26th Sep, 2018

Plumber's shrug of the shoulders leaves Redditch mum fuming

Ross Crawford 14th Apr, 2018

A MAJOR housing group is reminding its staff to pick up on important notes after a Redditch woman was left with an overflowing cistern in her bathroom for days.

Kayleigh Deavs says when she dashed home to let the plumber in to make the repair he was just leaving her close as she arrived.

“I signalled to him to turn back but he just shrugged his shoulders and drove off,” said the single mum.

Kayleigh is a tenant with Fortis Living but, working full-time, she was having difficulty arranging a time for a plumber to come out and repair the cistern.

Fortis was only offering appointments between 8am and 1pm or 12noon and 4.30pm but on March 22, explaining her predicament, she asked Fortis to ask the plumber to call her when he was on his way so she could dash home to let him in.

The call centre operator agreed this would be done.

During the afternoon she called three times to make sure everything was alright and was assured it was.

At 3.54pm she received a text from the plumber saying he was on his way and Kayleigh, who works for IT firm Agora, raced home, arriving in good time, only to see him just leaving.

The following week, March 28, Kayleigh tried again, only for no call or text to arrive and again she missed the plumber.

A spokesperson for Fortis said: “It is not our practise to offer a ‘call ahead’ service. The customer does, however, receive a text message informing them the operative is en route.

“Ms Deavs had requested the operative call when on his way to her property. Our contact centre did add notes on the system but this was not picked up on the operative’s notes. Our contact centre advisors have been sent out a reminder with regards to this following this incident.”

Fortis eventually carried out the repair last Friday.

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