Council’s appointment area to move this month

Pre-booked face-to-face appointments will be held at the new appointment centre within the shopping centre from Monday July 15.

The Gateway on Westgate Street opposite Shire Hall allowed residents to arrange to see staff if their query could not be solved over the phone or by email.

The new appointment centre will offer the same service and be located on the first floor of the shopping centre, accessed by the stairs and lift immediately inside the Eastgate Street entrance.

The move will make it easier for residents to attend face to face appointments and is set to save taxpayers around £80,000 annually in reduced running costs.

Since the pandemic the appointment system brought in to reduce waiting times has seen the need for a large appointment area fall, as demand for face-to-face appointments has dropped sharply.

The majority of residents who contact the council say they prefer to do it over the phone, online or by email, with just 81 out of a possible 600 face to face appointments being booked since May 2023, and only 68 appointments being attended.

The change has also improved the service for both staff and residents with improved customer confidentiality and the number of reports of abuse towards staff reduced.

Cllr Rebecca Trimnell, Cabinet member responsible for Community Engagement, said: “This move will help the council save money that can be better spent elsewhere and make it easier for our residents to get to their appointments. We know our customers prefer to contact us over the phone or by email, but face-to-face appointments are always available at this new facility if they’re needed.”

The new appointment centre will be signposted within the shopping centre.