Operating environment

Our customers

Our relationship with our customers is vital to the success of our business.

We keep our customers informed about our activities through leaflets sent out with bills and also through an annual magazine called ‘Source’. Customers also have access via our website at www.nwl.co.uk and www.eswater.co.uk to a range of information about our services and any supply issues.

Customers directly affected by our work receive prior notification explaining both the need for, and timing of, the work we intend to carry out. We also communicate more broadly with local communities through public meetings and written material explaining the impact of any work we are planning.

We carry out regular surveys and focus group research to understand our customers’ needs, and their perceptions of our service and its value for money. Affordability and value for money are important to our customers and are, therefore, key issues for the business.

Our reputation for providing value for money and working to maintain high levels of customer satisfaction has undoubtedly helped achieve a positive response to our appeals to use water carefully.

NWG is actively involved in the business community in both of its operating areas through direct membership and involvement in the councils/boards of the CBI, Chambers of Commerce and other similar organisations.

NWL has longstanding relationships with its key industrial and commercial customers in the areas it serves. The north east, in particular, has a significant industrial base and existing customers and potential investors in the region value the availability of not only high quality potable and raw water but also access to reliable effluent treatment services.

Stakeholder relations

NWG has a code of ethics, ‘Our Code of Conduct’ which is available on the Company’s website, covering its relationships with customers, employees, suppliers, local communities, shareholders, other investors and regulators. NWG meets its stakeholders regularly and also communicates by printed and electronic forms of communication and through the media.

National

NWL is an active member of Water UK, the industry association which represents all UK water and waste water service suppliers at national and European level. It provides a very effective framework for the industry to engage with Government, regulators, stakeholder organisations and the public and helps to develop policy and improve understanding of the industry.

We also meet regularly with national, regional and local authorities and other appropriate organisations to explain NWL’s activities and related issues.

Political

During the year, the Group has worked with politicians of all parties, officials and opinion formers. This work has included making representations on issues which NWG feels are important to our customers and communities such as competition, adoption of private sewers, water for health, climate change, the Water Framework Directive and other legislative issues which could affect our customers.

We do not support any political party and we do not, directly or through any subsidiary, make what are commonly regarded as donations to any political party or other political organisations. However, the wide definition of donations in the Political Parties, Elections and Referendums Act 2000 covers activities which form part of the necessary relationship between the Company and political parties and political organisations. These activities include attending Party Conferences, as these provide the best opportunity to meet a range of stakeholders, both national and local, to explain our activities, as well as local meetings with MPs, MEPs and their agents. The costs associated with these activities during 2008/09 were as follows: