Severe Weather Update
We will update this page in the event of any further severe weather updates from the Met Office
In falling temperatures many claims are related to frozen pipes, see the link Your Guide to Frozen Pipes which gives you a step by step guide how to prevent and deal with frozen pipes.
Update 19.01.2010 (last update 09:30)
Great Team Spirt and more Snow Predicted
Claims levels have continued to be higher than average over the past few days and many of our Adjusters worked over the weekend to make visits to people as soon as possible and in addition have been doing, in some cases, more than double the usual number of visits. Everyone has pulled together working extra hours, helping in other divisions - from Support Staff to Adjusters. Our Contractors have also pulled out the stops to get working on flooded properties as quickly as possible.
More snow is forecast to hit parts of the UK tomorrow and up to 10cm could settle in higher parts of Wales on Wednesday with flurries across central England and sleet also falling in London. There is a possibility of some snow in higher parts of the West Midlands and the Cotswolds.
Fortunately, these weather conditions are expected to clear up quickly and not last into Thursday.
Source Met Office
Update 14.01.2010 (last update 12:30)
Signficant Rise in New Claims as the Thaw Sets In
We are continuing to experience a high level of instructions with new claims up around 75% on normal levels. As we had already anticipated a surge in claims, particularly due to burst pipes, we have been able to progress all claims received within service
There was heavy snowfall across Wales and southwest England yesterday and due to icy conditions, most rural areas were inaccessible, which in turn meant many appointments had to be cancelled. Where appointments have had to be rescheduled because of areas being inaccessible, Policyholders have been very understanding.
Forecasters have advised that temperatures are due to rise to the seasonal average of 7c by the end of the week. As the thaw sets in there has been a warning of possible flash flooding, there are however no flood warnings in force anywhere in the UK.
As with previous days we will continue to monitor the situation and advise Clients and Customers of any changes.
Temperatures Thursday 14th January (Source The Weather Channel)
Update 13.01.2010 (last update 13:30)
And the severe weather conditions continue as fresh snow has hit many parts of the UK, causing more problems for transport.
In addition, the Met Office has issued warnings of heavy snow for north-west England, the West Midlands and southern England.
Many areas of Yorkshire are experiencing the worst disruption of the winter due to black ice, with many roads impassable. Such is the appalling state of the roads, four gritting lorries were reported by the BBC to have slide off North Yorkshire roads.
Forecasters have said that a covering of snow is possible everywhere in the UK today, Wednesday 13th January, with up to 4cm (1.5in) forecast on lower ground and as much as 10cm (4in) possible in the hills. Generally, a mixture of rain, sleet and snow across England and Wales has led to very icy conditions in most areas and these conditions are likely to persist, despite a gradual thaw of lying snow over the next couple of days.
It is forecast to be little less cold during the weekend, but temperatures are likely to drop again from Monday.
As in previous days of this severe weather, many police forces are advising drivers to stay off the roads for all but essential journeys:
Source Met Office
Claims Activity
New claims activity is, as expected, increased but we are coping well with this surge of claims and all claims received on being processed within service.
We are fully operational in the whole of the UK, with varying conditions at different regions. It is, as we have been throughout these weather conditions, Business as Usual, with Merlin staff working from home where access to offices is inaccessible and the “can do” attitude and team spirit.
Region: London South and South Coast (Crawley Office)
Office is fully operational and any local staff who have struggled to get in have been once again collected in our Regional Manager’s 4x4.
Access in some areas is extremely treacherous and we are liaising with customers to check conditions before each visit.
Region: London East and East Anglia (Chelmsford Office)
Fully operational and visits are being made by Adjusters, although Policyholders have cancelled some appointments this morning due to the severity of the weather.
Region: Scotland (Bellshill Office)
Operations are as normal and no access problems. New instructions are very heavy as the thaw sets in.
Region: Yorkshire and Humberside (Leeds Office)
Office is operation, but snow and black ice is making access very difficult throughout the region. Where possible and safe, visits are being made.
Region: North East (Gateshead Office)
Access in the North East region is generally good. However, over in Cumbria many of the roads are what has been described as “lethal” and visits. As ever the safety of our staff is of paramount importance.
Region: Midlands (Cannock Office)
Snow falling and travel proving very difficult in some areas. We are fully manned and operational and visits being made, where access can be gained. There has been a significant increase in claim volumes, relating mainly to burst pipes.
