The implementation of the new procedure was phased. Phase one was the doing of it. Phase two was not telling anybody about it. Phase three was people ringing the old number on Monday and being told they had to ring the new number. Phase four was service managers finding out that they're now being charged to report building problems.
The return to rainy weather has brought a few new leaky roofs to our attention and this, together with the half-term holiday vandalisms, has kept Maisie busy on the 'phone to the call centre. This morning was the capper. She'd reported the problem, or so she thought, when the operator said:
"I've taken down all the details. I can't give you a log
number for this call because I'm not on the repairs system."
"You're not on the repairs system?"
"I'm just covering calls while the person you should be
talking to has gone to the loo. I'm really Network Rail."