Customer First programme - Annual Report 2025
Introduction
A great customer experience, from the very first contact with the Council to the delivery of services, remains one of our top priorities. But we know this takes more than words; it takes action.
This report shares the progress we’ve made over the past year toward our ambition of being a ‘Customer First’ organisation. At the heart of what we do is a simple purpose: to make people’s lives better. That means delivering the kind of service we’d want for ourselves and those we care about. We know that how we behave matters. Even when things don’t go as planned, a positive experience can rebuild trust and confidence.
Our Customer First initiatives have been delivered within existing budgets and support our savings plans. By managing demand more effectively, we’re creating a service model that is sustainable, cost-efficient, and ready for the future.