Highways Agency - Safe roads, Reliable journeys, Informed travellers

Related pages

• Satisfaction Surveys
• Frequently Asked Questions
• Contact Us

Welcome to the Highways Agency  feedback page. "What you say counts......". The feedback we receive is very important to us and we are committed to putting customers at the heart of our business, in line with our Customers First Corporate Plan.  As part of this we have developed ways to ensure that feedback 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 need help with this and 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 influences the way teams do their work. They are essentially the "eyes and ears of the Agency".  Please view our the latest Customer Feedback Report covering Quarter 2 (July - September 2009/10) (PDF 54.8KB) which contains feedback from our Customer Beacons.

Feedback, including complaints and compliments, comes to us  through many channels, telephone, letter, email and 'face to face' at our many exhibitions and events,  and also through a regular rolling programme of surveys. Area Road Users' Satisfaction Surveys (ARUSS)  are carried out in all 13 areas, please visit the Satisfaction Surveys page for the most recent results. The latest version of the National Road Users' Satisfaction Survey (NRUSS) - June 2009-10) can be found under the same link. If you have any questions about these surveys please email our team customer@highways.gsi.gov.uk

"Listening to customer feedback..............."

Help for drivers stuck in long queues behind serious incidents on M6 and M56 in the North West.........

We know from your feedback how much you hate being caught behind incidents on the motorways and being delayed for long periods. The Agency is installing several special gates which will be used to free "trapped traffic" when major incidents block a carriageway.  The first gate will be fitted along the M6 between Standish and Leyland (junctions 27 and 28) in Lancashire.  Further information can be found here.

Results from our road users' survey reveal that almost half of respondents who had heard a severe weather warning admitted that they did not carry out any checks on their vehicles before travelling.  So we are asking drivers to carry out simple vehicle checks before they set out; to carry a severe weather emergency kit in their vehicles; and to monitor the traffic and weather conditions and plan their journeys by using our website, listening to DAB digital 'Traffic Radio' or local radio stations, or by calling our information line (08457 50 40 30).  Follow the link for advice on the checks we recommend and what you should carry in your vehicle.

Bad weather encourages journey planning good habits!

We have noticed a 400% increase in demand on the journey planning section of our website which means that more of you are checking weather conditions before you set out - please encourage your friends and family and let us know if there is anything we can do to improve the information. Remember to not only plan your journey, allow plenty of time and check for updates when you take a break.

You tell us you like and appreciate:

• Prompt and efficient completion of roadworks
• Friendly and helpful support from Traffic Officers
• Resurfacing works carried out quickly and efficiently with little disruption
• Clearing incidents quickly and therefore enabling traffic to flow freely
• Being advised in advance of roadworks on your daily journeys
• The provision of driver safety packs
• Good customer service provided by our Information Line (HAIL)
• Clarity of information in letter drops about roadworks in your area

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.   Call our 24hr HA Information Line (HAIL) on 08457 504030  or e-mail:ha_info@highways.gsi.gov.uk