Scottish Water Focused On Continuing To Deliver For Customers


Scottish Water will have a relentless focus on delivering further improvements for customers in the years ahead, its Chief Executive said today.

Douglas Millican was commenting as Scottish Water’s 2014/15 Annual Report was published, showing:

• £470 million of investment in Scotland’s vital infrastructure was delivered during 2014/15, with a total of £2.4 billion across the 2010-15 investment programme. This included the building of new treatment works and the upgrading of thousands of miles of pipes

• Customers continue to benefit from an average household charge which is £39 lower per year than the average household charge in England and Wales, with record levels of customer satisfaction

• Scottish Water again achieved its best ever environmental performance, as well as work to build a sustainable future – with seven successive years of reducing its carbon footprint

• Continued support for Scotland’s communities and economies, with more apprentices and graduates recruited as part of a commitment to developing young people

Douglas Millican, Chief Executive, said:

“Scottish Water is putting a relentless focus on delivering further improvements for our customers in the years ahead, building on the progress identified in our Annual Report.

“As part of our new six-year investment programme, we have plans in place to deliver increasingly reliable and ever-higher quality of service to our customers.

“Our Annual Report shows we had another excellent year in 2014/15, achieving record levels of customer service and satisfaction.

“Our customers continue to benefit from household charges which are lower than the average in England and Wales. Since 2009, our charges have reduced by 10 per cent relative to the rate of inflation.
“We are committed to charges which increase below inflation over the course of the next six years.

“Meanwhile, our investment programme is helping to maintain the high quality of services received by our customers, as well as protecting and enhancing the environment and supporting vital jobs in the Scottish economy.”

Scotland’s Deputy First Minister, John Swinney, said:

“Scottish Water’s Annual Report and Accounts for 2014-15 show another strong performance. It is continuing to build on the excellent progress that has been made in recent years.

“These positive results clearly illustrate the ability of the public sector to deliver excellence and to support wider economic growth.

“At an average household charge that is £39 lower than in England and Wales, Scottish Water provides one of the best value for money water and sewerage services in the UK.

“This performance reflects the commitment of Scottish Water’s management and staff to the successful delivery of these essential services to communities across Scotland.”

The Annual Report can be viewed at: https://www.scottishwater.co.uk/about-us/publications/ar201415

Background note

Results from the Institute of Customer Service in January 2015 show that satisfaction with Scottish Water had increased by three points to its highest ever level.

Results from the UK Customer Satisfaction Index in January 2015 showed that Scottish Water had become the UK’s most trusted utility.

A survey of more than 40,000 customers showed that, in 2014/15, customer satisfaction had reached a new high of 92.1%.

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