Our Services National Highways Advocacy Service We can support you if you need help to navigate a National Highways process or are struggling with an issue and feel you would benefit from support. National Highways is the government company charged with operating, maintaining, and improving England's motorways and major A roads. We can also support you if you want to make a complaint to National Highways and you find it difficult to do so on your own. POhWER provides a free, independent, and confidential advocacy service to support customers who need support communicating with National Highways. We can help make sure your voice is heard, and your concerns are understood. How can an advocate help me? If you need support to follow a process, make a complaint, or to communicate with National Highways, you can access our National Highways advocacy service. This service is completely independent of National Highways. An advocate can: Provide information about how to complain including who to complain to Explain the complaints process and your options at each stage Help you navigate processes such as when National Highways work affects your property Ensure your voice is heard Help you understand the information provided and explain what options are available to you Help you to write E-Mails to National Highways Help you to contact a Member of Parliament to refer your complaint to the Parliamentary and Health Service Ombudsman Signpost you to other organisations which can help you if we can’t Help you liaise with other organisations There are some things that our service can’t help with, including: Investigating your complaint Supporting you with a complaint about something that happened more than 12 months ago, unless you have a good reason for not complaining sooner. This is because National Highways requires customers to complain within 12 months. Supporting you with a complaint about something that is not related to National Highways Giving you legal advice Giving you medical advice How can I make a complaint? If you are unhappy with something National Highways has done, you have the right to raise a complaint. You might find it difficult to make a complaint on your own, especially if you have a disability, health condition, learning difficulty, or other access need. That is where we can help. What is the National Highways complaints process? National Highways has a process for handling concerns and complaints raised by members of the public. Sometimes this process can feel complicated, especially if you are not sure how to start, what to include, or how to explain your concerns. That is where an advocate can support you. We will help you understand the complaints process and guide you through each step. How to access the service You can get support from an advocate if: You are a customer who needs help with a National Highways process and are finding it hard to understand what you need to do. You are a National Highways customer who wants to make a complaint but finds it difficult to do so on your own, or you are already in the process of making a complaint and are finding it hard to engage with National Highways. The issue or complaint you need help with is related to a highway or project owned by National Highways. To see which roads are managed by National Highways, follow this link: https://nationalhighways.co.uk/our-roads/roads-we-manage/ You can access the service in the following ways: Call or email us directly (details below) Ask a National Highways team member to refer you This is a free, independent, and confidential service. Get help from an advocate: Call us: 0121-726-8587Email us: [email protected] Download our National Highways Advocacy leaflet Download our National Highways Advocacy self help pack Download our National Highways Advocacy complaints process in easy read Manage Cookie Preferences