# Call centre summary, last 12 months (Fenmoor Water)

- Total inbound calls: 18,600
- Calls tagged "high bill — leak suspected or confirmed": 2,140
- Average time from leak start to customer noticing (from 40 follow-up calls): 26 days, usually when the bill arrives
- Most common customer quote: "Why didn't you tell me sooner?"
- 9% of customers have our mobile app installed. 71% have a mobile number on file.