The sector vision
To address the challenges facing the sector and make the most of opportunities for excellence and shared learning, stakeholders have developed and now own a common industry vision.
This is that the Scottish water sector will be “admired for excellence, secure a sustainable future and inspire a Hydro Nation”. This followed the call from the Cabinet Secretary for Environment, Climate Change and Land Reform for the industry to create a common understanding of what the sector should seek to achieve over the next three decades.
The vision was developed through a collaborative process involving a group that encompassed WICS, Scottish Water, Citizens Advice Scotland, the Customer Forum, the Scottish Environment Protection Agency and the Drinking Water Quality Regulator.
We engage closely with our stakeholders during our Strategic Review of Charges and in our day-to-day operations.
Who we work with
Sets the policy for the water industry in Scotland. Importantly, this includes the investment objectives for the industry and charging arrangements for Scottish Water.
Operates Scotland’s publicly owned network of pipes, mains, and treatment works. It also acts as the wholesaler in the retail market, selling water and sewerage services to retailers.
An advocacy body for consumers with a range of statutory powers and duties on water, energy and postal services. WICS regularly engages with CAS to ensure that consumer issues are reflected in our work, particularly as part of the Strategic Review of Charges.
WICS works with customer representatives and relevant consumer bodies to make sure that customer views are at the heart of the decisions we and Scottish Water make.
Works closely with Scottish Water to determine the investment required for environmental improvements to the water and wastewater system. SEPA monitors Scottish Water’s environmental compliance.
The water quality regulator for the industry. It works closely with Scottish Water to determine the investment required to improve and maintain high standards of drinking water quality. It monitors Scottish Water’s compliance with drinking water quality regulations.
Purchase wholesale water and sewerage services from Scottish Water then sell these services – along with their own services – to business and other non-household customers. WICS grants licences to retailers to operate in the market and manages the market framework.
Handles complaints from customers that cannot be resolved on the service provided by Scottish Water and retailers. It publishes information on the type of water sector complaints being raised by customers.