yes i do yes [sys] no problem just to let then it's a free call out with [pii] and then for today for a standard unblocking you'd be looking at £224 including va t [usr] ok fair enough [sys] that's all booked in for you then you can expect an engineer any time from now up until six but they will ring 30 minutes prior to arriving [usr] that's great thank you very much for that [sys] not a problem payment's just taken upon completion of the work as well just you're aware with the engineer [usr] ok thank you very much [sys] okey doke thank you take care [usr] bye bye [sys] 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 afternoon you're through to dino talk to [pii] how can i help you [usr] hiya i'm just trying to find out if you have a fixed fee for unblocking a toilet in a commercial office [sys] sorry say that again [usr] do you have a fixed fee rate for someone coming out and unblocking a blocked toilet [sys] ok well i it depends where you are what's the postcode where the problem is [usr] it's [pii] [sys] [pii] [usr] [pii] [sys] right it's commercial building ok right i'll have you used [pii] up before [usr] yes you did drain mapping for us a couple of weeks ago [sys] ok what's the address thank you [usr] it's [pii] close a oc [sys] ok [usr] archaeology [sys] a oc archaeology [usr] that's the [sys] right ok i'll put what you need you need a price for a fixed what was it sorry [usr] a fixed if you have a fixed rate just for unblocking [sys] all [usr] a toilet [sys] right i'm with you right ok just one second i'll put you through to the [pii] office i we we have different [usr] ok [sys] prices won't be a minute ok [usr] thank [sys] thank [usr] you [sys] you hello [usr] hi [sys] are you line [usr] yes [sys] right right ok i've just spoke to the lady in the local office she said she's she's gonna check on what you've told she's gonna call you before back before five o'clock but the number i've well the number on the job is o the the mobile number is that the best number to contact [usr] ending [sys] you on caroline [usr] [pii] yes that's perfect [sys] ok right the lady she said she would definitely call you back before five o'clock ok [usr] that's perfect thank you very much [sys] no problem [usr] cheers [sys] thanks have a good [usr] you [sys] day [usr] and [sys] thank [usr] you [sys] you [usr] bye [sys] cheers thank you bye | 0Appointment / Booking
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[sys] good morning [pii] speaking [usr] hello good morning my name is [pii] i'm calling from x vets we had you out on friday to look at a blocked drain and the diagnosis at the time was that the drain had collapsed [sys] ok [usr] we've now realized that the drain that we'd asked you to look at was a redundant drain and wasn't connected to the main system the wrong drain was investigated [sys] right [usr] ok [sys] ok can i just take a postcode i need to get you through to the right person please [usr] it's [pii] i've got a job number here if that helps [sys] no it should be ok ok you said look vet didn't you [usr] i did [sys] ok i'll just pop you through to [pii] just bear with me [usr] thank you [sys] hello [usr] hello good [sys] it [usr] morning [sys] is [usr] is [sys] yes [usr] that [sys] hello [usr] [pii] hi it's good morning it's [pii] [sys] hi [usr] calling [sys] good [usr] from [sys] morning [usr] x vets i've just been put through to you we had one of your guys come out on friday to [sys] ok [usr] look at a blocked drain and the diagnosis at the time the drain had collapsed we've now realized that the drain that was looked at was the wrong drain that drain was put in place for an extension and [sys] right [usr] it wasn't ever connected on sunday we had a look at what we thought was the right place and we have cleared the blockage but we still have a blockage in place but about [sys] right [usr] 12 m along if possible we'd you to come back out as soon as [sys] ok [usr] as soon as possible and investigate the [sys] yes [usr] actual [sys] it'll [usr] correct [sys] be tomorrow [usr] problem [sys] is the earliest i've got [usr] is [sys] it [usr] that [sys] is [usr] the earliest you can do well can we book you [sys] that's [usr] in for [sys] not [usr] tomorrow [sys] a problem [usr] please [sys] i'll get it booked in now and someone will be on site tomorrow [usr] ok [sys] any time between half eight and six it's an all day appointment [usr] it's an all day appointment between 8:30 a.m. and 6 p.m. is there any way you can give us a time i said we just to clarify we're a veterinary practice and we have clients coming all day and i've got 35 [sys] i [usr] staff [sys] i [usr] here using a temporary toilet i know you probably [sys] i can't [usr] get this from everyone [sys] give you a more [usr] but [sys] thingy time obviously if you give us a call tomorrow i'll be able to know the full schedule of the technician [usr] ok [sys] all right i'll [usr] ok [sys] get this booked in then and we'll see you tomorrow [usr] ok then [sys] all right thank you [usr] ok [sys] bye bye [usr] thank [sys] bye [usr] you cheers bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require a did that you can now book drainage services online in a few [usr] what [sys] easy clicks visit dino dot com for details alternatively please hold and your call will be transferred [usr] pit [sys] to [usr] and [sys] a customer [usr] everything that [sys] service [usr] way [sys] advisor we record calls for quality and training purposes [usr] you're not [sys] i [usr] a local company hello [sys] are you ok [usr] hi i'm calling from [pii] we are having a drainage problem i think it's leaking out onto the neighboring property and i was wondering if you can if your engineers can come out sort it out for us [sys] just fine can i take your postcode [usr] s [pii] [pii] [sys] i can only [usr] [pii] again [sys] right ok i'm from that i got [pii] way [usr] that was two wns again cr again [sys] and the first line of the address [usr] [pii] [sys] well if you can get in the store 173 [usr] [pii] [sys] and is that a domestic property [usr] it is [sys] do you have a british gas policy cover implementing drains [usr] we don't we have [sys] can i tell you [usr] we have the the central heating gas that's about [sys] no [usr] it [sys] worries can i take your first and last name please [usr] [pii] that's the first name surname is [pii] [sys] and will you be on the site when the engineer arrives [usr] will it be coming in today [sys] i'm not too sure at the moment i need some more details to put it through the system first before and all that [usr] ok i would be i would be a little [sys] can i take your best suitable contact number please [usr] [pii] [pii] [pii] [pii] [sys] thank you [usr] thanks [sys] and then can i have a brief description of the issue please [usr] it's the main drain er in the garden the main outside drain is leaking on [sys] ok [usr] to the neighboring property [sys] ok and is there any vulnerabilities with anybody at the property [usr] what what do you mean one about this [sys] is anyone over the age of 75 and got [usr] no [sys] covid [usr] no [sys] heart problems [usr] no no no no [sys] ok right ok i'll just find out that spare details now won't be a moment [usr] true [sys] right ok the earliest we can get you booked in for is tomorrow anywhere from eight till six [usr] eight till six that's fine one second sorry ok you said mentioned that you're going to give us a quote how much is it can you tell [sys] the call out fee is free you come around and give you a free assessment and a free no obligation quote all that means is you could decline it whenever you [usr] right [sys] the price starts at 100 and £70 already including va t and we take payment once the work has been completed via cash or card [usr] right it's 100 and 70 is is what it is or he's going to give a different code [sys] he'll give the actual quote when you can see it first hand and see what the actual issue is and once we give you the quote it's up to yourself if you want to accept or decline it [usr] ok but what's this 1 70 you mentioned [sys] that's just a fixed starting price [usr] starting price ok that's the bare minimum ok ok what do you mean please that'll be fine [sys] ok [usr] will will he come [sys] and [usr] will [sys] that's why [usr] he [sys] i booked [usr] give us a ring [sys] him [usr] or [sys] yes the engineer will call when he's on the way just to discuss sorry he'll call when he's on the way to see if you're available [usr] ok lovely all right it's [pii] [sys] no worries that's right [usr] thank you [sys] no worries have a nice day [usr] thanks bye [sys] 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 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 hello you're through to [pii] how can i help [usr] hiya i've had a bit of an ongoing issue with a a smell coming up through the shower i've had my local plumber come this morning he can't find anything wrong and he he suggested we might have an issue with with our drain instead [sys] okey doke i see just gonna write this all in bear with me [usr] no worries [sys] trauma was attended is there any other noticeable signs anything water coming back up anywhere [usr] no [sys] or [usr] no [sys] any [usr] there's none [sys] bubbling or anything that [usr] no there's none of that at all i've even gone out into my garden and checked the the what do you call it i've i've lifted the lid off everything [sys] the manhole [usr] that's it sorry looking for that word everything's running clean there's nothing obvious we've had this problem probably a good 3 to 4 months [sys] ok [usr] i guess naively we i just thought it would go but it's not if anything it's [sys] right [usr] it's getting it's getting worse especially in the morning i don't know if if there's something in there maybe that is just going dry and i don't know i don't know what the problem is to be honest it's it's a bit weird i thought [sys] okey [usr] i thought [sys] dokey [usr] it might i thought it might have been an issue with the p trap and the and the plumber would just come and change it or whatever and and he said it's absolutely fine in there [sys] i mean this ww what we could do is we could get a a guy down the drainage engineer guy down to to have a look and see if he can flush everything or what we could do is potentially get ac ctu booked in of the the drains and the pipes and just see where the actual issue is coming from it if there is an issue but i just don't know if if obviously if we don't know where the issue is if a change engineer comes and just blast through the pipes i don't know if that's going to solve it it could do [usr] what's the difference in price because obviously i i can imagine the cctv one is gonna be more expensive [sys] i mean for for for the just the standard price of an unblocked as long as it's not within any weekends or bank holidays and things that it's 100 and £80 and that's including va t i'm not too sure about cctv that has to go through the local office you have to talk to them i can try and book it in it it it would just be a standard job it's it's if there's availability either today or tomorrow friday [usr] what's [sys] because [usr] this [sys] then [usr] for [sys] you're [usr] the [sys] looking [usr] standard for the standard [sys] just for [usr] are we [sys] a because it's it's probably gonna be a standard the the local people won't see this as any emergency or anything that i can try to see what the avail availability is for it if you want me just to book a standard one in for you [usr] my [sys] it's [usr] my [sys] up [usr] my [sys] to [usr] my [sys] you really [usr] slight my slight concern is that i i don't i don't know if it is a blockage because ev everything's [sys] that's [usr] running do what i mean it's it's it's a bit of an unusual one it i mean [sys] it [usr] did you think [sys] all it all it all the seal nice and tight on the shower thing that [usr] well i think i mean there's nothing obvious there for me and obviously plumbers come this morning and had a good look and he he obviously didn't i mean i suppose the other the only other thing is to book one of your plumbers in but i i just don't think he's gonna again i i i'd be surprised if he finds something that the guy didn't find this morning but [sys] i mean [usr] mean [sys] it's it's [usr] what do what do you recommend [sys] it's [usr] i mean it's it i i'm in a bit of an awkward position i don't really know what to do [sys] well well that's that's it that's the is is even gonna pay at at our drain engineer comes and i said blast through the pipes with obviously the the the powerful thing that he's got we can do that that might potentially work and then it's i said he's he's probably gonna if if he keeps coming back and no one knows what the issue is it probably will be i i would recommend to book a cctv in ii i wouldn't say it would be that much more expensive but i i do iiii [usr] it's [sys] i wouldn't [usr] what and [sys] know [usr] and you don't and you don't know and you don't know the price [sys] i don't [usr] of that [sys] know the price now that they book it themselves because it wouldn't be [usr] right [sys] anything near what they would do for the commercial commercial property and i can't see that being over 300 quid for a commercial but i i honestly i'm not too sure i can i can give you the number for the local office and you can have a chat with them about it [usr] when you say the local office what local to me is what you're saying or [sys] you you ring up post which is the head office where the [pii] branch and then [usr] right ok [sys] and then we we we wherever your postcode is you have your own [pii] local office there [usr] right ok go on then [sys] i could [usr] let's [sys] i grab [usr] do that [sys] your postcode and i'll find out who who it is [usr] it's [pii] [pii] [sys] [pii] [pii] right it's [pii] their number is [pii] [pii] sorry [usr] [pii] [sys] [pii] [usr] [pii] ok that's fine [sys] and and they can [usr] all [sys] also [usr] right [sys] they can also book these jobs didn't me well if you have a chat [usr] ok [sys] with them and the cctv is not what you're looking for if you just see if they can just book in a just a standard engineer to come and have a look then they can do that for you as well [usr] ok all right that's great thanks very much [sys] no [usr] for your help [sys] problem at all pal [usr] cheers [sys] all right [usr] thank [sys] take care mate bye [usr] cheers [sys] bye bye bye [usr] cheers bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing 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 through to [pii] and [usr] no is that a rod [sys] it is [usr] could i er we've used in the past and you've been very good but er er i'd [pii] to come to our house on friday this week if if i can book you in [sys] er absolutely have you ever had [pii] there before [usr] we we have we we're going back well but with unusual one but [sys] few [usr] you you [sys] years [usr] came you came on time and you were very good er er we we we need to come [sys] there [usr] have [sys] what [usr] a [sys] is again [usr] at our look have a look at our drains block drain and whatever [sys] sure sure what's your post code sir [usr] it's [pii] nine lz [sys] what's the first line of your address [usr] number [pii] [pii] [pii] [sys] and can i take your surname [usr] [pii] that's [pii] [pii] a double rand is it coming up on your screen [sys] it is have you got british gas home care cover sir for plumbing and drains [usr] 00 i i could have a do you think do they do trains [sys] i [usr] as well is [sys] i i [usr] it [sys] believe [usr] a [sys] you they do if you've got the cover for it i believe that you have got the cover [usr] i have i have [sys] right [usr] you're right i didn't know they did things [sys] well it's working in our favor this time around can i just pop you on a quick hold i'm gonna get you through to the home care team [usr] right very [sys] cos they'll [usr] good [sys] be able to raise it for you under your policy [usr] and then er who who would come would you come round [sys] it would be [pii] that come round it just means that our engineer won't want pay at the end [usr] we have you're right i'm just i'm just er yes we have got british one care cover you're right aren't you good but i'll tell you what but we're [sys] good [usr] we're very [sys] that's [usr] we're [sys] why [usr] very [sys] we ask [usr] much we're very much [pii] to come round because before we took out british one care cover we're going back now er well 20 years ago er you were absolutely you you were absolutely brilliant your firm [sys] right well one of our guys will come round he'll be in a dino uniform and everything i can't guarantee it'll be the same engineer you had 20 years ago [usr] that well we haven't got the cover i've got it er i've got it in er in front of me now [sys] got it in front [usr] british [sys] of you good stuff [usr] car [sys] good stuff [usr] four star cover [sys] sure thing ok two seconds now i will get you through and we'll get you set up [usr] lovely thank you very much [sys] there we go [usr] thank you [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems just having a bit of a tricky one getting you through one second [usr] alright when i get through what do i say just give me name and address and everything [sys] just what you said to me you've got a blockage your post code first line of address they'll take your name they might ask your phone number and then they'll take the details of the job and they'll get you sorted out [usr] and and then we we we the time when when when when when i how [sys] they'll [usr] how how [sys] tell [usr] how [sys] you when [usr] how [sys] we can [usr] how [sys] get there [usr] how quickly can they come the thing is you see i've [sys] er [usr] got my when i've got some hospital visits i've got hospital visit er but but we've got we could [sys] well you guys [usr] but well [sys] having [usr] i [sys] the agreement makes you guys have priority over just regular dino customers [usr] alright [sys] whatever they offer you it'll be the slightly faster version of what i would have offered you [usr] right because the thing you see i want to be here when they come you see [sys] absolutely well we need an en we need the customer to be there when we attend [usr] definitely [sys] but it'll give you a call prior to arrival anyway [usr] right who are you putting me [sys] right [usr] through to now [sys] two seconds [usr] my friend [sys] i'm just gonna well i'm gonna get you through to the home care team i'm just having a hard time getting the transfer to complete but i'm gonna do it the old fashioned way cos [usr] are [sys] it's [usr] you good [sys] been ingrained in me the number for british gas [usr] very [sys] ok [usr] good you're very er may i say your er what sorry what's your name because i always do feedback [sys] [pii] [usr] when the other the other sorry what's your name [sys] please do my name is [pii] [usr] [pii] [sys] hey [usr] right ok [pii] i'll er i always i always er good feedback and er [sys] yes please thank you [usr] [pii] at dan or [pii] [sys] [pii] at dina rod that's it [usr] ok mate [sys] right two seconds i think i've got it now i'll get you through as quick as i can [usr] right you're good 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 [usr] hello [sys] the current wait time is approximately nine 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 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 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 hello you're through to [pii] how can i help you [usr] hello [pii] [pii] i've got er the four star er british own care cover and er i've been in touch with [pii] or [pii] we've got er a block block train and the er the er executive at dan said you've got four star cover he said it's with british gas he said give them a he said we'll do it for er it's part of your er agreement [sys] absolutely right ok [usr] the thing is [sys] can [usr] that [sys] i take your [usr] you [sys] post code [usr] you sound you sound may i say not patronizing you at all you sound extremely extremely professional it's the first time i've i've spoken to someone and i can hear the voice nice and loud and clear [sys] well thank you very much [usr] all right [sys] i appreciate [usr] well and we're we're [sys] that [usr] both pensioners i'm afraid and we're both quite we've got one or two medical problems i don't know if you're if we're on your vulnerable list there that er we might be i don't know we've had one or two even er a lot of hospital visits and good things going on right [pii] what can i do [sys] i'm [usr] to what can [sys] not [usr] i do to [sys] right [usr] help you we need these grains unblocking [sys] right will do can i take your post code [usr] [pii] [pii] [sys] lovely and the house number [usr] number [pii] [sys] [pii] right let's have a look [pii] and [usr] close [sys] what i can see there we go close i thought it's gotta either be a close or a road or an [usr] the [sys] avenue [usr] thing is to the thing is we don't wanna get [sys] yep [usr] with at at [pii] house which is an old function and in the past some of our mail has been inadvertently and they only were delivered there and either one or two really [sys] hm [usr] important bits of mail been delivered to an old folk's home through the letter box of [pii] and of course this poor old lady who was living there she was in hospital for three months and my mail god bless was stuck in her flat [sys] isn't it ridiculous ohh [usr] er and ii [sys] do [usr] i was [sys] you [usr] i [sys] know [usr] i [sys] what [usr] complained to [pii] to a british mail and we got er big apologies but i'm afraid er my hospital appointments and all that were er we've missed them because er we haven't replied to them i was up for a story song have you come across anything that [sys] i'm afraid i'm afraid [usr] no not good [sys] it's [usr] is it as long as you've got the [sys] do [usr] right [sys] you [usr] address [sys] know what it's [usr] there [sys] just [usr] on you [pii] [sys] hm absolutely i have indeed do what i mean it it's your name would have been on that letter and the people in the the home why didn't they notice [usr] brilliant i sell exactly that to british mail and er disgraceful [sys] it's [usr] one kox [sys] it's [usr] 32 [sys] no they don't they don't unfortunately this is the way the world is at the moment and it drives me mad [usr] you sound with respect [sys] right [usr] to me you sound [sys] ok [usr] you you sound me where where where are you from by the way you [sys] me i i was brought up would you believe it down in [pii] near [pii] [usr] because my wife [sys] but [usr] from [sys] i [usr] she's from [pii] and sonny [sys] yes [usr] my wife and i thought i recognized [sys] yes [usr] a bit [sys] similar [usr] of a southern [sys] accent [usr] accent there [sys] absolutely luckily i have not picked up the [pii] accent i know my my sons have but i haven't [usr] and my my my my [sys] if [usr] my [sys] i say [usr] wife came up to [pii] years and years ago teaching and she's never she's never gone back apart from a visit to one of her one of one of her brothers brothers in [pii] and the other brother still lives in [pii] [sys] well [usr] er there [sys] this [usr] you go [sys] is it [usr] right come on for you let's go and get something [sys] right [usr] planned [sys] okie [usr] there [sys] dokes that's it now is it inside or outside the drains [usr] outside well well that's a good quote it looks outside [sys] right ok are they are the drains overflowing outside ok and what goes down that that drain is it toilet waste kitchen waste bathroom [usr] that's a very very great question that er [sys] right [usr] and [sys] what's [usr] if they don't [sys] coming [usr] love [sys] out [usr] today [sys] should we say [usr] what's coming out [sys] ok [usr] is a load load of water really [sys] that's [usr] at the moment [sys] the one [usr] it could be [sys] don't [usr] a you [sys] worry [usr] know it could be toilet it could be toilet to be honest it could be it's a great question that's [sys] a look [usr] on you i'm sorry love i can't answer [sys] right [usr] it [sys] that's that's all right don't worry he will find out when he comes if i put toilet waste if it's not then he'll be pleasantly surprised right ok we can get out to you today is that ok [usr] well the only thing is [pii] i've got a hospital appointment at er at three o'clock now i want i need to be here don't i really er the thing that's the thing he's got i need to be here to do that to show him what what because my wife has my wife had a new hip a brand new hip operating [sys] right [usr] six weeks ago and [sys] ohh wow [usr] he can't get out yet i need to when [sys] right [usr] he comes i need to be outside you see him show him where er i've seen the overflow and everything but i've got a hospital appointment [sys] bye [usr] er you're efficient [sys] that's [usr] you and [sys] the one [usr] i i've got hospital appointment at what time would he come do you think have [sys] well [usr] we got [sys] this [usr] have [sys] is it i [usr] we got dino rod [sys] it will be down a lot [usr] they're brilliant [sys] and it'll be the [usr] we [sys] drainage [usr] we we've [sys] ones [usr] used them once years [sys] they could [usr] and years ago and they were excellent i mean donkeys years ago [sys] ohh [usr] before [sys] brilliant [usr] we had this at home cover line and dina were excellent time would any idea what what idea this afternoon because [sys] we [usr] it must be it's half 12 now isn't it [sys] it could be any time i mean we can do it tomorrow [usr] no well my wife's seen the surgeon i'll tell you what sonia book it for this afternoon and i'm gonna phone hospital now er [sys] no [usr] it's only to have a a covid jab to be honest i can phone them and say look i can have my covid jab a a month or two or whatever we need these drains doing i'm afraid [sys] what time would you be back cos i could always ask them after [usr] i i [sys] such a time [usr] mean i i'll be i should be back i should i should be back cos i supposedly i'm first down at er five past three at royal oldham hospital i should be back in theory for four o'clock [sys] right [usr] cos i believing i believe in er i believing at my house at at two to go to [pii] go from two till four ami won't be around you see and then tomorrow [sys] right ok [usr] tomorrow i've got to pick my [sys] hm [usr] grand daughter up tomorrow and wednesday my wife's at hospital tomorrow lunchtime to see the surgeon she's just had 26 26 clams taken out of her hip right i've got to take her there tomorrow wednesday [sys] we [usr] er [sys] need to get [usr] well [sys] it [usr] wednesday something else is happening there i i think i'm at a hospital but i'm over me up to the kill tending on me er i've had two operations on my my right bowel in the past two months aye we're all [sys] right [usr] bit vulnerable well i'll tell [sys] you [usr] you what [sys] really [usr] what [sys] need [usr] what but [sys] that [usr] they get [sys] a covid [usr] to come get [sys] jab [usr] down the road to come this afternoon and i'm gonna phone the hospital now and say look something's happened and i can't make it right cos i've had i've had three covid jabs it's only my fourth one can you get them to come this afternoon please [sys] of course [usr] definitely [sys] i can absolutely [usr] right [sys] absolutely definite right let me just leave a note outside [usr] and i found it absolutely brilliant in the past [sys] that's lovely [usr] and i and [sys] ok [usr] i found in the past they've they've phoned me but they need if you can give them my number to phone to let me know that they're on the way or what time they [sys] absolutely [usr] thanks from you [sys] they definitely [usr] the absolute [sys] outside [usr] star [sys] drinks overflowing [usr] and make [sys] that's [usr] sure i get [sys] ok [usr] feedback make make sure yes for feedback i'll give you a glowing reports on you [sys] pleasure thank you it you you you might get a call or you might not i don't know how it works but right is the mobile number the better one or the landline [usr] definitely [sys] you're on [usr] we've only got mobile if you've [sys] right [usr] got a landline [sys] ok [usr] on your system you can bend that there with with well it's only my mobile [sys] right [usr] ending [pii] [sys] that's the one absolutely there we go let me just do that one and just put that in can't type date i don't know 63 right there we go that's booked in they'll be with you this afternoon and i'm sure they'll get your covid jab booked back in pretty quick don't they they are at the moment cos a lot of people aren't having them [usr] ok thanks very much [pii] [sys] but you are most welcome [usr] a and [sys] there we go [usr] and and [sys] all [usr] and [sys] done [usr] give me [sys] and [usr] give me a they'll give me a ring er when we see when they're nearby or whatever [sys] absolutely [usr] right [sys] yes yes they do anyway but i'll put it down for the plumber as well all [usr] thanks [sys] right [usr] [pii] [sys] there we go [usr] thank you very much [sys] you're welcome [usr] right [sys] take [usr] bye [sys] care now [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 plum 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 now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help [usr] hi there i was looking to get a quote for and and see when someone can come out and look at i have a drain that's backed up and blocked outside of my home at a man health cover that's in my that's in my garden i guess [sys] ok is this regarding your domestic property or a commercial [usr] domestic [sys] do you have british home hair covered for your swimming and drinks [usr] no we do not [sys] no you don't ok that's not an issue and the drain itself is it overflowing sewage [usr] is it what sorry [sys] is it overflowing souk [usr] no [sys] no are you able to use the toilets in the property [usr] yes [sys] ok can i take the postcode when you say it to us you listen [usr] the post code is [pii] [pii] [sys] ok i'm just gonna check and see if it's in that area i just bear with me a moment please the looks of it they are and based on what you've described to me the soonest we'll be able to get an interview sent out to you will be on thursday or friday [usr] on set on thursday [sys] thursday [usr] friday [sys] or friday most likely thursday but again i'd need to fill in a couple more details before i can get to that point [usr] ok ok let's let's see [sys] in regards to the price and the procedure we don't have a call out fee we don't [usr] bye [sys] charge customers for the engineers coming out but once they do they'll carry out an assessment they'll let what the issue is as well as a quote you will then need to agree to the group for the engineer to then start the work as it's payment upon completion cash or card before [usr] right [sys] during the week monday [usr] ok [sys] to friday within office hours 8 a.m. to 6 p.m. the starting price for blocking is 100 and £70 and that's va p included [usr] starts as the starting price is [sys] yes [usr] 100 [sys] that's [usr] and £70 [sys] the start and coffee yes is [usr] ok [sys] that something you'd to go ahead to [usr] can you email this to me and just i can discuss it with my wife because i'm not here on thursday and then i can get back to you pretty [sys] you would have to call back in again we don't take appointments via email [usr] ok [sys] but i can [usr] that's [sys] send [usr] fine [sys] you over the appointment details in the process as well as the you give me your email just [usr] ok [sys] just email address whenever you're ready [usr] it's [pii] which is spelled [pii] [sys] [pii] [usr] [pii] yy [pii] [sys] is that [pii] [pii] [usr] [pii] [sys] ok that's fine i'll i'll send you over that email i'll do that i'll send you over an email right away great thank you bye bye now [usr] brilliant thanks much 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 two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] my name is [pii] how can i help you today [usr] afternoon got a problem with the exterior block drain [sys] ok no problem can i is this a domestic or commercial property [usr] domestic [sys] and do you have british get home care cover for plumbing and drains at all [usr] i did at one [sys] hello [usr] point but i can't remember if i've still got it [sys] i can have a look for you [usr] ok [sys] bear with me one moment i just need to load that page it'll just take a moment could i have your postcode please [usr] [pii] i don't think i have got it anymore [sys] and the house number [usr] [pii] [sys] and your name please [usr] [pii] mr [pii] [sys] ok bear with me one moment i'm just having a look for you to see if you've still got it [usr] thanks [sys] [pii] two seven delta lima [usr] that's right [sys] and that's number 36 [usr] yes [sys] i'm just loading something let's have a look see bear with me a moment [usr] it might just be boiler car [sys] ok what's it say you've got here we've got all right there's nothing on that one i'm just checking the ones with your name see if there's any form of cover on them it will just take a moment [usr] ok [sys] right you've got heating care and five year warranty that's central [pii] [usr] i thought it was just that i i think i might have had it years ago but it got a bit expensive [sys] it doesn't look you've got the plumbing and drains [usr] ok no worries we still need someone to [sys] x [usr] sort [sys] number [usr] ours out [sys] five no problem what i'm gonna do is i'm gonna pop the details onto the system could i go through our prices with you before we start [usr] yes [sys] ok because today is saturday our prices start from £225 [usr] ok is that including [sys] that's [usr] that [sys] 8 a.m. that's including the a t [usr] ok [sys] that's 8 a.m. to 6 p.m. sorry i had a brain freeze there for a moment yep that's 8 a.m. to 6 p.m. after 6 p.m. it's from £260 as that's classed as out of hours and payment would need to be made on the day afterwards completion via cash or card now sunday prices start from £237.08 am to 6 p.m. and then after six pm it's from £286 [usr] if someone [sys] i just [usr] can come out today that'll be great [sys] i'm going to have a look for you obviously depending on the situation depends on how quickly we can get somebody out for you but i'll see what we can do for you du du du i've got [pii] [usr] yes [sys] is that a flat at all [usr] yes ground floor [sys] because [usr] flat [sys] it's coming up with flat it's the ground floor what number would that be [usr] one [sys] number one thank you it's just a load of flat numbers come up and i didn't know which one it was i thought i better check [usr] if [sys] right [usr] i was if i was the top floor i wouldn't be ringing you [sys] [pii] there we go no that's not right that's [pii] [pii] there we go i've got you the stuff and a cut [usr] [pii] [sys] [pii] and will you be there when the engineer attends [usr] yes if he's coming today [sys] could i have your best contact number please [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] and do you have an email address at all [usr] yes [pii] [pii] [sys] thank you and could i have a description of the issue you said you've got a blocked drain outside [usr] we've got an alleyway between the two houses and i think we i think we share it but i'm not sure but the actual drain hole cover it opens up in our back garden just by the gate i've just i've just lifted up the cover and i can see it's totally blocked it's it's a sewage not very nice i can see it's totally blocked i've i've propped the lid up it's still up for access and we've got a we've got a hose pipe near nearby and they can hose you down if they need to and [sys] holds [usr] there's access [sys] it down [usr] from there's access from the alleyway but there's there's no parking or anything around here you have to park on the street [sys] right ok not a problem right what i'm going to do is i'm just going to because it's the sewage one if you continue to use the toilet obviously it's gonna overflow with sewage isn't it [usr] well it's not got to that state yet but i guess [sys] what i'm going to do is i'm going to put that you don't have a toilet that you can use for fear of the of the flower and put that through as an emergency for today [usr] thank you [sys] is there anybody at the property classed as vulnerable at all that you're aware of no thank you i will send this straight over for you for today as soon as i confirm this book you will receive a text message this [usr] right [sys] will contain your booking confirmation it will also contain a booking reference number just in case you need to contact us for any reason and the engineer will also give you a ring as soon as he's on his way just to let he's on his way [usr] is there anyone in the area close by do at all or [sys] i'm [usr] where [sys] afraid i don't know this will be sent straight to our local office which is nearest to you [usr] right [sys] and they will then dispatch and put it on the board for an engineer to attend there'll be an [usr] lovely [sys] engineer and he'll have a list of jobs that he has to do today and that [usr] ok [sys] will get put on his board for today for you [usr] right [sys] we [usr] sure [sys] we do say we normally say between now and six any time between now and six and he but he will give you a ring beforehand [usr] i mean that'll that'll be fine obviously and it gets dark doesn't it be easier in the daylight for him ok [sys] exactly ok and that is all booked in for you [usr] lovely i'll get a text or an email [sys] you'll [usr] to confirm [sys] receive [usr] you see [sys] a text message shortly with your booking details on it for you it [usr] ok [sys] normally takes about 5 10 minutes to come through [usr] no worries all right thank you very much then [sys] thank you much for your call and have a lovely evening and a happy new year [usr] same to you thank you bye [sys] take care now bye bye [usr] bye | 0Appointment / Booking
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[sys] thank you for calling i know 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 did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and the call will be transferred to a customer service advisor we record calls for quality and training purposes diner is one of the uk's leading plumbing and drain services from buck drains to burst pipes and dusted boilers we're here to help our local teams of expert engineers are available across the [pii] [pii] [usr] hi there it's [pii] calling again i did a call this morning regarding [pii] i just need to find out if someone can maybe go out there today to help with a serious blockage we're not sure exactly where it's coming from [sys] ok the the sorry just interrupting you i do apologize the the phone's really [usr] no [sys] distorted [usr] i've got [sys] do you [usr] you on [sys] have [usr] a headset [sys] me on a speaker phone at all or right it's it's terrible i miss [usr] i'm gonna try now [sys] can you put it on anything [usr] one [sys] else [usr] second [sys] at all or ok [usr] ok i'm just gonna switch them up hello can you hear me all right [sys] hello first of all is it regarding a a chargeable [usr] sorry the other [sys] job [usr] headset [sys] or is [usr] is [sys] it under [usr] not [sys] home [usr] connecting [sys] care [usr] but can you hear me now ok [sys] i can hear you that's better what i don't know what you've done there but it's much better ok is [usr] it's [sys] it under [usr] a [sys] a home [usr] managed [sys] care or is [usr] property [sys] it a charitable [usr] i [sys] job [usr] think that they have any insurance with british gas [sys] ok [usr] no [sys] have you made an appointment [usr] no not [sys] you said you've rang earlier [usr] we thought it was a septic [sys] do you make [usr] tank [sys] an appointment [usr] but [sys] or [usr] it [sys] ohh the line's gone funny [usr] we [sys] again [usr] thought [sys] sorry [usr] that it was a septic [sys] ok [usr] tank [sys] say that [usr] issue [sys] again [usr] but there is no septic tank we didn't end up booking it this morning yet yes please [sys] ohh right you're just ringing taking appointments [usr] yes [sys] right ok are you a managing agent right ok how it works is we would take the details from you pass [usr] thank [sys] it over [usr] you [sys] to the local office and then they give you a call back with availability [usr] [pii] for [sys] and [usr] red [sys] price [usr] [pii] [sys] what's the post [usr] and then [sys] code [usr] the number [sys] of the property [usr] is [pii] [pii] no i don't think that we do [sys] just checking did you say you've got an account with us no right [usr] yes we think it's a major blockage [sys] just checking that we are in charge of all work in your area at the minute i won't give you a minute is it a blockage do you say you've got [usr] yes please [sys] before i set up the is the billing address gonna be separate [usr] ok [sys] to [usr] the [sys] site address [usr] rm 15 1 [sys] ok i need to take the postcode [usr] unless [sys] of the billing [usr] i give you the [sys] address [usr] actual [sys] first [usr] road name [sys] then please [usr] 00 it's [pii] [pii] [sys] the post code [usr] [pii] [sys] we would need first of all [usr] yes yes [sys] the [pii] [usr] yes it can be addressed there [sys] but that's the that's the the address you just gave me when you need us to send [usr] no no it's ok if it has [sys] what [usr] this address on it [sys] sorry you've confused me now is there a is there not a separate billing address then [usr] yes that's ok [sys] it ok [usr] because we're loaded [sys] just [usr] from [sys] to clarify [usr] the rental for payment anyway [sys] any bill or invoice will go to the same address where you want [usr] when [sys] us to [usr] invoice [sys] attend [usr] comes in we pay it from the rental anyway from our side yes [sys] say that again sorry [usr] no no [sys] right but would you need to have your lettings agents address on it as the bill address [usr] it's [pii] [sys] no [usr] yes [sys] ok [usr] [pii] [sys] what's the first line of the address please [usr] [pii] [sys] [pii] it's just searching now [usr] it's [pii] [pii] [pii] [sys] and [usr] estates [sys] what's the name of your letting agent [usr] yes it's [pii] let me find it quickly [sys] and are you the contractor [usr] it's [pii] [sys] and am and your contact number [usr] [pii] not as far as i know there's water that is leaking out into the yard [sys] is anybody in the property [usr] whenever [sys] too vulnerable [usr] the tenant uses any any of the bathroom utilities [sys] and [usr] the [sys] where's [usr] shower [sys] block what's [usr] bath [sys] the issue [usr] the toilet we we can't see where it's where it's coming from [sys] right but is that where's the blockage though how cos that could just be a leak on the waist [usr] no it's it's just they think that maybe something has burst because [sys] ok [usr] it's blocked [sys] but what [usr] i'm not [sys] what [usr] sure [sys] makes [usr] if [sys] you [usr] if [sys] think there's a blockage [usr] they need someone [sys] is the slope is the water backing up or [usr] it was ige electrical that told us it seems it's a blockage they didn't advise but [sys] say [usr] because [sys] that again [usr] it's [sys] sorry [usr] running out [sys] i've [usr] they [sys] lost [usr] think something [sys] you a bit there [usr] underground there's overflowing it's a drain outside yes as far as we know yes [sys] where's it where's it running out from where's the exit point the drain doesn't flow in [usr] do they also need the tenant's [sys] right [usr] number or not [sys] ok i'll send these details over to the local office and i'll get them to give you a call back with availability and [usr] ok [sys] price well they'll be calling you in regards to agreeing the price and the [usr] fine thanks all [sys] availability [usr] right [sys] and then [usr] ok thank you much [sys] then then they can if you want to give the [usr] bye [sys] i mean [usr] bye [sys] i can take a contact number now but they still need to speak to you first ok ok no problem that's that's all booked in that's all been sent over sorry take care bye now | 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 did that you can now 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 food to dia panic gas [pii] speaking how can i help [usr] hiya i'm ringing to enquire about your services regarding some block drains we've used you guys before i don't know if you keep companies on file and stuff but with 4 to 5 fitness [sys] all right ok you're a business [usr] yes [sys] do you have an account at all [usr] i don't think we've got an account but we have used you i think probably in july for [sys] what's the postcode [usr] [pii] [pii] [sys] ok and what's the address [usr] [pii] games with sudbury suffolk [sys] i think i found it how it would work then is we would take the details from you and pass it over to the local office [usr] ok [sys] and then they call you back and go through the charges and availability with you [usr] ok yep cool absolutely fine [sys] what should are you the contact there [usr] yes [sys] that we need to speak to [usr] my name is [pii] [sys] and what's your name [pii] and what's your telephone number please ma'am [usr] [pii] [pii] [pii] [pii] [sys] ok and what's blocked [usr] the main drain or the waste pipe i guess cos we're a group of six units we've had the cesspit checked and stuff and it's all clear and all the others we just need drains rotting i guess and clearing out [sys] right no problem ok i'll send this over to them now and they should give you a call back shortly and go through the charges with [usr] ok [sys] you and availability [usr] all right thank you very much for your help [sys] take [usr] cheers [sys] care bye [usr] bye [sys] now bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an ex did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're speaking to how can i help [usr] hi i'm an engineer with british gas i'm a a customer's prop they they've got a leak on their hot water on their flexi on their hot water pipe to their they've got plumbing and drainage cover i'm just calling to arrange for someone to come and have a look at it [sys] can i take the post code please [usr] it's [pii] er [pii] [sys] and the first line of the address please [usr] it's number four [pii] [sys] and have you got the customer's name [usr] it is hold on [pii] er [sys] ok and sorry what was the problem again [usr] the flexi hose has blown underneath well for the tap to the beer [sys] right [usr] i've isolated it but obviously that flexi will be changed [sys] right and er there's no one in the house with any vulnerabilities [usr] is there anybody in that property you got disabilities anyone in the property got any disabilities er his son's got a chemo at the moment [sys] ok well i'll send her available this afternoon if that's ok [usr] they've got an engine that come out this afternoon is it is it a time or [sys] it's just between now and six i'm afraid [usr] it'll be between now and six any time you said that's fine [sys] no problem that's all booked in for him now and we've got his mobile number to call him on [usr] brilliant thank you [sys] all right no problem [usr] i [sys] cheers for that [usr] that's [sys] see you bye | 0Appointment / Booking
