The Telford and Wrekin Council cabinet is scheduled to meet on Thursday 25 September 2025 to discuss a new customer strategy and the results of the latest residents' survey. The meeting will cover a range of topics related to council services and resident satisfaction. Councillor Lee Carter, Leader of the Council, is expected to provide a verbal update on recent developments.

Residents Survey 2024/25

The cabinet is scheduled to receive the results of the Residents Survey 2024/25. The survey, which was conducted between 15 November 2024 and 31 January 2025, gathered residents' views on the borough as a place to live¹. The survey targeted a random sample of 300 households per ward, and for the first time, a Young Persons Survey was conducted online, aimed at 11–18 year olds.

According to the report pack, 1384 responses were received for the main survey, and 103 for the young persons survey. The report pack states that the data was weighted using the Government's 2019 Indices of Deprivation to ensure the results fairly reflect the differences across the borough's communities.

The report pack indicates that key findings from the survey include:

• 70.1% of respondents felt that Telford & Wrekin Council keeps residents informed.
• 78% of respondents were very or fairly satisfied with their local area as a place to live.
• 75% of respondents were satisfied with the borough as a place to live.

The report pack also notes that the council is taking action to respond to the survey findings, including:

• Sending direct communications to survey participants, using a 'You Said, We Did' approach.
• Improving engagement with young people.
• Conducting follow-up engagement sessions.
• Developing an action plan to address specific issues identified through the survey.
• Establishing a regular programme of biennial Residents Surveys.

The report pack highlights some of the actions that the council is already taking to address the issues raised in the survey, such as investing in highways maintenance, delivering resident parking schemes, and tackling littering and fly-tipping.

The report pack states that the council is committed to protecting and enhancing the borough's network of green spaces, and that it has embedded Natural England's Urban Greening Factor Standard and Urban Nature Recovery Standard into policy.

The report pack also notes that the council is working with the NHS and partners to improve access to primary care, and that it is investing in and supporting local businesses.

The report pack indicates that the council continues to deliver and expand its varied and affordable community events programme, and that it marks various festivals and events annually that celebrate the diversity of the borough.

Customer Strategy 2025-2030

The cabinet is scheduled to receive the Customer Strategy 2025–2030. According to the report pack, this strategy builds on the success of the 2021–2025 strategy, which culminated in Telford & Wrekin Council becoming the first local authority in the UK to receive the Institute of Customer Services' ServiceMark accreditation in April 2025.

The report pack states that the new strategy sets out a bold and inclusive vision for the next five years, reaffirming the council's commitment to putting residents at the heart of everything it does and getting the basics right while embracing the transformative potential of emerging technologies such as artificial intelligence (AI) in meeting the needs of all residents.

The report pack notes that the key principles of the new strategy cover the following:

• Multi-Channel Service Delivery
• Embracing Technology and AI
• Customer Engagement and Feedback
• Performance and Accountability
• Accessibility and Inclusion
• Workforce Development
• Partnership and Collaboration

The report pack indicates that the accompanying action plan outlines specific deliverables, timelines, and responsibilities to ensure successful implementation and ongoing review of the strategy.

The report pack states that the strategy also recognises those customers of the commercial, income-generating and non-statutory services that the council operates, such as leisure facilities, theatre and cultural events.

The report pack highlights that the strategy recognises demographic changes, such as the aging population and increased diversity, and that it aims to engage young people and adapt to changing needs.

The report pack notes that the council aims to collaborate with its customers to develop quality services that are accessible to all and to make every contact count.

The report pack states that the council will achieve its aims by ensuring that its customers are active participants in its journey, and that it will make it as easy as possible for customers to provide feedback on the service they receive at the point of contact.

The report pack indicates that the council will monitor and report on performance against its key performance indicators (KPIs) each quarter, and measure performance against the service standards in the Customer Contract.

The report pack includes a section on the opportunities for AI personalisation, noting that AI can help the council gain deeper insights into its customers' needs and preferences, offer proactive support, streamline and enhance customer interactions, personalise content and communication, enhance customer touchpoints, enable continuous improvement, and empower employees.

The report pack includes an appendix, Appendix A - Customer Strategy 2025-2030, which sets out the priority actions to enable delivery of the Customer Strategy.

Other Items

The agenda includes apologies for absence and declarations of interest. The cabinet will also be asked to confirm the minutes of the previous meeting held on 17 July 2025.