Last month we launched ASK LEX, where we invited you to send in business related questions to Lex Russell, Managing Director of UK Materials. We want all of our employees to feel they can ask questions of our business leaders and receive transparent answers.

Thank you to those who have sent in questions so far. Where relevant, we will share questions and responses from Lex in future UK News editions.

Here is a question sent in for Lex, along with Lex’s response:

Q: In our strive to become a more sustainable business – why do we still communicate price increases on paper in the post? As we are trying to become a more digitalised company, surely it would be much better to communicate this via e-mail? (This would also cut down on customers conveniently claiming that they ‘Never received our letter’). 

A: It is a very relevant question and I agree we should strive to be paperless and more sustainable.

I would say our email contact data still needs some work to be confident in the accuracy, as we know from the NPS process. I would also be concerned that the excuse of “we never received your letter” moves to “it must have gone to junk mail”. However, we must aim to make this change as soon as possible and resolve the issues we face.  Terri Charles has agreed to support us with a plan to be ready as soon as we can.

If you have a question simply send it through to [email protected] and the Communications team will manage this directly with Lex. Written answers will then be provided back to you and, if appropriate, shared in UK News for others to read.

Please note that questions cannot be handled anonymously.

We look forward to hearing from you!