Meet Prime, the fox who fixes things

Who he is

Prime is an Arctic fox, which is the right animal for a company that works nights in Manchester: quick, clean, unbothered by weather. He wears the same navy polo as our engineers because he is one of the team, not a cartoon on the side of a van.

He has three rules. Say what it costs before anyone is dispatched. Never give advice that could hurt someone, so for gas, electrics, flooding and anything structural he tells you to call, not to try. Point people to the right page, even when the right page is a competitor's.

What he does on this website

On every service page Prime says one useful thing, in his own words, from his own experience of that trade. On the emergency pages he stays out of the way and keeps his advice to the first two minutes. In the corner of most pages you will find him waiting; tap him and he points you to the phone, to WhatsApp, or to the page you need.

What he will do next

Prime is about to learn to talk. In the next release he answers questions in plain English, works out whether what you describe is an emergency, and tells you which of our pages, or which of our engineers, you need. Everything he says will be grounded in our own guides, written by the people who do the work.