Customer Experience Strategy 2026-29
We want to ensure that you can access support quickly and easily, without unnecessary frustration or delay.
Our Customer Experience Strategy sets out our vision to provide the best possible experience for our customers, whoever they are and however they contact us.
The strategy is about more than just improving council services, it’s about ensuring that you feel supported, respected, and empowered.
Our vision
We believe every resident should feel valued, heard and respected when they interact with the council.
Our goal is to create a seamless, accessible, and responsive customer experience that makes life easier for everyone in Redbridge.
Our approach
Great service starts with understanding what people need.
That’s why we:
- make services simple and easy to access, so residents don’t have to explain their situation multiple times
- listen to feedback and use it to shape and improve our services
- provide early support to prevent small problems from turning into big challenges
- enhance inclusivity and accessibility, ensuring services are available for all resident regardless of their language, ability, or digital proficiency
Our commitment
- a customer-first culture
- digital access that works for everyone
- simple and effective service delivery
- strengthening community engagement
- supporting our staff to deliver excellent service
Read the Customer Experience Strategy (PDF 1.01MB)
