Highways Agency - Safe roads, Reliable journeys, Informed travellers

Related pages

• Satisfaction Surveys
• Get in Touch

Welcome to the Highways Agency feedback page.  The Agency has a world class reputation in the operation, maintenance and improvement of England's motorways and trunk roads.  We aim to continue this focus on performance as we strive to be the world's leading road operator, but in light of the 2010 spending review, we will do so with less money. To ensure we can continue to operate, maintain and improve the road network effectively, we will focus on priority activity, realising greater efficiencies across the organisation.  To achieve this we remain committed to listening and responding to our customers to help improve the network for their use.  Your opinions are more important than ever to us so please let us have your feedback.

To help us achieve our vision we need help and we have a well established Customer Beacon network, representing teams across the Agency.  These Customer Beacons are strongly committed to improving services for customers and reacting to feedback.  They look at trends and influence the way teams plan their work.  The published feedback can be seen in the latest Customer Feedback Report covering Quarter 2 2011/12 (251KB). Feedback, including complaints and compliments, comes to us  through many channels. We have a regular rolling programme of surveys Area Road Users' Satisfaction Surveys (ARUSS)  are carried out in our 13 areas. Please visit the Satisfaction Surveys page for the most recent results. The latest version of the National Road Users' Satisfaction Survey (NRUSS)  can be found under the same link.  Both the ARUSS and NRUSS are designed to gather views directly from our customers to highlight areas that may need improvement.  We see this as an extremely important method of feedback and particularly useful for assessing the experiences of road users. If you have any questions about these surveys please email our team customer@highways.gsi.gov.uk

The Area Road Users's Satisfaction Surveys (ARUSS) have been monitoring awareness of the Agency and satisfaction with Agency services since 2006 in each of the Agency's areas. The questions relate to general experiences and perceptions of the network within the area.  The results are used to understand what is important to road users' and to improve the services the Agency provides.

• Using variable message signs to provide 24-hour notice to drivers of any expected severe weather.
• Informing drivers of the expected time a road is due to open after a major accident.
• Informing drivers when a road has reopened after a major incident.

• Our  Make Time for Winter Campaign is well under way and you will probably have seen some of our messages asking you to be prepared.  We know from your feedback how important your journeys are at this time of the year and we would urge you all to take care on the roads and take our advice which can be found on the Agency's Home Page. 

You tell us you like:

• Driver Information Programs on the Highways Agency website
• The use of temporary signs and the web site to give accurate and up to date information about what we are doing
• Improvements which make journey times more reliable for the daily commute

We would like to hear from you about the services that we provide and also what you think about this page and whether you would like to see anything else. Your feedback is very important to us. Call our 24hr HA Information Line (HAIL) on 0300 123 5000 or e-mail: ha_info@highways.gsi.gov.uk

January 2012