focus – the Future of Customer Service

We’re excited to launch our focus programme – the Future of Customer Service. This will change the way we deliver services to our customers, making our customer and community experience and satisfaction sector-leading.


focus is all about the customer.

focus is all about exciting change.

And focus is all about working together to innovate.


Importantly, focus is all about co-creating change with customers and colleagues, not to them.


For customers, what will this mean? focus will:


And what does focus mean for our colleagues? focus will:


We’re in the early stages of planning the programme, but there will be lots of opportunities for customers and colleagues to get involved as focus progresses – so watch this space!