We’re excited to share that we are launching our new Customer Access Strategy for 2026–2029. The strategy outlines our roadmap of activities designed to make it easier than ever for customers to access our services in a way that suits their needs.
Over the past three years, we’ve made great progress by:
- Expanding online services with 195 self-service options available 24/7.
- Supporting tenants in booking housing repairs online.
- Increasing Customer Service Centre face to face opening hours for in person support to Monday–Friday, 9am–5pm.
- Streamlining complaints handling and introduced new ways for customers to share feedback.
Building on this success, our new strategy focuses on five key aims:
- Customers at the Heart of Everything We Do – Customer feedback shapes our services.
- Resolving Queries at First Point of Contact – Quick, effective solutions every time.
- Flexible Services That Adapt to Changing Needs – More choice, more convenience.
- Digital First Approach – Simple, secure, and accessible online services.
- Maximising the Use of Technology – Innovative tools to improve your experience.
The new strategy is about putting people first. Whether our customers prefer digital services, a phone call, or speaking to someone in person, we’re committed to providing choices. Our goal is simple; to make it easier for the Councils customers to access the support they want, in the way that works best for them.
Look out for updates and further information over the coming weeks.