Coronavirus (COVID-19) information for customers in Scotland

This page provides further details on the support we can offer customers based in Scotland who have been impacted by COVID-19.

How we're helping

Recognising that this is a difficult time for many businesses, we've put in place a range of support measures, including:

Dedicated support schemes 

For details on the latest support scheme available – the Wholesale Charge Deferral Scheme (WCDS 2021) - please refer to FAQ section below

More flexibility

We offer a range of flexible payment plans

Fewer charges

Ensuring that those who cannot pay, or who may take longer to pay their bills, do not receive late payment charges or interest charges

 

What you can do

Access COVID-19 support

Access COVID-19 support

If COVID-19 is continuing to have an impact on your business and you're interested to find out more about the support available, including the new Wholesale Charge Deferral Scheme (WCDS 2021), please complete this webform.

Submit a meter reading

Submit a meter reading

We know that businesses may be using less water now than they were previously. Help to keep your bills accurate and ensure you only pay for the water you use by submitting a meter read.

If you do not have a meter then you may be able to save money by having a meter fitted. Find out more here.

Tell us you're moving out

Tell us you're moving out

If you are permanently closing, please let us know as soon as you move out by using this webform.

FAQs

My business has been affected by coronavirus and I’m struggling to pay my water bill. Is there anything you can do to help?

Recognising that the impact of COVID-19 will continue to be felt in the months ahead, a new industry-wide scheme – the Wholesale Charge Deferral Scheme (WCDS 2021) – has recently been announced by the Water Industry Commission for Scotland (WICS), providing continued assistance to businesses in Scotland who have been significantly impacted by COVID-19. We're offering an enhanced version of this scheme to provide further support to our customers.

Under our scheme, businesses who are continuing to feel the impact of COVID-19, can re-pay their water and waste water charges over an extended period , allowing additional time for businesses to recover. The scheme will apply to all charges that haven’t yet been paid for, including those which pre-date the initiation of lockdown measures.

If you're impacted by COVID-19 and would be interested to find out more, then please complete this webform and we'll be in touch with you shortly with further details. Alternatively, please contact us on 0330 123 2002 and one of our advisers will be happy to help.

Although our business is still operating, our water consumption has significantly reduced. What can you do to help us lower our bills?

We understand this will be the case for many businesses. If you are a metered customer then in order to ensure that your bills reflect your actual consumption, please submit a meter reading using our online form, and where it is safe to do so, submit two meter reads two weeks apart. We will then be able to amend your bill accordingly.

If you do not have a meter then you may be able to save money by having a meter fitted. Find out more here.

If my business ceases trading will I still receive a water bill?

In Scotland, if a business ceases trading and moves out of the property, charges will continue up to the point that the business no longer has a legal right to occupy the property (e.g. a lease has ended naturally or has been terminated by a landlord). At that point we'll issue a final bill which will include charges up to the move out date. After this bill, either the landlord or the property owner will be liable. If you're moving out of your property then please use this link to let us know the move out date and final meter read so that we can ensure your final bill reflects your actual consumption.

If you're having any issues making payments then we’d be more than happy to help you find a flexible payment plan that will work for you. Please contact one of our friendly advisers on 0330 123 2000 who will be happy to help. 

I am expecting someone to come out to read my meter. Will this still happen? If so, then what assurances can you give me that they are taking the right health and safety precautions before attending my site?

The health and safety of our employees and customers is of upmost importance. We are working with our external partners, including meter readers, to ensure they are following Government guidelines and taking extra precautions at this time. If you have any concerns then please do let us know. We will continue to keep this under review and provide any updates on our website.

How can I ensure my water quality hasn’t been impacted while my business has remained closed?

Given your business may have been closed for a period of weeks or months, there are some simple steps you can take to ensure your water quality hasn’t been impacted and your pipes are working properly:

  • Stagnated water can lead to water quality issues. Make sure you run all your taps individually to ensure that the water in your plumbing system is fresh. Run the water until it is clear and feels cool.
  • Ensure that all appliances are thoroughly flushed through before use. Details on how to do this will be provided in the appliance’s instruction manual.
  • If your property has any water softeners or internal filters then please check that these are working correctly, as instructed in the manual guides.
  • Check for any leaks. Whilst not always visible, if your tap continues to drip when you turn it off or your toilet is continually running then this may mean you have a leak. If you suspect a leak then contact us on 0330 123 2000.

For further details, please read this guide produced by the UK water industry body, Water UK.

How to get in touch

We're here to help and we'll continue to keep this page updated. If you want to speak to one of our advisers then please contact us on 0330 123 2000.

Whilst we are providing additional support to those who need it most, there may be periods when our response times in answering calls might take a little longer than usual. Please do bear with us during this time.

Don’t forget you can also manage your account and get in touch online. Customers with a My Business Stream account can also continue to use this to access all the usual services including checking your bill, entering meter reads and making a payment.