Customer First programme - Annual Report 2025

As we introduce more digital tools and explore new ways to make services faster and more convenient, we remain equally committed to supporting residents who need a more personal or traditional way to contact us. Not all situations are suitable for automation, and not all customers feel confident online, so maintaining strong, accessible human support continues to be a core part of our approach.

We know that for some residents, a conversation with a trained Customer Service Advisor, either over the phone or face to face, is the most effective and reassuring way to resolve an enquiry. This is especially important for those who are digitally excluded, digitally hesitant, require additional support or are dealing with complex or sensitive matters.

Our Library Council Access Points and Council Access Point+ at our Aylesbury & High Wycombe offices provide friendly, in‑person support, while our Customer Service Advisors remain available by phone to guide residents through anything they may find challenging.

This balanced approach ensures that while we enhance our digital offer and prepare for an AI‑enabled future, we continue to meet the needs of residents who rely on human connection.

By combining innovation with inclusivity, we’re creating a customer experience where everyone can access help in a way that works for them, whether that’s instant support online or a more personal conversation when it’s needed most.