Home Heating Oil Tank Best Practices. May 20, 2015

Transcription

1 Home Heating Oil Tank Best Practices May 20, 2015

2 The Tank Issue

3 Overview Importance of documentation Inspecting the tank Tracking the data Communicating to the customer

4 Written Documentation Consistency is the key Record keeping is critical If a client is given a recommendation in the field, that recommendation needs to be in writing and copied throughout the system

5 Customer Denials Record of the Denial - A recommendation to a customer is denied, and the customer chooses not to have the service or repair performed - A record of this denial must be created, saved and attached to the account Verbal agreements are not an official record of the denial

6 Documentation Poor Documentation terday I asked Mr. Jones if he thought about replacing his fill piping. Good Documentation During a delivery on Wednesday 5/14/14 at 10:00 AM, I noticed that the fill piping had corrosion and recommended to Mr. Jones that it be replaced within 30 days.

7 Consistency Mr. Jones gets a copy A hard copy is generated for the company (technician generated) The system file (company computer) gets a copy Record keeping starts with the delivery person or technician as the first point of contact Details are key in documentation Be specific in your descriptions

8 TankSure Program Overview Only proactive tank replacement program in the industry API 653 EPA 40 CFR

9 The Numbers 4,500 technicians trained and equipped 550,000+ tanks tested 50,000+ tanks proactively replaced 400 marketers using the process

10 Testing Home Heating Oil Tanks Gauge Test Score at top of tank Test 6 either side - center line bottom - belly of tank Take 12 to 20 readings

11 HEATING INFORMATION ULTRASONIC INFORMATION OUTSIDE TANK TANK INFORMATION CUSTOMER TECH TANK INSPECTION & EQUIPMENT DATA FORM Tech Name: Date: Account #: Name: TankSure Program: Warranty Tank n-warranty Tank Reason for Disqualification: (If Applicable) General Comments: Equipment YR. Man. Patching (Fiberglass, Magnet or Other) Tank is Leaking Failed Visual Inspection Failed Ultrasonic Inspection Manufacturer Model Address: Gauge Range Test Score* City/State/Zip: Low Test Score: Location of Low Test Heat Pump Steam Kerosene Fuel Savings Recommendations: Heat Manager/Controls Insulate Piping Other Recommendations: General Comments: Use Back if Necessary Ultrasonic Readings Boiler Hot Water Oil Furnace Hot Air Propane INSIDE TANK Efficiency Unstable/Rusted Tank Legs Unstable Environment Needs Vent Upgrade Underground Stack Temp. Type N f k t T c t t: G :.081 *Test Range G :.070 *Test Range G :.105 *Test Range Gauge Test Score: Distance From Wall: Less than 2 Greater than 2 Tank Gauge: Granby 20+ Feed Type: Bottom Side Top Feed Line in Concrete: Tank Type: Upright Flat Exposed to Salt Water: Capacity: Gal. Ltr. Manufacturer: Year of Manufacturer: Signs of previous repairs or leakage? Location of Fill: On a Pad? (If Outside) Hazards? (If Outside) Hazard Comments: Status (First Year Tanks ONLY): Qualified DQ d Unknown Unknown Un-sleeved Feed Line: Seasonal Residence: Excessive Paint: OSV Valve (not firomatic): Proper Fill & Vent Pipe: Vent Alarm Whistle: Sump Pump: Dirt Floor: Finished Basement: THE TankSure PROGRAM Basement Condition: More than 550 Gallons Unable to Test Tank (Rusted/Unsmooth Surface) Unable to Test Tank (Obstructed Access) Unable to Test Tank (Inaccessible) Energy Wet Necessary Repairs Use Back if Necessary Heat Exchanger Failure Leaking Boiler Dry Needs Coil Replacement Combustion Chamber Failure Use Back if Necessary Collecting data on the oil tank and the heating system is critical to preventing future catastrophes How the tank was made and where the tank is located are important factors to determining the life of the tank AC HOT H20 Tank Oil Propane Electric Age: Manufacturer: Boiler Indirect Water Tank Central Air Conditioning Repairs Required? Comments: Use Back if Necessary System Qualifies for Service Plan Coverage?

12 Corrective Action Database

13 Tank Upgrade Letter Customized letters detail why homeowners should consider upgrade Cost Effective Town Energy 22 Rowley St. Winsted, CT Mike Smith 1234 Main Street Frederick, MD Dear Mike, We previously performed a visual inspection and an ultrasonic integrity test on your fuel oil storage tank. The results indicated that you should consider replacing your tank. The safety and integrity of your oil tank is important to you and your investment in your home. It is important that your tank be located in a stable environment and that corrosion has not affected the integrity of the shell thickness or legs. Corrosion occurs in tanks as moisture and sludge accumulate over time in the bottom of the vessel. Our interest is to provide you with our professional advice and, therefore, we strongly suggest that you replace the tank. As part of our customer care process, we will provide you with a $ credit toward a new tank. We sincerely hope that you will take advantage of this benefit immediately. Again, we believe it is in your best interest to replace your current fuel oil storage tank. A new tank will greatly reduce your risk and improve the value of your home. If you have received this letter and have already made the recommended upgrade, please call our office so that we may update your account. We apologize for the inconvenience. Please contact Town Energy at (800) to discuss the situation and answer any questions you may have. Sincerely, Town Energy $ Mike Smith TWO HUNDRED DOLLARS AND 00/100 *************************************** Town Energy mm/dd/yyyy TOWARD AN OIL TANK UPGRADE It is IMPORTANT to upgrade your oil tank. Schedule this upgrade today and we ll give you $200 off the cost of a new tank! mm/dd/yyyy This is not a real check but rather a coupon toward an oil tank upgrade. Please contact Town Energy with any questions. Coupons cannot be combined and are invalid with any other offer.

