31 March 2025, 16:00 | Updated: 31 March 2025, 16:32

By Anna McShane

“We are experiencing high call volumes at the moment. Your call is important to us.”

If there’s a soundtrack to broken Britain, this might be it.

Forget culture wars and economic growth for a moment. There’s another, quieter crisis unfolding - one that doesn’t make the front page, but is nonetheless chipping away at national confidence and trust in institutions. It’s a crisis not of failure, but of friction - slow, frustrating, and quietly corrosive.

Our latest report at The New Britain Project, finds that British adults are wasting 1.52 billion hours every year to bad customer service and broken systems, from GP appointment frustrations, to council website........

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