Great Expectations ...

Since its launch in January 2001 and up until September 2014, breakdown and assistance firm River Canal Rescue has come to the aid of over 26,000 inland waterways users.

Prior to its formation, those in need of assistance would have had to rely on marinas, boat yards, local suppliers and ‘DIY mechanics’, who often claimed to have more knowledge than they did, or simply try to identify and resolve the problem themselves in order to continue with their journey. 

Whilst many boat owners still prefer this option, around 20% opt for RCR membership.

RCR’s ethos is to provide peace of mind for callers who, no matter what or where their situation, receive help from engineers with unrivalled breakdown repair knowledge and experience.   

Over the years, customer demand has prompted the firm to extend its breakdown and assistance service to include Replacement Parts Cover, courses, an online chandlery and servicing.  A separate division, Canal Contracting, launched in 2013 providing services that fall outside the remit of membership cover, such as domestic plumbing, electrical work and maintenance.

With engineers and support staff endeavoring to provide outstanding service, the firm has built an enviable reputation, particularly for fairness and cost effectiveness.  This however, says Managing Director Stephanie Horton, can lead to confusion over what is and isn’t covered by membership fees.

In order to avoid further misunderstandings and address any misconceptions, Stephanie is keen to outline areas where customers are often unclear – leading to great expectations;

All parts are covered under Replacement Parts Cover.  Parts not listed in the membership book such as fan belts and filters are not covered.  Similarly, if a leak is caused through wear and tear or a part fails due to water ingress, it is classed as a gradual decline and not ‘sudden unforeseen failure’, which is covered.

Bilge pumps and tunnel lights are covered.  These do not affect the engine operation and therefore are not classed as a breakdown.  We’re happy to assist, but this would be a chargeable visit.

I’m covered if I have an accident, hit something underwater or sink. Accidental damage due to a third-party, underwater obstruction or hitting something is not covered by membership.  It is not a breakdown and should be covered by your insurance policy.  RCR is usually the first on site and will always try to assist and advise (our Canal Contracting team works with all major insurance companies to make the claims and repair process as easy as possible).

Everything on the boat’s covered.  Membership doesn’t cover anything outside the engine and propulsion system.  If the fridge stops working, the lights fail, the shower fails to flow or the domestic water pump won’t turn off, Canal Contracting can assist, but there will be a charge.

Can you change my domestic batteries? It isn’t covered under your RCR membership, but we can help, via Canal Contracting.   

All labour costs are covered.  RCR covers up to two hours to attend and rectify a breakdown, additional time or return visits are chargeable along with parts unless the repair is covered by Replacement Parts Cover.  Eighty five per cent of all callouts are fixable within the two hours labour period.

I’m covered for a tow back to my home mooring. We offer two hours towing when a vessel cannot be repaired in-situ, taking it to a safe haven such as a mooring, marina or boatyard.  Towing takes time and in 80% of cases we’re able to use an outboard motor to move the vessel.  If the owner wishes to go further afield, going beyond the two hour towing time, charges will be made.  And where a tug is used, the boat owner can be liable for the cost of the tug’s return journey.

Why does a diagnosis take time? As there are a number of potential causes to every problem we have to identify it through a process of elimination.    It’s always best to start with the simplest and least costly element and then work through the system.  Sometimes there can be a whole host of issues which are only identified once one has been solved.

RCR should carry engine spares. There are over 600 different engines on our system and although most craft have the same base engine, the majority will have different marinised parts and different installations/modifications making it impossible to carry all without a HGV.  We carry the majority of common parts and have access to national distributors, but they tend to be contactable between 9 and 5 – so not always immediately available when an emergency arises.  

Parts should be available the same day. The majority of Replacement Parts claims are completed the same/following day.  However where parts are not easily available, we endeavour to deliver and fit them as soon as possible.  If parts are obsolete or a custom installation we have to source alternatives and modify them which can take time.

You’ll have the right parts when you arrive. Although we hold engine details for a vessel often we find the engine we’re asked to help with is different to the information we hold or the parts are standard but modified.  During servicing we try to ensure the right parts are carried by the engineers, but if this isn’t the case, we’ll endeavour to rectify as soon as possible.

Why aren’t I receiving several daily updates re; when the engineer’s returning? Staff dedicated to providing this service are likely to be communicating with several boaters at the same time.  In order to avoid staff making calls where they don’t have any real information to give - which can be irritating for the customer - we’d rather wait and call when there’s something tangible to share. Before we make that call we’re liaising with parts suppliers, engineers, and couriers.

Whilst you’re here can you sort out this additional problem on my boat?  Our engineers will always try to assist, but with other jobs to attend to they often have to concentrate on the most pressing matter that is covered by your RCR membership.

