Guide For Obtaining New Water and Waste Water Services

Guide for obtaining new water
and waste water services

Customer connections
– customer guide
Guide for Obtaining New Water and Waste Water Services
1. Introduction 7. Costs, charges and financial contribution

1.1 Purpose of this guide 2
7.1 Our scheme of charges 20
1.2 Getting started for new developers 3 7.2 Infrastructure charge 20
2. Connection and funding responsibilities 7.3 Payment of charges and fees 20
7.4 Our financial contributions – regulations
2.1 Your right to connect – the policy 5
for reasonable cost 21
2.2 The elements of a connection
7.5 Infrastructure eligible for a reasonable
and terminology 6 cost contribution 21
2.3 Funding between the Customer 7.6 Definition of reasonable cost for
and Scottish Water 7 non-domestic properties 22
7.7 Conditions for payment of contributions 22
3. Prior to formal application for water or
7.8 Contribution arrangements 23
sewer connection
3.1 Establishing if we can support your 8. Legal and procedural issues
proposed development 8
8.1 Land ownership issues 24
3.2 Approval in principle to proceed
8.2 Reservation of capacities and timescales 24
following development assessment 9
9. Customer appeals and complaints procedure
4. Formally applying for a water or sewer
9.1 Complaints about our service 26
connection
9.2 Complaints to Waterwatch Scotland 26
4.1 Introduction 10 9.3 Further appeals procedure 26
4.2 The application process and forms 10
4.3 Further confirmation of capacity to 10. Non-domestic connections and
serve your development 11 building water
4.4 Design responsibilities – what is required? 12 10.1 Background 27
4.5 Deed of servitude 12 10.2 The operational code 28
4.6 Part 1 sewer connections – SC1 12 10.3 General design and installation
4.7 Part 1 water connections – WC1 13 responsibilities 28
4.8 Part 2 and 3 water and waste water 10.4 Trade effluent building site pollution 28
infrastructure – WF1 & SF1 14 10.5 Completion and adoption process
4.9 Connections of new infrastructure to (relating to new infrastructure) 26
existing water network 14 10.6 Costs, charges and financial contribution 29
10.7 Appeals and complaints 29
5. Installation of your site infrastructure
Appendix A: Glossary of terms 30
5.1 Part 1 sewer connections – SC1 15
5.2 Part 1 water connections – WC1 15 Appendix B: Process diagrams 32
5.3 Part 2 and 3 water and waste water Appendix C: Responsibilities for
infrastructure – WF1 & SF1 16 water and waste water assets 37
6. Completion and vesting process Appendix D: Our duties under

current legislation 38
6.1 Issue of a Pumping Station Operational
Certificate – what is required? 17 Appendix E: Meter sizing –
6.2 Completion certificate 18 non-domestic properties 39
6.3 Defects liability period 18 Appendix F: Vesting items for routine
6.4 Transfer certificate 19 operational and maintenance inspections 40
6.5 Exceptions to the vesting process 19
Customer connections – customer guide
1. Introduction
1.1 Purpose of this guide In particular it outlines:
Customers are at the heart of everything we do. • Connection and funding responsibilities
(Please see Section 2.3);
We aim to be fair and proactive when dealing • What to do before applying for a connection
with Customers and community issues, easy to (Please see Section 3.1);
contact and do business with and to deliver • The application process (Please see Sections
first-time resolution of requests and issues. 4 and 8);
• The installation process (Please see Section 5)
Accordingly, this guide seeks to provide a clear • When we will take over responsibility for a
and comprehensive overview of how to obtain a new or upgraded pumping station (Please
new connection to our water and waste water see Section 6);
network. It covers all developments from • The costs and charges you can expect and
building renovation and the construction of financial assistance available (Please see
single dwellings through to major housing, Sections 2.3 and 7);
commercial and industrial developments. • How you may appeal and complain if you are
unhappy with the service you receive (Please
Though this guide is focused on providing clear see Section 9);
Customer friendly guidelines for our processes, • The documents and leaflets to be used in
at times it is required to reference legislation conjunction with this guide;
and policy related to water and waste water • The process for Licensed Providers, the
services. background to this and their position in the
water and waste water market in Scotland
(Please see Section 10).
Our technical standards for the design and

construction of water and waste water
infrastructure are in the latest versions of the
WRc guides ‘Water for Scotland’ and ‘Sewers for
Scotland’.
With Market Separation, Customers requiring

non-domestic water and waste water services
should appoint a Licensed Provider and refer to
Section 10 of this guide.
For reference, Non-Domestic Customers are

defined as Customers involved in the
construction of non-domestic properties i.e
commercial/industrial properties or the end user
of water, waste water or trade effluent services.
A glossary of the key terms used within this
guide is provided in Appendix A.
2
Guide for obtaining new water and waste water services
1.2 Getting started for new Please also ensure that you reference material
developers available through our website, and if required,
please contact our department directly to gain
We recognise that for new Customers the
further understanding of our processes. Our
process of getting a connection to waste and
contact details can be found on the back of
water services can be challenging.
this guide.
Before you review these steps please ensure

To ensure you have an awareness of the
that you have considered contracting the
important steps to be taken we have outlined
services of the following consultants/services:
the key steps of the Customer journey.
• Architect
• Plumber Please note – All timeframes are
• Engineer dependant on the receipt of a fully
• Builder completed application and all supporting
documentation/ certification.
It is important to engage suitable professionals
throughout the course of your development,
who will be able to meet the technical
requirements that we have. This can relate to
design standards, completion of applications,
installing new pipe work and infrastructure.
All of the above is dependant on the size of your

development, i.e. number of properties or type
of development.
3
Customer Journey Timeframe
Pre-Development enquiry 10 days

1. Before you have purchased land or prior to designing a new development, you have the option to
approach us to ask if there are water and waste services available in your development area.
2. This is called a Development Appraisal and it allows us to confirm if there are any issues in the area
around your potential development.
3. If the development requires further investigation we may ask the Customer to commence with a more
detailed study. To do this the Customer will be required to employ a competent provider of these
studies. We can provide further guidance if this is required.
Planning Application 20 days

1. For many types of development a planning application is required by your local council. Within this
process we are one of the consultees that can be approached by the council to comment from a water
and waste services perspective. Your council will send the planning applications to us.
2. At this time no formal water or waste connection application form has been submitted to us, and any
questions or concerns regarding your planning application should be directed to your local council.
Applying for a connection 28 days

When you are ready to apply, your application can come from you or from your assigned site agent (such as
a plumber or engineer). The application to be submitted should be related to the size and type of
development.
If you do not need to construct any site mains/infrastructure, and your request is for a Part 1 connection,
please proceed as follows:
Water: For single house water connections directly to one of our water mains you should submit a fully
completed DWC1 form with attached designs calculations. You should then indicate within your application
if the connection is standard or non-standard. (Please refer to glossary)
Sewer: For single sewer connections directly to our sewers you should also submit a fully completed DSC1
form with attached design calculations, including method statement and risk assessment.
Note: It is recommended that you employ a competent consultant to complete the designs and/or
supporting information, and all forms should be accurate.
Applying for a connection but need to construct site infrastructure 28 days

For developments of a greater size that will require the construction of site water mains and/or sewer
infrastructure, we need to provide Technical Approval to these designs.
Water: To apply for Part 2 and Part 3 connections you should submit a DWD1 form with attached design
information.
Sewer: To apply for Part 2 and Part 3 connections you should submit a DSD1 form with attached design
information.
Site Inspection 3 working days

This should be requested by the Customer, when they are ready for connection and our quotation has been
paid in full. One of our representatives will attend your site to confirm that your track conforms to our
requirements. Please allow 3 working days notice. Once complete we will pass this for connection within 14
days. Non-Domestic Customers should request track inspections through their selected Licensed Provider.
Adoption/Vesting Variable
Any assets for adoption/vesting must be inspected by a relevant consultant, appointed by us. Once all
terms have been met to allow us to adopt, and all checklists and documentation have been supplied, we
can issue a Completion Certificate and subsequently a Transfer Certificate.
Financial Contribution – Reasonable Cost Contribution Variable

If Assets constructed by our Customers are eligible for a financial contribution, we will issue a payment to
the Customer once the asset has been adopted, and as each phase completes, based on habitation
certificates supplied. We are required to contribute either the cost of any works necessary to accommodate
the connection, or the maximum contribution, whichever is lower.
4
guide for obtaining new water and waste water services
2. Connection and funding

responsibilities
2.1 Your right to connect – the policy
As an organisation we are supported by several
pieces of legislation which outline our
responsibility and the services we provide.
Under the Water (Scotland) Act 1980 and the

Sewerage (Scotland) Act 1968 we are obliged to
take our water mains and sewers to a point that
allows connection to our networks, if practicable
at reasonable cost.
Scottish Government regulation defines what is

reasonable and the financial contribution
expected from new and existing Customers.
The value of reasonable cost is available on our
website at www.scottishwater.co.uk.
As we work with our Customers we will ensure

that they are made aware of any reasonable cost
values, at the appropriate time and if they are
entitled.
More information can be found in Section 7.
5
2.2 The elements of a connection and terminology

