COVID-19: extra help for customers in Scotland

We recognise that many of our customers are continuing to face challenges because of the pandemic. Here are the key ways in which we can help you, and you can help yourself.

My business is closing temporarily

As your business is closed, you will be using much less water than usual. Your bill will be based on the last two meter readings we have taken for you, or that you have submitted. As most water meters are read every 6 months, the best thing you can do is to take a minimum of two readings yourself, at least a week apart, and submit them to us. This will ensure your bill reflects what you are using. Even better, keep submitting them on a monthly basis, especially if your usage changes, to avoid getting a big bill later on. Find out how by watching this short video.

My business is open, but using less water

We understand your water usage may be significantly lower than normal as a result of the COVID-19 virus.

We want to help you as much as possible, there are some things we may be able to do to help ensure your business water bills are minimised.

If you haven’t closed down all operations and some people (even small numbers) are still on site, please complete the appropriate section below.

Just to make you aware metered supply charges are calculated based on your previous meter readings and the average daily consumption. if you are now using less water, please take two meter readings a few days apart.

Please head over to the customer area to submit any meter reads..

 

My business is closing permanently

If you have taken the difficult decision to close your business permanently please let us know as soon as possible. Once we know you have ceased trading we will immediately close your account with Everflow and issue you will a final bill up to the date of closure. You can let us know that you have closed your business online here by filling out a change of tenancy form. Please provide us with as much information as possible to help us process this efficiently for you.

 

Reopening?

 

If you reopen your premises after a period of closure, please be mindful of the health risks associated with stagnant water, and remember to flush your water systems. For more information, see this document.

When you reopen, take two meter readings at least one week apart, this will ensure you are being billed for accurate, up-to-date consumption. Watch our quick vid on reading your meter and submitting reads here.

 

Please check out our blog post on how to dispose of liquid perishables as it's vital they are dealt with properly to avoid damaging the environment.

Struggling to keep up with your payments?​

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The most important thing is to get in touch with us, so we can help you. We offer a range of payment plans for customers who are affected by COVID-19. Find out more here.

Please note that if we are unable to contact you following non-payment of charges, we will have no option but to proceed with debt recovery activities.

Wholesale Charges Deferral Plans

 

The Water Industry Commission for Scotland introduced a Wholesale Charges Deferral Scheme in June 2020 for customers whose premises were required to close because of government restrictions. Everflow Water is not participating in this scheme, but we will match the terms of the scheme for any customer who applies to us for a Wholesale Charges Deferral Plan (WCDP).

 

Since March 2020 we have been marking customer premises as ‘vacant’ wherever we have been told by customers that their premises were closed due to government COVID-19 restrictions. Having your premises marked as ‘vacant’ means you will not have to pay any volumetric wholesale charges for that site, and we will only charge you for any water you have used after you have reopened and submitted an updated meter reading.

 

WCDPs offer particular benefits to customers who do not have a meter, or customers whose premises have a meter sized up to 25mm in diameter. Customers in these circumstances may defer 60% of their fixed wholesale charges under a WCDP.

 

We can backdate the deferral of charges to the date your premises closed (March 24th at the earliest) and they will then apply until you reopen (or until February 28th 2021 at the latest). Payment of these deferred charges will be recovered from you, interest free, over a 12 month period beginning on 1st March 2021. The repayments will include charges for any water that you consumed during the time that you were closed so we recommend that you take regular meter readings even while your premises are closed – ideally on a monthly basis – as this will help us to keep your charges as low as possible, including by enabling us to identify leaks as quickly as possible.

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To apply for a Wholesale Charges Deferral Plan, please fill out this form. We will respond to your application within 5 business days to agree a plan that works for you.