Scottish Water Reviews 

I had to contact Scottish water as I had a blockage in the external pipes I share with my neighbour and it was backing into my shower/ sink/ toilet. It took more than 24 hrs before they were able to come out, however the 3 girls I spoke to on the phone during theis time were extremely helpful, so polite and happy to help. I just wanted to highlight the good work these girls do and we'll mannered they were.

Phoned on Saturday pm spoke to a gentleman given case number told when to expect a visit. Polite well mannered excellent customer service. More companies should take a leaf out their book answer a phone call in a proper manner. Great service Scottish water

I received a letter delivered by hand yesterday (19th Nov), telling me that Scottish Water is shutting my water off all day on 21st, in conjunctions with SSE, who were shutting off the electric all day. The letter was dated 15/11/24.

I phoned and spoke to Kirsty to find out why I was being given less than 48 hours notice that my water was to be shut off. It says on their website that they will give you at least 48 hours notice, and the letter was dated 4 days prior to it being delivered. She gave me a complaint number and said she would look into it.

This morning I received a garbled illegible voicemail from someone (no idea who he was), but did manage to catch '24 hours notice'. So even though it says at least 48 hours notice on their website, I'm guessing they are now saying it's 24 hours notice.

I phoned and spoke to Karen to ask about this message. She said that they were only required to give us 24 hours notice, even though I am on the priority services register. I don't see that mentioned anywhere on their website.

I explained that I had severe arthritis and fibromyalgia and was struggling to walk at the moment due to pain. So the prospect of spending my birthday in a house with no heating nor water when the temperature is -9, we have 4 inches of snow and my phones won't work due to the wifi being off, is quite frightening. She suggested that I 'go out and party for the day, as it's my birthday', and started laughing. I said that as I was currently struggling to walk, I didn't find that in the least bit funny.

I later got a call back from Kirsty and I asked her to put her reply in writing to me and escalate it as a complaint. I was struggling to understand where the '24 hours notice' had come from, when it states at least 48 hours notice on their website. She said she would do that for me. I have to say that I found Kirsty to be incredibly helpful and professional, in what I feel is a difficult situation for them. But if you print a letter on 15th Nov and don't give it out til 19th Nov, the company only have themselves to blame.My cynical side says they may have printed the letter on 19th and dated it the 15th, but only they know if that is what happened here.

Long story cut short. SW repairing burst main that was flooding my garage and garden. Finally came out at 11pm, reported approx 5pm. Guy with digger on trailer came into our circle wrong way. Trailer hit my
car when exiting driving on the right, at 4am. Basically SW are saying it was their contractor, contractor inferred I did damage over £1k myself and was trying to falsely claim them. I had sold my car and it was being traded in day after incident. Both SW and their contractor have taken no responsibility. Also flood damage to my garage, minor but case closed...Disgusted on many levels.

A terrible experience with Scottish Water, who were awful.

A property, in a neighbouring street, was experiencing issues with a blocked drain. It turned out the waste pipe runs below my property. I only found this out when I discovered a couple of contractors wandering around my garden.

From start to finish Scottish Water's communication was non-existent. I had three occasions where they came into my property without permission. The first was to locate the drain, the second was to spray paint the drain location, and the third was where they turned up with a digger to rip up my garden. On the final occasion they only knocked on the door because they couldn't get the digger past my car. Once the job was complete, they installed a drain in the middle of my lawn and left a large pile of debris in my garden.

Scottish Water were contacted at least seven times to request an update on when the debris would be cleared up. Each time I was fobbed off. In total it took Scottish Water over seven weeks to clear up their mess. At this point I'd cleared most of it up myself.

It was disgusting that the company lets it workers wander onto peoples property without requesting permission first. It was just lucky that my young children weren't playing in the garden at the time.

The 24 hour phone line team cant do enough to help. Spoke to Moira on more than 1 occasion, Cammy, Simone and Ashley along with a few others over an 3 day period all very polite and do their very best to help despite the issue being outwith their control.

Blocked drain cleared 1 hour and 45 minutes later, well done to the three young men that were very pleasant and helpful in Fort William. Excellent service.

