We made it easier for you to conduct your business with us online thanks, for example, to the launch of e-billing services for customers who bank with Lloyds TSB, NatWest or RBS.

Our customer information microsite went live, giving details of a host of different services, such as what to do if you spot a leak.

We also launched a How Busy Is Our Call Centre? feature that is unique in the industry. This allows customers to see information on the status of calls into our Contact Centre and judge the best time to make a call. The service is in real time and is updated each minute, using a ‘traffic light’ system to show the number of agents available to take calls and if there is a queue, the length of it.

Continuous improvements to our website increased customer visits by 13 per cent while we were rated as having the most customer-friendly website among utility companies.