We’ve been working really hard on improvements to our call answering and we hope you’ll start to experience a better service. We’re sorry that some of you who’ve tried to contact us at the start of the year, had to wait too long for your call to be answered.

Here’s how we’re improving things:

• Bigger and better-trained team. We’ve recruited new members to our Customer Experience team and we’ve launched a new training programme, to help improve the quality of our calls.
• Investing in our online services. We’re improving our digital channels to make our services easy to use. They’re available 24/7, so you can contact us at a time that suits you. Yesterday, we launched our new website and later this year, you’ll be able to access your brand-new customer online account. You’ll have more information on this nearer the time.
• Learning from our mistakes. We’re reviewed the service that we provided during busy winter periods, to look at what we can do better next year.

So, we’d like to thank you for your patience over the past couple of months and we hope that the next time that you need to get in touch with us, you’ll notice an improvement in our service.

Make a note of our new phone number

We’re changing our phone number. Our new number which is available to use now - 0800 652 0898 - will replace our two current numbers, which we’ll start to phase out later this year.