DELIVERING FOR CUSTOMERS: SCOTTISH WATER PUBLISHES 2013/14 ANNUAL REPORT

Drinking water in Scotland has reached a new high, with 99.91 per cent of all samples in 2013 meeting strict quality standards.

Other key highlights in Scottish Water’s 2013/14 Annual Report, published on 30th of June , include:

• A record improvement in customer service performance
• Scottish Water’s best ever environmental performance, supporting Scotland’s full bathing water compliance
• Average household charges being £54 lower than the average bill in England and Wales
• Working with customers and stakeholders to agree prices and priorities until 2021 – with prices to rise by less than inflation across the 2015-21 period.

Scottish Water delivered £475 million of regulatory capital investment in 2013/14 – including the upgrading of treatment works and hundreds of miles of pipes – helping to improve services for customers and supporting jobs in the Scottish economy, while 11 new modern apprentices and 10 graduates were taken on.

Douglas Millican, Chief Executive of Scottish Water, said:

“Customers continue to be at the heart of Scottish Water, and I’m delighted that in the last year we’ve seen a record improvement in customer satisfaction. Customers are benefiting from an even higher quality of drinking water, and this year average household customer charges continue to be £54 below the average charge in England and Wales.

“We have been working hard to protect and enhance Scotland’s natural environment – achieving our best ever performance in 2013/14, which supported full bathing water compliance.

“Communities the length and breadth of Scotland are benefiting from our investment programme – which is the equivalent of £195 for every household. In Ayrshire, we finished a £51m scheme to help improve water quality in local rivers and bathing waters, while communities such as Fetlar in Shetland and Lochcarron in the Highlands are now benefiting from new multi-million pound water treatment works. Ahead of the Commonwealth Games, we’ve been working on a number of projects to help improve water and waste water infrastructure and boost regeneration in areas of Glasgow.

“Our Vision is to be Scotland’s most valued and trusted business. A key part of achieving this is listening to our customers to shape service direction. In the last year we have been working with customers and stakeholders to agree our priorities until 2021, and as part of this process I am pleased to confirm that across the 2015-21 regulatory period our charges will increase by less than the rate of inflation.

“At the same time we will continue to build on service improvements made in recent years, ensuring we deliver a consistently high standard of service to all customers.”

Deputy First Minister Nicola Sturgeon said:

“Scottish Water’s Annual Report and Accounts for 2013-14 show another strong performance, building on the excellent progress that it has made in recent years.

“They clearly illustrate the ability of the public sector to deliver excellence and to support economic growth.

“At an average household charge that is £54 lower than in England and Wales, Scottish Water is providing one of the best value for money water and sewerage services.

“I am delighted with this performance. It reflects the commitment of Scottish Water’s management and staff to the delivery of these essential services to communities across Scotland.”

To read the Annual Report see: https://www.scottishwater.co.uk/about-us/publications/key-publications/scottish-water-annual-report-2013-14