Cable Forum - View Single Post

Red Robin · 30-10-2006, 09:13

Not sure if this has been resolved yet, but if it's still ongoing, I may be able to assist. As said on another post this morning, what I mean is I may be able to get an answer as to the serviceability of the property for you.

There is a process (whether it works or not is another matter) whereby when a customer calls in and their address cannot be found on our systems, they (customer services, sales or whoever) should then forward a query to a local planning office who then look into the serviceability of the address. If it is serviceable then they add it onto the systems and the person in sales (or wherever) is informed and they should then call the customer back and proceed with the sale. In cases where the property is not serviceable, the same person should call the customer back with the (often detailed) explanation given by planning as to why it can't be done. We give a detailed explanation as possible, so the customer doesn't just get the "sorry can't do it" message and gets a full explanation as to why.

Unfortunately as this is a call they don't really want to have to make, I suspect a lot of the time it doesn't get done, it then waits for the customer to call in again, property is still missing from the system, query gets sent to planning, and the whole thing goes round and round. I bear testament to this, as I sometimes get queries over addresses 3, 4, 7, 8 + times.

With regards to the one flat which is already installed, the system can also backfire here too. It may be that it was added to the system without being thoroughly checked for serviceability by planning, perhaps it was added somehow without plannings involvement (this also happens, much to our annoyance), but in any case, just because it is installed doesn't mean a) that it should be b) thats it's legal c) that it's been done properly or d) that any of the others can be served. Each needs to be studied on it's own merits.

I have contacts in Manchester planning who I know will help. If you can tell me a bit more about where the flat is (pm me if you like) I'll need postcode and address, then I'm sure I can at least find out what the CORRECT situation with regards to the property is.

HTH

30-10-2006, 09:13	#13
Red Robin Inactive Join Date: Jul 2006 Posts: 38	Re: NTL refusing to do installation. Not sure if this has been resolved yet, but if it's still ongoing, I may be able to assist. As said on another post this morning, what I mean is I may be able to get an answer as to the serviceability of the property for you. There is a process (whether it works or not is another matter) whereby when a customer calls in and their address cannot be found on our systems, they (customer services, sales or whoever) should then forward a query to a local planning office who then look into the serviceability of the address. If it is serviceable then they add it onto the systems and the person in sales (or wherever) is informed and they should then call the customer back and proceed with the sale. In cases where the property is not serviceable, the same person should call the customer back with the (often detailed) explanation given by planning as to why it can't be done. We give a detailed explanation as possible, so the customer doesn't just get the "sorry can't do it" message and gets a full explanation as to why. Unfortunately as this is a call they don't really want to have to make, I suspect a lot of the time it doesn't get done, it then waits for the customer to call in again, property is still missing from the system, query gets sent to planning, and the whole thing goes round and round. I bear testament to this, as I sometimes get queries over addresses 3, 4, 7, 8 + times. With regards to the one flat which is already installed, the system can also backfire here too. It may be that it was added to the system without being thoroughly checked for serviceability by planning, perhaps it was added somehow without plannings involvement (this also happens, much to our annoyance), but in any case, just because it is installed doesn't mean a) that it should be b) thats it's legal c) that it's been done properly or d) that any of the others can be served. Each needs to be studied on it's own merits. I have contacts in Manchester planning who I know will help. If you can tell me a bit more about where the flat is (pm me if you like) I'll need postcode and address, then I'm sure I can at least find out what the CORRECT situation with regards to the property is. HTH