We invite customers who have made written complaints to come and talk to us. We take them on a tour of one of our operational sites and show them what we do.

We want to build a relationship with our customers and this industry-leading step is allowing us to do just that. We arrange, on average, six tours each month.

Since they were introduced in October 2008, hundreds of customers have attended the tours, which are unique in the industry, and the feedback has been tremendous.

One customer said: “You are the only company that I have made a complaint to that has actually taken the time to meet me face-to-face and listen to what I had to say. It certainly makes me feel like you take customer service seriously.”

Another said: “I am extremely impressed. It’s a shame other utilities don’t take a leaf out of your book.”