Thanks to the guys who came and fixed burst supply pipe at Balornock, fast, efficient and tidy. Sorry I didn't get your names.

Your engineer Mick Drumm who attended my property today is an asset to your company. He has been so helpful, given me answers nobody else could and really took the time to assist me today!I hope this feedback can be passed on to his superiors. He made me feel so comfortable and answered every question I had. Thank you Mick, I feel like I eventually have answers to some things that have been stressing me out for such a long time.

Eve x

Again the main road in Ladybank to be closed by Scottish water, on Sunday so yet again more noise etc honestly never seen such a place and Cupar etc for roadworks of any kind. There’s. Sheltered housing here, unfortunately some of us look out onto the main road. I’m just dreading it! A couple of years ago it was like a war zone. Always something. I was told they were doing things properly this time! Terrible place to live now.

Standard of service is very poor. The water has been off 17 hours scottish water do not care

I've had Scottish water out twice in three weeks to fix a leak in the property behind me they can't turn the property supply off it turns ours off also so they leave the supply on but don't fix the leak saying you need your own supply I ll write a report some one will get in touch with you so iphoned again today and asked if they had the report they say no but they will send a engineer out hes just been guess what he didnt fix the leak hes gonna write me a report suggesting i have my own water supply talking about going round in circles meanwhile we have got poor water supply and the property behind mine is still flooding my garden and the road

Scottish water put the price up every year and there is nothing we can do about it,isn't it about time that this company was privatised so that we the public who actually own it can choose who we receive our service from and give Scottish water some competition,and why are they paying hundreds of thousands of pounds to advertise on tv when there is no need as they have the monopoly come on the powers that be get a grip of this company

Thank you to Scottish Water engineers, for restoring water pressure back to normal, in our block of flats, following a leakage in the Falkirk FK2 area over the past week.
Special thanks to the staff taking the calls, in particular Baz (15/2/24), Ashley (16/2/24) and Erol (18/2/24), for their patience and understanding regarding our concerns and for their clear explanations of the problem together with sound advice.

From initial contact Sottish Water were excellent,the problem regarding outside Toby was fixed quickly and efficiently.I woulld just like to pass on my many thanks for a job well done.

From initial contact regarding outside Toby problem, they were excellent, resolved issue very quickly.I would just like to pass my many thanks to all concerned .

Can’t express how awful this company is , and Caledonian is water also,switching water off in communities for up to 8 hours a day to do what they call essential works, my house is leaking , my boiler has broken and in December I have no hot water or heating, my plumber has said it’s due too the long periods of time water supply switched off, they send on site plumbers into your home to lie to your face that’s it’s not there fault, when they know you own plumber is going to tell you the truth, the call centre staff think they are gas safe engineers, absolute joke, I’ve had my property damaged and the list goes on , If you see them coming run !!!!

If you ever have an issue with your water, you better pray, hope, beg and plead that you don't have to use this provider to fix your problem. The saddest, slowest, most pathetic excuse for a service I've ever experienced, and I'm a Three customer, so that's saying something. The rudest, nastiest man on Earth laid into my partner for no other reason than that he just wanted a chance to exercise how cold and dead his emotionless heart was feeling in that moment, I suppose. Took forever to absolutely permanently wreck our street and ruin our water pressure, with a complete lack of transparency and communication along the way.

If you work for this company, you are most likely of the devil, and I would suggest maybe a simple exorcism or two to fix your rotten soul. Just an observation.

Great customer service (courtesy of the councils’ alliance network). Expert advice from staff, she (the Households’ staff i.e. reports’ taker) addressed the service request with precision support. Kept to servicing time frame as she’d advised; and the call-out engineer made a cinch of the situation with their van equipment, which was an outdoor drain maintenance requirement. Total professionalism from start to finish. A credit to Scotland and the wider places who may utilise their [civic] services.

Our water went off and was 4reported at 2pm. I called after 4pm and was told there was a team already despatched to deal
With it. Called again at 7pm for update and was told nobody was dealing with it yet!! Unbelievable. 5 hours without water supply, getting dark and nobody even started to investigate. There are quite a few houses affected. I am classed as vulnerable. There are people with children and farm animals around us. Staff couldn’t care less.