Bridging the gaps: issues with vacant properties

They say that prevention is better than cure – and that’s certainly the case with gap sites and vacant properties. These are some of the commonest complaints we receive, but they’re also extremely easy to avoid.

When customers move in and out of a non-domestic property, it is their responsibility to notify their water and waste water supplier, just as they do for other utilities.

Vacant properties occur when a customer moves out of a property, and the new tenant moves in without notifying a water supplier. Once we realise what’s happened, the new tenant will be billed for their services from the date they started receiving our services. This prevents customers who do inform us from having to pay more as a result of those who might avoid charges deliberately.

Gap sites are slightly different – they’re properties that have never received a bill for water or waste water charges because no records exist for them in the main market system. When these properties are identified, Scottish Water notifies a licensed provider like Business Stream, which starts billing from the date it was notified.

Both of these situations can sometimes mean that customers receive an unexpected bill. If there was one bit of advice we would give customers it is to let us know as soon as they move into, or out of, a property.

It’s our goal to ensure that all of our customers feel in control of their water bills and understand their usage, enabling them to properly budget for costs and look for ways to make savings and efficiencies. New customers that choose Business Stream as their water supplier receive a welcome pack explaining our services in detail, as well as the associated charges.

Where one of your constituents receives a bill that’s higher than expected, please ask them to contact us immediately so we can discuss options for settling the bill in a manageable way.

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