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[sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes [usr] ok [sys] in order to help us direct your call please listen carefully to the following options [usr] not [sys] if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two if you would to discuss an invoice or have a finance query please press three [usr] they're probably paying more stuff in the band and i said i see it all i've got mine i need they've got three [sys] welcome to dino east midlands please note all calls are recorded for quality and training purposes in order to help us direct your call please listen carefully to the following options if you have a drainage issue including blockages cctv surveys drain repairs or tankers please press one if you have a plumbing issue please press two if you're calling regarding the british gas call out please press one if you good afternoon dining road [usr] hi [sys] we [usr] i [sys] might [usr] one of your plumbers come out earlier [sys] all [usr] to [sys] right [usr] look at an issue but when he's out he's found the issue but then he recommended that i go through my home insurance to get [sys] walk [usr] fixed [sys] through british car [usr] no well [sys] there's a free british [usr] for [sys] gas or [usr] this well my initial thing was through british gas and then they've sent out dino dino plumber he's he's come out and looked and he found what the issue is but he said to fix it he would have to break tiles in my bathroom [sys] i i probably would go through [usr] but [sys] your [usr] then [sys] home insurance [usr] but but then i've been through my home insurance and i've got the person here but all they're saying is all they would do is fix it they wouldn't even fix the boxing in and i'd have to do a a separate home insurance claim where there's a £400 excess anyway it's what can is it possible to get that same guy back out to fix it and then do the boxing in [sys] what and then what what's to get us out to come do it and then obviously what go go through your home insurance [usr] y [sys] afterwards of course [usr] but is he able [sys] let [usr] to come [sys] me [usr] out [sys] have [usr] to today [sys] a quick [usr] is he able to come out today cos it's my only toilet and every time i flush the toilet it leaks through to the ceiling in the living room [sys] let me have a look what's your postcode please [usr] november november 4 [sys] november november [pii] [usr] [pii] [sys] ok sorry are you looking for an epa miss [pii] [usr] that's correct cos to be honest i'm not entirely happy at at the moment because one of your plumbers came out on the seventh of december to fix the toilet that wasn't flushing the next day i had a leak from the toilet into the to toilet bowl they then come out and fix that yesterday and then it's now now caused this leak into the toilet sorry into [sys] 25 [usr] the ceiling it's every time i've had a dino plumber come and fix something i've had [sys] it's [usr] another [sys] something [usr] problem [sys] else that [usr] the next day i'm really not happy i'm having to pay this extra money to get things fixed [sys] i'm not gonna lie if obviously if it's a reoccurring problem and it's been from us coming out i don't think you'd have to pay for it because it would go down as it being on our be be in our fault if what i mean let me have a look and speak to my colleague if there was that area and i'll see if we can get someone back out this afternoon [usr] thank you [sys] ok thank you [usr] well i've already paid the excess will i get that excess back the book it's the i have but i just don't think get that that doing any more damage i break out i come out good and second but as long as they do the boxing in i think i can just get it higher that's what i mean it i meet people that but all of that initially the toilet was flush they changed the washer and it was flushing but then it was a small out of there right but with nothing i'm sorry i break it down what ok [sys] hello [usr] hello [sys] hi sorry to keep you on hold i can get someone to come back to you this afternoon [usr] that would be [sys] perfect [usr] that would be appreciated [sys] ok if you leave that with me then and i'll get that booked in let me just have a quick look and see what time it might be you you'll be the engineer's next job ok [usr] ok [sys] we just have to travel from wherever he's coming from to you but it shouldn't take too long [usr] ok it should be within the next one or two hours [sys] 100 and 10% ok all [usr] ok [sys] right i'll [usr] and [sys] get [usr] will [sys] that [usr] they [sys] booked [usr] will [sys] in then [usr] he will he fix the boxing in now or is that will that have to do another visit or [sys] i think i think it's best if he comes and have a look [usr] no [sys] because it's gonna be a different engineer as [usr] ok [sys] to who came this morning [usr] ok [sys] ok all right but [usr] that's [sys] we'll get [usr] fine [sys] we'll get [usr] then [sys] him to come have a look and see what he can do [usr] ok thanks very much [sys] ok all right thank you cheers [usr] right [sys] 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 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] how can i help [usr] hi i've got a block drain at home that i need some help with please [sys] ok what's the postcode please [usr] [pii] [sys] and this line [usr] it's [pii] [sys] thank you and just confirm that's your residential property [usr] it is [sys] and you don't have a home care policy with british gas for plumbing and drains [usr] no [sys] thank you may i take your name please [usr] it's [pii] [sys] how are you spelling the surname [usr] [pii] er [sys] thank you and a contact number please [usr] [pii] [sys] [pii] [usr] [pii] [sys] thank you and is that block toilet [usr] no it's a blocked out outside drain [sys] no problem just to make you aware of pricing there's no call out fee on blockage [usr] ok [sys] charge is 180 payment with the engineer by cash or card is that ok [usr] ok that's ok [sys] perfect are there any health issues or vulnerabilities you want us to be aware of [usr] no [sys] no problem are you available this wednesday the 27th [usr] 26 no we're not [sys] ok after wednesday [usr] we [sys] we've got [usr] travel [sys] on friday the 29th [usr] no we we're still traveling then maybe the second or third [sys] i can do the second for you is ok any time between 8 a.m. to 6 p.m. [usr] that'd be fine [sys] perfect i'll book it through for you now just have your phone available on tuesday the second and the engineer will give you a ring when he's on his way down [usr] fantastic thanks very much [sys] no worries take care bye [usr] right cheers thanks bye now bye | 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 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 [usr] ok [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers morning you're through to how can i help hi can you hear me no problem what's your postcode [pii] [usr] i my drains are not i think they're blocked [sys] thank [usr] i am [sys] you [usr] i able to book someone to come out please a l [sys] on [usr] three [sys] the first line [usr] five quebec hotel [sys] thank you just confirm if that's a domestic [usr] [pii] [sys] what what issues are you experiencing [usr] i'm not sure whether it's my plumbing inside all the drains but something is blocked and it's not the sink [sys] ok [usr] i am blocked [sys] no problem [usr] out on the weekend [sys] just confirm if that's a domestic or commercial property [usr] i'm [sys] and [usr] getting error [sys] have [usr] messages [sys] you got a policy [usr] on [sys] with british [usr] both my [sys] gas [usr] washing [sys] for your plumbing [usr] machine and [sys] and [usr] dishwasher [sys] drones [usr] saying there's a drainage problem [sys] thank you can i take your name [usr] best [sys] what was the first name lovely thank you [usr] no i don't think [sys] and the best contact number for yourself [usr] [pii] [pii] [pii] [sys] -huh [usr] can i give you my husband because he'll be in the house [sys] and [usr] is [sys] his [usr] that ok [sys] name [usr] [pii] [sys] you'll have to just [usr] [pii] [sys] say again the the line's not too clear [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] sorry the line is really messed up and how did his brother see him [usr] [pii] [sys] perfect thank [usr] [pii] [sys] you just to let about price and then [usr] sorry [sys] we don't charge for the call out and unblock it [usr] [pii] [sys] will cost you up to 1 70 that's inclusive of that and it's just payment upon completion with the engineer by credit card is that ok no problem and lastly just confirm are there any health issues or vulnerabilities that we need to be aware of thank you [usr] brilliant thank you [sys] i'm just checking that for you now [usr] when can you come out [sys] ok availability wise we can do at the earliest day after tomorrow and thursday should i book that in for you i can either do all day one any time between eight am and six pm or a bit more specific which is one pm to six pm in case you're not available before one [usr] thursday [sys] no problem thursday the 15th between one pm and six pm that's box in engineer will give you a call at least 20 to 30 minutes ahead of time [usr] if you [sys] no [usr] do the [sys] problem [usr] specific [sys] take care [usr] that'd [sys] now bye [usr] be great [sys] bye [usr] great ok thank you very much ok 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 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 [usr] [pii] that text did he just say when he was gonna be [sys] we [usr] about [sys] record calls [usr] or not [sys] for quality [usr] did [sys] and [usr] he say [sys] training [usr] when he [sys] purposes [usr] was gonna be about that text the diner road [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] i probably haven't thanks [sys] our local teams of expert engineers are available across the [pii] 24 7 365 [usr] ok [sys] days a year [usr] people here no i could do because we've got two separate [sys] whatever the problem we'll send an expert dino engineer to [usr] for [sys] your [usr] a cup [sys] home [usr] of tea [sys] to provide a free no obligation quote [usr] i mean just check out and see if they've got a correct an estimated time he said they should be in contact with you to let not [sys] dino [usr] far away [sys] offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done [usr] hello ok [sys] it's really easy to book appointments online just visit dino.com [usr] what [sys] dino is one of the [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers [usr] right [sys] we're here to help [usr] all right thank you k a li zip [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done [usr] no didn't didn't do need to teach a child if it how what [sys] it's really easy to book appointments online just visit dino.com dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and bus boilers we're here to help [usr] dunno there was one again getting full i either they get quite don't you [sys] diner you're speaking to [pii] how can i help [usr] hello we've got a job number i was just wondering whether we could see when the engineer is due to turn up [sys] certainly what's the number please it's dywo [usr] my [sys] and do you have the number [usr] it's 3737911 [sys] ok let's take a look and for data protection could you please give me your name and the full address please [usr] it's for my sister it's miss [pii] and it's [pii] [sys] ok lovely thank [usr] really [sys] you let's just if you can just bear with me i'll put you [usr] yes [sys] on hold [usr] lovely [sys] and i will see if i can call the engineer for you now [usr] thanks [sys] it is looking that they are due up until about let me see up [usr] i think [sys] until about [usr] that [sys] six o'clock it looks [usr] ok [sys] it could be between about five and six i'll see if i can get hold of him [usr] ok [sys] but he may not have an idea at the moment because i'm not sure what jobs he's got on [usr] ok ok [sys] all [usr] that's fine [sys] right i'll just put you on hold [usr] lovely [sys] thank [usr] thank [sys] you [usr] you [sys] hello there [usr] hi [sys] thank you for waiting i'm sorry it took a little while [usr] ok [sys] i've spoken to the engineer but he said as yet that hasn't been dispatched to him it's been scheduled to go to him but he hasn't got that on his his ipad [usr] program [sys] at the moment [usr] of work ok [sys] as i say it is showing between five and six but i can't at the moment i can't check anything [usr] ok does that mean that we're i if it's not with him on his job schedule then does [sys] no [usr] that [sys] no [usr] not [sys] no [usr] make [sys] no he [usr] that [sys] he could get that it depends how many jobs he's got on at the moment it may not have been sent to him just bear with me [usr] well [sys] i'll [usr] we [sys] see if i can phone the local office if they're still open just bear [usr] ok [sys] with me [usr] thank you [sys] hello there [usr] hello [sys] hi there i've just spoken to the the local office they're there till four she said they wouldn't have dispatched that to him yet anyway because he's on other jobs she said she will give you a call when before they leave at four just to give you an update [usr] right ok will will we have someone out today or or [sys] they'll give you an update he just hasn't been sent the job because he's got enough [usr] ok [sys] on his ipad [usr] schedule [sys] as i said it is showing scheduled between five and six but she'll obviously give you a call to give you more of an update he said before she [usr] i [sys] was at four [usr] ok [sys] all [usr] lovely [sys] right thank [usr] all right [sys] you [usr] can i just check what what number she's got [sys] yep i've got a zero [usr] will that be [sys] [pii] [usr] i think that's the one [sys] do you want [usr] not [sys] to read [usr] my i'm [sys] it back [usr] just [sys] to me [usr] checking [sys] and i'll [usr] cause i'm i right what's your what's your number it's [pii] [pii] [sys] perfect that's it [usr] lovely [sys] right [usr] excellent ok [sys] thank [usr] thank [sys] you [usr] you [sys] thank you bye bye [usr] thank you bye bye | 0Appointment / Booking
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[usr] thing [sys] thank you for calling [usr] rain [sys] dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services 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] outside [sys] we record calls for quality and training purposes hi how can i help [usr] hello there i call my outside rain block it raining water not going [sys] she's got blocked external drain and said your rain water is not draining away [usr] no no good block it [sys] is this regarding a domestic property or a commercial [usr] is their property commission [sys] commercial [usr] i was outside [sys] ok do you have any type of cover with british gas [usr] i don't know [sys] no [usr] no [sys] ok can i take the postcode please [usr] [pii] [sys] [pii] [pii] [usr] [pii] [pii] [sys] was that [pii] [pii] ok just bear with me a second ok i can go ahead and book the appointment [usr] yes [sys] slot [usr] please [sys] in for you and the local office which is where the engineers are dispatched from within your area [usr] ok [sys] they will give you a phone call back to discuss the price as well [usr] ok [sys] as [usr] no [sys] the [usr] problem [sys] time an engineer will be attending if you give me the company name to begin with please [usr] 10 company named food wine limit [sys] what was that sorry [usr] pen pe ng fit [sys] t sorry do you mind spelling that again [usr] companion [sys] please [usr] p papa e eric n november ge [sys] no from the from the beginning sorry [usr] again i agree with you punch food wine limited [sys] pe nc [usr] no pe nge food [sys] food [usr] limited [sys] ok and your name please [usr] memo mehnet [sys] and your mobile number please [usr] [pii] [pii] [sys] [pii] [pii] [usr] [pii] [sys] i've got [pii] [usr] not [pii] [sys] first line of the address please [usr] [pii] [pii] [pii] [sys] no ok ok my wifi my wifi is that [pii] [usr] near the [sys] [pii] [usr] [pii] [sys] ok [usr] corner the co i [sys] is it called [pii] [usr] [pii] [pii] [sys] ok anyone at the property that has any vulnerabilities we should be made aware of [usr] any time i am here [sys] no any vulnerabilities [usr] what's [sys] health conditions disabilities anything that [usr] no no nothing [sys] no ok that's fine i'll go ahead and book that in anything else i can help [usr] thank [sys] you with [usr] you as as soon as possible [sys] you're welcome [usr] thank [sys] take [usr] you [sys] care now [usr] bye bye bye [sys] bye [usr] bye [sys] bye | 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 did that you can now book drainage services online or chat to our advisers online in a few easy clicks visit dyno dot com for details alternatively please hold and your call will be transferred to a customer service advisor please hold [pii] is the u k expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dyno 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 [pii] is the u k expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] and [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dyno engineer will visit your home or premises and provide a quote free of charge and without obligation hello good morning speaking how can i help [usr] hello yes i've got a block grain pardon [sys] good what's your postcode please [usr] st [pii] [sys] okay just want me a second there and the first time the address [usr] [pii] [sys] residential address [usr] pardon [sys] is this a residential [usr] yes [sys] address thank you and just to double check if you have a home care or a homeserve insurance well t p plumbing and drains [usr] pardon [sys] do you have a home care or a home safe insurance multiple plumbing and drains [usr] no [sys] okey dokey thank you right absolutely fine and what's your name please [usr] my name is [pii] [sys] and a first name please [usr] [pii] [sys] okay got it and the contact number there for you [usr] [pii] [sys] thank you then what's the issue at your address sir [usr] pardon well [sys] what's the issue [usr] well well the issue is really it's quite serious because i've recently been in hospital and my wife has got dementia and she was being looked after by my daughter told me whilst i was in hospital [sys] yep [usr] now she's in rest by care but due to return back to the house very soon no this problem that you've got with the drains happened before and it was where several young people had to come to my house during heavy snowfall and i and the man told me somebody stuffed something down tampax or something down the toilet now my wife uses pads and i don't know what my daughter's been doing must have been in hospital you see er it needs to be the the the toilet in the shower room downstairs it's not flushing going away [sys] right okay no worries just to clarify there that there's no call out charge and free no obligation quote starting price for the work it's £212 all in [usr] pardon limited [sys] the [usr] £212. [sys] it's not a limit that's the starting price it's [usr] the starting [sys] £212 [usr] price [sys] or to do the [usr] right [sys] work [usr] okay well yes i shall have to accept that because it's urgent [sys] and he said that inside the house the drain blockage sorry [usr] pardon [sys] just clarifying where the drain blockages coming from [usr] well i think that drain blockage maybe on the drive by the front door of the house cos that that was where it was before [sys] okay er and i just want to double check if there's any coveted any other health issues at the address [usr] no [sys] okay yes that's all booking somebody's going to come out today as soon as possible for you [usr] thank you very much right [sys] no problem thank you [usr] thank you bye [sys] excellent alright alright alright | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] here at how can i help [usr] hello i've got a cover with british gas i've got a blocked toilet [sys] ok it'll be a home care team that you'd need to speak to i can transfer you through to them because you're through to [pii] on demand at the moment [usr] ohh ok [sys] and then we can get that looked at for you [usr] thank you [sys] not a problem at all i'll transfer you now [usr] thank you [sys] hello welcome to british gas services limited please enter your account number using your telephone keypad ignoring any letters then press the hash key just use your telephone keypad to enter your account number then press the hash key this may start with 85 or 91 or if your account number includes letters please enter the numbers only if you don't have it with you press the star key please enter the phone number on the account if you're calling from that number just press hash ok now without pressing any buttons on your phone tell me your last name for example [pii] [usr] she [sys] sorry [usr] was [sys] what's your name please hold whilst i check your details in a few words please say the reason for your call [usr] blocked toilet [sys] ok for security please say or key in your date of birth sorry i didn't catch that please say your date of birth or if you'd prefer any please try saying your date of birth for example may the 4th 1967 [usr] january 15th 1961 [sys] you may encounter some moments of silence whilst we connect you to a member of the team please stay on the line good morning you're through to british gas my name is [pii] how may i help [usr] hello [sys] you today [usr] we've got a blocked toilet [sys] you could [usr] toilet [sys] have blocked toilet right let's have a look for you is it m ms i'm speaking [usr] sorry [sys] to is it missus i'm speaking [usr] missus [sys] to [usr] [pii] [sys] mrs [pii] thank you can you confirm the first line of the address [usr] [pii] [sys] for me please thank you [pii] you said sorry can you just give me the postcode once again [usr] [pii] [sys] please yes thank you have you got any other toilet you can use [usr] no [sys] in the property [usr] we haven't [sys] i know you said this toilet is blocked can you use it or you can't use it at all [usr] we can't use it [sys] when you say it's blocked when you can't flush it or is it just it doesn't [usr] it [sys] flush [usr] doesn't flush lot it's blocked [sys] just gonna book you an appointment any parking restrictions in the air [usr] no [sys] are you available today [usr] do what time [sys] it will be as soon as possible [usr] it's hopefully this morning because i start work at half past 12 [sys] because it's an emergency appointment it will be any time because you don't have another toilet in the property [usr] ok [sys] what's the best number for them to call [usr] er this [sys] you on [usr] [pii] [sys] [pii] at the end [usr] sorry [sys] the landline number [usr] no [pii] [sys] sorry bear with me a minute [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] [sys] thank you that's all been booked in for [usr] ok [sys] you was there anything else i can help you with [usr] no [sys] today [usr] that's it thank you [sys] no problem you take care and we'll see you any time it's booked in as soon as possible [usr] all right thank you [sys] thank [usr] bye [sys] 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 [usr] i'm sorry [sys] 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 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 hi you're speaking to [pii] how can i help [usr] hello hi hello hi i have a drainage problem and i am located in [pii] [sys] ok and is this your own premises [usr] i'm sorry [sys] is it your own house [usr] yes [sys] and er do you currently have british gas home care for plumbing and drains [usr] it's er the drainage in the kitchen [sys] ok and do you have a british gas home care policy [usr] no i don't [sys] ok [usr] think [sys] can i take the postcode of where you are [usr] [pii] [sys] yep [usr] [pii] [sys] and the first line of your address please [usr] er [pii] [sys] [pii] on its own it's not a flat or anything that [usr] it's [pii] at [pii] [sys] ok thank you [pii] and can i take your name please can i just take your name please and your surname [usr] [pii] [sys] and your surname [usr] [pii] [sys] can you just spell that for me please [usr] [pii] [sys] thank you and the best phone number for you please [usr] [pii] [pii] [pii] [sys] ok [usr] [pii] [sys] and what's the problem [usr] i have i'm not sure why the water is not going through in the kitchen [sys] and it's just the kitchen that's causing a problem is it ok [usr] yes it's only the kitchen [sys] and is anything overflowing at the moment is anything overflowing [usr] sorry yes if i if i open this er the water [sys] ok [usr] it will it will not go through but er i tried to take out the water from the sink nothing is going down [sys] and can i just check there's no one in the house with any vulnerabilities i'll just try and check their availability now they can come out tomorrow if that's ok [usr] is it possible [sys] and they [usr] that [sys] could [usr] they [sys] come [usr] come [sys] today [usr] in [sys] but [usr] today [sys] it would have to be after six o'clock which would then be and i was charged if i if that's ok it would be an out of hours charge [usr] sorry [sys] the price would start 212 including v ac if it was tomorrow then the price would start 170 including va t [usr] no i'm ok then [sys] sorry you [usr] sorry [sys] wish to book for tomorrow or ok [usr] no no no i'll i'll i'll [sys] no [usr] try [sys] no [usr] to [sys] problem [usr] find someone [sys] all right [usr] else [sys] then bye [usr] if not [sys] bye [usr] then i'll call you back all right thank you | 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 [usr] hello [sys] good evening welcome to british gas my name is [pii] can i take your name please [usr] yes my name's [pii] [sys] thank you very much and how can i help you today [usr] we've got a a leaking pipe work in the kitchen just above our boiler [sys] ok can i what do what's the link do where was it connected to the pipe [usr] we don't know it's behind the wall [sys] ok and what is behind the walls you can you see the water leaking onto the floor or is it leaking onto the wall [usr] it's leaking from the first floor above it's the position of it coming through the ceiling into the kitchen is i'm in conjunction with the toilet which is above it upstairs [sys] ok you're leaking from the to the to leaking into the below [usr] yes but [sys] ok [usr] there's no [sys] and [usr] there's no evidence of water in the in the bathroom and come toilet it's behind [sys] ok [usr] the wall or behind the tiles [sys] sure has has someone used the toilet or the back recently at the moment [usr] i'm not in the last few hours no and it's only become visible in the last 15 minutes [sys] ok and is the water pouring out or dripping out [usr] it's dripping but it's causing the ceiling to collapse probably [sys] ok [usr] there's gonna be a major situ or a more serious situation arising really quickly [sys] ok to make your property safe you need to turn the stop cock off the property which is located under the sink or next to the sink [usr] it's under the it's in by the storage tank is that the water coming into the house [sys] the main supply of water and you turn that off [usr] ok [sys] and then you [usr] i [sys] need to [usr] i know where that is [sys] i need to run your taps as well to empty and drain the system out [usr] yes [sys] ok that empty that empties out the water to make sure your property is safe temporarily [usr] please open the taps [sys] ok well let's get you an appointment booked in and do you have a home care contract with us [usr] yes i do [sys] can i take your postcode please [usr] [pii] [sys] [pii] sorry [pii] [usr] [pii] [sys] [pii] thank you and the first line address of your property please [usr] [pii] [sys] thank you very much i'm just gonna do a search for you now if you can bear with me a moment please [usr] god is can we get someone out tonight [sys] we wouldn't be able to come out to you tonight because we don't do repairs overnight if you need to turn your stop clock off and run your taps the repair itself will be carried out in the morning sir [usr] please as soon as you can [sys] we will do i'm just gonna arrange that for you now just stay on the line for a moment please [usr] thank you hello [sys] hello i'm still here [usr] do you want the home care agreement number [sys] i'm just gonna have a look for you this week for you see if i can locate it for you if you just give me a moment i'll have a quick look for you now number 43 i've got your details here for you now i'm just gonna arrange an emergency appointment as early as we can for you after eight o'clock if you just give me a second now please i'll input some information [usr] right ok i can't do anything until first thing in the morning the opening all the taps well we're running the water system and dry it's little stuff to you no he's the one [sys] just bear with me a moment sorry please [usr] thank you [sys] ok that's great that's all been booked in for you as an emergency we will be with you as early as we can for you can i take a phone number for you please [usr] my mobile [pii] [pii] [sys] ok that's great we'll get that booked in for tomorrow we'll be with the service we can for you sir [usr] any idea what time you can be here [sys] between the other of eight and one but as you've got no water we will come as early as we can after it for you but we'll also give you a ring as well [usr] ok thank you thanks [sys] ok thank you very much bye bye now [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 ex 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] how can i help [usr] hi buddy super store i need to sorry the can i unlock the drains [sys] say again [usr] need a book for somebody to come out and unblock the drains [sys] ok no problem what's the post code [usr] at [pii] [sys] yep [usr] [pii] [sys] thank you and the first line [usr] a pine tree car superstore [sys] ok i can see you've got an account with us we've been out in the [usr] you [sys] in the [usr] have [sys] past and just confirm it's a commercial property and [usr] it [sys] just [usr] is [sys] confirm your name for me [usr] [pii] [sys] thank you and the best contact number [usr] that would be [pii] [sys] yep [usr] [pii] [sys] perfect thank you are there any health issues or vulnerabilities you want to make us aware of [usr] no no [sys] ok and is that external drain [usr] it'd be through the expansion bottle but it's the toilets that i've blocked [sys] toilets no problem right i'll get that booked through for you now our local office will be in touch as usual [usr] that's excellent [sys] perfect thank you very [usr] cheers [sys] much for booking [usr] buddy [sys] take [usr] cheer [sys] care now bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's through did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes through to my name is [pii] how can i help [usr] hi i'm calling from milton keynes in a flooring company we came in this morning and had a pipe that has gone over the floor we've since fixed it temporarily at least but we wonder if we could get someone out to obviously properly fix it to ensure it doesn't happen again [sys] is [usr] hopefully [sys] it a crack pipe did you say [usr] no it was we think from all the rain at the weekend but we're not sure how it's happened it's just the cover off the end has just come off and of course it's all flooded out from that [sys] where where's the pipe is it internal or external the pipe [usr] it's internal sorry it [sys] ok [usr] goes [sys] i'm [usr] run [sys] i'm [usr] along [sys] i'm going to give you a number to call it's the local office that [usr] ok yep [sys] the response could be a lot quicker and they could tell you what's the post code please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] yes that's it [sys] ok do you have a pen i can give you the number please [usr] i do [sys] the number to dial is [pii] [usr] [pii] [sys] [pii] [pii] [usr] yep [sys] [pii] [usr] [pii] [sys] that's correct [usr] cool [sys] all right cheers [usr] thank you i'll [sys] bye [usr] give him a call [sys] bye [usr] 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 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 speaking to [pii] how can i help [usr] hi i've used you a couple of times now buddy i've got a property in [pii] er the trains blocked again i mean [sys] ok what's [usr] i [sys] the what's the post code for that [usr] it's [pii] [sys] well what was the first line of address for sorry [usr] sorry [pii] [sys] that's fine i can get somebody back out for that just bear with me a second it would be are you looking for them to attend today [usr] what time sorry [sys] er for them to come out today it'll be between now and six o'clock but it would be £225 [usr] ok can you do you mind i don't mind paying the 225 again but obviously if there's an issue if it's an issue with the neighbor's drain cos i know his one goes into ours can you can you do me a report and let me know about that [sys] they can do that for you if it's if it's the neighbour's drain that's if you're on a shared drain you can also do it through through the council if you're on a shared drain you don't pay then if it's on the shared normally if you're on a shared drain with your next your next door neighbour's property it's normally the council that can do it for you free of charge [usr] really [sys] hm [usr] but by the time i get hold of hold of them i mean it's it's blocked it saying it's overfilled [sys] let me get sorted out for that just one second is it a rental property is it [usr] it is [sys] just bear with me a second [usr] well is there any discount you can give me buddy cos this is the third time now [sys] and no it's just set price there's no we don't give discounts to anyone just a set price i think last time we attended was august but it would be a set price they can come out on the it it is it is dearer at the weekend they can come out monday to friday it's 100 and 80 it's just there at the weekend [usr] and it's 2 25 what is that plus that or all in [sys] inclusive of that [usr] including the [sys] it's inclusive of that [usr] and when you say inclusive that that's all included 2 25 all included [sys] to get our blocks and back up and running [usr] all right can we do it [sys] just one second best tell the contact number is that your mobile you're on now is it and anybody that that property vulnerable at all [usr] no [sys] ok that's all booked in as an emergency the next call you'll get is from the engineer when he's on the way just to let what time he's gonna be with you [usr] any time from nine till seven tonight [sys] between now and six [usr] six ok lovely [sys] all [usr] ok [sys] right no problem [usr] thank you mate [sys] cheers 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 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 to data my name is [pii] how can i help [usr] ohh hello we've got a a shop in worthing west sussex and the [sys] yes [usr] turned up overnight turned up this morning and the toilet the customer toilet has water's just water's come out of it into a hallway we it happened a few weeks ago but we thought it was kids who just put loads of toilet roll down but we're a bit worried it's a really something might be stuck [sys] ok what's the postcode to the property [usr] it's [sys] please [usr] [pii] [pii] [sys] ok bear with me a quick [usr] i think [sys] second [usr] that that's the right password that postcode [sys] one second ok let's see one second and it's a commercial property did you say [usr] yes it's a cafe shop [sys] ok and what's the first line of the address [usr] it's what shops called the petite fairy tale boutique and it's [pii] [sys] [pii] let me just do that that's pretty ok and who's going to be on site [usr] i won't be i have to give you i had [sys] as long as you i mean i could just say as reception as long as you give me a number [usr] i can give you the shop number but they might have to ring on that i'll give you two numbers the first one is the [pii] [sys] [pii] [usr] [pii] [pii] and the other number is [sys] just bear with me for a second go ahead [usr] sorry just looking at the other number it's [pii] [pii] [pii] [pii] [sys] which one do you do you think is the best to [usr] the second the mobile number at the moment is probably the best one [sys] ok bear with me let's do that and should i just put it down as reception or any specific name [usr] her name's [pii] [sys] ok [usr] but she's not the business owner if what i mean [sys] ok bear with me let me just set this up properly you put a second number as well is there anyone who is vulnerable on site and anyone of your work is anything that you that we need to know about [usr] vulnerable what as in health needs or [sys] health wise [usr] no not that we're aware of [sys] ok and does the business have any policy cover with british gas for plumbing and drains [usr] no [sys] ok [usr] that was gonna be [sys] just [usr] my [sys] give [usr] next [sys] me the [usr] that was gonna be my next question about costs and things [sys] ok what would what would normally happen depending on because depending on when we can get somewhere to the when when the engineer turns up he will look at the work and they give you a quote [usr] ok [sys] now if you if you accept the quote you can then pay by cash or card once the job is completed if [usr] ok [sys] you refuse to quote no work no work gets done but you don't get charged as there's no call out fee that's what you're looking roughly [usr] ok [sys] cost what [usr] what's the call out fee on top of the quote [sys] there isn't any [usr] brilliant [sys] there isn't any [usr] it's just [sys] there [usr] included [sys] isn't any it's [usr] right [sys] usually included [usr] well if you can get someone in there as soon as possible that'd be brilliant please [sys] ok what is the can you just give me that job description again please [usr] it's a it's a coffee shop and a children's party venue [sys] bear with me a quick [usr] a tea [sys] second [usr] tea shop cafe and party venue [sys] ok [usr] there'll be lots of there will be children there if you'd but but it'd be their parents [sys] ok is it the toilet blocked [usr] well it looks it but i don't think i think if there's a blockage i think it must be further down the pipe [sys] but is it the toilet that they can't use [usr] it's the only customer toilet obviously it's quite important [sys] ok one second spelling ok won't be a moment [usr] that's ok [sys] ok i i will book you in now the the eng the engineer the engineer will call to confirm what time it is i've provisionally booked it in for today now obviously i've told him that it's an emergency and they need to get there as the only toilet available but the engineer will then call at some point [usr] ok [sys] but i've put the mobile down condition number to confirm what time he will be coming [usr] ok [sys] ok [usr] if [sys] just [usr] we [sys] get [usr] if we manage to get because we do have a regular plumber we use but he can't get there he couldn't get there to us until later today if he turns around and says he can get there should i just ring you back straight away and cancel it yes [sys] it's not chargeable if you [usr] ok [sys] manage to get someone there before or you get it cleared before our guy gets there before he calls you just call to cancel there's no charge at all that'll be perfectly fine [usr] ok brilliant all right do you how long do you think it'll what time do you think it be roughly i know you can't give an exact time [sys] because it's the weekend it's it it's it's very it's really difficult it could be within four hours it could be at the end it could be be 45 it just depends that's why i said you have to wait but if you get someone that can do it and you've you you're sure that they can do it and they get it done just call to cancel it won't be an issue at all [usr] ok [sys] no problems [usr] i was [sys] at all [usr] just gonna give you some cause parking's quite tricky but if you can tell them there's places there's loading bay opposite [sys] is where [usr] was [sys] where's [usr] it [sys] the loading place sorry [usr] there there there's two lady maid there's one in the ford walk [sys] bear with me a second let me just write that down should they park near near the loading bay is what [usr] cause [sys] you say [usr] there there's no restrictions on sundays [sys] ok [usr] you can park either in ford walk or bedford row they're the best places with a van [sys] ok ok no [usr] why [sys] worries i i've ok no problem [usr] all right that's and i was gonna say the business the business shuts about six o'clock there'll probably be someone there till about half six but obviously if we're shutting and [sys] but [usr] no one [sys] if they come out today it will be before then [usr] ok [sys] they won't [usr] cool [sys] leave it that way [usr] ok all right thanks for your help [sys] no worries cheers [usr] alright cheers [sys] thank you [usr] bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit [usr] dear [sys] dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at how may i help [usr] good morning i wonder if you can please i've just had a plumber to the house my toilet upstairs is blocked and he cannot do it he advised me to get through to you can you come to me please [sys] do you have british gas home care cover for plumbing and drain [usr] no i haven't no [sys] right [usr] no [sys] we charge 100 and £80 inclusive of va t to clear a standard blockage assuming there's no damage to the drains is that ok [usr] 100 and £80 [sys] yes [usr] and how would would they completely secure that then or do you charge per half hour or whatever when you're here [sys] no that that's normally what you'd expect to pay to have the drains cleared [usr] ok ok well it's my loo upstairs [sys] right [usr] and my name is [pii] when would [sys] can [usr] you be [sys] i take your postcode [usr] [pii] when would you be able to come to me please [sys] well i have to register the job first and then look at the diary can i take the first line of your address [usr] [pii] [pii] re [sys] [pii] [usr] yes the the plumber seems to think it's a blockage from the waste that goes outside the house [sys] all right ok can i take your name [usr] my name is [pii] [pii] [sys] and the contact phone number [usr] an ex directory number it's [pii] [pii] [sys] just working through this it just take me a minute is there anybody with any vulnerabilities at the address are you very elderly ill or disabled [usr] well i'm 82 [sys] alright i'll tick the box that's fine [usr] well i'm coming up to 82 i'm more nearer 82 than 81 [sys] right ok no problem just check the diary for you [usr] thank