In the public liability claims tables, the figure for the total number of claims made includes claims which are outstanding and have not been resolved.East of Scotland WaterCustomer Standards2000-011999-20001998-991997-98StandardNo.Value(£)No.Value(£)No.Value(£)No.Value(£)Late Response to Complaint7140121405340011150Supply Interruptions 997,2809300170--Internal Sewer Flood4414,659517,7096913,043629,138Missed Appointments10500------Late Response to Billing Enquiries4929,730------Meter Survey Failures--------Meter Installation Failures--------Failure to make automatic payment for Guaranteed Service Standard failure--------Totals65232,309728,14912313,513739,288Public liability (PL) and ex gratia payments2000-011999-20001998-991997-98 No.Value(£)No.Value(£)No.Value(£)No.Value(£)Total PL Claims293373316182Total PL Claims Paid282708,493313426,679277554,991126367,746Injury4271,3057783,68381168,14044130,591Property damage86558,15874199,45732227,6956148,205Utility damage15479,030162144,539164159,1567688,950Ex-gratia payments29553,24120433,677102,7672512North of Scotland WaterCustomer standards2000-011999-20001998-991997-98*StandardNo.ValueNo.ValueNo.ValueNo.ValueLate Response to Complaint 7140--990--Internal Sewer Flood9324,451171,953314,158--Supply Interruptions 2095,020932,24023280--Late Response to Billing Enquiries7140360110--Missed Appointments--------Meter Survey Failures5100120----Meter Installation Failures9180------Failure to make automatic payment for Guaranteed Service Standard failure120------Totals33130,0511144,273644,538--*Figures for 1997-98 are not available.Public liability (PL) and ex gratia payments2000-011999-20001998-991997-98 No.Value(£)No.Value(£)No.Value(£)No.Value(£)Total PL Claims498381444369Total PL Claims Paid17178,642216116,877240199,368194137,878Injury47,14445,120612,7181232,196Property damage14461,23818198,706197138,73114884,229Utility damage2310,2603113,0513747,9193421,453Ex gratia payments496,166463,257West of Scotland Water2000-011999-20001998-991997-98StandardNo.ValueNo.ValueNo.ValueNo.ValueLate Response to Complaint 521,110660220----Internal Sewer Flood*30,82324235,968261,7623175Supply Interruptions 1237014140--------Late Response to Billing Enquiries3567,120------------Missed Appointments916010100--------Meter Survey Failures120------------Meter Installation Failures120330--------Failure to make automatic payment for Guaranteed Service Standard failure----550----220Totals*39,81328236,3862817835194* Full data not yet available Public liability (PL) and ex gratia payments2000-011999-20001998-991997-98 No.Value(£)No.Value(£)No.Value(£)No.Value(£)Total PL Claims7941,3641,3981,586Total PL Claims Paid226642690743Injury178,6524142,5787472,016 102153,984Property damage99136,800414914,261494461,206467515,710Utility damage11059,255187284,262122142,094174131,566Ex gratia payments†*39,811*58,81025619,06516711,751* Full data not yet available.