Maintaining stable charging and improving customer service will be the main priorities for the Scottish water industry as it looks to 2014 and beyond, Stewart Stevenson said yesterday.
The Minister for Transport, Infrastructure and Climate Change said that innovation is key to the long term success of the water industry and identified the possibility of customer rebates for poor service as an example of how the industry could innovate to improve customer service in the future.
Speaking at The Future Of Scotland's Water conference, the Minister said:
"While the industry may be in good shape today, we must ensure it is in even better shape in the future. We must maintain the best aspects we have and improve on all the others.
"I believe that one of the greatest advantages of our system is the commitment to stable charges. In return for their charges customers rightly expect high quality service. Scottish Water has made great strides through recently improving its customer service and should be congratulated on this.
"When customers pay for a service, they rightly expect to receive good quality service. In most commercial areas this is a given, but it is not so in the water industry. We should therefore also consider setting a guaranteed minimum service. Considering customer rebates when service fails is an example of how the industry could innovate.
"Public bodies are often criticised for being unimaginative and innovation averse. We cannot let that happen with Scottish Water.
"Our vision for the future should build on our current strengths. It should ensure that the water industry makes a major contribution to Scotland's economic growth. It should lead to the unique model we have in Scotland becoming a compelling example throughout the world of how best to deliver water services."
Stewart Stevenson is starting a conversation with key stakeholders on a long term vision for the water industry. A long term vision will be announced later this year.
With the UK government demanding a 50% reduction in storm overflow spills by 2029, the era of reactive management is over. Speaking in the House of Commons on 21 July 2025, then environment secretary Steve Reed said, “This Government will cut water companies’ sewage pollution in half by the end of the decade.”
ERG, the leading supplier of odour control systems and industrial gas cleaning & thermal systems, has been awarded the coveted King’s Award for Enterprise.
Welsh Water’s new artificial intelligence-driven tool, ORAI, has been shortlisted for three categories at the prestigious British Data Awards 2026 – underscoring the company’s commitment to using cutting-edge technology to deliver better outcome for customers.
Barhale has completed work on two separate Rapid Action Taskforce Spills projects it is carrying out for Severn Trent.
Hear how Scottish Water has completed its £235 million Ayrshire Glasgow Resilience Project - customers across Greater Glasgow, Ayrshire and East Renfrewshire will now benefit from a more secure and resilient water supply.
Hear how United Utilities is accelerating its investment to reduce spills from storm overflows across the Northwest.
Find out more about the remarkable career opportunities on offer at WSP - scroll down to watch the inspirational video.