you such a nuisance [sys] we can get somebody out tomorrow morning between eight and one [usr] between eight and one [sys] yes tomorrow morning or tomorrow afternoon between [usr] no [sys] one and six [usr] no i need it sorted because i use my bathroom at night [sys] right ok would would that be ok then tomorrow morning between [usr] you [sys] eight [usr] can't [sys] and what [usr] do it any sooner can you [sys] nothing today at all i'm afraid we're very very busy [usr] are you really between eight and one tomorrow where am i in the list between eight and one tomorrow do you [sys] i [usr] know [sys] don't know i don't know it could be any time between eight and one it depends how the engineer that starts his route where he starts from and where he finishes according [usr] of [sys] to [usr] course [sys] you [usr] ok [sys] know what he gets [usr] and is there a name i have to ask him for is [sys] no i don't know who it will be it'll just be [usr] ok [sys] one of the engineers [usr] ok right [sys] but he will give you a call when he's on his way you can pay by cash or card on completion he has a card reader with him [usr] right ok that's [sys] and [usr] fine [sys] all for you mrs [pii] [usr] thank you [sys] ok [usr] yes fine thank you very much bye [sys] you're welcome thank you [usr] bye [sys] bye [usr] bye 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 [usr] hm [sys] if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details [usr] my [sys] 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] hi you all right [usr] i'm good my name is [pii] i booked a job yesterday for [pii] [sys] to [pii] [usr] [pii] fm yes [pii] yes [sys] i was there how can i help [usr] the guy he he went because i'm not i'm not at the property because i was waiting we went there he didn't open the job he he didn't figure it out to open open the drain anyway the the job which i booked it but now he's asking 100 and £70 do i need to pay him because because the policy says if is if the job is not done we're not gonna pay because the the job is still there anyway because it's not [sys] right [usr] even one inch water is going down [sys] ok the [usr] but [sys] engineer [usr] he's [sys] is called [usr] he's [sys] langford [usr] he's he [sys] let me just put you through to [pii] office cos it's then we were taking the [usr] please [sys] payment and then they can just discuss this with you [usr] please please [sys] it's one diner [pii] [usr] hi good morning i just booked a job yesterday for [pii] [sys] [pii] [usr] [pii] i [pii] xn the guy he he came and he couldn't open the the drain the the problem is still there but he's asking 100 and £70 do i have do i have to pay him i just want to ask confirm [sys] it depends what he's done at the job what's your post i'll have a look [usr] peace [sys] what's your post code [usr] postcode is [pii] [pii] [sys] [pii] [usr] [pii] [sys] let's have a look [usr] [pii] [sys] ok the 170 that's the price for the unblock if he has an unblocked then no he won't charge the 1 70 [usr] can you contact him because he's he's insisting to pay 100 and £70 i don't mind to pay 30 £40 for for his drink or whatever because he he tried [sys] he hasn't [usr] but [sys] resolved [usr] 100 and £70 [sys] anything [usr] 170 pound is rid rid ridiculous you ask anyway because the job is not done [sys] it's still blocked ok [usr] it is still [sys] ok [usr] nothing nothing nothing is [sys] ok i'll put you on hold i'll check with him one second [usr] please please please thank you [sys] one likes being bunged up especially not your drains when water or sewage has flooded your [usr] know [sys] home or garden it can leave a smelly mess you'll need to get it sorted fast if you're having problems with your drains regardless of the cause we'll do our best to get [usr] about [sys] things [usr] to [sys] flowing again our [usr] $172 [sys] engineers are local to you available 24 7 and have the skills and training to tackle the most gruesome of drain dramas when your drains go wrong your house doesn't feel a home if there are blockages gurgles slow water draining or bad smells coming from your drains it's best to call in the experts whether it's drain cleaning or drain unblocking here at dino we've seen it before and are on hand 24 7 to take care of your jobs remember dino never charge for call outs you'll have a no obligation fixed price quote before any work starts booking a local engineer has never been easier one of our staff members hello hello sorry [usr] hello [sys] sorry to keep you waiting i mean we're trying to contact him but he's not answering at the moment we'll speak to him and we'll let him know but if it is still blocked [usr] he's ringing he he's ringing me [sys] ok [usr] about because [sys] no [usr] i just i can [sys] if [usr] see [sys] the train is still blocked then no we we won't expect you to pay that price now [usr] ok [sys] ok [usr] no problem ok speak [sys] we [usr] to him and [sys] will [usr] then [sys] we're fine [usr] and then [sys] ok thank [usr] please [sys] you bye [usr] ok [sys] bye [usr] all right ok ok thank you much thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered [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 or if you have an existing home care policy did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the u [pii] leading plumbing and drain services from blocked drains to burst pipes and busted boilers good afternoon thank you for calling dinos [pii] speaking how can i help [usr] hi there i have a problem i've got a blocked pipe somewhere i've got sewage coming out of my bath and two bathrooms or both my bathrooms [sys] alright ok and is it a commercial or domestic property [usr] it's domestic [sys] and do you have british gas home care cover for plumbing and drains [usr] no [sys] no ok well let's have a look for you then what's the postcode to start with [usr] eh [pii] [sys] let me have a look and what's the house number [usr] number [pii] [sys] [pii] [usr] yes [sys] let me see if i can find it and is that now the [pii] [usr] that's the one [sys] and if i could take your first name please [usr] it's [pii] [sys] [pii] thank you and if i could also take your surname [usr] [pii] [sys] [pii] and if i could also take a contact telephone number please [usr] [pii] [sys] [pii] right let me just save that right i just need to type in what you've told me bear with me hi can i ask is there anyone at the property who may be considered vulnerable at all [usr] no [sys] no good [usr] unless asthma it's not even up to the asthma no [sys] is it what sorry [usr] i've got a child who has eczema and a viral wheeze but it's not doesn't have full blown [sys] no [usr] asthma [sys] i know no that's fine alright let's have a look just bear with me it's incredibly busy today the systems are running extremely slowly [usr] ok [sys] if they're running it at all bear with me it is it's really really [usr] ok [sys] slow here we go now would you be available for the rest of the day if we can get somebody today [usr] absolutely [sys] right i can put it through to get somebody today now the the only thing i can't tell you is what time they'll get there [usr] that's [sys] all [usr] fine [sys] i can tell you is that it should it should be between now and about six o'clock ish but with it being busy it might end up being later is that going to be ok [usr] that's fine that's fine [sys] ok what i'll do is i'll get the engineer to give you a phone call when they're on their way to you ok [usr] ok that's perfect thank you [sys] now i'll just briefly explain how it all works engineer will come out obviously they'll have a look at what the issue is and then 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 nv 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 [pii] is is if you do go ahead prices start at £180 including va t is all of that ok [usr] ok that's fine [sys] no problem right let's get that booked in there you go [pii] the engineer will get you as soon as they can and i've asked them to give you a phone call when they're on their way [usr] thanks very much much appreciated [sys] very [usr] thank [sys] very [usr] you [sys] welcome take [usr] ok [sys] care [pii] [usr] bye bye bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home 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 speaking to [pii] how can i help [usr] hi there i was just wondering if somebody might be able to come out and help with a quite a bad drainage problem near a it's a kind of pass you on it it just filled up and it's now coming up through the floorboards in the house all through the bottom floor [sys] right what post code is it [usr] it's [pii] [pii] [sys] let's and the first line of the address there please [usr] it's and [pii] [sys] they can try and get somebody out today we couldn't wouldn't be able to guarantee it though we've had a a lot a lot of emergencies er with the the pouring rain just bear with me sorry what was the first one is what's the name of the cottage sorry [usr] at loch and ok i just got a us kpaw sorry it's three rsfkcrs sorry [sys] just check you don't have any cover with british gas for your property for your grains at all [usr] i don't think because it's not there's no mains gas here you don't have problems with british gas no no no [sys] that's fine and is it a residential it's not a commercial property is it [usr] it's residential [sys] and i'll just take your name as well [usr] [pii] [sys] how are you spelling your surname sorry [usr] [pii] [sys] two minutes what's the best contact number for the engineer to give you a call on [usr] and the best number is and what's your number the best number [pii] [pii] [pii] [sys] ok i'll send the details over to the engineer now he'll give you a call just to confirm what time he's gonna be with you and the cost of the cost for them to get unblocked for you and that will be running is £225 and they'll give [usr] great [sys] say [usr] thanks [sys] all all payments will just be taken by debit or credit card once the work has been completed for you [usr] right ok 225 right ok [sys] we should talk a bit shortly for you [usr] right that's great we'll get a text or a phone call when he's on his way [sys] you'll get a phone call to let you know what [usr] ok [sys] time it is gonna be with you [usr] ok that's great thanks very much ok [sys] no problem bye [usr] cheers then bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rock partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services 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 to diner my name is [pii] how can i help [usr] hi i'm calling from callow end primary school in [pii] and we've got a problem with the drainage of the on the boise win no i wonder if it's possible to book somebody to come out please [sys] what's your postcode [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] [sys] brilliant ok what i'll do is i'll get you through to the local office and they'll be [usr] ok [sys] able to tell you when we can get someone to you [usr] lovely thank you [sys] hello [pii] speaking [usr] hi [pii] my name's [pii] i'm calling from callan primary school i need to book a an engineer to come out and have a look at the boise i knows at the school are blocking and there's seems to be quite a big problem with my a blockage somewhere [sys] right ok just bear with me and i'm presuming you want that done today [usr] well i mean i thi this week would be great but obviously i do understand it's coming up to christmas [sys] everybody seems to be booking in [usr] it [sys] we we could do tomorrow [usr] that's absolutely fine tomorrow would be great [sys] yup ok if i can take all the details [usr] sure [sys] ok can i have the school name again please [usr] it's [pii] and it's [pii] [pii] [pii] [pii] [sys] and the best contact phone number please [usr] it's this one i'm calling on which is [pii] [sys] yep [usr] [pii] [pii] [sys] and your name please [usr] [pii] [sys] [pii] [usr] [pii] [sys] ok i'll get that booked in for tomorrow for you [usr] wonderful thanks ever much [sys] ok [usr] cheers [sys] then 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 [usr] good just get on with the call [sys] hello you're through to [pii] at how can i help [usr] well guess what i've got a block drain [sys] you ever have guessed [usr] well my mother has anyway [sys] no problem is it inside or outside of the property [usr] it looks well the drain the blockage is inside but it looks it looks the problem might be just outside i've [sys] ok [usr] got [sys] doke [usr] i've got drain rods up there and i i there's some there's a blockage i can't work out what's going on [sys] right no problem is is it the is it the manhole or is it the drain the the pipe drain leads outside [usr] sorry is it [sys] is it the manhole or is it the the drainage pipe er drain that leads outside from the house [usr] it's [sys] is it one of those [usr] it's the pipe that leads from the from the house [sys] no problem [usr] it it's definitely [sys] do you [usr] not [sys] have [usr] a [sys] a british gas home care policy that covers your [usr] no [sys] plumbing of drains [usr] no [sys] no no problem and is it a commercial or domestic property [usr] domestic [sys] thank you can i take the postcode please [usr] [pii] [sys] thank you very much put an address in there bear with me can i get the first line of the address please [usr] [pii] [sys] thank you very much can i get your name please [usr] the name's [pii] [sys] thank you very much [usr] i need a card i might need your card credit card i might might need it if you can get a help only need your credit card [sys] and can i get the best contact number to contact yourself on [usr] if it's gonna be today [pii] [pii] i can give you an alternative mobile if it helps [sys] i mean ii i wouldn't imagine this is gonna be today if they'll be able to get out to you [usr] ohh dear does [sys] ii [usr] it make does [sys] i [usr] it make any difference you're talking about a 90 plus year old pensioner living [sys] is [usr] living [sys] it is [usr] alone [sys] it is i mean i mean is is it causing any issues [usr] er [sys] inside [usr] well she [sys] the property [usr] can er well it's er it's it's blocking one of her toilets she has got one that seems to be in use er it's [sys] right [usr] she could probably survive [sys] i mean what what what what we'll probably do is this will probably be going for potentially monday [usr] ohh god right [sys] monday tuesday latest this week all i'd say is if it gets any worse give us a call up and we can try and make it in for an emergency but [usr] right [sys] but the the the the the local office they won't they won't class this as an emergency they won't i don't think it'll be today and they'll come to you [usr] right ok it's gonna be tricky on monday but anyway [sys] right do you want have you got another contact number sorry [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] right [usr] just a pen [sys] i just type in all the information bear with me [usr] ok are you going to be giving it a reference number or something [sys] i will do [usr] me [sys] been in that and is there anybody with covid or shielding from covid [usr] no [sys] at the site [usr] no [sys] no no problem are you happy with payment and completion either cash or card [usr] the card's sign you up [sys] no problem right we have we we have got monday for you we've got monday we've got tuesday we've got we well we've got monday tuesday [usr] what [sys] wednesday thursday or next week [usr] the well the sooner the better [sys] probably pop it in for that monday [usr] right any any idea [sys] perfect [usr] what time [sys] they they'll class it as an all day appointment which will be from anywhere from eight until six but the the engineer will give you a ring before he arrives and what i'll do is i'll i'll give you the local officer's number as well if you want to give him a call on monday morning just to see where about they're at and then again if if the issue gets any worse over the weekend as well [usr] right [sys] for i'll book it in for that the price in including va t is 100 and £70 [usr] right [sys] and that'll be through the week the prices do go up after october the third because we booked it beforehand it's it's fine you still come under the the original prices right right that's all that's all booked in for monday [usr] right have you got a reference number or something cos i obviously as you can't come out today i'm gonna keep working on it i might i might just sold it [sys] no problem reference number delta yankee whiskey oscar [usr] delta yankee whiskey oscar [sys] yep then it's 346 [usr] six [sys] 1196 [usr] 1196 ok and if [sys] and then [usr] i do [sys] i shall give [usr] i will [sys] you [usr] phone i will phone you immediately if we get it done it sorted [sys] no that's fine then shall i give you the contact number for the local office as well [usr] yes yes please [sys] it's [pii] [pii] [pii] [pii] [usr] right [pii] [sys] perfect [usr] apart from the code [sys] say that again sorry [usr] i said apart from the code it's [pii] [sys] perfect that's correct [usr] ok right [sys] all right [pii] [usr] all right thank you [sys] right no worries hopefully i'll get started [usr] ok thanks [sys] all right take care mate bye bye [usr] throughout [sys] bye [usr] the night | 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 all our calls are recorded plumbing speaking [usr] hello somebody rang me this morning i got an appointment tomorrow for the toilet system and it's booked between eight and six and someone rang me first thing this morning about [sys] i [usr] it [sys] i i think it's just a pre call to see if we're fine to attend [usr] sorry [sys] i think that was just a pre call to see if we were fun to attend what's your postcode i can just double check what the call is about [usr] it's [pii] [sys] [pii] [usr] that's [sys] definitely [usr] right i i spoke to the man called carris yesterday and she said that and i said that certain [sys] i'll give you [usr] plumber [sys] a call tuesday [usr] i didn't [sys] anyway [usr] want because the last time he came here to to do a similar [sys] alright [usr] thing [sys] bye bye [usr] in another toilet it took three more plumbers to put right what he did and she said she was sending someone called kieran who was what old school [sys] right [usr] as she put it but this person this mo this morning said [pii] didn't [sys] i [usr] work [sys] know [usr] there anymore [sys] funny thing [pii] left and another [pii] has come in this is the other [pii] he he's [usr] right [sys] another kieran but it's kieran it's [usr] well i don't understand that cos she she said kieran she must have talking [sys] this [usr] about [sys] is [usr] the new [sys] a [usr] kieran [sys] is it [usr] right i'm a bit puzzled i i don't i don't know it wasn't you i spoke to was [sys] no [usr] it first thing what wouldn't you you'd have you'd have said i didn't recognize your voice i mean i had many emergency phone calls this morning that my head was spinning [sys] alright [usr] and i didn't really know which was which by the end of it i i i'm just he said that he would send somebody else and i don't remember the name and i also have said is there any chance that there could be early morning rather than it because it's booked between eight and six because that was the only time that was free this week when i booked it [sys] i mean it's fine [usr] i just want to check whether he did [sys] i i did [usr] do what he said he would do [sys] i mean it it has been booked in with [pii] this is this is this who just started with us about two weeks ago but he's he's he's a he's a good plumber i i it has been booked in with him he is coming out to you tomorrow and he'll call you when he's on the way you should be able to just get it all [usr] right [sys] sorted tomorrow [usr] all right well whoever i spoke to this morning said he would request that if they could they would come in the morning he hasn't done that [sys] no [usr] then [sys] it's the only thing we can do you see is request requested am visit he has texted him to ask him that but [usr] we have ok we can't guarantee [sys] it just can't [usr] it i i [sys] be guaranteed that's all [usr] that [sys] my name's [usr] what's [sys] mo [usr] your name please [sys] mo [usr] no [sys] that's it [usr] no [sys] no worries [usr] ok well thank you well i just wanted to make sure that ii i don't expect it necessarily to happen but i just wanted to see if he had requested it this [pii] as you can understand er after my last experience i mean if if it did eventually get sorted and it got sorted properly but there were some problems that this [sys] it has to [usr] other [sys] be [usr] man had left [sys] about [usr] which couldn't be put right is this [pii] the new kieran is he experienced or [sys] no [usr] is he newly [sys] he's [usr] qualified [sys] he's experienced he's just he's just a new hire but he's experienced [usr] thank you thank you for being patient and i think you might appreciate why i'm a little [sys] no [usr] bit anxious [sys] worries [usr] all i can do really is hope for the best and just wait and see but it sounds you've done everything [sys] we're [usr] you can [sys] just [usr] at your [sys] gonna [usr] end [sys] have to wait for the job to go ahead but it has been booked in and someone is gonna come out to you tomorrow ok all right no worries all right [usr] ok [sys] take care [usr] thank you very much [sys] right bye bye bye [usr] and you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our 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 quality and training purposes good afternoon you're through to [pii] my name's [pii] how can i help you today [usr] hi [pii] my name is [pii] i think i've i've tried to book a a dra a drain clearance or blockage incident online but i haven't had confirmation by email that [sys] i can [usr] it's been [sys] check [usr] booked [sys] for you could i have [usr] sure [sys] the post code of the property please [usr] [pii] [pii] [pii] [sys] and the first line of the address and the customer name please [usr] [pii] and [sys] right no [usr] the name [sys] nothing's [usr] is on [sys] coming [usr] that [sys] up on our system [usr] ok right well then how much do you charge for drain clearance is there a flat fee or [sys] can i just ask is this domestic or commercial property [usr] it's domestic [sys] and do you have british gas home care cover for plumbing and drains at all [usr] i don't [sys] no 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 and payment would need to be made on the day afterwards completion via cash or card [usr] it's 100 and £80 including vat or excluding [sys] that's correct [usr] vat [sys] no including va t [usr] that's where it starts and how did is there is there a tariff that goes up by is it per [sys] no [usr] hour [sys] no [usr] or [sys] that [usr] how does [sys] is [usr] it [sys] to get the drain unblocked and have everything running fine clear we do not have a call out charge either [usr] and do you do you provide some warranty for your work thereafter [sys] that all depends on what blockage is caused by if the blockage is caused by say toilet wipes or fat in the drain then we can't guarantee that because we can't guarantee that you wouldn't you put them things [usr] do [sys] down [usr] the same [sys] the drain [usr] thing [sys] again exactly but if it's caused by leaves that thing then we do normally have a 90 day guarantee [usr] ok it's 100 and £80 all right let me just check whether i have got cover for that if if i wanted to go ahead when can me in in [sys] if you want to go ahead if you just give us a ring but i mean obviously if you were booking today it would probably be tomorrow or friday now before we could get somebody out depending on the severity of the situation [usr] all right thank you very much [sys] no problem thank you much for your call [usr] ok bye [sys] take [usr] bye bye [sys] care 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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year good good afternoon this is [pii] speaking how can i help [usr] hello we were supposed to have an engineer turn up today and he's not arrived [sys] right ok what's your postcode please [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] and what's your name and first line of the address please [usr] i think my husband he might have his husband on mine it's either [pii] or [pii] and it's [pii] [sys] right [pii] ok sorry did you say it was [pii] november 15 [pii] [pii] [usr] [pii] [sys] i can't see a booking come on my system i'm sorry to say it was with dino [usr] sign i want online booking dywo 3460268 [sys] sorry there's a that reference would be great dywo sorry what [usr] 346 0268 [sys] 0268 let me just put that in there i can see there is ok let's have a look at [usr] the guy rang up on saturday cos we wanted him to come saturday and he said it would cost us a lot of money [sys] right [usr] £212 just to [sys] ok [usr] come out but he said he could come up monday [sys] you come back one day [usr] he said [sys] right [usr] called him on his mobile left a message heard nothing [sys] ok [usr] back [sys] let let me call that local office then that engineer said that that that was on the 30th that saturday wasn't he'd come back on monday ok right let me just call a local office now and get an update on that and make sure that that is happening and give you an update i'll pop you on hold [usr] the you can put me on [sys] is [usr] hold [sys] that is that ok [usr] thank [sys] and i'll [usr] you [sys] come back to you in a few more in a moment thanks [usr] that's fine no that's fine [sys] thank [usr] no that's [sys] you [usr] fine 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 sorry to keep you holding there i've just been [usr] that's [sys] told [usr] right [sys] that the engineer that that did have a repair to this afternoon but he should be on his way very soon it they do have it in hand apologies [usr] ok [sys] that it's it's getting late now but but [usr] no that's no that's fine but i just thought maybe we've forgotten but [sys] i have [usr] no worries [sys] advised [usr] hopefully [sys] that he [usr] it'll [sys] is [usr] be [sys] aware [usr] here soon [sys] of [usr] then [sys] it and he'll get to you soon as soon as possible all right [usr] lovely [sys] thanks a lot [usr] thanks [sys] bye [usr] very much [sys] bye [usr] your help cheers bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care 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 morning you're through to reserve speaking how can i help [usr] hi good morning i'm i'm a home care customer just to give you a heads up before i i tell you this yesterday i made an appointment for a plumber to come out cos there was a leak in one of our our pipes upstairs he's come out he's done a fantastic job he's changed that pipe there's a slight leak on it at the moment and obviously i i think i pay a 60 quid excess or whatever but i i don't wanna go through that excess again for the same job type thing i'm just ringing you to see if someone can come out and look at this this semi complete job really [sys] what's the postcode of the address [usr] sure it's [pii] [sys] what i would probably do because you've got the cover of british gas is to inform them or you can speak to their local office first just to inform them because it was the engineer that came out [usr] it was no it was sorry it was one of the daniel engineers that came out [sys] what was the first line of the address [usr] [pii] [sys] let me just try popping you through bear with me a moment [usr] [pii] how is [sys] yes i know [pii] your local drains and experts for drainage inquiries press one plumbing inquiries press two and for finance press three thank you for calling dino rod your local drains and plumbing experts for drainage inquiries press one plumbing inquiries press two and for finance press three thank you for calling dino rod your local drains and plumbing experts for drainage inquiries press one plumbing inquiries press two and for finance your call is very important to us please wait for the next available agent [pii] speaking [usr] hi are you ok i think i've been passed through to you or or i got cut off with the previous person i'm a home care customer and and i've got a a bit of a leak in in the house yesterday that someone came out and and did a repair on it's still leaking but obviously slightly less now i there's a there's obviously a £60 excess on my home care account i don't wanna go through another but is there is there someone [sys] no [usr] who can [sys] no [usr] come out and do a a another review because it's a partial completed job [sys] what what's your postcode [usr] sure it's [pii] [sys] that's mister [pii] is [usr] it [sys] it [usr] thank you [sys] we've still got the job open let me see when i can get [usr] the guy was great yesterday by the way i think from what we could see he did fix the the major leak you see but there's it there's a a slight little leak there still [sys] i can get some out to you tomorrow if that's available [usr] that's fine not a problem at all [sys] perfect right i'll get it on to one of our engineers and he'll give you a call half hour before he's due to arrive [usr] ok cool perfect thank you very much [sys] no trouble all right [usr] bye [sys] take [usr] bye bye [sys] care | 0Appointment / Booking
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[sys] good morning du what how can i help [usr] hello yes i've got a drain that's blocked and i think it's from the toilet it's all minging and filthy smelly i was just wondering well how much would it cost roughly to unblock it or to pump all the crap out [sys] there's two different ways there because obviously you pump out is completely different cost if it's just a blockage you would be just looking at 100 and £80 for us to come out and get away the blockage what a pump out is completely different it depends on what the issue is [usr] right well i need to the one cos it's i i've just noticed it the other day and i thought there's water bubble in that with that drain the man whole thing and anyway i've lifted it up and it tomorrow letter to the top with guns or whatever it is [sys] i [usr] and as much as i've tried to take some of it out it just doesn't seem to be going down [sys] right you're probably looking at needing to get that blockage away with the high pressure water jet [usr] right what what do i do do i just get them to come out and have a look and then give me [sys] it's just a fixed [usr] the [sys] it's a fixed price of 100 and 80 per hour to to to get away any issues if it's just a blockage you're looking at just the hour [usr] right and how do you pay can you pay by card [sys] you [usr] i [sys] can pay by cash or card to the engineer [usr] well that's all right then just in case i don't have enough money in cash thing i thought can you pay by a visa card thing excuse me when could they come out [sys] what's your postcode there please i'll have a look [usr] it's [pii] [sys] [pii] was that [usr] [pii] [sys] let me find out for you just hold the line one moment thanks [usr] all right [sys] please continue to hold we appreciate your patience hello [usr] yes [sys] hello we could come out there tomorrow [usr] physio or tomorrow what time tomorrow [sys] you can either have a morning appointment between eight and one or a pm appointment between one and six [usr] and i'll have the 1 to 6 because i do my shopping at my very good i could do it on friday couldn't i no i'll have the i'll i'll have the thursday morning or today i might be going out for about half an hour today but i'm in all day if they can come today brilliant if [sys] right [usr] not i'll have tomorrow morning [sys] right not a problem i'll put it on for today for pm between one and six can i take your name there please [usr] pardon [sys] could i take your name there please [usr] it's mrs [pii] [sys] and the best contact telephone number for yourself [usr] my mobile [sys] is that [pii] put it into and can i take the full address there please [usr] it's [pii] [pii] really good [sys] brilliant not a problem i'll get somebody out to do for you [usr] where are you based [sys] we're based in [pii] but we have engineers that are based down in [pii] [usr] right cos i've been on the internet that's all trying to find someone and i rang and there was no answer i thought right then yours came up and i thought 00016420 they must be close [sys] yes [usr] that's why i rang you [sys] we're ba we're based up in [pii] we're not massively far away but our engineers are based down in [pii] anyway they're not too far at all [usr] right right brilliant because i needed doing it it's just stressing me out now [sys] not a problem well he should be there today for you but he'll give you a call when you on your mobile when he's on his way [usr] brilliant thank you very much [sys] brilliant thank you bye bye now [usr] bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning you're through to [pii] my name's [pii] how can i help you today [usr] hi i'd to book an engineer please to come and have a look we've got a a blocked brain outside our door and it smells very bad of sewage i'm concerned there's a problem [sys] ok no problem can i just clarify is this a domestic or commercial property [usr] domestic [sys] and do you have british gas home care cover for plumbing and drains at [usr] no [sys] all [usr] but i was thinking maybe we should do it at the same time but i don't think we can do it now can we do do you have to wait a couple of weeks [sys] you do yes unfortunately [usr] right no problem let's just try and get somebody to look at it [sys] ok could i go to our prices with you before we start [usr] sure [sys] ok our prices on a sunday start from £237 including va t [usr] ok [sys] that's 8 a.m. to 6 p.m. [usr] you right [sys] after 6 p.m. it's from £286 as that's classed as out of hours [usr] ok [sys] and payment would need to be made on the day afterwards completion via cash or card [usr] ok [sys] is that ok could i have your postcode the first line of your address and your name [usr] can [sys] please [usr] i just what how much would it be if i booked for tuesday morning which isn't obviously obviously tomorrow's bank holiday [sys] w that would be 100 and £80 [usr] 80180 [sys] that's [usr] ok [sys] correct [usr] fine [sys] yes [usr] right postcode is [pii] [pii] [pii] [sys] [pii] [pii] and the first line of the address please -huh and your name please [usr] [pii] that's [pii] [sys] got it thank you and is that miss or [usr] mrs [sys] missus thank you ok i'm just gonna get some details on the system please bear with me a moment [usr] no problem thanks [sys] [pii] 4 november november i'm just checking that we do have a local office covering that area [usr] ok [sys] first of all and we do that's good [usr] good [sys] ok now i'm just gonna get the details onto the system can get it's sent over for you it just takes me a moment [usr] ok no problem thanks [sys] it's [pii] [pii] ok and will you be present when the engineer attends [usr] yes somebody will be here myself and my husband [sys] could i have your best contact number please [usr] [pii] [sys] [pii] [usr] [pii] [pii] [pii] [sys] [pii] thank you and do you have an email address at all [usr] yes it's [pii] [pii] same surname [pii] [sys] thank you [usr] ok [sys] much ok just going to pop a note on now you've got a blocked drain outside [usr] i don't know whether it's coming from the app but i mean that's what they're coming for aren't they i don't really know what i know is it's it's it's blocked outside and it smells i don't know whether that means there's a block in the house or something but [sys] and is it overflowing at all [usr] i think it's not there must be because that's where the it's it's wet on the driveway [sys] right and is there anybody at the property classed as vulnerable at all that could be affected by the issue [usr] don't know what does that mean [sys] anybody with any medical conditions that would be classed as vulnerable [usr] i don't i don't think no [sys] no ok [usr] i just got all the family here and i've got young kids here i just want it sorted [sys] no no i completely understand ok i'm just going to send this straight over for you i put it through as an emergency for today [usr] right [sys] for you [usr] brilliant [sys] ok what will happen is as soon as i confirm this booking you will receive a text message [usr] ok [sys] this will contain your booking confirmation it will also contain a booking reference number just in case you need to contact [usr] right [sys] us for any reason [usr] ok [sys] and the engineer will also give you a ring as soon as he's on his way [usr] right [sys] just to let he's on his way [usr] right but you don't know [sys] and [usr] if [sys] that's [usr] there's somebody [sys] what they [usr] available [sys] always [usr] today or not or do you [sys] it's sent over for today yes [usr] i don't [sys] but i couldn't tell you what time i'm afraid [usr] that's fine ok brilliant that's very efficient thanks very much [sys] no problem [usr] thank [sys] thank [usr] you [sys] you much for your call [usr] thank [sys] and [usr] you [sys] please have a happy new year [usr] you too thank [sys] take [usr] you [sys] care [usr] bye [sys] 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 did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning thank you for calling how can i help [usr] i wanted to make i just wondered if you had any availability in the [pii] area at all today [sys] i never know unless i'm booking a job in [usr] right [sys] did you want me to have a go [usr] please you wouldn't mind [sys] ok and is it a commercial or domestic property [usr] it's domestic mate [sys] domestic and do you have british gas home care cover for plumbing and drains [usr] i don't know [sys] no ok well i can have a look then what's the postcode to start with [usr] yo [pii] for hotel n for november [sys] and if i could also take the house number [usr] yes it's number 31 [sys] let me just see if i can find it [usr] ok [sys] it is [pii] [usr] it is [sys] and if i could just take your first name please [usr] it's [pii] [sys] [pii] thank you and if i could also take your surname [usr] [pii] [sys] and if i could also take a contact tel telephone number please [pii] [usr] it's [pii] [pii] [sys] [pii] right let me just save all that what issue do you appear to be having [pii] [usr] just went to do the potch yesterday and just noticed it was all swimming out from the outside drain down towards the garage tried to unblock it last night i couldn't do it and then i just got the access watered up this morning and moved it a couple of meters up towards the the drain at the front of my property poured it down there and it never went down there either don't [sys] ok [usr] know where the blockage is [sys] ok bear with me [usr] ok [sys] right let's have a look i'll just get [usr] thank [sys] the slots [usr] you [sys] up now let's see what we've got [usr] ok [sys] the earliest i've got now would be tomorrow morning for between eight and one [usr] i don't know what to suggest but i'm at work tomorrow and the ice back to work tomorrow as well [sys] but [usr] let's just make a quick phone call to the wife and then get back to [sys] [pii] [usr] about 1015 minutes is that ok if the [sys] kan [usr] slot's gone i understand that but i'll i'll do my best to get that booked [sys] ok [usr] ok right ok thanks [sys] no [usr] i'll [sys] problem [usr] speak to you shortly then [sys] that's ok take care [usr] ok thank you and you bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partner with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i didn't get anything if you need any help with a drainage problem press one if you require our did that you can now book drainage services online in a few easy clicks visit dino.com for details [usr] that we [sys] alternatively please hold and your call will be transferred to a customer service advisor [usr] why about what [sys] 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 hi there you're through to [pii] at diner how can i help [usr] i [sys] you [usr] just got i've got a blocked toilet at home i've opened up the hand hole behind there there's a block of floor flat [sys] ok [usr] i don't know it's i've opened up the manor on it [sys] it's not for [usr] filled [sys] what it is it a manhole did you say [usr] yes it's an inspection cover at the back and that's full up [sys] ok and is it just to you you've got the pot toilet far [usr] yes [sys] is that right and the manhole you said you can't have you lifted [usr] yes [sys] it [usr] i [sys] or [usr] i've [sys] have you checked [usr] i've lifted [sys] it at all [usr] the inspection chamber outside [sys] and is it full what is [usr] it's [sys] it [usr] full full of you can imagine [sys] to which [usr] yes yes it is [sys] would you say it's overflowing at all [usr] almost far off [sys] hi right ok then for us to come out it would be well not to come out sorry to unblock it's gonna be on saturday just let me check the price sorry it's 225 before six if we get to you before after six it's gonna be 216 [usr] right ok [sys] do you want me to book you in sorry [usr] ok [sys] do you have the home care cover at all or [usr] i don't [sys] not [usr] believe no no [sys] ok that's fine then i'll just get some details off and then get you booked in is that ok [usr] no worries [sys] brilliant ok can i take the name of the person we're gonna contact when we come out [usr] [pii] [sys] one moment do you have you booked with us in the past [usr] i don't [sys] at all [usr] believe [sys] ok anybody else affected in the flight is it you [usr] i'm not 100% sure to be honest because there's two vacant flats upstairs and then there's one next door there's a lot of inspection hatches i'm wondering if maybe it is my one and then but i don't know because there's two i said there's two vacant flats [sys] ok that's fine [pii] what's your best contact number for the engineer to get a hold of you [usr] [pii] [sys] on [pii] [usr] that's right [pii] [pii] [pii] [sys] that's fine is it the only toilet in your property [usr] it [sys] as [usr] is [sys] well yes it will be tonight 100% ok [usr] ok [sys] ok one moment that's fine and it is it domestic or commercial [usr] that's it [sys] that's why and what's your surname [usr] [pii] [sys] what's your postcode [usr] [pii] [sys] [pii] [usr] [pii] [sys] sorry it's [pii] [usr] [pii] [sys] [pii] what's her personal address [usr] [pii] [pii] [sys] [pii] [pii] is it [pii] or [pii] [usr] [pii] [pii] [sys] [pii] i found it ok that's fine i've got the main bit now ok just for all the information that engineers got heads up what it what the basic expect ok ok i've got block toilet checked manhole and it will be four of the h but it wouldn't buy a property [usr] no [sys] at all [usr] it is no [sys] no that's fine ok one moment would you say it's more of a block toilet am i [usr] yes [sys] right ok i'm booking you in for this evening all right be a [usr] ok [sys] moment well i'm booking you for now going forward the day arrives before then it'll be 225 if it's after six it's how much did i tell you sorry one moment it's 260 i'm completely sure what you can do is pay by cash or card and they'll call out charge as well is that all right [usr] ok [sys] hyper ok that's all done for you you're booked in now ok your reference number is dy sorry did you get dywo 3658829 brilliant [usr] ok cheers then [sys] thank you [usr] yes [sys] take care bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com 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] dino how can i help [usr] hi i've just looked into my garage and i have a drainage thing in there and that's overflowing now and outside the front of my driveway i have another drainage thing and that's completely blocked as well got a lot of water everywhere [sys] is it wastewater or sewage waste that's overflowing [usr] it's drainage water [sys] ok do you have a british gas home care policy or would you be looking for a one off engineer [usr] a one off engineer [sys] and is this your home address where you live where you're having the issue i'll just run through the cost with you then the call out itself is free of charge the price to unblock the drains monday to friday between eight and six starts from £180 [usr] it starts from 180 [sys] all payments that's do the unblock using the rodding method or the high powered water jets [usr] ok i said that's quite [sys] i'm [usr] a lot [sys] an inclusive [usr] that's a lot more than i've just been quoted by somebody else [sys] ok that's our price fixed rate to do the unblock [usr] and how soon can you do it [sys] i'd need to take the details to find out our availability but i can do that now if you'd [usr] please it might just come down to [sys] that's [usr] availability [sys] it can i take the postcode please [usr] [pii] [sys] and the first line of the address [usr] [pii] [sys] that rock any vulnerabilities or any health issues that i need to note down [usr] no nothing at all [sys] and your name as well [usr] it's missus [pii] [sys] and your