A spotlight on Technical Support

Jo Bailey, Domestic Energy Assessor support team

How to skip the queue in a couple of clicks!

Jo Bailey is one of our longestserving members of the Domestic Energy Assessor support team, having previously worked as an estate agent and professional model before joining Elmhurst in 2009. But our support team members do more than answer your queries over the phone and via email they’re also the authors of Elmhurst’s technical bulletins, such as Heating Systems, which Jo wrote last year.

Jo explains more about her role with Elmhurst’s technical support team, including how most of your questions can be answered in a few clicks!

How do you find working on support? emails every day. Sometimes it feels that when I put the phone down I'm picking it straight back up again!

But despite being busy, we get some really nice people calling in and there’s a good vibe in the team and a good variation of knowledge as well.

What are the most common queries people ask about?

We get a lot of questions about acceptable evidence as well as rooms in the roof and heating especially electrical boilers.

Why did you write the Heating Systems webinar?

Because of all the calls we get! When I’m on the phone listening to members I write down ideas about possible CPD courses, as well as future technical bulletins. We’re really open to new ideas so if you feel like there’s an area where there’s not enough information, we really want to hear from you. Tell us your ideas!

How can people access support without phoning in or sending an email?

I would say that most answers to the questions we get can be found in the Technical Bulletins or manual. There’s a Technical Bulletin for pretty much everything, but we do get some questions that are too weird/ different and won’t be answered in a technical bulletin.

What’s the weirdest/ funniest question you’ve received?

Is it possible that there’s a room thermostat underneath the floorboards?