SBC at Britwell Hub pilot feedback

Feedback updated 28 Aug 2026

We asked

A pilot programme was launched in January 2026 and ran until June 2026, with customer services staff available five days a week and other teams including housing, repairs, leaseholder, debt and welfare and benefits there at least one day each week. Views on the project as a whole were captured in this survey, alongside more detailed comments and feedback taken by staff from those using services available during the pilot.

You said

Responses and activity during the pilot was analysed and reviewed. The project received predominantly positive feedback and was well used. The hub saw 940 residents face to face with 90 percent of residents having queries relating to housing including repairs, the housing register, leaseholder matters and applying for a council home.

Of those 940 there were:

  • 480 (51 percent) complex cases – those which are multi-step, multi-team or require specialists
  • 234 (25 percent) progress chasing – follow-ups, status checks, repeat enquiries
  • 226 (24 percent) transactional – simple, one-touch, first time resolution.

We did

As a result of the feedback and impact of the pilot, the programme has been confirmed to continue.

Press release: Face to face service at Britwell to continue – Slough Borough Council

Closed 30 Jun 2026

Opened 26 Jan 2026

Contact

Lee.Burge@slough.gov.uk

Overview

SBC at Britwell Hub is a pilot programme aiming to improve the offer from council services currently being offered at Britwell with:

  • A refresh of the library set up and customer service desk to be more welcoming and be more front facing to residents
  • A more consistent presence of SBC staff on site to meet residents needs with more customer service staff and regular surgeries and drop-in for residents (such as Housing and Repairs, Debt and Welfare)
  • Accessible technology for all residents, not just library members

Please do let us know what you think of this approach and way of working.

Data protection

This questionnaire and the information we collect will be used for the purposes of evidence-based decision making on the SBC at Britwell Hub pilot and similar future hub pilots. We are committed to the principles of the Data Protection Act 2018 and UK General Data Protection Regulations. By continuing to complete this questionnaire and submitting your responses, you are consenting to us processing this data. 

This will be used to make decisions in a public forum, and the results will be published online, and anonymous data may be accessed by third parties to validate the results of the survey. 

We will only retain the data collected for as long as is necessary and, after the period determined by our Data Protection Officer, this data will be destroyed in accordance with our IT and Information Security Procedures. 

Please refer to our data privacy notice for further details on how we protect your privacy. 

If you have any concerns or questions about how we look after your personal information, please email DataProtectionOfficer@slough.gov.uk

Audiences

  • Residents

Interests

  • Partnerships