Scottish Water’s Code of Practice sets out Scottish Water’s commitment to a set of guaranteed minimum service standards for water and sewerage customers called Guaranteed Service Standards. They cover a range of service issues that would be reasonable to expect Scottish Water to deliver under normal circumstances. Scottish Water’s policy is that customers should only pay for services they receive. If Scottish Water fails to deliver against its service standards, it will make a payment to the customer. However, information on both Guaranteed Service Standards and payouts are difficult to access for customers.
This report outlines research carried out by Consumer Focus Scotland into consumer awareness of Scottish Water’s minimum service standards and summarises key recommendations to improve accessibility and quality of information.