Coronavirus (Covid-19): How Scottish Water Will Move Out of Lockdown

Scottish Water’s priority is the provision of water and waste water services to its customers across the country.

These services are essential to the everyday lives of more than 5 million people and supporting businesses.

As Scotland starts to transition out of Covid-19 restrictions, we're continuing to work around the clock to keep customers supplied with water and treat the country's waste water, while maintaining the health of our employees and our customers.

The transition route map published by Scottish Government outlines a phased approach to easing restrictions, with each phase relaxing specific elements of lockdown as we meet the required criteria.

Phase 1 will see Scottish Water – along with construction companies in Scotland – begin to implement the construction industry’s Government-approved re-start plan.

Other than a small number of ‘essential’ works which were approved to resume in line with Government guidance, the majority of our capital investment programme has remained on hold during the pandemic.

Delivering our investment programme is essential to future services for customers. We will take a flexible, cautious and considered approach to ensure the safety, health and wellbeing of our people, our contractors and the people in the communities where we work.

We are now working to prepare sites for restart to ensure they are ready for safe working to resume and allow for safe distancing by our workforce.

As we move into Phase 1 you will see Scottish Water teams gradually return to our sites over the next weeks and months. The following strict measures will be in place:

  • Safe working environment, including safe working signage and welfare arrangements
  • Social distancing at all times to protect employees and the public
  • Compliance with current safe operating procedures for the construction sector in Scotland

In addition, car parks at a number of reservoirs are now re-opening. Visitors should maintain social distancing in line with government guidelines. You may see our key workers on site carrying out essential work and we ask that you observe the advice to maintain 2 metres distance.

However, it will not be an immediate and full return to ‘normal’ and the following measures remain in place:

  • All main Scottish Water office buildings are closed to employees with the exception of essential operational workers.
  • Public reception desks are also closed
  • For those Scottish Water employees who were normally based in an office they will continue to work from home for the time being
  • A package of support measures is in place for Licensed Providers who supply business customers who may be experiencing pressures caused by Covid19 (Coronavirus). Read more here
  • Public-space Top Up Taps have been temporarily switched off to redirect resources to critical activities such as water sampling
  • We are unable to accept communications by post. If you need to contact us please email us at help@scottishwater.co.uk or call our Customer Helpline 0800 0778 778

You will continue to see our frontline employees and key supply chain partners working to fix bursts and sewers, and clear chokes, which may require groundworks and machinery. Please be assured they are working to ensure customers receive a consistently high level of service while following safe working guidelines. 

Customers are urged to follow our guidance to flush only pee, poo or toilet paper down their toilets and not to dispose of non-flushable items in this manner, to help reduce the risk of blocked drains and sewers. More information

Scottish Water representatives who are booking appointments, or may need to visit your property as part of our normal business activities, will ask a few questions before visiting to make sure a face to face visit is appropriate. Alternatively, you may wish to postpone a visit from us and we will accommodate this wherever possible. Please see our bogus caller advice here.

Please be assured that we continue to monitor this situation very closely and our primary focus is to ensure our service to you is maintained in a safe and responsible manner.

As a result of the Covid 19 outbreak all main Scottish Water office buildings and public receptions are currently closed and we are unable to accept communications by post. If you need to contact us please email us at help@scottishwater.co.uk or call our Customer Helpline 0800 0778 778.

For advice on recovering drinking water supplies in buildings and networks after prolonged inactivity please see Water UK briefing note here.

Check back here regularly for updates to relevant important information and advice for our customers.