Welwyn Hatfield Borough Council has expanded its online AI-powered tool, WelChat, to help residents in Welwyn Garden City and the wider borough find information at any time of day or night. Originally piloted in March 2025, the service was officially expanded in March 2026 to provide 24/7 assistance for people looking for details on local services without needing to wait for office hours.
According to the Welwyn Hatfield Borough Council, the updated service allows users to get real-time answers regarding utilities, health resources, and planning applications. Residents can also use the tool to find community support and get help with routine questions about council tax or bin collections.
Cllr Jane Quinton, the Executive Member for Community and Leisure, is the lead official for the project, which aims to make the council’s website easier to navigate. The tool is available on every page of the website, and users still have the option to speak with a human staff member during normal working hours if they need more help.
This update follows the appointment of Cllr Rose Grewal as the new Leader of the Council on 6 February 2026. By using technology to handle common questions, the council hopes to give staff more time to focus on complex tasks while maintaining service standards for the local community.
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