Our Work

We promote the interests of water and sewerage customers in Scotland by making sure that householders and businesses receive a high-quality service and value for money. We do this by:
Setting prices
Monitoring Scottish Water’s performance
Facilitating competition in the water industry

The regulatory framework in Scotland is bringing clear benefits for customers. Scottish Water is much more cost efficient and delivers higher levels of customer service than in the past. At the same time, there are record levels of investment to improve drinking water quality and environmental performance.

When we determined prices for the period 2015-21 we set out that customers’ bills would increase below the rate of inflation throughout the six-year period. At the same time, the review allowed for an extensive programme of investment of more than £3.5 billion.

Working closely with customer representatives and water industry stakeholders, we put in place a number of changes to ensure that the Scottish water industry is able to face the challenges of the future.

A key outcome of this process was the creation of the Customer Forum. The Forum was established to empower customers in areas of price setting at the next price review. This is a dynamic, two-way process between customers and Scottish Water.

We are looking ahead now to the next price review, which covers the period 2021-27. Building on the success of the 2015-21 review, our approach places a clear obligation on Scottish Water to take ownership of delivering the very best for customers and for Scotland.