Our new Customer Voice & Experience Strategy 2025-2028
At the heart of our work is a simple idea: listening to you, our customers, and using your experiences to shape better services. Our Strategy sets out how we’re strengthening the Customer Voice and improving Customer Experience (CX) across all our services.
It’s about making sure your feedback leads to real change - improving communication, resolving issues effectively, and building a relationship based on trust and respect.
Our goals:
Deliver timely, clear, and personalised communication that matches your preferences and needs. Make it easy and accessible for you to provide feedback. Use your up-to-date data to improve quality and efficiency of services that get things right the first time. Make our complaint resolution process more responsive, empathetic and create a culture of learning lessons from our mistakes. Foster a culture where customer insight drives continuous improvement. Ensure all communication is appropriate, relevant, and easy to understand.
Read the full strategy over on our website