contact number [usr] [pii] [sys] just one moment just loading the details now one second [usr] ok [sys] we've got availability tomorrow morning [usr] is it tomorrow morning ok then i'll i'll leave it i'll put somebody else on hold for tomorrow morning anyway if that's the earliest that anybody can do all [sys] no [usr] thank [sys] problem [usr] you very much 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 a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services [usr] local [sys] online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training [usr] i [sys] purposes [usr] just now [sys] gas speaking how can i help [usr] hi my name is i would to check with you if you can if you have the services for the unblocking the drainage [sys] ok do you have a policy at all with [pii] [usr] i don't think can you check if i have one because [sys] sure [usr] i [sys] got the post code [usr] it's ew seven [sys] it's what [usr] tango [sys] sorry [usr] whiskey seven [sys] friend [usr] tango [sys] of whiskey [usr] whiskey [sys] seven [usr] seven four alpha uniform [sys] and the address [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] ok and what name is it please is that your surname [pii] i'm just having a look now for you don't think the policy there no no there's no policy is is [usr] no [sys] it is it [usr] ok if if i [sys] sorry [usr] can i book a service without the policy also can i book a service i mean for [sys] you just want a one off job [usr] one up service [sys] yes ok is it at a property where you live and are you the property owner [usr] that's right [sys] ok and is it for a blockage [usr] yes [sys] what's the job for [usr] sorry it is the drainage [sys] the drainage [usr] is all [sys] is overflowing [usr] flowing there seems to be something blocking [sys] ok for a standard job between the hours of eight and six monday to friday is 100 and £80 the engineer comes out and finds it's anything bigger then he would rete you while he was there [usr] ok if if it [sys] the [usr] is a standard [sys] engineer [usr] job [sys] will [usr] it is [sys] advise [usr] 100 and £80 and how will we know whether it's a standard job or not [sys] if it's if it's anything more [usr] ok [sys] than [usr] before [sys] 100 and [usr] he [sys] 80 he'll [usr] does [sys] let [usr] the [sys] you [usr] job [sys] know [usr] he can tell me ok and [sys] he would go through it all with you because there's various [usr] but [sys] things [usr] what what exactly is the standard job covers [sys] it the engineer will go through it all with you when he's there [usr] sorry i didn't get you [sys] if he if he can unblock it that that's what we're sending [usr] will you unblock [sys] him out to do [usr] it or [sys] say [usr] no is [sys] that [usr] it [sys] again [usr] only for just checking or will [sys] no [usr] you also [sys] there's no [usr] do the [sys] there's [usr] work [sys] no call out charge no the £180 [usr] is [sys] is to [usr] it [sys] do [usr] just [sys] a standard [usr] a charge [sys] unblock [usr] or will he also be doing the job [sys] various things that's why i said he'd go through it all [usr] standard [sys] with you [usr] unblocks and [sys] but [usr] the standard [sys] that you [usr] unblock [sys] know he'll [usr] will cover [sys] come [usr] what [sys] out we're sending him out as a on a standard job if he turns around and says the job is nonstandard he'll give you he'll explain why and then it'll give you an a new quote [usr] all right ok and at that point [sys] no [usr] in time [sys] it's entirely [usr] i can [sys] up to you whether [usr] if [sys] you want [usr] i want [sys] to go [usr] to [sys] ahead [usr] progress [sys] with [usr] or [sys] it [usr] not or is it something that i'll i'll be obliged to go ahead [sys] i'd have to put the job in sir if you want me to do that [usr] ok [sys] that's absolutely fine [usr] and how fast can i get the appointment [sys] put the details in there and what's your contact number please [usr] please [pii] [sys] is anybody vulnerable in the [usr] 291 [sys] potty and where's it blocked [usr] 2424 [sys] is it outside ok is it overflowing [usr] no no [sys] and is it affecting anything inside the property [usr] it's outside [sys] is it overflown with just waste water i wanna give you a moment [usr] no [sys] ok are you in tomorrow [usr] let's do that [sys] are you with him tomorrow [usr] to another [sys] there isn't anything today now unfortunately [usr] sorry tomorrow is it not possible today ok [sys] ok ok thank you [usr] maybe [sys] no problem [usr] i'll probably [sys] take [usr] call [sys] care bye [usr] you back again then because i'm looking for something urgent i i'll call you back again thank you | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas we record calls for quality and [usr] right [sys] training purposes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes good evening you're through to british gas [pii] speaking can i take your name please [usr] my name is [pii] [sys] thank you and how can i help you today [usr] i'm i'm having issues with my dreams and i need them to be un unblocked [sys] ok let me have a look sorry and have you got an agreement with british gas [usr] pardon [sys] have you got an agreement with british gas [usr] no [sys] you don't do you own [usr] i thought [sys] the property [usr] i thought this was down a road [sys] we we own di rod british gas owned di rod [usr] ok [sys] d do you own the property [usr] my mom does [sys] your mum does is she aware that you've rang in for a quote on your on your drink [usr] yes [sys] ok when you say they're blocked what's wrong with them exactly are they is there any sewage coming out of them [usr] anytime i try to well we try to flush we can't even shower at the moment because it's all blocked we try to flush and then it leaks onto the living room [sys] on to the living room what do you mean [usr] the bathroom is upstairs but then there's leakage coming downstairs into the living room [sys] wow ok ok what we'd be able to do is we'd be able to provide a get an engineer out to give you a quote on how much this will be [usr] but how much is the call out [sys] what would happen is we'd book it in and the engineer [usr] because [sys] will [usr] i just [sys] ring [usr] have [sys] you [usr] to pay for a call out just now and they have [sys] what [usr] just referred me to you guys i've just paid for no reason [sys] my god ok this is what this is what i was about to say what happens is our engineer will ring you before he comes out and he'll say right we you've got a drain block it's roughly gonna be £200 to come and fix this problem and if you have if you're happy with that they would come out and fix it and [usr] ok [sys] if you're not happy with it tell him over the phone that that's too much and i i'll look somewhere else [usr] ok [sys] and save you a call out charge [usr] alright that's fine [sys] right can i take your postcode please [usr] [pii] [sys] and the house number is [usr] number [pii] [sys] and your name please [usr] lm [sys] how do you spell that [usr] [pii] m am at the beginning and am at the end [sys] postcode [pii] [pii] you said and the best number to call you on is that a mobile or a home number please [usr] mobile [sys] more second [usr] [pii] [pii] [pii] [sys] and the first line of the address again [usr] [pii] [sys] it's a a blocked drain in bathroom [usr] no i've had two people come and look at it and they told me that it's the pipe that's outside [sys] blockage blockage outside and when customer has a shower has a shower she has a leak through to the lounge is that right and is there sewage in your garden it's toilet waste up it is there anyone elderly or disabled in your property [usr] no [sys] just checking the availability for you now ok we can do all day tomorrow with the highest priority [usr] yes please [sys] i'm assigning an engineer for this now ok that's all assigned and confirmed for tomorrow all day between eight in the morning and six in the evening but i'll put you on the very highest priority i'm hoping they come as [usr] yes [sys] soon as [usr] please preferably in the morning [sys] definitely definitely ok then then that's all done for you now [usr] all right thank you [sys] all right then have a great day thank you very much [usr] thank [sys] for your time [usr] you 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 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 how can i help [usr] hello there i wonder if you could advise me my parents have sold their house and they had a structural survey done quite a few weeks ago and it it seemed to come back all right but this morning i had a phone call to say that the chap lifted a manhole cover and there appears to be some drain blockage somewhere but we don't know where now it seems a bit odd to me that it's quite a few weeks after this survey but they reckon it's a red flag now the buyers want my my parents are very very elderly and i'm dealing with everything for them with their house sale and they want this chap wants a drain survey to see if it is just a simple blockage or if it is something more serious what price i i he wants to get his own guy in but i want to get a an idea of price because i just don't want them to be taken for advantage of what [sys] no no of course [usr] if [sys] that's [usr] you [sys] fine [usr] did the the simplest i i'm guessing is it a camera or something you put down [sys] yes our train survey is classified as a cctv survey in inclusive [usr] ok [sys] of an unblocked [usr] right [sys] the price for that is we charge for a minimum of two hours two between 230 to 260 [usr] ok [sys] local office will be able to confirm that for you [usr] ok [sys] what that includes is a full cctv survey of the trains as well as a report and if needs be we'll unblock it for you as well [usr] ok would [sys] and [usr] that just be [sys] that's [usr] it [sys] the [usr] was [sys] price [usr] a case of a a a toilet tissue blockage or a a grease block blockage or something that obviously not if it was collapsed drained or [sys] exactly the cctv service a diagnostic thing it'll be able to tell you if there is collapse strains for example and then if there is we'll be able to give you a call for that [usr] ok ok i'm looking around about 2 60 ish would that is that plus bat or was that including the a t [sys] i think with 2 60 is inclusive of the [usr] ok [sys] but [usr] if ok if if we decide to go ahead and and have you come out is there a long waiting time i'm just or is it a fair cos it's obviously [sys] i'll [usr] not [sys] have to check the area to be honest what's [usr] yes [sys] the post code [usr] it's [pii] [pii] [sys] no problem [pii] right we won't be able to get out to you in the near future right now just because we fully blocked up do if there's a british gas policy in place for poly and drains [usr] i don't know they do have british gas do supply their their fuel would [sys] ok [usr] it be [sys] let's see if they're paying for plumbing and drain as well what's the house number [usr] three it's number [pii] [sys] thank you no there's no home care policy what i'll do for you is just as a confirmation let me get you through to the local office in the area [usr] ok [sys] and they'll be able to confirm with you exactly when they can get out to you is that all right [usr] ok thank you [sys] perfect thank you dino is the uk s expert [usr] just [sys] repair service [usr] i'm just trying to [sys] offering [usr] another [sys] fast professional solutions [usr] idea [sys] to building [usr] of [sys] maintenance [usr] a [sys] problems [usr] looking at these things i just want them to and from other it's just you [sys] hello the person you're calling isn't around right now at the tone please record your message [usr] 26 [sys] when you have finished simply hang up or press the hash key for more options [usr] yes hello i'm just after a quote for a cctv survey for some drains at my parents' house they live at [pii] if you could give me a call please my name's [pii] it's [pii] thank you very much [pii] sorry [pii] 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 [usr] put [sys] did [usr] on [sys] that you can now book drainage services online in a few easy clicks visit dino dot com for details [usr] [pii] look [sys] alternatively please hold and your call will be transferred to a customer [usr] this has all [sys] service [usr] got poo [sys] advisor [usr] on it all that all that has all got poo on it ok all the fans [sys] we [usr] got [sys] record [usr] poo on it [sys] calls for quality and training purposes [usr] go and wash your hands [sys] dino is one of the uk s leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon you're through to [pii] at how can i help [usr] good afternoon [pii] i live on [pii] i have a a blocked drain at the point of entry to the to the household or to the to my front garden the the bit going out onto the street which is covered by the big the big metal cover [sys] ok do you have a british gas home care policy [usr] do i have a british gas home care policy yes i think i believe i do until the 14th i'm not sure what it covers though [sys] ok well i can have a look for you could [usr] could [sys] i take [usr] you [sys] your postcode please [usr] it's [pii] [pii] [sys] [pii] ok and could i take the er first line of your address again please [usr] he's straight [sys] say that again sorry [usr] [pii] [sys] ok [pii] that's fine thank you ok and what was your name please [usr] [pii] [sys] thank you [usr] whatever my policy is with them i'm paying about £49 a month i do rather hope it covers this [sys] let me have a look yes you are covered until your renewal date is the 18th of october [usr] yes [sys] that's absolutely fine we will be able to get somebody out to attend however it won't be me that books it i will have to pass you through to british gas to book it as you are on their policy [usr] lovely stuff [sys] what i can do is i can transfer you through now if that's what you'd [usr] that's absolutely fine [sys] ok well thank you much for your call mr [pii] and i'll transfer you now [usr] 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 [usr] we're covered [sys] and we're here whenever you need us [usr] well i'm i'm just trying to book an appointment now [sys] good afternoon thank you very much for contacting you are through to how can i help you [usr] hello i need to i need to get somebody out i need to get [pii] out to clear my drain on my i just called them and they've just put me through to you i have [sys] ok [usr] a a home care policy with yourself [sys] ok you get time for the drain outside [usr] at the entrance to my [sys] is [usr] property [sys] it a [usr] the the one with the the one [sys] entrance [usr] with the [sys] to your property [usr] the metal cover [sys] hm [usr] over the top [sys] the middle cover ok thank you thank you much yes i do see the one with the metal cover i just wanted to know from you is the is the the drain over flowing by any chance [usr] it is it is backing up it's getting higher and higher i have just tried i've just tried to do it myself with with a with my with a drain rod and it is gonna need somebody more [sys] the [usr] professional [sys] train ride is not gonna help you you [usr] it's abs [sys] tried it and you saw the train run it doesn't work [usr] it's [sys] yes no no i know [usr] it's it's horrendous we're [sys] no [usr] we're [sys] no [usr] not [sys] no i [usr] we're [sys] i fully [usr] we're not far [sys] understand [usr] over from from from from coming up i out out i wouldn't have thought of backing up [sys] no i know the road sometimes it doesn't work sometimes you are lucky when it is a normal overflow a a small overflow and you usually are lucky it will it will pass but then obviously when you do it over and over it it doesn't work then you have to get someone up but when in [usr] i [sys] your case it's overflowing no no no [usr] i've i've seen [sys] no no [usr] things [sys] no [usr] i wish i'd never seen [sys] don't worry i'll take that no no not at all we're gonna get someone out for you do you mind confirming your first and last name please [usr] it's [pii] [sys] nice to meet you mr [pii] i wanted to say mr [pii] but in this case nice [usr] well [sys] to meet you mr [usr] listen [sys] [pii] [usr] ii i there's no nothing glamorous happening here i assure you nothing [sys] no [usr] nothing [sys] don't [usr] that [sys] worry [usr] [pii] [sys] now [usr] would go [sys] i'm [usr] anywhere [sys] fully [usr] near [sys] no no no i fully understand not a worry mr [pii] i'm going to get someone out for you immediately i just wanna confirm as well mr [pii] that the your full address if you just can confirm that followed by your date of birth [usr] it's [pii] my date of birth is the 15th of may 1974 [sys] thank you very much and the post code there on that property [usr] it's [sys] for me [usr] mr 22 bj [sys] thank you much there we go it just it is overflowing toilet waste yep you are available for an engineer today [usr] sorry [sys] are you are available for an engineer in the next [usr] here [sys] few [usr] all [sys] hours [usr] i'm gonna be here all day [sys] perfect that's perfect you will you will arrive any time between now and before six pm is that ok with you [usr] that's absolutely fantastic thank you very much for your help [sys] no you're most most welcome i just wanted to know if there is parking available on the property [usr] yes there there there is it's it's on it's on street parking there's parking opposite [sys] ok [usr] the opposite the affected area [sys] let me just put this down and then i just wanted to know is there anyone in the property such as yourself or any family members that has a medical condition [usr] no [sys] that need to be made aware of or make the [usr] no [sys] engineer aware of [usr] no [sys] ok that is perfect not a problem that is scheduled in for you successfully on my side mister [pii] i just need to get your mobile number we'll use that as the best contact number is that ok with you [usr] ok it's [pii] [sys] yep [usr] [pii] [pii] [sys] perfect thank you much mr [pii] your appointment is scheduled in you will see an engineer any time between now and before six pm ok [usr] that's a that's a real relief thank you very much for your help [sys] no not a problem at all i understand mr [pii] i mentioned it is something that needs to be attended to [usr] and [sys] not [usr] it's [sys] to [usr] a [sys] worry about [usr] grim [sys] that wow yes i'm glad that i mean we could get someone else in the next hours a few hours [usr] you you [sys] ok [usr] need to thank you very much you have a good day [sys] you too mr [pii] alright [usr] cheers bye [sys] then [usr] bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod british gas please listen to the options carefully we 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] well [sys] or [usr] thank you [sys] if you have an existing home care policy it's three [usr] you noticed about that that [sys] i'm sorry i didn't [usr] god [sys] get anything if you need any help with a drainage problem press one if you require our plumbing services press two or did that you can now book drainage services online in a few easy clicks visit dino dot com [usr] ok [sys] for details alternatively please [usr] it'll [sys] hold [usr] be quite [sys] and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the uk's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote [usr] or how that is [sys] dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done [usr] what hello [sys] it's really easy to book appointments online just visit dino dot com through to dino gas suite speaking how can i help [usr] hello there [sys] hi [usr] i'm looking i'm i've had my drains cleared today cos i had a massive blockage and i've been given a quote on what i need to do for to get them repaired they need some stents put in them but i just wanted someone else to come out and give me another quote do you do this [sys] ohh right it's not all that it's been out for you [usr] no no no it's another company [sys] right right right [usr] sorry [sys] you want a quote for what sorry [usr] just to put some stents in my dra they said i need five or six stents in the drain cos it's quite an old clay drain and it just they just need to be secured the pipes cos [sys] right [usr] it keeps blocking up [sys] ok we can arrange for somebody to come and do a quote do you not [usr] ok [sys] have an account at all with [pii] [usr] i don't think i do no i haven't [sys] no ok and is it a property where you live [usr] yes [sys] and are you the property owner [usr] yes [sys] ok what's the post code [usr] it's [pii] [sys] [pii] [usr] [pii] [pii] [pii] [sys] and what's the first line of the address please [usr] it's [pii] that's why i've called cos i couldn't do it online they won't let me put her name in but it's just [pii] [pii] [sys] let's have a look i found it [usr] good [sys] and what name is it please [usr] the name is [pii] [sys] no your name [usr] sorry sorry my name is [pii] [sys] and the the surname [usr] [pii] [pii] [sys] let's see and what's your contact number please [usr] it's [pii] [pii] [pii] [sys] anybody vulnerable at the property [usr] no [sys] the detail on that and then i'll just check [usr] thanks [sys] ok are you available monday morning [usr] monday morning yes [sys] it'll be between eight [usr] ok [sys] and one o'clock the engineer will give [usr] eight [sys] you a call [usr] and one [sys] when he's on his way and then he should [usr] that [sys] be able to do that [usr] that's [sys] quote [usr] perfect [sys] for you ok take [usr] lovely [sys] care bye [usr] thanks [sys] now [usr] a lot cheers bye and [sys] bye [usr] you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our service did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done it's really easy to book appointments online just visit dino.com dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon you're through to [pii] i'm speaking to [pii] how can i help you [usr] hello i've just got home from work and both of my toilets are full with water and sewage and also the the shower tray is also full of of of brown stuff and it leaked onto the carpet and i live in a ground floor flat [sys] ok it's a domestic property [usr] it's what sorry [sys] it's a domestic property then it's not commercial [usr] domestic yes [sys] ok do you have a british gas healthcare policy at all that covers plumbing and drain [usr] no i don't [sys] ok i mean i can certainly take your detail details and check availability sounds that obviously you can't use your facilities it may come up as an emergency appointment for today for you you are looking at charges of up to £260 [usr] that's ok if i can pay by card [sys] that that's absolutely fine right i need to take some details from you first please may i take your postcode [usr] it's [pii] [sys] ok i'll just check we're covering that area one second please ok we are if i can take some details from you then i can check the availability for you [usr] ok [sys] we could be i reckon may i take the first line of your address [usr] it it's [pii] [pii] [pii] [sys] and is that [pii] [usr] yes it is [sys] okey doke and may i take your name [usr] it's [pii] [sys] and what's the best contact telephone number please [usr] well this this mobile number [sys] ok are you able to tell it to me i'm not allowed to take it from the screen [usr] 00 god i can't remember remember now [pii] [pii] [sys] ok [usr] and just in case could you take the landline as well [sys] i can [usr] it's [pii] [pii] [sys] lovely and do you have an email address at all [usr] well i'm yes it's it's [sys] doesn't matter [usr] [pii] nor is short for my name [pii] [sys] lovely it's only for contact details it's not for anything bombard you with anything [usr] can't see what could have happened it's just all blocked it was all right this morning the shower tray wasn't emptying very quickly but i didn't think anything of that when i got back home and the toilets are full up [sys] gosh [usr] in the in the in the main bathroom it's spilled onto the carpet but that's not a great issue but i mean [sys] right ok that's just you you obviously can't use your facilities can you they're all blocked up and filling [usr] well [sys] up as [usr] i can i can fortunately my office isn't very far away i can in emergency i can go there but otherwise [sys] ok [usr] i can [sys] right that's just ok are there any vulnerabilities on site that we need to be aware of that's things medical conditions or young children elderly [usr] no i live alone [sys] no [usr] and i'm [sys] dear [usr] ok thing yes sorry [sys] ok [usr] i i i've got no children and no there's no medical problems i i do do they need power [sys] gosh i don't know to be honest with you i'm sure the engineer will advise when he when he's on site let me just put you the details in then ok i've managed to get that to come up with what we class as an emergency appointment which means that they would attend today for you i can't give you a precise time unfortunately it is a bit o open ended but the engineers do give you a call when they are on the way out to you [usr] ok [sys] ok once on site they will assess the job for you and give you a definite quote before carrying out any work if you're happy with that they'll just do the job there and then for you [usr] i think [sys] and you [usr] be [sys] just [usr] happy [sys] need [usr] to [sys] to settle [usr] have the job done [sys] exactly it's one of those isn't it not good simon is it let's go that's all done for you [usr] ok [sys] if you want me to pop this through then you will receive a text confirming the job reference number and the details [usr] thank you very much [sys] ok that's all done for you [usr] thank you [sys] ok then take care of yourself [usr] cheers bye [sys] ok 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 go 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 purses 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 all local teams of expert engineers are available across the [pii] 24 7 365 days a year good morning good afternoon thank you for calling i know [pii] speaking how can i help [usr] hello i mean ringing up because we've we've got a problem with a supply pipe coming in from the we're only covered up to the that the 70 sorry i'll start again [sys] ok [usr] seven [sys] that's good [usr] trend cover cover us up to the pavement don't they and and then after that we've had a couple of pipe leaks over the years we've been here 44 years now [sys] right [usr] they've i they've identified another problem [sys] ok what what the water board do you mean ok let's have a look then and do you have british gas home care cover for plumbing and drains [usr] yes we do [sys] all right i'll need to transfer you to home care then bear with me [usr] ok [sys] but i can put you through there is a little bit of a queue it's gonna be about nine minutes is that gonna be ok [usr] i'll hold on for now [sys] ok no problem bear with [usr] thank [sys] me then [usr] you [sys] that's [usr] ok [sys] ok 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 the latest edgy hive and new boiler office 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 oiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains today 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 be 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 make energy prices more predictable increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too want a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date hello you're speaking to [pii] can i take your name please hello hello sir [usr] hello hello sorry about [sys] you [usr] that [sys] are [usr] sorry [sys] yes first [usr] just put the phone [sys] of all [usr] a minute [sys] can i take your [usr] i'm [sys] your [usr] through [sys] home [usr] to the [sys] care [usr] drain [sys] number [usr] people [sys] to start with one or your postcode please [pii] [usr] i'll give you the postcode it's [sys] and your door [usr] [pii] [sys] number please 32 thank you as i said my name is [pii] i'm just waiting to get your details onto the screen and then i will be able to help you can i take your name again please but [usr] thank you it's missus [pii] [sys] there we [usr] that's [sys] are you're [usr] [pii] it's [sys] right but you [usr] probably [sys] are [usr] in my husband's [sys] a nominee [usr] name [sys] on the account we can't do this for you and this is [pii] is that correct then how can i help you today [usr] it is well [pii] [sys] ok [usr] water company have identified [sys] ok [usr] that we've got a leak coming into our property [sys] and [usr] from [sys] the [usr] the [sys] the [usr] main's [sys] the this [usr] pipe [sys] is on the leak is on the property itself is that right ok and it's from the cold [usr] yes they've [sys] water [usr] established [sys] fit the fresh [usr] that [sys] water [usr] it is [sys] pipe ok [usr] coming into the property that's the one [sys] and obviously you're not able to isolate it because if you were they would have been able to ok right by seven trends ok leak [usr] we have to [sys] on fresh water pipe is it outside did they say or was it internal [usr] they think it's outside we haven't got any leaks in the house as it were and we've we this has happened to [sys] ok [usr] us before we've been in this high 4044 [sys] now what i've got [usr] years [sys] to do [usr] coming up [sys] i gotta get [usr] and [sys] somebody [usr] we've had this [sys] out to [usr] before [sys] have a look [usr] it's very [sys] at this [usr] pipework [sys] and they've got to book it [usr] that was put [sys] in for [usr] in by the [sys] because [usr] builders [sys] we cannot book in leak detection it looks that we'll have to send somebody up to date to have a little look at it and they could book in book this into the leak detection for you ok [usr] that's fine [sys] ok [usr] because [sys] gosh [usr] i got a letter from seven trent [sys] no [usr] as long as i they know it's in the pipeline that's a bit of a a pun isn't it a pun in the pipeline [sys] my name is [pii] now is the best telephone number [usr] i [sys] for [usr] can [sys] the [usr] say [sys] engineer [usr] i've spoken [sys] to contact [usr] to you [sys] you [usr] what [sys] on [usr] was your [sys] is [usr] name again [sys] your landline is that [usr] [pii] [sys] right [usr] thank you [sys] [pii] [usr] well i'll give you my mobile as well it's [pii] 13 i'll just check if i've got this right because i get mixed up with my daughters sometimes because you ring them more than you ring you don't you [sys] fantastic ok i am sending [usr] [pii] [sys] somebody out today i don't think they'll be able to do anything about it today they probably end up asking for a leak [usr] ok [sys] detection team to go out to you but i'm just gonna get this booked and you're probably gonna get a text message as well but i will give you the job number ok to say that it's booked in at least you you can keep a diary now for 710 to say when you first called and this is what's going on the job number is d [usr] good [sys] for delta y for yankee d for delta y for yankee [usr] but [sys] wo [usr] what was it what was it again [sys] and then it's 33744084 [usr] d white [sys] i'll repeat that 3744084 ok there we are i can confirm that that's all booked in for you now they will contact [usr] got [sys] you [usr] that [sys] on your mobile 10 to 15 minutes before they are due to arrive is that ok for you they would have to read the day but that [usr] if i wasn't [sys] they would [usr] in when they rang [sys] if [usr] they just [sys] they [usr] with me [sys] we would prefer you to be there what do you have to go out [usr] right but i can't stay in all the time [sys] right ok no it it it will be today they come in but they will arrange a date and the time when they [usr] well [sys] go to [usr] not today [sys] well ok a it would be it would be the locals i know your locals [usr] i see [sys] know office [usr] i see [sys] that [usr] what [sys] would [usr] you [sys] be [usr] mean [sys] would [usr] yes no [sys] call [usr] i'll [sys] you and contact [usr] in for the rest of the [sys] you [usr] day [sys] to arrange [usr] today [sys] a leak [usr] definitely [sys] detection they would book book book it around your dates and times then ok all right then well you take care and you stay safe and [usr] that's lovely [sys] alright [usr] thanks ever [sys] take [usr] much [sys] care then lovely happy new year [usr] ok thank [sys] bye [usr] you very [sys] bye [usr] clear and and forward thank you thank you bye bye and you too 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 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] issue with the to buy a house [sys] hello [usr] yes hello i've got an issue an issue linked to the water in my house [sys] ok what appears to be the problem [usr] yes there's a a substantial flooding which has occurred from the bathroom i'm i'm not a plumber i can't give you any details on what what's caused it or what's happened but the the the water's r rose because there's some leakage or something it's it's i think it's near the toilet area it's where the back of the toilet is iiiii i don't know exactly what's happened and it's leaking and ii i don't know what to do [sys] ok do you have any form of british gas home care cover with us or is it a one off booking [usr] i i do [sys] you do ok it'd be our home care team you'd need to speak to and they can get an engineer organized to come round [usr] if it's an emergency issue and you just phone di or do [sys] that's [usr] it [sys] not that's not the correct process i'm afraid because if we come out coming through to us directly it won't go on your policy you'll be charged at the end of the work by the engineer the they [usr] i [sys] need [usr] have not i've i've done this [sys] right [usr] whole thing [sys] no i i appreciate that it is the home care team we need to speak to they need to raise it for you on your policy that way we can get an engineer out i can transfer you back to them and then we can get that looked at for you i appreciate it's a frustrating situation but they are able to get that sorted [usr] ok [sys] for you [usr] you if you could just give me put me through [sys] certainly [usr] to the right department [sys] i'll transfer you through [usr] please [sys] to home care now and we'll get that looked out for you ok [usr] ok [sys] hello welcome to british gas services limited please enter your account number using your telephone keypad ignoring any letters then press the hash key just use your telephone keypad to enter your account number then press the hash key this may start with 85 or 91 or if your account number includes letters please enter the numbers only if you don't have it with you press the star key please enter the f please choose from one of the following three options if you have a question about heating or home care press one to discuss your gas and electricity account press two or if you wish to become a new british gas customer press three in a few words please say the reason for your call [usr] i need an emergency plumber [sys] you can say things my boiler is broken or to join home care in a few words please tell me the reason for your call [usr] emergency plymouth [sys] to help get you to the right place we'd to know why you're calling today what's the reason for your call [usr] down the road [sys] ok please enter your account number using your telephone keypad it starts with either 85 or 91 please enter the phone number on the account if you're calling from that number just press hash for security please say or key in your date of birth avoid being glued to your house phone you can get the same support via whatsapp or text message on your mobile instead if that sounds good we can end the call now and send you a message just say yes [usr] no [sys] to get started if you're not interested just say no you may encounter some moments of silence whilst we connect you to a member of the team please stay on the line the current wait time is approximately 12 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 hi and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a hive thermostat could help [usr] what no [sys] if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too 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 drain 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 bullet you can have a consulate 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 hi and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a hive thermostat helps if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not hello you're through to my name is am i speaking to a mister [pii] right [usr] i [sys] ok [usr] phoned [sys] let me get [usr] up last [sys] into your account [usr] night [sys] for you first then by asking [usr] i need [sys] some security [usr] to get [sys] questions [usr] a engineer [sys] and [usr] to [sys] once [usr] my [sys] we've done that then what we'll do then we'll try and help you with the issue that you have as much as we can ok what's the first line of the address please [usr] that one it's a house name [pii] on this main road [sys] right [usr] [pii] [sys] ok [pii] right have you got have you got another property that you got cover for [usr] and [sys] can you say that again please because you're very very quiet now it's difficult to hear you [usr] my payments i just stressed out no it's it's this address | 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 afternoon you're through to [pii] my name's [pii] how can i help you today [usr] hi there i was trying to book a one of the old guys to come out and and block a drain on the website but every i choose it says there's no times available [sys] right i can have a look for you it might be that we don't have any engineer in that area at the moment [usr] i went right the way up to april [sys] that's what i mean [usr] all [sys] some [usr] right [sys] of [usr] ok [sys] them with some of our local offices aren't covering specific areas because they just don't have the manpower at the moment [usr] all right ok [sys] but i can double check for you [usr] ok [sys] could i have your postcode to start [usr] it's [pii] [pii] [sys] thank you and the first line of your address please [usr] it's [pii] [sys] [pii] and your name please [usr] it's [pii] [sys] could you spell that [usr] yes [sys] please [usr] certainly it's [pii] [pii] [pii] feel [sys] [pii] [usr] free to call me [pii] [sys] and [pii] is that with an [pii] or with a [pii] [usr] aye [sys] with an [pii] thank you right what i'm gonna do is i'm gonna get some details onto the system and see if we can get this booked in for you [usr] thank you [sys] will just take me a moment [usr] ok [sys] we do have local offices in that area i just need to check their availability but to do that i need to pop all the details onto the system [usr] that's ok [sys] you said you've got a block drain [usr] it's an outside one [sys] and is it overflowing at all [usr] no not yet [sys] no and do you have a toilet that isn't affected by this [usr] well both the toilets do go into it but it's not affecting it yet [sys] right that's good and that's [pii] [usr] [pii] [sys] he [pii] [pii] [usr] either way [sys] and will you be there when an engineer attends [usr] it depends what time they will i will be there or one of us will be [sys] right [usr] just depends on what time they turn up i might be at work and my wife will be here [sys] that's fine could i have your best contact number please [usr] it's my mobile which is [pii] [pii] [pii] [sys] [pii] thank you and do you have an email address at all [usr] it's [pii] [sys] thank you all right i'm just gonna pop a little note on for the engineer and then we can get the availability up for you [usr] ok thank you [sys] we've got block drain outside almost full i should put man ho on full manhole almost full and is there anybody at the property classed as vulnerable at all that could be affected by this issue [usr] my youngest daughter is disabled [sys] right [usr] but i mean it'll affect all of us if if if the toilets don't eventually flush [sys] if [usr] properly [sys] it if that's i can understand that ok i'm just getting the availability of sorry put my teeth back in i'm getting the availability up now [usr] ok [sys] let's have a look it's definitely not coming up with anything all right i'm just going to if you don't mind i'm just going to pop you on hold for a moment and i'm going to ring our local office and just double check whether they have got any availability [usr] ok [sys] i will need to put [usr] that's [sys] you on [usr] fine [sys] hold is that ok [usr] no problem at all [sys] thank you i'll just get my contact number i'll be as quick as i can [usr] yes certainly [sys] hello hi thank you much for [usr] hello [sys] waiting [usr] there [sys] ok they are struggling to get engineers around but i have managed to get them it's an all day appointment now i'm afraid and it's for thursday [usr] ok [sys] is that ok [usr] thursday [sys] can [usr] that's fine [sys] i before i confirm i just need to double check you are aware of the prices it is an all day which is 8 a.m. to 6 p.m. on thursday prices will be 100 and £80 including va t and payment is after [usr] that's fine [sys] works completed via cash or card is that ok ok i'm just going to book [usr] that's [sys] that [usr] fine [sys] in for [usr] no problem [sys] you at first she was no we can't do anything she said well hold on let me go and have a word with the batch and we'll see what we can do we were able to get something [usr] cool [sys] 8 a.m. [usr] that was between [sys] and [usr] what [sys] 6 [usr] times [sys] p.m. but just tell your wife don't [usr] 18 [sys] panic they probably won't be there at least until half eight ok she [usr] right [sys] doesn't need [usr] ok [sys] to jump out of bed panicking [usr] no problem [sys] and once i confirm this booking you [usr] ok [sys] will receive a text message this will contain your booking confirmation it will also contain a booking reference number just in case you need to contact us for any reason and the engineer will also give you a ring when he's on his way just to let he's on his way [usr] brilliant [sys] and that is all booked in for [usr] ok [sys] you [usr] that's brilliant [sys] no [usr] that's [sys] problem [usr] thank [sys] thank you [usr] very [sys] much [usr] much [sys] for your call [usr] for your help [sys] and [usr] with [sys] please [usr] that [sys] have a lovely evening and a happy new year take [usr] certainly [sys] care now [usr] will [sys] bye bye [usr] thank you ok thank you ok bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino 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] hiya i'm trying to i've got er some drain fly and i was hoping to be able to clear the er drainage system that we can get rid of them [sys] of course is everything draining normally or any slower than normal any obvious blockages anywhere [usr] no obvious blockages they there's an adjoint i'm at the bottom floor flat there's an adjoining flat above i think it's the confluence of the two where they're collecting [sys] ok i can have a look at it anyway [usr] thank [sys] have [usr] you [sys] you got a contract with british gas for plumbing and drains or paying for it as a one off [usr] one off [sys] a one off and it's residential what's your postcode [usr] it's [sys] please [usr] er [pii] [sys] november 10th [usr] [pii] [sys] [pii] right what we do then there is no call out charge an engineer would attend have a look at it all first hand before they do any chargeable work they'll confirm the issue in a fixed price [usr] ok [sys] from there you can go either way if it's a yes it's cash or card uncompleted if it's a no there's no charge [usr] ok [sys] now as an indication if it does just need all clear it out get it all cleared again 170 including the vat but as i say engineer will confirm once you've had a look at it all first hand [usr] cool sounds good [sys] fair enough right i'll look at when then what's the first line of the address [usr] it's [sys] please [usr] [pii] [sys] [pii] [usr] at [pii] [sys] that's just fine it's search any medical conditions vulnerabilities on site [usr] no [sys] anything relevant [usr] no [sys] no and your first name [usr] that [sys] please [usr] is [pii] [sys] surname [usr] [pii] [sys] please [usr] [pii] [pii] [pii] [sys] just the 12 all right and what's the best contact number for you please [usr] probably this number [pii] can you have you got it there on screen or [sys] i've got it no it's not come through what is it sorry [usr] [pii] [pii] [pii] [sys] right you all right i will be 60 seconds let's have a look when [usr] the main [sys] ground floor flat [usr] and you can ok [sys] ok [usr] perception for and correct [sys] right what we're looking at here right we're gonna be looking at a week on monday at the earliest [usr] the [sys] of the [usr] ninth [sys] ninth [usr] let me just look at my calendar one sec [sys] no problems [usr] hm [sys] or any point after [usr] what time would that be roughly [sys] well ninth hundreds any day you either arrival between eight and one or one and six with the call on route about half an hour before [usr] i think one and six if that's ok [sys] on the ninth that's fine right i'll get that booked you'll get a text confirmation in a minute anyway [usr] lovely [sys] but we'll see you on the ninth [usr] much for your help thanks mate thanks [sys] all right [usr] bye [sys] take care have a good day then bye bye now bye bye bye bye bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing service 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 [usr] prefer [sys] purposes [usr] to come out today cos then we're all here [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 [usr] are you [pii] [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year good afternoon thank you for calling speaking how can i help [usr] hi i've got a a block drain at the front of my house and i just wondered if anyone would be able to give me a price and a the earliest time that you could come to to do it [sys] with the in terms of the time i i would have to try and book it in first access the diary but in terms of the price that's day dependent as well [usr] right [sys] monday to friday the prices start at 100 and £70 on a saturday they start at 212 and then on a sunday they start at 224 [usr] right ok do do do er it was how much was it on the monday to friday 170 [sys] monday to friday the price is 100 and 70 they start at [usr] right ok do you have any availability for tomorrow at all [sys] i'd need to try and book the job in first before i get access to the diary did you want me to have a go at try booking it in [usr] just to see just to get an idea [sys] sure what's the postcode first of all [usr] [pii] [pii] [sys] [pii] let me have a look and what's the house number [usr] [pii] [sys] [pii] let me just see if i can find you is that [pii] [usr] it is yes that's right [sys] i got it and if i could take your first name please [usr] [pii] [sys] [pii] thank you and if i could just take your surname [usr] [pii] [sys] and if i could also take your contact telephone number please [usr] [pii] [pii] [sys] [pii] right let me just save that what issue is it that you're having sorry do what it might be [usr] well the drains just blocked at the front it's overflowing [sys] bye [usr] it smells and stuff happened it's happened a couple of times before to be honest [sys] ok and do any sinks or toilets in the house seem to be draining slowly or are they are they all ok [usr] no the when i lift the upstairs toilet it makes a gurgling in the bath [sys] ok [usr] which it's done before [sys] ok and is there anyone at the property who may be considered vulnerable [usr] no [sys] right then bear with me queen i'll be able to get access to the diary now just bear with me while it loads up let's have a look i could send somebody tomorrow it would be between eight and one in the morning [usr] right ok i think i'll leave it then thanks i i do have some insurance [sys] ok [usr] that can that can come in that [sys] right [usr] time it would be a a cheaper [sys] ok [usr] access [sys] right [usr] i i just didn't know if anyone be able to come out today or a a bit [sys] right [usr] earlier tomorrow no that's fine i i i'll i'll leave it and i'll give you a call back if that if i need to lovely [sys] no problem [usr] thanks very much thank you [sys] good [usr] bye bye [sys] luck bye [usr] thank you bye | 0Appointment / Booking
