Frequently Asked Questions
Who is responsible for the pipework supplying my property?
If you are the homeowner, you may have a responsibility for any of the pipes within your property boundary. For clarification for what you are responsible for, visit Scottish Water’s website and click on the leaflet called “Your pipework responsibilities”. If you are not a home owner, your landlord or property owner could be responsible. You may also wish to consult with your home buildings insurer.
What do I do if I have a burst or leak?
Homeowners are responsible for the maintenance and repair of water pipes within the boundaries of their property. Scottish Water’s website clarifies what the homeowner’s responsibilities are. However, there are things that Scottish Water can do to help resolve the problem as quickly as possible to minimise leakage and help the environment. To view how Scottish Water can help you and what the conditions are, visit their website. You may also wish to consult with your home buildings insurer.
What is surface water and why must I pay for it to be drained?
Surface Water is made up of two individual components – Property Drainage and Roads Drainage - if you are a metered household or a business, separate charges will apply for each.
Around a third of the water in the public waste water system is rainwater that drains from private properties and public areas such as roads and pavements.
Property Drainage – is the term used for the service of dealing with rainwater drainage from within the boundary of a property, such as from roofs, private car parks and private roads that drain to Scottish Water sewers.
Roads Drainage – is the term used for the service of dealing with rainwater that drains to Scottish Water sewers from public roads and footpaths.
Please note, if your property has either a connection for waste water or for property drainage you will also need to pay a charge for Roads Drainage. Where Scottish Water deals with no Property Drainage from any part of the property, no Property Drainage Charge will be applied.
For metered households, Property Drainage and Roads Drainage charges will be applied in relation to the Council Tax Band for your property.
For business properties, Property Drainage and Roads Drainage charges will be applied in relation to the Rateable Value of your property.
My drinking water has a chlorine taste/smell – is it safe to drink?
A chlorine taste or smell results from small amounts of chlorine that remain in your water from the disinfection at water treatment works. It is safe to drink. For more information on why chlorine is used in the water supply, view Scottish Water’s Factsheet 5, chlorine explained.
My drinking water looks milky – is it safe to drink?
Some customers may experience what is known as ‘white water’. This is caused by air getting into your household system and dissolving under pressure. When the pressure drops as you turn on the tap, air forms tiny bubbles. These bubbles will slowly float to the surface and the water will clear. If you pour a glass of water, you will see it clear from the bottom upwards. Your water is safe to drink.
For more information, view Scottish Water’s Factsheet 4, colour, taste and odour explained.
My water is discoloured – what can be done?
In Scotland, most untreated (raw) water from sources where it comes into contact with the land can be coloured. The intensity of the colour can vary depending upon the season and level of rainfall. Every effort is made to reduce the colour caused by the dissolved organic matter in all the water treated at Scottish Water’s water treatment works. However, some of the treatment processes used, like slow sand filters, are not as efficient as others at reducing colour in the water. Therefore, occasionally, some colour remains in the treated water and you may notice this in your water following heavy rain in your area. This colour could range from yellow to brown. Your water is safe to drink.
A burst water main can also cause some discolouration and can be resolved by running your cold water tap until the water runs clear.
For more information view Scottish Water’s Factsheet 4, colour, taste and odour explained.
What standards of service can I expect from Scottish Water?
Scottish Water’s code of practice sets out their Guaranteed Standards Scheme which covers the most important services to their customers. If Scottish Water fails to meet these minimum standards they will usually automatically make a payment. However, for standards relating to planned interruptions, pressure complaints, and Scottish Water’s response to major incidents, they ask customers to make a claim directly.
Scottish Water also has service targets in place for other important areas. These include the speed of their telephone response when you call the Customer Helpline and the speed in replying to your written requests for information, whether via email or post. Although more general customer enquires are not Guaranteed Service Standards, certain types of customer requests are covered by the scheme. Overall Scottish Water aims to provide a quality service to all its customers in these areas.
Details of Scottish Water’s Guaranteed Standards Scheme, as well as how to make a claim, are explained in its booklet called ‘a customer’s guide to our code of practice‘.
My water pressure is poor. What should I do? Is there a set standard?
Sudden and unusual drops in pressure may be caused by a burst water main or repair work in your area. Please contact Scottish Water’s Customer Helpline on 0845 601 8855. Scottish Water will investigate the cause and let you know what it finds.
Scottish Water aims to supply water at a minimum gauge pressure of 1 bar, which is equivalent to approximately 10 metres static head (static head is the pressure that would be recorded when no water is flowing in the pipe to the property).
More information can be found in Scottish Water’s ‘a customer’s guide to our code of practice’.
How much notice should Scottish Water give before it interrupts my supply?
If the work is planned to last more than 4 hours Scottish Water will give you at least 48 hours notice before it turns the water off.
How quickly must Scottish Water restore emergency interruptions to my water supply?
If the public water supply to your home is interrupted unexpectedly, Scottish Water will aim to restore the supply within 12 hours from the time it finds out about the interruption. If the problem is on a strategic main (a large main serving a large area) Scottish Water will aim to restore the water supply within 48 hours of Scottish Water finding out about the interruption.
More information can be found in Scottish Water’s ‘a customer’s guide to our code of practice’.
Would I save money by having a water meter fitted?
