Customer

Our Customer Service Strategy

The needs of our customers are at the core of everything we do. We actively listen to the people who rely on our roads, ensuring that the experiences and feedback of those affected by our work shape our actions and decisions.

Our customer base is diverse, including those who use our roads – whether travelling by car, goods vehicle, motorcycle or bicycle, on horseback or on foot – as well as those who live and work alongside them.

Find out more about our Customer Service Strategy

man in wheelchair preparing to get into car

Access and Inclusion

We understand that many disabled customers face barriers when planning their journeys, including challenges with refueling, finding rest and refreshment stops, dealing with breakdowns, and navigating roadworks or diversions.

Managing delays

From designing and maintaining road infrastructure to quickly clearing incidents, everything we do is focused on ensuring smooth traffic flow. We are committed to helping customers enjoy safer, more reliable journeys across our 4,300 miles of motorways and major A-roads 24/7.

Litter

Litter is a serious issue that negatively impacts the environment and frustrates our customers. It also poses a risk to our staff, who are tasked with collecting it, diverting valuable time and resources that could be better spent on enhancing the road network.