Background information on the region
Scotland covers an area of 78,000 sq km includes 787 islands which makes it twice the size the Netherlands with a population of just 5.2 million.
Scottish Water – are a public corporation accountable to Scottish Ministers and through them to the Scottish Parliament. Scottish Water provides clean safe drinking water to 2.49 million households and 152,000 business premises across Scotland. Every day it supplies 1.37 billion litres of treated drinking water and takes away nearly one billion litres of wastewater from customers’ properties and treats it carefully before returning it safely to the environment.
With more than 60,000 miles of pipes and 2,000 treatment works, Scottish Water supports communities the length and breadth of Scotland.
The role of water in the region
Scotland is fortunate to have a plentiful supply of freshwater but the country has a rugged and often mountainous landscape with population focussed in large cities like Glasgow and Edinburgh but also and widely distributed in rural areas so our challenges are distribution and maintaining quality of water and service to all customers. Water is fundamental to the Scottish economy with tourism and industry including distilleries reliant on high quality water. To recognise the importance of water Scotland’s began a journey to become a Hydro Nation. The strategic vision was set out in the Hydro Nation Prospectus document published by The Scottish Government in 2012 of Scotland as a country that ‘…recognise(s) water as part of our national & international identity. We understand the sustainable management of our water resource is crucial to our future success and a key component of the flourishing low-carbon economy and the basis of growing international trade opportunities.’
Underpinned by the duty placed on the Scottish Ministers in the Water Resources (Scotland) Act 2013 to “take such reasonable steps as they consider appropriate for the purpose of ensuring the development of the value of Scotland’s water resources” the Hydro Nation vision is one of maximising the economic and non-economic value of Scotland’s water resources. It seeks to draw together and develop the many different threads that make up Scotland’s water sector. From Scottish water one of the successful water utility companies in the UK, through an impressive, innovative and diverse supply chain, to the academic and research specialists that support industry and help develop policy as well deliver practical solutions to water problems.
Our ambition is for Scotland to be a world leader in the responsible management of water resources.
Link with RTD & Innovation
Under the Hydro Nation programme the Scottish Government has established a Water innovation service that works alongside the national enterprise agencies to offer direct support to innovative companies in the water sector, seeking to reduce the time from a well developed idea to reaching the market place. To support that process testing facilities on both water and waste water sites have been opened to allow ‘live environment’ testing of new products. Business and policy makers are also supported by Scotland’s academic sector which has a great depth of water related expertise which is co-ordinated by our Centre for Expertise in Waters (CREW) based at the James Hutton Institute and alongside the UNESCO category 2 centre in water law policy and science at Dundee University.
Main water actors in the region
Structures of Governance – Who does what?
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Central Market Agency (CMA)
Central Market Agency (CMA) – on 1 April 2008 competition was introduced into the water industry in Scotland for retail (business) customers. The CMA is the organisation that administers the retail market for water and wastewater services in Scotland. They are a company limited by guarantee and owned by its members.
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Citizens Advice Scotland (CAS)
Citizens Advice Scotland (CAS) – are the statutory organisation which campaigns for a fair deal for consumers in Scotland. CAS represents water consumers, and are a key partner in many areas of policy development, including the rural service provision strand of the
strategy. They undertake:
- Representation – to provide advice and information, make proposals and represent the views of consumers to Ministers, regulators, European Institutions and any other relevant person.
- Research – to obtain information about consumer matters and consumers views on those matters.
- Information – to facilitate the dissemination of advice and information to consumers.
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Convention of Scottish Local Authorities (COSLA)
Convention of Scottish Local Authorities (COSLA) – are the representative voice of Scottish local government. Local Authorities provide the collection and billing for water and sewerage services on behalf of Scottish Water for all domestic (and non-metered) customers.
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Customer Forum
Customer Forum – was established to participate in the price setting process for 2015-2021 in order to provide customers with a stronger voice and to secure the most appropriate outcome for customers.
