In August 2020, Scottish Water introduced appointment reminders for customer scheduled site inspections that have been arranged through the Wholesale Service Desk. This has been introduced to improve the overall customer experience while also reducing the number of abortive visits.

Appointment reminders are sent to non-household customers when:

  • An appointment has been scheduled with the non-household customer through the Wholesale Service Desk, and
  • The LP has provided Scottish Water with consent to contact the non-household customer at the point of submission.

Appointment reminders are sent via SMS to the non-household customer’s mobile device or, where a mobile number has not been provided, to the non-household customer’s email address 7 days and 3 days in advance of the customer scheduled appointment.

Initially, appointment reminders will be sent for site inspections that are to be carried out by Clancy Docwra and will eventually be applied for all customer scheduled appointments (excluding temporary disconnections). Details and timescales for further improvements will be communicated following a brief review period.

If you have any questions or feedback, please get in touch with your account manager.

 

Appointment Reminder FAQs

Scottish Water is introducing appointment reminders for customer scheduled site inspections to improve the overall customer experience and reduce the number of abortive visits. 

Appointment reminders will be sent to non-household customers when:

  • An appointment has been scheduled with the non-household customer through the Wholesale Service Desk, and
  • The LP has provided Scottish Water with consent to contact the non-household customer at the point of submission.

Appointment reminders will not be sent for new connections or temporary disconnections. 

Appointment reminders will be sent via SMS to the non-household customer’s mobile device or, where a mobile number has not been provided, to the non-household customer’s email address 7 days and 3 days in advance of the customer scheduled appointment.

Please see example email and SMS reminders below:

 

Screenshot of Email sent to customersScreenshot of Appointment Reminder SMS