Ofwat's interim findings in March 2006 ordered Severn Trent to cut its customers' bills by a total of £42m. Although Severn Trent disagreed, it decided to accept the findings and pay any fines. Its public pronouncements were unequivocal, expressing regret and apologising "unreservedly". In one senior manager's words: "If it's anything to do with customers, you have to apologise with great sincerity, then deal with the issues thoroughly… Customers want to see you being human. People accept things can go wrong, but people don't like to see 'scripts', they want to see people looking human".