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.
Nick Robertson, a First Call Operative responding to emergency gas callouts in our Epsom region, was called to a gas escape in Wimbledon. When he arrived, he was greeted by Ms L, who seemed anxious – but Nick sensed there was more to it.
The property was clean but dated, and Nick wondered if she might be moving in, moving out, or simply not living there full-time. After carrying out his initial checks, ventilating, and isolating the Emergency Control Valve, Nick conducted additional tests and showed Ms L how to isolate the gas supply in future.
She told Nick the smell of gas was coming from the kitchen. While she tried to ignite her hob without success, Nick could hear the controlled release of gas – but she couldn’t. It struck Nick that her hearing may have deteriorated.
Nick discovered the hob ignition had been switched off inside a kitchen cupboard. She seemed confused and insisted she hadn’t been in there. When he asked if anyone else could have turned it off, she said no and Nick began to wonder if this might be the early stages of dementia, but avoided asking directly to avoid causing offence.
Through gentle conversation, he learned she had lived there for many years, had a son in Middlesex who rarely visited, and was struggling financially despite owning a home in a prestigious postcode area. The garden was overgrown, repairs were needed, her fridge was broken, and she was trying to keep food cool in the sink.
While her gas appliances were fine, it was clear she needed extra support. Nick explained our Careline service to her, where we can offer extra help, free of charge, to people who need priority support either temporarily or long term. She was hesitant at first as many people value their independence, but Nick reassured her there was no obligation, just the opportunity to have a friendly chat and access help if needed.
Thanks to Nick’s observation, Ms L is now on the Priority Services Register, has had a safe and well visit, received energy efficiency and financial advice, and was issued a food voucher and a CO alarm. Without our frontline colleagues like Nick, this customer could have gone unnoticed for a long time. Thank you, Nick, for looking after her so well.
