Protecting consumers, promoting value and safeguarding the future
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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:

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