Corporate Inquiries Transformation Project
Lewisham Council is exploring AI to improve complaint handling and address misclassification of resident contacts.
Lewisham Council is exploring the use of Artificial Intelligence to improve its handling of resident complaints and inquiries. The Overview and Scrutiny Committee received an update on the Corporate Inquiries Transformation Project in September 2026, noting that many resident contacts are misclassified as formal complaints, which inflates complaint numbers.
This misclassification distorts escalation rates, according to a September 2026 story. The Corporate Inquiries Transformation Project is Lewisham Council's initiative to overhaul its corporate inquiry handling processes, with AI expected to enhance efficiency and resident satisfaction. The committee resolved to note the Draft Annual Complaints Report for 2025/26 and identified lines of inquiry.
Key facts
- Lewisham Council is set to use Artificial Intelligence to enhance its handling of resident complaints and inquiries. Source
- The Overview and Scrutiny Committee received an update on the Corporate Inquiries Transformation Project in September 2026. Source
- A significant number of resident contacts are misclassified as formal complaints, inflating numbers. Source
- The Overview and Scrutiny Committee resolved to note the Draft Annual Complaints Report for 2025/26 in September 2026. 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.