Water and Waste connections are split statutorily into four elements – termed Parts 1, 2, 3 and 4
infrastructure. These are important terms and break down the various stages of the water and sewer
network.
We will reference these terms throughout this guide, and it is useful for the Customer to fully understand
what these relate to. These are illustrated in figure 1.1 below
Part 4 water
(water treatment
Part 1 water
Part 1 waste water and catchment)
(service pipe)
(drain)
Part 3 water
(trunk main,
service reservoir)
Part 2 water
(local main)
Part 2 waste water

Part 3 waste water Part 4 waste water
(local sewer)
(trunk sewer, pumping (treatment and discharge)
station)
Figure 1: Water and Waste Water Assets: Pictorial Representation of Parts 1 to 4 Assets
Part 1: The connection from individual Part 3: The local bulk infrastructure, such as
premises to a water main or sewer. trunk mains and trunk sewers, water
service reservoirs, waste water
Part 2: The water mains and sewers that
pumping systems and some SUDS.
connect developments e.g. a street of
houses to trunk mains and trunk Part 4: The strategic assets such as raw water
sewers and some sustainable urban intakes, water impounding reservoirs,
drainage systems (SUDS). raw water pumping stations and
aqueducts, and water and waste water
treatment works.
6
2.3 Funding between the Customer

and Scottish Water
The table below summarises, by asset type,
the responsibilities for paying for assets that
are to be provided or enhanced to enable
development and the elements that are
included in the calculation of the financial
contribution that can be claimed back from
Scottish Water (termed Reasonable Cost
Contribution).
Reasonable Cost Contribution
Infrastructure Responsibility Financial

parts contribution
Part 1 You No
Part 2 and 3 You Yes
Part 4 Us N/A
7
3. Prior to formal application for

water or sewer connection
3.1 Establishing if we can support There are a number of competent providers
your proposed development available who can proceed with your Water
and/or Waste Water Assessment, including
To make a preliminary assessment of your
Scottish Water.
development’s feasibility, a Pre-Development
Enquiry (PDE) must be completed. This is
It is important that you appoint a competent
available at www.scottishwater.co.uk.
provider to proceed with the DIA or WIA, and
you must provide their details to us.
Completing a PDE allows us to determine
whether an Unconditional or Conditional
We will provide all necessary support and
Connection is possible and to provide a
information to your contracted provider to
timescale for this. This should be a simple
ensure that the DIA or WIA is completed
process step, and will allow both the Customer
successfully within agreed timescales, and this
and us to be fully prepared before commencing
includes providing necessary models.
with their development.
Where a current model exists, we will provide

To ensure that the Customer is able to consult
this free of charge.
with us regarding the status of the PDE, we will
always send back a letter to confirm receipt with
If no model exists, we will build a model free of
a reference number included.
charge provided that the proposed development
meets the criteria set out in section 3.2. If not,
Within 10 working days of receiving a completed
then these costs must be met by you.
PDE form, we will provide an answer to the
Customer to confirm if either an Unconditional
Whether you choose us or your own service
or Conditional Connection to our water and/or
provider, at the end of this process you will
waste water network can be made.
receive a report outlining the work needed to
mitigate the impact of your development upon
• An Unconditional Connection allows the
our network. If you have chosen to use another
Customer to move forward from this
service provider, their report must be forwarded
preliminary assessment, and submit formal
to us for review.
applications.
Or;
If you proceed with your development, after a
• If it is a Conditional Connection, we will
DIA or WIA has been completed, the cost will
confirm the need for Drainage Impact
be taken into account when calculating our
Assessment (DIA) or Water Impact
financial contribution to your connection costs
Assessment (WIA) to be carried out.
through the Reasonable Cost Contribution
(RCC) process.
Please note: any Part 4 work will be
confirmed and remains our responsibility.
For more information regarding RCC please see
Section 7.
8
3.2 Approval in principle to proceed Before we make a connection offer you will
following development assessment need to demonstrate that you have satisfied
the following 5 criteria:
Once we have reviewed the ‘DIA or WIA
report’ you will receive notification that 1. your development is supported by the Local
either: Plan and has outline or full planning
permission.
• capacity is available within our water or waste
network and an offer of an unconditional 2. you confirm land ownership or control
connection will be made. Or; through a solicitor’s letter.
• that network upgrading is required and you 3. you confirm plans are in place to mitigate any
will be advised of the work required. This network constraints that will be created by
may include elements such as pumping and your development through a Minute of
booster stations, attenuation tanks and Agreement with us or alternatively a letter
general upgrading of pipe work and showing commitment to mitigate network
ancillaries (Part 2 and 3 assets) or strategic impact through Part 3 investment.
assets, e.g. treatment works (Part 4).
4. you confirm any time remaining on current
The company contracted to provide the DIA or planning permissions with your local council.
WIA service will be able to provide some 5. you can demonstrate reasonable proposals in
guidance and explanation on this upgrading terms of your development’s annual build
work. rate.
Under the current funding rules, the cost and Upon completion of the feasibility stage you may
programming of any work associated with proceed with submission of a formal application
upgrading the Part 4 infrastructure is our to us.
responsibility.
This will lead to the provision of Technical
Approval for your designs and for your overall
connection application. This process is further
detailed in Sections 4 and 5.
9
4. Formally applying for a water

or sewer connection
4.1 Introduction 4.2 The application process and forms
This section sets out the process for formally The application process has a number of distinct
applying for a new connection and outlines the stages. The process maps set out in Appendix B
design work required as part of the application. illustrate these and the timescales involved.
Please note that Non-Domestic Customers are Supporting the applications process are a
required to appoint and apply for new water and number
waste water connections through a Licensed of application forms which are available at
Provider. www.scottishwater.co.uk/connections or
by calling the Customer Helpline on
On successful completion of this stage of the 0800 3890379.
application process you will receive an approval
specific to the connection and infrastructure
These are:
applied for.
SC1: Application for approval of a Part 1
Table 4.1 summarises the approvals which sewer connection.
may be granted. WC1: Application for an offer of a Part 1
water connection.
Form of approval
SF1: Application for approval to construct
Infrastructure Water Waste Water
parts Part 2 or Part 3 waste water
infrastructure.
Part 1 Connection offer Permit to
(or ‘quote’ for work) connect WF1: Application for approval of a request
Part 2 Approval letter Approval letter to construct a Part 2 or Part 3 water
infrastructure.
Part 3 Approval letter Approval letter
Further application guidance:

The time between submission of a valid
• We will acknowledge your application and
application, design and construction proposal
provide a unique reference (if not already
and our issuing of an approval letter or permit
provided) which must be quoted in all
to connect is up to 20 working days.
correspondence or when contacting us by
telephone.
Please note we will not normally make a
• Please review all correspondence you receive
connection offer or give approval to connect
during the application process, and if you
until any work required to upgrade or build
have any questions regarding the application
necessary Part 4 assets is near to or actually
stage please ensure you contact us directly
complete.
for support.
10
• We will always try to work with Customers to If you are a domestic Customer you will need to
complete missing information within ensure that you have a unique building water
application forms, but on occasions we have reference from a Licensed Provider, as we
to return incomplete forms to our Customers. proceed with your application for connection.
We will always ensure that we attach details
of the information missing for re-submission. If you are building your own home, you are
not required to engage a Licensed Provider,
What is Building Water? and can manage all elements of the process
directly with us.
Within our application process we will apply a
charge for Building Water.
For more information regarding market
separation please refer to Section 10.
In clear terms Building Water is the water used
for the purposes of building your development,
e.g. cement mixing, plaster mixing. This is not
4.3 Further confirmation of capacity
water that we will deliver by transit to your site
to serve your development
location. You must not use water from a natural
source such as a stream or burn, unless you have Following receipt of all application forms to
confirmed through SEPA that it is of an request connection for water or waste services,
appropriate quality. we always carry out a further check to ensure the
feasibility of providing services to your
The main option available for many Customers is development.
to apply for a temporary connection to provide If you have already contacted us, as outlined in
a building water supply. This can be converted Section 3, a substantial period of time may have
into a permanent connection at a later date. elapsed before you contact us to request your
connection formally.
If you do not have a water source nearby or on
site, you can contact us to arrange a standpipe. This further confirmation before we proceed
Please contact the Standpipe Service Desk on with the Technical Approval of your application
01382 563 716 or email ensures that circumstances have not changed,
[email protected]. and your development can proceed as planned.
Unless undertaking a self-build project, a Once this action is completed you will receive
Licensed Provider must be engaged to arrange written confirmation from us that your
a building water connection and pay building application has progressed onwards to the next
water charges. stage.
11
4.4 Design responsibilities – what 4.5 Deed of servitude

