FREQUENTLY ASKED QUESTIONS.
What do you need from me to be able to switch my supply?
We need your Supply Point IDs (SPIDs), which are located on your invoice, and ideally your meter numbers, which are printed on your water meter. It would also be useful to have a copy of a current bill for each supply or site. This helps us to ensure correct meter sizes and locations.
How long does it take to switch suppliers?
Normally we would expect the transfer to take between 14-28 days.
Will you read my meter?
If you have a metered supply we will read your meter on or around your transfer date. This information is sent to your current supplier so that they can calculate your bill and provides us with the information we need to bill you going forward.
Following your initial meter reading, we will read your meter a minimum of once annually. To ensure accurate billing throughout the year, you can submit a reading at any time in Customer Zone. Readings received by the last working day of each month will be applied to your next invoice.
What if I don’t have a meter?
If you don’t have a water meter, your bill will not be based on how much water you use. Instead, your water company will use something which is commonly referred to as the rateable value to work out how much you need to pay. In this case, it’s not possible to change or appeal your rateable value. You can only carry on paying as is or ask your company to install a water meter.
Can I get a metered supply?
Yes, most people are able to get a meter and being aware of how much water we use is of huge benefit to the environment. We will submit an application to Scottish Water to get a meter installed for any customer who requests one. Meter installation is subject to survey, but even if a meter cannot immediately be installed (normally due to the layout of pipes in the property) there are options. Scottish Water currently run a ‘contribution offer’ scheme, where if your internal pipework needs altering by a private plumber before the meter can be installed, they will pay for up £750 of this work in order to let you go ahead with a meter. Scottish Water and Clear Business Water are committed to improving wasted water levels, and we believe a metered supply is the first step in being aware of our wasteful water habits.
Do Clear Business provide 24 hour emergency cover?
Scottish Water still own and operate the water network. If you have an emergency, such as a no water, please contact Scottish Water on 0800 077 8778. For all other enquiries you can call our Customer Service team directly on 0800 668 1280 (available Monday – Friday 9am – 6pm) or login to Customer Zone for further information.
Do you provide monthly billing?
We will invoice you on or around the 5th of each month and collect the direct debit payment on or around the 24th of the month.
How do I access my bills and reports online?
Log in to Customer Zone HERE, and you will be able to view your monthly invoices and meter readings.
Do you charge VAT?
VAT is charged based on your business activity, which is determined by HM Revenue and Customs. If you do not pay VAT on your water services you will need to declare this so that we can confirm your position with HM Revenue and Customs. If you have not done so already, you can do this HERE (link to /vat-declaration).
If you have any other questions or would like clarification on any of the topics covered above, please give our Customer Service team a call on 0800 668 1280 and they will be more than happy to help.