Complete the notes below. Write ONE WORD AND/OR A NUMBER for each answer.
CityCare Property Services Roof Leak Inspection
Customer details
Address type: 1 ……………………
Apartment number: 2 ……………………
Postcode: 3 ……………………
Leak details
Affected room: 4 ……………………
Leak is near the: 5 ……………………
Stain colour: dark 6 ……………………
Possible electrical risk: ceiling 7 ……………………
Inspection arrangements
Appointment time: 8 ……………………
Technician will call 9 …………………… minutes before arrival
Other information
Pet in apartment: 10 ……………………
Keys
1 apartment
2 405
3 3008
4 (the) lounge
5 (the) window
6 brown
7 light
8 2.30 / 2:30
9 30 / thirty
10 dog
Transcript
Part 1: You will hear a conversation betwceen a tenant and a call handler about arranging an inspection for a roof leak.
AGENT: Good morning, CityCare Property Services. You’re speaking to Tom. How can I help?
TENANT: Hi Tom. I’m calling to report a roof leak in my apartment and I’d like to book an inspection.
AGENT: I’m sorry about that. I’ll take a few details and arrange a visit. First, can I take your full name?
TENANT: It’s Olivia Grant. G R A N T.
AGENT: Thanks. And just to confirm, this is an apartment property?
TENANT: Yes, it is.
AGENT: What’s your apartment number?
TENANT: It’s number 405.
AGENT: And could you also give me the postcode for the building? I need that to pull up your exact file on our system.
TENANT: Sure, the postcode is 3008.
AGENT: Thank you. Now, when did you first notice the leak?
TENANT: Late last night during the heavy rain. I heard dripping and then saw marks on the ceiling.
AGENT: Which room is affected by the water?
TENANT: It’s mainly in the lounge. The hallway seems fine for now.
AGENT: Alright, I’ve noted the lounge. Is the leak coming through in a specific area, or is it widespread?
TENANT: It’s just in one place. It is right over by the window.
AGENT: Okay, near the window. You mentioned earlier that you saw a stain spreading. Can you describe what it looks like? What colour is the stain?
TENANT: It’s a dark brown colour.
AGENT: Is it leaking at the moment?
TENANT: No. It stopped this morning, but the ceiling is still damp.
AGENT: Any safety concerns, like water getting close to any electrics?
TENANT: Yes, it’s quite close to the main ceiling light, so I turned the switch off just in case.
AGENT: Good. I’ll note a possible electrical risk and mark it as urgent. Have you been able to protect the floor?
TENANT: I put a bucket under the drip and moved things away.
AGENT: Great. Let’s book the inspection. Are you available tomorrow afternoon?
TENANT: Yes, after two o’clock.
AGENT: We have a slot starting at 2.30. Does that work?
TENANT: Yes, 2.30 is perfect.
AGENT: The technician will check the ceiling inside and may need to inspect the roof space above. Please clear the area under the leak so they can work safely.
TENANT: Sure, I’ll move the coffee table.
AGENT: Thanks. The technician will phone you exactly 30 minutes before their arrival. If the front entrance is locked, could you meet them downstairs?
TENANT: Yes, I can do that.
AGENT: Do you happen to have any pets in the apartment?
TENANT: Yes, I have a dog.
AGENT: That’s fine, but please keep the dog in another room during the visit.
TENANT: No problem.
AGENT: Excellent. You’re booked for tomorrow at 2.30. We’ll send a short confirmation message today. Anything else?
