Our Services - Your Rights

Our customers are at the heart of everything we do.

We believe in quality of service and work around the clock to provide you with clear, fresh water and waste water services.

We continually invest in new resources to deliver improvements that meet your needs as well as meeting industry standards.

Our Code of Practice and the summarised version, our Customer Charter tells you about the services we promise to provide you with. We call these our Service Standards. These documents help you to know what to expect from us. These can all be viewed/downloaded from our Document Hub.

We explain to you what your rights are and what happens if we don’t keep our promises to you. In some cases, we will make an automatic offer of a payment and in others we ask that you get in touch with us and we will investigate a possible payment.

Making a Service Standards Claim

If you would like to make a claim for a Service Standards payment based on the information outlined in our leaflet, please contact us via our portal. We will review your contact and reply within 5 business days. 

Access the Service Standards portal here

If you require more information on our services, please contact us using one of the following methods:

Phone: Customer Helpline 0800 0778778.
*We record all calls for quality and training purposes.

Email: help@scottishwater.co.uk

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