Scottish Water Reviews 83

Scottish Water attended to our concern at Townhead Auchterarder, PH3 1AH very quickly. Great job to the worker who came this noon time. He deserves 10 stars.

Although SW were slow to start I'm more than happy to give the five stars to Tracy in customer services who got into top gear and pushed my case resulting in a clean out of the main sewage pipe in the street. Excellent work Tracy, my thanks to you and your colleagues.

Very poor communication, diversion put in place for road closure but actually goes full circle, a diversion to the point you start at . Previous problems with Scottish water last year and our business lost around £9k , utility companies dont pay compensation, so again we are losing money. Is it too simple for the company that puts the signage out actually sees if their diversion works. Phoned roads department once and Scottish water twice and no one has been in touch.

It is just terrible.
No communication, poor standards, a typical gov. ran organisation. They don't care about customers or customer concerns

On 2nd October 2024 Scottish water were attending a burst water main one mile from my property.
They entered the one field that I own and use for my horse grazing.There was a puddle in my field which there always is when raining however always drains away within two or three days.
The employee carried out a check on the water and the sample turned pink and I was told that was a sign of mains water leak.
As a result they attended at my property on 28th October and dug a hole approximately 5x5m where they found the 33"main and no leak....all staff at site agreed there was no leak however when they called the supervisor Scott.....won't name surname...(but they make good soup.).. I heard him state to staff "just dig up his park till you find it"
Clearly annoyed at comments I spoke to male and was agreed to dig another 2x2m albeit everyone on site stated no leak......surprise surprise no Leak..... Scottish water then attempted to fill the hole ignoring broken drains and pump water into my field.I watched as they tried to put solid plastic house drain pipes in my field.
I contacted the boss Scott and voiced my concerns and opinion of him at which point he then directed all personnel off site.
I have now been left with a swamp as drains not fixed and water not out field..... Scottish water have attended and taken samples and said rain water and I must have an issue with my drains.....I didn't have but clearly do now.
Whilst digging in field they put up herris is fencing so my horses could still use field however they put up wrong way with bolts facing outward and horses could easily be injured..4months later no sign of repair...no sign of claim for time....and I see on the news they want a wage rise.....you should take there vans off them and give them horses as they are cowboys and clueless ...After all this damage there was no leak and now state mess in field is my fault

What went wrong was due to Scottish Water coming onto my property to install a stoptap when I was away. There was no urgency to do this. They needlessly destroyed a slow-growing shrub I planted 20 years ago, and stomped all over my border. It looked like vandals had been in. They were breaking and entering, and if I had been there, none of that would have happened. I complained and the next day I heard a sound, went outside and lo and behold, a worker from Scottish Water was there, again working without my knowledge on my property. In no way have I given permission for them to be there. Why do they think this is ok?

Reported to SW. that the water pressure in my cottage was very low. Within a few days a technician arrived to determine where the burst was. After locating the burst in the field next to the cottage the technician told it me would be Saturday 15th. when the repair would take place. However at 5:00pm. although dark and extremely cold the repair team (Colin Sanchez and Connor Kerr) arrived with digger, equipment and flashing orange hazard lights. They notified me the water would be off for 10 mins. and at 6:50pm. they sent a text message to say the repair had been done.
What a good service and an even better repair team.

Drains across their whole network either burst or overflow with human waste

A property in Glasgow has been flooded with human feaces for over a week now. Scottish water attended 4 times and haven't done a thing about either fixing the drain or clearing up the human waste that flooded a next door property.

Customer service over the phone is a pick out of the hat whether you'll get somebody competent or not. The contractors can't be bothered to do their job.

Very helpful technician. Just before I left for the shops, my water was still off. I noticed the van on the way and thought to ask him about the supply as I came back. Upon approaching the van, the technician was extremely helpful and even followed me up Step Row to check the water out.

Luckily the water had already came back on and felt as though I had wasted his time so here’s a 5 star review for the willingness and effort to help! Thanks again

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