Tuesday 20 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to provide updates on existing cases.

We are planning on the basis that this could continue for a period of time including for the remainder of this week.

If you would like to check if your complaint is ready for the SPSO or enquire about making a new complaint, please complete our Complaint Checker.  

Please be assured we are doing all we can and will provide updates on our website. 

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Decision Report 201806550

  • Case ref:
    201806550
  • Date:
    July 2020
  • Body:
    Clear Business Water
  • Sector:
    Water
  • Outcome:
    Not upheld, no recommendations
  • Subject:
    incorrect billing

Summary

C complained that Clear Business Water (CBW) had failed to bill their organisation accurately. C said that consequently they could not be certain that the bills were for properties that they were responsible for. C said that previously they had only had to supply leases to CBW and they had not had to provide information on the start or end of tenancies, or contact details for the tenants.

We found that CBW had provided a list of all the accounts they held for C's organisation and they had provided the Scottish Assessor's Association which corresponded to each account. It was, therefore, possible for C's organisation to ascertain which account was for which property. In addition, it was a requirement of the relevant legislation that the owner of a property provide the licensed provider with details of occupancy. We found that CBW were acting reasonably when billing C's organisation and did not uphold the complaint.

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Updated: July 22, 2020