Role of Scottish Water in the New Market Framework
Setting Up A Subsidiary
As required by the Water Services etc. (Scotland) Act 2005, Scottish Water has created Scottish Water Business Stream Ltd (SWBS), a wholly owned subsidiary. SWBS is the first Licensed Provider of water and sewerage services for non-household customers in Scotland. SWBS took over responsibility for customer service and billing services for all non-household customers from 01 Nov 2006.
This means that if a business was an existing customer of Scottish Water, their account(s) transferred over to SWBS under the existing Customer Reference Number(s) and that business should continue to be invoiced by SWBS and make payments, including payments by direct debit, in the same way.
Scottish Water’s Network
All water and sewerage services will continue to be supplied and collected via the Scottish Water network of pipes and drains and Scottish Water remains responsible for maintaining and investing in the network.
Scottish Water as Wholesaler
Scottish Water’s role has changed to that of Wholesale Supplier to Licensed Providers. We no longer have a direct relationship with non-household customers for the supply of water and sewerage services.
Scottish Water will continue to provide services directly, to household customers in Scotland.
Disputes and Complaints
Scottish Water is committed to fulfilling its market obligations. Where Licensed Providers have concerns about any issues arising from the market, they can:
- Contact Waterwatch Scotland or the Water Industry Commission;
- Contact Scottish Water’s Wholesale Account Manager for Licensed Providers; or
- Raise a complaint or a dispute under particular market instruments.
Disputes under the Wholesale Services Agreement, Operational Code or Market Code can be dealt with under the formal processes set out in these documents. Concerns related to the Directions on Scottish Water can be dealt with under the Scottish Water procedure for complaints. This is available by clicking on the link on the right.
