Ask the expert

Sarah Scott

Customer Relations Team Leader at Business Stream

What are the main issues about which you’re most often contacted by MSPs?

The most common enquiries from MSPs are issues around exemptions and gap sites, where a customer didn’t realise they had to pay for water and receives an unexpected bill.

It’s also still often thought that all charities are exempt from water charges, which isn’t the case. If MSPs are able to explain that this is a Scottish Government scheme and point constituents towards the criteria and guidance notes on our website, it can often clarify the matter and help resolve the situation more quickly.

Vacant properties are a common contact point for us too, where a customer has received a backdated bill and contacts their MSP about the level of charges.

What are vacant and gap sites?

Vacant sites are where one customer has moved out, and another customer has moved in without notifying Business Stream or another water supplier. A gap site has never been registered with any licensed provider in the non-household market – for example if a residential property is turned into a business premises.

Both still accumulate water charges and once the vacant or gap site is identified, it can often result in a backdated bill that’s higher than normal, so it’s important that all customers contact a supplier as soon as possible to set up an account.

Which customers are available for exemption?

Certain customers are exempt from water and waste water charges under Scottish Government criteria. To qualify, a customer must:

have been receiving relief from water rates as at 31 March 1999
not be a retail outlet or occupied by a council
have a net annual income of less than £61,500 for 2011/12 (this limit will rise by £1,500 each year)
not have a permanent alcohol licence that was issued before 1 September 2009

Our website at business-stream.co.uk has more information, as well as an application form and guidance notes.

Why do customers with no taps or toilets have to pay water charges?

My team is often asked this question, and the answer is that all properties which are connected to the public water and waste water network have to pay for water and / or waste water services. What some people don’t realise is that these services include maintaining the public network; collecting, clearing and treating waste water; and removing surface water from properties and roads – as well as the service of providing water into and out of the building.

If properties don’t have facilities like a toilet or sink, they won’t pay for provision of water; but since they are receiving these other services, they will be charged for them.