Virtual Inspector Team cut 10,000 unnecessary callouts
We’ve helped customers avoid more than 10,000 unnecessary visits by our engineers in just one year - thanks to the support offered by our innovative Virtual Inspector team.
Virtual Inspectors are on hand
Our specialists, based out of our HQ in Worthing, West Sussex, are on hand online and can speak to members of the public on how to cope with a range of practical concerns about the services we provide.
Common issues include problems with water pipes and leaks in people’s properties, and help needed to isolate and switch off water supplies.
For example, if a customer reports a leak in their home, the Virtual Inspector can explain how to close a stop tap to temporarily tackle the problem, ready for the arrival of an in-person inspector. And if necessary, raise the work to replace the defective equipment to be replaced, directly to the contractor, bypassing the need for an in person visit.
Led by team leader Mary Penn, Virtual Inspectors are able to quickly resolve around 90% of the jobs they face, and where they can’t solve them fully, they can prepare an in-person inspector to complete the task quickly by requesting the right skillset and equipment – saving around 750 days of inspector time across the past 12 months.
Mary said: “We trialled the virtual team around a year ago and it has proved to be a big success. Since then, we’ve saved more than 10,000 Network site visits.
“Not all jobs can be handled remotely and will still rely heavily on the 70 Network Inspectors out in the field when we need a hands-on approach, but this new system is making sure our customers receive the right support each time.”
The team - made up of Mary and ex-Network Inspectors Chris Harris, Ollie Hall and James Pope - also provide support and guidance to third parties and contractors who are carrying out work related to our network.
To log a call and speak to one of our Virtual Inspectors, the number is 0330 303 0368.