Why can’t an engineer visit in the middle of the night?  Engineers are on standby for emergencies - ie when a boat or person is in danger.  Health and safety guidelines restrict call-outs if the boat isn’t easily accessible and the breakdown isn’t urgent.  For example, we’d ask a person calling for help with a flat battery to wait until the morning, as the boat would have to run its engine for four hours to recharge its battery and failing light makes it very difficult to check electrical issues.  Asking an engineer to take risks late at night on unlit slippery towpaths can only be justified in a real emergency.

Before joining RCR we used to spend so much on engine maintenance but now there’s no need to service or maintain our vessel.   Regular engine servicing and boat maintenance is not only good practise, it’s a condition of membership.  RCR cover is for emergencies and not boat maintenance.

Stephanie continues: “We’d love to be able to provide the additional services required by our members free of charge, but as a business this wouldn’t be feasible.  Keeping costs as competitive as possible and exceeding customer expectations is very important to us, but so too is managing expectations and hence why the scenarios are listed.”

To find out more about RCR visit www.rivercanalrescue.co.uk

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RCR raise vessel that has been stranded in lock for 2 weeks

After two weeks of being stranded in lock 10 of the Kennet & Avon canal, nb Langton was raised in a two-hour refloat by River Canal Rescue on Friday 14 November, 24 hours after the emergency assistance firm was called in to help.

On the day of its call-out, RCR sent a team to assess the boat and submitted documentation to the Canal & River Trust’s third-party works engineers to secure approval for the recovery.  Both parties worked into the evening to ensure all health & safety issues were addressed and a refloat could take place the next day.

Despite earlier recommendations to use lifting equipment or heavy plant- solutions, RCR was confident the recovery could be made with manpower, ropes and pumps.  

As the vessel was caught on the cill and lying at an angle, it was secured and stabilised prior to raising the lock’s water levels.  The rescue team entered the lock, sealed all water entry points and used tarpaulins to cover or ‘bag’ the front of the boat.  They also cleared the environmental spillage so the lock could be used as soon as they finished.

Having pumped out the water in the boat, the lock was re-filled under the watchful eye of RCR’s Rescue Co-ordinator, Trevor Forman, and the lock keeper to ensure water was at the correct flow for a steady refloat.  Once recovered, Langton was moored in the lock for checking and any remaining water removed.  It was then butted to another boat and taken to a nearby base by its owners.

Trevor comments: “We used ropes to restrict movement without any undue stress on bollards and the natural water movement in the lock to support the refloat.  This was a ‘text book’ rescue – we were four hours on site with a two-hour recovery – which proves with the right experience and expertise refloats can be achieved quickly and without too much disruption to the navigation system.  There were planned closures for this area of the K & A, so the incident affected very few boaters.”

Carl Cowlishaw, Anglo Welsh Operations Manager, concludes: “We can’t praise RCR enough – we were very impressed with their work and although we hope not to have to use them again, we wouldn’t hesitate in doing so.”

To find out more about River Canal Rescue visit www.rivercanalrescue.co.uk or phone 01785 785680.

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River Canal Rescue fire update

Following the fire at Staffordshire-based SP Fireworks on Thursday 30 October, River Canal Rescue is currently working from a temporary office.  Emergency and general enquiry lines are operational but on divert to mobiles - the main switchboard number is 01785 785680.

All mail is being re-directed to the new location so correspondence can continue to be posted to RCR at 10 Tilcon Avenue, Baswich, Stafford ST18 0YJ or Freepost NAT 11249, Stafford, Staffordshire ST17 0BR.

Despite the stores and offices being gutted, Managing Director Stephanie Horton is confident the breakdown and assistance firm will be up and running by spring - in time for the start of the boating season. 

She comments: “The fire wiped out stock we’d built up since 2000– refurbished items and pieces of equipment which are no longer produced.  However, we’ve started ordering base levels of stock so we can tick over and once we move into more permanent premises, we’ll be able to build upon these.  We would welcome donations of any parts that need refurbishing to help us build the essential stocks needed to support our customers. 

“Thankfully, essential stock, such as fan belts, filters and general breakdown parts was held in our eastern and southern stores and our engineers have a supply of fan belts, filters etc on their vans, so we can still supply these items very quickly.   Certain replacement parts are likely to take two to three days longer than usual as we are reliant on third-party suppliers, but we will endeavour to provide an uninterrupted service where we can.”

Stephanie concludes: “Although these are difficult times, we have contingency plans in place and a fantastic team to ensure the business continues running.   This coupled with the goodwill of the boating community gives me confidence for the future and I thank everyone for their messages of support.”

The team will not return to its original location as the area is being bull-dozed.   Stephanie is therefore keen to hear from anyone who has a canal-side property in the Staffordshire area to rent.   

