Customers who connect through a third party.

We identified customers who procure connections via a third party and contacted them to seek feedback on our service.

Many new applications we receive come via agents working on behalf of a client who is seeking a connection to our network, and so this year, we have been thinking about how to engage with customers who choose to interact with us through a third party.

We want to ensure that all of our customers - whether they engage with us directly or use a consultant, contractor or ICP to procure connections on their behalf - have opportunities to give feedback on our connections service and know how to contact us, should they need to.

We have been proactive in our approach using data, the knowledge of our
connections teams and the relationships we have with third parties to identify these customers. To make this process easier going forward, we have made changes to our application forms to include a new section for applicants to complete and tell us if they are working on behalf of another party.

We were able to identify 35 end customers, including large retailers, telecom providers and manufacturers, and wrote to them with an invitation to provide feedback on our connections service.

We have also held constructive meetings with contractors and consultants working on behalf of major clients to identify any emerging trends or challenges, before they can impact on either of our critical paths.