Customers were frustrated. Engineers were stretched. The planning system wasn’t working. The team rebuilt it from the ground up, using real-time data to forecast demand. They cut last-minute cancellations and even introduced same-day service. Most importantly, they earned trust—both from engineers and customers—by delivering what they promised.

The Aldermore team knew things had to change. Service levels were poor, and staff were overwhelmed. Instead of patching up problems, they tackled the root causes. Breaking down silos and using data to drive decisions, they improved efficiency, saved £7m, and boosted engagement. The real win? A lasting culture shift.

Celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.

With clearer processes and information needed, Water Plus built Oasis - one simple knowledge hub. Clear steps, smart guides and knowledge gaps addressed. Now, staff feel confident, training’s faster, and customers get informed responses - first time.

TSB launched Video Banking so people could speak to advisors without leaving home. It worked. Customers loved it, staff felt more efficient, and the personal touch didn’t get lost —just delivered differently.