Standard terms and conditions
Our terms and conditions give details about the arrangement that we have with our customers. It explains our duties to them, as well as what is expected of the customer.
Our terms and conditions, [PDF, 710KB], which have been agreed with our regulator, the Water Industry Commission for Scotland, set out the minimum level of service you can expect from us and what we expect of you.
They are quite detailed (it’s a legal document), but if there is anything that isn’t clear or that you would like us to explain in more detail, please get in touch or give us a call on 0330 123 2000.
Some of our customers are on large user volume agreements, which have special additional Terms and Conditions. The details can be viewed by clicking on the following:
LUVA 1 [PDF, 48.52KB]
LUVA 2 [PDF, 44.87KB]
LUVA 3 [PDF, 46.08KB]
We’re fully committed to improving our environmental performance and are certified to ISO 14001:2015. You can find out more in our environmental policy. Our Solutions team are certified to ISO 9001:2015 and ISO 45001:2018.
