Our promise to you
At Scottish Water we believe in quality. That’s why every day we work to provide you with clear and fresh water around the clock. Customer service is at the very heart of everything that we do. We are always working to improve the way that we deliver services.
We aim to deliver on our promises and do what we say when we say we will do it.
Our Code of Practice and the summarised version, our Customer Charter, set out information on the services that we provide and the commitments that we make to you through our guaranteed service standards. They cover a range of areas that we know are most important to our customers, including:
- Arranging and keeping appointments
- Planning and communicating interruptions to your water supply
- How we deal with emergency interruptions to your water supply
- How we handle enquiries about your bill
- How we respond to your written or telephone enquiries
- Our response with regard to flooding from sewers
We aim to meet all of our Guaranteed Service Standards. For a copy of our current Customer Charter or our full Code of Practice if you are looking for more detail, you can download the pdfs of both in the Associated Links on the right hand side of this page or email a request to customer.service@scottishwater.co.uk for a hard copy to be posted to you.
