Press Releases 2009

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Scottish Water performance levels improve

07 October 2009

Overall performance exceeds annual target by 13 per cent

Scottish Water customers are enjoying a better service from their water supplier according to the latest annual customer service report, released today from its regulator, the Water Industry Commission for Scotland (WICS). In 2008-09, Scottish Water’s overall performance level exceeded WICS’ annual target by 13 per cent.

The improvement narrows the gap in overall performance compared with companies in England and Wales. It also indicates that Scottish Water has already outperformed the 37 per cent improvement target by 2010, outlined in WICS’ 2006-10 price review.

For customers this improvement meant:
•    fewer experienced problems of inadequate pressure
•    a reduction in the amount of water lost through leakage
•    fewer experienced flooding from their property’s sewer
•    written complaints were dealt with more quickly
•    making contact with Scottish Water by telephone was easier.

Despite these positive improvements in service for customers, there is no room for complacency. Particular areas for improvement include: the quality of water that Scottish Water puts back into rivers; providing adequate water pressure; and building on the recent progress that has been made to reduce leakage.

Alan Sutherland, WICS’ chief executive said: “Scottish Water’s performance indicates that the clear incentive framework that is now in place to regulate the water industry is improving customer services. We are particularly pleased with the progress that Scottish Water made this year in tackling leakage. Such action is not only economically justifiable but will also help Scottish Water manage its environmental impact."

To download a copy of the report, please visit

For more press information please contact:
-    Claire Methven or Emma Ap-Thomas, 3 Monkeys Communications, 020 7009 3100
[email protected]
-    Katherine Russell, WICS’ Director of Corporate Affairs, 01786 430 200

Notes to editors:
1.The Water Industry Commission for Scotland is the economic regulator of the Scottish water industry. It has a statutory duty to determine price limits for Scottish Water based on the lowest overall reasonable cost of achieving ministerial objectives for the water industry. In June 2009, the Commission published draft price limits for water and sewerage services for the regulatory control period 2010-14/15.  To find out more visit the ‘Future prices’ section of our website

2.WICS uses an ‘overall performance assessment’ framework to monitor the level of service that Scottish Water provides to its customers. The OPA was originally developed by the regulator in England and Wales, Ofwat, to monitor the performance of the water and sewerage companies south of the border. It combines individual service measures that customers consider to be most important, such as how quickly supply is restored after an interruption and how quickly complaints are handled.

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