SCOTTISH Water has hailed its ‘best performance year ever’ following record levels of customer satisfaction, fewer serious environmental pollution incidents, and reduced leakage and supply interruptions.
The publicly owned utility’s Overall Performance Assessment (OPA) score – which measures performance across key activities – reached its highest ever level. In its Annual Report: Performance and Prospects 2024/25, the organisation highlighted a record investment of £1.09 billion in water and waste water projects across Scotland.
The report also outlined how Scottish Water is focused on delivering wider benefits from every investment, including supporting local economies and promoting biodiversity.
Chief executive Alex Plant said, “It is great to report that we’ve had our strongest year ever, with much to be proud of. We’ve reduced leaks by 22% after last year’s unwelcome increase, halved serious pollution incidents, and made strong progress towards net zero emissions targets.
“Our customer satisfaction reached a record 94%, remarkable in any sector. We’re also the joint most trusted utility in the UK, according to a survey of 10,000 consumers. These results are testament to the efforts of the remarkable people at Scottish Water and our vital delivery and supply chain partners.
“Scotland’s drinking water continues to be rated ‘world class’ by our independent regulators. And our environment is benefiting too, with 87% of waterbodies rated as ‘good’ or better by the Scottish Environment Protection Agency (SEPA).
“In total, we delivered over £1 billion of investment in critical infrastructure last year, whilst also hitting our targets for timely delivery. As a publicly owned organisation, every penny of surplus is reinvested into improving services. We never take the trust of our customers for granted and are determined to deliver value for money in all we do.
“More widely, we could not deliver such great results were it not for the long-term steady and prudent investment we have been allowed, and the benefits of the model we operate in Scotland: publicly owned, commercially run, and independently regulated. This combination helps us respond effectively to a fast-changing world. But we know continued investment will be needed to ensure customers get the high standard of service they rightly expect.”
Mr Plant noted challenges such as extreme weather, ageing assets, and a growing and shifting population meant new ways of working, planning and investing were needed. He also warned the utility alone could not overcome some of the challenges – saying it would need to work with councils, community groups, regulators, developers, farmers, and customers to reduce demand and find innovative ways to protect the environment.
Mr Plant added, “Looking ahead, we know there are big decisions to make and that we need to invest more smartly, drive productivity and deliver multiple benefits through the projects our customers’ hard-earned money enables. We need to be better prepared for challenges and make our network more resilient to extreme weather, being bolder and more innovative our journey.
“The success of this last year assures me that we have the right people, culture, and ambition to keep doing what’s right for our customers and for Scotland.”
To read the Annual Report, click Annual Report – Scottish Water
