Improving water services

We have made significant improvements to our water and sewerage services since Scottish Water's creation in 2002, and we will continue to make further improvements to ensure standards remain high.

Previous service improvement

The Output Monitoring Group (OMG) has produced a report on improvements delivered during the previous regulatory period from 2010 to 2015.

Reports for prior regulatory periods can be found in the archive.

Current improvement plan: Quality and Standards 4

The current improvement plan, called Quality and Standards 4, covers 12 years and two regulatory periods from 2015 to 2027.

Improvement plans cover more than one regulatory period because the longer timespan enables Scottish Water to plan investment more effectively and efficiently.

Drawing on experience gained during the previous Quality and Standards 3 programme, it was agreed that:

  • to improve efficiency and effectiveness of delivery, the length of the regulatory period should be extended to cover six years rather than five
  • new objectives should be added to reflect the requirements of the Climate Change and Flood Management Acts, and to consider how best to provide services to rural communities
  • the objectives should reflect the current measures and practices used by the industry - for example, Overall Performance Assessment
  • a new measure, the Customer Experience Measure, should be developed to allow Scottish Water to measure the impact it has on customers

The planned improvements are set out in Scottish Water: ministerial directions 2014 and cover:

  • drinking water quality
  • the environment
  • customer service
  • enabling new connections
  • mitigating and adapting to climate change

Ministerial directions for each regulatory period are underpinned by a list of locations where the improvements are required, known as the Water industry improvements: Technical Expression 2015-2021.

Amendments to the programme

From time to time, the ministerial directions will be amended to reflect the emergence of new information. This new information emerges from many ongoing studies or is the consequence of new or amended legislation.

Amended directions will be shown below: