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 on 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. 

Additional Support Register

If you or family member would like to be added to the Additional Support Register:

Online: Additional Support Form 

Call: Customer Helpline 0800 0778 778

Call: Access Line 0800 0778 778*

Text Relay Service: 18001 0800 0778 778*

Write to: Additional Support Services, Scottish Water,  PO Box 8855, Edinburgh EH10 6YQ

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). 

Our main administration centres have an induction loop for customers with hearing aids. 

Information in Braille or on audio cassette: 

If you require Braille services, we can provide information in Braille or on audio cassette if requested. 

Use the British Sign Language (BSL) interpreting service: 

If you are a user of the BSL, the Contact Scotland BSL service gives you access to an online interpreter enabling you to communicate with us using sign language. 

For more information visit contactSCOTLANDBSL

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

Access Line - 0800 0778 778. 

As part of our Customer Commitment Strategy, customer service advisers can arrange for translated copies of our literature to be made available to you on request. 

Our major emergency customer notification leaflets also carry easily recognisable symbols and key phrase translations. 

Services for vulnerable customers: 

To make sure you are not vulnerable to bogus callers, we can offer an appointment with the option of a password for your protection. Ask for this when you contact us for an appointment. 


Safecall Logo
Safecall is an external whistle blowing line for Scottish Water employees.

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. 

To find out more visit Safecall

For more information on how we ensure our customer communications meet our equality outcomes, read our Public Sector Equality Duty Report which can be found in the Governance Document Hub page

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