Coronavirus Information

Coronavirus : How Scottish Water is serving our customers during the pandemic  

Scottish Water’s priority is the provision of water and waste water services which are essential to the everyday lives of more than 5 million people and businesses. 
 
We work around the clock to keep customers supplied with water and treat the country's waste water while maintaining the health of our employees and our customers. 

Planned works 

We are continuing planned works for our capital investment programme and on our ongoing everyday operations whilst ensuring all Scottish Government Covid-19 guidance for the construction industry and the public is followed.
 
We have implemented measures where required to ensure safe working and allow for safe distancing by our workforce, while ensuring the safety of the people in the communities where we work. We recognise that local authority areas are in different tiered restrictions and we will ensure all safety measures are taken in line with local circumstances.

The following strict measures are in place:  

• Safe working environment, including safe working signage and welfare arrangements 
• Social distancing to protect employees and the public
• Compliance with current safe operating procedures for the construction sector in Scotland 

Measures 

Under the current local authority Tier system, put in place by the Scottish Government, we would like to advise of the following:  

• All main Scottish Water office buildings are closed to employees (with the exception of essential operational workers)
• Public reception desks remain closed
• For those Scottish Water employees  normally based in an office, they will continue to work from home for the time being
• A package of support measures is in place for Licensed Providers who supply business customers who may be experiencing pressures caused by Covid19 (Coronavirus) - read more here
• Public Top Up Taps are in operation as normal with enhanced monitoring and hygiene measures - read more here
• Arrangements are in place to receive post, but we would encourage customers and organisations to contact us at help@scottishwater.co.uk or call our Customer Helpline 0800 0778 778

Our frontline employees and key supply chain partners are working to fix bursts and sewers, and clear chokes, ensuring customers receive a consistently high level of service while following safe working guidelines. 

Advice 

Customers are urged to follow 3 Ps guidance - flush only pee, poo, or toilet paper down toilets and bin non-flushable items responsibly, to help reduce the risk of blocked drains and sewers. Click here for more information on how you can help Keep the Cycle Running Smoothly.
 
If you need an appointment or a visit to your property as part of our normal business activities we will ask a few questions to make sure a face-to-face visit is appropriate. If you wish to postpone a visit we will accommodate this wherever possible. Please see our bogus caller advice here. 
 
For advice on recovering drinking water supplies in buildings and networks after prolonged inactivity please see Water UK briefing note here. 
 
We continue to monitor this situation very closely and our primary focus is to ensure our service to you is maintained in a safe and responsible manner. 
 
Check back here regularly for updates to relevant important information and advice for our customers.