Cost of recovery charge
As the leading water and waste water services provider in Scotland, we need to ensure that we are providing value for money to our customers.
However, as highlighted in our terms and conditions of supply, this is a two-way relationship – in order to continue to provide services, we need our customers to send payment for the services they receive.
If customers do not pay their bills, it affects our cashflow 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.
Our terms and conditions state that we can charge interest if bills remain unpaid after we have reminded you to pay (this is condition 3.f). We're not applying this condition at the moment and therefore no policy is in force, but we don’t think it’s fair to cover these costs by increasing higher water and waste water charges for everyone.
Instead we've introduced the cost of recovery charge. The cost of recovery is £75 + VAT and will only be added to your account if you do not pay your bills, despite receiving reminders to pay. Our reminder letters will inform you in advance of this charge and advise when it will be added to the account.
If you are having trouble paying your bills, contact us straight away. We’ll work with you to find a solution. Call our debt collections team on 0845 602 8855 or drop us an customer.service@business-stream.co.uk