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Drinking Water Quality Regulator (DWQR)
Drinking Water Quality Regulator (DWQR) – are responsible for monitoring and confirming that the drinking water supplied by Scottish Water through the public water mains system meets the requirements of the drinking water quality regulations and is safe to drink. DWQR also advises Ministers on the delivery of and the need for future investment in drinking water quality.
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Licence Providers (LPs)
Licence Providers (LPs) – Retail (Business) customers are able to choose who supplies their water and sewerage services. All water and sewerage service providers are licensed and are therefore known as Licensed Providers.
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Scottish Environment Protection Agency (SEPA)
Scottish Environment Protection Agency (SEPA) – are responsible for ensuring that Scottish Water meets strict environmental requirements. SEPA also advises Ministers on the delivery of and the need for future investment in environmental improvements -
Scottish Government
Scottish Government – Scottish Ministers and their officials manage the relationship with Scottish Water and its regulators within the statutory framework established under the Water Industry (Scotland) Act 2002. Scottish Ministers set the objectives for the industry (as set out in the Ministerial Directions available at http://www.gov.scot/Resource/0045/00459867.pdf ) and the principles that should underpin charges (as set out in the Principles of Charging Statement available at http://www.gov.scot/Resource/0045/00459866.pdf ). More information about our role can be found on our website -
Scottish Parliament
Scottish Parliament – scrutinise the work of the Scottish Government and their public bodies, and hold it to account. Both the Scottish Government and the Scottish Parliament are accountable to the people of Scotland.
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Scottish Public Services Ombudsman (SPSO)
Scottish Public Services Ombudsman (SPSO) – is the final stage for complaints about Local Authorities, most water providers, the Scottish Government and its agencies and departments. If customers have complaints they should in the first instance try and resolve that with the organisation they have a complaint about. However, if they remain dissatisfied they may be able to raise their issue with the SPSO.
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Scottish Water
Scottish Water – are a public corporation accountable to Scottish Ministers and through them to the Scottish Parliament. Scottish Water provides clean safe drinking water to 2.49 million households and 152,000 business premises across Scotland. Every day it supplies 1.37 billion litres of treated drinking water and takes away nearly one billion litres of wastewater from customers’ properties and treats it carefully before returning it safely to the environment.
With more than 60,000 miles of pipes and 2,000 treatment works, Scottish Water supports communities the length and breadth of Scotland every day. In providing these essential services to customers, we recognise these activities and operations can be visible in the communities we serve. That’s why they work very hard to ensure they are responsive and sensitive to the needs of our customers in the community in every corner of Scotland and aim to put communities at the heart of the business.
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Scottish Water Horizons
Scottish Water Horizons – are a commercially sustainable, stand-alone business, who use innovative ideas, knowledge and assets to encourage growth and renewable technologies. From generating renewable energy from wind, waste and water to facilitating the installation of high-speed broadband within our sewer networks, Horizons is all about improving connections, communications and enabling sustainable development.
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Scottish Water International
Scottish Water International – are a wholly-owned subsidiary of Scottish Water, delivering reputational-enhancing projects. Drawing on their experience of the remarkable transformation in the water industry in Scotland they offer services to utilities, governments and other clients from around the world, including the Middle East, Canada, Ireland and Australia. Their team of high calibre in-house consultants offer services to support utilities transform their efficiency and service, with specific focus on:
- Operations and maintenance advice and support, including training and strategic advice;
- Asset management and capital investment governance;
- Regulatory and financial restructuring for public utilities; and
- Customer satisfaction and customer engagement strategic advice
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Water Industry Commission for Scotland (WICS)
Water Industry Commission for Scotland (WICS) – have the statutory task to determine price limits for Scottish Water based on the lowest overall reasonable cost of achieving Ministers’ Objectives for the water industry. There is a competitive market for the provision of retail services (billing, collection, customer management etc) to business customers in Scotland. All retailers must be licensed by WICS and a list of licensed providers is available from their website. For further information on retail competition for non-domestic customers, please see the Scotland on Tap website (available at http://www.scotlandontap.gov.uk).