Customer and the Environment No Pollutions No Incidents 100% Customer Satisfaction 18 th & 19 th Nov 2010 Kingsgate Centre, Peterborough

2 No Pollutions

3 Targeting Zero Pollutions ~ our current performance

4 Targeting Zero Pollutions ~ our cost and pain from pollution Potential impact to both AW and our supply chain Environmental impact and damage Customer impact and community perception Adverse media coverage, legal penalty & negative exposure Luton Crown Court fined AW £75k plus £10k costs after Letchworth STW spill left nearly 3,000 fish dead May-09 Shipdham incidents Aug-09 and Mar-10 – Swaffham Magistrates’ Court fined AW £22k with £5k costs

5 No Incidents

6 Targeting Zero Incidents ~ our current performance We have tried and tested management processes Do not want to be known only for managing incidents well DWI Category and definition (used 2009 onwards) Not significant (Category 1): no further information required by Inspector to assess the event. Minor (Category 2): no further information required by Inspector to assess the event. Significant (Category 3): full company report required to enable Inspector to assess the event. Serious (Category 4): in addition to a full company report, the assessment requires action by more than one Inspector. Major (Category 5): in addition to a full company report, the assessment requires action by senior Inspectors.

7 Water Quality incident performance

8 Targeting Zero Incidents ~ our cost and pain from incidents Potential impact to both AW and our supply chain Reputational impact and damage Customer impact and perception Adverse media coverage, penalty and negative exposure Pitsford WTW Crypo incident – 22 cases out of 258,183 Upton Rain Water Harvesting cross connection to supply Little Cornard rail incident

9 100% Customer Satisfaction

10 £ 25 M PRIZE Service Incentive Mechanism £ 50 M PENALTY Customer Satisfaction Survey Unwanted Contacts per connected property + SIM – What is it and what’s it worth? Service Incentive Mechanism Ofwat measure customer performance in 2 ways

11 How are these measures made? Survey for customer’s perception of service Our customer complaints data Abandoned call 1 point Unwanted call 1 point Written complaint 5 points Repeat complaint 100 points CC 4 Water investigation 1000 points  200 customers 4 times a year  100 Billing  50 Water  50 Wastewater  Q60 – Overall…..  Rate 0-5  Very satisfied = 5  Satisfied = 4  Neither = 3  Dis-satisfied = 2  Very Dis-Satisfied = 1

12 How are we doing ? (5) Phase 2 Results AWSBillingWaterWaste Very Satisfied Satisfied Neither12444 Dis Satisfied8251 Very Dis Satisfied Weekly Jobs40, Customer Service Results (Score 0 - 5) Phase 1Phase 2WASC League Bench mark Gap to Bench mark AWS th % Billing th % Water th % Waste Water th %

Customer and the Environment No Pollutions No Incidents 100% Customer Satisfaction How do we make it real?

14 agenda Introduction Group Discussion[45 mins] Top three opportunities Feedback Group’s “pick of the best” Walk and Look-See Develop Your Pledge and post on the Pledge Wall