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Goodness help anyone who is found to have orchestrated activity across the helpline, investigations etc to cover this up, they’ll be off to Tower Green. The CEO is really the only one capable of having a view of ’the system’ - whether they have that capability is another thing or ’the system’...

Pretty clear that the PO workforce were all in their little silos within a very prescriptive culture. Seems endemic and a special measures case.