Telephone line update
We want to apologise to customers for any problems getting through to us on our telephone lines and delays in answering your calls. We know that this is frustrating and it’s not the level of service we want to provide. We’re doing everything we can to answer your calls as quickly as possible.
The cyber incident we experienced had a big impact on all our systems and we have fixed many of them allowing us to continue providing services as normal in most cases. Unfortunately, we have had to replace our telephone system and a new one is being tested, our teams are being trained, and we hope to have this up and running in a couple of weeks.
The issues with our phone lines, as well as the fact that there was a time when we could only take emergency calls, means there is now a build up of people needing to get through to us and we have very high demand in our customer service centre. We have recruited more people to answer your calls.
We want you to know that we are doing all we can to improve the time you are waiting to get through to us, and we thank you for your patience while we put things in place to address the issues.
It will take a few more weeks for these measures to take effect but we are committed to answering your calls as soon as we can and ask that you continue to show understanding when speaking to a member of our team.