Got a question? Check out our help centre below. If you can't find the answer you're looking for get in touch.
Visit the contact us page and under ‘my premises’ you’ll find all the information you need. Remember, to let us know on the day your move out or within a maximum of 14 days along with your final meter read and we’ll process your request.
If you’re looking to close your account you can visit the contact us page and you’ll find out what to do under the ‘my contract’ section.
Scottish Water is responsible for maintaining the public water and waste water network. At Business Stream we’re a licensed water and waste water provider for business. As well as offering first-class customer service, we set out to make water work harder for every customer. We’re pretty good at delivering other water services that can save you water and save money as well. Read more about what we do.
If your property is connected to the public water supply, you pay charges towards its maintenance. The same applies to waste water.
The bill is divided into different types of water charge:
For more details, see our page on understanding your charges.
Our charges are revised on 1 April every year. This means that for each part of your bill, two different charges apply. Services up to the 31 March are based on our 2011/12 charges and services from 1 April 2012 are based on our 2012/13 charges.
We’ve made it as easy as possible. You can pay by any of these methods:
We’ve already saved our customers over £10 million in consumption savings so we know what we’re doing with it comes to cutting bills. For example by using direct debit and eBilling you can save money with our discounts. Other methods can be tailored to your business – get in touch with us and we’ll work out what’s best for you.
In most cases, cutting water consumption will cut your water bills, simple. Follow our water saving tips for small and larger businesses to help cut your water consumption. Claiming your free water efficiency pack can be your first step.
We offer a range of discounts. The more you commit to us, the bigger the saving.
Charities and voluntary organisations can apply for exemptions if they:
To be eligible, they must not:
Visit our contact us page and you can request a statement under the ‘my invoice’ section.
The easiest way is to sign up for our eBilling service. Your bills are then archived electronically – you can access and print them whenever you need to. Plus you'll save money with our eBilling discount.
Visit Manage your account to reset your password.
A cost of recovery charge is applied to an account where there is an outstanding balance which has not been paid within the agreed terms. Our standard terms and conditions of supply state a bill should be paid immediately. The terms and conditions also go on to state that we are permitted to pass on to a customer our reasonable costs if the customer fails to keep to their responsibilities under the terms and conditions. If you have a water and waste water supply contract with different terms these payment terms apply.
If customers don’t pay their bills, it affects our cash-flow and we start to incur additional costs, such as the cost of sending out reminder letters, running a team to collect debt and the cost of using debt collection agencies. It would be unfair to spread this cost over all accounts when some customers settle their bills promptly. So an account with an overdue balance will have a cost of recovery charge applied. Initially this is £75 + VAT but there is a second charge of £100 + VAT applied if the bill remains unpaid for longer and the account is passed to one of our debt recovery partners for action. Unless otherwise stated in your water and waste water supply contract, our bills are due to be paid on receipt of invoice as detailed in our terms and conditions.
We’ve carried out analysis of the costs to run our business and non-payment of bills contributes a significant amount to these, in particular invoices that are not paid and have to be passed to a debt recovery partner. We’ve introduced this second charge to cover the high costs we incur in this area as we feel it’s unfair to add this cost to our general charges applied to all customers.
The £100 +VAT cost of recovery charge applies to all accounts that are passed to our debt recovery partners.
We provide warning that there is an outstanding balance on your account and when charges will be applied. This is done through to reminder letters and a final notice. Before a cost of recovery charge is applied we send out 2 reminder letters to the billing address. If at this stage the debt remains unpaid the first cost of recovery charge of £75+VAT is applied. A final notice is then issued, this warns of the £100+VAT cost of recovery charge, which will be incurred if the debt remains unpaid and we pass the account to a debt collection partner.
If you pay your bills immediately upon receipt of the invoice no cost of recovery charges will be applied. Alternatively, direct debit is a really convenient way to not have to worry about remembering to make payment. You can sign up to direct debit here.
If you believe your bill is wrong then please contact us immediately and explain why. Any undisputed parts of the bill will need paying while we investigate your issue. If they’re not a cost of recovery charge will be applied. Once we’ve investigated we’ll let you know what we’ve discovered and the bill will either be amended or will stand. The bill will then continue to be treated as any other bill and the normal debt recovery process followed. If the outstanding balance is not paid a cost of recovery charge will be applied.
If you didn’t receive the original bill you can request a copy for which there is a £5 charge. To avoid this issue in the future you should sign up to our eBilling service through my business stream (www.business-stream.co.uk/my-business-stream). Alternatively if you’re already signed-up to eBilling there may be an issue with your online account.
The location of your water meter is usually shown on your bill – on the second page, bottom left. Most meters are outside the building, but within the boundary of the property.
You’ll find a small square lid. Lift it up and make a note of the black numbers on a white background. (Ignore the white numbers on red.) Then visit the submit a meter reading page. If you’re still unsure, read our handy guide.
