Keeping you in the picture with our consultation code

Listening to our customers, stakeholders and employees is very important to us. We work 24 hours a day, 365 days a year to provide one of the best value-for-money packages for water services in the United Kingdom.

There are times when we may carry out maintenance work, projects and improvements behind the scenes, but we realise that there are also many occasions, depending on the project, when our work may affect you, our customer.  When we are working in your local area we aim to keep both you and stakeholders in your community in the picture about what we are doing and why. 

Our Consultation Code is about how customers, Scottish Water employees and our representatives can work in partnership to ensure that individuals, communities and stakeholders are engaged in discussion early in the life of projects and developments.

The Consultation Code has been developed along with Waterwatch Scotland, who are independent of us and other organisations, and represent the views and interests of our customers. The Consultation Code meets our responsibilities under the Water Industry (Scotland) Act 2002 and is approved by Scottish Ministers.

Download our consultation code (pdf) here. We have also won the Crystal Mark from The Plain English Society on a special version of this document, download this version here (pdf).