You can choose to have a water meter fitted to your property. If you don’t own the property you must have the owner’s permission to do this. You can opt, at your own cost, to have a water meter installed at your property subject to satisfying Scottish Water’s meter installation criteria. Not everyone will save money after having a water meter fitted as this would be dependent on the Council Tax Band or Rateable Value of your property and how much water you use.
If you are thinking about a water meter for your property and would like more information on the costs and criteria which need to be met, contact Scottish Water’s Customer Helpline on 0845 601 8855 or visit their website.
Why do I have to pay water and sewerage charges for my empty property?
The Scottish Government has abolished discounts on water charges for all second homes and empty dwellings from 1 April 2006. This includes the removal of the discounts previously applicable to purpose-built holiday homes, second properties, vacant dwellings which subsequently undergo extensive repair after sale, and dwellings which are vacant for less than 12 months.
Who should I contact with a water / wastewater query?
If you have any queries relating to your water and / or wastewater supply or service, if you are a domestic customer then contact Scottish Water. For business customers, you need to contact your supplier (the licensed provider that invoices you). Their contact details will be on the invoice.
I have just built a property. What are connection/infrastructure charges?
When building a new property, there are a number of different charges that will apply. For details of the individual charges applicable, contact Scottish Water’s Customer Helpline on 0845 601 8855 or visit their website.
What do I do if I discover that I have lead pipes?
Scottish Water provides a fact sheet on lead, explaining where lead comes from, why lead can be a problem, who is responsible for replacing lead pipes and information relating to possible grants if the pipes need replacing. If you require further information, contact Scottish Water on 0845 601 8855.
What should I do if I receive mailings on insurance cover for water supply pipes?
Scottish Water is working with an insurance provider called Homeserve GB to raise awareness of your responsibilities, as a home owner, to maintain the water and waste water pipes within your property boundary. This is an offer of insurance cover only, from Homeserve and it is up to you as a property owner to decide if this type of cover is suitable to your individual circumstances.
We would advise that any customer interested in taking out this type of insurance cover should always check to see if they are covered through any existing insurance policies that you may already have first.
How can I make a complaint againt Scottish Water or my supplier?
Waterwatch Scotland recommends that you first raise your complaint with Scottish Water or your supplier (if you are a business customer) to give them the opportunity to resolve the matter directly. If you are not satisfied with the response or resolution that you receive, then click on our Complaints Guide for information on how to make a complaint.
Can I get my water from a different supplier?
Not if you are a household customer.
If you are a business customer, the ‘Water Services (Scotland) Act 2005′ introduced retail competition to Scotland. Business customers will be served by licensed water and waste water service providers from 1 April 2008. More information is available from the Water Industry Commission’s website.
Why is my water and wastewater charges linked to Council Tax?
In Scotland, the vast majority of domestic customers are charged for their water/wastewater via the annual Council Tax bill. The charges are based on the council tax banding of the property that it relates to and not the volume of water used. To view this year’s charges, please click on Household water and wastewater charges. It is the Scottish Government which requires Scottish Water to charge on this basis and therefore charges are more related to Scottish Government social policy than they are reflective of actual usage.
What can I do if I have difficulty paying my water and wastewater charges?
If you are a metered household, contact Scottish Water as soon as possible on 0845 601 8855
If you are a non-metered household, contact your local authority
If you are a business, contact your supplier who invoices you.
There are also a number of organisations that can help if you have debt problems. Please see the links on our website for more information.
Can I be disconnected for not paying my invoice?
If you’re a business customer and don’t pay your invoice, your supplier may temporarily disconnect your supply. However, don’t worry as they will reconnect you once you have paid your invoice. If you are having problems paying your invoice, contact your supplier to discuss payment options.
If you are a metered household customer, Scottish Water may temporarily disconnect your supply. Please contact Scottish Water as soon as possiblem if you are having problems paying your invoice. They can be contacted on 0845 601 8855.
What is the Mogden formula?
Waste Water from industrial processes is called Trade Effluent, and may be charged at Trade Effluent rates rather than waste water rates. This is payable in respect of the control, reception, treatment and disposal of trade effluent from properties received into a public sewer, under a statutory consent or agreement with us. If trade effluent charges apply to you, they are calculated using formulae known as ‘the Mogden formulae’. The charges cover the costs of providing and operating Scottish Water’s waste water collection and treatment systems and are based on the nature, composition and volume of the trade effluent discharged from your premises. They pay for sewers, treatment works, treatment processes and sludge treatment and disposal. The charges comprise of four components or factors: Reception costs, Volumetric costs, Biological costs and Sludge costs, for more information visit Business Stream’s website or contact them on 0845 602 8855.
Where can I find information on flooding?
The Scottish Environment Protection Agency (SEPA) operates a Floodline service which issues flood watches and warnings to help make people aware of the risks of flooding. In addition to this, flood warnings are also broadcast on national TV and radio. For particular information regarding your area during stormy conditions, please call the Floodline on 0845 988 1188.
Who monitors water quality in Scotland?
The Drinking Water Quality Regulator monitor drinking water quality in Scotland. Their contact details can be viewed on their website.
Where can I find out information on private water supplies?
The Scottish Government website holds information relating to private water supplies. Click on the link to the Scottish Government’s website to view.