Additional Support

Essential information about the services we provide to our customers.

As a Scottish Water customer, if you have a disability or medical condition or any other reason for additional support, please contact our Customer Helpline on 0845 601 8855 and we will take a note of your name, address and additional requirements added to our confidential Additional Support Register.

We also have links with local and national organisations representing customers with additional service needs to ensure that we provide you with the most appropriate services.
 
1. We offer:

2. Services for our customers who do not have English as their first language:

As part of our Customer Commitment Strategy, Scottish Water offers an Access Line on 0845 606 8855. You will be connected to customer service advisers who can arrange for translated copies of our literature to be made available to you on request.

In addition to this, our major emergency customer notification leaflets carry easily recognisable symbols and key phrase translations.

3. To make sure you are not vulnerable to bogus callers, we will offer an appointment with the option of a password for your protection.

In our commitment to reduce crime, we recommend that when answering the door to anyone claiming to be from Scottish Water, you please follow our ‘Three C’s’ rule:
CHAIN, CHECK, CALL

Use a door CHAIN if you have one and ask to see the caller’s identity card. If they do not have one then send them away!

• CHECK the identity card carefully
• Is the photo on the card the same as the person at the door?
• Does the card contain the Scottish Water contact telephone number?
• Has the card been tampered with in any way?

If you are in any doubt about the caller’s identity please CALL our Customer Helpline on 0845 601 8855.

Find out more information at www.scottishwater.co.uk/boguscaller

How to register
If you, a family member or friend want to join our Additional Support Register, contact us by:

• Calling our Customer Helpline on 0845 601 8855
• Our Access Line on 0845 606 8855 or through our textphone facilities on 0845 603 8855 or by using the Typetalk service
• Or by writing to us at
  Special Services,
  Scottish Water,
  PO Box 8855,
  Edinburgh,
  EH10 6YQ