Area Homes<\/p>\n
Call Centre Observations<\/p>\n
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. <\/p>\n
Batch 1<\/p>\n
\u201cI got a card through tellin\u2019 me I had ring up to re-arrange for your glazer to come and \u2018ave a look at our bathroom window\u201d<\/p>\n
\u201cThe door frame has split where the top hinges are screwed into it\u201d<\/p>\n
\u201cI need one of your plumbers… again! The tap is still dripping\u201d<\/p>\n
\u201cOur boiler isn\u2019t firing up and giving us any hot water\u201d<\/p>\n
\u201cWoke up this morning and the wind has blow the back fence down during the night\u201d<\/p>\n
\u201cI think there might be a nest of wasps under the eaves of our roof; there are lots of \u2018em flying around \u2013 looks like they are going in and out\u201d<\/p>\n
\u201cEvery time it rains heavily, our back guttering overflows\u201d<\/p>\n
\u201cWhen is the plumber due please?\u201d<\/p>\n
\u201cThe lift isn\u2019t working\u201d<\/p>\n
\u201cI\u2019ve missed your joiner; can you have them come back please?\u201d<\/p>\n
\u201cThe radiator in our hallway isn\u2019t heating up; can someone come out to have a look at it?\u201d <\/p>\n
\u201cSomeone\u2019s been out and worked on our roof but we\u2019re still having water seeping through during heavy rain\u201d<\/p>\n
\u201cPart of our lounge skirting board has dropped off\u201d<\/p>\n
\u201cThe light in the back bedroom will not switch on\u201d<\/p>\n
\u201cI\u2019m just checking when someone will be coming out to fix our damaged kitchen draw\u201d <\/p>\n
\u201cI\u2019ve had a letter telling me my rent payment was late last month\u201d<\/p>\n
\u201cThe toilet handle has come loose and it will not flush\u201d <\/p>\n
Batch 2<\/p>\n
\u201cOur hot water is still only warm. Someone was out working on it yesterday but it still seems the same\u201d<\/p>\n
\u201cI\u2019ve come home from taking the little one to school and got a card saying your electrician has been \u2013 can you send him again\u201d<\/p>\n
\u201cThe redecorating still needs doing after our burst pipe. The new plaster has dried off now; when will someone come?\u201d<\/p>\n
\u201cThe elevator is faulty \u2013 its stuck on the third floor and will not budge\u201d<\/p>\n
\u201cOur bathroom door handle has fallen off\u201d<\/p>\n
\u201cWhy can\u2019t I have an appointment so I can be home when you call?\u201d<\/p>\n
\u201cOne of the electric sockets in the kitchen isn\u2019t working\u201d<\/p>\n
\u201cOur boiler will not light \u2013 we\u2019ve no hot water\u201d<\/p>\n
\u201cI\u2019ve come home and found a crack right across the glass in our kitchen window\u201d<\/p>\n
\u201cI\u2019ve sorted the front door lock myself\u201d<\/p>\n
\u201cOur concrete front step is cracked and half is now loose and wobbly\u201d <\/p>\n
\u201cOur dustbin wasn\u2019t emptied this morning \u2013 is it you I need to speak to?\u201d<\/p>\n
\u201cThey\u2019ve 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\u201d<\/p>\n
\u201cThe joiner said I had to call you to get painters round to under-coat and gloss the new door\u201d<\/p>\n
\u201cA couple of tiles came off at number 6 opposite in the wind yesterday \u2013 I can see the gap they\u2019ve left from here. It is the Johnson\u2019s; I think they might be away on holiday at the moment\u201d<\/p>\n
\u201cThis is the third time I\u2019ve had one of these through the door. I want your painters round when I can be here \u2013 I work you know!\u201d<\/p>\n
\u201cOne of the cupboard doors in our kitchen has broken off\u201d<\/p>\n
\u201cA back bedroom window has been smashed next door to us \u2013 it\u2019s the empty one; the Smith\u2019s moved out last week\u201d<\/p>\n
\u201cCan we arrange for the redecorating to be done now the plaster-work is dry\u201d<\/p>\n
Batch 3<\/p>\n
\u201cI\u2019d like someone to come and have a look at the lock on our back door \u2013 it is really stiff; I can hardly turn the key\u201d<\/p>\n
\u201cOne of our radiators only heats up lower down \u2013 the top half stays cold\u201d<\/p>\n
\u201cI\u2019ve had a card through saying someone called while I was out\u201d<\/p>\n
\u201cYour builder has been \u2013 I wasn\u2019t home at the time\u201d<\/p>\n
\u201cThere is a set of deep foot-prints in the wet cement \u2013 you\u2019ll have to send someone back\u201d<\/p>\n
\u201cThe kitchen tap drips \u2013 can someone come out to fix it please\u201d<\/p>\n
\u201cI\u2019ve had another one of your cards put through the letter box while I was out \u2013 can you get them back round please\u201d<\/p>\n
\u201cYour workman has just gone \u2013 he\u2019s left his saw\u201d<\/p>\n
\u201cIs it alright to have a satellite dish fitted to my house\u201d<\/p>\n
\u201cOur toilet isn\u2019t flushing properly\u201d<\/p>\n
\u201cThe front door really jams against the frame making it pretty hard to open and close\u201d<\/p>\n
\u201cI\u2019ve noticed a damp patch on the wall in the front room under the window; I think water might be getting in somehow\u201d<\/p>\n
\u201cYour roofer has been \u2013 I wasn\u2019t home at the time\u201d<\/p>\n
\u201cDo you know when I\u2019ll be getting someone calling round about the re-plastering?\u201d<\/p>\n
\u201cWho do I need to speak to regarding an electrician please\u201d<\/p>\n
\u201cSomeone put a card through while I was out \u2013 it is about our faulty boiler\u201d<\/p>\n
\u201cI think we might have a mouse living behind the skirting board\u201d<\/p>\n
\u201cOne of the double glazed units is faulty and water has started building up between the two panes of glass\u201d<\/p>\n
\u201cOur toilet has blocked again \u2013 the plumber was only here at it yesterday; something must still be wrong\u201d<\/p>\n
\u201cThe hot bath tap is really slow, worse than it was \u2013 can someone come and look at it again please\u201d<\/p>\n
\u201cI\u2019m still waiting for a visit about our fencing and it has been over a month now\u201d<\/p>\n
Page 2 of 2<\/p>\n","protected":false},"excerpt":{"rendered":"
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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[10],"class_list":["post-91498","post","type-post","status-publish","format-standard","hentry","category-research-paper-writing","tag-writing"],"_links":{"self":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/posts\/91498","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/comments?post=91498"}],"version-history":[{"count":0,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/posts\/91498\/revisions"}],"wp:attachment":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/media?parent=91498"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/categories?post=91498"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/tags?post=91498"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}