The council is committed to putting people at the heart of everything we do, and providing excellent customer services for everyone who contacts us. Take our customer service survey or sign up to our customer panel and tell us how we can improve.


Customer survey
We are committed to putting people at the heart of everything we do, and providing excellent customer service for everyone who contacts us is an important part of that commitment.

That’s why we want to know what matters most to you about the customer service you receive from us, so we can make improvements that are based on your feedback.

We’re running a customer service survey to find out what is most important to you about the way we provide customer service, so we know where to focus our attention.

The survey asks about our customer promise, which is there to set out clearly the standards we expect around customer service, so you can hold us to account if we don’t deliver. We’d like to ask you how important the things included in our existing customer promise are to you, to make sure we are focusing on the right things. We’d also like to know if there is anything missing from our customer promise, or anything we should do differently in the future.

We also have a duty of care to our staff, who are here to help customers with their enquiries and issues. We’d like to know what you think it is reasonable for us to expect from our customers in terms of how customers interact with our staff.

We’ll ask a bit about you, how often you contact the council and what you usually contact us about. This helps us to understand whether different things are important, depending on what services you need from us, so we can make sure our approach is adaptable.

The survey can be completed online or you can call the friendly team on the telephone consultation helpline on 023 9261 6708 and they will take you through the questions on the phone.

The survey will run until 12 January 2024.


Customer panel
We’re setting up a panel of residents who regularly contact the council and who would be interested in getting more involved in helping to shape our customer services. If you’re interested in signing up to the panel, we’ll gather some information about you, so we know who you are and what kinds of services you use, and the best ways to get in contact with you.

We’ll then contact you with when we have opportunities for you to take part in either individual conversations on the phone, or small group discussions which could be in person or online on Teams or Zoom, or in workshop sessions to test new digital tools for our customers to make sure they work for real people.

We are particularly interested in hearing from customers who find it difficult to use our in-person, telephone, or digital services for any reason at all. We want to make sure we understand any problems our customers face so we can make it as easy as possible for everyone to use our services.

If you would like to sign-up you can provide your details online or you can call the friendly consultation helpline on 023 9261 6708 and they will sign you up on the phone, and answer any questions you may have.