Region: London West and Thames Valley (Harefield Office)
Further snowfall and icy conditions with resulting travel difficulties. Visits are being made where access is available. In line with other regions, we have seen a significant claim in new instructions for burst pipes.
Region: North West and North Wales (Warrington Office)
Office fully operational and good progress is being made in catching up backlog of visits.
However, there has been heavy fall overnight with further forecast and we will, as ever keep monitoring the situation.
Pinner, Middlesex this morning (13 January)
As the severe weather conditions continue, management and staff are “pulling out all the stops” to make visits. There are areas where access is virtually impossible but otherwise it is “Business as Usual”. Our technology giving our staff the ability to easily work from home and the fantastic team spirit that prevails has been key in our ability to work within service.
We have many volunteers for working over the weekend and will possibly open some offices on Saturday and Sunday depending on volume of EOW claims received.
As ever, we will be keeping a close eye on the situation and will continue to keep clients and customers updated of events.
Update 12.01.2010 (last update 16:30)
As temperatures begin to rise and the thaw sets in we are, as expected, receiving extremely high volumes of claims relating to burst pipes. To assist policyholders, we have issued an Information and Advice sheet, which gives information on the steps you should take in the event of frozen or burst pipes, together with some information on how you can take simple precautions to avoid the inconvenience and expense of burst and frozen pipes. Download your guide to Frozen and Burst Pipes.
Temperatures 12 January (Source The Weather Channel)
Update 11.01.2010 (last update 13:00)
Today has seen a little better weather throughout the UK with some areas thawing slightly, but forecasters have predicted below-freezing temperatures with snow showers continuing until the middle of the week.
All Merlin’s offices are fully operational and, as expected, we are now experiencing an increase in new claims as the thaw begins and pipes burst. Our Adjusters are fully mobile throughout the whole of the country with just a few isolated areas with access problems.
Source Met Office
Update 08.01.2010 (last update 10:05am)
Britain Freezes with more to come
The severe weather conditions continue as temperatures plummeted to -21c in parts of the Scottish Highlands with bitterly cold temperatures throughout the UK. There will be little relief during the day with more snow predicted for eastern England and temperatures likely to be below zero throughout the country. The conditions have again left many roads in an icy and treacherous condition and last night forecasters gave the grim warning that there is worse to come and the coldest spell for more than 30 years could last up to another 10 days.
How are thing for Merlin and their Clients and Customers? At Merlin the situation remains the same as yesterday in most locations, but unfortunately in some areas it is worse than yesterday. The problems are all around gaining access to areas.
Temperatures forecast for daytime Friday 8 February (Source The Weather Channel)
Our Warrington office (North West & North Wales) is closed as it is totally inaccessible. Staff are working from home, and Adjusters are where access is possible making visits.
In the South West and South Wales (Bristol Office) Adjusters are now mobile and making visits, although some areas remain inaccessible and more heavy snow is forecast for Sunday.
In Yorkshire and Humberside (Leeds office) conditions continue to be terrible and Adjusters will not be able to make all the visits arranged. We are, of course, keeping Customers updated and managing expectations.
In the North East (Gateshead) the situation is much the same as Yorkshire and Humberside with further severe weather expected ad conditions are expected to become even more severe.
There are no issues with receiving new instructions and we are contacting all Policyholders within service. The problems at this time are purely around access to areas.
We will continue to monitor the situation and keep all Clients and Customers fully appraised of any changes to the current situation.
This image taken by Nasa's Terra satellite on 7 January shows the UK deep in the clutches of the current cold snap (Source BBC Weather)
Update 07.01.2010 (last update 11:45am)
BAU as the Snow and Ice Continue
The weather situation remains dire in many parts of the UK and we are taking care to manage Customer expectations where we cannot get to them because of access problems.
All our offices are open and operational, although some only have skeleton staff due to the weather conditions. As in previous days this is not causing any operational problems due to the technology we have in place and our ability to seamlessly divert calls, mobilise our field force, etc.
Below is a brief overview of the current situation:
Service Centres
All fully operational and providing overspill capacity.
Region: Scotland (Bellshill Office)
Fully operational and contact and visits within service.
