It is essential that Scottish customers receive value for money from their water services provider. Our monitoring and reporting focuses on three key areas:
We use a number of tools – including the contract that is agreed at each price review – to challenge Scottish Water to improve in each of these areas. We then monitor its performance to make sure that it responds positively to these challenges, and report each year on our findings.
The regulatory framework in Scotland is bringing clear benefits for customers.
By 2009-10, average household bills are likely to be the third lowest in the UK. Scottish Water is becoming more efficient – saving over £8 million a week in 2005-06 – and customer service is improving too.