Shropshire Council - Customer Services Consultation


Customer Service Centre Opening Times Consultation

Shropshire Council is consulting on proposed changes to its Customer Service Centre (CSC) opening times.The Customer Service Centrehandles telephone and other forms of contact from customers for around 50 different council services and is currently open from 8am to 6pm Monday to Friday and 9am to 1pm on Saturdays.

The Customer Service Centre handles some complex issues for Shropshire’s residents in relation to Adult Social Care, concerns for children, risk of homelessness or financial crisis affecting families. These types of contact from people will always need a skilled adviser and will not be affectedby the proposed changes.However many other calls are for the more “generalist” side of Shropshire Council’s Customer Service Centre (CSC) and are for relatively simple requests that can be made another way, particularly using online requests.It is the opening hours for these services that form the proposal for change. Existing calls data has been used to identify proposed changes in opening times. Under proposals, the CSC would still be open six hours a day, five days a week for those who still want to contact the council this way but there are different options. The consultation seeks views on the options for proposed opening times.

Opens: 13th March for 6 weeks

Closes: 23rd April 2023

How you can give your views:

· Online at (opens Monday)

· If you can’t go online, copies of the consultation are available at the following Shropshire Council libraries; Bayston Hill, Bridgnorth, Church Stretton, Gobowen, Library at the Lantern, Ludlow, Market

Drayton, Much Wenlock, Oswestry, Pontesbury, Shrewsbury, Wem and Whitchurch

· At Shropshire Council’s Shropshire Local sites in Ludlow and Shrewsbury

If you would like the survey in an alternative format, please to request a copy or call 0345 678 9077 and explain any support you need to allow you to respond.

Additional Documents

Customer Service Centre Consultation FAQ.pdf