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) firstname.lastname@example.org.
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