14 Corrective Action Database

15 Maine Corrective Actions (All Years, All Companies)

16 Importance of Photos Time stamped Easy to Keep on file

17

18 Feedline Letter Documents from DEP s/dec s can support your message THE TankSure PROGRAM CHAPTER 453 Heating Oil Delivery Lines A Homeowner's Guide to Preventing Leaks Home heating oil spills and leaks have become an all too common problem. The culprit in most cases is the delivery or supply line that carries home heating oil (#2 fuel oil) or kerosene (#1 fuel oil) from the storage tank to the furnace. Dear Valued Customer, We re writing to make you aware of an important new law that will improve your oil heating system, and help protect your home and the environment. In cooperation with the Oilheat industry, the Massachusetts Legislature passed an important new Law (Chapter 453) at the end of 2008, of which requires upgrades to residential oil heating systems. Basically, this new law means that insurance companies will be required to offer pollution insurance coverage to homeowner s that comply with certain oil tank system safety specifications. This includes requiring residential property owners with heating oil tanks that have a fuel supply/return line(s) in direct contact with a floor surface to: 1) enclose the line with a continuous non-metallic sleeve; or 2) install an oil safety valve to manufacturer s specs; or 3) employ other release prevention measures approved by the state s Board of Fire Prevention Regulations. Please te: Pollution insurance coverage is not mandatory, but every owner of an oil heated residential property must be in compliance with one of these three equipment upgrade options, regardless of whether or not they plan to purchase insurance coverage. Because you are a TankSure customer we recently performed an ultrasonic test on your oil tank and conducted an overall inspection of your tank system as part of our equipment tune-up. Our technician noted that your tank system is currently not in compliance with any of the new oil line upgrades, and according to the new law, you must complete this upgrade prior to July 1, 2010*. As your home heating provider, we strongly recommend that you consider this upgrade. It is a modest investment that will help maintain your tank system and protect the investment you ve made in your home. Thank you for your business and we look forward to providing you with unparalleled service. Sincerely, Holden PAY TO THE ORDER OF: AMOUNT: MEMO: TOWARD AN OIL FEED LINE UPGRADE SIGNATURE: EXPIRES: DATE: TODAY S DATE CLIP & SAVE CHECK # AMOUNT $50.00 HOLDEN OIL HEAT CUSTOMER FIFTY DOLLARS AND 00/100 ******************************************************* Chuck Holden - Holden It is IMPORTANT to upgrade your unprotected oil feed line. Call (978) to schedule this feed line upgrade and SAVE $50.00! APRIL 1, 2010 * Date subject to change This is not a real check but rather a coupon toward an oil feed line upgrade. Should your line be disqualified during the annual test and inspection which is part of our Tune-Up, you are entitled to $50 off the retail charge for an oil feed line upgrade. Please contact Holden with any questions. Why do home heating oil delivery lines leak? Particularly in older homes, delivery lines are buried underground, or placed within or beneath concrete basement floors. They are generally made of copper, steel, brass or iron. When they come in direct contact with soil or concrete and water, the resulting chemical reactions can make them corrode and spring leaks. Delivery line breaks can also occur when there is shifting or settling in a home's foundation, basement floor, or the soil that supports them. Regardless of how a leak happens, most of the resulting environmental and property damage could have been prevented had the homeowner simply encased the delivery line in a protective, non-metallic sleeve. What is a delivery line protective sleeve and why should I care about my delivery line? A protective sleeve is a non-metallic tube that encases the delivery line, protecting it from corrosion and physical damage. Since older delivery lines are neither visible nor encased, leaks can continue undetected for many years. A delivery line leak can seriously damage your property and lower its value. When home heating oil leaks out of a buried delivery line, it initially migrates into the soil beneath the house and eventually may affect the groundwater. Drinking, breathing or coming in contact with contaminated water, air, or soil can be damaging to your health. Because of this, DEP regulations require that oil leaks be cleaned up to certain standards within specific timelines. Such actions may include excavation of contaminated soil to protect public health and the environment. Most homeowner insurance policies do not cover losses from leaking tank systems and environmental cleanups. You should check with your insurer to see whether or not your policy covers such losses. You should also consider checking into and joining an insurance and/or oil company program if you are not currently covered. Joining such a program could provide you with financial assistance and protection in the event of a leak or spill. Paying a little now may save a lot later. When home heating oil is lost through a buried delivery line, a couple of things are certain. First the cleanup will be expensive. Second, the experience will be highly disruptive to your family, and maybe your neighbors. Investing a small amount of money now by having your home heating oil delivery line encased in a protective sleeve can prevent leaks, sparing you the cost of cleanup and the potential loss of property value. Prepared by the Massachusetts Department of Environmental Protection January 2001/rev. September 2007

19 Summary Documentation is key Store your data Utilize photos Support your message