The winter environment and canal locale can present many challenges for long term mooring customers; expectations of which services Waterside mooring can provide out of hours or holiday period are not always clear.
Breakdowns can be difficult and frustrating, but if we are unfortunate to suffer a breakdown it is helpful to understand what our response times and actions are likely to be.
The purpose of this note is to promote consistency in decisions when handling emergency or out of hour call outs on directly managed moorings managed by Waterside Mooring (classed as L1 moorings or Directly managed moorings). It sets out the level of service that a mooring customer can expect, with some extra clarification about response times for different types of problem.
Please note that one article could never detail the huge range of problems that could occur, we offer guidance on the most frequent or requested. If you are in doubt or concerned, please do contact our out of hours team on 0800 4799947 or for wider enquiries, not related to any emergency, contact Waterside Mooring on 03030 40 40 40 or email
Typical guidance & advice is provided below:
Frozen water pipes: The default position is to do nothing, since any ‘thawing’ is likely to have only a very limited chance of success. If the water is frozen in locations where a heat trace or a frost watcher is in place such as a service block or pontoon site, a call out is justified to establish nothing electrical has failed. Mooring Agreement Terms & conditions 6.9 provides guidance on this:
6.9 The Boat must have a minimum level of on board facilities to allow the ability to be self-sufficient (including the provision of portable water storage with toilets connected and wash cubicles). We reserve the right to request confirmation from you upon renewing your use of the Mooring that your Boat has the required basic facilities prior to occupancy at the Mooring Site.
Therefore, as the customer we are expecting you to have such services as to sustain yourself for a period if the onshore services fails or becomes unavailable. Allowing such time as repairs can be put in place, interim solutions provided and/or until normal working hours are resumed. Where a supply is frozen for an extended period we will review this accordingly.
Pump Out: A distinction is made between frozen or broken down. If frozen, then we wait for the thaw out. For a defective pump out, the first response is to try and fix the unit. If the problem is sewage leaking or overflowing, we will respond to that call on the same or next day as appropriate.
SMART Bollard failures or problems
In the event of failure out of hours, it is vital that information such as your name, site name & type (found in your welcome pack), bollard number and the nature of the fault are presented at the time of the call.
If a remote fix cannot be applied at the time or a repair cannot be made remotely then we will endeavour to repair faults for customers who are on;
Residential and/or Premium moorings, on the same or next day;
Standard moorings, on the next available working day (subject to other factors such as bank holidays);
Basic moorings, within 3 working days (subject to other factors such as bank holidays).
If the outage is likely to extend past 5 days due to bank holidays or extended holiday periods such as Christmas, irrespective of mooring type, the Trust will endeavour to repair such problems much sooner. Please note that this applies from the date the report was made and received. We cannot retrospectively apply a start date to bring forward a repair.
As part of the solution diagnosis; It is crucial that some key questions are answered in relation to the electrical outage, these questions protect both the Trust and the customer and provide a quicker response. These are detailed in the T&Cs each user signs up to on the Meter Macs portal. We need to ensure that you, as the customer, are aware of the terms and conditions 1.3 and 1.4 specifically and provide clear responses if requested.
1.3. In the event that you experience unscheduled power outages or faults with your electricity supply, you agree to check that your electricity cables have been installed correctly, are being used correctly and your account sign-in details have been entered correctly before contacting CRT.
Therefore, as the customer it is important to confirm you have checked shore supply cables, plugs or other ancillary equipment which may be broken or defective or which might give rise to an obvious problem, as per condition 1.4. You will have checked your login details.
1.4. If you continue to experience problems with your electricity supply (after conducting checks in accordance with clause 1.3, above) you should report the problem to CRT. An engineer will be called out (on the next working day) to assess the problem and to attempt to repair any faults or arrange for an exchange of parts. We reserve the right to charge you for any callout if the fault is found to be with your connecting cables or electrical installation or resulting from incorrectly entered account details.
If the problem remains, despite these checks; Advise the out of hours team accordingly for further advice and assistance, following their guidance as necessary.
In terms of a physical attendance, a great many fixes can be made remotely and will not require any physical attendance. If no fix can be made remotely, waterside mooring will be made aware on the 1st available working day and contact will be made to those affected to agree a solution. For residential or premium customers attendance by a contractor may be actioned to resolve sooner. In these cases, Waterside mooring, will be advised on the 1st available working day if unresolved or more substantive repairs are needed following that attendance.
If you choose not to or refuse to confirm such cable checks or any other checks relevant to the problem – The call may be closed at that point until a waterside mooring representative can make contact to obtain further information about the nature of the problem.
Elsan units: If the unit is blocked we will seek to resolve. If the unit is frozen then it should be secured to prevent use until it can be resolved. As a mooring customer you should be directed to the nearest available Elsan unit. Where it is an Elsan blocked on a residential site, we will seek to resolve that day or next. If the problem is sewage leaking or overflowing, we will respond to that call on the same or next day as appropriate.
Lockable gates and gates: Locks may be seized up or damaged and urgent attention is needed if the gate in question is the sole access to the site, or if the site is in an area of higher security risk. Security boundaries will only be repaired on Residential sites during out of hours or bank holidays.
These notes cover a very small spectrum of the problems we can face, therefore should other problems arise that are considered an emergency, please do contact our out of hours team on 0800 4799947 or by visiting our contacting us in an emergency page for more information on what to do in the event of an emergency.
If the issue is of a non-serious nature, then contact can be made direct to waterside moorings on 03030 40 40 40 where a representative will make contact on the 1st available working day.
Alternatively, the links below will provide additional information and FAQ’s for common enquiries