We care about our customers and pride ourselves on giving 100% every day to ensure that your needs are being met. We've set ourselves high standards and are committed to making sure that you always get the service you deserve. We’ll do our utmost to put things right if you have a problem. If we fail, we’ll compensate you. It’s only fair.
Standards of Service for Scotland
| Our service standards | Compensation |
|---|---|
| 1. We will respond to written or telephone complaints within eight working days. | £24.86 |
| 2. We will respond to invoice queries within ten working days (five for change of payment method). | £24.86 |
| 3. We guarantee to keep an appointment or to give you at least 24 hours' notice of cancelling or changing it | £24.86 |
| 4. If there is planned work that will result in more than 4 hours of interruption, we will warn you 48 hours in advance and restore your supply on time. | £61.12 (£31.08 for each additional 12 hour delay in the restoration of supply) |
| 5. We will restore supply within 12 hours if there is an unplanned interruption (48 hours for a strategic main supplying a large area). | £61.12 (£31.08 for each additional 12 hour delay in the restoration of supply) |
| 6. If you call our emergency number because water is coming from your gas appliances, we'll contact Scottish Water and call you straight back. | £24.86 |
| 7. If your property is damaged from sewer flooding, we'll refund your annual wastewater charge. | Up to £1,139 |
| 8. If you ask for a water meter to be fitted, we'll arrange for a survey on your property and let you know the results within ten working days. | £24.86 |
| 9. If you contact us about problems with your water pressure, we'll investigate and let you know the problem within five working days. | £24.86 |
| 10. If your water pressure is found to be less than 1 bar, caused by the supply system and verified by Scottish Water. (Only one payment can be made every 6 months) | £24.86 |
| 11. If there's an emergency declared that directly affects your water supply, we’ll meet the Emergency Minimum Standards of Service | 5-15% of water or waste water charge (up to a maximum of £5,594.40) |
| 11. We'll let you know about any changes to maximum tariffs within 10 working days. | £24.86 |
| 12. If you claim because we've failed to meet any of the above, we'll credit your account within ten business days. | £24.86 |
About these standards
These standards are based on the default standards set by our regulator, the Water Industry Commission for Scotland.
Standards of Service for England
| GSS Regulation | GSS Payment | Late payment penalty |
|---|---|---|
| Appointments not made properly | £40 | £40 |
| Appointments not kept | £50 | £40 |
| Incidences of low water pressure | £50 Up to five payments per financial year . Automatic £250 a year payment for customers with ongoing low pressure | £40 |
| Less than 48 hours’ notice of planned supply interruption of more than 4 hours | £100 | £100 |
| Supply not restored on time (*) | £100, and £100 for each subsequent 12 hours (up to cap of twice your annual water supply charge) | £100 |
| Written account queries and requests to change payment arrangements not actioned on time | £40 | £40 |
| Written complaints not actioned on time | £40 | £40 |
| Internal sewer flooding | Payment equal to annual sewerage charges (Minimum payment of £300, maximum of £2000) For repeated incidents in the same rolling 12 month period, the minimum increases by £100 per repeat occurrence and the maximum by £500 per repeat occurrence. | £100 |
| Properties materially affected sewer flooded externally | Payment equal to 50% of annual sewerage charges (Minimum payment of £150 and a maximum of £1000) For repeated incidents in the same rolling 12 month period, the minimum increases by £50 per repeat occurrence and the maximum by £250 per repeat occurrence. | £40 |
(*) Supply not restored within time notified (planned work) or when supply is interrupted for an extended time under unplanned/emergency situations.
About these standards
These standards are based on the minimum standards of service and minimum payments to which customers are entitled, as laid down by the Government. In some cases, we will pay out more.
Complaints
If you’re not happy about our service for any reason and you want to make a claim against these service standards, let us know.
