05/06/2025
Dear [redacted information],
REQUEST UNDER THE FREEDOM OF INFORMATION (SCOTLAND) ACT 2002 (FOISA)
Thank you for your request dated 12 May 2026 under the Freedom of Information (Scotland) Act 2002 (FOISA).
Your request
Your request asked for all research, reports, consultation responses, and correspondence on consumer experiences with water and wastewater services, particularly highlighting any rural/urban differences or disadvantages, including any work on affordability, private systems, and economic impacts on rural consumers.
Our response
I can confirm there were no results following an internal search using the key terms:
"consumer experiences with water and wastewater services"
"rural consumer experiences with water and wastewater services"
"urban consumer experiences with water and wastewater services"
However, Consumer Scotland regularly publishes research, reports, consultation responses and correspondence relating to water services on our website. I have provided links below to these publications, split out by year.
2026
|
Topic |
Publication |
|
Summary: Phase 1 of Strategic Review of Charges 2027 2033 deliberative consumer research February 2026 |
|
|
Summary: Phase 2 of Strategic Review of Charges 2027 2033 deliberative consumer research February 2026 |
|
|
SRC27 longitudinal deliberative research - Findings from phase 1 |
|
|
SR27 Deliberative Research - Phase 1 Stimulus Appendix |
|
|
SRC27 longitudinal deliberative research – findings from Phase 2 |
|
|
SR27 Deliberative Research - Phase 2 Stimulus Appendix |
|
|
Water services: investing in and paying from 2027 |
|
|
Letter to Net Zero, Energy and Transport Committee on water affordability |
Letter to Net Zero, Energy and Transport Committee on water affordability | Consumer Scotland |
|
Response letter from Scottish Government on water affordability |
Response letter from Scottish Government on water affordability | Consumer Scotland |
2025
|
Topic |
Publication |
|
Consumer views on climate change, water and Scotland’s future: Follow up research |
|
|
Affordability of water and sewerage charges |
Affordability of water and sewerage charges | Consumer Scotland |
|
Letter to Scottish Government on water affordability |
Letter to Scottish Government on water affordability | Consumer Scotland |
|
Customer complaints |
|
|
Response to Scottish Water SR27 Draft Business Plan |
Scottish Water SR27 Draft Business Plan - Investing in Scotland's Future | Consumer Scotland |
|
Response to Scottish Water draft Long-Term strategy |
Scottish Water draft Long-Term Strategy consultation | Consumer Scotland |
2024
|
Topic |
Publication |
|
Strategic Review of Charges 2027-2033: Draft Methodology
|
WICS consultation: Strategic Review of Charges 2027-2033: Draft Methodology | Consumer Scotland |
|
Draft Business Plan Guidance Consultation |
consumer-scotland-letter-on-draft-business-plan-guidance-5-november-2024-for-publication.pdf |
|
Climate Change, Water and Scotland’s Future |
|
|
Consumer views on climate adaptation in the water sector – drainage and wastewater |
ipsos-deliberative-policy-briefing-drainage-and-wastewater-final-pdf.pdf
|
|
Consumer views on climate adaptation in the water sector – water efficiency |
ipsos-deliberative-policy-briefing-water-efficiency-final-pdf.pdf
|
|
Affordability of water and sewerage charges: Outlook for water poverty in Scotland |
|
|
Response to Scottish Government Water, Wastewater and Drainage Policy Consultation |
Scottish Government Water, Wastewater and Drainage Policy Consultation (HTML) | Consumer Scotland |
2023
|
Topic |
Publication |
|
Overcoming Barriers to the Adoption of Blue-Green Infrastructure |
Overcoming Barriers to the Adoption of Blue-Green Infrastructure | Consumer Scotland |
|
Barriers to Blue-Green Infrastructure: literature review |
Overcoming Barriers to the Adoption of Blue-Green Infrastructure | Consumer Scotland |
|
Advice, support and funding needs of private water supply users |
Advice, support and funding needs of private water supply users | Consumer Scotland |
|
Supporting sustainable water use among Scotland’s consumers |
Supporting sustainable water use among Scotland’s consumers | Consumer Scotland |
|
Scottish Government Water and Sewerage Services to Dwellings Order 2023 |
Scottish Government Water and Sewerage Services to Dwellings Order 2023 | Consumer Scotland |
Your right to request a review
If you are unhappy with this response to your FOI request, you may ask us to carry out an internal review of the response, by writing to;
Sam Ghibaldan,
Chief Executive
Consumer Scotland
Thistle House,
91 Haymarket Terrace
Edinburgh,
EH12 5HD
Or by email to: corporateservices@consumer.scot
Your review request should explain why you are dissatisfied with this response, and should be made within 40 working days from the date when you received this letter. We will complete the review in accordance with FOISA as soon as possible, and not later than 20 working days from the day following the date we receive your review request.
If you are not satisfied with the result of the review, you then have the right to appeal to the Scottish Information Commissioner. More detailed information on your appeal rights is available on the Commissioner’s website at:
https://www.itspublicknowledge.info/YourRights/Unhappywiththeresponse/AppealingtoCommissioner.aspx
Yours sincerely
[redacted information]
Data Protection Officer
Consumer Scotland