We are committed to delivering services that are consistently high‑quality, responsive, and shaped by the needs and priorities of you, our residents.
To support this, the Customer Services Directorate (CSD) have developed a Quality and Assurance Framework (QAF), a guide to help us maintain clear standards, measure our performance, and continually improve. The QAF is currently at the consultation stage, meaning we are actively seeking feedback from our teams, leaders, and resident representatives to make sure it is practical, effective, and reflective of what matters most to our communities.
Although the framework itself is not yet finalised, some of the good practice and activities it covers are already in place in parts of the CSD. This means residents may already be experiencing some of its benefits, such as more consistent processes, better communication, and clearer service standards.
Once the consultation is complete, we will finalise the QAF and embed it across the CSD, to make sure that everyone of you, our resident receives the same high standard of service wherever and however you engage with us.
We will keep you informed as the QAF develops and share the progress we’ve made in reflecting our shared values and priorities. In February 2026, we will provide a full update to the Customer Committee Group and you, our residents via our neighbourhood pages, highlighting how the framework has been shaped by your feedback on perception surveys on attitudes and behaviours of frontline teams and the services they provide and the improvements we’ve achieved together.
