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As part of our Customer Influence Strategy to listen, understand, learn and act, we’re reviewing our current service standards and co-creating new ones with customers. We want to be clear about the service you can expect from us—and how we’re doing.
So far, we’ve worked closely with customers to improve the existing standards around:
We also created a brand-new standard: Keeping in Touch. You told us communication needs to improve—and we’re acting on it. This new standard focuses on making sure you’re kept informed, every step of the way.
All of these standards have now been approved by our Customer Service Committee (CSC) and will be launched on our website from 1 June.
Next, we’re working with customers to co-create standards for:
We’ll share updates and you’ll be able to see how we’re performing every quarter.
If you’d like to help shape and improve our services, we’d love to hear from you - get in touch!