Respond to complaints within 8 working days - £20
Respond to invoice queries with 10 working days
(5 days for changes of payment method) - £20
Provide 24 hours notice of appointment changes or cancellations - £20
Provide 48 hours notice of planned supply interruptions, and ensure supplies are restored on time - £50 (plus £25 per further 12 hour periods)
Restore supplies within 12 hours where there is an unplanned interruption (48 hours for works involving very large, strategic mains) - £50 (plus £25 per further 12 hour periods)
Pass reports of water entering internal gas pipes and appliances immediately to Scottish Water, and advise customers that this has taken place - £20
Undertake a survey visit when a new water meter has been requested, and provide a report within 10 working days - £20
Respond to reports of poor water pressure and provide a report within 5 working days - £20
Provide regular information updates regarding large-scale emergencies every 48 hours as a minimum, provide support for sensitive customers, and advanced notice of any resulting supply restrictions - Claims for direct losses
(up to 5-15% of water & waste charges and maximum of £5,000)
Communicate changes in maximum default tariffs within 14 working days - £20
Provide compensation payments automatically - £20 (where customers need to make a request)
If a customer’s property is damaged by wastewater flooding caused by failures of the water supply network - Refund annual waste charges up to a maximum of £1,000
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