Listening to our customers

The High­ways Agency has a world class rep­u­ta­tion for the oper­a­tion, main­te­nance and improve­ment of England’s motor­ways and trunk roads.

Under­stand­ing the needs of our cus­tomers is an inte­gral part of the Agency’s oper­a­tions. To help us achieve our vision we need help.  We have a well estab­lished (2004) net­work of Cus­tomer Bea­cons, rep­re­sent­ing teams across the Agency.  The bea­cons are in a good posi­tion to encour­age teams who plan and develop ser­vices and deliver improve­ments to take account of what you, our cus­tomers, want.  They draw on the feed­back they receive from all road users, includ­ing freight; motorists; pas­sen­gers; cyclists and other cus­tomers such as road neigh­bours and local com­mu­ni­ties.  The feed­back comes from many sources includ­ing cor­re­spon­dence; tele­phone calls to the High­ways Agency Infor­ma­tion Line (HAIL) and our reg­u­lar sur­veys.  The pub­lished feed­back can be seen in the lat­est  Cus­tomer Feed­back Report cov­er­ing quar­ter 3 2013–14 (164KB PDF).

Feed­back, includ­ing com­plaints and com­pli­ments, comes to us through many chan­nels and since 2006 we have been car­ry­ing out a reg­u­lar rolling pro­gramme of sur­veys Area Road Users’ Sat­is­fac­tion Sur­vey (ARUSS) in each of our 13 areas (seven regions).  The ques­tions cover the respon­dents’ gen­eral expe­ri­ences and per­cep­tions of the net­work within the area where they live. We use the results to gain under­stand­ing about what road users’ find impor­tant and this helps us to improve our ser­vices.  The National Road Users’ Sat­is­fac­tion Sur­vey (NRUSS) tracks sat­is­fac­tion with respon­dents’ last jour­ney on the net­work. Please visit the Sat­is­fac­tion Sur­veys page for the most recent results.

If you have any ques­tions about either of these sur­veys we would be pleased to hear from you. Please email our High­ways Agency Infor­ma­tion Line (HAIL)

M4/M5 smart motor­way scheme fully open

Cus­tomer feed­back tells us that you are expe­ri­enc­ing the ben­e­fits intro­duced by the recently com­pleted M4/M5 smart motor­way scheme near Bris­tol.  Demon­strat­ing how a smart and effi­cient solu­tion can deliver improve­ments that road­users need – more capac­ity and bet­ter man­age­ment of traf­fic to reduce con­ges­tion and make jour­ney times more reliable.

The scheme cov­ers seven miles of motor­way around the Almonds­bury Inter­change and includes junc­tions 19 to 20 on the M4 and junc­tions 15 to 17 on the M5.  Every­day more than 140,000 vehi­cles use this sec­tion of motor­way, which is an essen­tial gate­way to the South West.  The work was deliv­ered within bud­get and com­pleted two months ahead of schedule.

A160/A180 Port of Imming­ham

Many of you tell us that you would like us to incor­po­rate bet­ter facil­i­ties for cyclists and pedes­tri­ans in our schemes.  The widen­ing of the A160/180 in North Lin­colnshire will do just that.  It will pro­vide bet­ter access to the Port of Imming­ham and the sur­round­ing areas by improv­ing the A160 between its junc­tion with the A180 at Brock­lesby Inter­change and the port.  Jour­ney times will be improved by reduc­ing con­ges­tion, par­tic­u­larly dur­ing the morn­ing and after­noon peak hours.  If the plans for the scheme are approved work will begin in sum­mer 2015. Find out more about this scheme.

Sym­bol Signed Diver­sion Routes

We know from your feed­back that many of you have, in the past,  had prob­lems fol­low­ing diver­sion signs. Our web page about sym­bol signed diver­sion routes has been designed to help you.

You tell us that you like…

  • Advance warn­ing signs and Infor­ma­tion about road closures
  • M4/M5 recently com­pleted man­aged motor­way scheme
  • Pub­lic consultations
  • Good com­mu­ni­ca­tion
  • Quick responses to your queries

You tell us that you dislike …

  • Insuf­fi­cient sign­ing of diver­sion routes
  • Lack of infor­ma­tion about overnight closures
  • Faulty street­lights
  • Pot­holes and poor road surfaces
  • Lit­ter