Customer and stakeholder views have played an important role in shaping our final decision. Our ambition was to make this review more open, transparent and accessible than ever before, helping more people understand the choices facing Scotland's water industry and share their views. 

We received 51 consultation responses, nearly five times more than at the previous review. More than half of these responses came from individual customers, reflecting a significant increase in public participation and helping ensure a wider range of voices were heard in our decision-making process.

51 consultation responses received - more than four and a half times as many responses as the previous review

More than half from individual customers - increasing fifteen-fold compared with the previous review

Engagement content shared with over 100 stakeholder organisations

More than 20,000 visits to consultation content

More than 200,000 social media impressions

The feedback we received was balanced overall. Customers wanted confidence that any increase in charges would be kept as low as possible, supported by clear evidence and linked to improvements they value. They also wanted reassurance that Scottish Water would be held accountable for delivering on its commitments.

Stakeholder organisations broadly recognised the need for increased investment to maintain and improve Scotland's water and wastewater services. They also supported our proposals for robust oversight to ensure that investment delivers meaningful outcomes for customers and the environment. Some stakeholder organisations considered that further investment would be required and that the Final Determination should allow for this. Others placed greater emphasis on the importance of affordability and value for money.

Scottish Water agreed with aspects of our draft decision, including the need for investment and the opportunity to improve outcomes in some areas. At the same time, it disagreed with other aspects and emphasised that more funding would be needed to deliver the expected outcomes while continuing to provide its core services effectively. This would require higher customer charges than those proposed in the Draft Determination.

The Final Determination responds directly to the key issues raised during consultation. It strengthens protections for customers, reflects new evidence where appropriate and reinforces the principle that customers should only pay for investment and costs that are necessary, efficient and deliverable.

You said (key themes)	How this has shaped our final decision
Affordability and value for money	We maintain our focus on efficiency by continuing to challenge costs where evidence does not support additional funding. At the same time, we recognise that some costs are outside of Scottish Water’s direct control and we have made provision for those. What this means for customers? Customers benefit from lower charges than would otherwise be required, while still supporting investment in essential services. Customers only pay for investment and costs that are certain and evidenced.
Desire for stretching outcomes and improving performance	We welcome Scottish Water's acceptance of additional challenge for 8 outcomes. We have set revised targets for the remaining 8 to ensure these remain challenging. What this means for customers? Scottish Water will deliver improved performance across key outcomes that matter most to customers.
Investment in essential services	We reaffirm our commitment to supporting investment in essential infrastructure to protect services. What this means for customers? More reliable service for customers and avoiding passing higher costs onto future generations.
Robust oversight	We confirm how we will monitor performance and hold Scottish Water to account for delivery during the 2027-33 regulatory period. What this means for customers? Customers can have confidence that Scottish Water will be closely monitored and held accountable by WICS for delivering the improvements and commitments funded through their charges.

A decision that commands customers’ support 

Our Final Determination reflects not only the feedback received through the public consultation, but also the extensive customer engagement undertaken throughout the Strategic Review of Charges. These views have directly shaped both the level of investment we have allowed, and the protections built into our final decision. 

Scottish Water tested its business plan through a collaborative programme of customer research, overseen by WICS and industry stakeholders. We carefully reviewed this evidence to make sure investment plans and performance targets reflect customer priorities.

The research found broad support for Scottish Water’s final business plan, which was generally viewed as balanced and sensible by participant household and business customers. 

Scottish Water therefore demonstrated broad customer support for a package that included an investment programme of £8,093 million and annual charge increases of CPI+3.3%.

As our final decision delivers better outcomes for lower charges, we consider such a package consistent with the basis upon which customers supported the business plan. 

The consultation responses received following publication of our Draft Determination reinforced this position. While respondents recognised the need for significant investment, they consistently emphasised affordability, value for money and accountability. This feedback has helped shape a final decision that balances long-term investment needs with strong protection for customers.

The performance measures we have set focus on what matters most to customers, including strengthening targets for the four priority areas identified in customer research:

1. Drinking water quality
2. Reliable water supply
3. Reducing leakage
4. Internal sewer flooding 

This customer research has also informed our views on introducing further customer protections:

• Conditional charge cap so that charges will only reflect costs that are certain and evidenced
• Stronger monitoring of Scottish Water’s performance and investment programme

We expect Scottish Water to continue learning from customer insights as it plans and prioritises investment over the period. This will ensure the voice of customers and communities is embedded in its decision making.