Mr. Jeremy Masding:

Let me offer some perspective, and then I will hand over to Mr. O'Sullivan so that he can add some operational expertise.

As I have explained to the committee in the past, we have had to build our arrears management function from scratch because the competence in the organisation was at best sub-optimum. I believe we now have a best-in-class retail arrears management function. We have nearly 300 people working with best-in-class technology, which I think is an innovative set of potential treatments. I can assure the Deputy and his colleagues that every customer who engages with us goes through a detailed review of income and expenditure. Our starting position is to try and keep people in their homes, and we have two phrases we use - sustainability and affordability - which are drilled into our staff. Sadly, there are times when we cannot find a solution. We will continue to do everything we can to work with our customers to find the right solution but, sadly, that cannot always the case.