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What to do if you have a water leak during lockdown

A water leak in the home causes a lot of hassle, but with the whole country on lockdown it makes it even harder to get the problem sorted.

Now Severn Trent has come up with a way to help customers across South Derbyshire and North West Leicestershire who have a water leak without having an engineer enter their home.

The “virtual field team” has prevented more than 1,270 engineer visits across the area the firm covers by using video calls.

A spokesman said it helps keep customers and engineers safe by preventing an initial visit in person.

Rather than engineers attending physically to diagnose leaks or other water problems, they use video calls to speak directly to customers and provide help and advice.

Goldan Mclean, the virtual field team manager, said: “We set up the virtual field team in 2018 to initially help with customers reporting leaks as our engineers can actually see the leak on the phone and raise the right job to fix it there and then, saving the need for an initial inspection.

“Now with the current situation we’re in, our team has expanded the work we’re doing and we’re now supporting with a lot of more customer issues.

“We know there’s a worry at the moment, with customers and our teams with the spread of coronavirus, so this means we’re able to provide a safe virtual service that’s still face to face, while keeping everyone safe.”

The team are now using video calling to speak to customers directly with issues like reporting leaks, finding stop taps, being shown how to isolate their water supply and reporting faulty covers.

Mr Mclean said: “Some of our customers may be isolating or high risk, but still have a problem with their water and need to speak to us.

“They may be worried about getting in touch as they don’t want anyone coming in to their home, but luckily our team is able to help with that, as they can still get the same great service, but it’s just done safely through video call instead.”

Anyone wanting to contact Severn Trent’s virtual field team can call 0800 9172477 between Monday and Friday from 6am to 10pm, Saturday from 8am to 4pm or Sunday from 8am to 3.30pm.

Customers can also email VFTenquir[email protected] for help.



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