Emergency call triage, set by you

Three levels, clearly separated

• Safety: gas smells, carbon monoxide, danger to life. Fixed, approved wording directs the caller to the right emergency service. We never treat these as a plumbing job to diagnose.
• Urgent: whatever you define, for example an uncontrolled leak, water near electrics, or no heating with a vulnerable person at home.
• Routine: everything else, sent as a normal text.

What happens with an urgent call

1. 1

   Spotted

   The receptionist recognises the signs you've listed, in the caller's own words.

2. 2

   Details first

   Name, number and postcode are taken so nothing is lost if the line drops.

3. 3

   Put through

   If you've chosen it, the call is transferred to you or your on-call engineer.

4. 4

   Never dropped

   If nobody answers, you get an urgent text at once and the caller is told it's been sent.

What it won't do

It won't tell a caller their problem is safe, won't give repair instructions, and won't promise an engineer is on the way unless that's been confirmed. A safe handoff beats a confident wrong answer.

Questions