SCOTTISH Water has achieved record customer satisfaction levels in the year to 31 March and increased investment in infrastruc ture by 30 per cent to £627 million, from £483m in the preceding period.
The publicly-owned utility said it delivered continued value for money for customers in the year, during which chief executive Douglas Millican earned total remuneration of £412,000.
Scottish Water’s annual report shows the organisation achieved a score of 85.88 on the Customer Experience Measure it uses to gauge satisfaction levels, up from 84.32 in the preceding year.
The measure was developed with the forum which represents the interests of customers. The maximum score is 100.
The number of written customer complaints fell to a record low of 807 during the year, down 30 per cent on the preceding period.
Mr Millican noted household charges averaged £357 against £395 in England and Wales.
He said the year saw a step-change in the pace of delivery of a capital investment programme which will improve service levels while protecting Scotland’s natural environment and helping to underpin future economic growth.
Scottish Water expects to invest over £3.5bn in infrastructure in the six years to 2021.
Major projects that are underway include the £100 million Shieldhall Tunnel in Glasgow’s south side, which will improve water quality in the River Clyde and reduce the risk of flooding.
Mr Millican’s total remuneration increased by £238,000 in the latest year. The value of the pay package in the preceding year was reduced by £165,000 because of a tax charge in respect of his pension.
Excluding pension contributions his remuneration increased by three per cent annually in the latest year, to £349,000. Mr Millican’s base salary increased by two per cent from 1 April, to £256,000, from £251,000 in the year to 31 March.
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