Summary:
The new 2026 - 2029 Customer Access Strategy has been designed to make it easier, quicker, and more convenient for residents to access the support they need, whenever and however they choose to contact us.
At the heart of this strategy is a commitment to delivering exceptional service through a more responsive, flexible, and digitally enabled approach. Five key priorities will guide our efforts to achieve improved service delivery:
1. Customers at the Heart of Everything We Do
Customer insight and feedback will play a vital role in shaping services, ensuring that what matters most to residents continues to guide improvement and innovation.
2. Resolving Queries at First Point of Contact
We aim to provide quick and effective solutions, reducing the need for follow‑up calls or repeat enquiries and improving satisfaction at every stage.
3. Flexible Services That Adapt to Changing Needs
As customer expectations evolve, so will our services. This means offering greater choice and convenience, ensuring residents can engage with us in ways that suit their lifestyles.
4. Digital First Approach
New and improved online services will be easy to use, secure, and accessible—making it more simple for customers to complete tasks or find information whenever they want to.
5. Maximising the Use of Technology
Innovative tools will enhance the customer experience, streamline processes, and enable staff to provide more efficient and accurate support.
Putting People First
This new Customer Access Strategy reinforces our commitment to providing services in a way that truly meets residents’ needs. Whether some may prefer digital self‑service, a conversation over the phone, or face‑to‑face support, we will continue to offer multiple ways to get in touch.
Frequently Asked Questions (FAQs):
- What are all the current ways that people can contact Ipswich Council Borough and get help? Will this change under the Customer Access Strategy?
Customers can currently contact Ipswich Borough Council 24/7 by using our online services on the website. Alternatively, for those who need to speak to one of our Customer Service Advisors, our Customer Service Centre is open from 8.30am to 5pm, Monday to Friday and for those who need to speak to us face to face, Grafton House is open 9am to 5pm.
A new ‘digital first’ approach will be rolled out which aims for the majority of enquiries, requests and complaints to be dealt with at the first point of contact, using online self-service options and chat functions, whilst maintaining in person and telephone support from Customer Service Advisors.
Our online services aim to make it quicker and easier for customers to access information, request services, and report issues at a time that suits them, 24/7 including for our housing tenants, booking repairs online.
How will access to in person Ipswich Borough Council services and support change under the Customer Access Strategy?
There will be no change to in person access, if customers need to visit us face to face they can continue to do so by visiting Grafton House Monday to Friday from 9am until 5pm.
I would like to use your online services but I need support with my digital skills, can you help?
Our Customer Service Advisors will be pleased to assist you with using our online services. Additional help is available from organisations such as Citizens Advice Ipswich, Suffolk Libraries, Suffolk InfoLink and Suffolk Information Partnership, who can signpost you to digital coaching workshops and a wide range of community services.
Helpful links
- Citizens Advice Ipswich: https://www.citizensadviceipswich.org.uk/
- Suffolk Libraries – Services available: https://www.suffolklibraries.co.uk/visit/services
- Suffolk InfoLink: https://infolink.suffolk.gov.uk/
- Suffolk Information Partnership: https://www.suffolkinformationpartnership.org.uk/