New Forest District Council to launch improved customer service system

New Forest District Council (NFDC) is introducing a new customer service system next month (February 2026), designed to make it easier for residents to access the services and support they need when they contact the council. 

The system introduces a new automated telephone service and an improved web chat function. Together, these changes aim to improve efficiency by ensuring calls are answered even more promptly and by making sure residents reach the right service the first time. 

The automated telephone service will use ‘natural language processing’. This means, instead of selecting options using their number keypad, callers will hear an automated voice asking them to briefly say what their enquiry is about. The system then listens for key words and automatically routes the call to a member of staff in the most appropriate team. 

The web chat service will work in a similar way, allowing residents to type what they need help with. Web chat will be available on more pages of the council’s website than currently and will work on mobile devices. 

Accessibility has been central to the design of the new system. The changes do not remove any existing contact options and contact numbers remain the same, and residents who prefer to talk directly to a member of staff will still be able to do so.  

In December 2025, NFDC invited residents to test the new phone and web chat features ahead of the upcoming launch. Feedback was positive, with residents describing the system as easier to use and a significant step forward. Participants also suggested improvements which have now been incorporated, including clearer wording and updated queue messages to make the experience smoother. 

Councillor Jeremy Heron, Portfolio Holder for Finance and Corporate, said: “We are grateful to the residents who participated in the testing phase and shared their feedback. By involving residents in testing, we’re making sure the improvements are shaped by real user experiences.  “This is about creating systems that are simple, efficient, and accessible for all, whether you’re calling us, visiting in person, or using our online services.” 

Residents can find contact details for NFDC at https://newforest.gov.uk/contact