Please visit the contact us section on our site and view the ‘my meter’ section.
Get in touch with us – we’ll get you a replacement, or have a look to see what the problem is.
Easy. Use our secure meter reading form to ensure more accurate bills. You’ll also need the serial number of the water meter – this allows us to match you on our records.
You’ll need to log in to the correct portal. We should have given you these details. If you’re unsure, please contact your relationship manager. You can either phone 0845 602 8855 and ask to speak to them directly, or drop them a line at firstname.lastname@example.org with your account details.
The volumetric charge for water is based upon usage recorded through your water meter. For customers with a meter size of up to and including 20mm, there are four charge steps:
0 to 25m3
26 to 100,000m3
100,001 to 250,000m3
250,001m3 and above
For customers with a meter over 20mm there are three charge steps:
0 to 100,000m3
100,001 to 250,000m3
250,001m3 and above
For more details, see our page on understanding your charges.
Your charges are based on the rateable value of your property.
Water used in firefighting isn’t charged for. Get in touch to discuss the details and we’ll advise further.
Any business whose waste water drains into the public sewer makes a contribution towards the cost of treating this water and returning it to the supply system.
Once water has been used, it’s drained into the sewer system then taken for treatment. The higher cost is for the cleaning of the waste water making it fit for its return to the environment.
Your charges cover rainwater and waste water drainage from your property. You also pay a contribution towards drainage from public roads.
For most customers, property drainage charges are based on your property’s rateable value (RV) and the number of days that you are being billed for. This bill may include two different property drainage rates as our charges changed on 1 April 2012.
Property drainage charges for 2011/12 = (£0.02555 x £RV) / 365, x (number of days)
Property drainage charges for 2012/13 = (£0.02671 x £RV) /365, x (number of days)
Roads drainage charges are based on your property’s rateable value (RV) and the number of days that you are being billed for. This bill may include two different roads drainage rates as our charges changed on 1 April 2012.
Roads drainage charges for 2011/12 = (£0.01641 x £RV) /365, x number of days
Roads drainage charges for 2012/13 = (£0.01715 x £RV) /365, x number of days
A trade effluent consent is a legal document issued by Scottish Water. It sets out the amount and quality of effluent that a business is allowed to discharge.
Trade effluent covers waste water from processes such as industrial production or washing and cooling plant, machinery, vehicles or floors.
You will see these changes appear on your next trade effluent bill.
Yes, you will now receive all of your bills to the address on your current water and waste water account.
All of your supply meters will be consolidated onto one account so you will have one reference number for one site.
Any tankered private effluent will remain on a separate account.
Your new account, featuring trade effluent, will adopt the payment terms of your current water and waste water account. If you continue to pay by direct debit we will review your budget and ensure this is taken into account.
If you would like to change your payment method, get in touch with our dedicated team on 0131 338 3161 / 3278.
No, your PIA amount will be the same, just calculated from a different place. We will review and ensure your budgets are correct and you will still see a breakdown of cost per service per site on your account.
No, any outstanding payments to be paid will be settled on the old account and the balance for trade effluent services on your new account will begin a £0.
If you’re unhappy with anything we’ve done – or haven’t done – please let us know. You can contact us on 0845 602 8855. Or write to us at:
7 Lochside View
We’ll work hard to respond within eight working days. If we don’t, we’ll compensate you to say sorry.
The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about most organisations that provide public services in Scotland and some non-domestic licensed providers, including Business Stream. Their service is independent, free and confidential.
The SPSO will normally only consider a complaint after you have completed our complaints procedure.
The SPSO cannot normally look at complaints:
If you remain dissatisfied once you have completed our complaints procedure, contact the SPSO for advice and request a complaint form on freephone 0800 377 7330, via their website at www.spso.org.uk or by writing to:
Visit our complaints page to find out what’s best to do.
Visit our complaints page and get in touch, we’ll check the details and handle your claim.
If you have flooding indoors, within our operating hours, Monday – Friday 8.30am to 5.30pm, call us on 0845 602 8855. Out with these hours contact Scottish Water on 0845 600 8855. Then follow these steps:
A temporary repair can be made to a burst pipe by binding it tightly with a cloth or tape, or using a pipe clamp. However, any burst pipe should be replaced as soon as possible by a qualified plumber. Contact us to let us know – we might be able to take it into consideration when calculating your bill.
Contact Scottish Water on 0845 600 8855. They’ll send out a team to investigate.
Follow our helpful tips.
Call Scottish Water on 0845 600 8855. They’ll be able to tell you if any work is being done in the area that might affect your water supply.
Follow our step by step guide to dealing with frozen pipes.
If you find the quality of your supply isn’t meeting your needs, we can help you improve it. Get in touch to find out more.
If you’ve run your taps for some time and discoloured water is still flowing, contact Scottish Water on 0845 600 8855.