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[sys] thank you for calling i know 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 this is speaking how can i help [usr] hi my name is [pii] i'm manager of a company in [pii] called international [sys] hello [usr] we we had you guys out maybe two or three months ago to take [sys] ok [usr] a look at a block drain that we had we was recommended that we needed to have the drain line i was wondering if possible i could have some quotes put over for that also [sys] what [usr] try and schedule [sys] what [usr] it in [sys] what's the postcode [usr] sorry [sys] what's the postcode [usr] sorry it's a very it's a it's a bad line [sys] that's ok what's the post code of the property [usr] that's [sys] post code [usr] sorry [sys] the postcode [usr] the postcode is [pii] [pii] [sys] and what what's the address did you say [usr] that's [pii] [sys] i'll pop you through to them now if you just bear with [usr] thank [sys] me [usr] you [sys] have you got their number as well [usr] the contact number is [sys] no do you want do you want the number i'm saying [usr] do i want [sys] i'm gonna put you through but i'm gonna put you through but would you to take the number as well [usr] ok [sys] or have you already got [usr] no [sys] it [usr] if i could take it please [sys] [pii] [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] brilliant thank you [sys] and i'll just i'll just put you through now [usr] thank you [sys] call is now line and will be answered by the next available representative your call is now first in line and will be answered by the next available representative good morning [usr] hi i'm calling from a company in [pii] called brand international we had you guys out a couple of three months just gone to take a look at a drain that was blocked for us we was recommended after they put a camera down that it could need lining i don't suppose there's any way that we could have a look and get a get a quote for that and then try and get that fixed in for us could you [sys] of course what was your postcode [usr] [pii] [pii] [sys] lovely let me have a look for you and have we attended before and all the details [usr] he [sys] together [usr] put a camera down there for us to try and see what the situation was and it appears that the line has cracked they recommended that we have it lined [sys] right right bless you no worries bear with me two seconds and i will just have a look into this and pass you over to my my [usr] lovely [sys] drains department [usr] thank you very much [sys] thank you lines are currently busy for a short while and you on hold but we will be back with you soon [usr] hello [sys] [pii] [usr] mate how are you doing hello [sys] gem [usr] this [sys] you [usr] is [sys] right [usr] [pii] i'm calling from international in kings mate [sys] i i don't know [usr] we had you guys out a couple [sys] yep [usr] of three months ago to take a look at a drain that was blocked you obviously unblocked it for us then you put a camera down to see what the situation was regarding the state of the drains and it looks we need to have it lined i'm i'm just after you [sys] right [usr] if you can give me a quote for that i can pencil it in but [sys] what's the postcode [usr] [pii] [sys] please [pii] [pii] g let me just have a look ok interesting bear with me two seconds i'm just gonna speak to the further works department lines are currently busy for a short while and your call will be answered on hold but we will be back with you soon thank you for calling our staff will be with you as soon as possible [usr] that's right [sys] thanks for holding can i just take your name and number and i'll get somebody [usr] that's [sys] to from [usr] [pii] [sys] the further works team to give you a call back [usr] [pii] [sys] yep [usr] [pii] [pii] [sys] yep [usr] [pii] [sys] yep [pii] i've got [pii] [pii] [usr] that's fine do you wanna take an email address as well just in case that's [pii] [sys] can do [usr] yes [sys] and is that [pii] [usr] [pii] [sys] [pii] [pii] right no worries i'll forward i'll forward all this information [usr] ok [sys] on to my [usr] will [sys] further [usr] that [sys] works [usr] be today [sys] department [usr] do you think [sys] and they will call you back i'm i'm fingers crossed it should be he's now speaking to the engineer that attended originally to [usr] perfect [sys] get the information [usr] thank you very [sys] off [usr] much [sys] the engineer [usr] for your time [sys] and [usr] ok [sys] then he should give [usr] brilliant [sys] you a call [usr] thank [sys] back [usr] you thank you bye bye [sys] no problem at all thanks thanks bye bye bye | 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 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 good morning welcome to british gas my name's [pii] can i take your name please [usr] i didn't really expect to find anyone today i was just trying out the number we've got a blocked train outside [sys] not going outside ok do you have a home care agreement with us or [usr] we do number [pii] sorry 1885 [sys] and your name is [usr] [pii] or [pii] [sys] thank you [usr] it says it's under mister mister mister and mrs [pii] [sys] ok is it what's it impacted by the block drain [usr] we've seen there's water er coming out of it [sys] is it is it toilet waste or not [usr] yes [sys] ok it's quite an urgent thing then [usr] yes [sys] anyone the poverty vulnerable age or health wise [usr] any any sorry what [sys] anyone vulnerable age or health wise in the property [usr] sorry what was that any [sys] is there anyone who's vulnerable er related to age or health [usr] no [sys] no is this gonna be safe till day time or [usr] i just thought i'd i'd try it 24 7 and obviously we're going to i'm going to work i thought i'll try it now [sys] yes i get it booked some time some time during the day time today with phone ahead what's the best number for that to be done on [usr] i'll give you my husband's number hang on [sys] yes [usr] sorry it was looking for number [sys] ok [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] and that's [pii] [sys] [pii] its books interest to be there today then ok [usr] is that a call [sys] some sometime after eight o'clock this morning but before six pm [usr] that's fantastic thank you much [sys] i [usr] and [sys] say that i thank you [usr] and it's for the place hello [sys] just checking [usr] ohh [sys] look for cloud place yes yes [usr] that's brilliant thank you very much [sys] ok thanks thank [usr] ok [sys] you bye [usr] thank [sys] bye [usr] you 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 team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes 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] the british gas one [sys] our local teams of expert engineers are available across the [pii] 24 7 365 days a year afternoon you through to you're speaking to how can i help [usr] hi there do you do emergency plumbers at all [sys] it depends what's the issue and where what's the postcode please [usr] the postcode is c a 15 that's charlie alpha 15 7 november x-ray [sys] and what's the issue please [usr] there's a pipe burst and it doesn't appear to be on the main stop valve and there's water just gushing through the ceiling [sys] right i can do that right that's we could do that i need to turn the water off at the mains then give a minute [usr] we've turned it off at what we've been told is cos we just moved in today we've been told it's that that's the main valve and it's turned off some of the water but there's an outhouse [sys] not all [usr] and [sys] right [usr] it's just the water's just gushing out of a pipe in our house through the bathroom ceiling [sys] right and i know you've just moved in but do you have a contract for british gas for plumbing and drains or paying as a one off [usr] just paying another one off [sys] what often is it is it residential property isn't it you said [usr] it is [sys] put an emergency for today anyway i mean what we do there's no call out charge engineer goes out and has a look at it before [usr] right [sys] they do any chargeable work they'll confirm the issue and the price and you can say yes or no [usr] right ok sure [sys] time wise it as i say it's an emergency slot depending what the engineer's got emergency wise in the area as soon as he can and he'll give you a ring when he's on the way just [usr] right [sys] couldn't [usr] sure [sys] say when might be an hour might be three but soon as [usr] ok great [sys] right it's and what's the first line of the address please [usr] it's [pii] [sys] and any medical conditions or vulnerabilities on site are relevant we need to know [usr] no no [sys] no your first name please [usr] it's mister [pii] [pii] is the first name [sys] [pii] best contact number [pii] please to ring on route [usr] it would be [pii] [pii] no no no [sys] right i'll get it raised now as i say engineer will ring you on route [usr] hang [sys] give [usr] on [sys] or take [usr] hang [sys] half [usr] on one [sys] an hour [usr] sorry one second [sys] no problem [usr] your signal's not good sorry just bear with me one second can you call out on that might be able to what's the number no it's it's just one contact number sorry that's ok just use that number to contact us [sys] you [usr] that's [sys] the [usr] fine [sys] number that you gave us as i say engineer will you on route and you'll get a text confirmation [usr] no no [sys] in a minute anyway [pii] [usr] ok my friend wants to change it [sys] do you [usr] it's possible just to change the number the the mobile [sys] do you wanna [usr] number [sys] do [usr] sorry [sys] you wanna [usr] about [sys] change [usr] that [sys] it completely all right shall i add it as a primary or secondary and whichever way [usr] no no no [sys] around change it completely [usr] he just wants to change it completely to this [sys] no [usr] one [sys] no [usr] sorry [sys] problem [usr] sorry about that [sys] right [usr] ok it's [pii] [pii] [pii] [pii] [sys] but all right i'll get it changed to that anyway you'll get a text in a minute [usr] ok great thank [sys] take care no worries bye bye bye bye [usr] you bye bye [sys] 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 did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at diana on demand how may i help [usr] hello there i'm wondering if you can help i'm phoning on behalf of my father he had problems yesterday when he was flushing his toilet that the outside drain keeps rising up and then the toilet obviously the the water in the toilet rises up as well my my main question is have you got anybody that can come out to see him today [sys] i'd have to raise a job and check the diary we may have [usr] ok [sys] but without raising a job i can't check [usr] ok [sys] but if if it's not suitable i can always cancel the job [usr] ok [sys] do you want me to raise [usr] if [sys] one [usr] that's possible that would be brilliant thank you [sys] does he have british gas home care cover for plumbing and drains [usr] no he doesn't no [sys] no we charge 100 and £80 inclusive of va t to clear a standard blockage is that ok [usr] that's fine [sys] can i take the postcode [usr] it's [pii] [pii] [sys] and the first line of the address [usr] [pii] [sys] it's domestic residents what's his name [usr] [pii] [sys] [pii] is that [usr] that's it [sys] and contact phone number [usr] take my number it's [pii] [pii] [sys] that's great and your name [usr] is [pii] [sys] [pii] it's a block toilet [usr] i'm not sure if it's the toilet that's blocked all the drain because what happens is when you flush they've got an outside toilet if you flush the outside toilet the water rises in the cistern and then there's [sys] yes [usr] a gluing noise and then the the drain outside then fills up but that's if you and then when i was pouring when i did the washing up and put that water down it was blocking [sys] yes [usr] it and then when he flushes the toilet upstairs it blocks it [sys] all right ok probably is to try and then they'll have a thorough look at it anyway i suppose it's blocked external train is there anybody with any vulnerabilities at the address are you very elderly ill or disabled [usr] my dad's 89 [sys] right ok or we can get somebody out today but it's any time between now and six o'clock tonight is that ok [usr] difficult isn't it he's really stressed about it am i able to give you a call back i just need to speak to my sister can i give you a call back direct or do i need to phone through to the number again [sys] you'd need to go through to the number i'll [usr] ok [sys] have to do you want me to cancel the job or do you want me to book and as i say it would be today between now and six but i don't know when [usr] ok if i cancel it will it still be recorded on there if i phone back [sys] we'd probably [usr] or not [sys] have to raise a new job for you [usr] ok let me do it and raise a new job if i need you to save wasting your time if that's all right i just need [sys] that's [usr] to speak [sys] fine [usr] to my sister [sys] no problem [usr] because [sys] at all [usr] she [sys] i'll close [usr] might [sys] this [usr] have [sys] one off then if you need it just give us a call back [usr] that's great lovely thanks ever much for your help what's your name sorry [sys] my name's [pii] [usr] [pii] thanks ever much i really appreciate that ok [sys] you're welcome thanks [pii] [usr] thank [sys] cheers [usr] you bye 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 press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good morning speaking to how can i help [usr] hi i wonder if i can book somebody to come out please to sort out a blockage in the bathroom [sys] ok and do you have a contract with british gas for plumbing and drains or paying [usr] no [sys] for it as [usr] no [sys] a one off [usr] no i don't no [sys] and it's a residential property [usr] it is [sys] what's the postcode there please [usr] ohh er [pii] [pii] [sys] [pii] right and what's the issue what's blocked [usr] right ok i think it's probably the the toilet stack because the toilet was backing up and it was also then not draining from the bath it's obviously creating a problem for anything that's going back down into the stack [sys] right have [usr] we're [sys] you [usr] not [sys] got [usr] quite [sys] still [usr] sure [sys] got usual [usr] not quite sure if it's the i i wouldn't have thought it's the the the the bath [sys] i not [usr] that's [sys] dr [usr] stopping [sys] dr [usr] the toilet but there's obviously [sys] no [usr] something where [sys] no [usr] the somewhere along the line where the the two pipes connect i guess [sys] and indeed that's what i think that's what i think do you still have a usable toilets in the property at the minute or not [usr] well it's it's it it it flushed a bit yesterday and it was ok but obviously i don't wanna leave my tenants with a toilet that might suddenly not do [sys] no [usr] what it's supposed [sys] and that [usr] to [sys] is [usr] do [sys] that that's the only toilet is it [usr] yes [sys] it is right ok [usr] and [sys] what [usr] some [sys] we do [usr] ok [sys] well just what we do there's no call out charge [usr] hm [sys] an engineer would go out and have a look at it all first hand before they do any chargeable work they will confirm the issue in a fixed price from there you could say yes or no [usr] ok [sys] if it's a yes it's a cash or card on completion if it's a no there's no charge [usr] ok [sys] now just to give you an indication if it is just a blockage that needs clearing whatever it is if it's just a blockage and there's no underlying issue causing it that needs sorting or anything then you'd be looking at 170 including that to do the works well as as i say the engineer will confirm once he's seen it first hand but let's see when it be what's the first line of the address [usr] it's [sys] please [usr] [pii] [pii] [sys] [pii] [usr] that's [pii] [sys] i've got it well well close any medical conditions i know you don't live there yourself but any medical conditions [usr] not [sys] vulnerabilities [usr] that i'm aware of no [sys] is that relevant no [usr] no [sys] and your first name please [usr] my name is [pii] [sys] [pii] [usr] i've used it before [sys] and [pii] right give me 60 seconds to see when it will [usr] i [sys] be [usr] know [sys] and i'm assuming i'm gonna be seeing the tenant then not not you [usr] she's at home today [sys] no that's fine [usr] if if somebody can go today that would be great [sys] you give me 60 seconds and i will i saying that [usr] i suspect it's probably years and years of people flushing hair and stuff down the bath and it's [sys] ok [usr] all bunged up and [sys] do have you [usr] hit [sys] never [usr] the down pipe [sys] had an issue before though [usr] no no this isn't it and unfortunately it's just after the tenants moved in it's it's probably just been waiting for them [sys] right er my mom [usr] but i know what i know see what you guys do before they they i know they robbed the toilet and then normally shove a bit of hot jet down the things don't they [sys] we [usr] pay it [sys] can [usr] all [sys] just [usr] off [sys] sort it right you're right it will be today it'll be somewhere between now and six but we can ring and the engineer will ring on route to give or take half an hour before [usr] ohh great alright no i can ring [sys] jesus [usr] tenant and say he's on his way and it means i can [sys] i was gonna say [usr] i can run [sys] do you [usr] up [sys] want [usr] as [sys] us to [usr] well [sys] ring [usr] then [sys] you all [usr] ring [sys] right ok that's fine [usr] ring me because then it means that i can nip up the road cos i live i live down the road from the house at least i can be [sys] that's [usr] there [sys] fine what's the best contact number to ring on [usr] i think probably give you my mobile just in case i'm just in case i'm [sys] ok [usr] lying on my son [pii] in the garden not [pii] [pii] [pii] [sys] 929446 [usr] do you wanna read that [sys] right [usr] back [sys] at the end of the year will zero double 737929 double 46 [usr] that's it hm [sys] right the engineer will ring you on the route anyway it's about a half hour before and you'll get a text confirmation in a couple of minutes [usr] ohh that's great thank you very much indeed [sys] no [usr] ohh [sys] just [usr] alright [sys] take care see [usr] thank [sys] you soon bye [usr] you thank [sys] bye now [usr] you bye [sys] 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 service did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi how can i help [usr] hello yes i've got a blocked drain [sys] is this regarding a domestic property or a commercial [usr] it is domestic domestic [sys] do you have british best home care cover for you're coming [usr] yes [sys] and dream [usr] yes i do [sys] ok can i transfer you over to home care bg [usr] lovely thank you [sys] right thank you bye bye [usr] bye [sys] thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hi and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a hive thermostat could help [usr] bye [sys] if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too 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 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 consulate 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 hiver new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more 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 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 consulate 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 appointment as our team do over the phone hi you're speaking can i [usr] hello [sys] hi there [usr] can you hear me all right signal is not very [sys] i can [usr] good [sys] hear can [usr] ok [sys] you hear [usr] er [sys] me [usr] just ring up i've got a blocked drain [sys] ok i can i take some details do you have either your home [usr] i'm [sys] care [usr] i'm [sys] number [usr] the landlord [sys] or post code you're the landlord can i take -huh [usr] sorry just gonna just start [sys] i [usr] again [sys] was just [usr] now because i'm [sys] asked [usr] getting [sys] for it [usr] you keep breaking up sorry what it [sys] sorry [usr] is [sys] i was just asking sorry what i need first is the details do you have either the home care number or the post code [usr] i i don't cos it's my father in law's house but i rent off him [sys] right [usr] and he's the one who told me to phone [pii] which i phoned but i'm sure he's got the the full cover i can give you his address i don't know the post code give you his address and name [sys] right [usr] at the end [sys] i can [usr] of his [sys] take that [usr] name [sys] ok i'll take his address his post code then please [usr] i've got the postcode just got the address i can't think [sys] right that's i see i don't know if that'll bring me up if you give me his name please [usr] it's mister [pii] [sys] [pii] is that [pii] [usr] [pii] [sys] right ok let me see if i can get that up [pii] ok do you have his telephone number [usr] i've got it on my mobile i was just a quick look for you i haven't got his home number [sys] ok [usr] i've got his [sys] doke right that's fine [usr] let me just go back do do do contacts it is sorry you got it it's [pii] [sys] yes [usr] [pii] [sys] you're [usr] [pii] [sys] fine that was [pii] [usr] [pii] [sys] at the end [usr] [pii] [sys] ok see if that's going to bring up any information for us ok i've got some details coming up now [usr] is it [sys] that's coming [usr] address [sys] up [usr] is [pii] [sys] for 1 30 close no [usr] sorry [sys] it's coming up for one it's coming [usr] that's [sys] up for [usr] why [sys] one [usr] i live that's the address i'm at that's where i'm [sys] [pii] [usr] at one his address is one sorry close and then [sys] ok [usr] [pii] [sys] right what it's telling me is the cover is completed there he doesn't have any cover with us [usr] right ok is that is is this british british gas is it [sys] it is -huh [usr] all right [sys] right [usr] it might be home served then he's got it with [sys] it might be home serve yes he's not had any cover with us for a few years [usr] right ok [sys] ok ok if i was looking to set up cover with us they would need to just call back and we can look at setting up some other cover but it [usr] i [sys] might be home [usr] i will [sys] serve [usr] do [sys] -huh all [usr] i think [sys] right [usr] it is [sys] sorry [usr] i think i [sys] about that [usr] now it is home ok sorry [sys] ok [usr] to have bothered you [sys] not [usr] ok [sys] at all [usr] thanks [sys] thanks [usr] thanks [sys] bye bye [usr] very much thank you bye | 0Appointment / Booking
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[usr] no [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 [usr] get that off [sys] in a few [usr] head [sys] easy [usr] get [sys] clicks [usr] that off us [sys] visit dino dot [usr] don't [sys] com [usr] do that [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've reached how can i help [usr] hello there mate i've got a bit of an issue with my train underneath my kitchen window which is it comes down from the gutter in and the washing machine and everything goes down there and it's blocked [sys] no problem comes down from the gutter in and you said the the washing machine runs out [usr] the [sys] to it [usr] the the washing machine the sink and the dishwasher all go down the same pipe down to it's just underneath the kitchen window at the back it's a standard [sys] no problem [usr] try not [sys] no problem do you have a british gas home care policy that covers your plumbing drains [usr] no we don't [sys] no no that's fine is it a commercial or domestic property [usr] er it's just er just domestic [sys] no problem can i take the post code please [pii] [usr] it's [pii] [pii] [sys] [pii] excellent and i can get the first line of your address please [usr] er it's [pii] [sys] thank you holding this address now [pii] you what excellent can i take your name please [usr] er my name's [pii] [sys] yep [usr] [pii] do you name my surname [sys] yes it's [pii] [usr] [pii] [sys] perfect right in the moment and is this is this number you're calling on the best contact number to get you on [usr] that's the one [sys] ok is anybody with covid shieling from covid or any vulnerabilities on site [usr] no no no [sys] perfect and are you happy with payment on completion either cash or card [usr] yep how much would that be by you [sys] if we book it in for this weekend if you for today including va £212 [usr] cool [sys] and if we get it in for if you gotta wait until monday it goes to 100 and £70 [usr] but both at work on monday it'll have to be the weekend [sys] no problem at all [usr] wednesday [sys] anyway [usr] wednesday would be a good option cos my wife's off [sys] well right let's have a look if we can get get wednesday in package standard time right i see right let's have a look for wednesday i'll have to give them a call cos i'm gonna need a code for wednesday you can get wednesday done is it all right if i just put you on hold for a second [usr] not a problem mate [sys] cheers thank you dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] 24 hours a day 365 days a year provided by local teams of highly trained and equipped engineers whatever your problem or situation an expert dino engineer will visit your home or premises and provide a quote free of charge and without obligation for your peace of mind we provide a 24 hour emergency response seven days a week 365 days a year all work is guaranteed you'll pay no call out charge and work is carried out by local engineers when drains stop working you'll need the problem solved quickly efficiently and at a fair price trust dino rod the market leader in drain services for homes and business across the [pii] offering fast reliable service no call out charges and fixed prices visit dino dot com for further details or to book an appointment online would you to save water but are not sure where to begin dyno plumbing can help we have a range of water saving devices available to find out more visit dino dot com today being on the phone when driving can put you and other road users at risk please stay safe our agents will ask you to call back later if you're driving did you can now request plumbing and drains appointments online in just a few easy clicks visit dino dot com and use our online booking form from burst pipes to blocked drains you can find emergency numbers and advice to help you with your problem visit dino dot com today hello [usr] you are there buddy [sys] hi sorry about that thanks for holding it took a couple of minutes to answer right yes that's all booked in for wednesday [usr] okey dokey then [sys] wednesday the fourth the the engineer should give you a call before he arrives can't give you much time wise or when they'll be there but you should get hopefully get [usr] that's [sys] on [usr] that [sys] on wednesday [usr] can i give you my wife's mobile number then because it's alright cos i'll be at work and she's off [sys] no problem [usr] probably best to ring are you ready [sys] yep [usr] it's [pii] [pii] [pii] [sys] [pii] perfect and what's your wife's name [usr] er [pii] [sys] [pii] perfect right thank you very much for that that's all booked [usr] right [sys] in [usr] not a problem mate cheers [sys] all right [usr] for [sys] well [usr] that mate [sys] cheers [usr] bye [sys] buddy bye bye bye [usr] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the [usr] bye [sys] right team if you need any help with a drainage problem press one [usr] 61 [sys] if you require our plumbing services did [usr] drainage [sys] that you can now book drainage services online in a few easy clicks visit dino dot com for [usr] when [sys] details [usr] it them [sys] alternatively please hold and your call will be transferred to a customer service advisor [usr] i did i did [sys] we record calls for quality and training purposes you're through to my name is [usr] bye [sys] how can i help [usr] hi i'm phoning about my parents' property they need their drains flushed through [sys] ok is is is the toilet blocked or what exactly is blocked [usr] it's the outside drains and then it's [sys] you [usr] going [sys] check them [usr] brown through the toilet [sys] are you backing up through the toilet when they flush her or something [usr] sorry bear with me a moment is this on speaker can you take it off for me sorry just bear with me [sys] no [usr] hiya sorry that's bad [sys] that it [usr] it's a problem they've had you've been out to them before they've got quite shallow drains out the back and they have to be flushed through the water in the toilet is starting to go a little bit brown they know that it now needs flushing through [sys] ok bear with me a quick second it's a commercial or domestic property [usr] domestic [sys] ok and what's what's the postcode please [usr] [pii] [sys] and the first line of the address [usr] [pii] [sys] ok and what's your parents' name [usr] it's [pii] [sys] ok bear with me a quick second one second let me see all right let me just set this up and do they have any cover with british gas for plumbing or drains [usr] no [sys] ok and what's the best contact number to reach is it would it be yourself or would it be a person that [usr] y [sys] i'll be reaching out to [usr] call me do you want me to tell you [sys] ok [usr] it it's it's [pii] [pii] they're very old and my mum's got memory problems [sys] ok and what's your name please [usr] it's [pii] [sys] ok ok just based on what you're saying then assume that there's there's some vulnerability within the house if ok bear with me a quick second i'm just put a note down section i'm just gonna look for the next available time slot let's see what we have here ok the i've got a i've got a time slot for either between eight and one or one and six on monday how is that [usr] that'll be fine [sys] which 181 or one or one six monday [usr] 81 [sys] ok now the engineer will call prior to arrival in terms of cost it's 100 and £70 which already includes va t and that price would usually stay the same unless it's something that has to do with crack pipes some conveys where they have to take in which case they then give you a different quote if you accept the quote given you can pay by cash or card and completion if you refuse any any quote giving they will not do any work but you will not be charged even there's no call out fee if you're happy with that i can book you in [usr] that's fine will they call me for payment is that ok [sys] yes yes [usr] ok [sys] or [usr] cool [sys] or or if they or if you can move the money to them if you're not around as long as somebody's got a card they have a card machine you know which [usr] they're [sys] way [usr] not [sys] that won't be [usr] can you do you take cash [sys] they do pay cash [usr] all [sys] that's [usr] right [sys] fine [usr] probably leave cash then all right [sys] ok not a problem well that's been booked in for you now [usr] brilliant all right thank you that's [sys] right [usr] great [sys] take care bye [usr] thanks [sys] bye [usr] a lot 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 services did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] speaking how can i help [usr] hi i've got black drain outside and i can't seem to be able to unblock it i was wondering if there's any chance you could help us with it [sys] is is it a commercial or residential property [usr] it's a residential property [sys] any home care cover at all with british gas [usr] no no no we haven't no [sys] ok and can i take the postcode of the address please [usr] [pii] [pii] [sys] and the first line of the address [usr] [pii] [sys] bear with me a moment please [pii] [usr] that's right [sys] can i take your first name please [usr] [pii] [sys] and surname [usr] [pii] [sys] and a contact number please [usr] [pii] [pii] [pii] [sys] [pii] [usr] [pii] [pii] [sys] thank you ok it's a block drain outside did you say sorry [usr] it's i've had try and clear it but i haven't had no luck with it really i don't really have finished [sys] ok that's fine is it overflowing at all [usr] it's coming up over the top now [sys] and is it toilet waste or waste water [usr] it's hard to say but with the toilet waste it's the kitchen one and was the toilet waste on a separate pipe or is it the same pipe [sys] are you asking me or someone else sorry did you say [usr] well i don't know i'm not sure but it's a bit mucky in there but whether it's toilet waste i'm not sure it's the waste to the kitchen sink and then the bathroom sink as well i think both of them are blocked [sys] the kitchen and bathroom sink are locked [usr] no they're not but the areas is blocked outside [sys] wow ok and do you have bathing facilities and also a toilet that you're able to use [usr] at the moment but i'm not sure [sys] sorry your [usr] they [sys] reception [usr] used the charge [sys] is not very [usr] when they [sys] clear [usr] pass on it wait a minute i'll just try and get a better signal is that better hello [sys] that was better [usr] i'm not sure i remember you told i back back up if we used [sys] i'm [usr] it [sys] losing [usr] i'm not sure [sys] you again the reception is not clear [usr] i go outside and can how was that is that better for [sys] that's [usr] you [sys] better that's better [usr] i'm not sure about the toilet because we haven't used it but [sys] ok have you have you tried flushing it to see if it if it works or if it raises or if it makes the drain [usr] i i've bought some of them rods from screw fix i'll not have much to do with it really and no i'm not a bit stuck at the moment [sys] it's just that we can see if we can arrange something as soon as if if you've not got access to a toilet that you're able to use we can try getting someone to call today [usr] ok thank you [sys] ok that's fine there's no call out charge the [usr] ok [sys] starting price between eight and six is £237 which includes va t [usr] hello [sys] hello [usr] sorry what you say [sys] it's £237 which includes va t any additional cost they let beforehand and they take payment on completion cash or card is that ok [usr] that's fine [sys] ok i can schedule that in as an emergency and they'll call you before arriving [usr] before when sorry [sys] before they arrive [usr] ok within the next few hours will it [sys] i don't know when it will be unfortunately because it's obviously christmas eve is quite busy [usr] i [sys] we can't really give a time [usr] all right then ok thank you very much [sys] all right take [usr] thank [sys] care thank [usr] you bye [sys] you [usr] bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can [usr] i don't [sys] now book [usr] know [sys] 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 my name is [pii] how can i help you today [usr] hi i'm looking for a professional person for block drink i found the sea sea [sys] sorry you've got a block drain is that right [usr] i need someone help [sys] you [usr] me [sys] need somebody else no problem do you have british gas home care cover for your plumbing and drain [usr] we use the british gas [sys] would you do you do you pay for the plumbing and drains cover do [usr] i'm not sure you mean if [sys] if you're not sure it's ok i can check that for you is it a commercial or a residential property [usr] commercial [sys] is it your is it a commercial city is it a business all right ok no worries can i take the post code [usr] s for sugar s for [sys] [pii] [usr] [pii] [pii] [sys] ok bear with me have you used before [usr] we take a bus over only a few weeks ago and then i i we just find a block drink outside just next to our block next to our shop is blocked i need someone [sys] ok [usr] come here [sys] is [usr] for [sys] that that's fine that drain that block is that your responsibility [usr] yes yes [sys] right ok no worries it doesn't look you've been we've been out before [usr] is it you been before or i don't [sys] no [usr] know [sys] no [usr] for the old [sys] i can't [usr] owner [sys] i can't find an account for you what i'll do is i'll just create a new account just bear with me with commercial the way it works i don't know whether how works we don't charge for a call out our engineers will come out assess the situation and give you a quote if you're happy with the quote and they do the work you pay them on completion by card or cash if you're not happy with the quote and they haven't done any work you don't pay them anything we can we don't [usr] you [sys] give [usr] mean [sys] prices [usr] somebody you mean somebody will come here have a look at the situation first [sys] yes that's right [usr] and [sys] and [usr] then [sys] they'll give you the quote [usr] then and and then he he will give me the price for the for the [sys] they'll give you the they'll give you the price before if you agree with it they'll do the work if you don't agree with it they won't do the work [usr] do normally how much it will be [sys] with commercial properties we don't give prices over the phone but our engineer will discuss that with you prior to doing any work he'll discuss that with you with commercial ones we it goes on the system as an emergency our out of hours engineers will be in touch with you as soon as possible when we book it in do you want me to book it in [usr] this is an emergency problem for us because it's a block [sys] yes [usr] it's not good for the the labor keeper complaint we need to sort our problem as soon as possible [sys] ok no worries let me just do that for you just bear with me one second can i do the house number the the number of the property the house number [usr] [pii] [sys] [pii] i'm just checking if there's any cover just bear with me and what's the name on the account please [usr] is [sys] sorry what's your name [usr] [pii] [sys] no is there somebody else it might be under somebody else's name i've got a mister it's a gentleman [usr] mr it it's new we take a business over its new owner only [sys] all right [usr] a few [sys] you're a new [usr] weeks [sys] owner [usr] now [sys] i'm just i was just trying to check if you had any cover but let me just check [usr] you just [sys] just bear [usr] check [sys] with [usr] for [sys] me [usr] me is there any cover or [sys] that's what i'm doing but i need to [usr] you [sys] i [usr] know [sys] need [usr] we [sys] you to just confirm [usr] we [sys] your [usr] use [sys] name [usr] we we use for british gas upstairs and downstairs is the same building is it cover for british gas as well [sys] do whether you you pay for the plumbing and drains cover [usr] i'm not sure i don't [sys] you're not [usr] know [sys] you would have known if you do pay for the plum but it's not coming up on here anyway what i'll do i'll book it in just bear with me one second [usr] ok yes you booking a year in for me and then i arrange the engineer will call me [sys] just bear with me let me just do it and then i'll let me book the appointment for you then i'll confirm everything with you the engineer will come as soon as he'll get in touch with you by phone first and then he'll arrange a time when to come down ok what's the name of the company [usr] the name for the company is new china house [sys] new china house is that a restaurant [usr] it's a shop [sys] shop [usr] shop [sys] right ok ok [usr] food [sys] that's no problem [usr] take away chinese food take away shop [sys] ok it's a takeaway it's a new [usr] it's [sys] china [usr] just on [sys] house take [usr] the main road when you call me you will see straight away you you you come missing it's on [sys] no [usr] the main [sys] that's [usr] road [sys] fine i only ask because i'm creating the account i need the name that's all [usr] ok [sys] the engineer you can can i take your name [usr] [pii] you can just put to [pii] [sys] [pii] it's tm it's [pii] [pii] is that right and what's your surname [usr] [pii] [sys] [pii] [usr] [pii] [pii] [sys] [pii] [usr] [pii] [sys] [pii] right ok thank you and can i take your phone number please [usr] [pii] [pii] [pii] [pii] [sys] [pii] [usr] [pii] [sys] i'm still not getting the last digit i've got it [usr] last two number is [pii] [sys] [pii] ok i've got [pii] [usr] that's correct what we we need the urgent repair is there any possible engineer can call me as soon as possible maybe tonight [sys] i'm trying [usr] or tomorrow [sys] to book i'm i'm trying to book that for you just bear with me one second [usr] ok [sys] can [usr] thank [sys] i take the [usr] you [sys] ho it's ok can i take the house number again please [usr] [pii] [sys] perfect thank you is that is that [pii] [pii] hello it's an external drain that's blocked is it overflowing [usr] flowing [sys] is the is the water gushing out is the water coming [usr] water [sys] out from the drain [usr] water can come out but it's very slow and then we [sys] right [usr] got [sys] ok [usr] i think it's food maybe rice or noodles [sys] right ok it it [usr] inside [sys] that ok [usr] the water [sys] that's no problem [usr] is still the water is still running very slow [sys] that's [usr] take [sys] no [usr] long [sys] problem [usr] time [sys] it's a it's a drain outside that's blocked it's the outside [usr] outside [sys] drain [usr] outside in the [sys] right [usr] in the building [sys] ok ok no worries just bear with me one second [usr] hey you want to call me [sys] is there anybody at the property that has any medical conditions or vulnerabilities that we need to be made aware of [usr] no no no no everybody very healthy no worries [sys] ok thank you and [usr] you won't [sys] can i also ask are you gonna be there at the property when the engineer comes because payment if they do the work you will have to pay pay by card or cash is that ok [usr] that's fine if we [sys] ok [usr] we happy in the price we we we can let the engineer carry on for repair a