Public water and sewerage services
Most homes in Scotland are provided with water and sewerage services by Scottish Water. Details of charges can be found on the Scottish Water website.
The cost of water, sewerage and drainage is included in your council tax bill and collected by your local council. Any council tax discount that you receive, also applies to water and sewerage.
Water charges across Scotland are set by the Water Industry Commission for Scotland.
Complaining about services
If you're not happy with the water and sewerage services in your home you should first go through Scottish Water's formal complaints procedure.
You can check if there are any emergency or essential works taking place in your area that may affect your water supply or sewerage service.
You can call its customer helpline for free on 0800 077 8778, or email Scottish Water at firstname.lastname@example.org.
If you'd rather write to them, their address is:
PO Box 8855
If you're not happy with Scottish Water's response
Complaints about water quality
You can ask the Drinking Water Quality Regulator for Scotland (DWQR) to investigate your complaint if it's about water quality - for example, taste or smell.
You must go through the Scottish Water complaints procedure before contacting DWQR.
All other complaints
If your complaint is not about water quality and you've already been through the Scottish Water complaints procedure, you should contact the Scottish Public Services Ombudsman (SPSO).
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