You may experience longer than usual call waiting times at the moment, so we're asking customers to check online for information before ringing our Customer Services team.

This week we launched a brand-new computer system for Team Futures to use. Our colleagues have had lots of helpful training, but understandably with all new technology it can take a bit of time to get used to and that means it’s taking people a little longer than usual to deal with calls. There’s a few ways that you can help us while we adapt.

  • Before you pick up the phone it’s well worth checking out our Help Hub. It’s full of information and advice about lots of common customer issues. Just type in your query and we'll list the answers. You may even be able to fix the issue yourself with our helpful online guides.
  • If you do need to tell us about a repair, please check our recently updated repairs page to find out how the fault will be prioritised and alternative ways of reporting an issue.
  • If you need to ring us to update personal details, make a payment or change payment details you can do this on MyAccount.

Please be assured, these longer waiting times will only be temporary, and this new system has been designed with the customer fully in mind. It's a new 'one-stop shop' for our colleagues to use when dealing with customer queries and means when you ring us we'll be equipped to answer your questions first time rather than having to check-in with other teams for updates.

The system is being introduced in phases but once it’s fully up and running, it will benefit your customer experience and journey with us. We'll be releasing more details about this new Customer Relationship Management (CRM) system and what it means shortly. It's been a project over two years in the making and we're just as excited to share the benefits with our colleagues as we are our customers. In the meantime, please bear with us while our team members get to grips with the new system and procedures.