job for [sys] and and [usr] for [sys] you will be you will be on site there will be somebody [usr] we [sys] there on [usr] will [sys] site [usr] be here i will be here no worries [sys] ok thank you if you've got a pen handy in the meantime i can give you some details if you wanna grab a pen if you don't have one [usr] you want me to write down what [sys] i'm gonna give you a reference number you can write down the reference if you wanna in case you need to get in touch with us again ok [usr] er [sys] do you have a pen there [usr] i'm ready now [sys] ok it's d for delta y for yankee dash w for whiskey o for oscar dash 348 [usr] sorry [sys] 348 27 37 the engineer will be in touch with you as soon as possible now it's been booked as an emergency on system the engineer will get in touch and arrange an appointment when you come down with you directly ok [usr] you mean emergency repair normally 24 hours [sys] usually it's we we we don't really give you a time frame but it does go as an emergency but you should hear from the engineer as soon as possible [usr] you pass [sys] it [usr] my [sys] is [usr] number [sys] it [usr] to [sys] it [usr] engineer [sys] is 24 [usr] now [sys] hours it is it is 24 hours you need to wait for the engineer to ring you if you don't hear if you don't hear from them within the next two hours give us a call back i don't the thing is i don't want i don't want you to keep waiting in case you want to get somebody else out sooner but it does what i'm trying to explain is it has gone on to our system as an emergency and our engineers will be in touch with you as soon as possible i can't get i can't give you a time but what i would say is if you don't hear from the engineer in two hours give us [usr] hm [sys] another call back we'll see what's going on ok [usr] ok no fee for the calling out [sys] no no you you won't be charged for a call out no [usr] ok because my labor introduce your company to me and they say you are a good company and then i can try call you ar [sys] all [usr] in the repair [sys] right [usr] that's why i i find you ok i wait [sys] ok [usr] if i'm not hear anything i will give you a after two hours now it's 20 past five after two hours will be 20 past seven i ring you half past seven if i need after half past [sys] that [usr] seven if [sys] that's [usr] i need it are you there [sys] that's [usr] 24 [sys] fine [usr] hours [sys] yes our lines are open 24 7 [usr] ok ok thank you love ok [sys] ok no worries [usr] thank [sys] thanks for [usr] you [sys] your call 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 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 speaking how can i help [usr] and i've just been on the phone about five minutes ago to one of your colleagues about a drainage problem the postcode was [pii] [sys] [pii] [pii] have you booked a job with us [usr] no i'm just gonna book it now [sys] ok no problem have you got british gas plumbing and drainage cover [usr] no i don't think i'm i'm ringing [sys] ok [usr] on behalf [sys] is [usr] of [sys] it [usr] someone [sys] ok [usr] else [sys] ok is it a residential or commercial property [usr] not sure a resident [sys] no no is it [usr] residential [sys] a house or [usr] residential [sys] is it a shop [usr] it's a house residential [sys] ok no problem and you who who are you really on the behalf of [usr] i'm ringing on behalf of a man called [pii] [sys] sorry [usr] ringing on behalf for [pii] [sys] ok is it your friend or your family [usr] father-in-law [sys] ohh right ok no problem and the drain is it is it the drain is block or you need a plumber plumber or a drain guy [usr] i i explained to the the other fellow before what it was he's having a new toilet fitted [sys] ok [usr] and for some reason it's coming back up the toilet and running back through the bath [sys] right ok [usr] it's got a blockage somewhere along the the [sys] no [usr] type [sys] problem ok of course right they don't have a british gas of can you please confirm the full post code again [pii] [usr] [pii] [sys] and what's the first line of the address please [usr] [pii] [pii] [sys] [pii] [pii] [pii] thank you sir would you to book a job under your name or your husband's name [usr] no put it under his name it's his house [sys] ok that's fine thank you can you please confirm your full name for me please [usr] it's [pii] [pii] [sys] [pii] [usr] [pii] and his contact number [sys] yes please [usr] is [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you how many to do they have in the house [usr] what [sys] and can they not use the toilet [usr] well not at the minute they keep saying that it keeps walking back up through the bath [sys] right would you to book an emergency appointment for tonight or can you wait till [usr] he's gonna he's gonna have to [sys] ok [usr] wait till tomorrow what was the price again again on that [sys] if it's an emergency appointment for tonight it's going to be £212 if you wait till tomorrow or whenever the next available appointment is between monday to friday between eight and six o'clock is 100 and £70 [usr] 170 can you get someone else tomorrow please if that's possible [sys] yes ii i can have a look i can't promise i need to check the calendar and see if there's anything available i can book you in [usr] ok [sys] the toilet is blocked and it is sucking up and water coming from shower [usr] through to the [sys] what's going on has anybody got any medical conditions or any vulnerabilities [usr] not that i'm aware of [sys] ok that's fine thank you the next availability which we have is on wednesday sir [usr] on wednesday [sys] all the appointments have been booked all the appointments have been booked for tomorrow tuesday nothing available next availability is on wednesday 20th of september [usr] what time is that [sys] it's all day appointment between 8 a.m. till 6 p.m. but engineer will give you a call on the day prior to arrival half an hour 25 minutes [usr] ok then all right can you book that in please [sys] yes no problem thank you you will receive a text message on that mobile number which you have provided to me that your appointment has been booked and confirmed and the message will come on your mobile in the next few minutes and [usr] it [sys] get [usr] on my [sys] a point [usr] one or this one [sys] no i have put the mobile number which is [pii] do you want me to put your number as an alternate number or [usr] no that's fine as long as it goes through him that's fine [sys] on the day can you please ask them to please keep the mobile with them all the time because if they don't answer the call when the engineer is going to call them he's not gonna turn up because if the customer don't answer they go to the next appointment they think that the customer might not at home or something you need to answer the mobile call please thank you [usr] right ok i'll let him know [sys] thank you much it's all been booked and confirmed you will receive a text message they will receive with your father in law on your on the on the mobile that it has been booked and confirmed for 20th [usr] ok [sys] of september [usr] thanks very [sys] wednesday [usr] much [sys] morning thank [usr] ok [sys] you sir take care [usr] thank you bye now [sys] cheers bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press 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 hassle mc dino how can i help [usr] hey good afternoon sorry to bother you i'm ringing up i'm at my parents' house and they've got a bloke drain it's a down it's a downstairs toilet and i've tried to put the drain rod through it and it's not working [sys] ok you're calling to get a job booked in [usr] please [sys] that's fine and is that the only toilet in the property [usr] no there's one upstairs for the disabled [sys] right ok that's fine and is have they got a cover with british gas for plumbing and drains [usr] i don't think [sys] that's fine and could i get the postcode [usr] it's what postcode [pii] s [pii] [sys] yep that's fine i just gotta quickly [usr] ok [sys] just make an account just bear with me a few seconds but just to let how it works there's [usr] yep [sys] no call out fee engineer would come take a look at the work and provide you with a quote [usr] ok [sys] that quote to unlock the toilet should be around 100 and £80 [usr] right [sys] you can say yes or no to this and this payment upon completion by cash or card [usr] that's fine i think it's not gonna be that quite straightforward the po the toilet's blocked but it's about a meter from the pipe to the manor but i've got a disabled brother as well that's been trying to rod this and he one of the rods with a bung on the end and it's still in the pipe [sys] right ok that's fine can i get the first line of address [usr] it's [pii] duck duck [sys] perfect found [usr] se [sys] it [usr] double t dog set you found [sys] you [usr] it [sys] said the 41 [usr] 41 [sys] perfect and can i get the first and last name i pop on the account [usr] it will be hold on a minute just a second it be my sister's name [pii] you're gonna put your name on account it'll be [pii] [sys] and would she be the best one to contact and can i get her best contact number [usr] what's your number [pii] [pii] [pii] [sys] and have they got an email address they provide [usr] no no i'm not they don't know emails [sys] that's fine perfect i'm just gonna quickly just jot down the issue and are there any vulnerabilities on site the engineer should be aware of [usr] any what sorry [sys] vulnerabilities [usr] no no if there's a it can park straight outside the drain it's on the front of the property and there's a skip and there's a manhole directly behind the skip and then that's where the drain is [sys] right perfect the earliest that is coming up on the system is next wednesday the [usr] no i'll [sys] earliest [usr] have to [sys] availability [usr] be all right [sys] there are [usr] that's fine i've [sys] perfect [usr] taped the toilet up at the minute and told them not to use it [sys] perfect i'll get that booked in now [usr] that was [sys] [pii] will get a text message soon just to confirm it's been booked in and then [usr] yep [sys] on the day the engineer will ring herself to give her a rough eta when he's on the way [usr] right ok that's fine [sys] perfect thanks for [usr] ok [sys] your time [usr] thank you very much thanks bye [sys] take care bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it reads 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 morning you're through to how can i help [usr] a good morning i'm just wondering i'm a scottish gas engineer and i'm just wondering if i could get a appointment for this customer please [sys] what's the customers post code [usr] [pii] [pii] [pii] [sys] saying she calls up [pii] [pii] was that [usr] yep [sys] and what's the house number [usr] number [pii] [sys] what's the name of the customer [usr] mister [pii] [sys] ok ok that's fine what's the problem [usr] he's just got a problem with his bathroom tar on his bath i think it's something to do with the cartridge or the washer just not flowing out properly [sys] is it leaking or [usr] no just not flowing out properly [sys] it's just not working [usr] aye goes to [sys] right [usr] a trickle after a second if what i mean and i can feel it as soon as you you turn the tap it's only opening quarter of a ton where you turn the other one you've got three or four tons on it to get it open it's something to do with the cartridge or [sys] right [usr] wall and the tap but obviously i'm i'm a gas side of it i can't touch it there's no major rush according to the customer [sys] no vulnerable people is there at the property [usr] well it would be classed as with with age but there's no there's no major rush for this as as a gentleman said [sys] right no worries that's fine [usr] just as long as it's in action and moving if what i mean i'm [sys] absolutely absolutely i haven't got any availability till the 10th anyway we'll get it set up da da da da what's his contact telephone number [usr] [pii] [pii] [pii] [pii] [sys] fantastic i'll get that booking for him now it's an all day appointment but i say it's on the 10th [usr] right ok perfect that's great [sys] no [usr] i'll [sys] worries [usr] mention that to him perfect [sys] cheers [usr] thanks very [sys] take [usr] much pal [sys] care [usr] cheers bye [sys] all 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 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 [usr] [pii] [sys] for quality and training purposes dino is one of the [pii] leading plumbing and drain service through to dino past british gas speaking [usr] when you can i'm calling from the ship in [pii] and we have got two blocked toilets and our plumber has said that they think it's a job that we should call yourself for to see if you could come out to help us [sys] ok do you have an account at all [usr] i i don't think we've got an account with dial road [sys] that's fine no problem how it would work is there a place of work did you say [usr] yes huh [sys] how it would work then is we would take the details from you pass it over to the local office and then get them to call you back with availability and price [usr] yep that would be perfect [sys] what's the postcode [usr] [pii] [pii] [pii] [sys] and is the billing address the same as the site address [usr] yes that's correct [sys] and what's the first line of the address please [usr] the shipping [sys] the shipping [usr] yep [sys] is it a public house or [usr] yes it is [sys] searching for it now are you the contact that we need to speak to and your name please [usr] my name's [pii] [sys] and your contact number [usr] is [pii] [pii] [sys] i lost you then sorry [usr] sorry it's [pii] [sys] i've got [usr] [pii] [sys] [pii] is anybody vulnerable on site [usr] sorry [sys] anybody vulnerable [usr] no [sys] and it where's block did you say [usr] two toilets and our ladies toilets [sys] right ok i've got enough details here now i'm gonna pass it over to the local office they should give you a call back shortly with availability and price [usr] perfect that's great thank you [sys] thank [usr] much [sys] you bye [usr] bye [sys] now | 0Appointment / Booking
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[usr] we got the cats in the box a shoe laer wow this the banging tune that you [sys] hello dan plumbing how can i help [usr] hello i i need somebody to unblock a drain today if possible please [sys] it is £245 for us to attend is that ok [usr] ok [sys] and the first line of the address [usr] it's [pii] [sys] and your postcode [usr] [pii] [sys] [pii] [usr] [pii] [sys] and your name [usr] [pii] that's [pii] am [sys] and is this the best contact number that ends in [pii] yep and do you have an email address [usr] it's two [pii] that's the number [pii] [sys] and what is the problem at the property [usr] there's a a drain at the back of the property which is outside which is blocked and overflowing and it's backed up into the bathroom [sys] is there shared drains or receptive tank at your property [usr] no it's mains but it's it's quite a long way from the road it's about probably need about 40 or 50 m or something pipe [sys] ok is it just affecting the bathroom or everything at the property [usr] i think it's just a bathroom it's all in the bath and the and the shower grim [sys] i can't imagine that's ideal the engineer should be out with you within the next four hours and he'll give you a call when he's on his way and it is payment on [usr] cool [sys] completion [usr] thank you very much does he take a card [sys] they take [usr] or is [sys] card [usr] it cool [sys] all right [usr] all [sys] perfect [usr] right thank [sys] thank [usr] you very much [sys] you bye [usr] all right 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 bank how can i help you [usr] hi i just wondered if i could cancel a job that was raised for this evening cos i've had to get a private plumber out because you guys are useless and and i haven't responded in the time that i needed it to be [sys] ok i'm sorry to hear that what's the post code please [usr] it's [pii] [pii] [pii] [sys] thank you and your name please [usr] it's er missus [pii] [sys] thank you and the address there please mr [usr] er i was just giving you the post code and it's number [pii] [sys] thank you ok that has been canceled to your request [usr] ok lovely thank you can [sys] well thank [usr] you [sys] you for your call [usr] can you advise me because ii i mean i spoke to someone before i've already raised a complaint anyway but can you advise me how the best way to cancel the plumbing part of the british gas because i've got you as part of i think it used to be called home care 400 i'm not sure if it's still the same but i i'm i'm gonna cancel having diana park a having the plumbing services of this because when it it's come to what i deem to be an emergency ie the only toilet in that house that's not been usable and i phoned well now it's six hours ago but i've managed to get someone out in the last hour job completed payment done i could have done that five hours ago and it would have caused far less stress [sys] i understand [usr] going [sys] what [usr] forward [sys] you're saying [usr] going forward how do i how's the best way to cancel your side of things [sys] ok well it saves you going back and forth as well what i can do is arrange for one of my customer care team colleagues to ring you and and then you can follow through with your request with them and they're confirming [usr] ok [sys] that [usr] that's [sys] with [usr] fine [sys] you as well [usr] that's fine [sys] can i take the best [usr] is [sys] phone number [usr] is that [sys] for you please [usr] it's [pii] [pii] [pii] but would this be monday to friday as opposed to tomorrow [sys] that's that's right it would be because [usr] the problem [sys] the [usr] the problem [sys] customer [usr] is i teach i teach if you could put down i'm only available on the wednesday afternoon or the friday afternoon cos that's my admin time i teach the rest of the time obviously i can't pick up phone calls [sys] that's fine i'll [usr] but [sys] put it down [usr] that [sys] for [usr] ok but otherwise i i would have to find another way to i don't know if i can do that online or not i just need to or if i have to give notice or whatever it is but it's proven tonight to me that i'd rather have a savings of money to call for something this and to be paying because it's not worked having the the the home cover [sys] sure no that's fine i'll put it down for wednesday which will be the fourth in the afternoon for you on that [usr] perfect [sys] mobile number ok [usr] after 1 30 is when i'm available [sys] ok [usr] lovely thank you very much [sys] thank you for your call i appreciate that [usr] ok thank you ok bye thank [sys] bye now [usr] you [sys] missus [pii] [usr] thanks | 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 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 my name is [pii] how can i help you today [usr] hiya i got an external drain blockage y it's in a manhole filled up at the minute it's from the manhole to the road somewhere [sys] ok no problem is this a domestic or commercial property [usr] domestic please [sys] and do you have british gas home care cover for plumbing and drains at all [usr] no i don't know [sys] no have you used our service before [usr] no i haven't no no [sys] could i go through our prices with you before we start [usr] yes ok please [sys] ok on a sunday our prices start from £224 including including va t that's 8 a.m. to 6 p.m. after 6 p.m. it's from £270 [usr] yep [sys] as that's classed as out of our payment would need to be made on the day after works completion via cash or card is that ok [usr] ok what what's the price on a monday sorry it was different it was a weekday [sys] on monday i it is on monday our prices start from 100 and £70 including va t that's 8 a.m. to 6 p.m. after 6 p.m. it's from 220 sorry £212 that's classed as out of our but we are having a price increase on tuesday instead of it being 100 and £70 on tu on tuesday it'll be 100 and 80 [usr] ok [sys] on the monday it's 100 and 70 then we're having the the price increase it'll go up to 100 and 80 from tuesday [usr] right i see ok all right could could i book it for tomorrow morning then or not [sys] i can have a look for you could i have [usr] ok [sys] your post code the first line of your address and your name please [usr] it's [pii] postcode and the address is [pii] [sys] could you spell that please [usr] [pii] [pii] [sys] [pii] [pii] [usr] yes please yes [sys] and your name [usr] as [sys] please [usr] well i'm uninsured [sys] and surname [usr] [pii] [pii] [pii] [sys] thank you [usr] thank you [sys] ok i'm just gonna pop these details on the system what i would have to do you see is i have to pop all the details on the system and then at the end it generates the availability for the local office in your area and then we can find out if we can get somebody out for you just take a moment i'm just checking that we do have a local office in that area which we do that's fine i totally doing that there you go you mister what and will you be the person that's present when the engineer calls [usr] yes i can be there i work locally i can put pop home again that's fine [sys] could i have your best contact number please [usr] yes [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] thank you right and it's a blocked rain manhole and mandarin and street and is it overflowing at all that drain [usr] no it's not at the minute no [sys] no and do you have a toilet in the property that you can use that's not going to be affected [usr] no i don't no my my parents live just real close to me i just think i could use their their place at the minute [sys] right that's fine and is there anybody at the property classed as vulnerable [usr] no [sys] that could [usr] no [sys] be affected by the issue no thank [usr] but [sys] you right i'm bringing up the availability now we can try and get somebody in for out for tomorrow for you let's see what's available [usr] do you have any of it do you do can you see if you got availability [sys] i [usr] today as well or not or is it just tomorrow is good for [sys] i've got i have i've got an all day appointment for today or an all day appointment for tomorrow it is an all day appointment now that's between 8 a.m. and 6 p.m. [usr] well ok how much is the one today as well it was 200 about 240 [sys] it's [usr] quid [sys] two it's £224 for today [usr] i [sys] and it'll [usr] have sorry [sys] be [usr] i [sys] 100 [usr] just booked [sys] and 70 [usr] sorry i i'll just [sys] for tomorrow [usr] book that one there that'll be fine thanks [sys] for today [usr] yes please [sys] no problem i'll book that in for you [usr] what is that is that [sys] that [usr] a fixed price or what how does that work [sys] well that is the basic fix the basic price what the honest the reason why we say from is because if the engineer comes and he finds that the reason why you're having issues is it's a collapsed drain or [usr] right ok [sys] it's rooted in the drain that then that would require larger machinery and possibly another engineer if it's something that he would explain that to you he would explain what would need to be done and then he would provide a quote for any ongoing works that would be needed [usr] ok [sys] but just to get the drain unblocked and everything running free and clear using the high pressure water jet or rods or and that thing you're looking at the bait the set price [usr] ok i think because it's quite far from the road it must be the drain from the road must be about 30 m i'd say i'd say something that [sys] it's fine we'll we'll be able to sort that for you that's not a problem [usr] cos i did have water did come round before and it was they were they weren't sure if it was their fault but or their problem or my problem but i think they said it's an old it's an old it's an old [sys] an old train [usr] drain and they they they did to be fair they did say it would probably happen again at some point [sys] that's [usr] is [sys] fine [usr] there anything is there anything that can be done about that as well or not [sys] you could speak to the engineer they might be able to change the drains but it would be a lot of work obviously because they'd have to dig up all your property to change the drain either that or they might be able to put a it's a a covering on the inside it's a tube a sheet [usr] that's what i was wondering [sys] which [usr] i was wondering if that was a possibility i'll speak to them then when they're in and that's fine all right [sys] if you if you speak to them when they 10 ok as soon as i confirm this booking you will receive a text message this will contain your booking confirmation it will also contain a booking reference number just in case you need to contact us for any reason and the engineer will also give you a ring as soon as he's on his way [usr] ok great do i that cash or card or pay [sys] by a cash or card [usr] either [sys] after he's completed after work's completed [usr] ok [sys] and that's all booked in [usr] that's great alright thanks for that i do [sys] no problem [usr] all [sys] i hope [usr] right thank [sys] you get [usr] you [sys] sorted and have a lovely day [usr] you too thank you thanks for your help [sys] take care [usr] bye bye [sys] now bye [usr] cheers [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 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 speaking to [pii] at [pii] how can i help [usr] good afternoon i've got a problem with my drainage it's backing up a bit and i need it need to get it sorted out now i realize it's new year's day today and you you're based in [pii] aren't you i'm in [pii] i don't know if that [sys] well [usr] makes a difference [sys] we're based nationally you you're not through to the local office this is [usr] right [sys] a central call center thing [usr] right well as i say i've got i've i've got a problem with my drains at the outside it's been backing up a bit and i need to [sys] ok [usr] get it sorted [sys] do you have a working silent in the property [usr] yes [sys] and you said that it's backing up is the is the sewage overflowing out outside or anything [usr] it it has that's exactly it's it's at the side of the house it's sewage has been flowing outside a bit [sys] it has been but it's not currently [usr] it's not currently no [sys] right in regards to attending we wouldn't be able to attend today with what you described [usr] no [sys] because you've said you've got an you've got a working toilet the earliest that we could possibly attend would be from tomorrow onwards depending on availability i'd have to take a few details and then check the availability to see whether we can get someone out [usr] well my address is as i say it's a [pii] address [pii] [sys] well that's all right if i can take your postcode please [usr] sure [pii] [pii] [sys] one [usr] [pii] [sys] ok i take it you've not got a british gas home care policy or anything [usr] no no i haven't no [sys] ok first time when did the problems first start [usr] quite recently it's a bit difficult to say i've been away for a bit of christmas but it's it it's a problem we we thought we'd had fixed last year but it seems to have come back it just seems to be stuff coming out at the side side drainage it's a bit difficult to describe really because our house is is more oblong than traditional shape but it's coming out at the side on one of the drains at the side i've tried i've tried this morning i put a a hose down and one thing and another but it's it's not having any effect [sys] unfortunately a hose is is not gonna have enough pressure to move [usr] exactly [sys] anything did you say it was [pii] [usr] that's right [pii] [sys] [pii] ok do is the drain shared with any neighbors at all [usr] no i don't think it is no it's a good question really because one of the guys who did it last year said i think you've got you've got leaves and one thing and another blocking but to be quite honest i put guards on on things i don't think it's that i don't know if it's the main sewer i i really don't know because no camera was put down or anything that it was flushed through and it's been all right until recently [sys] right just let me just have a quick look at something trying to see it on tv is that with what you're saying you said that it was it back it up have you come back from being away and it's been overflowing [usr] i mean we've come back and we've used somebody had a bath somebody we've had we've had i've had my daughter and a partner up from from [pii] for a couple of days and showers and things that have been used much more than normal but it's just started to back up a bit then at the side simple as that really i can't describe it any other way [sys] right i'm just looking at the property on street view just to get a bit of an idea of it the other side is it the side that is towards where it goes around the corner to another road or is it the side [usr] it [sys] towards [usr] the [sys] the house [usr] the opposite side [sys] next door [usr] it's the opposite side [sys] it's the one next door [usr] that's right now i've got a manor right in front of the front door and i know that the last time they got that up and they flushed through the [sys] right [usr] i don't think you'll be able to see that on the drive it's [sys] no [usr] it's [sys] i i can see it's a it's a small concealed man all cover right in front of your front door the only reason i was looking is because from looking at the house obviously it's a detached house it there is a possibility that it's a shared drain if you shared pain then it's the legal responsibility of the water authority to maintain it if it blocks or any you might wanna do i can go through all the booking and everything as soon as you finish with us give united utilities a call tell them that there's a blockage and just ask them to check their systems to see whether that's on a shared system because then they're responsible for clearing it not you they would have to come out and get that cleared up [usr] i do feel it's it that that's been my sense all along that there must be it must be shared in some somewhere i haven't got the drainage plans well as part of the conveyance thing i've been here 16 years now but but i do sense that that may be that may be an issue [sys] it's just looking at the property i i would suspect that that's a shared dream is it that you're on the middle of a hill aren't you [usr] we [sys] towards [usr] are we're on the [sys] the bottom [usr] slight [sys] of the [usr] gradient [sys] hill that sewer is gonna be running right the way along the front of all of the properties all the way down that will definitely be shared at the front it's whether it's he said that the it was at the side that was an issue [usr] in indeed it is [sys] potentially it's shared with your next door neighbor that section but i say we can book an appointment and then as i say i i personally would call united utilities and see if they can come out if i can take your name please [usr] it's [pii] [pii] [sys] and you said you're the property owner would you be the site contact [usr] sorry what was that could you repeat that please [sys] would it be yourself that the engineer needs to contact [usr] yes it would [sys] ok and if i can take a telephone number [usr] i'll give you this [pii] [sys] [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] was that [pii] [usr] [pii] no [pii] [sys] [pii] [usr] correct [sys] and do you have an email address just in case we we need [usr] it's [sys] to [usr] lower [sys] send [usr] case lowercase one word [pii] [sys] alright can i just check the spelling the [pii] is [pii] [usr] [pii] [sys] [pii] [usr] correct [sys] be [pii] [usr] [pii] [sys] [pii] [usr] [pii] [sys] [pii] just in case you need to send any invoices or reports or anything to you [usr] fine [sys] i'll put a few details in and then i'll see what the availability is showing [usr] ok [sys] unfortunately the way our system works is i have to put everything in before i can find out when we can get [usr] sure [sys] there [usr] ca can i just just just just to be clear [sys] hm [usr] i i is there a charge there's no charge for a call out is there or is [sys] no there's [usr] it [sys] there's no call out charge but if they carry out an unblock an unblock starts at 100 and £80 depending on what it is they need to do [usr] 10 [sys] if [usr] days [sys] you just need to r the drain then that's that's quick £180 and then that's that one if it turns out to be anything more severe one of the things that i can see on the street view is that you've got a very large bush at the side of the property if you've got any roots or anything that are growing in the drain then you're gonna need something a mechanical root quarter to remove the roots and then [usr] right [sys] a camera to see what the condition is routes get into drains a lot i can see as i said the bus that runs all the way along the property there's a chance [usr] right [sys] that something's gotten into there there's no way of knowing until they get out there unfortunately [usr] sure i understand that right you you'll get back in terms of either email or [sys] well i'm just gonna have a look now and see when they can come out or what availabilities showing it's blockage outside it was overflowing is there anybody with any disabilities or anything in the property [usr] no no my wife's [sys] ok [usr] had a bad fall i mean she's she's been on crutches for about two months but she's she's fine she's on her way back she [sys] no [usr] get [sys] one [usr] in [sys] we can get someone out tomorrow it'd be an all day appointment it'd be between eight and six but they try and give you a call before they get there to make sure that you've got a heads up [usr] right [sys] if you want me to book that in as i say i can book that appointment and then if you speak to united utilities if they do come out and clear it just give us a call and we'll cancel it [usr] right ok right well let's let's work on that bit i'll i'll i'll give united's utilities a ring now after after fall down are you i'll take it for there if if they say they're gonna come out i'll i'll get back and let [sys] it's as i from looking at the property i i would think that is possibly a chance that it's gonna be shared [usr] the thing is we have got there's quite a big tree just in the adjacent garden you may not be able to see it on on the the diagram [sys] i [usr] you [sys] can [usr] looking [sys] see the the tree on there as well [usr] and that's i don't know maybe [sys] that's [usr] roots [sys] possibly but the other thing with that is united utilities are gonna be responsible for any drains or any sewers that share or anything that's outside of your property boundary if your sewer if your drain runs into the next door neighbour's garden the moment it leaves your property boundary and goes into your neighbour's garden it then becomes united utility's responsibility as well if it's anything to do with that tree or as say as soon as it goes under the bushes it's their responsibility i can give you their phone number if you want as well say if you're having [usr] that'd [sys] to google [usr] be great [sys] it [usr] for you thanks just bear with me while i get a pen if you if you would [sys] no problem [usr] ok right [sys] it's [pii] [pii] [pii] [usr] [pii] [sys] that's [usr] smash [sys] the one [usr] it [sys] as i say if you give if you give them a call and tell them that you you've got a problem you think it's either in a shared sewer or it's on your drain in the next door neighbour's garden they're advised to come out and investigate it anyway [usr] right ok i'm just wondering i well if they if they come out to investigate it whether i'd i'd be better canceling and coming back to you later yes [sys] to [usr] it's [sys] be [usr] a bit [sys] honest [usr] of [sys] just [usr] a [sys] give them a call if you give them a call now we're not gonna be coming out until tomorrow it just saves you haven't book anything and again whatever they say just give us a ring i say it it's not good off our nose to cancel it it's rather [usr] smash [sys] you get your [usr] it [sys] problem sorted and if you can get it done for free as i say the price for our one block starts at 100 and £80 if you get united utilities to do it you're getting it for free [usr] ok smashing i'll i'll i'll give him a bell [sys] yes [usr] and take it as a book for tomorrow assuming that nothing's nothing's happening on their side thanks [sys] that's [usr] ever much [sys] it and everything changes let us know [usr] lovely thanks for your trouble [sys] ok [usr] appreciate [sys] cheers [usr] it thank you bye [sys] thanks bye [usr] 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 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] you're talking to [pii] how can i help you [usr] hi i think we just called you i'm hoping you can hear me better this time [sys] that's brilliant now sorry about that ok [usr] that's fine my mum called on the weekend we seem to have a bathroom blockage the bath will won't go down as quickly as it should and the toilet water will rise and it will stay risen and occasionally between the bath the toilet and the sink there'll there'll be bubbles of air coming up and water will gush out a little bit of the out of the bath and in [sys] ok did you book an appointment did you book an appointment then [usr] no she didn't at the time because they said the prices on the weekend were a bit too much for her and they suggested [sys] right [usr] to call [sys] i'm with [usr] him [sys] you [usr] a weekend sorry [sys] no problem [usr] could you [sys] what's [usr] call [sys] the postcode [usr] me [sys] thank you [usr] it's [pii] obviously we don't have much money but i think it's starting to come through the ceiling and now water dripping down and i don't know if it's related to the blockage or not but the bath water has not gone down [sys] ok if you just calm down i'll get it booked in though what's the first line of the address thank you [usr] [pii] [sys] and she's not got any contract with british class home care that covers this no [usr] i i don't think we have a private landlord and he suggested to call [pii] [sys] now let me just check it anyway what number did you say [pii] [usr] number [pii] [sys] and what would the the landlord's name be [usr] that it should be [pii] i don't know his surname [sys] no there's no there's no contract it would be payable work though you you're aware of that [usr] do how much that would be [sys] it's it's definitely a book drain yes [usr] well from what we spoke to the person on the weekend they said this sounds a blocked drain i'm not sure about [sys] ok [usr] the leakage but [sys] it's it's caused by there's no call out fee itself if they can do the job on the day standard on booking of the train is 100 and £80 that is inclusive of va t [usr] right ok and does that have to be paid before the service or after [sys] no no it's only paid once the work is completed [usr] right ok it's gonna have to be because obviously we've got water trickling out of our dealing and it's getting well [sys] exac exactly what what number house is it sorry [usr] [pii] [sys] what's the name of the road [usr] [pii] [sys] [pii] [usr] sorry [pii] [sys] [pii] who will be paying for this work then [usr] well i'm the only person home it would have to be myself i have £95 in my bank at the moment but that's supposed to be for the sky bill but this is more important at the moment [sys] ok [usr] i'm [sys] could [usr] not in [sys] i take your first and last name thank you [usr] my first name is [pii] and my last name is [pii] [sys] ok i'm sorry about that i will get it booked in [usr] my partner he did try to have a look at it himself cos he's a bit of a handyman and he did take the bath panel off and say there is a little bit of a leak but it's not too bad clearly he was lying [sys] ok right just one second sorry our computers are running slowly ok it'll be ok can we have the best contact telephone number for you thank you [usr] it it's this one do you need me to read it out [sys] please [usr] that is [pii] [pii] [pii] [pii] [sys] ok i'll just repeat that [pii] [usr] that's correct is is that for today [sys] just bear with me [pii] i'll tell you what happens i just need to have you got an email address we could take as well [usr] of course it's [pii] just confirm that's without the apostrophe and [pii] spelled or at the end the number [pii] [sys] thank you right for just a couple more questions anyone at the property got any medical or vulnerability issues [usr] my mother [sys] right ok just to clarify again it's in the bathroom area [usr] huh [sys] and you cannot use the bath toilet can you use the toilet [usr] you can but when you flush it not much of the contents will will go down let's just put it that way and the toilet water will start to rise i had a bath this [sys] ok [usr] morning before working from home today which i might have to cancel on and about 2 to 3 inches of the water haven't gone down [sys] ok i'll put that information in won't be a minute [pii] i'll get availability won't be a second ok [usr] thank you i'm sorry this is the first time this has happened i am a little panicked [sys] no no it's understandable and [usr] i know i mentioned i have £95 but i can borrow the money from my mother in law [sys] they normally take a card payment if that's possible [usr] no that's that is fine [sys] ok we can get somebody there i can't give an exact time but there is a morning slot they should be able to get there this morning but you just have to wait for the engineer the engineer will contact you when he's on the way [pii] ok [usr] ok no worries thank you [sys] that's booked in now just wait till the engineer calls you thank you [usr] right thank you bye bye [sys] cheers thank you bye now i hope we get started thanks [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 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 you're talking to how can i help you [usr] i was wondering if you could i made the booking i think a couple of weeks ago and the people never came round and it's my fault cos apparently i i typed the wrong digit when i filled out my phone number but i've got an email booking confirmation but i was then told that to wait and they would ring me to know that they have my right number and i haven't heard back yet i was wondering if i could [sys] ok [usr] i [sys] what's [usr] was that [sys] the postcode of the job thank you [usr] it's [pii] two hj [sys] on the first line of these [usr] it's [pii] [sys] and your name is [usr] [pii] [sys] ok right got you on the system then [usr] excellent [sys] right the contact what's the con confirm the contact number thanks [usr] it's [pii] [pii] [pii] [pii] [sys] [pii] right ok there there's that that you've got [pii] on the system still but i'll amend [usr] i did [sys] i'll amend it just what would you say now someone phoned you and the the the job is still sat there huh a someone who didn't the the i've got someone well one of my colleagues has said he he's he hasn't saved i've just saved it now and that number was still showing 23 but i've changed it now 42 i i don't know you got you have to just amend it on the system anyway what i'm gonna do mister sorry just [usr] [pii] [sys] put [usr] [pii] [sys] you through to the office and i'll i'll explain the situation and they should be able to get this booked in as soon as possible just hang on one minute ok [usr] thank you much [sys] won't be a [usr] 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 dial dot com for further details or to book an appointment online would you to save water but i'm not sure ok mister [pii] sorry about the delay are you through to the local office now [usr] alright thank you much thank you hi [sys] it's [pii] what can i do with regards to this [usr] apparently you i typed in the wrong phone number and then when i phoned up the people dying they didn't update it properly i was wondering if i could rearrange [sys] alright what are you are you looking for us to do for you it's i i read here you've got an external drain for your sink it seems to be blocked and you were wondering if you could be quoted on looking at the internal pipe in your shower drain [usr] there's two things that seem to be happening i don't think it's the same drain the drain outside the where the sink is that the is is blocked up and it it it mells running and we can't seem to get unblocked and also when we shower the dr the shower tray fills up really quickly and we've used everything that in our power to to try and unblock it i suspect it's a bit further down we've used the the gels and and all those sorts of businesses but we haven't been able to get it but it doesn't fill up very very [sys] ok [usr] quickly [sys] the one thing i will say is those gels and acids and things that do tend to congeal in the pipes if there is a belly or anything if there is any dodges inside pipework or any bellies or any up uprising then obviously we congeal and block and obviously that [usr] ohh [sys] that i will