Making our services accessible, intuitive and responsive for everyone
Our Customer Access Strategy sets out how we will support residents, businesses, visitors, partners and staff to access our services in the ways that work best for them. Building on the progress of our previous strategy, this next phase focuses on digital by choice, multi‑channel access, and personalised support - ensuring no one is left behind as services evolve.
As our communities’ needs change, so will our approach. Whether someone prefers to contact us online, by phone, or in person, we are committed to making every interaction simple, efficient and supportive.
Read our Customer Strategy 2026 - 2029 (PDF, 526KB). There is also a summary version (PDF, 3.48MB) and an easy read version (PDF, 226KB).
Our Vision
To provide services that are easy to access, intuitive to use, and responsive to customer needs - delivered through a choice of channels, with consistently high standards across every interaction.
We aim to combine the convenience of continually improving digital services with the reassurance of flexible, personalised support for those who need it most.
Our Priorities for 2026 - 2029
1. Digital Services with Multi‑Channel Access
We will create seamless online experiences while ensuring customers can still choose to contact us by phone, in person, or through assisted support. New features such as real‑time updates, digital signatures, push notifications and improved web journeys will make it easier to interact with us at any time.
2. Inclusivity and Accessibility
We will ensure our services are accessible to all - improving screen reader compatibility, hearing loop systems, language support, and offering digital skills training for anyone who needs it.
3. Support for Customers Who Need It Most
As demand for enhanced support grows, we will focus on delivering a personalised, needs‑based approach, ensuring customers receive the right help at the right time.
How to Get Involved
We are committed to continuous improvement and want our customers to be part of shaping how we work. Click the link below if you are interested in joining our user groups. By taking part, you can help us test and review our processes and systems, ensuring they are clear, efficient, and built around your needs.
Our Commitment to You
We will:
- Be professional, helpful and courteous
- Understand your circumstances and needs
- Protect your personal information
- Take ownership of your enquiry
- Put things right when we get them wrong
- Communicate clearly and in plain English
- Continually improve based on your feedback
- Respond within reasonable timeframes
Your Commitment to Us
You can help us by:
- Treating our staff with respect
- Providing constructive feedback so we can continue to improve
Give us feedback
We know that no-one gets everything spot-on all the time, which is why we value your feedback.
We would like to hear from you if you have a suggestion to let us know how we could do things better, or if you feel we have done something really well so we can keep doing it to benefit both you and our other customers.
Give us feedback.
Ways to contact
How you can contact us.