Sometimes it’s not easy to explain a problem in your home over the phone – it’s much easier to show someone. 

So we’re pleased to announce that we’ve started trialling the use of video call technology to help you do exactly that. 

Previously, we’ve needed to come to your home to diagnose a problem, which can mean a wait of a few days for an appointment. Once we’ve diagnosed the problem, we might need to go away and get the right parts and tools to solve the issue, delaying a resolution a few more days. 

With video calling, we can potentially diagnose the problem straight away over the phone and either help you solve it there and then, or figure out what’s wrong, order any parts we may need to fix it and book an appointment to come and solve the problem first time. 

For example, when it comes to boiler checks, if you can show us the boiler via a video call, we can often identify a solution, getting your heating and hot water back on straight away and eliminating the need to wait in for a visit. 

We believe this could save you a lot of time and money, which we can use to focus on repairs and other works, helping to drive down customer waiting times for support. 

Where a fix isn’t possible, video calling can help us to identify the parts or materials needed to repair your issue as part of your first appointment, removing the need for a second appointment. This means we can provide a faster and more efficient service for you. 

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 So what do I need to do?

We’re currently trialling how this technology works in some of our areas, and initially focusing on gas and electric emergencies, as well as some damp and mould related repairs.

If it works well, we’ll look to roll the technology out further. 

So if you’re asked to give it a try, all we ask is that you have an open mind – it’s really easy to use and you won’t need any technical expertise. Our friendly team will help you through the process. 

For your peace of mind:

• We’ll never video call you out of the blue – we will only ever activate a video call with your permission during an ongoing call 

• We’ll only ever use the call for the intended purpose – diagnosing a repair issue. 

• If you accept a video call, we’ll only be able to see what you show us on your camera. Accepting a video call won’t give us access to any data whatsoever that is held on your phone. 

If you have any questions about our video calling service, please contact us.