let i would always be careful about using those right and we got we can't look inside the internal because it's too small but we can obviously give it a go in unlocking it for you that's absolutely fine don't worry about that ok [usr] thank [sys] and [usr] you [sys] that [usr] that'd [sys] would [usr] be [sys] all [usr] excellent [sys] be under the price of 100 and £45 if you're happy for that that free [usr] is that [sys] for [usr] for [sys] your [usr] both [sys] property [usr] of them then [sys] yes for us to block it perfect perfect [usr] perfect [sys] let me see exactly what i've got available for you the ear i can do will be thursday this week any point after that i can do would [usr] that [sys] you [usr] sounds [sys] morning [usr] great that's perfect [sys] perfect [usr] that'd be [sys] leave [usr] great thank [sys] that with [usr] you [sys] us and let me just double check the phone [usr] alright [sys] number [usr] then [sys] we will should contact you on just because i don't trust them even if they have amended it good [usr] ok it's [pii] [sys] [pii] [usr] [pii] hang on i've forgot my own number [sys] yes thing [usr] sorry sorry hang on a second sorry i've gone blank [sys] that's alright [usr] i'm losing my mind sorry sorry sorry again [pii] [sys] yep [usr] [pii] [pii] [sys] perfect no worries [usr] hi [sys] we'll be giving you a call on the morning just to double confirm and obviously the engineer will call on this number when he's 28 minutes away take care [usr] ok [sys] sir [usr] brilliant [sys] have a wonderful [usr] thank you [sys] day [usr] much thank you 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 thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us good morning welcome to british gas my name is [pii] how may i help [usr] hello good morning [pii] thank you for taking my call i've got an emergency i spoke to my emergency plumber come last night through my british gas home care cover because i've got a pipe leak in in the bathroom i had to turn the heating off and the water off i had a message last night saying about nine o'clock saying he's on his way and now it's turned up the number that and also the number that they said to to to phone it's not even in use we've had no eating or water all night and my wife's on the care risk with the british gas cos [sys] ok [usr] a long [sys] well what [usr] sorry mate [sys] what's the postal code there please [usr] [pii] [pii] [sys] let me see if the internet has put any notes here [usr] ok thank you [sys] is it 100 and 14 was it ss [usr] that's that's the one that's the one [sys] the engineer's note saying that he called but no one was present i don't know if [usr] no [sys] he tried [usr] is it [sys] telephoning or [usr] no he hasn't come to the right address m we've been up all night waiting [sys] last night [usr] no honestly i could say i hope you've been we can we can see as well but we know we we live a if we go to our house we have the same and we got a ring bell ring doorbell put us out nothing but it's it's gone to the wrong house and it's easy [sys] ok i'm sorry for that let me have a look [usr] hello [sys] at the number i've got the right number for yourself i don't know what's i don't [usr] no [sys] know what's happened [usr] and also the number that the number that they've emailed that they've sent out saying he's on his way it was at five past nine i think it was last night it's on 16 minutes past nine the number's [sys] yes [usr] not even use the number the number's not even in use [pii] [sys] and that's the number that's [usr] [pii] [sys] the one on the text message [usr] something that not even use the same ring it comes up it it sounds it's elite services or something but then it goes off when it connect [sys] [pii] [pii] does show as [usr] that's [sys] the franchise [usr] the one [sys] contact telephone number [usr] that's the one [sys] i don't know if [usr] that's [sys] i don't know if it was just at the time of the day that it was not working [usr] no i'll i'll just try it again just that's why i've come through here because it's it's not [sys] it [usr] it's [sys] should normally [usr] it's not in [sys] would get get referred to on to to to this line as [usr] right [sys] well [usr] ok [sys] i don't know why it's not doing that [usr] i know [sys] but it's even i'll just it's the number that we have for the franchise [usr] it's not your fault why do what i mean but he definitely 100% he's not coming to our house [sys] yes i'm sorry with what's happening after getting a new new [usr] no [sys] job raised [usr] that's all right it's it's not your it's not your fault we the wife's got a start on your at risk credit because she she's got a life limiting lung disease we've [sys] yes [usr] got no heating that obviously affects us obviously we've had to move her to menander's to keep warm [sys] all right still waiting for the booking system to open [usr] ok thank you [sys] did you say you've got the stop clock turned off now or [usr] we're gonna have water our water and our heating [sys] i'll get it booked in for today it's gonna be from eight o'clock onwards yes [usr] ok man will be out today obviously because my wife's [sys] yes [usr] illness brilliant [sys] yes [usr] mate thank you [pii] [sys] we'll phone i'll make sure this knows when we phone ahead what's the number for that to be done on [usr] the the the my number [sys] the o the one you're dialing on ending in [pii] [usr] that's the one motor yes that's the one [sys] ok that's booked in for us to be there today then yes [usr] brilliant [pii] thank you very much for sorting that out for me [sys] ok thanks [usr] thank [sys] for calling [usr] you [sys] ok [usr] have [sys] thank [usr] a good [sys] you [usr] have a good day bye bye bye bye bye [sys] thank [usr] bye [sys] you bye bye bye [usr] right | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press 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] yes [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 [usr] aye it's probably just spend it's probably car if you take him to work [sys] whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done morning you through to speaking to how can i help [usr] hello i wonder if can help me i've got a blocked drain outside it's where the washer goes and then it's there's a man that's blocked as well do [sys] i'm [usr] you [sys] really sorry go on [usr] sorry [sys] how do you go do we [usr] i was gonna ask how much do you rough do you would that was gonna cost me [sys] i'll let it a residential is it and you don't have a contract with british gasses for plumbing [usr] no [sys] and drains [usr] no no [sys] no right then what we do there's no actual call out charge engineer would go out and have a look at it before they do any chargeable work they'll confirm the issue in a fixed price from [usr] ok [sys] there you can say yes or no if it's a yes it's cash or card on completion if it's a no there's no charge now just as an indication if it is just a blockage that needs clearing and there's no underlying issue that's causing the issue that needs sorting or anything that you'd be looking at 170 including vat to get it all cleared to get it all free flowing but as i say the engineer will confirm once they've seen it [usr] right ok do you pay do you charge for materials we've had a a quote and they charge for all sorts of stuff [sys] ma materials what what do they say it he's [usr] i don't [sys] doing [usr] know i don't know that's [sys] what [usr] what we [sys] materials [usr] thought and what materials that say they were using extra rods and chemicals [sys] no no no no we're not bothered how many rods we use or if we've got if we can rod it we'll rod it regardless we're not gonna charge you to use extra rods no [usr] right [sys] or or even if we can't rod it and we've got to get the high pressure water jet out the same price [usr] when [sys] now [usr] would you [sys] is [usr] get [sys] she [usr] out earliest do [sys] i can have a look what's the postcode please [usr] it's [pii] [sys] [pii] proper [pii] first line of the address [usr] [pii] [sys] any medical conditions vulnerabilities on site anything relevant we need to know about [usr] no [sys] no and your first name please [usr] it's [pii] [sys] and [pii] surname [pii] [usr] [pii] sorry [sys] sorry what was that [usr] [pii] do you want me to spell it [sys] i i go for it [usr] [pii] [sys] what's the best contact number for you [pii] [usr] the number i'm on [sys] that's fine [usr] i [sys] i've got it [pii] give me 60 seconds i've never had anyone charging extra to use extra [usr] i know [sys] rods for anything [usr] it it's [sys] that before [usr] from [pii] i rang them up and next thing it's well we we have to tell you that and if it's two drains we're charged with two drains and what [sys] there's a lot of we'll come as i say we'll come out have a look at it i mean and we'll just give you a price once it once we've seen it but if it's just a blockage 1 70 it'll be to do it right [usr] and that's with va t did you say [sys] that's with the what we're looking at here tomorrow [usr] tomorrow i've got er is there no way no way i could get in today i've got my sister coming tomorrow with two dogs you see and i can't cancel her cos she's do what i mean i cos she's coming from a distance she's gonna [sys] i i've [usr] be with us for [sys] not i've [usr] couple [sys] not [usr] of days [sys] i've not got it to be honest [usr] have you not [sys] i haven't i haven't i'll be [usr] what [sys] looking at tomorrow [usr] time [sys] at the earliest [usr] tomorrow [sys] it it'll be somewhere between eight and six and the engineer will ring you when he's on route about a half an hour before [usr] right ok i'm trying to think i'm gonna have to check it and get dogs in she's got two dogs here i've got a dog [sys] no i get [usr] do [sys] it [usr] you [sys] i get [usr] know what i mean [sys] it right i'll book it for tomorrow i'll put on there early as possible at least they can go out and hopefully [usr] i mean [sys] if [usr] if you have a cancellation for today then please feel free and ring me [sys] no we'll do that anyway to be honest if we can bring it forward right i'll get it booked for tomorrow anyway i'll put early as possible and you'll get a call on the route and a text [usr] right [sys] confirming the appointment in a minute [usr] ok all right thank you very [sys] all right see you tomorrow bye bye now [usr] thanks bye [sys] 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 morning this is [pii] how can i help [usr] i wonder if you can can i give you a reference number [sys] could i take your postcode please [usr] yo [pii] [sys] is it a dino job [usr] it is yes [sys] ok yo [pii] did you say [usr] yo [pii] [pii] [pii] [sys] ok ok how can i help [usr] i'm just wondering if you've got any time span as to when someone's coming [sys] what's the house number there please [usr] [pii] [sys] ok ok you've got a blocked toilet [usr] everything's blocked sinks toilets everything [sys] ok it's been booked for the morning [usr] all right ok what time [sys] it's been booked between eight and one tomorrow [usr] between eight and one will somebody be calling me [sys] we've got a mobile ending in [pii] [usr] i'm not sure who that is i think that might be the landlord [sys] ok what's [usr] no [sys] what's [usr] that's [sys] the first line of this [usr] pardon [sys] what's the first line of the address [usr] [pii] [sys] i've got mobile ending in [pii] is that a relevant number or [usr] no that's the landlord's number that's [sys] ok [usr] fine he'll call me no worries [sys] ok it's booked for the morning there then ok [usr] ok thank you [sys] thank you bye [usr] thanks [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 did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to [pii] my name is [pii] how can i help [usr] hi i need to book in an as soon as possible i mean if it's today that would be great we've got a block drain at the back of our property [sys] is that a domestic property or commercial [usr] domestic [sys] ok have you ever had down there before [usr] no this address [sys] no problem you've not got british gas home care cover for plumbing and drains have you [usr] nope [sys] right can i take your surname sir [usr] [pii] [sys] and your contact telephone number [usr] well can i give you the number of someone who's on site [sys] this is it not your sorry i thought it was your home [usr] no no no it is but i've got there's somebody [sys] but you're not [usr] there [sys] there that's fine [usr] but i i'm [sys] that's [usr] not [sys] absolutely [usr] i'm not [sys] fine [usr] at the property [sys] of course er could i take their name first [usr] [pii] [sys] [pii] [usr] just [pii] [sys] ok sorry yep [usr] [pii] [pii] [sys] and the first line of the address [usr] that's [pii] [sys] and the postcode [usr] post code is [pii] [pii] [pii] [pii] [pii] [sys] pardon me sorry about that ok and there's no one at the property who's a vulnerable person that we need to be aware of is there [usr] no [sys] ok what's the situation [usr] it was it's the back drain that that our flat runs into is backing up and overflowing [sys] is that external is backing up and overflowing do we know if it's connected to the toilet waste at all [usr] ii i i don't i don't think [sys] no worries good ok that's what we to hear [usr] i think it's just serviced by the gray water in the flat [sys] sure outside no vulnerable ok the earliest availability coming up for me is the ninth i'm just gonna give them a quick call and just see if they can't do me anything any sooner [usr] what the ninth of october [sys] what's that [usr] but [sys] 10 days from now [usr] no that's not gonna work [sys] no bear with me one minute i'll give them a lo a call the local office to see if they can't do anything any sooner than that because that is quite a way away i'll be right back [usr] ok [sys] dino is the uk s expert repair service offering fast professional solutions to building maintenance problems our comprehensive plumbing and drain services are available across the [pii] [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 are you still with me [usr] hello [sys] hi they can bring us forward to the fourth which is next wednesday rather than the following monday [usr] no don't worry i'll have to see if i can sort something sooner [sys] that's completely understandable i mean if you [usr] ok [sys] we could book this in for now and then if you can't get anything at least you've got something in the pipeline or we can just cancel it completely if you [usr] no just just canceled for the moment and i'll look into seeing if i can get somebody myself sooner [sys] that's completely [usr] all right [sys] fine no worries sir best [usr] ok [sys] of luck [usr] thank thank you thank you ok [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 or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at on demand how may i help [usr] hi i was wondering if i could get an emergency call out please for drainage problem [sys] it probably won't realistically be today but i can have a look can i take your post code [usr] it's [pii] [sys] the first line of the address [usr] the coach house [sys] is it a business or is that just the name of the house [usr] no that's the name of the house [sys] it's domestic residents do you have any british gas home care cover for plumbing and trains [usr] i don't think i don't know what i think we've got we've got boiler but i don't think we've got drainage no [sys] right ok and your name [usr] [pii] [sys] is how do you spell your surname [usr] [pii] [sys] and contact phone number [usr] [pii] [sys] is this a blocked external trainer in the house [usr] external [sys] well [pii] still working in the house [usr] i think i really don't we haven't wanted to flush anything and add to the problem [sys] anyone with any vulnerabilities at the address [usr] sorry say that again [sys] anyone with any vulnerabilities at the address [usr] no we've got young children but no [sys] we can get somebody out tomorrow morning between eight and one [usr] ok there's nothing today no [sys] nothing today at all i'm afraid [usr] no [sys] no [usr] ok [sys] tomorrow morning the charge is 100 and £80 inclusive of va t to clear a standard blockage which is which is assuming there's no collapse trains or anything more serious going on [usr] ok [sys] it's payable by cash or card on completion is that ok [usr] that's fine [sys] between eight and one tomorrow you'll get a text message off me now to confirm the booking and the engineer will give you a call when he's on his way mrs [pii] and that's all done for [usr] ok [sys] you [usr] all right that's great thank you very much [sys] thank [usr] thank [sys] you take [usr] you bye [sys] care bye [usr] bye | 0Appointment / Booking
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[usr] it's all a [sys] thank you for calling dino rod partners with british gas please listen to the options carefully we [usr] the [sys] can [usr] 10 [sys] get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training [usr] is [sys] purposes [usr] it the problem [sys] you're free to at dino how can i help [usr] hi i've got a leak and i can't stop it now we've got a contract with british gas [sys] that's fine i can put you through to british gas and they can get that booked in for you [usr] thanks [sys] thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us [usr] all right that was no good [sys] did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone [usr] i no pot of water i right i [sys] looking for our latest energy hive and new boiler offers search british gas offers online or ask us today [usr] really bit nice hello [sys] at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too got a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit [usr] i just turn it back on and go and do it then just turn it back on do it [sys] it's quicker and easier to call from a number we've got on file for you it's the 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 [usr] thank all i had to book one it's within 24 hours | 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 [usr] no just put [sys] services [usr] me through to someone [sys] online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hi you're through to how can i help [usr] hi i i've i've got a leak in my my my toilets are blocked the housing company are are meant to be trying to sort it out i just wanted to see if they'd put the job in cos it's been four hours and i've not heard anything [sys] ok can i take the post code please [usr] it's [pii] [sys] and what's the first line of the address [usr] [pii] house [sys] and what's your name [usr] [pii] or it'll be under [pii] [sys] no i've got [usr] they [sys] that right [usr] haven't done it in right they haven't done it right ok i just wanted to check cos they're they're they're not they're not pulling their finger out quick enough my whole flat's gonna be flooded at this rate but they haven't put a job in [sys] no they have from what [usr] they [sys] i can [usr] have [sys] see [usr] they have ok right [sys] someone's [usr] is it gonna [sys] already [usr] be [sys] attended [usr] today [sys] today [usr] say that again [sys] someone's already attended today [usr] well from to unblock the toilets they haven't [sys] er an engineer by the name of [pii] i believe wait i'm just gonna [usr] there [sys] double check [usr] was a guy [sys] that [usr] that come this morning but i don't know if he was from dina rod but he wasn't doing he wasn't doing the dr the drains he was it happened before and we had a lot of we had a lot of mold and he came to treat that but i don't think he was from dina [pii] no [sys] they're [usr] no one's come to unblock my toilet i've i i i it's only it's it's only been a couple of hours since the the job would have been put in [sys] sorry i'm i'm looking at the wrong wrong one i do apologize no but there's [usr] ocean [sys] nothing booked in for the 10th of october for today that was 10th of august that i was looking at i do apologize [usr] yes that was the first [sys] but nothing [usr] time it happened [sys] no it's not it's not been there's no appointment [usr] they have [sys] that's [usr] they [sys] been [usr] haven't [sys] booked [usr] done [sys] in for [usr] anything [sys] today [usr] yet right ok [sys] no [usr] then i'm gonna ring them back right ok thank [sys] i do apologize [usr] you for your help that's ok thank [sys] take care [usr] you [sys] bye [usr] bye [sys] bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners [usr] the two things [sys] with british gas [usr] right [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternately please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good afternoon you're through to dino speaking how can i help [usr] hi i wonder if you can i was on this morning and i've made a an appointment for somebody to come out to my property tomorrow i am just phoning to just for a wee update it turns out my house is a i'm the end of four houses and it turns out i think the problem is maybe between all the houses because my neighbor's having problem with a drain out the back i'm having back up through my shower the my neighbors with the the problem with scottish water i don't know whether it's best to keep my appointment they said that they would be out either this afternoon or tomorrow morning [sys] if it's if it's a drain then the your local auto board will do for free it's you can either cancel that job or if they've confirmed it is a shared drain and they'll do it for free [usr] right ok because i i'm obviously not sure who's the problem is i'm not sure if it's the main or because it's seen everyone's shower backing up it sounds it's a main but i have no idea about plumbing and pipes [sys] i mean if it's if [usr] what [sys] it's [usr] do [sys] happening [usr] i know [sys] to if there's a couple of properties that are experiencing the same issue and it it it would indicate it's a shared drain [usr] right [sys] again a shared drain it's usually done by local water board and they do it for free [usr] right ok cool because they're coming they said they would come out to this afternoon or i just don't want one of your engineers to turn up at eight o'clock in the morning and we're waiting on somebody else to come and then it's wasted it's waste time wasted for him i wonder if i'd be better canceling it just now and then if [sys] what [usr] they come tomorrow and they don't fix it i'll just call you out for friday [sys] that's fine what's the postcode please [usr] it was [pii] [sys] and your full name please [usr] it's [pii] [sys] first line of the address [usr] [pii] [sys] thank you right that's all closed down for you then your details are still on the system if you need to call us back just give us your postcode and we'll book it in for you [usr] fantastic thanks very much [sys] ok [usr] thanks for your [sys] you're [usr] help [sys] welcome take [usr] thank [sys] care [usr] you bye bye bye you too | 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 [pii] speaking how can i help [usr] ohh hi we wanted to arrange a visit for somebody to come and look at er we think it's only the kitchen drain that is overflowing [sys] ok that's fine what's the post code please [usr] it's [pii] [pii] [pii] and [pii] [sys] thank you and the first line of the address please [usr] [pii] [sys] it's a residential property [usr] pardon [sys] is it a residential [usr] sorry [sys] or commercial property [usr] it's residential [sys] any cover at all with british gas [usr] no [sys] thank you and it's [pii] [usr] and we've got he he's got a it's i'm ringing on behalf of [pii] who owns the property he's got alister sewage system but we just don't think it's connected with that but maybe somebody's been chucking oil down the sink [sys] ok [usr] i don't [sys] that's [usr] know [sys] fine are are you a tenant or does he rent [usr] ii i help [pii] [sys] ok [usr] had a stroke and he he just finds it a bit difficult [sys] perfect [usr] over the telephone [sys] no worries that's [usr] but [sys] perfectly fine can i take a first name please [usr] it's [pii] as the property owner if you want my name as well it's [pii] [sys] and me will it be yourself on site or [pii] [usr] it'll be my i'm going on holiday tomorrow i'm not around but [pii] will be here i can i'll give what i'll do is i when you ask for it i'll give you his mobile number and would the guys be able to call when they're [sys] don't [usr] on [sys] do that [usr] their way or do you stick to appointment or stick to the appointment times he'll be here but they need to just pop their head in the go at the door or be unlocked [sys] that's perfectly fine [usr] and give [sys] don't [usr] and [sys] worry can [usr] hello [sys] i take a contact number then for my [usr] ok [pii] number is [pii] [pii] and he always [sys] no [usr] has [sys] worries [usr] with [sys] i've [usr] him [sys] got [pii] [usr] that's not a problem [sys] thank you and whereabouts is the blockage [usr] that's [sys] sorry [usr] that's right whereabouts in the property or what what it's it's the sink drain the kitchen sink drain and we don't [sys] no [usr] think anything else goes into it but i mean we wouldn't be experts [sys] and any health issues you said that he had a stroke any mobility issues or anything [usr] he well he he can walk but he he doesn't walk very far and but he's perfectly capable to to [sys] ok [usr] converse it's just on the phone [sys] there's [usr] he [sys] no [usr] finds [sys] call [usr] it a bit [sys] up charge [usr] difficult [sys] the starting price between monday friday 8 a.m. to 6 p.m. is 100 and £80 which includes bat if there's any additional work there'll be additional costs but they always [usr] 180 [sys] let beforehand and they take payment on site either cash or card is that ok [usr] i'll [sys] that's [usr] make [sys] fine [usr] sure he's got his card with him [sys] i've got an appointment [usr] think [sys] available [usr] he probably [sys] tomorrow [usr] won't [sys] between [usr] wouldn't [sys] eight [usr] have cash [sys] and one and they call [usr] that's [sys] before [usr] fine [sys] arrival ok that's fine i'll book that in and [usr] eight that [sys] he [usr] would be [sys] should [usr] perfect [sys] receive a text [usr] he's he [sys] message [usr] he'll [sys] with [usr] be [sys] confirmation [usr] all morning [sys] alright that's all sorted for yourself [usr] right ok [sys] take care bye bye [usr] that's really great thanks much ok thank you bye bye | 0Appointment / Booking
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[sys] thank you for calling dino [pii] partnered with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes morning fridge dino speaking to [pii] how can i help [usr] hello my brain's blocked and i need someone to come and do something about it please [sys] ok it's a residential [usr] yes [sys] property [usr] yes [sys] do you have a contract with british gas for plumbing and [usr] no [sys] drains or would you be paying [usr] no [sys] as a one off it just a one off what's your postcode please [usr] bs for [pii] [pii] [sys] what's the issue with the drains i mean were we talking then internal [usr] no it's [sys] external [usr] an external [sys] block [usr] drain with [sys] overflowing [usr] a manhole cover at the back of the house and somebody came exactly this time last year and mu blocked it as well [sys] ok is it just blocked or overflowing [usr] it's overflowing [sys] with sewage or just waste water [usr] sewage i think it has to be [sys] all right what's what's the first line of your address [usr] [pii] [sys] please and your name [usr] [pii] [sys] please i've got you there to the day wasn't [usr] is it [sys] it second [usr] and [sys] of [usr] well [sys] jan [usr] what it is it's all the people up the road with their turkeys that's what it is it's just full of turkey [sys] all [usr] crap [sys] right [usr] i reckon i don't [sys] right [usr] know [sys] ok i mean what you're looking at today then anyway being a sunday there's no call out charge an engineer would come out and have a look at it before they do any chargeable work they'll confirm the issue in a fixed price [usr] ok [sys] once you've got that you can go either way if it's a yes it's cash or card if it's no there's no charge [usr] ok [sys] but as an idea if it is just a blockage just needs clearing out you'll be looking at 237 including that today [usr] i think that's what it was last year at least it hasn't gone up [sys] the engineer will confirm exactly anyway once he's there but what what's the best contact number for you to [usr] this [sys] you [usr] one that i'm on shall i tell you what it is [sys] that's all right i've got it [pii] [usr] that's the one [sys] any medical conditions vulnerabilities on site anything relevant [usr] no is it can i ask you a question is it cheaper today than tomorrow because it's a bank holiday tomorrow [sys] well today is a sunday the bank holiday is gonna be more tomorrow [usr] ok [sys] it will be cheaper on tuesday but it's tuesday then you're looking at 180 including [usr] no [sys] that [usr] i'll [sys] on [usr] just [sys] tuesday [usr] get it done today please [sys] very good i'll go down as an emergency job for today anyway depending on what the engineer's got in the area emergency wise as soon as he can he'll ring you when he's about a half hour away [usr] ok [sys] you'll get a text confirmation in a minute anyway but we see you as soon as we [usr] ok [sys] can [usr] thank you very much [sys] i'll see you in [usr] thank [sys] take care [usr] you [sys] bye [usr] bye [sys] bye now [usr] bye [sys] you bye bye bye bye | 0Appointment / Booking
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[sys] hello john abroad [usr] hello i rang last night because of the problem with our drainage the gentleman said that somebody would call in the morning i'm just wondering whether we're still on the to do list that somebody will be [sys] rub [usr] calling me [sys] 36 ohn [usr] yes we are [sys] you are the engineer we're just we're just doing the tablets at the moment we've had a change of the system they've just put their books on and he will [usr] ok [sys] be ringing you in the next 30 minutes [usr] excellent thank you i will wait [sys] all [usr] to this [sys] right [usr] call [sys] we put [usr] then [sys] you [usr] thank [sys] on for first job don't panic all right [usr] honestly thank you very much [sys] all [usr] thank [sys] right then you're [usr] you [sys] welcome thank [usr] thanks [sys] you bye [usr] ok [sys] bye [usr] bye now | 0Appointment / Booking
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[sys] hello you're through to how can i help [usr] hi my name is if you look at the computer somebody from from your company you send out an engineer on a [pii] [sys] what's your postcode sorry [usr] pardon [sys] what's your postcode [usr] [pii] qz [sys] yep [usr] and the guy who came he just pushed with a p plunger a little bit and and and and the problem is still there now the the the the toilet is blocked now he hasn't [sys] [pii] [usr] done a job properly [pii] [sys] you're booked in for tomorrow [usr] young lady there is an old man 85 years old and 80 years old his wife there and i mean iii i this job has to done in emergency [sys] i understand [usr] yes [sys] but we do have other [usr] they [sys] emergencies [usr] are they [sys] we have to [usr] both [sys] get to as [usr] of them [sys] well [usr] are both both of them vulnerable people [sys] that's what i understand [usr] young people [sys] but [usr] me i can i can i can understand that but the old people i mean they they have to use the toilet [sys] that's fine you are booked in for tomorrow night [usr] any emergency i mean any cancellations come up would you please look after and send somebody please [sys] we can try our best [usr] take [sys] but obviously [usr] a [sys] we do have [usr] please [sys] we [usr] make [sys] do have [usr] a note [sys] other emergencies going on as well [usr] no the mine emergency because emergency emergencies are different [sys] i know but obviously we can't just prioritize one emergency you are booked in for tomorrow though that's all we can do i'm afraid [usr] if i am i'm requesting you ma'am i'm requesting you if any cancellations come up would you please consider to send an engineer here please [sys] no worries [usr] would you make a note in the computer please [sys] that's fine no worries [usr] if anybody is in that area they can come please [sys] thank you thanks bye [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 did that you can now book drainage services online in a few easy clicks [usr] no [sys] visit [usr] i [sys] dino.com [usr] can't i've tried [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 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 morning through to dino you're speaking to [pii] how can i help [usr] yes i wonder if you can i have a problem with my drains [sys] ok residential or commercial [usr] residential [sys] do you have a contract with british gas for plumbing and drains or would [usr] no [sys] you be paying as a one off [usr] it's a one [sys] no [usr] off [sys] right and what's going on with the trains then please [usr] well everything seems to be fine except for the toilet the the the main toilet in the house i do [sys] right [usr] have a toilet [sys] ok [usr] upstairs [sys] i didn't [usr] and that's fine it doesn't appear to be in the house [sys] no [usr] 00 [sys] right is this on the ground floor then right does it just not drain or something or back up in the ball and then drain slowly or something [usr] it [sys] that [usr] dra it drains slowly i can't do anything more than a pee and i don't put any solids down there at all i never have done apart from the normal [sys] right ok ok it's gonna be something outside from the sounds of it but what we do anyway just there's no call out charge [usr] right [sys] an engineer would come out and have a look at it before they do any chargeable work they will confirm the issue and a fixed price [usr] ok that's [sys] once you've got got once you've got that you can then go either way if it's a yes it's cash or card on completion if it's a no that's fine there's no charge [usr] lovely [sys] now just you've got some an idea if it's just a blockage no other underlying issue whether the blockage inside or out makes a difference but if it's just blocked no other underlying issue that needs sorting you'll be looking at 180 including that to do it but as i say the engineer will confirm exactly once he's there and seen it and you can take it from there either way anyway [usr] that's lovely thank you [sys] fair enough right let's have a look at one what's the postcode please [usr] [pii] [pii] [sys] [pii] uniform and the first line of the address please [usr] it's [pii] [sys] [pii] any medical conditions or vulnerabilities on site anything relevant we would need to know about [usr] no not really when he comes will he just come a car because if not i'll have to move my my car out the way [sys] it would be fun [usr] right ok i'll move my car onto [sys] because [usr] the road then [sys] because you'll have all the the equipment and how to brush your water jet and all the rest of it in back [usr] lovely [sys] it'll be it'll be a one what's your what's your first name please [usr] [pii] [sys] [pii] surname [pii] [usr] [pii] that's s for sierra out er [sys] what's the best contact number for you please [pii] [usr] this one is [pii] [pii] [sys] got you right give me 60 seconds let's see when it would be and you did say you've got a toilet that's working all right upstairs [usr] i have got a toilet i can use see that's what i didn't understand how can everything else was working except the loo the loo downstairs [sys] if they're on the same run it's the closest one to the drain it's always going to be best one to get it [usr] right ok [sys] the other one probably will give up eventually but obviously this the first one he's always gonna be the downstairs one to get it that's assuming they're on the same run but if they are that's always gonna be the first one find perfecting downstairs ok aye not too all right love you can do it today if you wanted [usr] that would be fantastic [sys] right because we are very very lucky i think to be honest with you right either between now and six engineer will ring you when he's on route about half an hour before or it's the afternoon between one and six [usr] that is absolutely amazing thank you much i didn't think i'd get it done this side of christmas to [sys] well [usr] be fair [sys] i was shocked with the last few people have i cant i can't get it but sometimes you think you were lucky you were lucky [usr] i just felt lucky lovely [sys] what would [usr] thank [sys] you then [usr] you [sys] what [usr] ever [sys] would you prefer [usr] for your [sys] between [usr] help [sys] now and six or one and six [usr] it doesn't really matter i'm gonna be in all day but i mean between now [sys] that's [usr] and six [sys] fine [usr] would be good i suppose [sys] that's fine i'll put it on between now and six the engineer will ring you when he's about half an hour away you'll get a text confirming the appointment in a minute [usr] lovely [sys] right [usr] thank you [sys] no [usr] much [sys] no worries [usr] for your help [sys] at all [usr] thank [sys] see you [usr] you [sys] soon [pii] you take care thank [usr] thank [sys] you bye [usr] you [sys] bye now [usr] bye [sys] bye bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners [usr] ok [sys] with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three [usr] who [sys] did that you can now book plumbing services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service [usr] know [sys] advisor [usr] he's not gonna come out [sys] we record calls for quality and training purposes [usr] can't believe i've got the wrong number [sys] hi there speaking how can i help you [usr] hi there i'm calling from [pii] in [pii] and we have a the two toilets when you flush one the other one's just backing up from the one that's flushed we've tried to declog all the stuff that's inside it but we think the problem is a little bit further down the drainage for it [sys] ok [usr] would you is there any any chance of being able to get anyone to come out at all this week [sys] ok i'll check it for you now is this a domestic property is this commercial [usr] it's commercial [sys] it's commercial and do you have cover with british gas [usr] not that i'm aware of no it's it's the work property [sys] ok can i get your postcode please [usr] it's [pii] and it's [pii] [sys] [pii] [usr] [pii] [sys] sorry [usr] that's all right [sys] and the first line of address please [usr] is [pii] [sys] -huh and is that a site solution [usr] no it's it's called [pii] it's a it's a bar [sys] ok they change your name i think this is the previous one maybe [usr] and this is probably the previous it used to be aqua nightclub or something [sys] ok and now what is it called a bar is it a bar [usr] it's a games [sys] ok can you say the name again please [usr] nq [pii] and then it's just shoreditch [pii] [sys] and is that the bar name [usr] that's right [pii] 64 is the ball name [sys] perfect and can i get your name please [usr] my name is [pii] [sys] perfect and can i get the best contact number [usr] that's [pii] [pii] [sys] perfect the toilet's block did you say [usr] yes we have two toilets and together in a cubicle it's they're both on the same drainage system [sys] -huh and is the drain outside overflowing or is it just internal [usr] internal [sys] ok and can they use another toilet [usr] yes they can [sys] ok and is anyone at the property with any vulnerabilities or medical conditions [usr] no no [sys] perfect just bear with me just i up the details [usr] no worries [sys] ok i've booked that in for you now what will happen is that the local office will give you a call shortly confirming the time rates and charges [usr] ok no worries then perfect [sys] no worries and [pii] can do for you [usr] no that's it thank you very much [sys] no and the rest of the evening bye [usr] thank you bye | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three i'm sorry i did that you can now book drainage services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help our local teams of expert engineers are available across the [pii] 24 7 365 days a year whatever the problem we'll send an expert dino engineer to your home to provide a free no obligation quote dino offers a fast reliable service you can trust with fixed prices and no call out charges you can rely on us to get the job done it's really easy to book appointments online just visit dino.com dino is one of the u k's leading plumbing and drain services from blocked drains to burst pipes and busted boilers we're here to help good afternoon you're speaking to [pii] at dino how can i help [usr] hi there yes i've got a blocked drain that i need unlocking i'd had it done by a few weeks ago i'm hoping i can't remember the exact date but i don't know if it's still covered [sys] all right do you have your postcode [usr] that's eh [pii] [sys] just a second and what was the first line of your address [usr] it's [pii] [sys] let me just have a quick look for you the first block the they said la last time it was it had baby wipes they wouldn't give you a guarantee if it had baby wipes in the line it would be it [usr] that's [sys] would be another call out charge [usr] that's not true cos there's no babies in either house the guy didn't say that to me at the time he said it was just general stuff i just cannot be the case [sys] let me see if we can get you through to the diner [usr] bye [sys] local office then because we won't be able to book it without the they'll have to speak to the engineer and see what is see if he can confirm that's right or wrong that's what you've got that's what he's put on the [usr] well i can tell you for a fact it's wrong that there's there's not a baby within and there's no wipes at all [sys] let me just [usr] and the guy gave me a receipt and said to me you've got 21 days or something on that he said that at a time your system is wrong [sys] let me just speak to the diner local office you all right to hold i'll find out for you just be a second hi sorry to keep you waiting i've just spoken to the local office they said that's what the engineer found and that's that's what he that's why he's put it on the actual job notes but he said it was definitely definitely baby wipes [usr] but he he never said that to me at the time and he specifically said it was covered under the warranty [sys] that's not what his paperwork as an i i can give you the number for the diner that local [usr] you you you've just your engineer is just lying then but regardless of that i still need my drain unblocked just book me another appointment and i'll take [sys] ok [usr] it up legally with you [sys] just bear with me a few moments [usr] and if you send the same engineer i can at least [sys] yes [usr] have [sys] it's the [usr] a [sys] same engineer [usr] with him [sys] that's come out obviously he can definitely confirm see what his notes were on the job but just bear with two seconds there is [usr] can you also send can you send me a can you send me a copy of his notes as well please [sys] just be i can send it via email for you what's [usr] that's [sys] your [usr] perfect [sys] email address [usr] it's [pii] [pii] [sys] [pii] [pii] [usr] [pii] [sys] one second [usr] ok [sys] two second best contact number is it still your mobile ending [pii] is it [usr] that's correct [sys] ok that's fine i'll step back through as an emergency this afternoon for you and the engineer should give you a call once the way for you as well no problem bye [usr] great [sys] now [usr] thank you [sys] bye [usr] thanks cheers | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book plumbing services online in a few easy clicks visit dino.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes hello you're speaking to [pii] at an on demand how may i help [usr] hello good good afternoon i live in [pii] and i've got a problem with the plumbing in one of my radiators it's making a terrible noise even when it's turned [sys] right [usr] off and i just wondered if you had a plumber available [sys] have you tried letting any air out of the radiator [usr] it's not that it's apparently it's not that because it was tested about a week ago [sys] all right do you have british gas home caregiver for plumbing [usr] i don't [sys] and trains [usr] no [sys] no well we can arrange to send them out and then it it's a free quotation and be able to quote you for what work needed doing to sort it out [usr] right how does that work [sys] i can raise the job and check when we can get someone out to you [usr] yes ok [sys] would [usr] thank [sys] you [usr] you [sys] me to do that [usr] yes please [sys] can i take your postcode [usr] yes it's [pii] [pii] [sys] and the first line of the address [usr] [pii] no it's banging the radiator's banging i don't know what's wrong [sys] all right ok and it's domestic residents [usr] yes [sys] and your name is [usr] [pii] [sys] and can i take a contact phone number [usr] yes it's one i'm speaking of it's [pii] [pii] sorry [pii] i'll say that again [pii] [sys] i got that that's fine [usr] can you hear shall i shall i put the [sys] no [usr] phone [sys] i [usr] near [sys] can [usr] the [sys] hear fine mr [pii] that's all right [usr] ok dear i can't hear it [sys] i can hear something [usr] that's it banging away [sys] just raising the job now i'll check when we can get somebody out to you [usr] what would be the minimum charge [sys] i think there's a minimum charge of around £100 mark but i don't have the exact figures here [usr] no [sys] is there anybody with any vulnerabilities at the address are you very ill disabled or elderly [usr] me i'm totally disabled [sys] ok but unfortunately we've got no availability in that area at all [usr] i see yes it needs to be done today i'll have to find [sys] we [usr] some [sys] have no availability at all for the two or three weeks [usr] i see yes ok well thank you very much for your help anyway [sys] i'm sorry about [usr] thank [sys] that [usr] you [sys] you could try met metro rod or drain doctor that they may have plumbing [usr] ok [sys] services [usr] me [sys] metro rod [usr] metro [sys] may [usr] roger say and what is the other one [sys] or drain doctor they're not connected to us they're completely independent [usr] yes [sys] i can't vouch [usr] no [sys] for them at [usr] no [sys] all but i just aware the two companies that operate nationwide [usr] yes that's [sys] you'd [usr] me [sys] have [usr] metro [sys] to ask if [usr] road and what was the other one [sys] drain doctor [usr] train doctor yes [sys] you'd have to check you'd have to check if drained doctors do plumbing or if it's just drains [usr] yes [sys] i'm [usr] sure [sys] not sure [usr] sure yes well thank you very much for your help thank you [sys] you're very welcome [usr] thank you bye [sys] ok [usr] bye [sys] care thank you bye | 0Appointment / Booking
