UK local authority resident support

Live Chat for Councils That Works When the Phone Lines Are Full

Give residents instant answers for routine council services while your team keeps control of complex, sensitive and vulnerable-person enquiries. Run Full AI, AI with human handoff, or all-human live chat - all from one UK-hosted platform.

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  • UK hosted
  • Accessibility focused
  • Full audit trail
  • GDPR ready
Council customer service team using hybrid AI live chat to help residents online
24/7resident self-service for routine questions
3 modesFull AI, hybrid handoff, or all human
1 inboxdepartments, transcripts and audit trails together
UKhosting and support for public-sector confidence

High-volume resident enquiries

Use chat where residents already get stuck

IMSupporting can sit on your main website, service pages, digital forms and campaign pages to guide residents before they call.

Waste and Recycling

Answer bin-day, missed collection, garden waste, bulky collection and recycling questions instantly, with escalation when the case needs an officer.

Council Tax and Benefits

Guide residents to payment, discounts, evidence and change-of-circumstance information without leaving vulnerable or complex cases to a bot.

Housing and Repairs

Collect structured repair details, photos and contact information, then route the conversation to the right housing or repairs team.

Report It Services

Support potholes, fly-tipping, street lighting and noise reports with guided questions and API-ready workflows for back-office systems.

Planning and Licensing

Explain process, signpost documents and triage application queries so officers spend less time repeating published guidance.

Safeguarding and Vulnerability

Use keyword detection, routing rules and human handoff for sensitive conversations that should never be left to automation alone.

Full AI / Some AI / All Human

Councils need flexibility, not an AI-only chatbot

A resident asking about bin collections is very different from a resident worried about eviction, debt, domestic abuse or homelessness. IMSupporting lets you decide what AI can handle, what must be human, and what should be escalated immediately.

  • Use Full AI for published FAQs and simple service guidance.
  • Use Hybrid mode for routine triage with instant human handoff.
  • Use All Human mode for sensitive pages, consultations or campaign periods.
  • Train answers on approved council documents, pages and policies.
Hi, I can help with waste, council tax, housing, planning and more.
I need to report a missed bin collection.
No problem. I can collect the postcode, collection type and date, then send it to the waste team.
Housing risk keywords detected? Route to a human officer immediately.

Built for public-service operations

Useful from day one, configurable for every department

Department routing

Route chats by topic, department, office hours, service page or resident button choice.

Approved knowledge base

Ground AI answers in council web pages, PDFs, policies and FAQs so responses stay consistent.

Workflow and API ready

Collect structured data and connect to CRM, case-management or form systems where supported.

Demand insight

See chat volume, recurring topics, AI resolution, handoff rates and satisfaction trends.

For councils and local authorities

Give residents a faster route than the phone queue

Book a short demo and we will show how a hybrid AI chat flow could work across your council tax, waste, housing and report-it services.

Book a Council Demo View Detailed Council Use Case

Council live chat FAQ

Questions local authorities ask first

Can the AI answer from our own council website and documents?

Yes. The AI can be grounded in your approved knowledge base, including service pages, PDFs, policy documents and FAQs.

Can sensitive enquiries bypass AI?

Yes. You can run specific pages or topics in human-only mode and configure escalation rules for sensitive keywords or resident choices.

Does this replace council customer service staff?

No. It reduces repetitive demand and gives officers cleaner context for the conversations that genuinely need human judgement.

Can it support accessibility requirements?

IMSupporting is designed with accessible web use in mind, including keyboard-friendly interaction and screen-reader-conscious markup.