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.

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Yorkshire Water on Leaks and Frozen Pipes

THE BIG FREEZE currently blighting the whole of the Yorkshire Region has seen a 60% increase in customer calls to Yorkshire Water to report possible leaks and frozen water pipes. The company has been busier than usual on the ground too attending around 68 bursts a day – a 23% increase on the same period last year.

The company is calling for the public to help them in reporting leaks by calling its Free Leakline number 0800 57 35 53.

Yorkshire Water currently has 140 people working on leakage detection - a 15% increase on this time last year - and is recruiting an additional 120 people to focus in this area between January and March 2011. However, the company still rely on people flagging up problems in their area. Tony O'Shea, who is the network optimisation manager at Yorkshire Water, said:

"Our customers played a huge role in flagging up bursts last Winter, enabling our teams to get out quickly to carry out the necessary repairs and we'd once again urge them as our eyes and ears on the ground, to get in touch with us if they spot a leak by calling our freephone Leakline number."

Yorkshire Water have also issued advice on protecting water pipes from the freezing conditions.

Customers are advised to:

• Keep your home heated during a very cold snap - set your timer to constant or 24 hours and use your thermostat to maintain some warmth through the night and whilst you're out. 
• Wrap all pipework, cisterns and tanks in unheated areas like lofts, roofs, outbuildings and garages with insulation, using good quality waterproof foam lagging that meets the requirements of British Standard 6700 and Water Supply Regulation. 
• Get to know your stop taps! The main one is often found under the kitchen sink and you'll need to turn them off quickly if there's a burst. 

For further information and an audio guide on how to protect your pipes this winter, customers can visit the Frost Protection webpage on the Yorkshire Water website.

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