I'm saying nowt. ;)
Except....
HA has had occasion to write to various of their local officers and the response has been variable. I have an idea that a lot of enquiries get routed through the Regional Offices and that can have random effects.
One wheeze is to email them at customer services. They have a strict service standard that says they have to respond quickly. So you can get a prompt reply saying they're getting someone on the case.
Which is nice....