Working closely with the Scottish Government and Scottish Water, the Water Industry Commission for Scotland (WICS) have introduced two new schemes for non-household customers that require support, due to the COVID-19 outbreak.

Wholesale Charge Deferral Schemes

Deferral of wholesale volumetric charging

Under this Scheme, you can request us to apply to Scottish Water on your behalf for a deferral of the wholesale volumetric charging for water and sewerage.

Deferral of wholesale fixed charging

Additionally, if you have a 25mm or smaller meter or are unmetered, you can also apply for a 60% deferral of wholesale fixed charges (the standing meter or the unmeasured water and sewerage wholesale charges and the drainage wholesale charges).

Applying for deferral

Applications will be assessed by Scottish Water, who will exercise reasonable judgement as to your business’s eligibility, based on the guidance on business closures issued by the Scottish Government. For example, businesses which have not been forced to close and may be trading successfully would not be eligible.

Any deferred charges will become payable on terms to be negotiated upon exit from the scheme.

Apply for deferral of wholesale volumetric charges

Apply for deferral of wholesale fixed charges

Prepayment Refund Scheme

All customers who have pre-paid for their water, waste or drainage services in advance are entitled to a refund of the pre-paid wholesale element of their charges.

Customers currently invoiced quarterly or annually in advance will now receive a monthly invoice unless they explicitly opt out of this scheme. A credit will be raised for the wholesale charges element for water and sewerage services that have not yet been provided. Credits will not be available for the services that you have used to date.

Any customer requiring a refund must contact us directly to confirm the bank account details where payment is to be made. For security purposes, we are accepting telephone contact only for this. Please call us on 01250 718700 and select business in Scotland.

If you do not wish for your normal payment schedule to be changed, you must contact us to opt-out of this scheme.

Opt out of monthly invoicing

Standard monthly invoicing and payment schedules will not be changed unless specifically requested. However, we want to help during these unprecedented times and to that end would welcome the opportunity to discuss the many options we have available for those customers who need support.

Payment options

We can offer a range of payment options including:

  • Temporary invoicing schedule and frequency changes
  • Extended payment terms
  • Extended payment plans

To discuss your options, please contact us on 01250 718700 and select business in Scotland or email customersupport@castlewater.co.uk.