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Additional Support

Essential information about the services we provide to our customers

As a Scottish Water customer, if you have a disability or medical condition or any other reason for additional support, you can register your details online by using the link below:

Fill in the additional support registration form here. 

You can also register by phoning our Customer Helpline on 0800 0778 778 and we will take a note of your name, address and additional requirements which will be added to our confidential Additional Support Register.

We also have links with local and national organisations representing customers with additional service needs to ensure that we provide you with the most appropriate services.
1. We offer:

Next Generation Text (NGT) Relay - 18001 0800 0778 778 *
If you have a speech or hearing difficulty you can use Next Generation Text (NGT) Relay (formerly known as Text Relay). 
Information in large print (14 point minimum).

Information in Braille or on audio cassette if requested.

2. Services for our customers who do not have English as their first language:

As part of our Customer Commitment Strategy, Scottish Water offers an Access Line on 0800 0778 778. You will be connected to customer service advisers who can arrange for translated copies of our literature to be made available to you on request.

In addition to this, our major emergency customer notification leaflets carry easily recognisable symbols and key phrase translations.

3. To make sure you are not vulnerable to bogus callers, we will offer an appointment with the option of a password for your protection.


How to register

If you, a family member or friend want to join our Additional Support Register, contact us by:

Fill in the additional support registration form here

Calling our Customer Helpline on 0800 0778 778

Our Access Line on 0800 0778 778 * or through the Text Relay service on 18001 0800 0778 778 *

Or by writing to us at:

Additional Support Services,
Scottish Water,
PO Box 8855,

EH10 6YQ

For more information on how we ensure our customer communications meet our Equality Outcomes, read our Public Sector Equality Duty Report here.

Safecall: external whistle blowing line for Scottish Water employees Safecall logo

Having an independently operated whistle blowing line is good industry practice and an important part of our approach to business ethics and fraud.

Employees can call Safecall 24 hours a day. They can remain anonymous if they wish and even if they disclose their identity to Safecall, this will not be passed to Scottish Water without the employee's consent.

Find out more about Safecall on their website:

*Please note, these numbers are also free from landlines but there may be a charge if you use a mobile.