By appointment only: borough council opts to do away with manned reception service

North Warwickshire residents will now have to make an appointment before dropping into the council offices following a decision to cut costs.

But the idea was condemned by opposition Labour councillors when it was discussed at this week's resources board.

Committee members were told that the decision would save the council £84,340 in the coming financial year with two part-time roles being scrapped and a third member of staff not being replaced when they retired.

A report considered by councillors explained: "The customer services team currently provide the council's main telephone and front of house reception services. The reception area was closed at the end of March when national restrictions relating to coronavirus were implemented. Changes were made to allow the team to provide the main telephony service from home and this has been working effectively.

"The council already had a significant savings requirement before coronavirus – the current closure of the reception area has provided an opportunity to look at customer contact; what is needed going forward and what cost reductions can be achieved to assist the council's overall financial position."

The report added that more information for residents was now online which had led to a drop in telephone enquiries and the number of visits.

But Cllr Jacky Chambers (Lab, Dordon) said: "I was quite concerned when I read this – quite a substantial reduction in terms of savings but very little in terms of assessment of what impact these savings are going to have.

"If you look at the figures for 2019/20 we were still getting 19,800 visits to the reception area which in my book is a small country A&E department. I cannot believe that with all those visits there isn't still a need out there.

"This is our interface with people. It is their first port of call and how they perceive the friendliness, accessibility and approachability of the council. I don't believe we have had sufficient assessment of what the impact will be. I worry that we are shooting ourselves in the foot potentially by taking £84,000 out of this service."

But Cllr Caroline Symonds (Con, Coleshill South), who chaired the meeting, urged councillors to support the plans.

She said: "It says we are moving to an appointment only service so it's not saying that we won't be seeing people or speaking to people. We will still be delivering a very friendly service, it's just by appointment.

"One of the things the last nine months has shown us is that we can do things slightly differently and people are embracing technology. I'm quite content to give something like this a try. This is not to say that we are so blinkered that if something doesn't work that we can't revisit it and have a review."