Advice for Customers During Industrial Action

Guidance for Customers During Industrial Action

UPDATE: Friday 18th April 2025

As the result of industrial action between 00:00 Tuesday 22nd April and 23:59hrs, Wednesday 23rd April, it may take us longer than our standard response times to answer customer contacts and attend incidents and events.

This follows a public holiday, Monday 21st April.

Waste Water Flooding

• Where the drains carry combined storm and wastewater, this can lead to sewage flooding.

Internal Sewer Flooding

• If your property has internal sewer flooding, please call our 24/7 Customer Helpline on 0800 0778 8778. Our standard timeframes to attend may be extended due to the public holiday and industrial action period.

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. We ask that all external sewer flooding during the industrial action period are reported via our self-service online portal or social media channels.
• You can find helpful information on what to do now in our FAQ section below, or you can visit our Sewer Flooding section.

No Water

• If you have no water from your cold-water kitchen tap, please check our current service updates 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 

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

If you have a non-urgent related enquiry, we ask that you contact us via our online portal or contact us after the public holiday and industrial action period.

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 wastewater continues as usual.

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.