Coronavirus: view the status of our services

We are providing information for residents, businesses, and communities which we will review and update regularly. View the latest updates, advice and guidance.

What we know about our customers

Who our customers are


  • Total population - more than 192,000 
  • Large university - approximately 8,000 students 
  • Garrison - capacity for approximately 4,000 military personnel 
  • Businesses - 7,455 

Age of population 

  • 20.8% aged 0 to 17 
  • 62% aged18 to 64 
  • 17.2% aged 65 and over 


Many of our customers are from overseas/outside the borough.

Employment status 

  • 68.4% are employed 
  • 7.6% are self-employed 
  • 3.2% are unemployed 
  • 20.8% are economically inactive 


  • 34.4% live in a property that is owned with a mortgage
  • 31.9% live in a property that is owned outright 
  • 18.7% rent privately 
  • 13.5% live in socially rented homes 
  • 1% live rent free 
  • 0.5% live in a shared equity property 

What our customers are telling us

Through the most recent surveys and feedback from customers we learnt:

What was most important to them 

  • A polite and respectful response 
  • To get what they need quickly and efficiently 
  • To feel valued 

What we are good at 

  • Providing a polite and friendly service 
  • Being respectful of customer's individual needs 
  • Willingness to go the extra mile to resolve customer queries 

Key areas for us to improve 

  • Our communications with them (including emails, letters) 
  • Our website – to keep it updated and to make it easier to use 
  • Responding to their enquiries in a timely manner 
Data source
ONS 2018 mid year population estimates (released 26/06/2019)
Households ONS – Labour Force Survey 2017, accessed through NOMIS Labour Market Profiles
Employment status – ONS Annual Population Survey 2018, accessed through NOMIS Labour Market Profiles

Page last reviewed: 23 December 2020