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Problems with public water quality and supply
This information applies to Scotland only
On this page you can find out what to do about problems with water quality from the public water supply. There are several additional points about possible questions about your supply.
Public water supply
Scottish Water is responsible for making sure that drinking water from the public water supply meets the standards set in regulations (legal note 1). It is the job of the Drinking Water Quality Regulator (DWQR) to make sure that it is always at the required quality. If Scottish Water fails to keep the quality at the required standard the Drinking Water Quality Regulator can fine Scottish Water.
Contaminated water
If you are worried that your water supply is contaminated, for example, because it looks, smells or tastes unusual you must get in touch with Scottish Water and it will report your problem to the Drinking Water Quality Regulator (DWQR) to get tests done.
Tests are being done to water all the time by the DWQR and there might be helpful information about what is happening in your area on the DWQR website. The website is at www.dwqr.org.uk.
If you have been having problems with contaminated water for a while, because, for example, there was flooding and the supply was disrupted, you might find a local campaign group helpful. Your local authority environmental health department can provide information about progress on any local problems.
If you are not able to use your water, because of contamination, for more than 13 hours you can ask Scottish Water for an alternative supply.
On a practical level do not drink any water that you are unsure of. Boil all water and buy bottled water for drinking. Check with your GP if your health is affected. Check also with Scottish Water to see if they have already issued a public notice regarding your local water supplies. It may already be supplying bottled water to your area.
If you think you have been made ill by contaminated water and you want to sue for negligence you will need legal advice about taking action for a personal injury.
More about taking action for a personal injury
Lead in water
Some old properties still have lead tanks and a few have lead pipes. If you are worried about lead being in your water supply you can get the water checked by your local authority environmental health department. If there is lead piping and it is within the property and is your responsibility you may have to replace it. You might be eligible for a grant or loan from your local authority.
More about grants and loans
If there is too much lead in your water and it is in the piping from the public supply and is the responsibility of Scottish Water it will have to replace the piping.
Fluoride in water
In some areas fluoride may be added to the water supply to improve dental health. It is normally the local health board that asks for this to be done but Scottish Water would have to agree. To date, there is no addition of fluoride to water in Scotland.
Make a complaint
If you are unhappy with the way Scottish Water handled your complaint about the water quality you can make a complaint.
More about how to complain to Scottish Water
Interruptions to the water supply from Scottish Water
Sometimes the water supply to your home has to be turned off.
Planned interruption
If the interruption of the water supply has been planned by Scottish Water and is going to mean that water is off for 4 hours or more you should be told at least 48 hours in advance that it is being turned off. Scottish Water may send you a letter or have a news item in the press or television to let you know.
Unplanned interruption
Your water supply might have to be turned off because of an emergency. In these situations Scottish Water must provide you with an alternative supply if the water is off for 12 hours or more.
Compensation claims for interrupted supply
If Scottish Water fails to let you know about the interruption to your supply you can claim £20 compensation and a further £10 for any additional 12 hour period of it being turned off. You can make a claim by contacting Scottish Water through their website at www.scottishwater.co.uk or you can phone the Customer Helpline on 0845 601 8855.
Medical needs
When an interruption of water supply is going to seriously affect someone in your home because of their medical condition or other special need you can contact Scottish Water about how to minimise the effect of the interruption.
Hosepipe bans
When Scottish Water is worried that the main reservoirs are low it can impose a hosepipe ban to make sure that the domestic water supply does not run out. A hosepipe ban does not mean that you can’t use water to water the garden or wash your car. It means that you should not be leaving your sprinkler on for any length of time as it will potentially waste water.
If you ignore a hosepipe ban once you are likely to get a warning. However, if you carry on ignoring it you can be charged with an offence and fined up to £1000 (legal note 2).
Water pressure
If you are unhappy with your water pressure Scottish Water can test what is happening to your water flow. You can phone the Customer helpline 0845 601 8855. Scottish Water is likely to know if there are pressure problems with the public water supply in your area. If your area does not have problems and the problem seems to be in your own property you may need to call out a local plumber to verify this and solve the problem. When the problem is only in your property you will have to pay for any work done to solve it.
Legal notes
