An Angus woman left without water for over a week has hit out at Scottish Water’s “appalling” customer service.
Sandra Bancroft, who lives in the Panmure Estate near Monikie, joined the chorus of complaints over how the company responded to distribution problems caused by the recent sub-zero temperatures.
The 51-year-old, a freelance writer, said the disruption has caused major headaches for everyone living on the estateincluding her horses.
She has had to water them using bottled mineral water since December 27, when the problems first started. Engineers were continuing attempts to trace the burst pipe suspected of turning off the taps.
“It’s not a lack of information that is the problemit’s the misinformation that they give out,” she said.
“They were telling us one thing and telling our neighbours a different story. It’s been appalling, just an absolute shambles.
“One of my neighbours has been forced to melt snow on a barbecue just to produce some water to flush his toilet. It’s a ludicrous situation.”
Sandra added, “I’ve also been run ragged because I keep horses and have had to go out each day and give them water. It’s getting beyond a joke.”
Robert Alexander, a clerk of works who also lives on Panmure Estate, expressed concern about how elderly people in the estate are coping without water.
“We have been without water for several days and life has become difficult,” said the 59-year-old.
“We are melting snow to flush the toilet but snow is becoming harder to come by.
“Although we have heating, we are very concerned for more elderly residents. Those with closed heating systems have told me that the water authority has told them not to use their heating system.”
Mr Alexander disputed this safety precaution was necessary, saying, “I am familiar with the systems and have told them they are safe to use but, of course, since they have been advised by the water authority, they take that advice first.Hypothermia fear”My fear is that they are putting themselves at risk unnecessarily. The longer they spend in low temperatures, the greater the chance of hypothermia setting in.
“Scottish Water has been working hard to repair the pipe but it is an old pipe, hundreds of yards in length, and my suspicion is that one of the old lead-tin seals has expanded and ruptured.”
The Scottish Water website registered problems in Panmure and also in Hillside of Prieston, Tealing and Lentlands Road and Old Haggerton Road, Forfar.
A spokesman for the firm insisted staff were working hard to resume normal service.
“We are committed to restoring water supplies as quickly as possible,” he said. “We understand this situation has been very difficult for our customers and apologise for any inconvenience caused.
“We have deployed additional resources to address the effects of the prolonged cold weather which in some parts has reached -20C, freezing the ground to depths of several feet.
“Whilst many customers are returned to supply, the deeply frozen ground is still affecting many pipesmainly privatebut also some on the Scottish Water network which we are addressing as quickly as we can.
“Teams of engineers, burst squads, leakage detection teams, tanker drivers, contact centre operatives, and other staff have worked through the festive period into the New Year to help restore supplies and keep the vast majority of our five million customers in water.
“Bottled water has also been delivered across Scotland to those affected customers who are finding difficulty getting alternative supplies.”
People living in Hillside of Prieston, north of Dundee, have been told by Scottish Water to expect discoloured or low-pressure supplies due to a fault at the area’s water tank.
Staff were on site to pump in extra water after the level fell too low. Bottled water was made available at the tank for anyone who needed it.
A spokesperson said the discolouration “is harmless and will gradually disappear.”