News
Standards of Service
Levels of service 2002-2009
Overall performance
Our levels of service in customer care are all in OFWAT's highest category. The table below shows our performance.
| Indicators of Company Performance | 2002/03 | 2003/04 | 2005/06 | 2006/07 | 2007/08 | 2008/09 | |
| DG2 | Inadequate Pressure | 0.38% | 0.01% | 0 | 0 | 0 |
0 |
| DG3 | Supply Interruptions | 1.10 | 0.07 | 0.05 | 0.15 | 0.04 |
0.02 |
| DG4 | Restriction on water use | 0.00% | 0.00% | 0.00% | 0.00% | 0.00 |
0 |
| DG6 | Billing Contacts | 99.95% | 99.9% | 100% | 99.9% | 99.9% |
99.95% |
| DG7 | Written Complaints | 99.6% | 100% | 99.9% | 99.9% | 100 |
100% |
| DG8 | Bills for metered customers | 99.9% | 100% | 100% | 99.9% | 100 |
100% |
| DG9 | Calls abandoned | - | - | 2.1% | 3% | 2.1 |
3.5% |
| DG9 | Calls engaged tone | - | - | 0 | 0.05% | 0 |
0 |
DG2 - Properties Receiving Pressure/Flow Below the Reference Level
Until recently we had a historical legacy of low pressure at some properties, but with investment during the early 2000s these problems have been resolved.
DG3 - Interruptions to Supply
We have performed very well in this area. Part of the reason for this good performance arises from management commitment to customer service and the need to be responsive to emergency leak repairs. If we are to continue to find efficiencies, a reasonable continuing target for the next five years is to perform at a level that OFWAT considers to be well above average for the industry.
DG4 - Restrictions on Water Use
We have always been able to supply sufficient water to our customers and have never had to impose any formal restrictions on its use - such as hose-pipe bans. This in part reflects the success in encouraging restraint in summer use without the need for formal restrictions. We provide garden watering advice leaflets distributed in garden centres, information broadcast on local radio and other general water efficiency awareness activities, such as subsidised water-saving devices. To meet such requirements means that the amount of resources available in most years is greater than is necessary to meet most demands.
DG6 - Response to Billing Enquiries
We have been in the "good" category for a number of years, with about 99.9% of billing queries answered within 5 working days.
DG7 - Response to Written Complaints
We categorise letters as complaints beyond the requirements of the reporting standards often logging "comments" as complaints so they are fully and formally reviewed.
Our performance is normally to respond to 100% within 10 working days. This puts the Company in a "good" category with regard to absolute assessment.
DG8 - Bills for Metered Customers
The current billing policy for those customers using less than 10,000m3 a year is for the customer to receive two bills per annum. Those using above 10,000m3 the meters are read and billed monthly.
However customers' readings will be accepted if the Company has not been able to acquire a reading.
DG9 - Telephone Contact
Bournemouth & West Hampshire Water have fifteen customer contact line (01202 590059). The contact centre is open from 8.00am to 6.00pm Monday to Friday, 9am to 2pm on Saturdays, and we are closed on Bank Holidays.
Outside of these hours a recorded message greets the customer and informs them of the opening hours of the contact centre. However, if there is an emergency then they are advised to wait on the line and the call is then transferred to the control room which is manned 24hrs a day.
During working hours the majority of customers calls are answered by our customer advisers who are trained to help the customer for a range of queries. When all of the advisers are busy on customer calls a service called Queuebuster will take the customers name and telephone number and will automatically call the customer back as soon as an adviser is available. This facility saves the customer having to hold on in a queue and allows us to call the customer back as soon as we are free.