is required? If you are required to cross third party land to
Your application must be supported by access the nearest water main and/or sewer to
appropriate design calculations. These can serve your development, you are required to
produced by us or a competent consultant. If we obtain the necessary deeds of servitude from
produce them you will be charged in advance the relevant land owners.
and this cost offset against any future
reasonable cost contribution payable to you. We will request a copy of these deeds prior to
providing an offer of connection.
The design calculations should address:
Should you encounter issues when trying to
• Private drains and new sewer connections
obtain the deed of servitude, please contact
(Part 1 infrastructure);
Scottish Water or your Licensed Provider (for
• Private plumbing and the new water
Non-Domestic Customers) to advise.
connections (Part 1 infrastructure) to a new
site main;
• Site waste water infrastructure and water
mains, (Part 2 and 3 infrastructure) for their
4.6 Part 1 sewer connections – SC1
proposed development; Applications for a Part 1 sewer connection are
• Design and reinforcement of and/or diversion made using form SC1 and must be accompanied
of our existing local networks (Part 3 by appropriate design calculations.
infrastructure);
• New water main connections to the existing When satisfied we will issue a ‘Permit to
water network – these are referred to as ‘tie- Connect’ valid for 2 years from date of issue.
in’ connections.
The permit will specify any requirements or
Your design responsibility extends to all conditions. Additionally health and safety
necessary consultations with roads authorities, information may also be required by us. A
fire authorities and other relevant bodies, and further ‘Access Permit’ condition may apply if
you should comply with the design guidance there are significant health and safety risks
within the latest ‘Sewers for Scotland’ and associated with our existing waste water
‘Water for Scotland’, available from WRc. network.
If we need to review a design re-submission Customers should must always comply with
we will levy a charge (details of which are shown permits issued and must give prior notice to
in our Scheme of Charges). To avoid repeat Scottish Water or their Licensed Provider (Non-
submissions you are advised to engage a Domestic Customers), before undertaking work
competent consultant. on site.
Paramount in the design, construction and

commissioning of sewers, water mains and
services are public health and safety. Please refer
to current versions of ‘Sewers for Scotland’ and
‘Water for Scotland’ for further technical guidance.
12
4.7 Part 1 water connections – WC1 We will undertake a flow and pressure test
survey of the main in question within your
Applications for Part 1 water connections are
design, and will provide an estimate of the
made using form WC1 and should be
charge to you for this work.
accompanied by appropriate design
calculations.
Where we provide current flow and pressure
characteristics within the water infrastructure,
In addition to your general design
you should note that this does not guarantee
responsibilities, you are responsible for
pressure and flow above our Guaranteed
ensuring your application takes account of
Standards of Service published within our Code
the sizing and design issues outlined below.
of Practice. A current version can found on our
• Connections size which falls into two broad website.
categories:
• Standard (those of 32mm diameter We will respond within 20 working days of a
and smaller) valid connection application and if all relevant
• Non-Standard (those greater than information has been provided and feasibility
32mm diameter) issues addressed as above, we will offer a
• Standard connections should be installed connection by issuing a quote and request for
without interrupting the existing live main to an advance payment.
ensure we do not affect existing Customers;
• Non-Standard connections typically require This offer will be in accordance with our current
an isolation of the existing water main to Scheme of Charges and remain valid for 2 years
allow the construction of the new connection from the date of issue. If you fail to complete
branch. This could require special your element of the work within this timescale
engineering measures to form the branch our offer will lapse and you will have to re-apply.
connection, for example, by ‘under pressure’
boring;
• Water demand and therefore the size of the
connection;
• The design of the proposed connection. If
more than a standard single domestic supply
is required you are responsible for sizing and
will be required to provide design
calculations for the sizing of non-standard
connections including details of water
consumption and hydraulic design.
13
4.8 Part 2 and 3 water and waste 4.9 Connections of new infrastructure
water infrastructure – WF1 & SF1 to existing water network
Applications for a Part 2 or 3 connections are Design approval for new water infrastructure
made using form WF1 for a water connection or does not include connection to the existing
form SF1 for a waste water connection. network. Connection of new infrastructure to
the existing water network must always be
Design approval will normally be granted within undertaken by us.
20 days of receipt of an acceptable application.
This does not apply to any part of the design
relating to associated mechanical or electrical
work. You will be advised of any delays,
requirements for further information or other
issues affecting the approval of your design.
Design approval must be granted before you

commence work on site. Fees (e.g inspection
charges, infrastructure charge) are also required
to
be paid by you, once design approval is
granted.
When granted, our response will include the

following:
• An approval letter;
• A request for advance payment in respect
of our administration, inspection fees and
infrastructure charges;
• An offer, if applicable, of financial
contribution under our policy of reasonable
cost towards the cost of providing waste
water infrastructure and water infrastructure;
• Instructions for the submission of the
construction programme;
• Our contact details for site audits;
• Permission to connect new waste water
infrastructure to the existing waste water
network.
14
5. Installation of your site

infrastructure
5.1 Part 1 sewer connections – SC1 We must do the ‘tie-in’ of Part 1 infrastructure to
the existing water main including the provision
We require a minimum of 5 working days notice
of materials. This work will be undertaken within
of work being carried out to enable a site
14 days of a successful sample being
inspection to be set up. We may, however, waive
completed, and notification of pass results on
our right to inspect.
bacteriological samples and pressure tests.
On satisfactory completion of all work we will

It is important to note that all ancillary
adopt the section of pipe between the sewer
works are your responsibility:
and the curtilage boundary of your property.
• Excavation
• Provision of materials
5.2 Part 1 water connections – WC1 • Exposing of the public main
• Statutory notices such as road opening
Before we will undertake a connection to a
permits
water main you will need to ensure:
• Full payment has been made to us and a On satisfactory completion of the work the
receipt received; communication pipe will be adopted by us.
• Your development’s plumbing is confirmed to
comply with Water Byelaws. We may visit Where the installation of the Part 1 element is to
your development to check; a new site main (Part 2 infrastructure) you should
• You have requested and completed a track engage the same Self Lay Organisation to
inspection. We may opt to waive the track undertake all the work including the provision of
inspection based on previous work materials.
demonstrated by your contractor;
• For non-standard water connections there is What is a Track Inspection?
evidence that satisfactory pressure testing
This inspection is carried out by one of our
and disinfection of your main is complete or
representatives, at the point when you are ready
programmed to be completed before the tie-
for connection, and you have excavated and
in connection is made. We should be invited
laid all required pipe work to the boundary of
to witness all pressure testing and
your site. They will ensure that your service pipe
disinfection;
has been laid correctly and in accordance with
• We have evidence of pass results on both
technical specifications. You are required to
pressure tests and bacteriological samples;
contact us to arrange this inspection.
• All enabling works are complete or
programmed.
Once your track has been inspected they will
notify us that you can proceed with your
connection, and this will be completed within
14 days.
15
5.3 Part 2 and 3 site water and waste Tie-in connection of new site water mains (Part 2
water infrastructure infrastructure) to the existing water network (Part
3 infrastructure) must be undertaken by us.
You are responsible for engaging competent
Waste water tie-in connections are undertaken
and experienced contractors to construct water
by your nominated contractor under the terms
and waste water site infrastructure. For water
of a permit/licence from us.
main installation we manage a list of accredited
contractors. This list is available on request and
We will only take over ownership and
at www.scottishwater.co.uk.
responsibility for water mains and/or sewers that
have been constructed in strict accordance with
We do not currently have a similar list for waste
our policies and procedures. On satisfactory
water accredited contractors.
completion of all work the new infrastructure will
be eligible for vesting by us.
Ten working days prior to construction starting,
you should provide details including contractor
We currently operate a site audit policy for both
names, construction programme and site contact
water mains and sewers. It is the responsibility
details.
of the Customer to provide a construction
programme and give a minimum of 5 working
Before any work commences on site:
days notice for inspections and testing.
• all notifications and approvals we require
must
be in place;
• any reinforcement work required on existing
waste water networks must be undertaken
by you;
• a permit must be obtained from us before
any work is undertaken on our infrastructure;
• where work is required on our water network,
this can only be undertaken with our prior
agreement.
16
6. Completion and vesting process

Please be aware that the guidance material in Any snagging items identified during this
this section, should be reviewed in conjunction inspection shall be rectified by you and a second
with the latest versions of ‘Sewers for Scotland’ inspection scheduled with us to check
and Water for Scotland’. compliance.
On occasions a charge may be applied for any

