We work with community police officers, Neighbourhood Watch schemes and Victim Support to publicise our Doorstep Password Scheme, which combats the problem of bogus callers.
We attend twice-yearly meetings with Water UK, other water companies, the Home Office, the Association of Chief Police Officers and voluntary groups, to discuss initiatives to minimise distraction burglary incidents.
We continue to operate a 24-hour telephone service that provides an interpreter in any language required. Approximately 50 customers per month currently use this service.
| Policy objective | Target Area | Target 2009/10 | Target achieved? | Performance 2009/10 |
|---|---|---|---|---|
| Treat all customers fairly | Billing contacts answered within five working days (%) | 99.2% | ✓ | 99.9% |
| Written complaints answered within ten working days (%) | 99.6% | ✗ | 99.4% | |
| Metered accounts billed on actual meter reading (%) | 99.73% | ✓ | 99.87% | |
| Lines not receiving engaged tone (%) | 100% | ✗ | 99.85 | |
| Calls satisfactorily completed (%) | 96% | ✗ | 93.5 | |
| Customer satisfaction survey (out of 5) | 4.42 | ✗ | 4.35* | |
| Provide our services in a way that is accessible and affordable to all our customers, including disabled and disadvantaged | Number of customers utilising the WaterSure Scheme | N/A | N/A | 2,806 |
| Number of extra care accounts registered | N/A | N/A | 33,463 | |
| Amount donated to Thames Water Trust Fund | N/A | N/A | £2.5m | |
| Customers helped by Thames Water Trust Fund | N/A | N/A | 2,209 |
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