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ScenarioB-CallCentreObservations.docx

Area Homes

Call Centre Observations

The following material represents the results of listening in to telephone conversations between call handlers working for Area Homes and tenants ringing up about repairs to their properties. They represent the actual data gathered by you when undertaking 3 observation visits to the Area Homes call centre in Hull. For the purposes of this scenario, treat them as the typed-up versions of hand-written notes made when listening to calls. They try to capture, (or at least summarise), what the caller was contacting Area Homes about.

Batch 1

“I got a card through tellin’ me I had ring up to re-arrange for your glazer to come and ‘ave a look at our bathroom window”

“The door frame has split where the top hinges are screwed into it”

“I need one of your plumbers... again! The tap is still dripping”

“Our boiler isn’t firing up and giving us any hot water”

“Woke up this morning and the wind has blow the back fence down during the night”

“I think there might be a nest of wasps under the eaves of our roof; there are lots of ‘em flying around – looks like they are going in and out”

“Every time it rains heavily, our back guttering overflows”

“When is the plumber due please?”

“The lift isn’t working”

“I’ve missed your joiner; can you have them come back please?”

“The radiator in our hallway isn’t heating up; can someone come out to have a look at it?”

“Someone’s been out and worked on our roof but we’re still having water seeping through during heavy rain”

“Part of our lounge skirting board has dropped off”

“The light in the back bedroom will not switch on”

“I’m just checking when someone will be coming out to fix our damaged kitchen draw”

“I’ve had a letter telling me my rent payment was late last month”

“The toilet handle has come loose and it will not flush”

Batch 2

“Our hot water is still only warm. Someone was out working on it yesterday but it still seems the same”

“I’ve come home from taking the little one to school and got a card saying your electrician has been – can you send him again”

“The redecorating still needs doing after our burst pipe. The new plaster has dried off now; when will someone come?”

“The elevator is faulty – its stuck on the third floor and will not budge”

“Our bathroom door handle has fallen off”

“Why can’t I have an appointment so I can be home when you call?”

“One of the electric sockets in the kitchen isn’t working”

“Our boiler will not light – we’ve no hot water”

“I’ve come home and found a crack right across the glass in our kitchen window”

“I’ve sorted the front door lock myself”

“Our concrete front step is cracked and half is now loose and wobbly”

“Our dustbin wasn’t emptied this morning – is it you I need to speak to?”

“They’ve been out twice now. Last night we had some rain and it is still getting in down the side of the window frame in the back bedroom”

“The joiner said I had to call you to get painters round to under-coat and gloss the new door”

“A couple of tiles came off at number 6 opposite in the wind yesterday – I can see the gap they’ve left from here. It is the Johnson’s; I think they might be away on holiday at the moment”

“This is the third time I’ve had one of these through the door. I want your painters round when I can be here – I work you know!”

“One of the cupboard doors in our kitchen has broken off”

“A back bedroom window has been smashed next door to us – it’s the empty one; the Smith’s moved out last week”

“Can we arrange for the redecorating to be done now the plaster-work is dry”

Batch 3

“I’d like someone to come and have a look at the lock on our back door – it is really stiff; I can hardly turn the key”

“One of our radiators only heats up lower down – the top half stays cold”

“I’ve had a card through saying someone called while I was out”

“Your builder has been – I wasn’t home at the time”

“There is a set of deep foot-prints in the wet cement – you’ll have to send someone back”

“The kitchen tap drips – can someone come out to fix it please”

“I’ve had another one of your cards put through the letter box while I was out – can you get them back round please”

“Your workman has just gone – he’s left his saw”

“Is it alright to have a satellite dish fitted to my house”

“Our toilet isn’t flushing properly”

“The front door really jams against the frame making it pretty hard to open and close”

“I’ve noticed a damp patch on the wall in the front room under the window; I think water might be getting in somehow”

“Your roofer has been – I wasn’t home at the time”

“Do you know when I’ll be getting someone calling round about the re-plastering?”

“Who do I need to speak to regarding an electrician please”

“Someone put a card through while I was out – it is about our faulty boiler”

“I think we might have a mouse living behind the skirting board”

“One of the double glazed units is faulty and water has started building up between the two panes of glass”

“Our toilet has blocked again – the plumber was only here at it yesterday; something must still be wrong”

“The hot bath tap is really slow, worse than it was – can someone come and look at it again please”

“I’m still waiting for a visit about our fencing and it has been over a month now”

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