Households and Businesses in the Highlands to be given a say about water prices and priorities
For the first time, household and business customers in the Highlands and Islands will be given a stronger voice in setting the price and future investment priorities for water and waste water services in Scotland.
Set up to independently negotiate with Scottish Water on behalf of customers, the Customer Forum is working to ensure Scotland’s water customers get the best water service, at the fairest price.
Championed by the economic regulator, the Water Industry Commission for Scotland (WICS), Scottish Water and Consumer Focus Scotland, the Forum has an official role to play in reporting what customers want and arguing for their priorities in the next five year period, 2015-2020.
This regulatory process which assesses how much money Scottish Water needs to ensure that fresh, clean drinking water flows from all of our taps and rules on whether its investment priorities are right, will now consider formally the customer’s voice.
Commenting on the role of the Customer Forum, Chair, Peter Peacock said: “Water and the treatment of water are two vital public services that we often take for granted. Every time we turn on the tap or pull the plug, we benefit from many years of investment in our public infrastructure. Many of us are unaware of how much we pay for these services, or what the priorities are for improvement.
“We have been given the task of bringing the ‘customer voice’ to the table and will ask business and household customers what they are happy to pay, whether they feel water charges are value for money and their priorities for making the service better. These views will be officially reported and considered in the next water price setting period for 2015-2020 - a first of its kind in the UK utility market.
“Our work will bring a new dynamic into the relationship between customers and Scottish Water in the price setting process.”
Alan Sutherland, Chief Executive of WICS said: “It is essential that customers understand the choices available at the next price review and their impacts on prices, levels of service and the environment. Through the Customer Forum, customers are empowered to decide their priorities and determine what they consider constitutes value for money.
“This will be a dynamic process that is substantially different from the consultation that has taken place before – as such it represents a real step forward in our regulation of this essential public service. We very much look forward to working with the Customer Forum and Scottish Water to get the best deal for customers and the environment.”
Trisha McAuley, Deputy Director of watchdog Consumer Focus Scotland and the body responsible for supporting the work of the Forum said: “Scottish Water delivers a critical service to thousands of households and businesses across Scotland so it is really important that the priorities and preferences of customers are at the heart of the forthcoming price control process that will determine what we pay for water and waste water services in the future. Setting up the Customer Forum is therefore a win-win for everyone as it will help deliver the services that people in Scotland need and want”.
As Scottish Water formulates its plans for the next regulatory period, the Customer Forum will ensure the customers’ interests are at the heart of the pricing process. This will involve many issues including drinking water quality, carbon footprint, flooding and affordability, among others.
Douglas Millican, Finance and Regulation Director at Scottish Water comments: “Scottish Water is one of Scotland’s biggest businesses and we are committed to keeping our customers at the heart of everything we do. We look forward to working positively with the Customer Forum in understanding the priorities for customers so that the services we provide are those that really matter to them."
The work of the Customer Forum is set to conclude towards the end of 2014, just ahead of when the new price comes into effect in 2015. From now until then, its key focus is to engage with customers; test and prioritise emerging ideas and make sure they are valid; get a clear sense of how the best service can be delivered at the fairest possible price, and over the long term, what Scottish Water’s investment priorities should be.
Household and business customers from the Highlands and Islands can find out how to get involved and make their comments known by visiting www.customerforum.org.uk
