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From listening to customers we know…

You want to be able to access services and support more easily online

So, we will provide a mobile app that lets you manage your account easily and get in touch with us. Plus provide live chat across our website.


It’s important that you are treated with respect 

So, we will be open and honest and do what we say we will. Treat customers with dignity and respect. Listen with empathy and without judgement. And take responsibility and ownership of the queries we receive.


You want to be able to get in touch with us and access services easily

So, we will provide a range of ways to get in touch. Offering support over the telephone and online 8am – 6pm Monday to Thursday and 8am – 5pm on a Friday, plus access to your account 24 hours a day, 7 days a week via our app.


You want to be kept informed about where your enquiries are up to when you contact us

So we will:

  1. Give you a date and time when we will get back to you.
  2. Get back to you when we say we will
  3. Leave you a voice message, send you a text or drop you an email if we can’t get hold of you, depending which you prefer.


To help us deliver this offer, please

  • Let us know any changes to your contact details, your next of kin, or anyone living in your home.
  • Tell us how you prefer to be contacted.
  • Treat our colleagues with respect.