Wholesale Resolutions Team

As set out in November’s Newsletter, Scottish Water is currently undertaking a Wholesale Transformation programme to support our ambition of being a great wholesaler, to achieve this we have set in place tactical initiatives to make our processes more efficient and deliver a better service.

For this purpose, our new Wholesale Resolutions team, has started piloting a new way of handling complex cases with focus on getting things right the first time. 

The new pilot approach covers these aspects below:

Dedicated team focused on resolving ‘complex’ issues

  • Attention on understanding the root cause of concerns and dealing with them.

Ease of interaction

  • Frequency of update approach (key stages)
  • Dedicated point of contact


  • New internal commitment framework to ensure the right resources and knowledge are engaged to help resolve non-standard cases


  • Checking that the customer (Licensed Provider and, where relevant, Business End user) are happy that their concerns have been addressed before a case is closed
  • Seek feedback for improvements of this new approach and team.

Continuous improvement

  • Take forward feedback/learnings to drive business wide awareness and improvements in our interactions and approach with customers. This could include review of charging or operational policies where feedback highlights recurring issues.

The Wholesale Resolutions team will help you with issues of a complex nature, whether that be something new or existing, if you feel it is not progressing to your satisfaction.

Please click here for an overview on complexity criteria and our estimate of volumes.

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