Scottish Water Customers: How to Prepare for a Supply Interruption
Scotland has its own water regulator, its own drinking water quality body, and its own compensation scheme — genuinely different from the Ofwat/DWI rules that apply in England and Wales. Here's what actually applies to you if you're a Scottish Water customer.
If your Scottish Water supply is cut off
According to Scottish Water's own guidance:
- Check their website and social media channels for known issues in your area first.
- If there's no known fault listed, contact their Customer Helpline, free on 0800 0778778.
- If you have additional needs — a medical condition requiring a constant water supply, young children, or a disability — ask about their confidential Priority Services Register, which is free to join.
- Scottish Water states it will provide alternative water supplies if it's unable to restore your normal supply within a reasonable time, though it doesn't publish a specific litres-per-person figure the way England and Wales' regulation does.
Know your number before you need it
Our free calculator works out exactly how much water your household should have on hand, based on who's in it and how many days you want to cover.
Use the emergency water calculator →Compensation — check Scottish Water's own current figures
Scottish Water has its own Code of Practice and service standards, entirely separate from the Ofwat-administered Guaranteed Standards Scheme used in England and Wales. We haven't been able to confirm a single standing compensation figure that applies consistently — Scottish Water's own communications reference "service standards payments" with conditions that can vary, and in at least one documented incident the company offered a specific goodwill payment scaled to the length of the interruption. Rather than quote a number that might not reflect current policy, check Scottish Water's own Code of Practice page for the figures that currently apply.
If you receive a boil water notice
Follow Scottish Water's specific instructions for your incident. The general principle — bringing water to a rolling boil, then letting it cool before use — is standard practice, but always defer to what Scottish Water and the DWQR actually tell you for your specific situation, since it's a different regulator to the one that issues England and Wales guidance.
Frequently asked questions
Does Ofwat regulate Scottish Water?
No. Scottish Water is regulated separately from England and Wales. The Water Industry Commission for Scotland (WICS) regulates prices and performance, and the Drinking Water Quality Regulator for Scotland (DWQR) regulates water quality — these are different bodies from Ofwat and the Drinking Water Inspectorate, which cover England and Wales only.
What should I do if my Scottish Water supply is cut off?
Check Scottish Water's website or social media for known issues in your area. If there's no known fault listed, report it to their Customer Helpline. If you have additional needs, ask about their Priority Services Register. Scottish Water says it will provide alternative water supplies if it can't restore your normal supply within a reasonable time.
Can I claim compensation from Scottish Water for a supply interruption?
Possibly, under Scottish Water's own Code of Practice and service standards, which are separate from the Ofwat-administered Guaranteed Standards Scheme used in England and Wales. Scottish Water's own published guidance directs customers to check their current service standards for the exact conditions and payment amounts, since these differ from the England and Wales figures.
- Scottish Water — Unplanned interruption to your water supply (factsheet)
- Water Industry Commission for Scotland — confirms WICS as Scotland's economic regulator, separate from Ofwat.
- Scottish Water — Our Promises / Code of Practice — for current compensation figures.