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  • Every customer matters 2020

    If you've been following our work for a while, you'll know all about our customer focused strategy 'Every Customer Matters' which we developed alongside our business plan for the next five years. We worked closely with partners and stakeholders to develop initiatives that would truly identify areas of need amongst our customer base and work to improve our offering to support them in various circumstances.

    This is an ever-evolving strategy that we review regularly to monitor our progress against the plans set out but also to identify gaps in the offering as we learn more about our customers and their needs and throughout changes in the wider climate, which is so important, now more than ever. 

    We're really pleased to release the second edition of the strategy which details our existing plans to support customers in vulnerable circumstances as well as new ideas and initiatives that we hope to develop further in due course. These include the opportunity to check in with our Priority Services customers at least every two years to ensure our records are up to date and accurate in relation to their circumstances and make it easy for our customers who have a power of attorney to manage their affairs.

    For more information, you can view a copy of strategy by visiting the Resources section of our Partnerhub.

    We're always keen to work with our partners on projects and initiatives that can support those in need across our region so if you think our plans can support your organisation and those that you work with, please do get in touch by emailing

    Every customer matters