Escalation Process

Licensed Providers (LPs) can request escalations on outstanding or recently closed enquiries that have already been dealt with according to the normal market process and have resulted in one or more of the following: 

• The standard Scottish Water process did not resolve the issue and/or there are outstanding issues that have not been addressed
• The request is unresolved and has not been completed within the timescales outlined in market documentation
• The LP believes they have grounds to challenge the response they received from Scottish Water on a recently closed enquiry

Scottish Water will closely manage any escalations and will provide regular updates to Licensed Providers


To request an escalation LPs should request an escalation through the LP Customer Portal.

Alternatively LPs may complete the Escalation Form and send it to the operational team that normally deals with the issue.

A full list of contact details for the operational teams can be found on the LP Customer Portal.