You spoke, we listened Q2 update

Our quarterly You Spoke, We Listened updates show how your insights directly lead to service improvements.

Our latest update is online now - you can read how we've taken action on the things that matter most to you, including:

• Reviewing and updating our ASB processes to strengthen communication, so customers know who is managing their case and how progress will be monitored.
• Monitoring complaint timescales more closely.
  Introducing text message notifications when a Technician is on the way, which also includes a tracking link.
• Updating our communications to make it clearer how to use the Customer Portal.

While we aim to act on your feedback wherever possible, there are times when we’re unable to make the changes you’ve suggested. Our latest report shares some examples from the latest reporting period and explains why we haven’t been able to take action.