discharges from each of the four wastewater treatment plants are required to comply with the conditions imposed by their respective resource consents. Level of Service– Provide an overall level of service that meets or exceeds residents’ expectations. Performance Indicator - Residents satisfaction survey. The residents’ satisfaction survey is conducted each year. A telephone poll oaf pproximately 600 residents is undertaken around June/July. Participants are asked to rate the Council’s performance in providing the service. The measure is subjective and can be heavily affected by recent storm activity or publicity of a particular topic. However as a general indicator of public opinion it is an important reference. The survey scores achievedbetween 2008 and 2011 are shown in Table 2. The telephone survey was introduced to the customer in the following way “The Council provides a storm water drainage system to manage storm water runoff in urban catchments, predominantly in Blenheim and Picton, and smaller networks in Renwick, Havelock, Spring Creek, Riverlands and Cloudy Bay Business Park”. Residents were then asked: “on a scale of 1 to 9 where 1=not at all well, 5=neutral and 9=extremely well, how well do you think the Council performs in providing this service?” The responses are illustrated in Figure 3. Figure 3 Customer Satisfaction Survey Results 2014 The report based on the 2014 survey concluded “Across most areas, there were some minor differences in resident satisfaction with urban stormwater drainage; however, these were NOT statistically significant indicating a degree of consistency in the provision and quality of these deliverables. Marlborough Sounds satisfied/neutral/dissatisfied variations resulted in lower mean performance ratings. Low rating comments included drains blocked/need clearing and flooding still occurring. Overall, 62.9% of residents were satisfied to some degree. In terms of trends, current and historical rating levels are somewhat inconsistent with ratings up some years and down other.” Page 20