Kensington & Chelsea LBC has become the first council to publish service standards co-designed with residents as part of its continuing response to the Grenfell tragedy.
Work began on the new standards in 2022, and they will be implemented in every team to improve the level of service residents receive when they contact the council.
In a briefing, the council said: ‘They [the standards] look at ensuring staff listen and deal empathetically with residents’ enquiries, proactively update residents with progress on their enquiry every step of the way and take responsibility.’
The council recruited a broad range of residents to be part of a resident user group so they could work together to develop the new standards. Through meetings since summer 2022, the user group and council officers drafted standards on how to improve customer service across the council.
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