Operational performance

Domestic customers

	North (N) South (S)	Target 2008/09	Performance 2008/09
Properties at risk of low pressure	N	274	271
	S	126	40
Properties subject to unplanned interruption	N	3,000	8,2781
of six hours or more	S	2,000	3,3532
Properties subject to hosepipe bans at any
time during the year	N/S	0	0
Properties subject to sewer flooding incidents
(other causes)	N	150	286
Properties at risk of sewer flooding incidents
(once in ten years)	N	61	189
Properties at risk of sewer flooding incidents
(twice in ten years)	N	41	370
Billing contacts responded to	N	99.2	99.2
(within five working days) (%)	S	99.2	99.6
Written complaints responded to	N	99.8	99.9
(within ten working days) (%)	S	99.8	99.7
Bills based on meter readings (%)	N	99.95	99.90
	S	99.95	99.95
All telephone lines busy (%)	N	0.25	0.07
	S	0.25	0.06
Abandoned telephone calls (%)	N	2.50	3.43
	S	2.50	1.95

Notes:

1. Performance affected by a major burst in Northumberland.
2. Performance affected by a major burst in Suffolk.

Understanding and meeting the needs of customers is at the heart of our strategy and NWL is committed to providing a high standard of customer service that meets those needs and those of our regulators. The introduction of our ‘right first time every time’ philosophy during 2008/09 was part of the re-launch of our customer care charter and a campaign to reinforce a strong customer service ethos across the business.

Ensuring we receive payment for the services we provide remains a priority and our ongoing focus on debt recovery inevitably generates contact from customers in arrears. In the current economic climate we expect the level of our debt recovery activity to increase.

During the year, CCWater introduced a new quality assessment process for complaint handling. We work very closely with CCWater and welcome feedback on our performance which helps to identify areas for further improvement to our high standards.

In a further reflection of focus on customer service excellence, one of a number of awards for NWL this year was the North East Contact Centre of the Year 2008.

Business customers

The economic situation has had a significant impact on some business sectors which are important in our operating regions and NWL has been working closely with major customers in those sectors to mitigate the impact where possible. It has also taken the opportunity to work with potential new businesses in its regions and with the regional economic agencies to both secure existing and encourage new business.