Reviewing the standard of Highways England’s responses to road user contacts and complaints

19 December 2016

Transport Focus was invited by Highways England to review the standard of the company’s responses to road user contacts and complaints. Highways England is the government-owned company responsible for operating, maintaining and improving England’s motorways and major ‘A’ roads.

We undertook this review with the aim of helping the company improve the quality of its communication with road users and to understand how it uses feedback from road users to drive improvements to the service it provides.

We identified four areas which we recommend Highways England prioritises for improvement:

• demonstrating a ‘customer focused’ approach
• providing detailed and helpful information
• using clear and easy-to-understand written responses
• acting on feedback from road users