Meet Adam, an engineer and life-saving hero

Who would’ve thought fitting a boiler could save a life? That is precisely how one morning turned out for our engineer, Adam. He’s been working for British Gas for 20 years and when he drove to install a new boiler for an elderly customer, his day quickly took a different turn.

The installation was scheduled to take two days. So after doing some of the work the previous day, Adam had arranged to finish fitting the new boiler early the next morning. It was his first job of the day and with light morning traffic, he arrived at the customer’s house bright and early.

As usual, he knocked on the front door, but there was no answer. He knocked again, harder this time, and when no one answered, he knew something was wrong. Adam went around to the back door and knocked again. He still got no response and when he looked through a side window, he saw the customer lying on the sofa. He called out her name and banged on the window, but she remained still and unresponsive. And that’s when he started panicking.

A race against time

Adam prepared himself to knock down the front door, but then noticed an open window upstairs. Without giving it a second thought, he ran to his van, grabbed his ladder and made his way up and into the upstairs bedroom.

He quickly rushed downstairs and gently shook the customer. She murmured, but was barely conscious, so Adam phoned 999. Following the operator’s instructions, he made sure the customer was breathing, checked her pulse and put her in the recovery position while waiting for the ambulance to arrive. When the paramedics got there, they stabilised the customer and took her to hospital.

“They got there quick, but it seemed like a lifetime in that situation. They were brilliant and took over straight away, reassuring me and reassuring the customer even though she was unconscious.”

A humble hero

Adam said he did what anyone else would do if they faced a similar situation. “I hate to think what would’ve happened if I didn’t turn up that morning. It feels good to know I helped. I’d be lying to say I wasn’t scared, running into that building, but I was doing what anybody else would do”.

Since then, Adam has caught up with the customer. She has made a full recovery and is doing very well.

Putting our customers first

Our team of 6,000 engineers are dedicated to keeping Britain’s homes warm and working and giving our customers the very best service. And by working on the front line, they sometimes have to step up to challenges that fall outside their day-to-day jobs. Adam’s story is testament to how we put our customers and their safety first.

We’re incredibly proud of Adam for going above and beyond the call of duty and saving someone’s life. And we hope to always help our customers when they need us.

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