We have just approved a new communication strategy which has been developed to ensure that all internal and external communication and feedback is effective, meaningful and relevant. Our new strategy sets out the ways in which we will communicate and how we feedback to our customers, and identifies the standards and methods we will use to provide information, the types of information we will provide and how we will provide feedback. In addition, we have also updated our customer care service standards to reflect current practice and existing policies. These set out our standards in relation to how we aim to engage with our customers. A copy of the strategy and standards can be found here