Use cases

Put gas, electrical and sewage dangers in front of a person

GB energy supplier. Reads written contacts for gas smells, CO, electrical danger or sewage, now or not. It detects no leaks and tells no one they are safe.

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Try it on this example

Example · A billing email with a gas smell in the kitchen mentioned first

Channel (email, chat, app, social, web form): Email

Message

From: Jess Holloway <jess.holloway@example.com> To: Customer Service <hello@brightwell-energy.example> Date: Thu, 24 Sep 2026 07:42 Subject: Bill says estimated?? Hi, Not sure who to tell about this, but there's been a funny smell in the kitchen since last night, like eggs gone off. It's worst near the cooker. We opened the windows before bed and it's a bit better this morning, but you can still smell it when you walk in. My son has asthma and he's been coughing a bit, though that might just be the cold air. Also, can you tell me why my bill says estimated? I sent a meter reading through the app on Monday and it still hasn't used it. Account 4401 2298 7765. Thanks, Jess
  1. Which safety hazard does the message describe?Gas100%
  2. Is the hazard in the message happening now, possibly ongoing, or over?Happening now100%
  3. Does the message say someone in the home is unwell or at higher risk?Yes98%
  4. Does the customer say they have already called the emergency line or that an engineer is coming?No91%
  5. Does the message give the address or postcode where the hazard is?No80%
  6. Does the message also ask about something other than the hazard?Yes99%
  7. How soon should a person pick up this message?Duty team now100%

These are real answers stored from one run on this example.

The prism behind it

Put gas, electrical and sewage dangers in front of a person7 questions

Fields

  • Channel (email, chat, app, social, web form)
  • Message

Context

Safety guide of an energy supplier in Great Britain that supplies gas and electricity to homes. Customers write by email, web chat, app message, social media and web form, often about something else. Each message is read here on arrival, before it joins any queue, so that a message describing a possible live hazard reaches the duty team, who call the customer. The emergency lines stay the route for emergencies: a fixed reply written by the supplier gives the numbers. Nothing here detects a leak, judges whether a home is safe, or tells a customer anything. A message describes a hazard when the customer describes the signs in their own words, even without naming it: a smell like rotten eggs or gas, a hissing pipe, a carbon monoxide alarm going off, headaches, sickness or drowsiness that ease when people leave the house, a meter or fuse box that is buzzing, hot or scorched, sparks or a burning smell from sockets, wires hanging down, water or sewage coming into the home. People at higher risk: babies and children, older people, pregnant women, anyone unwell or with a breathing condition, a disability, or anyone who cannot leave the home unaided. Go only on what the message says; do not infer anything from names, wording or tone. The account address and any open emergency job are looked up by code.

Questions

  1. Which safety hazard does the message describe? Choice

    Read the message and the signs in the context. Choose the hazard the customer describes, in any words. If it describes more than one, choose the one that could cause the most serious harm. Choose a hazard even when it sounds past or fixed; the timing question covers that.

    • Gas A smell of gas or rotten eggs, a hissing pipe, or a suspected gas leak.
    • Carbon monoxide A carbon monoxide alarm sounding, fumes from an appliance, or headaches, sickness or drowsiness linked to an appliance or to being at home.
    • Electrical Exposed or damaged wires, sparks, a burning smell from sockets, or a hot, buzzing or scorched meter or fuse box.
    • Power line or substation A fallen or low power line, a damaged pole, or an open or damaged substation.
    • Water or sewage inside the home Water or sewage coming into the home, especially near electrics or the meter.
    • No hazard The message describes no safety hazard.

  2. Is the hazard in the message happening now, possibly ongoing, or over? Choice

    Read the message. Judge the hazard it describes, going by what the customer says about when it happened and whether it has stopped. Pick one option.

    • Happening now The customer says the hazard is present now or still going on, even if it has eased.
    • May be ongoing The hazard happened recently and the message does not say whether it has stopped or been fixed.
    • Past or fixed The customer says the hazard is over, was fixed, or has been made safe by an engineer.
    • Question only The customer asks what to do if a hazard happens, or asks about safety in general, with no hazard described.
    • No hazard described The message describes no hazard at all.

  3. Does the message say someone in the home is unwell or at higher risk? Yes / No

    Read the message and the list of people at higher risk in the context. Does it say that someone in the home is feeling unwell, or is in one of the higher-risk groups? Go only on what the message says. Yes: The message says someone in the home is unwell or at higher risk. No: The message says nothing about anyone unwell or at higher risk.

  4. Does the customer say they have already called the emergency line or that an engineer is coming? Yes / No

    Read the message. Does the customer say they have already called a gas, power or other emergency line about this hazard, or that an engineer or the emergency service is on the way or has been? Yes: The customer says the hazard has already been reported, or an engineer is coming or has been. No: The customer says nothing of the kind.

  5. Does the message give the address or postcode where the hazard is? Yes / No

    Read the message. Does it give an address, postcode or other location clear enough to find the property with the hazard? A room inside the home, such as "the kitchen", does not count on its own. When it is missing, code uses the account address. Yes: The message gives an address, postcode or clear location. No: The message gives no location that would find the property.

  6. Does the message also ask about something other than the hazard? Yes / No

    Read the message. Besides any hazard, does it also ask about something else, such as a bill, a meter reading, a payment or a move, which still needs handling in the normal queue? Yes: The message also raises something other than the hazard. No: The message is only about the hazard, or only about something else with no hazard.

  7. How soon should a person pick up this message? Choice

    Judge the message as a whole against the safety guide. The answer is a suggestion for the duty team and the queue; it never replaces the emergency lines and never tells the customer anything. Pick one option.

    • Duty team now A hazard that is happening now or may be ongoing: the fixed reply with the emergency numbers goes out and the duty team calls the customer.
    • Same-day check A hazard that sounds past or fixed but could come back, or a message where it is unclear whether a hazard is described: a person checks it today.
    • Normal queue No hazard described, or only a general safety question: the message joins the normal queue.

Lens columns

hazard, hazard_probability, hazard_timing, hazard_timing_probability, people_at_risk, people_at_risk_probability, already_reported, already_reported_probability, location_given, location_given_probability, other_request, other_request_probability, route, route_probability

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