6.1 Issue of a Pumping Station additional site inspections required to check that
Operational Certificate – what is the snagging items have been addressed. It is
required? strongly recommended that all snagging items
are resolved before requesting a further
This section is only applicable if your
inspection.
development includes a new or upgraded
pumping station.
Once all the snagging items have been
satisfactorily rectified, the pumping station will
Once the mechanical and electrical
be commissioned by our appointed consultant
equipment has been fully installed in the
and an Operational Certificate issued.
pumping station and prior to the first live
connection to/from a property, you should
The issuing of the Operational Certificate
submit the following information to us for
indicates that, at the time it was inspected, the
review and approval:
pumping station was fully compliant with the
• An Operation and Maintenance (O&M) relevant legislation and specifications. The
Manual in a format that complies with our station must be operated and maintained on
standard template for an O&M Manual; your behalf by your contractor until a Completion
• Details of the contractor employed to Certificate is issued and the Defects Liability
operate and maintain the pumping station Period starts.
on your behalf until a Completion Certificate
is issued. This shall include details of the During this period, your contractor shall submit
proposed operating and maintenance regime regular reports to us, providing details of the
to be implemented (e.g. planned condition of the station and equipment as well
maintenance activities, frequency of visits, as information relating to its operation.
etc.). The contractor will be responsible
for reacting to telemetry alarm signals and The frequency of the reports (e.g. monthly,
must therefore be available 24 hours a day, quarterly) shall be agreed with us prior to the
365 days a year. issue of the Operational Certificate. A list of
items that should be included in the routine
Once the O&M Manual and the proposed operational and maintenance inspections, and
operating and maintenance regime have been then subsequently included in the reports to us,
approved, the station shall be inspected by an can be found in Appendix F.
appointed mechanical and electrical consultant
to check that the installation is fully compliant Details of all unplanned and emergency visits
with all relevant legislation and specifications. and subsequent repair/replacement works shall
also be included in these reports.
17
6.2 Completion certificate The date of issue of the Completion Certificate

is the start date for the Defects Liability Period.
You can apply for a Completion Certificate once
the water mains, foul sewers, surface water
6.3 Defects liability period
drainage, sustainable urban drainage (SUD)
system and pumping station (if applicable) The Defects Liability Period starts when a
serving the development have been Completion Certificate is issued to you.
constructed, tested and inspected to standards
set out in the latest versions of ‘Water for The Defects Liability Period is a minimum of
Scotland’ and ‘Sewers for Scotland’. 12 months or until the last house is connected
to the water network, whichever is longer.
You should also refer to these texts for details of
the information to be submitted with the During this period we will operate and maintain
application for a Completion Certificate. A list of the infrastructure. It is our opportunity to assess
the necessary information is also shown as a the performance of the infrastructure and
checklist on the Completion Certificate, and workmanship, against the design criteria and
blank copies of each type of certificate are specifications.
included in Appendix F for reference.
You remain responsible for all operation,
One Completion Certificate will be issued for maintenance and repair costs for the duration
the water mains and another issued to cover the of the Defects Liability Period. Should you fail
wastewater elements (foul sewers, surface water to carry out repairs within an agreed period of
drainage, SUD system and pumping station). time, we will carry out the work and recover the
costs from you. Details of these costs are
These will not be issued until all the relevant available upon request.
documentation has been submitted to us,
checked and approved. During the final two months of the Defects
Liability Period, the SUD systems that are to be
If your development includes a new or upgraded vested with us will be fully de-silted. We have
pumping station, another inspection will be the power to inspect any SUD system prior to
arranged to check that the station has been the asset being vested.
satisfactorily operated and maintained since the
Operational Certificate was issued. Any
snagging items must be addressed to our
satisfaction and training must be provided for
our operatives before a Completion Certificate
will be issued. This training must focus on the
maintenance and operation of Pumping
Stations.
18
6.4 Transfer certificate 6.5 Exceptions to the vesting process

During the final 3 months of the Defects Liability For multi-phase developments with extended
Period you can apply for a Transfer Certificate to construction programmes it may be possible
vest the infrastructure with us. to enter into an agreement with us to vest a
pumping station before the last house is
Please refer to the latest editions of ‘Water for connected. However, the following points
Scotland’ and ‘Sewers for Scotland’ for details of should be noted:
the information which should be submitted with
• If the station is vested with us before the
the application for a Transfer Certificate. A list of
development is completed, then we will not
the necessary information is also shown as a
guarantee that capacity in the wet well and
checklist on the Transfer Certificate.
rising main will remain available for
completion of the development. We cannot
One Transfer Certificate will be issued for the
reserve capacity in our assets and other
water mains and another issued to cover the
developments may be given approval to
wastewater elements (foul sewers, surface water
connect to the station. If this occurs, you may
drainage, SUD system and pumping station).
be asked to fund any necessary upgrades.
You may therefore wish to retain ownership
No Certificate will be issued until all the relevant
of the station until the development is
documentation has been submitted to us,
completed to eliminate this risk. In that case,
checked and approved.
the vesting process described in Clauses 6.1
to 6.4 will apply.
If the development includes a new or upgraded
• If the station is vested with us before the
pumping station we will check that there are no
development is completed, then the risk of
outstanding problems and to ensure all costs
damage to the station and upstream
have been paid. Once satisfied we will initiate
infrastructure due to construction debris from
the transfer of the electricity account to our
the development is high. You will be required
preferred supplier.
to enter into an agreement to fund all
repair/remediation/replacement works
You are responsible for transferring the
caused as a result of debris entering into the
telephone account, to our preferred supplier
system whilst the development is ongoing.
and for the SEPA discharge licence for the
emergency overflow, if applicable. The title
deed for the pumping station site compound
and access route shall also be transferred by
you, at your expense, to our ownership. Once
the electricity and telephony accounts,
discharge licence and land title have been
transferred, a Transfer Certificate will be issued.
19
7. Costs, charges and financial

contribution
7.1 Our scheme of charges A separate charge is levied for each of the
services (water and waste water). Details of the
Each April we publish a Scheme of Charges
charge are provided in our current Scheme of
agreed with the Water Industry Commission
Charges.
(WIC) covering charges associated with site
servicing.
Where applicable, this infrastructure charge will
be requested when your application forms are
Should your request for connection overlap with
submitted, e.g. for construction of new mains or
any changes to the Scheme of Charges, and you
sewers or connections to our existing
have not been issued with a quote for all
infrastructure.
connections, including a request for payment,
you will be quoted on the Scheme of Charges
current at that time.
7.3 Payment of charges and fees
These charges include: For payment of fees regarding sewer
connections, we expect full payment with the
• Connection costs;
application form at time of submission.
• Infrastructure Charges;
• Connection charges and inspection fees;
Should incorrect payment be received we will
• Building water charges to be confirmed via
calculate the correct figure and advise.
Licensed Provider – please see Section 10
• Charges for the provision of record drawings.
Please note – no application will proceed
without full and correct payment.
Copies of our current Scheme of Charges are
available on request at
For water connections, an advance request
www.scottishwater.co.uk or by calling the
for payment of fees is issued at the time the
Customer Helpline on 0800 0778778.
application for connection is approved.
• The value of the request for non-standard

7.2 Infrastructure charge connections is based on our estimate of the
costs involved. Costs will be reconciled
All new properties connecting to our mains and
following completion of the work;
sewers increase the general load on the system,
• Standard connections are single payments
i.e. water and waste water pipe network. In order
based on a Scheme of Charges. Payment
to fund general reinforcement of the water and
should be made within 28 working days of
waste water system, all new domestic properties
receipt of the advance payment request, and
connecting to the system are required to pay an
prior to requesting your track inspection.
infrastructure charge.
20
7.4 Our financial contributions 7.5 Infrastructure eligible for a

– regulations for reasonable cost reasonable cost contribution
To ensure our Customers fully understand the The Regulations clarify how the costs of different
terms of reasonable cost, we have provided elements of each new connection are shared
some background regarding the legislation. between our Customers and us.
Under the Water (Scotland) Act 1980 and the Table 7.1 sets out the elements of a new
Sewerage (Scotland) Act 1968 we are obliged to connection which are eligible for a reasonable
take our water mains and sewers to a point that cost contribution.
allows connection to our networks if practicable
Eligible for reasonable cost contribution (yes or no)
at reasonable cost.
Infrastructure parts: both Domestic Non-domestic
water and waste water connections connections
In accordance with the Water Industry (Scotland)
Act 2002, Scottish Water is required to meet the Part 1 No No
costs Part 2 Yes Yes

