PRP Rescue Service customers expect and get the best. Our dedicated team of call handlers are each specialists in their field
and used to dealing with both unusual and demanding circumstances.
Whilst each call is individual, our call teams tend to work within two basic areas, the general handling of problems specific to
the databases of our members or clients and the emergency call that originate through the Highways Agency or the Police
At PRP Rescue customer care is the number one priority and customer care in a stressful breakdown situation is just what we provide.After the first contact from our breakdown service providers, we take control. All future contacts with those stranded are initiated by our controllers. Our customers are given the reassurance that we have handled situations similar to theirs countless thousands of times. Calls can be made on their behalf to anyone who needs to be contacted with regular thirty minute information calls to allay any fears. Our job is to ensure that a what starts out as an inconvenience does not escalate into a full-blown crisis.PRP Rescue realize that breakdown call-handling is not just about crisis management, logistics and contacts. It is also about public relations. We do our best to look after every horse, pet, race-car and traction engine as if they were our own. That alone is the sole reason for our success.
The Emergency Services Protocol
The uniquely specialist equine division of PRP Rescue Services is being recognised in the new “Emergency Services Protocol” that is being developed jointly by the British Equine Veterinary Association (BEVA) and the Highways Agency. Whilst this initiative is still in its’ infancy, it will ultimately become the actionable protocol of choice for all emergency incidents (police, fire, ambulance etc.) involving highways and livestock with PRP Rescue Services as the sole livestock emergency provider:Accidents, stray animals and other incidents can often shut major roads for hours, proving to be costly for not just those immediately involved, but also those caught up in the after effects. It is our belief that all incidents involving livestock should be overseen by trained staff in order to minimise the problems that may arise in these situations. Below is a small selection of how we have helped out recently.Incident 1) 22.30hrsPRP receive a call from the Highways Agency requesting help with a broken down horsebox on the M5. Unfortunately, the driver has no breakdown cover for his vehicle or recovery for his horses and the Highways Agency want them moved out of danger. We arrange for the vehicle and horses to be safely removed from the motorway, the horses and driver are then collected by one of our approved transporters and delivered home. This is not an uncommon event. The subsequent bills from motorway service agents for the horsebox recovery and from the horse transporters for the livestock recovery are usually three or four times the cost of a twelve month breakdown membership!Incident 2) 02.00hrsPRP receive a call in the early hours from the Highways Agency (North West). A coloured cob is loose on the M62. We arrange for the cob to be collected by one of our approved transporters and stabled overnight whilst attempts are made to trace its’ home.The pony was safely collected the next day by a very grateful owner.Incident 3) 06.24hrsTwo loose ponies are found by the Highways Agency on the M1 in Yorkshire. PRP firstly arrange help with catching them and then transport them safely to secure stabling whilst attempts are made to find out where they have come from.When the owner of the ponies contacts the Police (thinking they have been stolen) they immediately put him through to our operations room.Mr. Holroyd collected his ponies the next day - non the worse for their little outing. It turns out they escaped when their field fencing was vandalised.Incident4) 00.20hrsNo sooner has the New Year arrived when PRP receive a call. At first count, more than ten horses have escaped from their field onto the M49. At least three of them have been hit by cars, one is severely injured. We arrange the fastest possible veterinary attention from our British Equine Veterinary Association Emergency database whilst offering advice and help over the phone to the Police and Highways Agency.A neighbouring farmer accommodated the ponies temporarily in one of his fields whilst attempts were made to trace an owner.So, some happy endings and some not so happy endings. Just a selection of what we deal with on top of our everyday breakdown and rescue business.Be sure to look after your vehicles and your fencing - but if it all goes wrong, you may rest assured we will there to look after you.