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At Scottish Water, we always put our customers at the heart of our business.

Read the performance Summary of the 2013-14 Annual Report here.

Annual Report cover

In 2013/14 we achieved a record improvement in customer service performance - increasing to 90% from 88% in the previous year. We were also named by the Institute of Customer Service (ICS) as one of the best performing water companies in the UK.

At the same time we are continuing to deliver fantastic value for money. In 2014/15 the average household charge continues to be £54 lower than the average charge in England and Wales.

The quality of drinking water enjoyed by customers has reached another record high. 99.91% of samples complied with strict regulatory standards.

2013/14 highlights:

Customer satisfaction at record levels

Our customer satisfaction levels reached a new record high of 90%, up from 88% last year.

Highest ever drinking water quality

99.91% of samples in 2013 complied with strict quality standards, representing the highest ever drinking water quality in Scotland.

Best ever environmental performance

Our improved performance is protecting and enhancing Scotland’s environment, while supporting Scotland’s full bathing water compliance.

Great value for customers

The average household charge is £54 lower than the average bill in England and Wales.

Health and Safety hat-trick

For the third successive year we were awarded the industry H&S management award for the water sector by the Royal Society for the Prevention of Accidents (RoSPA).

Looking to the future with customers

Working with our customers and stakeholders, we have agreed our prices and priorities until 2021.