Despite the “horrendous” weather, there are few issues with the roads with the exception of local vehicle access. Our Adjusters are taking the “we will not be beaten” attitude and walking to properties, with one of our Adjuster’s, Ashley Clancy, walking half a mile to reach a Customer yesterday!
Region: Ireland (Belfast Office)
Fully operational and visits in service.
Region: London South and South Coast (Eastleigh Office)
Fully operational and visits in service.
Region: Yorkshire and Humberside (Leeds Office)
Offices are operational and contact and visits being offered in service, but this area has been very badly affected and more snow and severe conditions are forecast and we will react and advise Clients and Customers as necessary.
Access is a problem generally, as roads are treacherous in areas with snow, ice, and “arctic conditions”. The weather is particularly severe in the Sheffield area with a number of major roads closed. This is making visits difficult and we are having to rearrange appointments because of access difficulties. Customers are being kept fully appraised of the situation and offered triage and mitigation advice.
Region: North East (Gateshead Office)
Offices are operational and visits being offered in service, but as with Yorkshire and Humberside more is forecast and we will react and advise Clients and Customers as necessary.
Access is again a problem and making “life difficult” and, as with all Customers, we are keeping them fully appraised of the situation and offering triage and mitigation advice.
Region: London West and Thames Valley (Harefield Office)
Fully operation and visits offered within service although as with all parts of the country, some areas are very difficult to access and we are liaising closely with Customers. Overnight temperatures of -8c have not helped the situation.
Region: London East and East Anglia (Chelmsford Office)
Office operational and contact and visits offered all within service.
East Suffolk and Norfolk are proving difficult to access. No other problems at the moment but heavy snow forecast for later today
Region: London South and South Coast (Crawley Office)
Office operational and new claims and visits offered within service, although travel is difficult and limited due to icy conditions. Customers are generally taking a very positive and understanding attitude and are, of course, very aware of the weather situation and are themselves requesting later appointment times.
The whole of this area is badly affected by ice and snow making travel very dangerous and Adjusters in this area are in the main working from home today. Further heavy snow is forecast over the next 72 hours.
Region: Midlands (Cannock Office)
Offices fully operational with Customers being contacted and visits offered within service.
Again, there are problems with access in many locations and we are working closely with Customers using their local knowledge of the area. We continue to monitor the situation closely.
Region: North West and North Wales (Warrington Office)
Office operational with Customers being contacted and offered visits within service, where access is possible.
Access is very difficult in this region with overnight temperatures as low as -13C recorded in some areas.
Warrington Office Car Park - Thursday 7 January 2010
Region: South West and South Wales (Bristol Office)
Offices operational and contact is being made on all new instructions in service, but visits are having to be deferred until next week because of extremely severe ongoing conditions and treacherous roads. As in all regions, we are liaising with Customers in every case to offer advice and to agree mitigation actions.
Many of our staff in this area are “snowed in” and continuing to work from home with over 6 inches of snow having fallen, which has then frozen. Heavy snowfall is forecast for the weekend.
Despite the continuing severe weather conditions, other than where we are unable to gain access to properties it really is “Business as Usual”. This is without doubt as a result of the considerable investment we have made in mobile technology, but that is only in part – the attitude of our staff, in all regions and all parts of the business has been exceptional – true team spirit and “can do” attitude and we thank everyone for their tenacity and attitude.
Severe Weather Warning Map - Orange Indicates Severe Weather Conditions (Source Met Office)
About 7,000 homes across southern England are without electricity because of trees falling on power lines and safety mechanisms being triggered by ice weighing down cables and a further 25,000 homes are similarly affected throughout the UK. We are gearing up for a surge of burst pipe claims across the UK when the thaw begins, given that there have been some spectacularly low temperatures in some parts of the country over the past few days.
The forecast (Source Met Office) is another very cold night with frost and icy stretches for most places. Further snow showers, mostly confined to central, southern and eastern parts of the UK and light northerly winds.
As ever we are keeping a close eye on the situation, and will advise our Clients and Customers as developments occur.
Update 06.01.2010 (last update 14:50pm)
It's Business as Usual
Heavy snow is still falling in parts of the country and there are warnings of icy conditions for every County in the UK. Most major routes are open with road conditions in the North of England slightly better than yesterday. There are however some roads closed, e.g. the A9 that connects central Scotland to the Highlands. Heavy snowfall in the South East is making travel extremely difficult and Reading is now virtually inaccessible.
Merlin is coping well with the weather conditions, and although the offices are open, visits in the West Yorkshire, Newcastle, and Scottish areas are on hold/re-arranged as travel conditions are extremely dangerous.
Our Manchester Service Centre is handling new claims in the usual way and all Customers are being contacted within one hour of receipt of instructions. We have been using Customer’s local knowledge of the state of the roads, as the safety of our staff is of paramount importance, and where access is available and safe, visits are being quickly arranged. Where we are unable to get access, we are offering triage and mitigation advice in all cases.
The forecast for this evening is temperatures of -10C (14F) in rural areas and as low as -20C (-4F) in parts of Scotland, which will cause snow to freeze, making for treacherous driving conditions.
We will continue to monitor the situation and keep all Clients and Customers informed of any changes.
Update 06.01.2010 (last update 10:15am)
It's Business as Usual
Despite Britain experiencing some of the worse weather in 30 years with up to 9 inches of snow in places, disruption to rail and bus services, and widespread icy roads, we are pleased to say that Merlin’s offices are open and operational with the exception of Bristol. As with Leeds office yesterday, this will NOT AFFECT our service – it is Business as Usual - with telephone calls being seamlessly diverted to our Claims Teams in other offices and the majority of staff working from home.
Mike Rosthorn, Regional Manager for Bristol has reported that in some areas there are 2 feet of snow and that it continues to snow! One of our Adjusters unfortunately didn’t manage to make it home last night, having to abandon his car in treacherous conditions some 8 miles from home and stay with friends. Such is the condition of the roads, the Police have closed some of the major “A” roads, and minor roads are impassable.
Aircraft "iced-in" at Liverpool Airport
Over in Crawley, Regional Manager Gary Hemsley would not be defeated and was out and about this morning in his 4x4 collecting staff, which as well as helping staff get to work, helped them get their safe and sound.
There was exceptionally heavy snowfall in parts of the country overnight with continuing blizzards and many staff continue to work from home. Once again teamwork, tenacity and leading technology are working together to keep things moving smoothly.
Forecasters are saying the weather could get even worse and the management team are closely monitoring the situation and we will continue to keep all our Clients and their Customers updated of any developments that may affect operations.
Update 05.01.2010 (last update 5:45pm)
Despite many Britons being housebound with schools and business closed, and long delays on the roads, it is Business as Usual for Merlin.
Due to the severity of the weather, our Leeds office is closed as the premises are unreachable. The snow is continuing to fall across the whole of West Yorkshire with reports of four inches of snow and all major routes in the area are gridlocked including the M62 which has traffic at a standstill on the interchange with the MI south of Leeds. Please don’t worry, our Leeds office being closed DOES NOT affect our ability to deal with claims for the region.
It is Business as Usual for Merlin as our investment in technology, and in particular mobile and home working, has eased the impact of the weather as the majority of our staff who have been unable to reach our offices today as a result of the weather are working from home. Our telephone systems enable us to divert calls to any of our offices throughout the UK and, as an example, our London Claims Management Unit software is web based and enables full functionality from home. In the north of the country our Adjusters are unable to make site visits today, and we will be keeping clients fully updated of the situation.
Our technology has truly eased the impact of the weather but also the “Dunkirk” team spirit of all the staff has prevailed. People have literally struggled to get to the offices with usual 20 minute journeys taking two to three hours, many are working from home and all offering to help in different areas of the business as needed.
Unfortunately there is no sign of the weather improving as the snow has begun to move into the Midlands and is expected to continue moving South throughout the rest of the day. The Met Office has issued severe weather warnings across the country with up to 9 inches of snow predicted in some parts of the UK. We will be keeping this page updated of any changes to the current situation.
Merlin Contractors
Merlin’s Contractors are doing everything possible to ensure they keep any disruption in service to a minimum with many of them going the extra mile.
One of Merlin’s Contractor panel managed to get the majority of staff into their head office by collecting them from home using off-road vehicles. Customers in the most severely affected and unreachable areas have been contacted today, and all have been very understanding, and had their appointments rearranged at their convenience, with weekend slots being offered to assist.
In addition, Contractors have been helping out generally with one Managing Director single-handedly clearing the snow from the roads which was most appreciated by neighbouring businesses, some of whose vehicles had become stranded, which included Doctors at the local NHS Day Centre.
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