Changes coming in to make accessing customer services easier

Residents who have difficulty accessing council services online or over the phone should find it easier to access support after a range of customer service improvements were confirmed.

Following a review of customer services, we're introducing a string of changes to how residents can seek support and access council services – including relocating council help desks to 2 of the city’s main libraries.

Customer services from 6 May

From 6 May, the council’s Customer Service Centres will move from their current bases in Bartholomew House and Hove Town Hall to new help desks at Jubilee Library and Hove Library. These will be open from 10am until 5pm, Monday to Friday.

Dedicated staff will be on hand to help residents with queries, including applying for a bus pass, renewing a blue badge and getting information about how to pay their council tax. 

In-person support will also be available at family hubs in Whitehawk, Moulsecoomb, Hangleton and Tarner.

The idea is this will make it easier for those residents who aren’t able to contact council services – either online or by phone – to access self-help facilities such as computers and telephones and, if needed, face-to-face support.

A Homelessness Help Desk will be available at Bartholomew House where people who are homeless, or at risk of homelessness, can continue to receive support. Open from 9am until 4.30pm, Monday to Friday, this help desk will be staffed by a team of specialist housing staff.

Free access to computers and telephones will also be available at all 4 family hubs and 13 libraries across the city for customers who don’t have a phone or access to the internet to contact council services.

Bringing services directly to communities

Councillor Jacob Allen, Cabinet member for Adult Social Care, Public Health and Service Transformation, said: “It’s essential that every resident can access council services when they need them, and we appreciate not everyone can go online or pick up the phone.

“By decentralising and bringing services directly to our communities, this project will make it easier for people across the city who need face-to-face support to get it.

“We’ll continue to encourage residents to use our online services where possible, but we’ve listened to feedback and are proud to offer a more accessible, in-person option for residents seeking assistance with accessing the breadth of services we provide.”