Yorkshire Water offers advice after surge in calls on Frozen Pipes

YORKSHIRE WATER has seen a huge surge in customer calls asking for advice about frozen pipes over the weekend.

In the 24 hours from Saturday 18th December morning through to Sunday 19th December morning, the company has received approximately 700 customer calls – a two fold increase on normal levels. With sub-zero temperatures forecast across the region for the foreseeable future, the company has almost doubled its call centre staff to field the increase in calls coming in from customers and get the right help and advice out to those who need it.

It has also assembled a team of volunteers to manage the impact of frozen pipes on any vulnerable customers, such as the elderly and people who require water for medication, and ensure that if required, bottled water reaches them wherever possible.

Pat Hargreaves, Yorkshire Water’s customer experience manager, comments: "We've seen a huge increase in calls coming in from customers about frozen pipes in the last 24 hours and we’re working really hard to help them by getting advice to them about how they can thaw any frozen pipes and make sure they’re well protected from the elements.

“There are a few simple measures any customer who is suffering from a frozen pipe can take to hopefully resolve the problem. We’re advising customers to apply a gentle heat to any frozen pipes, using a hairdryer or similar heat appliance to carefully direct the heat to where it is needed, thawing the pipe at the end nearest the tap first. It’s important a gentle heat is used and it’s applied gradually, rather than a sharp extreme burst which could result in the pipe bursting. We’re also stressing to customers that a naked flame should never be used to thaw pipes.”

For further information and an audio guide on what to do if you have a frozen pipe and how to protect your pipes this winter, visit yorkshirewater.com/frost.