Mr. Jim Brown:

Last time we were here, we said we could not envisage a case in which we could not find a solution that would keep people in their homes, and we still believe that.

We also said at the meeting in November that in a case where somebody had sold their home and qualified for social housing we would not pursue them for that residual debt. What we have done, in a last ditch effort to get that clear message out to customers, is to come up with a customer commitment that clearly states how we will engage with customers and that we will treat them fairly. It reiterates many of the points that were mentioned previously but it set them out in a way that is very clear and transparent for customers. I will ask Mr. Bell to comment on specific examples.