We’ve introduced the COVID Support Scheme (CSS) to help water customers in Scotland who have been adversely impacted by COVID-19. Under the Scheme, customers can apply to temporarily defer their wholesale charges for the water and waste water services they use and, (i) if their meter is smaller than 25mm, (ii) they don’t have a meter or (iii) they are only charged for surface water drainage, they can apply to temporarily defer 60% of their wholesale fixed charges. Customers who don’t have a meter but have previously applied to have one, can also apply to remove their volumetric charges.
We realise that if your business is adversely impacted by COVID-19, it may be impacted for some time, so you can repay deferred charges over a 12-month period. Please be aware if you do defer charges then once that 12-month repayment period starts, you will need to repay the deferred charges in addition to your normal monthly payment. For example, if you defer wholesale charges of £300 and your normal monthly bill is £100 then once the Scheme ends you will be required to pay £125 a month for each of the next 12 months (the normal monthly amount of £100 plus 1/12 of the deferred amount which is £25).
If your application for the temporary deferral of your wholesale charges for water and waste services is approved, the deferral only applies until two meter readings taken after 24 March 2020 are available confirming actual consumption during COVID-19.
If you consume less than 20 cubic metres of water and waste services a year, you will not be able to defer charges for volumetric water and waste services (though you can still defer fixed charges).
If you move premises and want to apply for the Scheme for your new premises, you’ll need to complete the application for the Scheme for your new premises on Customer Zone. You’ll still need to repay the deferred charges to the provider for your previous premises in a 12-month period from the end of the Scheme.
You can leave the Covid Support Scheme whenever you want. When we write to you to confirm your application has been accepted, we’ll tell you what to do if you want to leave the Scheme early.
If you have applied to backdate the start of the deferral period to a period in relation to which you have already paid charges, you may be eligible for a refund should your application be accepted.
Deferred charges will be included in bills over 12 months following the end of the Scheme. Please note the Scheme may be extended until 31 December 2020. The Scheme is available for all customers, whether or not they are up to date with their payments.
During the 12-month repayment period, it’s important you pay your bills, which include part of the deferred payment, by the due date to avoid any late payment and interest charges. The best way to ensure prompt payment is to pay by direct debit. You can set up a direct debit mandate online through your Customer Zone account.
kinex, No. 1 Dovecote, Old Hall Road, Sale M33 2GS