Interim Report Highlights Priority on Customer Services During Pandemic

Scottish Water has published its interim Performance and Prospects report covering the six-month period between 1 April 2020 and 30 September 2020.

The response to the global pandemic dominated Scottish Water’s activity during that time in recognition of its key role in maintaining public health through the provision of water and waste water services.

Douglas Millican, Scottish Water’s Chief Executive, said: “The scale and impact of the Covid-19 pandemic have dominated our daily lives and are likely to continue doing so for some time to come.

“Our enduring priority has been to keep our country’s vital water and waste water services running smoothly in support of the national effort to protect public health.”

“Now, more than ever, we recognise the need to treat customers and communities with great kindness and support them as best as we possibly can.”

Douglas Millican
Chief Executive, Scottish Water

Mr Millican said the public organisation recognised the need to ensure continued high levels of customer experience and maintaining confidence throughout this period.

He underlined the way in which Scottish Water teams responded to maintain the safety of all and carry out their work in a manner which supported customers in the best way possible.

He said: “Now, more than ever, we recognise the need to treat customers and communities with great kindness and support them as best as we possibly can.”

His report highlighted efforts to minimise disruption to customers and reduce leakage from across the network. Tests carried out on samples between April and September showed the highest-ever level of performance on water quality, the report said.

Mr Millican said the pandemic had impacted on business customers and as result support measures were put in place to enable Business Stream, a commercial subsidiary of Scottish Water, to support its customers during this difficult time.

The Chief Executive said a focus would remain on delivery of service which is essential to customers’ daily lives as well as transforming the organisation to ensure it is fit to meet future challenges, especially around climate change, maintaining and replacing ageing infrastructure, and reducing carbon emissions.