Now that 2026 is under way — our second full year of trading since we began in November 2024 — we want to share what we will be working on.
Clearer communication
We will continue the work we began last year to make every letter, email and form as plain and easy to follow as possible. Clear communication is not a nice-to-have; it is part of treating customers fairly.
Stronger support for customers in difficulty
Cost-of-living pressures have not gone away. We will keep our hardship and payment-arrangement processes straightforward, and keep signposting the free, independent advice that is available to anyone who needs it.
A growing knowledge base
We will keep expanding our Support Articles so that more answers are available whenever you need them, day or night.
As ever, the best way to tell us what matters to you is simply to tell us. Our Contact Us page is always open.