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When you contact us, we record information about your enquiry so we can understand what you need, keep track of what's happened and make sure the right people can help.
We use a system called Salesforce to record and share this information between teams. The information recorded should help colleagues understand your situation, avoid asking you for the same information more than once and make sure you receive the right support at the right time.
Our customer review group, In-Focus, is carrying out an independent review of how customer information is recorded, shared and used. They're looking at whether the information we record helps colleagues deliver a better experience for customers and whether it supports clear communication, smooth handovers between teams and timely responses.
Join Our Reality Check Session
The In-Focus Team has already listened to customer calls, spoken to colleagues and gathered evidence as part of the review. We'd now like to hear from a wider group of customers to join a discussion with the In-Focus Team and share their experiences of contacting us.
You’ll talk about:
Whether you had to repeat information.
Whether colleagues seemed to understand your enquiry.
Whether different teams had the information they needed.
Whether you received clear updates.
What worked well.
What could have been better.
Your feedback will help the In-Focus Team understand whether their findings reflect real customer experiences. It will also help them identify what changes could improve the service that all of our customers receive in the future.
Session Details
Date: 29 September 2026 Time: 10:00am to 12:30pm Location: The Quays, Shipley
Help Us Improve How We Handle Customer Enquiries
Why are we doing this?
When you contact us, we record information about your enquiry so we can understand what you need, keep track of what's happened and make sure the right people can help.
We use a system called Salesforce to record and share this information between teams. The information recorded should help colleagues understand your situation, avoid asking you for the same information more than once and make sure you receive the right support at the right time.
Our customer review group, In-Focus, is carrying out an independent review of how customer information is recorded, shared and used. They're looking at whether the information we record helps colleagues deliver a better experience for customers and whether it supports clear communication, smooth handovers between teams and timely responses.
Join Our Reality Check Session
The In-Focus Team has already listened to customer calls, spoken to colleagues and gathered evidence as part of the review. We'd now like to hear from a wider group of customers to join a discussion with the In-Focus Team and share their experiences of contacting us.
You’ll talk about:
Whether you had to repeat information.
Whether colleagues seemed to understand your enquiry.
Whether different teams had the information they needed.
Whether you received clear updates.
What worked well.
What could have been better.
Your feedback will help the In-Focus Team understand whether their findings reflect real customer experiences. It will also help them identify what changes could improve the service that all of our customers receive in the future.
Session Details
Date: 29 September 2026 Time: 10:00am to 12:30pm Location: The Quays, Shipley