What to do about burst pipes

SCOTTISH Water has drafted in extra resources to deal with the effects of the weather on the water infrastructure.

During the recent cold snap an army of Scottish Water staff has been working round the clock in extreme conditions to answer customers’ concerns, to keep information up to date and ensure burst pipes are repaired as quickly as possible.

Engineers have been on duty throughout the holidays, working in freezing temperatures repairing burst pipes every day.

Scottish Water is also asking customers to be on alert throughout the festive period and to help by reporting visible bursts in the public network directly to the Customer Helpline on 0845 601 8855 or via the web site www.scottishwater.co.uk by clicking on ‘report a leak’ link.

The freezing temperatures and the thaw have seen a rise in the number of calls received. Since Christmas Eve Scottish Water has received over 14,000 calls from customers seeking help - more than four times the normal level for this time of year.

Peter Farrer, Scottish Water’s Customer Service Delivery Director said: “Many of our calls are from households affected by frozen pipes or bursts in their homes. When they call with an internal problem we offer them advice on how to get a plumber or helpful hints on our dedicated webpage at www.scottishwater/warmpipes.

“If we are unsure if this is an internal issue with the household, or an issue with our assets, or both, we then send a field technician out to the customer’s premises to assist.

“We are aware that we may be taking longer to answer some calls or respond to appeals for help. For this we apologise and thank our customers for their patience as we work to deal with all these issues. During the freezing temperatures the majority of calls are about frozen pipes. However, as the temperatures rise and the thaw takes hold this is when there is a heightened risk of burst pipes that affect both our customers’ water connections and our pipe network.”