Customer experience
Councils are focusing on improving customer experience, the overall perception residents have of services, through strategic programmes and service changes.
Redbridge Council launched its 'Modernising Redbridge' initiative in March 2026, which includes a Customer Experience Programme. This three-year strategy aims to create more resident-centred, efficient, and financially sustainable services, with the programme expected to deliver financial savings while enhancing service quality and resident satisfaction.
Croydon's homelessness services improved customer experience in March 2026 by replacing a walk-in system with an appointment-only service, including protected emergency appointments. This change, discussed by the Housing Assurance Board on March 9, 2026, aims to make the service more accessible and responsive, addressing previous long waiting times for housing support.
Key facts
- Redbridge Council launched its 'Modernising Redbridge' initiative in March 2026. Source
- The Redbridge Customer Experience Programme is a three-year strategy. Source
- Croydon's homelessness services implemented a new appointment system in March 2026. Source
- Croydon's Housing Assurance Board discussed improvements on March 9, 2026. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on, with background from Wikipedia. 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.