Bottled Water Support for Priority Support Customers
Supporting our customers this winter
Scottish Water is running a bottled water initiative for our Priority Services Register customers.
This winter, we are once again offering bottled water support to customers on our Priority Services Register (PSR)
Cold weather can be unpredictable. While we hope your water supply won’t be interrupted, we want to help you feel prepared.
What's included?
- You’ll receive four x £1 digital vouchers for still bottled water
- The vouchers will be sent directly from us - by text, email or post - and generated by our trusted partner, PayPoint
- Vouchers can be used individually or altogether at participating stores to buy bottled still water, any brand or size
Find your nearest participating store using the PayPoint Store Locator
Need more information?
Check out our Frequently Asked Questions below, where we hope you’ll find all the information you need. Alternatively, if you’d prefer to speak to someone, contact us at any time on 0800 731 0840 (available 24/7), or email us at help@scottishwater.co.uk
We’re here for you
The bottled water initiative is just one of the ways we support customers on our Priority Services Register. If you have medical, disability, caring, or communication needs, our PSR is free and confidential – and it ensures we’re here when you need us most.
Sign up today: www.scottishwater.co.uk/Priority
Winter Support Resources
Find more tips on keeping yourself and your home safe, warm, and comfortable this winter, click the link below.
Register for PSR
If you have a disability, medical condition or any other reason requiring additional support, you can register your details on our confidential Priority Services Register.
Register here
Every Connection Matters
We know it’s not just about water - it’s about connection too. Stay connected and supported this winter.
Visit our Stay Connected Hub to discover simple ways to stay supported and connected this winter.
FAQs
Q: Why have I received vouchers?
A: Your details are stored on our Priority Services Register and either you have signed up at some point or someone has signed up on your behalf - if you don't think this should be case or this is an error, please contact us using the details below these FAQs.
Q: Why have I received four x £1 vouchers and not just a £4 voucher?
A: Each voucher link can only be used once so we thought it was best to issue these in small amounts as not everyone wants to purchase 6 x 2 litre bottles. This also gives you flexibility to use the vouchers as and when you need.
Q: Why is the voucher value £4?
A: We looked at prices from different stores to find out how much bottled water usually costs, and we decided that £4 is the average amount for 6 x 2 litre bottles.
Q: Do I need to use the voucher?
A: Not at all but we would encourage you to use the voucher in case there is an interruption to your water supply during the winter months.
Q: Is it safe to click the links?
A: Yes, 100%! PayPoint won't ask for any personal details, so you simply just need to show the voucher/s in your local participating store to collect your bottled water.
Q: Why has my neighbour received vouchers and I have not?
A: This year's voucher scheme is available to customers who were registered on our Priority Services Register before 30 September 2025. If you were registered before this date and haven’t received your vouchers, please contact us and one of our advisors will be happy to help.
Q: How long is the voucher valid for?
A: The vouchers are valid until the 15 January 2025 and unfortunately cannot be extended after this date.
Q: Can I use this voucher in any store?
A: Unfortunately, not, the participating PayPoint stores can be found on the ‘Find Stores’ tab on the voucher or PayPoint Store Locator - find your nearest store
Q: Is the voucher restricted to certain brands?
A: The vouchers can be used across all brands and all sizes within the participating stores; the only restriction is that it can only be used to purchase still bottled water.
Q: Can the voucher be used to purchase anything else other than still bottled water?
A: No, the vouchers can only be used to purchase still bottled water. The purpose of the initiative is to help reduce the impact of any disruptions to your water supply.
Q: Do I need to use the voucher in one go?
A: Each voucher can only be redeemed once, and no change will be given so we recommend checking what is the best option for your bottled water.
Q: I’m unable to carry large bottles of water
A: There are no restrictions on the size of bottles. You can purchase 250ml smaller bottles, 2 litre bottles or even 5 litres, it really is down to personal preference.
Q: Can someone else pick up the water for me?
A: Yes, definitely! Anyone can redeem the vouchers at the participating stores.
Q: Can the vouchers be used online?
A: No, unfortunately vouchers can only be redeemed in participating PayPoint stores, not online or via delivery apps.
Q: Can I print the voucher instead of using on my mobile?
A: Definitely! The participating retailers are happy to accept the voucher digitally or as a paper copy.
Q: Can I combine the vouchers with another offer?
A: No. Vouchers can’t be used with any other discounts or offers.Q: Why are the vouchers only valid until the 15 January 2026?
A: This is to encourage everyone to be prepared for the winter months. In the unlikely event of a disruption to your water supply, shops tend to run out quickly of water.
Q: What if I misplace the voucher by accident?
A: We would recommend you keep the vouchers safe and treat the vouchers like cash as we cannot issue another one. Top Tip: Save your vouchers to your Apple/Google wallet or even screenshot the vouchers so it saves to your phone.
Q: There are no retailers beside me - what should I do?
A: We're sorry to hear that. Friends and family are welcome to redeem the vouchers on your behalf. If this still isn't suitable, contact us on your preferred method below and we'll be happy to help.
Q: I'm not great with technology
A: If you don't feel comfortable, our advisors will be more than happy to talk you through the process. It really is very simple and just a couple of clicks but please don't hesitate to contact us as we're happy to support you.
Q: Why am I getting an Error page?
A: It sounds like there is an issue with your voucher, please contact us at any time on 0800 731 0840 (available 24/7), or email us at help@scottishwater.co.uk.
Q: Do the vouchers have any Terms and Conditions?
A: Yes - every PayPoint voucher comes with a few simple Terms and Conditions, which outline how they can be used and where they’re accepted. If you have any questions about what they mean, just get in touch and we’ll be happy to help.
Q: Are you expecting their to be a disruption to my water supply?
A: Definitely not but water supply interruptions can cause significant inconvenience and are more likely during the winter months.
Q: How is it best to store the water?
A: Water should be stored in a cool, dark place.
Q: What do I do with any water I don’t use?
A: You can keep hold of the water until the expiry date or use as you see fit.
Q: If the water goes out of date is it still safe to use?
A: We would recommend you follow the manufacturers expiry date and use any expired water on plants or in the garden - don't forget to recycle bottles after use.
Q: Is it safe to feed my baby with bottled water?
It's a common belief that bottled water isn't suitable for making baby formula, but it can actually be used safely. Just make sure the bottled water you choose has sodium levels below 200 mg/L and sulphate levels below 250 mg/L, as shown on the label. Most bottled water available in the UK meets these guidelines, so you can use it with confidence. However, should you have any concerns or would like further guidance on the matter, we would always recommend you contact your health visitor.
Q: Is it safe to boil bottled water before mixing with baby formula?
A: The NHS generally advises against this practice because it can concentrate sodium and sulphate levels, as some water is lost as steam. However, this effect is usually minimal. As long as the sodium and sulphate levels are not close to the upper limits of 200 mg/L and 250 mg/L, it shouldn't be a concern. For more detailed advice, we would encourage you to speak with your health visitor. Click here for the NHS Guide to Bottle Feeding.
If you need help with anything and you haven't been able to find the answer in our FAQs, you can reach us through our social media channels or via email at help@scottishwater.co.uk Alternatively, call us on 0800 731 0840.
