Water services: investing in and paying from 2027 - Analysis of Consultation Responses

Executive Summary

A public consultation on investing in and paying for water services from 2027 was open from 6 January to 30 March 2026. The consultation received 58 responses from 21 individuals and 37 organisations.

Consultation on Ministerial Objectives

Seven in ten (69%) of those answering agreed that the Ministerial Objectives identify the type of investment activity Scottish Water should undertake in 2027 to 2033. A further 17% were neutral, and 15% disagreed. The most prevalent themes in open comments were support for investment in infrastructure, followed by support for the draft Ministerial Objectives. Other themes included calls for improved accountability and monitoring, and strengthening climate resilience, while balancing the affordability of charges.

Respondents expressed a range of views on what they valued most about the water and wastewater services provided by Scottish Water. Most frequently, respondents highlighted the importance of safe, reliable and accessible provision of water and wastewater services, environmental protection, and the value of public ownership of water and wastewater services. Conversely, when asked about concerns, the most commonly mentioned issues were the overlapping themes of affordability, ageing infrastructure and climate change. These were followed by comments about Scottish Water’s communication and compliance with regulation, and issues with wastewater and pollution.

Consultation on the Principles of Charging

Two fifths (42%) of those answering agreed that the charging approach in the draft Principles of Charging remains appropriate for the next regulatory period of 2027 to 2033. A further 35% were neutral, and 24% disagreed. The most prevalent themes in open comments were support for the proposed charging approach, concerns about the continued use of Council Tax bands to determine charges, and the affordability of charges.

When asked whether continuing to provide households with support for charges at the current level over the next regulatory period, 2027-2033, will minimise the charge increases for all households, just over half (53%) selected ‘neither’, compared to 40% that agreed and 7% that disagreed. In open comments, respondents expressed agreement with the proposed charging approach, suggested improvements, and highlighted the need for greater support for those facing financial hardship.

There was no consensus on whether the current eligibility criteria for the charity exemption scheme remain appropriate. Among those answering, 37% agreed, 27% were neutral, and 37% disagreed. Respondents’ open comments noted support for the charity exemption scheme, disagreement with the eligibility criteria and administration of the scheme, and the importance of the scheme for supporting the financial sustainability of charities.

There was broad agreement that a fundamental review of charging policy is needed to ensure it meets emerging policy needs and to inform the approach for the next regulatory period starting in 2033. Among those answering, four fifths (80%) agreed, 9% were neutral, and 11% disagreed. Several respondents used their open comment call for this review to take place to ensure fairness and affordability for customers.