of providing strategic capacity required for new
Part 3 Yes Yes
developments (Part 4 infrastructure) and
Customers are required to meet the costs of
providing additional local capacity (Part 2 and 3 The costs associated with all new Part 1
infrastructure), subject to a reasonable cost infrastructure are the sole responsibility of the
contribution from Scottish Water. Customer.
The Provision of Water and Sewerage Services Extensions or upgrades to the Part 2 or Part 3
(Reasonable Cost) (Scotland) Regulations 2006 elements of the existing water and wastewater
determine what that reasonable cost networks will be funded by the Customers,
contribution should be, by specifying what subject to a contribution from us, to take account
matters are to be taken into, or left out of, of the future income that will be received from
account in calculating the contribution and also the new connection. A contribution is available
by specifying the method of calculation. for all new connections whether a new
development or a first time connection to an
To fund the costs incurred in complying with existing property. However, it is not available for
the Regulations outlined above, an allowance the adoption of existing private assets or for the
has been included by the Water Industry upgrading of existing private infrastructure to
Commission when determining Scottish Water’s adoptable standards.
scheme of charges for general Customers.
The level of the reasonable cost contribution is
determined by the Regulations and depends on
the number and type of properties being
connected and the charges in place at the time
of connections.
21
The Regulations detail the basis on which the 7.7 Conditions for payment of
maximum contribution that Scottish Water will contributions
make is calculated.
Contributions made by us are funded through
general Customer charges. Consequently,
The value of the maximum contribution for new
contributions will only be paid when the work
domestic sewerage and water connections is
required to accommodate a new connection is
published annually and is available on our
complete and the new infrastructure is able to
website.
generate income for us. This will reduce the risk
that we incur costs without any financial return.
We are required to contribute either the
maximum contribution or those costs reasonably
Further criteria, by type of development,
and necessarily incurred to provide any Part 2 or
are outlined below:
Part 3 infrastructure needed to accommodate
the connection, whichever is lower. Customers • For domestic properties, a habitation
are responsible for funding any costs over and certificate is required before a contribution
above the reasonable cost limit. will be considered for payment;
• For multi-property developments, we can pay
We will make a reasonable cost contribution to a proportion of the reasonable cost
the Customer that is carrying out the work contribution at the end of each phase based
required for the new connection or will, in the on the number of properties with habitation
case of water connections, undertake the work certificates completed in that phase;
on behalf of the Customer. • A contribution payment will be made for a
minimum of five properties or for a whole
The cost and programming of any work development, if it is less than five properties;
associated with extending or upgrading the Part • For non-domestic properties, we will pay a
4 elements of the network are the responsibility contribution when the development has
of Scottish Water. been completed and a water meter has been
installed;
• Payments will be based on the original
7.6 Definition of reasonable cost for information supplied by the Customer at the
non-domestic properties time of application, except where the
development is smaller than projected at the
Our policy for non–domestic contributions is
time of application. In the latter case, the
based on the same principles used to calculate
payment will be made based on the
reasonable cost for domestic properties.
projected income from the metered premises
Scottish Water will contribute whichever is the
within the development.
lower, of the actual cost of the connection or the
amount calculated as reasonable cost under
Our offer of financial contribution will apply
Scottish Water’s policy for a new water or waste
separately to water and waste water connections.
water connection.
Customers cannot use an allowance granted for
water connections for waste water connections
and vice versa. Water and waste water
contributions will be considered as two separate
payments.
22
No more than one payment will be made for a Use of these standard rates for all
development in a financial year. developments ensures that a consistent
approach is adopted for assessing new
In addition to the criteria described above, we infrastructure.
may require the Customer to demonstrate that
2. The cost of provision of site infrastructure is
the new infrastructure has been installed to an
deemed to include the installation of the
acceptable standard. This will reduce the risk
works plus the costs incurred by us in relation
that contributions are paid for infrastructure that
to the connection, such as giving design
does not comply with the relevant specifications
approval, inspecting and testing the
for vesting.
installation. Scottish Water’s fee for this work
is currently 8% of the valuation as calculated
We are currently reviewing the process for paying
using the Schedule of Rates.
contributions for large sites which are to be
developed by more than one Customer. Often on 3. Where the Valuation of the Works, including
these types of site, the Part 3 extensions or Scottish Water’s fee, is less than or equal to
upgrades and part of the Part 2 works are the maximum allowable contribution per
installed by the initial Customer. The individual property, then the Customer will be
development sites are then sold as serviced plots reimbursed the full amount of the valuation.
to other Customers. A mechanism is required to 4. Where the Valuation of the Works, including
pay a contribution for the work carried out by the Scottish Water’s fee, exceeds the maximum
initial Customer. Once the process has been allowable contribution per property, then the
confirmed it will be available on our website, Customer will be reimbursed only the
within a revised version of this Customer Guide. maximum contribution, minus Scottish
Water’s costs, as outlined in point 2 which
references the 8% fee.
7.8 Contribution arrangements
5. Once an offer of contribution has been
For eligible sites in accordance with the made by Scottish Water, the Customer will
Regulations, we are required to contribute either have a period of five years to claim
the cost of any works required to accommodate reasonable cost contributions. After five
the connection, or the maximum contribution, years the offer will expire. To make a claim,
whichever is lower. Customers are advised to apply to us in
writing, at the following address:
The arrangements relating to contribution
Development Operations
payments are as follows:
Scottish Water
1. An assessment of the cost of the works The Bridge,
required to accommodate the connection is Buchanan Gate Business Park,
carried out by us. This assessment is called a Cumbernauld Road,
Valuation of the Works and is calculated Stepps, G33 6FB
using a Schedule of Rates (available from
6. For water and waste water infrastructure,
www.scottishwater.co.uk or by calling the
we will retain a sum from the contribution
Customer Helpline on 0800 0778778). There
payment due to the Customer until a Transfer
is a Schedule of Rates for water infrastructure
Certificate is issued and the infrastructure is
and another for wastewater infrastructure.
vested.
23
8. Legal and procedural issues

Within this section we have provided additional The specific details at this time are outlined
explanation in reference to several legal and below:
procedural details, which will ensure that you are
1. Preliminary enquiry: where a Customer
informed regarding the validity periods of offers,
requests details of availability of capacity
permits, and legal documents to be obtained.
within the existing infrastructure prior to
If you require any further clarification of the
obtaining planning consent or technical
details noted, please contact the Customer
approval, no guarantee will be given that any
Connections department, or a member of our
current capacity will remain available by the
team who will be dealing with your
time of the development. The assessment
development.
will be based on the network capability that
exists at the time, including any agreed
connections.
8.1 Land ownership issues
2. Customer-led Water or Waste Network
It is your responsibility to obtain authorisation
Impact Assessment (DIA): where a
from us to serve statutory notices to cross
Customer funds a DIA and agrees to fund
private land owned by third parties; or,
upgrading work of existing infrastructure,
exceptionally, with our consent, a deed of
capacity will be reserved for the period,
servitude for this purpose.
which shall not be longer than 5 years,
Design approval from us does not negate in any
specified in the contribution agreement.
way your responsibility in this respect.
Prior to the issue of technical approval, the
level of capacity to be reserved will be
8.2 Reservation of capacities and agreed between the Customer and us in
timescales accordance with our current policy.
We will, by agreement, offer permits to connect 3. Technical approval: where technical approval
to the public waste water and water network with of a scheme has been granted, capacity
conditions relating to the timing and phasing of within the existing infrastructure will be
the development. Provided you adhere to these reserved for the period stated or for 5 years
time conditions, the agreed connection will be from the date of issue of the technical
held for the sole benefit of the Customer named approval, whichever is earlier. Reimbursement
on the permit. agreements will either be issued along with
technical approval or will have a
commencement date which is the same as
the date of issue of technical approval.
Technical approval will not be issued before
relevant detailed planning permission has
been granted.
4. Sewer connections: where sewer connection
permits are issued for properties not
included in any of the above, the right to
connect will last for the period stated in the
permit or for a period of 2 years, whichever is
24
the shorter. Permits will be subject to the

same conditions as technical approval, i.e.,
full planning permission, etc. should be
obtained prior to issue of the permit.
In all cases it will be made clear that in the event

of any other party obtaining, by judicial review,
court action or otherwise, an order, decree or
ruling requiring that we release any part of the
capacity reserved or allocated to the
development, the level of reserved capacity may
require to be reduced by the amount to be
released without compensation being due to
the Customer.
Any capacity reserved will relate to a specific

area of land and may not be transferred other
than with ownership of that area of land. Should
a Customer choose to transfer ownership, the
period of reservation of capacity, will continue to
run from the original date of technical approval.
Where technical approval is amended, the 5

year period will continue to run from the issue
of the original technical approval.
Note: Refer to the latest versions of ‘Water

for Scotland’ and ‘Sewers for Scotland’ which
are technical guidance documents for details
relating to construction standards.
25
9. Customer appeals and

complaints procedure
9.1 Complaints about our service We maintain a record of all complaints and
report these to the Industry Regulator, the Water
If you are a Non-Domestic Customer and have
Industry Commission for Scotland.
a complaint about the service you have received
from Scottish Water please contact your
9.2 Complaints to Waterwatch
Licensed Provider, who will be able to take up
Scotland
your concerns on your behalf.
Waterwatch Scotland is a national organisation
If a Licensed Provider wishes to complain about with powers to deal with complaints against us
water or waste water services provided by and make statutory recommendations in respect
Scottish Water, they should reference Process 17 of Scotland's water industry.
of the Operational Code. For more information
regarding non-domestic connections please go If you are not satisfied with our service, you can
to Section 10. contact Waterwatch Scotland on 0845 850 3344
or visit their website www.waterwatchscotland.org.
If you are undertaking a self-build project, and Please note that you should attempt to resolve
have a complaint about the service you have your concerns through Scottish Water, before
received, and have attempted to resolve your contacting Waterwatch to take that forward.
concerns through the Scottish Water
department concerned, there is a formal process They will assess any complaint or concern and
that you can follow. if they are in a position to assist, they will forward
your concern to our Customer Relations
Contact our Customer Helpline on 0800 department for attention.
0778778, and the Customer Advisor will pass
the complaint or enquiry to our Customer
Relations team for review. Customer Relations 9.3 Further appeals procedure
will refer this complaint to the Customer If you are dissatisfied with the way your
Connections department for response and complaint has been dealt with by Waterwatch,
resolution, within a designated time frame. you can contact the Scottish Public Services
Ombudsman (SPSO); however, SPSO cannot
Our Customer Relations team will respond to question the merits of a decision made by
you with the results of this review as quickly as Waterwatch Scotland if the decision has been
possible, and will ensure that you receive a clear made using the correct procedure, following due
and comprehensive response to your concerns. process and in line with regulations/legislation.
If the complaint is written, e-mailed or faxed, we
will respond within Guaranteed Standard times. If you wish to appeal to the Scottish Government
you should obtain their ‘Guide to Appeals’
leaflet via the website www.scotland.gov.uk. In
some cases, a Sheriff will decide an appeal. If
you have any queries, please contact ourselves
or the Water Industry Commission for Scotland
(WIC) for more details.
26
10. Non-domestic connections

and building water
10.1 Background Details of all Providers who are licensed by the
Water Industry Commission and are able to
Under the Water Services (Scotland) Act 2005
provide services to Non-Domestic Customers,
and the opening of the Scottish water market to
can be found on the following website at
competition, the supply of water and waste
www.scotlandontap.gov.uk.
water services to Non-Domestic Customers is
now provided through Licensed Providers.
Non-Domestic Customers may choose the As a quick reference, please see the table below
Licensed Provider they wish to provide these when considering a new connection to our
services. We are now the wholesale supplier of networks:
water and waste water services to Licensed
Type of connection Who to apply to
Providers. We therefore no longer have a direct
relationship with Non-Domestic Customers for Licensed Scottish
provider Water
retail services.
Non-domestic 9
This means that if your site requires non- Domestic 9

domestic connections, there are new processes
Domestic and non-domestic Application Application
to be followed. – mixed use developments needs to needs to
Non-Domestic Customers are defined as be split be split
Customers involved in the construction of non- Building water (construction 9
domestic properties e.g. commercial/industrial of commercial/industrial
projects and domestic
properties or the end-user of water, waste water
housing developments with
or trade effluent services in a non-domestic the exception of self builds)
property. Non-Domestic Customers now require
to appoint a Licensed Provider to act on their Once selected, the Licensed Provider will
behalf for all aspects of water and waste water advise on how to proceed with the application.
services, including new connections. It is important to note that only your Licensed
As a Non-Domestic Customer you can choose Provider can make an application for non-
which Licensed Provider supplies your water and domestic connections on your behalf.
waste water services, including all new
connections supplying non-domestic properties
and all building water supplies (with the
exception of self-builds).
At the initial stages of a Development enquiry, a

Non-Domestic Customer can liaise with us
directly when assessing the initial capacity
available for any proposed connection(s). Please
refer to Section 3 of this guide for further
guidance. Any subsequent formal application to
connect must be directed through your chosen
Licensed Provider.
27
10.2 The operational code 10.4 Trade effluent building site

The Operational Code is the formal market
pollution
document which sets out the operational co- Work that is not properly planned or supervised
ordination arrangements between us and can result in damage to services and water
Licensed Providers in connection with the pollution. This can lead to liability for
provision of Water and Sewerage Services. It remediation and any clean-up costs, as well as
outlines Scottish Water and Licensed Provider prosecution and heavy fines.
responsibilities when processing non-domestic
applications for connection. To provide improved guidance for our
Customers, leaflets are available through our
website to help companies prevent pollution
The Operational Code can be viewed on our
and comply with the law, and should be read by
website. Your Licensed Provider should advise
company managers, site supervisors and all site
exactly how the Operational Code rules and
staff.
processes affect you.
Outlined below are some of the dangers to

be aware of.
10.3 General design and installation
responsibilities
The construction industry can cause
As a Non-Domestic Customer, you or your pollution from:
consultant will still remain responsible for
providing appropriate design proposals, and • leaks or spillages of substances used on site,
such as fuels, oils, chemicals, silt, cement,
supporting documentation, to your chosen
and so on;
Licensed Provider for submission to us.
• rupture of pipelines that run through or
In addition, you are responsible for the
nearby the site, such as water supply,
installation of infrastructure to Scottish Water
drainage, gas or oil;
standards. More detailed information is available
• thoughtless disposal of waste materials;
within Sections 4 & 5 of the guide.
• wash down of vehicles, plant and equipment
without using a properly constructed wash
bay;
• contamination of water supply, sewers,
groundwater or watercourses that run
through or nearby the site.
Prevention requires that Customers follow good

working procedures before, during and after the
actual work period.
For more information regarding Trade Effluent,

please reference our website.
28
10.5 Completion and adoption 10.7 Appeals and complaints

process (relating to new The new rules of the market mean that Non-
infrastructure) Domestic Customers should contact their
As with the previous processes, all notification Licensed Provider in the first instance with any
of completion of construction work should be enquiries or complaints regarding the service
directed through your Licensed Provider. We will provided by Scottish Water.
then issue a completion certificate in line with
section 6 of this guide. Licensed Providers then contact us through the
Wholesale Service Desk. If Non-Domestic
The Non-Domestic Customer remains Customers contact us directly to make an
responsible for repair and maintenance during enquiry or complaint about an application for
defects liability of the infrastructure in line with connection which is in progress, they will be
section 6 of this guide. At the end of the defects asked to contact their Licensed Provider.
period it is the responsibility of the Non-
Domestic Customer to approach Scottish Water We will respond with the results of any review in
to request formal adoption of the new accordance with section 9 of this guide.
infrastructure. This process will align with the
process as stated in section 6 of this guide.
10.6 Costs, charges and financial

contribution
Non-Domestic Customers will be invoiced
directly by their Licensed Provider.
Reasonable Cost Contribution (RCC) will be

available for facilitated connection sites, where
eligible, in line with section 7 of this guide.
Payments of Reasonable Cost Contribution will
be made directly to the Non-Domestic Customer
from us as and when appropriate documentation
is received from the Licensed Provider.
29
Appendix A: Glossary of terms

A list of common terms is provided First Time Provision: Connections from existing
for assistance to ensure our properties to our network which currently have
Customers understand many of the private water supplies or sewage treatment.
technical references used. Non-Standard Connection: Water connections
Adoption: Once assets e.g. sewers and mains greater than 32mm diameter.
are constructed, and if Scottish Water has made Pumping Station: A piece of infrastructure that
an offer to adopt the asset, then the responsibility is utilised to propel water or waste through
for ownership, operation and maintenance of water or waste Part 2 or 3 infrastructure, where
the assets is transferred to Scottish Water. the natural gradient doesn’t facilitate this.
Building water: Water used for the purposes of Quality Control Advisor (QCA): Member of the
building work. Customer Connections team who inspects water
Communication pipe: Defined as where any and waste water assets to ensure they meet
premises supplied with water abuts on the part required standards.
of the road where the main is laid. The portion Reasonable Cost Contribution (RCC): Financial
of the service pipe as lies between the main and term for a contribution made to the Customer in
the stopcock, where the stopcock is placed as line with Scottish Government legislation.
near the boundary of the road as is reasonably
practicable. This portion of the service pipe will Scottish Water: Water and sewerage undertaker
be adopted by Scottish Water. in Scotland established by the Water Industry
(Scotland) Act 2002. Scottish Water is the sole
Conditional Connections: Connection that can undertaker for the provision of the public water
be made to our existing networks; water and and waste water services in Scotland.
wastewater, only following upgrading and
reinforcement of our existing networks. Sewage/Waste Water: As defined by the
Sewerage Scotland Act 1968. It includes all foul
Curtilage: The ground associated with a flows from a property and all surface water that
building which has a use associated with the falls on roof areas and hard-standing within the
building e.g. gardens, ground and car parks. curtilage of a property and is also commonly
Customer: An individual or company involved referred to as waste water.
with the development of housing and Sewer: Generally greater than 150mm in
industrial/commercial development. diameter for the transportation of waste water
Development: The alteration or construction of from more than one property.
new premises or properties requiring provision Sewer Connection: Generally a pipe that drains
of new water and waste water services. a single property. A sewer connection or drain
Development Impact Assessment (DIA): generally remains private up to the boundary or
An engineering assessment of the impact of the curtilage of that private property or to the point
development on our existing assets. It will it joins up with the drain from another property.
identify any mitigating measures required to At this point it becomes our responsibility. In
allow the development to proceed. flatted developments it can serve more than a
single property without being defined as a
sewer.
30
Self Lay Organisation (SLO): A contractor or The other part of the connection is the
other similar organisation accredited by Scottish communication pipe that runs from the
Water to lay water mains and connections on property’s external stop tap to the mains water
behalf of Customers. network in the street. We are responsible for
maintaining this element of the connection.
Standard Connection: A water connection of
32mm diameter or smaller, normally installed Water Industry Commission (WIC): is a
under pressure through tapping of an existing non-departmental public body with statutory
live main. responsibilities. Their goal is to manage an
effective regulatory framework which
SUDS: a sustainable urban drainage system,
encourages the Scottish water industry to
which:
provide a high-quality service and value for
(a) facilitates attenuation, settlement or money to Customers.
treatment of surface water from two or more
Water Infrastructure: All mains, communication
premises (whether or not together with road
pipes, water treatment and other similar works,
water) and
pumping stations for the treatment and
(b) includes one or more of the following: inlet
distribution of water.
structures, outlet structures, swales,
constructed wetlands, ponds, filter trenches, Water Main: Pipe for the purpose of
attenuation tanks and detention basins transporting water to a number of properties,
(together with any associated pipes and generally of a diameter greater than 32mm.
equipment). Water mains may be public or private.
Supply Pipe: The section of a water service Water Service Pipe: Any pipe for supplying
pipe that is not a communication pipe. The water from a main to any premises as is subject
supply pipe remains the responsibility of the to pressure from that main, or would be so
Customer. subject to the opening of a tap.
Unconditional Connection: Connection that Waste Water Infrastructure/Sewerage:
can be made to our existing networks; Water All pipes, SUDs systems, pumping stations and
and Wastewater without the need for any treatment works and similar infrastructure for the
upgrading or reinforcement of our existing collection, transportation and treatment and
networks. disposal of sewage (waste water).
Waste Water/Sewage: As defined by the Waste/Water Network Impact Assessment
Sewerage Scotland Act 1968. It includes all foul (DIA): An engineering assessment of the impact
flows from a property and all surface water that of the development on our existing assets. It will
falls on roof areas and hard-standing within the identify any mitigating measures required to
curtilage of a property and is also commonly allow the development to proceed.
referred to as waste water.
Water Connections: Generally described as
the service pipe serving a single property. The
pipe remains private up to the boundary of
the property and the Customer is responsible
for maintaining this element of the connection.
31
Appendix B: process diagrams

