Annual customer feedback report

Looking forwards

Over the past few years, complaints have been overseen by the governance team who transformed the way they were managed, monitored response times, and ensured responses were customer centric.

Moving forwards, complaints are now being overseen by customer services, which will help to ensure they are used to challenge service delivery and drive positive change across the organisation as part of our customer focused approach. The customer services team will also be working to help increase the number of complaints responded to on time by simplifying and streamlining processes.

MP enquiries and compliments will also move over to the customer services team during the year, and the team will start to collect outcomes and lessons learned from MP enquiries.

Freedom of information requests will be overseen by the compliance and data protection officer.

If you have any questions, please email our customer services team at