Putting you at the centre of our plans

We followed a simple process to develop our plan for 2020-2025 and put you at the centre of it. We know that good listeners make better decisions, so before we started writing a single word of our plan, we started by listening to what you think and want from us.

To really understand what we need to do to be the best we can be, we didn't focus so much on the quantity of customers we spoke to, but on having good quality conversations with you. But even so, more of you than ever before took part in our research - over 32,000
of you - and we loved hearing all your opinions, good and bad. Our in-depth conversations with you helped us to gain a new perspective and understand what you want us to continue doing well, and the things you expect us to improve on.

We also looked at 24,000 complaints we’d received, as well as taking on board criticisms made on social media. All of your feedback has helped us to shape our commitments to you, that we'll be delivering through to 2025.