Feasibility stage: applying to construct new water and waste water
connections or site infrastructure
CUSTOMER/RETAILER SCOTTISH WATER
1. Customer contacts Scottish TIMESCALES

Water to confirm feasibility of the 2. Is there sufficient capacity in the NO
proposed connection. Developer existing water or sewerage system
submits application to Scottish to accept the new development?
Water along with DA form.
YES
5. Advise
3. Ask Customer Customer of
4. Does Customer wish to
if he wishes to conditions that
proceed at this point in time
proceed with the may apply to
NO with development.
development. an offer of
connection.
MAXIMUM
60 DAYS
YES ASSUMING
GO TO STEP 12 NO
RESUBMISSI
ONS
YES 6. Does Customer require a DIA

7. Customer to inform Scottish Water
to be carried out to determine
NO that a DIA is to be carried out.
network issues.
YES
END OF 8. Agreement sought to

PROCESS undertake DIA.
9. Complete agreement and

send to Scottish Water.
10. Conduct DIA and inform

Customer of any requirements to
upgrade the existing local network AS PER
of sewers and water mains. AGREEMENT
NO
11. Does Customer want to
proceed with application?
YES
13. Refer to appropriate process

12. Provide Customer with
map in this section that outlines
application forms for a water or
the process for DWD1, DSD1,
waste water connection.
DWC1, DWC2.
32
a) Obtaining new water and waste water services: applying to construct

new sewer connections (part 1 assets)
For details relating to the feasibility stage, refer to the process map feasibility stage:
applying to construct new water and waste water connections or site infrastructure.
Formally applying for 2. Customer submits application,

YES designs and construction
a connection 1. Have capacity issues been proposals, together with admin fee,
3. Scottish Water logs application
and issues an acknowledgement
defined and resolved? for proposed sewer connections to
The process shown here is specific of receipt to Customer.
be developed. Application form
to the application to construct
DSC1 must be submitted.
new site connections to serve a NO
public sewer. The application
form to use in the development NO RETURN TO
of new waste water infrastructure GO TO STEP 1 OF THE 4. Does the application meet DEVELOPER
is form DSC1. FEASIBILITY STAGE Scottish Water’s requirements? WITH
FURTHER
YES INSTRUCTION
6. Customer’s contractor 5. Issue permit to connect.

undertakes work on site.
7. Customer’s contractor
undertakes work on site.
8. Once site work complete, notify

9. Arrange with Customer to
Scottish Water to request a site
undertake a site inspection.
inspection of work undertaken.
10. Has all work undertaken by the

NO Customer been undertaken in
11. Undertake repairs and upgrade.
accordance with Scottish Water’s
requirements?
YE
S
12. Send completion certificate

to Customer.
13. Scottish Water adopts END OF

infrastructure. PROCESS
33
b) Obtaining new water and waste water services: applying to construct

new site connections to an existing water main (part 1 assets)

a connection 1. Have capacity issues been proposals (if applicable), together
defined and resolved? with admin fee, for proposed
The process shown here is specific of receipt to Customer.
water connections to be
developed. Application form
DWC1 must be submitted.
public water main. The application
form to use in the development
GO TO STEP 1 OF THE 4. Scottish Water will make
of new is form DWC1.
FEASIBILITY STAGE assessments of the work required
All connection work undertaken by the Customer.
on the existing water infrastructure
must be undertaken by Scottish
Water.
5. Customer will be provided with
a quote or connection offer for
the work to be undertaken.
NO
END OF 6. Proceed with work on new
PROCESS connections?
YES
7. Send advance payment to Scottish

Water for work they will undertake.
8. Customer to complete private

plumbing for new connections.
9. For non-standard connections

only, ensure that satisfactory
pressure testing and disinfection
of the private main has taken place.
10. Advise Scottish Water when

ready for final connections.
11. For non-standard connections

only, make sure that Scottish Water
has been provided with the site
12. Scottish Water to inspect
programme to ensure that the final
Customer’s private plumbing to
connection to be undertaken by
ensure compliance with existing
Scottish Water can be made within
Water Byelaws.
14 days of a successful
bacteriological sample following
disinfection of the private main.
14. Undertake work on plumbing NO 13. Does Customer’s private

to ensure compliance with current plumbing to ensure compliance
Water Byelaws. Go to step 9. with existing Water Byelaws.
YES
15. Scottish Water’s contractor

will undertake the final connection
or ‘tapping’ of the Part 1
infrastructure to the existing main
and inform the Customer before
attending the site to do so.

34
c) Obtaining new water and waste water services: applying to construct

new waste water infrastructure (part 2 and part 3 infrastructure)

a connection 1. Have capacity issues been proposal (if applicable) for
defined and resolved? propose waste water network to
The process shown here is of receipt to Customer.
specific to the application to
DSD1 must be submitted.
construct new sewers to serve a NO
development. The application
form to use in the development
of new waste water infrastructure GO TO STEP 1 OF THE 4. Does the application meet
is form DSD1. FEASIBILITY STAGE Scottish Water’s requirements?
NO YES
7. Customer resubmits amended 6. Advise Customer of 5. Issue:

application/designs. amendments required. 1) Approval letter.
2) Advance payment request for
administration, inspection and
building water charges.
3) An offer of our financial
contribution under policy of
reasonable cost.
4) Instructions on submission of the
Customers construction
programme.
5) Scottish Water’s contact details
for site audits.
6) Permission to connect new waste
water infrastructure to existing
waste water infrastructure.
8. Return signed agreement

together with inspection fees.
9. Notify Scottish Water of start

10. Note details of construction
date of construction programme
programme.
for self-lay of new sewers.
10. Start construction work on

new sewers.
11. Complete construction 12. Scottish Water conducts final

programme for self-lay of new inspections (including those of
sewers and notify Scottish Water individual plots) and notifies
of completion. Customer must Customer of outcome.
also notify Scottish Water of the
individual plot connections.
14. At the end of the 12 month

defect liability period, Customer
should inform Scottish Water that 13. Scottish Water sends
infrastructure is ready for adoption. completion certificate.
Refer to guidance document for
details of the process.
15. Customer applies in writing 16. Scottish Water issues financial

for a financial contribution. contribution to Customer.

35
d) Obtaining new water and waste water services: applying to construct

new water infrastructure (part 2 and part 3 infrastructure)

a connection 1. Have capacity issues been proposal, together with admin
defined and resolved? fee, for proposed water mains to
The process shown here is specific of receipt to Developer.
DWD1 form must be submitted.
public water main.The application
form to use in the development NO
of new water infrastructure is form GO TO STEP 1 OF THE 5. Return to Developer with 4. Does the application meet
DWD1 form – ‘Application for FEASIBILITY STAGE further instruction. Scottish Water’s requirements?
new water mains to serve housing YES
and industrial/commercial
developments’. 6. Issue:
1) Approval letter.
2) Advance payment request for administration, inspection and
7. Before commencing on site building water charges.
the Customer must return an 3) An offer of our financial contribution under policy of reasonable cost.
agreement and notify Scottish 4) Instructions on submission of the Developers construction
Water of the site program and programme.
name of SLO. 5) Scottish Water’s contact details for site audits.
6) Permission to connect new waste water infrastructure to existing
waste water infrastructure.
8. Customer’s SLO constructs
water mains on site.
9. Customer applies for a ‘tie-in’

connection for the site main (refer
10. Receive application for tie-in.
to form DWC2 application for a self
Is application for tie-in complete?
-lay tie-in), enclosing apayment of
building water and inspection fees. YES
NO 11. Scottish Water will issue a VAT

