Scottish Water has been named the “most trusted” industry in Scotland by its consumers in a Which? survey.
Two thirds (66 per cent) of consumers said they trusted the water company “quite a lot or a great deal” in the Which? Consumers in Scotland 2021 report.
The watchdog compared the government-run company that serves the whole of Scotland with the sector in England and Wales where 49 per cent of people reported trusting their water provider to act in their best interests.
Water was the most trusted sector of the 10 largest industries consumers were quizzed about. Six per cent of billpayers said they did not trust it very much or at all, which lowered the overall net trust score to 60 per cent.
Which? said water was the only industry in Scotland that was rated more trustworthy than counterparts in other parts of the UK.
“It is known that one factor associated with greater levels of trustworthiness is benevolence, which means wanting to do good for the consumer aside from being motivated by profit. It may be that the regulatory framework in which Scottish Water operates as a statutory corporation has led to greater consumer trust,” the survey said.
The company announced in February its domestic charges for 2020/21 would rise by 0.90 per cent in line with inflation for the first year of its new price control period. Extensive consumer research showed the majority of billpayers were against delaying investment in aging water and wastewater infrastructure.
Peter Farrer, Scottish Water’s chief operating officer, said: “This Which? survey builds on the achievement of some of our best ever customer service results recently. Over the past ten years domestic water and wastewater charges have been reduced by 10 per cent in real terms and they are now among the lowest in Great Britain while compliance with strict drinking water quality standards is at record levels.
“We are proud to be one of the UK’s top performing water companies and are determined to improve our performance even further.”
The Which? survey findings follow success for Scottish Water earlier this year in the Institute of Customer Service survey.