Couples Reunited - Wednesday

‘Got another matrimonial valuation for you.’ Says negotiator S with a rueful shrug.

It’s that time of year again. Along with short-lived diets and gym memberships, couples decide it’s about time they ditched their partner along with the pies.

‘Are they serious?’ I ask flatly. Quite often these things settle down after the enforced togetherness of extended Christmas and New year breaks. Couples go back to routines of work and childcare and decide to muddle on, as the annoying habits of their other half are mitigated by time apart.

‘Well they weren’t talking to each other when they came in.’ Says S with a grimace. ‘They communicated through me.

‘Terrific.’ I mumble. ‘Children?’

‘Two.’ Answers S.

It just gets better.

No matter how many times separating couples tell themselves it will be beneficial for the children, that they’ll have quality time alternate weekends, that it’s for the offsprings’ welfare. It isn’t. Trust me I know. It’s the selfishness of adults, pure and simple. The kids would walk through fire and broken glass to avoid a broken home. Saturday sessions in the cinema and a not very happy meal at McDonalds are no replacement for the security of your own room and your own parents.

‘Are you sure they don’t want a formal valuation for court purposes?’ I probe. Often the estate agent is just a stooge giving a free valuation that will be waved in court as the couple argue over who gets what and who has to pay what. If that’s the case they’ll have to pay for a surveyor to carry out a formal appraisal, in writing, one that can be used by the lawyers. If they have no intention of selling I have no intention of wasting my time.

‘I did press them. Individually, obviously as they weren’t communicating directly.’ Says S. ‘But they are adamant they’ll be selling and splitting the proceeds.’

Maybe not once I’ve given them a reality check, I think ruefully, and almost certainly not once the lawyers get involved. Matrimonial solicitors at law LLP- misery and prolonged conflict our speciality…

‘Tell him I’m not changing my mind.’ Instructs the stony-faced woman when I’m sat in their cramped two bed flat, later. So now I know who’s been playing away. Men can be so stupid. The bloke looks suitably shame-faced and a bit beaten. Just wait until he hears what it will cost him, it would have been cheaper and less painful to to pay a Dominatrix by the hour.

‘How soon can you have it on the market?’ Presses the woman as I catch sight of a frightened face peering around the lounge door. A little boy with fear and confusion in his eyes looks at me like a startled rabbit and I’m sent tumbling back forty years.

‘Tell her we don’t know how much it will fetch yet.’ Says the man, via me. He has a point. They paid over the odds for this dark flat, the lease isn’t all it could be, the management company are a bunch of shitesters and there’s a rumoured hole in the sinking fund - and one in the flat roof.

‘We’re selling no matter what. Tell him that.’ Instructs the woman. I’m pretty sure he heard. Suddenly as I prepare myself to give them the bad news, I see another smaller figure in the door frame. A cherubic little girl is clutching her brother’s hand and a small Princess whatever-her-name-is doll, from Disney’s Frozen. It’s frostier here.

For f**ks sake just talk to each other and work it out, I want to scream. It’s a whole lot lonelier and chillier out on your own, particularly as you’ll need to find about twenty grand to pay off the mortgage company’s shortfall. This is a waste of time. They should have called a counsellor. I hit them with the price.

The small boy laughs and his sister puts a hand to her mouth.

‘Umm, mummy said a bad word.’ Says the boy gleefully.

‘We’re not giving it away.’ Sing the pair in unison.

I like to think I’m doing my bit for society.

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Please Hold Caller - Monday

‘No calls for a while please.’ I tell the office as I begin the retreat to my own space. I don’t often close the door – not least because it’s lonely in there - but some calls need to be away from the general public.

‘Got to speak to the bean counter’ Asks assistant manger T with a wry smile.

Not sure publicising the nickname for my pedantic little figure-fiddling boss was the smartest move I’ve made, but once the lid’s off the box…

‘I’d rather not initiate a call.’ I tell T as he nods in understanding.

‘Secret girlfriend?’ Suggests lettings lush B with a salacious smirk.

‘He’s happily married.’ Counters negotiator S sweetly.

‘Yeh right.’ Contributes fat mortgage man M sarcastically. ‘We deal with more matrimonials than the Citizen’s Advice Bureau.’

‘You’re so cynical.’ Says S with the sort of naivety that only a girl with a single-hand boyfriend count since school, could muster.

‘If you must know,’ I tell the team, glad of the delay. ‘I’m about to ring a customer help line.’ The laughter takes a while to subside.

‘We’ve got to listen to that.’ Pleads T, tears of mirth not far away. ‘Could you instigate your open door policy?’

I promised myself I wouldn’t use the F-word and I fail even before I dial the suspiciously coded number that will probably cost me 45 pence a minute, or at least the bean counter - an upside I hadn’t expected.

‘I’m guessing it won’t be a pleasant experience for the end-user.’ Suggests S with a smile. I bang on day in, day out, about listening to clients needs and responding positively without resorting to a script. Major on the point of difference someone human can give, if they really go the extra yard – metres are available too you Trading Standards Nazis – and respond to requests by doing what they say, by delivering top-notch service. Without it we’re just another agent that nobody likes much.

‘You should tape it so we can have a giggle later.’ Suggests T. The secret recording equipment was banned some time ago, but not after we had several Christmas parties-worth of tapes where other agents responded to fee enquiries and mailing list requests, with laughable ineptitude.

It’s illegal to record without permission.’ I say limply. I think it is, but then I can’t keep up with conflicting legislation at the best of times. I’m supposed to be the Freedom Of Information Act officer - but I try not to tell anyone. The Data Protection Act just adds to the confusion. The thought of telling the call centre drone that I might record my call for training purposes gives me some amusement though. It won’t last.

‘You’ll probably get some dozy Indian who can’t speak English.’ Snarls B with the lack of political correctness that wins her lots of love from Eastern European tenants, trying to rent without references in English.

‘You can’t say that.’ Counters S feistily.

Race Relations Act, I’m 99% certain…

‘We are experiencing high levels of calls,’ clanks an automated voice I already hate as much as that officious woman on my wife’s car sat nav.

‘Of course you are.’ I mimic. When don’t you? I insist my staff answer within three rings but this doesn’t seem to apply in Mumbai. And the accountants think they’re saving the company money by sacking UK staff.

Ten minutes of unlikely 80s soft rock later I’m given several keypad choices, none of which are what I want. I press the # key repeatedly, just for the hell of it. I read somewhere if you don’t conform you jump the queue and speak to a real person. Instead I’m asked for my date of birth, something that really pisses me off.

Far off birthday recited twice, order number parroted in the slow fashion you’d talk to a toddler, or a tottering pensioner, and I’m asked for my home address. The expletive vow fails again.

‘I’m sorry, I didn’t hear that.’ Chimes the digitised voice. ‘Did you say: 4 Duck’s Lake?’

Close, but no cigar - and no refund. I had to hang up to take a call from my boss.

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