Consultation on customer points ‘ignored’

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Thursday, 28 February 2019 16:50

By Andrew Morris - Local Democracy Reporter

Concerns have been raised over the downgrading of customer service points across the county, with one councillor claiming the consultation into the move has been “completely ignored.”

Shropshire Council’s cabinet has voted to agree changes to several points across the county, with use by the public dwindling by 60 per cent in the last five years.

The cabinet approved plans to reduce the opening hours at the six main face-to-face offices at Shrewsbury, Oswestry, Whitchurch, Market Drayton, Ludlow and Bridgnorth.

It also voted to not renew the £31,500 contract which sees customer support at the smaller offices in Bishop’s Castle, Broseley, Shifnal, Albrighton, Church Stretton, Wem, Cleobury Mortimer and Ellesmere.

They will be replaced with computers or telephones linking directly to Shirehall where a members of the customer support team will offer help.

But Councillor Roger Evans, leader of the Lib Dem group on the council, said he was disappointed with the move given the results of the consultation.

He said: “I note there were approximately 288 replies to the consultation and 90 to 95 per cent of people were opposed to these closures or changes.

“Very few were in favour. In fact, you could probably count them on one hand.

“What is the point in consultation if the responders are just ignored.

“You must remember that those who respond to these consultations are those very people who use these services and find them to be a vital tool.”

Cllr Steve Charmley, cabinet member for Corporate and Commercial Support, defended the move.

He said: “Any consultation will throw up negative comments and will not be reflective of what is a big project.

“I don’t think most people realised that these services are not closing; they are merely being changed.

“People will still have direct access to council, be it by computer or telephone from a service point.

“These services will be of a quality and accessibility that will be appropriate for all and in the right places.”

Cllr Evans replied: “To say that any consultation will get widespread negative replies is not really fair on those who respond.”

Under the new plans, the nine smaller offices will not be staffed but visitors will have access to a computer and phone which will put them in contact with the necessary department in Shropshire Council.

The bigger centres will be staffed on certain days and will be self-service only on others.

There are currently 12 staff employed at the customer service points, but council bosses say they are “pretty confident” there will not be any redundancies.

Some of the customer service points are based in town libraries while others are in civic centres or community hubs.

Visitors are able to get advice on housing matters, buy parking permits, renew disabled badges and apply for concessionary travel permits.

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