Public Sector Scotland customer webinar

Wholesale charges are currently being finalised between Scottish Water and the Water Industry Commission for Scotland (WICS). We'll get in touch with you as soon as these have been published.

Yes. Our previous system, Hi-Affinity, calculated estimates using the average daily consumtion (ADC) which is determined by meter readings for your premises taken over the previous 500 day period. Our new billing system will calculate estimates using your last two meter readings or alternatively, the consumption in the same period of the previous year.

No. You will continue to receive your consolidated bills as normal. Your first bill produced from our new billing system will be issued at the beginning of March covering the month of February.

No. We will bill you as normal using the current billing system, Hi-Affinity, up to the end of January. Then, your next bill will be issued on or around Wednesday, 1 March, once we move to our new billing system, and this will cover the month of February.

No. Your customer reference number will stay the same.

Meter locations won't be shown in the new CSV file but we can a provide separate report listing your meter locations. To request this, please contact your Account Manager who will be happy to help.

Your SAA reference number doesn’t currently show in your CSV file and won’t show in your new CSV file although we will take this into consideration for future development.

We've been in touch with all M&T providers and issued them with sample files of our new consolidated billing formats. We encourage you to engage with your M&T company to ensure the appropriate updates to their systems are in place. 

Yes. We can provide this to you on request. Please get in touch with your dedicated Account Manager who will be happy to help.

If there is an error on your account, your invoices will be credited in full and rebilled. 

The new billing system will align with market data, held by the Central Market Agency (CMA), which means any changes will be notified to us so we expect credits and rebills to be reduced. Any amendments that are carried out will be credited and rebilled in full.

Yes. More than one user can access each of your accounts. Each user will be required to create a My Business Stream account using their unique email address to log in.

Yes. All of your services will be shown in your My Business Stream portal and you can manage the permissions of each user linked to your accounts so that some can view more than one account.

We'll be in touch with you when it's time to set up your new My Business Stream log in details. If you have multiple accounts with us, we'll ask you to choose any one of your customer reference numbers to log in. On accessing, you'll see all of your other sites shown on your My Business Stream dashboard.

No, unfortunately the requirement is to submit a meter reading within five days cannot be extended as it is a market requirement for all retailers.

No. We calculate your average daily consumption (ADC) using our billing system. The more meter readings you can provide, by uploading them to My Business Stream, the more accurate the produced ADC will be.

Yes. Please contact your dedicated Account Manager or Case Owner who will be happy to help. 

No, your AMR data is will still be available using the current Utilities Manager platform. Please continue to access this information here. 

Yes. Any unique references you have created will be carried across to our new billing system and shown on your upgraded My Business Stream account.

Yes. If you update your unique references in My Business Stream, this update will be shown on your future bills and you'll still be able to bulk upload meter readings.

No, this information won't be available in the upgraded My Business Stream portal at this time although we will take this into consideration for future development.

The notifications tab provides information about any issues related the water supply for the area around your business premises - for example, a water quality issue or a service interruption.

No, the new My Business Stream doesn't currently provide this funcitonality although we will take this into consideration for future development.

You'll still be able to access and download any single-site PDF bill zip files using our upgraded My Business Stream. However, you’ll no longer be able to download historical single site PDF bills as bundles so please carry out any bundle downloads before this date.

Yes. We've provided a link to download sample format files in the webinar documentation email that we've sent to you. Alternatively, you can request this from your Account Manager.

Our upgraded My Business Stream portal will be launched on Monday, 30 January 2023. 

Once we switch to our upgraded My Business Stream portal on Monday, 30 January, you’ll receive an email from us requesting that you re-register your information to access your upgraded My Business Stream account. The email will provide a link to our website where you can complete the process for instant access.