Office Closure

Important Notice - Coronavirus update

Due to the developing situation with Coronavirus (Covid-19), we have asked our staff to work from home for the foreseeable future. Staff are fully equipped to work remotely and can be contacted by email, mobile and via our switchboard number 01786 430200.
We will continue to monitor the situation carefully and provide regular updates.

Measures to support business customers

Measures to support business customers through the COVID-19 pandemic have been announced by the Scottish Government.

From 1 April 2020, Scottish Water will relax prepayment arrangements for wholesale water charges on Licensed Providers who provide retail water services to Scotland’s businesses. Scottish Water will also suspend any late payment interest charged on Licensed Providers whilst continuing to pay interest on any prepaid balance.

As a further support measure, while the relaxation of wholesale prepayments remains in force, we have asked Licensed Providers to take no prepayments from customers.

Licensed Providers holding less than 35% of market share are permitted opt out of provider of last resort (POLR) arrangements by 10 April 2020.

After a period of consultation, we have now announced two water charge relief schemes to further support non-household customers impacted by the pandemic. The detail of our decision can be found here.   

The Prepayment Refund Scheme allows customers to receive a refund of prepayments made to their Licensed Provider.

The Wholesale Charge Deferral Scheme will allow all metered customers, impacted by the pandemic and who are now using less water, to benefit from a deferral in their volumetric charges. The scheme will also allow all unmetered customers and customers charged on a 25mm or smaller meter size to receive, in addition, a deferral of 60% of their fixed wholesale charges.

Non-household customers can benefit from these measures back-dated to 24 March 2020. The schemes will be in place initially for six months until 24 September 2020. It may be extended until the end of 2020. Deferred charges will not incur any interest charges. There will be no cost to opt into the scheme and repayment will be completed gradually over twelve months after the scheme ends.

Licensed Providers can apply on behalf of their customers for the deferral of charges to Scottish Water from 14 May 2020.

Scottish Water will continue to relax the two-month wholesale prepayments due by Licensed Providers for the duration of the scheme.

We believe that these measures provide Licensed Providers with the flexibility required to support business customers through the current crisis.

We expect all Licensed Providers proactively to support their customers and we are continuing to monitor the effectiveness of these measures.

Full details of the measures in place to support business customers can be found at the links below:

1. Letter from Cabinet Secretary to Licensed Providers setting out support measures
2. Letter from the Commission to Licensed Providers setting out the detail of support measures
3. Letter from the Commission to Licensed Providers requesting information on the support they are providing to business customers