Transformation - What will be different for residents? 

2 May 2025

Over the past 12 months, the council has faced sustained financial pressure and external scrutiny. These challenges have tested us – but they have also clarified our priorities.  

We now have a picture of what that organisation looks like and what we want it to be, with our new operating model at the heart. Over the coming months, we will reshape the organisation and how we work, ultimately enhancing our service delivery and the ways we respond to the needs of our residents and communities.  

What will be different for residents?  

• Residents will be able to quickly and easily access council services, at a time that suits them. Whether they interact with the council by phone, online or in person, they will get a consistent experience.
• Residents will be comfortable using the council’s website and self-service portals. They will be user-friendly and easily resolve customer enquiries without them having to pick up the phone or visit a council reception. They will recieve a quick and hassle-free customer service. 
• Residents will feel more confident and supported whenever they need to contact the council. Their needs will be understood and addressed effectively, without having to repeat themselves. 
• Residents will understand more about how the council makes decisions and how they can get involved – particularly when decisions affect their local area. They will know how to have a say in shaping those decisions. 
• Residents will trust the council – as it feels like everyone at Cheshire East cares about the community.