Customer service
Tower Hamlets is increasing customer service staffing, while Greenwich is extending contact centre hours and integrating AI to improve resident access.
Tower Hamlets Council is increasing customer service staffing levels to address resident complaints and difficulties in contacting the council, as acknowledged by Chief Executive Steven Halsey in March 2026. Councillor Nathalie Bienfait raised concerns at an Overview & Scrutiny Committee meeting regarding high inquiry volumes and resident access.
Greenwich Council extended its Corporate Contact Centre hours to 8:00 a.m. – 6:00 p.m. in November 2025. The council also implemented new technology, including AI integration, to enhance customer service, as heard by the Organisation and Communities Scrutiny Panel. Southwark Council was scheduled to review its customer service performance and approach to handling complaints at an Audit, Governance and Standards Committee meeting in November 2025.
The provision of assistance and advice to those who use council services is a focus area for councils. This includes ensuring quality support for specific services, such as Hackney Council being set to award contracts for a dockless cycle hire service in July 2025, aiming to improve transport options for residents.
Key facts
- Tower Hamlets Council is increasing customer service staffing levels. Source
- Chief Executive Steven Halsey acknowledged the need for more personnel in Tower Hamlets in March 2026. Source
- Greenwich Council extended its Corporate Contact Centre hours to 8:00 a.m. – 6:00 p.m. in November 2025. Source
- Greenwich Council implemented new technology, including AI integration, for its contact centre in November 2025. Source
- Southwark Council was scheduled to review customer service performance in November 2025. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on. It describes what councils have discussed and decided; it does not take a view on any decision. Each key fact links to the story it comes from. Updated 30 September 2026. Spotted a mistake? Email community@opencouncil.network.