Over the festive season, we’re celebrating our frontline engineers who have made a difference this year in helping vulnerable customers needing a little extra help.
One of our engineers, Jamie Flint from our Horsham region, attended a property that had reported a suspected carbon monoxide (CO) issue. The customer, Mr K, had reported a yellow flame on his hob.
Jamie carried out all the necessary checks and quickly made the property safe, but he also noticed Mr K wasn’t on the Priority Services Register. He was an older customer living alone, and clearly needed a little extra support.
Remembering about the support we offer vulnerable customers, he raised a referral to our Careline team to make sure Mr K got the help he needed.
Thanks to that referral, Mr K received support through our Care & Repair service. Not only did he get a new hob to replace the dangerous one, but it was also discovered his boiler needed to be replaced too and this was taken care of at the same time.
After the work was completed, Mr K sent us some lovely feedback about Jamie, saying: "This young man was patient with me. I have dementia so absorbing and retaining information is difficult for me. Such a polite young man, thorough with his work and he made me feel comfortable about all he has done."
When we shared this feedback with Jamie, he said: "I'm glad I’ve helped a vulnerable customer and that we’ve made their property safe. Careline referrals are an amazing tool for us engineers and others across SGN to use to support the most vulnerable. I’m just glad I made a difference and it's wonderful to hear the great feedback."
