Customers must be confident that the service they receive meets their needs and expectations on quality and value for money. We monitor and report on Scottish Water’s customer service performance in providing service to customers and set targets for improvement.
Customers in Scotland are protected by Guaranteed Minimum Standards. These are minimum standards that Scottish Water must meet, and which customers have a right to expect.
Scottish Water is also required to adhere to a Code of Practice on customer standards. This covers customer service, complaints handling and compensation for service failures.