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[usr] ok [sys] thank you for calling dino rod partnered with [usr] ok [sys] british [usr] i'll [sys] gas [usr] wait too you just feel [sys] please listen to the options carefully we can get you to the right team if you need any help with a drainage problem [usr] right [sys] press one if you require our plumbing services press two or if you have an existing home care policy [usr] on the road [sys] it's three [usr] no i mean what i'll just go i'm just gonna say that we need this staple [sys] did [usr] done [sys] that you can now book [usr] whatever it's [sys] drainage [usr] called [sys] 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] right [sys] well i know my name's [pii] how can i help [usr] hello there i would to yesterday we had one of your engineers out of one of our properties and [sys] ok [usr] we couldn't find the inspection chamber but we've now got access to a neighbour's inspection chamber i was hoping we can get someone out again [sys] bye bye ok no problem let's have a look see if i can get it sorted what's the postcode [usr] it's [sys] for the property [usr] [pii] [pii] [pii] [sys] yep ok do give me one moment then let me get you across to the local team we'll see about getting it sorted for you and get it back in again to come back and have a look one sec good morning don rj s [pii] speaking how can i help [usr] hello there yesterday we had one of your engineers come out to one of our properties and [sys] yep [usr] we couldn't find the inspection chamber today we've got an knocked at the neighbour's door door and we can go through their inspection chamber [sys] all right what's the postcode [usr] it's [pii] [pii] [pii] [sys] yep and the address on that one [usr] is that [pii] [sys] right ok have a job out there just gonna read your notes [usr] you guys are very annoying when i'm trying to talk on the phone that's because i got [sys] ok let me see if we can get somebody out today one second [usr] would you still fight he's something old [sys] hi there we can get somebody back out today it would be late morning [usr] ok [sys] time [usr] cool quick one will they have a [sys] see [usr] the the [sys] you [usr] fellow yesterday didn't have a gun or something that on him and he said that might help [sys] cable machine it will be a different engineer i do believe [pii] has a cable [usr] that's [sys] machine [usr] that's it [sys] my manager is nodding [usr] co [sys] yep [usr] thank [sys] lovely [usr] you very much will [sys] all [usr] will [sys] right [usr] you give [sys] we'll see [usr] us [sys] you [usr] a [sys] then [usr] call before because i've got to send someone down there to meet you [sys] absolutely he'll he'll give you a call before he arrives [usr] it's [sys] i'll make [usr] late [sys] sure [usr] morning [sys] he does [usr] cool [sys] by late [usr] thanks [sys] morning [usr] very much [sys] all [usr] it's [sys] right 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 we 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 you note you can now book dr 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 there good morning you're through to speaking how can i help [usr] hiya i am in a rented property and we moved [sys] ok [usr] in about three weeks ago the sink is not draining in the bath upstairs bathroom the [sys] weekend [usr] land lady called a plumber out on saturday and he advised that it was a drainage problem [sys] ok [usr] and another thing me and my boyfriend are both teachers i'm off sick right now but normally we're not available between half 7.5 4 and weekdays i was trying to book [sys] ok [usr] an an appointment and for a saturday and it didn't seem to be working [sys] yes right ok that can be done if i can just please take the post code [usr] it's b s3 3 hp [sys] sorry bx [usr] three three hp three i don't know the alpha hampton [sys] ok [usr] potato [sys] papa got you first line of address please [usr] [pii] [sys] thank you perfect and what's your name please [usr] [pii] [sys] thank you and a contact number please [usr] [pii] [pii] [pii] [sys] thank you now [pii] just to double check there is this a residential address [usr] what do you mean [sys] is this a house address obviously that you're calling for [usr] it's a house [sys] house but it's a non job ok that's fine no business perfect [usr] no i [sys] and i just want to double check do you think you might have a home care or a home care plumbing and trains policy at all [usr] i don't know because it's through the land lady but i can pass on her details if that's helpful [sys] just for this will be booked up this will be booked with a one off charge is this that's that's why i ask perfect [usr] i don't know all she all she said to me was can't be invoice to her and then sent her [sys] ok [usr] her her [sys] yes [usr] address and her phone number [sys] ok well we'll get that shortly that's not a problem [usr] come on [sys] to obviously attend on a saturday that's not a problem and i will just have to advise you there's no call out charge it's a free no obligation quote and the starting price would be £212 all in just to obviously advise her is is there any other things available do [usr] there are all the other sinks are fine the kitchen one's fine and the bath is draining strangely and the shower but we did have the washing machine was blocked and we unblocked it i don't know how these things work but maybe there's some way the washing machine is linked to the sink upstairs i dunno cos they both had draining problems [sys] right okey dokey that's not a problem and in terms of is there any vulnerabilities or any health issues that need to bear in mind [usr] i don't think [sys] ok no problem obviously i will text you on your number that you've provided to just confirm the booking [usr] ok [sys] and [usr] that's fine [sys] i and i and i'm sorry i will be requesting them now to have to call before time of arrival [usr] ok cool would you the invoice details now for the land [sys] in [usr] lady [sys] just in just 30 seconds it won't be a second [usr] ok cool [sys] i will update the system for that and can i just please take that information if you be kind [usr] great she's called [pii] [sys] ok [usr] the surname is [pii] and her address is [pii] [pii] [pii] [pii] [sys] it'll be more the email thing you can probably be done through there [usr] ok cool i have her email [sys] what do you do [usr] i should do hang on her email is [pii] [sys] [pii] [usr] [pii] [sys] i'm spelling [pii] i spell that wrong [usr] [pii] [sys] ok [usr] [pii] i don't know how to say it [sys] early [usr] and then it's [pii] [sys] is that strongly for the email is that how is that spelled as well bye bye [usr] that's for the email [sys] ok [usr] and then her phone number if you need that is [sys] right [usr] double s pardon [sys] i got it handy phone number [usr] cool [pii] [pii] [sys] ok [usr] [pii] [sys] [pii] [usr] [pii] [sys] yep sorry double 7603673 and what's after that [usr] sorry not quite double 760 376 [sys] 376 ok [usr] 313 [sys] ok cool that's fine that's no problem [usr] wicked cool [sys] that will be all booked in for you thank you very much [usr] all right thank you very much have a nice day [sys] no worries thank you [usr] bye [sys] excellent all right | 0Appointment / Booking
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[sys] thank you for calling dino rod partners with british gas please listen to the options carefully we can get you to the right team if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening thank you for calling you're speaking to [pii] how may i help [usr] hi do you do drain surveys as well as some blocking [sys] yes we can do [usr] ok cool what would the what would the cost be [sys] i don't know the cost myself but what i can do is i can see whether the local office is open now and i can put you through you can speak to them or i can make an appointment for them to call you on monday [usr] let's try and get a hold of him today if possible [sys] ok just bear with me what i need to do is just take your postcode to see what area you're in [usr] i'm in [pii] please [sys] [pii] [usr] [pii] [sys] ohh you did say that's my brain i'm sorry [usr] it's all right [sys] and i need to put my glasses on that would help right let me i'll just pop you on hold while i see they're still open [usr] ok thanks [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 hello there hi i'll just put you through to [usr] aye [sys] [pii] and she can answer all your questions for you thank you hello i'm fine thank you yourself [usr] you're right [sys] how [usr] good [sys] can [usr] thank [sys] i help [usr] you [sys] you [usr] i'm after i moved into a house er 18 months ago the drains were all blocked up the sewage drains outside i had them unblocked and now i can i can start to [sys] right [usr] smell sewage again outside the house i'd obviously somebody to come out and more than likely need to unblock it again but also [sys] right [usr] just to have the drains fully surveyed [sys] ok whereabouts are you right [usr] and oakwood [sys] i'll give [usr] leaves [sys] you the prices the price for the unblock it's 100 and 80 that includes your bat and the camera [usr] ok [sys] survey [usr] cool [sys] which is a separate issue we'd have to book that on it's it's 22 30 plus va t [usr] ok ok can it be done at the same time do you think [sys] i don't see why not i should be able to do that er [usr] ok [sys] just [usr] then and [sys] it [usr] then the question two [sys] right [usr] is [sys] is [usr] when [sys] it blocked [usr] when [sys] at the moment [usr] do you reckon it could be done well things are moving but it it's really really obvious the the nasty smell outside [sys] just let me look because i mean the cameras we're looking at a couple of weeks at the moment just let me see if i can [usr] ok then in which case the unblocking bit will [sys] that i mean [usr] need [sys] we [usr] to be [sys] can [usr] done sooner [sys] do that [usr] than that [sys] but the camera i'd have to we know what day we're on here let me have a look i know [usr] it's it's [sys] i know [usr] friday [sys] i've [usr] at last [sys] only mum i've only got an hour to go that's 42 hdihgd could book it on i can book the unblock for monday tuesday that's not an issue if you want me to do that and then book the camera after that we [usr] they don't [sys] do [usr] do over [sys] but [usr] the weekend [sys] it's it's more [usr] service [sys] expensive [usr] then [sys] because we just have an on call engineer on for emergencies [usr] ok and what [sys] i [usr] would [sys] mean [usr] that end up [sys] we [usr] costing [sys] we [usr] do [sys] wouldn't [usr] you think [sys] do a camera on a weekend cos we're now [usr] no no it's fine but it is [sys] unblock you're [usr] if [sys] looking [usr] we just for [sys] at [usr] the unblock [sys] let me have a look it's 225 in 225 for a weekend on a saturday and it's [usr] ok i mean i mean all [sys] right [usr] right [sys] i'll [usr] well [sys] book [usr] let's [sys] i'll [usr] go [sys] book [usr] for monday [sys] that on [usr] then [sys] for monday [usr] thanks [sys] and i'll er if you mention it to the engineer and then regarding the camera then i can book that on i mean if if if it's if if it's possible [usr] ok [sys] for [usr] what [sys] him to [usr] kind [sys] do [usr] of [sys] it [usr] time [sys] then it just [usr] were you [sys] depends how busy we are [usr] that's fine i mean it's obviously [sys] but [usr] not as urgent [sys] i said if [usr] to have [sys] if [usr] the camera [sys] monday [usr] but [sys] if [usr] it doesn't [sys] we're not [usr] need to do anything [sys] that busy and he can do it on the monday then we will but i'll i'll book it on for the i'll just book it on for the unblock at the moment [usr] ok [sys] i can take your name name and address then please [usr] ok [pii] and the address is [pii] that's ls 82 p a [sys] and your contact number [usr] [pii] [pii] [sys] right get that booked on for monday and if you can do the camera at the same time it just depends how busy we are but at the i'm [usr] ok [sys] sorry [usr] just what what time what i'm not gonna be in i'm just [sys] right [usr] thinking you probably better find a wife's phone number [sys] because at at the minute we're just booking all the appointments because we are busy [usr] well we'll need to know what time is gonna arrive because my wife will be with the school run [sys] well [usr] and she'll [sys] it it [usr] be [sys] will [usr] working [sys] give you [usr] we'll [sys] ac it [usr] need to [sys] will [usr] have a bit [sys] give [usr] of an idea [sys] her a call when he's on his way it's usually about half an hour's notice i mean look i can [usr] ok [sys] narrow it down to an am which is between nine and one all right i'll do that for [usr] that'd [sys] you then [usr] be better [sys] right what's her number [usr] it's [pii] [pii] [sys] ok well i'll do [usr] 954 [sys] i'll put you on for an unblock and i'll put on on the job that if you if if we can do the camera the same day we will do [usr] cool and then would they just camera every bit of the [sys] right [usr] external [sys] how big [usr] sewage [sys] a property [usr] in [sys] is it [usr] er it's a reasonable size i'm just think cos we're not to bore you but we're gonna have some building work done [sys] well [usr] it'll [sys] if [usr] be just [sys] she [usr] nice [sys] if [usr] to [sys] she [usr] know [sys] has [usr] where [sys] a word with the engineer [usr] where all [sys] when [usr] the pipes [sys] he's there cos [usr] are [sys] that that [usr] what [sys] price [usr] i mean [sys] is just for two hours for the camera the 2 30 plus vat if if if you want him more doing then he'd [usr] ok [sys] have to re quote it wouldn't be a lot more but we just tend to work on two hours for the cameras right ok [usr] that's [sys] i'll get [usr] fine [sys] that booked [usr] that's [sys] on [usr] fine [sys] for monday for you then ok thank you [usr] ok [sys] thanks [usr] thanks [sys] bye [usr] for your help [sys] bye [usr] bye | 0Appointment / Booking
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[sys] good morning diner plumbing [pii] speaking how can i help [usr] good morning my name's mister [pii] we were expecting a plumber to come out yesterday we had a message come through on our phones giving a number and saying someone would be arriving yesterday afternoon but no one turned [sys] no [usr] up [sys] one sent up right ok [usr] it's an ongoing job this is the problem [sys] all right ok can i just take your postcode please [usr] it's [pii] [pii] [sys] right fi what sorry [pii] [usr] [pii] [sys] ok is it a plumbing or a drains [usr] no it's plumbing [sys] plumbing ok that's not a postcode that in our area that we deal with if you just bear with me for a moment i'll just find the correct number for you [usr] right [sys] see we don't cover that area bear with me for a second sorry my computer's a bit slow at the moment and it was [pii] [usr] yes [sys] ok [usr] [pii] [sys] right ok it's the franchise that you need they're called met serve [usr] who [sys] met serve [usr] mets [sys] serve yes i can give you the telephone number and i can transfer you [usr] right if you give me the number first [sys] yes the telephone number is [pii] [usr] [pii] [sys] [pii] [pii] [usr] [pii] that's [pii] [pii] [sys] no sorry no it's [pii] [usr] yes [sys] [pii] [usr] right [sys] [pii] [usr] right we come through british gas the the all the booking was done through british gas cause we have a contract with them [sys] all right yes what they do if it's a plumbing they'll dispatch it to a plumbing or drains franchise [usr] right [sys] the franchise that they've passed your job to is mets serve [usr] right [sys] well i can only guess it's me i can only guess i've passed it over i can i could speak to the franchise just to make sure that they have passed it over to them [usr] right [sys] if you [usr] yep [sys] don't mind just holding for a moment i'll just have a look for you [usr] right thank you very much [sys] sorry can i just sorry it's mr [pii] [usr] haven't you [sys] i'll just check just one moment hello [usr] hello [sys] hello sorry it's [pii] again i'm trying to get in touch with the franchise but there's no answer at the moment i'm i think i'm number two in the queue [usr] right [sys] would you me just to transfer your call or would you to call back after [usr] no you can transfer it and i'll see if i can speak to him [sys] ok then thank you very much ok [usr] thank you [sys] see you bye [usr] bye [sys] you are number one in line and will be answered by the next available representative thank you for calling your call will be answered by the next available representative you are number one in line [usr] right [sys] and will be answered by the next available representative [usr] nonsense [sys] thank [usr] hm [sys] you for calling your call will be answered by the next available representative you are number one in line and will be answered by the next available representative [usr] what are you doing this morning i went to get a guy in a little room to put some bits away you just chucked and i put it in there of the passage [sys] good morning dino plumbing how can i help [usr] good morning my name's mister [pii] we we put in an old a job to be done through british gas and we're getting a bit of a run around at the moment with different numbers it's a plumbing job and we had dina rods come out and check the drains and it wasn't the drains but the plumber who came out the first time told us we needed a camera put down we had that done and the drains are all clear [sys] ok [usr] but we [sys] what [usr] got with the flush systems but it's on two toilets that's a [sys] ok what's the postcode please [usr] it's [pii] [sys] yep [usr] [pii] [sys] is that [pii] or [pii] [usr] [pii] that's right [pii] [sys] ok bear with me i'm just gonna bring the details up and is this mister [pii] [usr] that's right [sys] [pii] is it [pii] [usr] that's right [sys] ok [usr] we had a message left on the phone saying that someone would come yesterday and no one turned up [sys] ok [usr] and it's been ongoing now for three days we've waited in for quite a lot a lot of the time [sys] ok if you bear with me i'm just gonna see who covers that side of the business and then i'm gonna transfer you through to them bh 25 that would be [pii] are you able to hold just one moment sir [usr] yes [sys] ok thank you meserve part of the dino franchise group is your local plumbing partner we've managed emergencies across [pii] and [pii] since 2005 offering 24 7 attention for everything from leaky taps to bathroom installations need a helping hand we'll be with you shortly facing an unexpected emergency burst pipe in need of an urgent repair leave it to us trained to all the relevant standards our engineers have the experience needed to sort your problem quickly and efficiently and when we're not fixing leaks we're delivering a range of other services such as bathroom refurbishments and hot water cylinder and tank installation tell us how we can help when you're connected don't let a broken boiler turn your life upside down turn to dino whether you're facing a cold shower or sleeping in a wooly hat we give you the convenience of skilled engineers with the reassurance of a trusted nationwide brand thanks for holding here at dino we never compromise on training health and safety and qualifications these are the very foundations needed for us to carry out our work professionally and safely your assurance of superior quality workmanship and outstanding customer service and if we're ever at fault we won't hide please hold to hear more it's not uncommon for main supply pipes to burst or leak but what is unique is our use of ming technology when replacing them a mole is a round torpedo machine driven underground from the main valve to your property followed by a new pipe not only is this useful where access is limited you're also guarantee less disturbance and reduced costs go to mets.com for all the details there are three key principles at the heart of everything we do safety honesty and integrity you won't find a single white van engineer among our team instead you'll be treated to local friendly plumbing experts all qualified to at least nvq level two standard and still undergoing regular training to ensure the highest caliber service learn more about our staff online at mets serve.com meserve part of the dino franchise group is your local plumbing partner we've managed emergencies across [pii] [pii] [pii] and [pii] since 2005 offering 24 7 attention for everything from leaky taps to bathroom installations need a helping hand we'll be with you shortly facing an unexpected emergency burst pipe in need of an urgent repair leave it to us trained to all the relevant standards our engineers have the experience needed to sort hello [pii] speaking [usr] good good morning [sys] good morning how can i help [usr] my name's mister [pii] we're supposed to have an engineer come out yesterday we had a message left on our phone saying one would come out in the afternoon a plumber but no one came we're just trying to find out what's going on [sys] ok bear with me a second ok ok it looks it was originally booked for drains team to come out dina rods and they've obviously transferred it through to us now because it's nothing to do with them it's for in the plumber instead [usr] well what happened was the guy did come out the diner rod bloke and he he put the camera down and he showed us that all the drains were clear [sys] ok [usr] that wasn't the system but it it's the what he was saying it was the flushes on the toilets what are the problem they're not flushing [sys] ok we can get someone to you today to have a look at it it may require some parts which obviously then we'd have to order if if they're not standard parts or we [usr] right [sys] don't have them on our van but we can get someone to you today to to obviously have a look and then we can make that decision [usr] right do when that'll be [sys] we have the afternoon between one and six at the moment [usr] right we we'll take that i mean we we i mean this has been going on for three days now we've waited in quite a lot of time [sys] well hopefully we can get it sorted obviously unfortunately this is the first we're getting it we're a different company this is the first we're time we're receiving the job [usr] we we have had a plumber come out [sys] and what did they say they said that it wasn't it [usr] it [sys] wasn't [usr] it well well well let me tell you the story [sys] yes [usr] first [sys] please [usr] of all rods come out they looked and they done a couple of checks and they said it was the flushes and they went away then we made remade the call a plumber come out and he said it wasn't the flushes it's probably a blockage in the drains then [sys] hm [usr] we got iron rod back out again they checked the drains and the drains are completely clear [sys] ok [usr] it it's and it was the same guy and he said i i said it was the flushes i said well i did mention it to the plumber but i'm not a plumber i had to take their word [sys] i'm [usr] we're getting the run around that's all [sys] no of course let me just have a look and see who went there last time let's see if i can get something different very sorry the question right ok yes i can see that they the previous engineer said that he checked all the inlet valve all the flashes and everything was operating fine it was just that they wanted camera inspection which obviously [usr] right [sys] has happened and come back as as clear i'll get a different engineer to today this afternoon well to be honest i pushed it for more earlier in the day you're probably looking at about 11 ish by [usr] thank [sys] the time it gets [usr] you very [sys] to you [usr] right thank you very much [sys] no problem at all you have a good day [usr] right thank you [sys] thank [usr] bye [sys] you 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 the current wait time is approximately 10 minutes thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too want a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date did we can cover your home electrics kitchen appliances and plumbing and drains too ask us about upgrading your cover today have you checked your carbon monoxide alarm recently you can't smell or taste carbon monoxide it's important to make sure to test them regularly and to get your gas appliances serviced every year if you're not sure how to use all the controls for your central heating system just ask our engineer to talk you through them when we next visit freezing pipes are one of the most common causes of boiler breakdowns in winter the best way to prevent this from happening is to wrap insulated materials electrical heat tape or fiberglass round exposed pipes to protect them if you've got a condensing boiler you can have a condensate fitted this is an insulated pipe that stops your boiler waste pipe from freezing which is one of the most common problems for our customers just ask our advisor or one of our engineers about getting one thanks for protecting your home with british gas our nationwide team of expert engineers are always on hand to help and we're here whenever you need us did you can book an annual service visit or repair online it's quicker than calling plus you'll see exactly the same appointments as our team do over the phone looking for our latest energy hive and new boiler offers search british gas offers online or ask us today at british gas we're hiring a new apprentice every day until 2030 powering the skills of the future and helping customers create greener more energy efficient homes want to save a few £100 a year on your energy bills ask us how a high thermostat could help if you have home care cover for your boiler and we can't repair it we'll replace it for free if it's under seven years old whether we installed it or not at british gas we're making energy prices more predictable by increasing gas storage by 50% the 10 million customers who choose us as their energy supplier today can rely on us tomorrow too want a boiler that's over 10 years old a new energy efficient boiler could save you more than 20% on your gas bill think your heating system might be in need of a deep clean ask your engineer about a power flush or system filter when they next visit it's quicker and easier to call from a number we've got on file for you it's a good idea to make sure your contact details are up to date good evening you're through to british chef my name is [pii] how can i help [usr] hi [pii] i wonder if you can please i had yesterday one of your colleagues really really lovely man taha came round to fix a a blockage that i had on my middle floor in the house everything seemed to be absolutely fine and he explained that the blockage was there and that i've got a lime scale problem as well i was downstairs washing up five minutes ago and the same noises the same blockage type noises have started again on that middle bathroom the one that he says he's cleared out it's awful i hate it and i i flushed the toilet the water level again is rising it's going down but it's going down really slowly right [sys] ok and is it the only toilet in the property [usr] i've got well there's one i'm in a townhouse i've got one up on the top floor and then the bottom one which your colleague had said was absolutely fine there was a little bit of a block with hair and stuff in the in the shower but it's the middle floor it is the middle one that is causing a problem now i understand there's two things i understand that i'm under a 90 day warranty now because obviously he's been out but one of the things he said to me when i got home from work he had his camera out the pipes he said you've got masses of lime scale in the pipes which she is not helping it cos obviously we can they can clear the block but that's still there and i asked him for a quote and he did say i said i i just want this cleared up i can't take it it really scares me the noise the bubbling and everything [sys] what's the postcode let me have a look [usr] postcode's [pii] jd [sys] sorry [pii] [usr] [pii] [sys] sorry was that rg 27 9 j for juliet d for [usr] 99 [sys] delta [usr] juliet delta 17 foundry [sys] thank [usr] close [sys] you [usr] it should be [sys] ok what i'm gonna do because if i book an appointment we could end up with the same situation i'm gonna give you if it's ok you the job [usr] right [sys] the telephone number for the local office [usr] stop you was this the basingstoke one [sys] yes [usr] i don't want to speak to them i rang yesterday i thought they were terrible terrible and they completely dismissed me the girls i have to be honest in respect to her english wasn't very good and she said we don't have anything and and i tried to explain i said look i've been giving you a number honestly i don't wanna go there i'm not talking to if this has been done by your chat my question really is would i be able to get the lime scale done before christmas and he said yes call our office and we can get someone out to you if that's what it's gonna [sys] that's what he means he needs he means to call that office i can only just book a normal job in [usr] right [sys] this may need to be done in an in a longer amount of time [usr] right well they told me they said there was nothing that they didn't have anything until mid january i can't leave it that long i can't not if this problem [sys] but i [usr] is gonna continue [sys] right that all i i said what would happen is is all i'm going to do is i would be able to do is book a general booking in [usr] eight [sys] they're the ones if this is going to take a certain amount of time that's probably [usr] yep [sys] why they have said the middle of january [usr] well not the time the chap said to me all he needs they use a special of equipment to do the line the descaling i mean he said to me asked me to come back and i said could you come back before christmas eve he said yes i can [sys] yes [usr] ring [sys] he [usr] i [sys] may say he can but if his diary is booked up with appointments then he wouldn't be able to [usr] how do i get somebody in before christmas then do i get [sys] i don't [usr] this you [sys] think [usr] know [sys] we that we wouldn't be able to do this before christmas i mean [usr] right [sys] we've only got one day which is tomorrow [usr] what do i do about the blockage then the the noise is starting again it's exactly what i've paid the £180 to have it cleared do i do [sys] i i can book an appointment for that but if you have got a working toilet i can't guarantee it's going to be tomorrow [usr] bye [sys] which [usr] do i just [sys] is why [usr] book [sys] i was gonna [usr] in [sys] which is why i was gonna suggest to take that telephone number because [usr] but i'm [sys] ultimately [usr] i'm just a little [sys] what [usr] bit conf [sys] needs to be ultimately what needs to be done is the the quote that the engineer has given you [usr] of the lime to have the lime scale down i mean i don't know i'm hoping that is the answer because i wouldn't expect the blockage to be starting again the next day hardly used the toilet i mean we're only 24 hours ahead yet again that's that's my concern i've paid for that but it's doing it again 24 hours later we haven't done anything to it not cleared was it not cleared or or or do we just go for the lime scale do i try to get an appointment in for the lime scale to get that deep done as soon as possible he said the sooner you get that the sooner it's gonna help the pipe [sys] i mean he's the engineer i have to go with what he says but i again i can't book that in you'd need to give the local office a call [usr] they they're the people that would do the descaling then [sys] they are yes [usr] they are [sys] the local [usr] are [sys] they [usr] sorry [sys] they [usr] [pii] [sys] are local office [usr] go on [sys] that's where they our engineers are dispatched from that's where the appointments are booked from [usr] right [sys] that's where [usr] i see [sys] all your local engineers would come from [usr] right ok well he said he was reading that chap but is that ok the office is the office they are diner rod engineers are they [sys] the local office is us i mean we i'm the overnight emergency team at british gas the number you've been given is the office which is local to you where they dispatch the engineers from [usr] eight [sys] they will have all the booking times the availability and they'll have all the engineers notes as well [usr] hk ok well i'll i'll try try i i know what they're gonna say but i'll i'll try have [sys] all right [usr] you got [sys] i'm [usr] their [sys] sorry [usr] number [sys] of course [usr] it's [sys] i have that's not a problem [usr] ok [sys] let me get it for you it's [usr] it's [pii] [sys] [pii] [pii] [usr] that's a different one [sys] [pii] [pii] [usr] i definitely i wasn't given that yesterday i was given a basing boat number yesterday [sys] well that's who came out to you £17 be close isn't it [usr] yes it is [sys] that's who came out to you from that line [usr] ok it was double 189 double 86889 [sys] yes [usr] that was that was and what do i say to them do i say i've spoken to you already and i've been [sys] well you need [usr] then [sys] to tell them that the engineer is giving you a quote and you need [usr] that [sys] to get that booked in [usr] ok all right i'll i'll try that then and hopefully i hope that is the right thing to do but i'll i'll give that a try then and see when they but if they say it's not till january it means i've just got to wait till they're free [sys] yes [usr] right ok all right [sys] all [usr] i'll [sys] right [usr] i'll ring them now i mean i don't want it as an emergency because [sys] they're [usr] it's not [sys] not [usr] an emergency [sys] they they're not there until nine in the morning [usr] i there's no point ringing i'll ring in the morning anyway then ok [sys] yes [usr] well i'll i'll [sys] all [usr] try [sys] right [usr] that then thank your help [sys] all right thank you for your call bye bye [usr] [pii] | 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.com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes good evening [pii] speaking how can i help [usr] hello i'm around my mother in laws at the moment she's 78 years of age and she's got she got very my my be a toilet downstairs got blocked i've tried my best to clear but i can't we have to get the professionals in i think please [sys] no problem sir is it have you got british gas plumbing and drainage cover [usr] pardon have [sys] have [usr] you got [sys] they got plumbing and british gas plumbing and drainage cover [usr] have we got british gas all covered with arsenal my insurance we don't know [sys] no no there is a home care cover come if you with british gas there's a home care plan have you got [usr] are [sys] that or [usr] two [sys] do you [usr] seconds [sys] want to [usr] you'll [sys] pay [usr] with [sys] for the service [usr] gas on that you you no no it's not with british gas mate i'll have to pay [sys] no [usr] pay pay the call out fee whatever it is please [sys] no problem that's fine is it a residential property or a commercial property [usr] it's a a private residence [sys] thank you is there a house or a flat [usr] it's a [sys] thank you sir can i start taking the postcode please [usr] what's the postcode and more to tell you what it is hang on [sys] no [usr] hello [sys] problem [usr] it's [pii] [sys] ok [usr] [pii] [sys] thank you much and what is the issues the toilets are not working or [usr] it's just blocked the toilet's blocked when you flush it nothing goes down my husband has tried tried the o [sys] no [usr] dark side drain and tried the [sys] no [usr] actual [sys] problem [usr] toilet and nothing's nothing's moving [sys] no problem how many toilets do you have in the house [usr] two [sys] and both [usr] that [sys] of them are blocked or only [usr] no the [sys] one [usr] one's not blocked but my mum can't use the top one because she's just come out of hospital she she's hurt her leg she can't climb the stairs [sys] right ok no problem it's fine i will just book it the downstairs one is blocked [usr] yes it is yes [sys] ok no problem thank you just bear with me can you please confirm the first line of the address for me [usr] it's [pii] [sys] [pii] thank you as was said [pii] [usr] yes that's correct [sys] thank you much can you please confirm the full name for me [usr] the four [sys] your name full name [usr] my name will it have to be [pii] cos ii i don't belong at this property [sys] ok whoever want to book the job under [usr] [pii] [sys] the name please [pii] [usr] [pii] [sys] thank you [usr] and [pii] [sys] [pii] thank you much can you please confirm the best contact number we can give you a call engineer can need to call you prior to arrival [usr] it can be my number [pii] [sys] [pii] [pii] [usr] [pii] [sys] [pii] thank you [pii] [usr] [pii] [sys] thank [usr] that's correct [sys] you much ok and how long this has been blocked for just started today or is it been [usr] it just [sys] from [usr] started [sys] last [usr] today no it started [sys] no [usr] today [sys] problem what happened when you tried to do the flushes not draining [usr] it's [sys] is [usr] not draining [sys] that right [usr] no it just comes up to [sys] thats [usr] the rim [sys] all [usr] and it drains very [sys] ok [usr] very slowly but not a lot of [sys] downstairs [usr] there you go [sys] let's see have toilet up they have ok has anybody got any medical conditions or any vulnerabilities which we need to be aware of obviously [usr] no [sys] your [usr] it's obviously my mum obviously she's she's very unable to walk very far but i'm at the property [sys] ok [usr] anyway [sys] no and she just come out from the hospital is that correct [usr] a couple of days ago [sys] ok and she cannot go upstairs that's [usr] no [sys] why [usr] no [sys] you're booking ok that's fine ok you want somebody to attend tonight and then [usr] yes [sys] emergency [usr] please [sys] ok thank you you will receive a text message as confirmation that [usr] ok [sys] your appointment is going to be booked and in next couple of hours one of the engineers will attend and tonight is going to be bank holiday today bank holidays it's £299 [usr] ok that's [sys] yes [usr] fine i thought i'd be done [sys] no problem [usr] she [sys] yes [usr] can't be [sys] sir [usr] with [sys] it's [usr] it at [sys] a [usr] all [sys] bank call [usr] but [sys] that's why it's extra charges £299 you can either pay by cash or you can pay by card [usr] ok [sys] and it's all been booked and confirmed you will receive a text message in next [usr] ok [sys] couple of minutes as a confirmation with your job reference number that your job has been booked and confirmed [usr] ok [sys] and somebody will attend the job in next couple of hours i cannot give you any exact time but you [usr] no that's [sys] will receive [usr] fine [sys] a phone call from the engineer and somebody will come and attend the job thank [usr] ok [sys] you much for your call [usr] thank you ever [sys] take [usr] much [sys] care thank [usr] thank you [sys] you bye [usr] bye bye [sys] you're welcome 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 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 speaking to [pii] how can i help [usr] hello i'm looking to see whether i can get someone to come out and check a laboratory blockage [sys] ok is it the only sell in the property [usr] is it the only [sys] bye [usr] it's the only one well there are two but there is there is one upstairs but it's not the water's not going down and i think the pipe is blocked somewhere but it's not outside cos we've tested that [sys] ok and is this your own premises and do you have british gas home care for plumbing and trains [usr] i've got british gas electricity but i'm not sure what that has [sys] ok can i take your postcode please [usr] [pii] [sys] yep [usr] [pii] [sys] and the first line of your address please [usr] phone [sys] no [usr] number [sys] the first [usr] can [sys] line of the [usr] i give [sys] first [usr] you a mobile [sys] line of the address please [usr] ohh first mine sorry [pii] [sys] give me two seconds [usr] i'm afraid there's a few of us with the same postcode [sys] can i take your name please [usr] missus [sys] ok [usr] [pii] [sys] i can see obviously you do have i just had a british gas account but there's no plumbing no drainage on there we could still do the job of course but it would just be a one off [usr] no [sys] payment [usr] i ok all right that's that's fine [sys] the [usr] how much [sys] the [usr] are we [sys] inspection [usr] talking about [sys] call out are free [usr] or does that [sys] the guys [usr] on [sys] can [usr] what [sys] come [usr] you [sys] and check [usr] find when you [sys] if it is just the standard blockage and the price would start 170 including the a if it was anything different than that they would discuss with you beforehand [usr] ok [sys] and just make sure you're aware of everything before they did anything [usr] ok that that that's ok now [sys] well [usr] how quickly [sys] as i said [usr] can [sys] because [usr] somebody [sys] it's you [usr] come [sys] know technically [usr] here [sys] you don't have a working toilet for us it does go down as an emergency it doesn't cost any anymore but it does mean they'll be out today [usr] ok fantastic [sys] yes [usr] cos then at least we'll get to the bottom of it rather [sys] that's [usr] than [sys] it [usr] keep trying [sys] er can [usr] to do [sys] i just [usr] ourselves [sys] check there's no [usr] where [sys] one in [usr] getting [sys] the property [usr] nowhere [sys] with any vulnerabilities ok good as i said [usr] no [sys] what happened is that the guys know will call when they're on the way they'll come around and do their inspection if they do anything chargeable it's just a cash or card [usr] ok [sys] payment to them once they've finished that's it all right [usr] cash [sys] then [usr] or card when they finished ok fantastic and the other thing is i i would suggest as we're quite hard to find that that somebody gives me a ring when they're when they're close by because we all have the same [sys] no [usr] postcode [sys] problem [usr] and it seems to send [sys] the [usr] people [sys] guys are supposed [usr] to whichever [sys] to call [usr] one [sys] anyway [usr] it feels [sys] just obviously [usr] on the day [sys] if you have to miss out for whatever reason give you a chance to get back they should be calling anyway but i will put in the notes as well yes please [usr] ok and do you want my mobile number [pii] [sys] thank [usr] [pii] [sys] you as i said i will put in the notes as [usr] [pii] [sys] well as because then obviously then you can just guide them in that's all been important for now all right then bye bye [usr] ok fantastic lovely i'll see you later lovely 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 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 we are closed for employee training if you suspect a gas escape please call the gas emergency service | 8Sale
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