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| |  Levels of Service Methodology |
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June return: levels of service methodology
The company should clearly describe and explain the methods and procedures adopted in order to monitor and report on the levels of service they provide to their customers. It should follow the layout set out by Ofwat, where information is arranged by DG Indicator. An example of relevant DG Registers should be included where indicated.
The methodology statement should be a clear, concise explanation of the process involved in producing the reported information. It should include an explanation of the source of any measurements, description of company specific systems and details of the coverage achieved by various monitoring systems, including the extent of any projection of extrapolation required in arriving at the reported figures. Any assumptions made by the company in reporting this information must be disclosed. (A description, for example, of a company's computer system or the method used to transfer numbers from registers to June return tables is not sufficient).
If a full and accurate description of the methodology has been provided in a previous return and it remains substantially unchanged, companies may submit an update referring to specific previous submissions; otherwise companies should provide a full methodology statement, drawing our attention to the relevant changes.
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