So many things have gone wrong lately. I lost a letter from the government and didn’t know what to do. It had warned me I might get fined if I didn’t fill in a form.

First I rang the local council, they gave me a phone number. Yesterday I rang it but due to technical problems they were not accepting calls.

So today I rang back. I spoke to a lovely and helpful man called Keith. He said he could help find the letter and what form I needed to fill in but the system was down so he would ring me back…

A few minutes later he called back. He had found my account and could complete the form with me over the phone but I would have to submit it myself so he would save it for me.

I’m so glad he helped, the 20 questions were complex and vague at the same time. I tried my best to answer accurately. I think I did OK. Once we were finished he gave me a long reference number and explained what I needed to do to submit the form. I explained that I sometimes shake I can hit the wrong keys. I asked what to do if I went wrong. He said just ring the department back with the reference number.

Then he said he could stay on the line and talk me through it! He did so and the form was submitted successfully! Thank you Keith!