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Council calls on residents to help improve its customer services

People who live, work and study in the borough are being encouraged to help improve Tower Hamlets Council’s customer services by taking part in a new survey.   

The council is putting local residents and other service users at the heart of everything it does to provide the best possible experience when they use our services. 

Feedback from users has shown not everyone is receiving a consistent service whether they are accessing services online, or they are contacting the council on the phone or face to face.

The council wants to know which services people use, how they access them, what people think makes for great customer service, as well as ideas for future improvements.  

The survey feedback will be used to help create a new Customer Service Strategy which will put in place a set of clear and lasting service improvements.  

Lutfur Rahman, Mayor of Tower Hamlets, said: 

 “The council improves lives through the huge range of services we offer. However, it’s important that people can access those services quickly and easily, so they can concentrate on important aspects of their lives like their jobs, wellbeing or looking after their family. 

“Whether you are contacting us by phone, face to face or online, we must ensure there is a consistently good level of customer service. To achieve this, we need to hear about the experiences of people that use our services so we can fix any issues. Please take part in the survey and let’s improve Tower Hamlets together.” 

Cllr Kabir Ahmed, Cabinet member with responsibility for customer services, said:  

“Our residents deserve consistently high levels of customer service. It is important we listen to our residents and service users so we know what works well and what doesn’t and so we can improve the experience for everyone.” 

To take part in the survey visit Talk Towerhamlets

It will run between Tuesday 1 November to Wednesday 30 November 2022. 

People needing help to fill in the survey online, can visit our Idea Stores or Residents’ Hub at Mulberry Place Town Hall where staff are on hand to help them complete it. 



Posted on Monday 31st October 2022