Mr. Stephen Bell:

We typically have that dialogue by telephone. A key element of our approach is to try to do as much as we can there and then with the customer over the telephone. Being in arrears is a stressful experience. An endless exchange of correspondence over numerous weeks while the customer is asked to gather up proofs, utility bills and bank statements is not the right answer. We would have an open dialogue with the customer.

In order to provide protection to the customers we have got full call recording capability in all of our sites so if there is a dispute, we can play back the details and ensure we were as transparent as we hope to be.