ELLIS - your intelligent chatbot

What is a chatbot?

A chatbot is designed to simulate human conversation, answering your questions with pre-calculated responses. Our chatbot ELLIS, is a new generation, advanced chatbot, who is able to answer over 700 of the more common questions that we receive.

Why has this been introduced?

We’ve introduced ELLIS to help our customers find the answers they need, quickly and easily. We are encouraging our customers who are willing, to use ELLIS in the first instance.

ELLIS is available 24/7 and can provide access to some of our services outside of our usual office hours. It is convenient to use, and also helps to free up the phone lines so that the team can deal with vulnerable customers, customers who are unable to contact us digitally, and also those with complex queries.

How do I ask ELLIS a question?

Select the image of ELLIS from any page on our website and choose one of our more commonly visited services or type your question into the text box. Then submit your question, either pressing return to enter or by selecting the arrow symbol to submit it. The chatbot will then respond with its answer.

The chatbot responds best if the question is phrased clearly in four or more words, but not too long. If you do not receive the answer you are looking for at first, try re-phrasing the question.

As we are early in our journey with ELLIS, your feedback is important to us. There is an option within ELLIS to submit feedback via the rating option on how well the chatbot has handled your answer. If at first you don’t receive the answer that you expect and have tried re-phrasing the question, please feedback via the ‘rate this result’ option that appears within the chatbot window after you have received a response to your answer, so that ELLIS can continually improve.

If the question is complex and/or may require human intervention, ELLIS is able to route the chat to one of our Customer Advisors on your request. To speak with an advisor simply ask ELLIS ‘can I speak to someone’.

Please note our advisors will only be able to assist within office hours.

More information on other ways to contact us can be found here:


What questions can I ask?

You can ask ELLIS questions relating to the following subjects:

  • Waste and recycling
  • Council Tax
  • Benefits
  • Housing
  • Planning
  • Environmental issues

Amongst many of the other services that we provide.