Had a problem with blocked sewerage drain spent an...

Had a problem with blocked sewerage drain spent an hour on hold with no answer and ended getting someone else out. They found the issue to be with the communal drain so had to get Thames water out anyway. Back on hold again. No rain going on, no freezing weather so no apparent reason why it takes over an hour to get through in an emergency. They answered after 1.5 hours. From that point on it's been exceptional. Very polite and informative operator, fast response and fix. Such a shame that the initial hold time cost me a lot of money and mared the experience