Corporate report

Highways England Customer Service Strategy

The Highways England approach to customer service.


Customer service strategy

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email Please tell us what format you need. It will help us if you say what assistive technology you use.


We have an important role to play in the economy and people’s lives by helping the movement of goods and people around the country, with minimum impact to the communities we serve. To fulfil this role, we acknowledge that we must improve the service we provide so that, ultimately, customers know we’re on their side.

To achieve this, it‘s not just about changing what we do, it’s also about changing the way we do it. This Customer Service Strategy sets out our approach.

Published 8 January 2016
Last updated 12 February 2016 + show all updates
  1. Minor change
  2. First published.