THE sound of an overflowing drain running like a river through my backyard and spilling raw sewage came as no surprise. As a matter of fact, with the good rains of late I was expecting it because it always happens – heavy rain equals the drain to overflow.
And yes, we all know that there is a problem with the sewer system and the real problem seems to remain a mystery.
However, the reason for this letter is not to complain. I am writing to the RECORD to acknowledge wonderful service and to ask residents to think twice before they blame those taking your call at the call centre or those cleaning up the mess in your garden.
Of course your first reactions is: “Don’t you dare give me the line that there is a 24-hour turn-around time for complaints.” I have to admit, it was my reaction as well and then, on second thought, I realised, the lady taking my call is only doing her duties. Of course she has to inform you about the turn-around time and of course she cannot change it, nor can she change the system, nor can she get the teams on the ground to work any faster.
Then arrives the team and what a pleasant surprise. I was met by five very friendly people and their service was quick, efficient and professional.
With this I want to request residents to take the time next time to chat to the team who visits you to unblock the drain. You will soon learn that on the day that your complaint was so important to you, they had been up since very early, driving from one blocked drain to the next attending to complaint after complaint after complaint. And they still do this in a friendly manner.
I can assure all residents that the list of complaints this team attended to on that Sunday, was a very long list of drains already unblocked, and many more still to be unblocked.
Take the time to realise that they are there to clean up the mess because a system can’t handle the mess – they are not the reason for the mess.
With that then, to the very friendly and helpful lady who took my call on Sunday, January 24, thank you for being so professional. To Thabo and his team who tended to the mess in my backyard on the same day, thank you for the friendly and professional manner in which you handled the situation.
I truly hope that the powers that be in the metro take note of the people on the ground, and especially of their efforts.
Grateful Florentia resident
