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:


The regulatory framework in Scotland is bringing clear benefits for customers. In 2014-15, average household bills will continue to be more than £50 lower than they are in England and Wales. 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.

Working closely with customer representatives and water industry stakeholders, we have put in place a number of changes to ensure that our 2015-21 price review enables the Scottish water industry 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.

In March 2014, we published our draft determination for 2015-21. The proposals contained in it would mean that the increase in household customers’ bills will be limited to 1.8% less than the consumer price index (CPI) over the six-year regulatory control period.