Advice for Customers During Industrial Action
Posted: Thursday 27th March 2025
As the result of industrial action between 00:00 and 23:59hrs on Friday 28th March 2025, customers may experience delays to our standard response times for customer contacts, incidents and events.
We will do all we can to ensure customers do not experience any disruption to their water supplies and that treatment of the country’s waste water continues as usual.
Waste Water Flooding
Where the drains carry combined storm and waste water, this can lead to sewer flooding.
· If you experience flooding contaminated with waste water from sewers, please call our 24/7 Customer Helpline on 0800 0778 8778, or report this through our online portal here, and one of our team will be able to help.
Internal Sewer Flooding
· If your property has internal sewer flooding, we will respond as soon as possible. This may take longer if we are prevented from reaching you due to exceptional circumstances, such as severe weather.
External Sewer Flooding
· If your property has external sewer flooding, we will attend as soon as we can, but have to prioritise those customers in greatest need, such as those with internal sewer flooding, and customers at greater risk, such as the elderly and disabled.
· Please be aware that during the industrial action period we will attend external and non-urgent sewer floodings within a 48-72hr timescale.
You can find helpful information by visiting our Sewer Flooding section.
No Water
· If you no water from your cold-water kitchen tap, please check our current service updates page on the website to identify if there are any known outages in your area. You can also call our 24/7 Customer Helpline on 0800 0778 8778, contact us via social media or report this through our online portal here.
Water Rising
· If you identify a water rising causing damage to the road surface, flooding, interrupting your water supply or causing a significant flow please call our 24/7 Customer Helpline on 0800 0778 8778 or contact us via social media or report this through our online portal here.
If you have a non-urgent related enquiry, we ask that you contact us via our online portal here.
Despite Industrial Action, our focus is still ensuring customers across Scotland receive high levels of customer service. To ensure this, we may delay non-urgent work in order to prioritise those customers who need support most.
