08 January 2010
We are issuing urgent advice to customers after the coldest night of the winter so far.
Thousands of customers across the North West could be without water because their own water supply pipe to their house is frozen. The problem is not affecting United Utilities' water mains network - just their own pipes.
United Utilities, which supplies water to seven million people in Cumbria, Lancashire, Greater Manchester, Merseyside and parts of Cheshire, has received more than 7,500 phone calls from worried customers in the last 24 hours about the issue - ten times more than on a normal winter day.
The problem is that freezing temperatures have frozen the water inside the customers' own water pipes, cutting off their water supply. The problem is not affecting the water supply network so there is little the company can do other than offer advice.
United Utilities' network manager Stuart Atkinson said: "Due to the severe weather conditions we are receiving an exceptionally high volume of calls from customers telling us that they have no water or frozen pipes. Unfortunately this is a problem we can't help people with because it affects their own private pipework and not our network. However there are things people can do."
If you have no water, check whether the problem is affecting your neighbours before contacting United Utilities. A problem with the mains supply will affect large numbers of people, so if it is only you or a couple of your neighbours the most likely cause is your own frozen water pipes.
Thawing your pipes can take some time but it is possible to help yourself. Here's how.
- First, locate your main stop tap. It is usually under the kitchen sink or in a utility room closest to where the water supply enters your property.
- Apply a hot water bottle to the pipe or use a hairdryer in short bursts.
- Please note you should never use a naked flame near the pipes.
- Please avoid using heat on or near your water meter.
The information is available on the Emergencies section of the United Utilities' website. The website also contains details about the operation of your heating system while your pipework is frozen.
Added Stuart: "Once pipes are thawed it is essential people properly insulate them as soon as possible to stop it happening again."
United Utilities has drafted in extra call centre staff to deal with calls but is urging people only to call if they think the problem affects the whole street, rather than their own supply pipe.
People should also be aware that freezing water expands and may break pipes, which when thawed may then start to leak. Make sure you have the name of a good local plumber to hand.