Your Customer Service team

Your expert Account Manager

Your Account Manager is a public sector specialist and your key point of contact for all contractual and technical queries, as well as for your account reviews. They will work with your Case Owner and the wider Public Sector Scotland Team to service all aspects of your account.

Your Account Manager will be in touch following the launch of the new Framework, or if you’re a brand-new customer, then following your transfer.

Your Account Manager will:

  • Save you money by ensuring that all of your sites are on the most beneficial tariff, and meters are the appropriate size for your needs.
  • Deliver additional savings and reduce your environmental impact using our Intelligent Water Management interactive dashboards.
  • Safeguard the delivery of all service level agreements and KPIs.
  • Offer insightful reporting on your costs, consumption and your performance.
  • Work with our Emergency Planning Coordinator to develop emergency and contingency plans, helping you increase network resilience and maintain continuity of your supply.
  • Provide updates on water industry news that could affect you, including forecasting to help you understand any cost or other impacts.
  • Ensure ongoing portfolio and billing accuracy.
  • Recommend products and services to help you achieve your water-related objectives.
  • Provide proactive account support and ongoing maintenance of your portfolio with the support of our wider PSS team.

We’ll provide you with contact details for your dedicated Account Manager when the new Framework contract starts in April 2024, or following your transfer if you join following 1 April 2024.

Your dedicated Case Owner

You’ll also be assigned a dedicated Case Owner, who will work closely with your Account Manager.

Your Case Owner monitors your account regularly to ensure we’re meeting all of our obligations, and to proactively remedy issues before they’ve even had a chance to affect your account. They’ll also work with our wider Public Sector team to coordinate connections, wholesaler interactions, emergency and water efficiency support for you, freeing up your time to focus on other priorities.

Once your site has transferred, they’ll become your key point of contact for day-to-day account administration and billing queries, as well as more general queries too.

Raising a query to your Case Owner

To raise a query, you can get in touch using the contact details on page two of this Welcome Pack. To confirm, you can email us at or call our dedicated Public Sector Scotland phone line on 0330 123 2003. The Case Owner team is available from Monday to Friday, 9.00am to 5.00pm and will respond to all queries within one business day with a reference number, details of the query, an action plan and a date for resolution.

The wider Public Sector Scotland Customer Service team

Although you may not need to speak to the wider team regularly, please be assured that we have a team of people servicing the Scottish Procurement Framework, from meter readers and water data analysts to wholesaler managers and new connections specialists. For escalated billing queries, we’ll work with our Billing team directly to resolve any issues promptly and effectively. Please speak to your Account Manager who will manage this for you.

If you’d like to be introduced to a particular specialist, then please speak to your Account Manager who can arrange this for you or email