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Hi MDJ
Thanks so much for taking the time to feedback.
We agree we've lost our way - which I think for a big institution is a big part of the battle, recognising our faults and things (that are likely you rightly point out) are annoying at best and seem to lack common sense.
There genuinely is so much work being done to work on UW - phonelines are coming VERY soon and clearly an expectation they will be used! Which will be a start.. I can't promise all these things will happen overnight but they are happening and I can't wait to update you on USPs again very soon!
So I'm really sorry you've experienced the gangrene but we have a treatment plan in place so its health and a (slow steady sustainable )return to the good old days...
AJ
