Help improve our customer services ​

Customer Service

Our vision is regardless of the channel you contact us on residents will receive an excellent experience

People who live, work and study in the borough are being asked to help improve the council’s customer services by taking part in a survey.

We are seeking views on our Customer Experience Strategy to ensure delivery of a positive customer experience for all.

Feedback from users has shown not everyone is receiving a consistent service. We want to make sure no matter how you contact us (digitally, by phone or face to face) not only is your issue resolved as quickly as possible, but you also get an excellent service.

Why your views matter

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 Customer Experience Strategy provides details of how this will be achieved.

Lutfur Rahman, Mayor of Tower Hamlets, said: 

“The council improves lives through the vast range of services we offer, and it is important everyone can access those services quickly and easily. We are determined to be a council that listens and works for everyone.

"Whilst more people are accessing our services digitally, we realise some residents do not have access or are unable to use digital devices and channels. We established a Residents’ Hub model with our flagship hub based in Whitechapel where people who are unable to have their issues resolved over the phone or digitally, can access a face-to-face service.

Whether you are contacting us by phone, face to face or online, we need to hear about your experiences so we can give you the service you deserve.”

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

“Every single resident, business and visitor to the borough is our customer and we want to ensure we continually improve our service, to better meet their needs and do better than we’ve done before.

“We want to create a shift in how we think about and interact with you, for you to be at the centre of everything we do.

“The Customer Experience Strategy sets out how we will deliver a customer experience that exceeds your expectations. Please take part in the survey and let’s improve Tower Hamlets together.” 

To take part in the survey click here. The survey closes on Friday 7 July at midnight.

If you need help to fill in the survey online or do not have access to a device or wi-fi visit any of our Idea Stores or Residents’ Hub where staff will be able to help and support.

You can also request a hard copy of the form from our Idea Stores and Residents’ Hub.

For more details read our Customer Experience Strategy here.




Posted on Wednesday 14th June 2023