Going above and beyond in challenging roadside situations to ensure public safety on the Strategic Road Network

As part of our ongoing commitment to customer care and operational excellence on the Strategic Road Network (SRN), we are proud to launch a new internal recognition scheme, the ‘Customer First’ Award, celebrating employees who go above and beyond in supporting members of the public in distress.

This initiative follows two recent incidents where our team members demonstrated exceptional compassion and quick thinking in challenging roadside situations. These acts of kindness not only ensured public safety but also exemplified the values we aim to uphold across our entire workforce.

Quick-thinking supervisor supports vulnerable member of the public

During a late-night National Highways, Scheme Delivery Framework (SDF) Area 10 – M56 J14 Lighting project, Project Supervisor Barrie Bridge observed a potentially dangerous situation developing on the M56 Slip Road. A man, appearing disoriented, was walking towards the main carriageway, posing a serious risk to himself and road users.

Demonstrating calm judgement and clear concern for the individual’s well-being, Barrie safely intervened. He de-escalated the situation through measured conversation, guided the man away from the live carriageway and back to a secure pedestrian route. He also offered medical assistance, which was declined, and ensured site security was briefed to alert emergency services should the individual return.

Providing practical support during a roadside emergency

While overseeing our M62 J25-J30 AMI Signals Renewal Surveys work, on the SDF Area 12, Supervisor, Adam Cook was made aware of a broken-down vehicle within our traffic management area. The member of the public had lost a wheel and was awaiting recovery, presenting both a safety concern and a distressing situation for the driver.

Adam took immediate action to ensure the safety and comfort of those involved. He provided drinking water, offered access to welfare facilities, and parked a site vehicle behind to illuminate the stranded car, improving visibility and protection until recovery arrived. He also coordinated with the Traffic Management Foreman to facilitate a safe escort off the network once the vehicle was roadworthy.

UK Customer Service Week

The launch of the ‘Customer First’ Award highlights our commitment to recognising and rewarding the exceptional service that puts people first, precisely the spirit celebrated during UK Customer Service Week, which this year falls on the 6^th – 10th October. The actions of Barrie Bridge and Adam Cook embody the values we wish to elevate: Compassion, Proactivity, and Safety. Their interventions, whether guiding someone away from danger or offering comfort and practical assistance, remind us that every interaction, especially in challenging roadside scenarios, is an opportunity to make a difference. As we mark Customer Service Week, we are proud to officially honour those among us who do more than their duty, reinforcing that putting the customer first isn’t just what we aim for, it is what we stand for.