12. Advise Customer of corrections receipt and a schedule of work
required to application for tie-in. order references for the Customer’s
individual plot connections.
13. Arrange for pressure testing
and disinfection of the site main.
14. Notify Scottish Water when 15. Scottish Water will tie-in and
pass results on both pressure test commission the Developer’s site
and bacteriological samples are main.
received.
14 DAYS
16. the Customer must arrange

with his SLO to undertake the
individual plot connections on 17. Scottish Water will audit the
site and contact Scottish Water to individual plot connections.
audit the individuals connections.
18. Customer must notify Scottish

Water that the site is complete.
19. Customer will notify Scottish 20. Scottish Water sends

Water at the end of the maintenance completion certificate. Scottish
period and submit the drawings of Water will confirm that the
the water main ‘as built’. construction is satisfactory.
21. At the end of the 12 month

defect liability period, Customer
should inform Scottish Water that
infrastructure is ready for adoption.
Refer to guidance document for
details of the process.
22. Scottish Water will issue a transfer
certificate and adopt infrastructure.
23. Scottish Water issues financial END OF

contribution to Developer. PROCESS
36
Appendix C: Responsibilities for

water and waste water assets
Figure 2: Responsibilities for water and waste water infrastructure
L N
drain
D
boundary C
of premises
supply pipe
(water)
E H
B
stopcock
or meter A
J
F K M
road/pavement
boundary
G
I
Table 1: Responsibilities for water and waste water assets
Reference in diagram Ownership and maintenance

responsibility
A-B Communication pipe (part 1 infrastructure) Scottish Water
Stopcock or meter Scottish Water
B-C Supply pipe (part 1) Property owner
Internal plumbing Property owner
G-H New water main (part 2) Scottish Water
M-N Local existing mains (also includes water service reservoirs pumping stations Scottish Water
not included in this diagram) (local) (part 3)
D-E Private drain (part 1 infrastructure) Property owner
E-F Lateral sewer (part 1) Scottish Water
I-J Waste water (new sewer) (part 2) Scottish Water
L-K Local existing sewers, waste water pumping stations, some SUDS (part 3) Scottish Water
Note: A supply pipe laid over third party ground is the responsibility of the property owner.
37
Appendix D: Our duties under

current legislation
Our main duties and responsibilities are defined Water Industry (Scotland) Act 2002 (WISA2002)
by acts of Parliament and secondary legislation. The 2002 Act provides for the establishment of
For any specific query relating to our governing Scottish Water as the successor to the three
legislation, Customers are advised to consult water and waste water authorities. The Act also
with qualified professionals. provides for changes to the representation of
the interests of water Customers to take account
For your assistance, some of our duties are of Scottish Water and the creation of a Drinking
explained as follows: Water Quality Regulator in respect of water
supplied by Scottish Water and private water
The Water Scotland (Act) 1980 (WA1980) and supplies.
the Sewerage (Scotland) Act 1968 (SSA1968)
These Acts place duties on us to take its water Duties under current legislation continued
mains and sewers to a point that will enable
Customers to connect to our networks at The Water Services (Scotland) Act 2005
reasonable cost to the Customer. The Acts only This Act confirms Scottish Water as the single
require us to make a connection if practicable at public authority that is responsible for
reasonable cost. providing Scotland’s water and waste water
services and prohibits third parties from
The 1980 Act places a duty on us to provide a introducing water or waste water to the public
supply of wholesome water to every part of its water and waste water network (known as
areas of supply where a supply of water is ‘common carriage’), on the grounds of
required for domestic purposes and can be protection of public health and the environment.
provided at reasonable cost. For other than The Act also replaced our economic regulator,
domestic purposes, we may be required, subject the Water Industry Commissioner (WIC) with a
to a number of conditions, to provide a supply of body corporate, named the Water Industry
water on reasonable terms and conditions to the Commission for Scotland. It also established the
owner or occupier of any premises within its area licensing regime allowing retail (i.e, billing and
of supply who requests it. Customer services) competition for non-
household premises.
The 1968 Act makes it our duty, where it is
practicable to do so at reasonable cost, to
provide public sewers and public SUD systems
for draining its area of domestic sewage, surface
water and trade effluent, and to provide
treatment for dealing with the contents of its
sewers and SUD systems.
38
Appendix E: Meter sizing

– non-domestic properties
Non-domestic properties The table below details the area of common
meter sizes.
The equivalent meter size is used for
developments with multiple meters. These could Meter size (mm) Area (mm2)
be either single developments with multiple 15 177
feeds or a single development which will have
20 314
several Customers on it, such as light industrial
units. 25 491
Please consult with a Licensed Provider for more

The combined area of meters on a single
information.
development should not exceed an area of
491mm2.
If the equivalent meter size for a development
is more than 25mm, then the Customer may opt
to either accept the standard policy payment or
to request a site-specific arrangement calculated
by way of negotiations between us and the
Customer.
39
Appendix F: Vesting items

for routine operational and
maintenance inspections
The following list includes, but is not limited • Check for any adverse noise or vibration;
to, routine operational and maintenance tasks • Record hours run for each pump/screen;
which shall be included in the inspections
• Check ampage of pumps;
carried out by the Customer’s contractor
before the Completion Certificate is issued. • Check wet well drops when pumps are
The outcome of these checks shall be operating;
included in the reports submitted to us: • Lift covers to wet well;
• Check kiosk is secure; • Check for build up of grease/debris;
• Check site perimeter fence is secure; • Check for signs of surcharge in well;
• Check site for graffiti/vandalism; • Record electricity meter reading;
• Check outstation telemetry phone link is • Check screens for signs of overflow having
working; operated;
• Check manhole covers/access plates are in • Check emergency overflow discharge point
place; for signs of debris;
• Check kiosk for any obvious faults; • Report any obvious H&S issues to be
addressed;
• Check signage is in place;
• Report any ground maintenance or weed
• Check heater working / thermostat set; killing requirements;
• Check telemetry panel is operational;
• Report any obvious electrical and mechanical
• Check general housekeeping; defects.
• Check operation of sump pump;
• Check inlet flow;
• Check outlet flow pump;
• Lift covers to inspect screen;
• Check screen is clear;
• Check condition of screen;
• Check pumps are set on automatic;
• Check change over arrangements and
change over as required;
• Check for adequate lubrication against
lubrication schedule;
40
Keeping up to date
and getting in touch
We are always working so the cycle never stops –
find out more about Scottish Water, our charges,
our customer charter and keep up to date with
what we are doing in your area:
Visit
www.scottishwater.co.uk
Follow us
facebook.com/scottishwater
@scottish_water
Email
[email protected]
Call
Customer Helpline free 24/7
0800 0778778
Text (SMS)
To receive free texts (SMS)* to keep up to
date about our work or service updates, such
as having no water supply, in your area - please
text ‘Update’ with your postcode to 82228.
Alternative formats of this leaflet can be made

available free of charge. For information on Braille,
large print, audio and a variety of languages, please
call our Customer Helpline.
If you have a disability, medical condition or other
reason where you may need additional assistance
from Scottish Water then please contact us and we
can add your name, address and requirements to
our confidential Additional Support Register.
We record all calls for quality and training purposes.
* For more info and T&Cs visit www.scottishwater.co.uk/textterms

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Guide for obtaining new water

and waste water services

1. Introduction 7. Costs, charges and financial contribution

6. Completion and vesting process Appendix D: Our duties under

Our technical standards for the design and

With Market Separation, Customers requiring

For reference, Non-Domestic Customers are

Before you review these steps please ensure

All of the above is dependant on the size of your

Customer Journey Timeframe

Pre-Development enquiry 10 days

Planning Application 20 days

Applying for a connection 28 days

Applying for a connection but need to construct site infrastructure 28 days

Site Inspection 3 working days

Financial Contribution – Reasonable Cost Contribution Variable

2. Connection and funding

Under the Water (Scotland) Act 1980 and the

Scottish Government regulation defines what is

As we work with our Customers we will ensure

More information can be found in Section 7.

2.2 The elements of a connection and terminology

Part 2 waste water

2.3 Funding between the Customer

Reasonable Cost Contribution

Infrastructure Responsibility Financial

Part 2 and 3 You Yes

3. Prior to formal application for

Where a current model exists, we will provide

4. Formally applying for a water

Further application guidance:

4.4 Design responsibilities – what 4.5 Deed of servitude

Paramount in the design, construction and

Design approval must be granted before you

When granted, our response will include the

5. Installation of your site

On satisfactory completion of all work we will

6. Completion and vesting process

On occasions a charge may be applied for any

6.2 Completion certificate The date of issue of the Completion Certificate

6.4 Transfer certificate 6.5 Exceptions to the vesting process

7. Costs, charges and financial

• The value of the request for non-standard

7.4 Our financial contributions 7.5 Infrastructure eligible for a

costs Part 2 Yes Yes

8. Legal and procedural issues

the shorter. Permits will be subject to the

In all cases it will be made clear that in the event

Any capacity reserved will relate to a specific

Where technical approval is amended, the 5

Note: Refer to the latest versions of ‘Water

9. Customer appeals and

10. Non-domestic connections

This means that if your site requires non- Domestic 9

At the initial stages of a Development enquiry, a

10.2 The operational code 10.4 Trade effluent building site

Outlined below are some of the dangers to

Prevention requires that Customers follow good