Our Customer Service Strategy

Our Customer Service Strategy puts you, our customers, at the heart of everything we do. All our decisions focus on providing the best possible services for everyone who lives in, works in and visits Birmingham.

We’ll share updates and offer opportunities for you to get involved to make sure we’re meeting your needs as we put this strategy in place.

Our aim

We want to provide excellent customer service to everyone in Birmingham. This means putting customers first, all the time, every time.

Our principles

Our principles underline and guide our strategy.

  • User focused: we put you at the centre of everything we do.
  • Collaborative: we encourage joint working across the council and with our partners to coordinate work and speak with one voice.
  • Open and transparent: we share the work we are doing and publish our targets and results.
  • Innovative: we investigate new ways of working and continuously modernise our tools and technology.
  • Secure: we guarantee the security of all data that we use and generate.

Our themes and customer charter

Customer Service Strategy updates

To find out how the strategy is progressing, view our latest updates.

Get involved

Find out how you can work with us to help shape our Customer Service Strategy.

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