River Canal Rescue picks up the pieces

Preston Fire & Rescue recently attend a fire on a 57ft Stephen Goldsborough boat – No 3 Gulliver – moored near lock 7 on the Lancaster Canal. Having tackled the blaze, however, the drama didn’t stop there as Stephanie Horton, Managing Director, River Canal Rescue explains:

“The craft was completely gutted so in order to contain the debris, it was put in lock 7 of the canal.  Unfortunately, due to the amount of water it had taken on, it sank blocking the pathway of boats booked for passage on the Ribble link.  Twelve boats were diverted to nearby Preston marina, leaving them with potentially ruined holidays.

“Mindful we had a race against time, within two hours our engineers and a local contractor, Steve Altham - who undertook the environmental clean-up - were on site, had raised the boat and contained the spillage.   The following day, the vessel was secured onto lock moorings and the lock was cleared, allowing the Canal & River Trust to wave through the backlog of boats before the tides changed and access to the link was no longer available.”

RCR then worked with the CRT and Environment Agency to co-ordinate the vessel’s removal, which due to its potential environmental impact on the waterways had to be lifted from the lock, posing location and access issues.

Steph continues: “We waited until the tide changed and the Ribble link was no longer in use, then craned it onto a low loader.  Further investigations revealed an electrical fire in the engine room - the owners were lucky to escape without injury.”

As RCR is an approved repairer for the boat’s insurer – Navigators & General – the claim was dealt with speedily leaving owners Keith and Jennie Riley to reflect on the experience.  “Although this was an awful experience, it showed us the good side of human nature,” commented Keith.  “We’ve been well looked after by all the people who had anything to do with us, including the fire service, lock keepers, Red Cross, RCR and our insurers.”

The couple plan to continue cruising the waterways as soon as they’ve found a replacement boat.

To find out more about River Canal Rescue visit www.rivercanalrescue.co.uk

RCR – the good Samaritan

River Canal Rescue recently came to the aid of a boat owner undertaking a triple heart bypass whose 45ft narrow boat Rosalie sunk three times on the Lancaster Canal. 

Managing Director, Stephanie Horton, explains: The first sinking in April was due to a rust hole in the water tank.  Having duly raised the craft we inspected it, made it secure and moored it on the Lancaster Canal near bridge 35.  As this was not an insurable claim, the owner was advised the craft needed to be lifted out of the water for repairs and he would be liable for the bill.

“Unbeknown to us, the owner had been ill and was unable to pay the lift out costs for the vessel.  Two months later, in June, it slid away from its moorings and sank again, whilst the owner was in hospital.  This meant that when the Canal & River Trust tried to contact him, advising it was obstructing the pathway and removal costs would be around £4k, they didn’t get any reply.

“The CRT has an obligation to clear the waterways and keep them safe for other users, so the vessel was raised once more. The contractor advised it had a hole in the hull and would need to be lifted out.  Sadly, before further action could be taken, it sunk a third time, blocking navigation again.

“We contacted the owner’s carer and upon learning of his predicament, realised he could not arrange the raising, lifting out, transportation or disposal of the vessel, nor meet any of the costs incurred to date.   Having alerted the CRT to the situation and with the owner’s permission, we raised and transported the vessel to a local scrap merchant, absorbing the costs ourselves.

“Next step was to discuss with CRT the ‘writing off’ of their raising costs, due to the owner’s situation.  This was agreed and we’re now waiting for a scrap valuation.  As these were extenuating circumstances we’re happy to absorb the costs involved and delighted the CRT was able to do the same.”

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Warm weather prompts record number of rescues

 The recent warm weather has prompted high numbers of boating enthusiasts to take to the water, resulting in a record-breaking season for rescues, reports River Canal Rescue.

During June and July the breakdown and assistance firm undertook an average of 140 rescues per week, 17% higher than its 2013 equivalent average of 122.  Weekly call-outs for these periods peaked at 190 this year and xxx last year. 

RCR Managing Director, Stephanie Horton, comments: “The heat wave certainly encouraged people to take to the water earlier in the season and in many cases, they and their boats have not been out for a while and appear to be over-looking the basic checks. 

“A small amount of preparation, such as; ensuring batteries are in a good condition, having a fuel service and checking the condition of cables could make the difference between making an unscheduled stop and carefree cruising.”

To find out more about River Canal Rescue visit www.rivercanalrescue.co.uk

Grounding warning from River Canal Rescue

River Canal Rescue is urging boat owners to take care to avoid grounding.  Over the summer the breakdown and emergency assistance firm has attended an average of two call outs per week, instead of the usual one a month.  Craft on the River Thames and The Fens appear particularly at risk.

Managing Director, Stephanie Horton, comments: “The heat wave in June and July affected the water levels, creating a peak of call-outs at the end of July.  To reduce the risk of grounding, keep to the deeper channels, do not cut corners and only travel where there is adequate water.”

To find out more about River Canal Rescue visit www.rivercanalrescue.co.uk