How we use social media in Scottish Water
The official Scottish Water social media channels are:
Our Regional Community Managers also tweet about the communities where they work. You can follow them at @SW_AMDewar and @SW_BillElliot.
Any other page, account or group on social media channels bearing the name Scottish Water is not an official Scottish Water social media channel.
We use Twitter for frequent updates of work in your area and for campaigns, job vacancies and for volunteering work our people have carried out across Scotland. Twitter is updated when the Current Service Updates page of our website is updated. Our Twitter handle is @scottish_water, we'll reply to you as soon as we can. You can also send us a direct message. Please note that we do not escalate customer complaints from Twitter. Our Twitter account is manned Monday - Friday, 9am - 5pm. If you have a specific issue you can contact us on 0845 601 8855 to speak to one of our Customer Service Advisers or fill in out the form on the website.
We use Facebook for current service updates that affect a large number of customers and for campaigns, job vacancies and for volunteering work our people have carried out across Scotland. You can get in touch with us on Facebook by leaving a message on our page: www.facebook.com/scottishwater and we will reply to you. Our Facebook account is manned Monday - Friday, 9am - 5pm. Please note that we do not escalate customer complaints from Facebook. If you have a specific issue you can contact us on 0845 601 8855 to speak to one of our Customer Service Advisers or fill in out the form on the website.
Our YouTube channel is www.youtube.com/scottishwaterfilm. Our videos are made in-house and cover many different aspects of what we do, from our investment work in communities such as Ayrshire and Glencorse to our work with WaterAid. A selection of our YouTube videos is also in the Video Library on the website.
We want to hear from you
We encourage customers to get in touch and be social with us and other members of the community on Facebook and Twitter. We also reserve the right to remove posts from our accounts at any time.
If you have a direct number or email of a contact in Scottish Water we advise that you use these methods instead of social media channels about a specific issue. Sometimes it is better to talk through a matter, our Customer Contact Centre is based in Edinburgh and is manned 24/7; you can reach our team on 0845 601 8855.
Likes and follows
From time to time we need to follow organisations and individuals to connect with them or to share content. Making a connection on a social media channel does not mean that we endorse individuals or organisations and we have no responsibility for the content of the accounts of the people or organisations with whom we have connected or who have connected with us.
Growing and changing
Social media is a new form of communication and we are constantly reviewing how we use it to provide the best service for our customers. We aim to achieve best practice in the utility and customer service industry with social media; over time our policy on social media will change and our use will grow to include more channels.