If you have a problem with your account or water supply, we’ll do our best to fix it. And if we don’t, we’ll compensate you to say sorry for the inconvenience.
Here are our 12 service standards and how much we will compensate you if we don’t meet them:
| Our service standards | Compensation |
|---|---|
| 1. We will respond to written or telephone complaints within eight working days. | £20 |
| 2. We will respond to invoice queries within ten working days (five for change of payment method). | £20 |
| 3. We will give 24 hours' notice if we cancel or move an appointment. | £20 |
| 4. We will warn you of any planned interruptions 48 hours in advance and restore supply on time. | £50 (£25 for every 12 hours delay) |
| 5. We will restore supply within 12 hours if there is an unplanned interruption (48 hours for a strategic main supplying a large area). | £50 (plus £25 for every further 12 hours) |
| 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. | £20 |
| 7. If your property is damaged from flooding, we'll refund your annual wastewater charge. | Up to £1,000 |
| 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. | £20 |
| 9. If you contact us about problems with your water pressure, we'll investigate and let you know the problem within five working days. | £20 |
| 10. If there's an emergency that affects your water supply, you'll get updates every 48 hours. | £20 |
| 11. We'll let you know about any changes to maximum tariffs within 10 working days. | 5-15% of water and waste water charge |
| 12. If you claim because we've failed to meet any of the above, we'll credit your account within ten business days. | £20 |
These standards are our commitment to you. Read more about them and what compensation you’ll receive if we don’t meet them, in our Service standards [ 309KB | PDF ] booklet.
Our standards are based on the default standards published by our regulator, you can find out more about these from the Water Industry Commission for Scotland.
If you’re not happy about our service for any reason, let us know.
Find out more about Our regulator and waterwatch.