
What's new
- OBM 01/10: Ofwat Board minutes - meeting held 25 January 2010
- OBM 10/09: Ofwat Board minutes - meeting held 10 December 2009
- OBM 09/09: Ofwat Board minutes - meeting held 19 November 2009
- Bulk supply pricing – a consultation on our policy principles
- New appointments and variations – a consultation on our policy
- New appointments and variations – a consultation on our process
Our standards of performance
Our commitment to customers
We want to provide an effective and efficient service when you contact us. To do this we follow these general guidelines.
- Our staff will be fair, polite and helpful when dealing with your enquiry or complaint.
- We want to get it right first time, so we measure our performance against standards and targets.
- If we do make mistakes, we admit them and put things right quickly.
- We will provide you with information and be as open as possible.
- We will consult widely on our proposals and explain our decisions clearly.
Performance standards and targets
We also publish and monitor performance against a number of performance standards and targets, so that you know what you can expect from us. The standards cover the following:
- telephone calls
- written enquiries (letters and e-mails)
- complaints and disputes
- internal reviews

