Extreme Weather Notice. 13:30 28th February 2018
The weather that we have experienced has crippled our road network and our ability to collect or deliver fuel to all our depots in East Anglia and the South East.
We have been forced to make the decision to close all our depots at 1.30 pm today, and send the staff that managed to get to work today, home to their families.
We have instructed the drivers that did manage to get out to return to our depots as safely as possible.
The safety of our staff at this difficult time is paramount, and we have not taken this decision lightly, but only after advice from all our local emergency services.
Please accept our sincere apologies if your order has been delayed, but the weather conditions are the worse we have experienced for many years, and are totally out of our control.
We will continue to schedule the deliveries in the order that they were taken prior to this weather disruption.
We would like to thank customers for their patience and understanding at this difficult time.
Position at Midday:
10 tankers were able to leave two of our depots this morning: Wisbech and Soham. 6 of the 10 became stuck due to traffic and road conditions. We have now recalled all 10 vehicles back to their base depots.
All other depots have been snowbound, or the access routes are compromised. We have been continually reviewing our ability to send tankers out, but the conditions are getting worse rather than improving. Our focus has turned to ensuring that our staff get home.
No vehicle movements were possible today from any depots serving delivery areas near Norwich, Wymondham, Harwich, Stowmarket, Colchester, Chelmsford, London, and Tenterton
Drivers: The drivers that have managed to get to work have not been able to leave our depots. We have not sent them out because we have not been confident that they would return safely.
15% of our office team have managed to get to work. They are manning the phones to the best of their ability.
We are currently experiencing very heavy call volume from customers who are chasing orders or seeking to place new ones.
We do not have many staff, but those who are here are answering calls as swiftly as they can. We have been informed by some callers that they have received a message indicating a fault, or the call they are trying to place is unable to connect. It would appear that this is because the total number of people trying to contact us exceeds the capacity of the lines we have.
We have enabled our online quotation and order system should you wish to place a new order or need a price quotation. Orders taken online require payment at the point of order.
The 10 tankers who managed to get out have been recalled to thier depots. All other deliveries from all other depots are currently suspended.
We understand that the speed of deliveries, and the customer service is not what many customers expect or have become used to receiving.
We have been honest in our assessment, and have advised at the point of order the time scales being taken. We have also stressed that these could be extended by bad conditions, which compromise our ability to deliver.
Most customers have been very understanding. We thank you all for that. Unfortuantley a significant and upsetting number have been aggressive in their tone, and language, when we have managed to answer their call or deal with their enquiry. We appreciate that in the majority of instances that this is probably caused by the frustration they have experienced because they have left themselves short on oil, or have run out.
Please understand that the limited numbers of staff who have been able to get to work are doing the best job they can in challenging conditions, both out on the road, on the telephones, and in the office environment.
Should any member of staff be subject to any abuse, or threatening conduct; face to face, on the telephone, or on social media, they have been instructed to terminate the call or delivery, and cancel the related order.