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This information applies to Scotland only
Water supplies
Who supplies water
Water supplies in Scotland are provided to domestic users by a single water authority called Scottish Water.
The head office of the water authority for Scotland is:-
Scottish Water
6 Castle Drive
Carnegie Campus
Dunfermline
KY11 8GG
Tel: 01383 848200
Customer Services:-
Enquiries: 0845 601 8855
Emergency: 0845 600 8855
Business billing: 0845 602 8855
Website:  www.scottishwater.co.uk
How to get a water supply
If you want a water supply you should contact the water authority for details of how to be connected to the public water supply.
The water authority must provide a water supply to a point where it can be connected to your domestic pipes, so long as this can be done at reasonable cost.
Water quality
The water authority is responsible for ensuring that water supplies meet regulations on water standards.
Contaminated water
If you are concerned that your water supply is contaminated, you should:-
- contact the water authority as soon as possible to inform them of the problem and report the problem to the Drinking Water Quality Regulator
- drink only boiled water or bottled water until the problem has been resolved
- contact your GP if your health is affected.
The water authority should look into the problem and inform you about what, if anything, is being done about it.
If the water does not meet the regulations on water standards, or if there is a threat to health, you can complain to the environmental health officer at your local authority.
Lead in water
If you are concerned that the water supply is coming through lead pipes or is being stored in a lead tank, you can ask the environmental health officer at your local authority to test the water for lead.
If you want to replace lead pipes or tanks, you may be eligible for a grant from your local authority.
Fluoride in water
Water authorities can add fluoride to water supplies if both the water authority and the local health authority agree to do so.
Water shortages
During a drought the water authority may impose restrictions such as hose-pipe bans.
It is an offence to waste water supplies. A water authority may forbid fittings that waste water.
Interruptions to water supplies
The water authority should give you twenty-four hours notice of any planned interruptions to water supplies.
If you have any medical or other needs which would be seriously affected by an interruption to your water supply, you should inform the water authority in advance so that the authority can minimise any interruption.
There may be times when the water authority cannot give you notice of an interruption, for example, in an emergency. If the water authority has to cut off the supplies for more than a short time, it must provide emergency supplies by standpipe or tanker.
Private water supply
A private water supply is a supply of water that is not provided by Scottish Water.
From 3 July 2006 if you have a private water supply that supplies 50 or more people the local authority must test the water quality. You will have to pay a fee for the test.
If you have a commercial business, for example, a bed and breakfast, the local authority must test your water regularly and may charge you an annual fee.
A grant may be available up to a maximum of £800 to improve or repair your private water supply. You can get an application form from the Environmental Health Department of your local authority.
More detailed information about a private water supply is available from www.privatewatersupplies.com.
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Paying for water
Domestic water and sewerage charges
Most domestic users of water in Scotland pay for their services through the domestic water charge and the domestic sewerage charge. The domestic water charge and the domestic sewerage charge are collected by local authorities, along with the council tax. The charges are on the council tax bill but are listed separately.
The amount of the water and sewerage charge is set each year by the water authority. The amount you pay depends on:-
- the valuation band of the house and
- any discounts you are eligible for (for example because you live alone).
The rules for assessing valuation bands and discounts are the same as those for the council tax.
For information about the council tax, see Council tax.
If you are in receipt of full council tax benefit you are eligible to a reduction of up to 25% of your water and sewerage charges.
You do not need to make a claim. Local authorities should automatically reduce bills.
Arrears of water and sewerage charges
Arrears of water charges are collected by the local authority along with the council tax. Any council tax arrears and water and sewerage arrears are counted as one single debt.
Domestic water supplies cannot be disconnected if someone has arrears of water charge.
If you have arrears of council tax you should consult an experienced adviser for example, at a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
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Complaints about water and sewerage
If you have a complaint about water or sewerage, you should contact Scottish Water. Scottish Water has a customer code of practice which should outline its service standards. Under the Scottish Water Code of Practice you should receive a written response within ten working days. Failure to do so may entitle you to a compensatory payment of £20.
Waterwatch Scotland
Waterwatch Scotland is the national complaints handling authority for all domestic and non-domestic customers in Scotland. If you have made a complaint to Scottish Water in the first instance and are not satisfied with how it has been handled, you should conatct Waterwatch Scotland and they will investigate your complaint.
Waterwatch Scotland
Forrester Lodge
Inglewood
Alloa FK10 2HU
Local rate: 0845 850 3344
Office: 01259 725335
Fax: 01259 214218
Email: info@waterwatchscotland.org
Website: www.waterwatchscotland.org
Complaints section: www.waterwatchscotland.org/web/site/complaints/complaints.asp
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