Customer Experience Strategy Survey

We are pleased to introduce the Tower Hamlets Customer Experience Strategy 2023-26, the council’s first ever customer experience strategy.

The strategy sets out Tower Hamlets Council's commitment to improve and enhance the experience our residents have when accessing our services. Tower Hamlets has the fastest population growth and the highest population density in the country.

The borough has attracted people from all backgrounds. Yet, the level of poverty remains high both among children and older people. Our ambition is to help residents build better lives and maximise life opportunities in the borough wherever we can.

A council that listens to and works for everyone

We are determined to be a council that listens to and works for everyone. While more people enjoy digital access in the borough, we are also aware some do not have access or are unable to use digital devices and channels. We will maintain face to face services via our Residents' Hubs for those who need them, while providing a better-designed, streamlined digital offer for residents who want to access services online and via other channels such as social media, telephone, and our website.

Our residents are likely to seek our support, especially when they are facing difficulties in their lives. The ongoing cost-of-living crisis is an emergency. Many people are struggling to buy enough food and/or pay rent and heating. This has a huge impact on health and wellbeing. It is our aim to ensure we enable access to our services, and that residents receive support as easily and quickly as possible.

This strategy sets out our vision to deliver against this commitment and will connect the council with our residents, facilitating their easy access to our services and helping them secure a better future. We will also work collaboratively with our partners, local communities, and individuals to help deliver and shape a positive customer experience.