Highways Agency

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Welcome to the customer feedback page of the Agency's website. This web page has been developed to let you know what customers are saying, through surveys and other contact sources, and the actions we have taken as a result.

The Agency is committed to putting customers at the heart of our business, in line with our Customers First Corporate Plan. As part of this, the Customer Champion Team (CCT) have been developing ways to ensure that feedback received from road users, and other customers, is used to improve the way we carry out our services. This is achieved by drawing together all the feedback, identifying trends and best practice, and sharing it throughout the Agency.

We have a thriving Customer Beacon network representing teams across the Agency. These Customer Beacons have a strong commitment to improving services for customers and reacting to feedback. They look at trends and pass this information to their teams for action. This feedback can, and does, influence the way the teams do their work. Use the following link if you would like to download our current summarised Customer Feedback Report (83KB PDF).

Feedback includes both complaints and compliments through many channels - phone, letter and e-mail, and also through regular surveys. These surveys are carried out, in a regular rolling programme, in all 14 of the Highways Agency Regional areas. To see results obtained from some of these Area surveys please click  Area 6 ;  Area 9 or Area 13.

Responses to Customer Feedback - "What you say counts....."

Feedback is not always about the big issues - here are some examples of how you have helped us to make a difference.....

• Following complaints about stone-throwing a junior citizen's workshop was arranged with multi agency partners.  The emphasis of the workshops is on joined-up working aimed at communicating the importance of safety.
• A recent caller to HAIL reported a problem with new road markings on the M4/A34 junction near Newbury.  The caller was concerned as he had witnessed a near miss.  Action was taken by the relevant team in response to this feedback and the caller contacted us again to thank us for our quick response.
• Residents complained about noise from overnight working - contractors were instructed to minimise works after 23:00.
• In many areas we are running "litter awareness" campaigns following concerns expressed about roadside litter - extra litter picking crews have also been deployed.

The Highways Agency manages one of the busiest high-speed road networks in the world.  The high volume of traffic brings increased risks to those who work on the network to ensure that it is kept safe and in good condition for millions of road users.  We ask questions in the Area Road Users' Satisfaction Survey about how you think we can encourage safer driver behaviour through roadworks and how your driving changes when you encounter roadworks.  The results from 2007/08 are contained in this report : Road Worker Safety (29KB PDF)

Your feedback tells us more and more of you are holidaying in the UK and for those of you heading towards the South West, we have produced a Summer Getaway 2008 leaflet, advising the busiest times and places in the region including:

• A303 westbound at Stonehenge between 13:00 and 17:00 on Saturdays and Sundays
• M5 southbound between Jcts 15-21 on Fridays between 11:00 and 19:00 and Saturdays between 07:00 and 15:00 
• M5 near Exeter between Jcts 20-30 on Saturdays between 08:00 and 15:00

The leaflet has been produced in association with South West Tourism and details 40 tourist attractions which visitors can enjoy to break their journey or to visit while they are on holiday in the region. You can get your copy at Motorway Service Areas or by telephoning the Highways Agency Information Line (HAIL) on 08457 50 40 30 or you can download a copy here: Summer Getaway 2008(29k). It also provides information on Hotspots and Toll Charges in the South West.

Clearing incidents quickly and safely is important to you and our Traffic Officers are frequently presented with routine incidents which they deal with quickly and efficiently. Occasionally something occurs which is not quite so routine and this happened when a group of 21 women from Rotherham were spotted on the M1 late at night. The coach they were travelling in had broken down. It was a cold night so our Traffic Officers provided them with foil blankets and stayed with them until they could be taken to safety at a nearby motorway service area.  A replacement coach eventually took them home. A spokesperson for the group said "The Traffic Officers were brilliant. We were surprised how quickly they arrived - it was a cold night and the draught from the cars on the motorway made it seem even colder.  It was a bit of an adventure for us in the end - they were so kind and helpful and we really are most grateful".

Please continue to provide us with your feedback,  good or bad,  not only about the services that we provide, but also what you think about this page and whether you would like to see anything else.   If you visit any major events look out for our stands - a good place to find information and discuss any issues.  Other ways to contact us: e-mail: customer@highways.gsi.gov.uk or call our 24 hr HA Information Line (HAIL) on 08457 504030.

Customer Champion Team

August 2008