Online self-service transactions
Redbridge Council is working to boost online self-service transactions and customer satisfaction through its new website and Customer Experience Programme.
Redbridge Council is aiming to increase customer satisfaction to over 60% from 34% as part of its Customer Experience Programme, which was discussed at a Strategy and Resources Policy Development Committee meeting in February 2026. This initiative seeks to enhance how residents interact with council services, including online self-service transactions.
The programme includes the Redbridge Improved Website, launched in September 2025 after 18 months of development. A report in February 2026 stated the site attracted 1.4 million visits in its first three months and contributed to a rise in customer satisfaction ratings from 27% to 34% year-on-year, alongside an increase in online self-service transactions.
The council's Customer Experience Programme, featuring a revamped content strategy and AI-powered search, underpins these efforts to improve online interactions. Redbridge Council continues to focus on increasing the use of online self-service transactions to meet its satisfaction targets.
Key facts
- Redbridge Council aims to achieve over 60% customer satisfaction. Source
- Redbridge Council's customer satisfaction rating increased from 27% to 34% year-on-year. Source 1 Source 2
- Redbridge's new website launched in September 2025. Source 1 Source 2
- The new Redbridge website attracted 1.4 million visits in its first three months. Source 1 Source 2
- The Redbridge website underwent 18 months of development. Source 1 Source 2
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.