We’re committed to listening to customers and acting on feedback

We’re committed to listening to our customers and acting on your feedback. We take your comments, complaints, survey feedback and compliments seriously.

We aim to “Listen and Act” and will be regularly updating you with what  we’re doing to make improvements to our services.  

Please see below for examples of how we're listening and acting on your feedback.

Back to the list

May 2024

Listen  - You've told us that when you phone our customer services team, you’re often waiting a long time for your call to be answered.  

Action – We've set up a triage system with three members of our customer services team taking the calls faster and more effectively. So if a call is lengthy, we’ll gather all the relevant information and call you back later on the same day. Feedback from customers has been very positive and the numbers of calls we’ve answered has risen significantly which helps to build trust that we do what we say we’ll do.