FAQs

When do licensed providers interact with Scottish Water?

Whenever a customer has a query that requires a solution involving the physical infrastructure in the public water and waste water network, we work with Scottish Water to find a solution. This includes aspects that impact customers’ bills, like verifying the services a property receives and checking that equipment like meters are working properly, as well as issues with the network itself, like sewer floods, water pressure problems or damage claims.

Scottish Water is the wholesaler and, as the organisation legally responsible for Scotland’s water networks, has to deal with these issues. However Business Stream and other licensed providers act on the customers behalf and liaise with Scottish Water.

How quickly will Business Stream respond to these queries?

Response times can vary depending on the nature and complexity of the query, but it’s always our goal to keep customers informed of progress and ensure things continue to move forward. We will respond to all enquiries within ten working days, and ideally in a way which resolves the query.

Where an issue takes longer than expected to resolve, we’ll make every effort to put alternative measures in place so customers can get on with their own day jobs.

What if one of my constituents isn’t happy with how an enquiry has been handled?

If our customers aren’t happy with our service, please encourage them to get in touch with us via our customer relations team, who review the details of any complaints and re-assess the situation.

We’ll do everything can to resolve the complaint, but if they still aren’t satisfied with the response, they can write to our head of customer experience, who will personally oversee the next stage of resolving the matter.

If that still doesn’t resolve the matter, as a last resort, customers can contact the Scottish Public Services Ombudsman who will investigate on their behalf.

Who can MSPs contact at Business Stream with a constituent’s complaint?

Our customer relations team, headed by Sarah Scott, has the knowledge and experience to discuss matters relating to constituent complaint with MSPs. Once Sarah’s team has looked into the complaint and suggested a resolution, Business Stream’s chief executive Mark Powles will give the matter his attention to ensure it’s being handled appropriately, and a full response will be issued.

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