Scottish Water
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Paying lip service.....
I received a letter delivered by hand yesterday (19th Nov), telling me that Scottish Water is shutting my water off all day on 21st, in conjunctions with SSE, who were shutting off the electric all day. The letter was dated 15/11/24. I phoned and spoke to Kirsty to find out why I was being given less than 48 hours notice that my water was to be shut off. It says on their website that they will give you at least 48 hours notice, and the letter was dated 4 days prior to it being delivered. She gave me a complaint number and said she would look into it. This morning I received a garbled illegible voicemail from someone (no idea who he was), but did manage to catch '24 hours notice'. So even though it says at least 48 hours notice on their website, I'm guessing they are now saying it's 24 hours notice. I phoned and spoke to Karen to ask about this message. She said that they were only required to give us 24 hours notice, even though I am on the priority services register. I don't see that mentioned anywhere on their website. I explained that I had severe arthritis and fibromyalgia and was struggling to walk at the moment due to pain. So the prospect of spending my birthday in a house with no heating nor water when the temperature is -9, we have 4 inches of snow and my phones won't work due to the wifi being off, is quite frightening. She suggested that I 'go out and party for the day, as it's my birthday', and started laughing. I said that as I was currently struggling to walk, I didn't find that in the least bit funny. I later got a call back from Kirsty and I asked her to put her reply in writing to me and escalate it as a complaint. I was struggling to understand where the '24 hours notice' had come from, when it states at least 48 hours notice on their website. She said she would do that for me. I have to say that I found Kirsty to be incredibly helpful and professional, in what I feel is a difficult situation for them. But if you print a letter on 15th Nov and don't give it out til 19th Nov, the company only have themselves to blame.My cynical side says they may have printed the letter on 19th and dated it the 15th, but only they know if that is what happened here.