Decision details

Approval to trial an additional 1-day closure on a Tuesday. The inbound telephone solution will close with effect from 1 February 2024 on a Tuesday and a Thursday.

The service will provide a telephone solution on a Monday, Wednesday and Friday each week.

An evaluation of the trial will be undertaken over the 3-month period, subject to findings, if successful the service will move to a permanent closure of 2 days per week with effect from 1 May 2024.

Although the service will be closed to inbound calls on a Tuesday and a Thursday, the service will provide an outbound call offering, designed to target difficult to reach residents building on the success of the current 1 day closure.

The findings and evidence gathered following the 1 day closure has demonstrated that the expectations from the original proposal have been realised and have added a great deal of value to the residents of the town, especially the towns more vulnerable groups.
The opportunities provided by closing a second day, against the background of the Council’s current financial situation, mean that even were the consequences of the restriction more noticeable for residents then the balance required between customer service and ensuring collection of income might still justify the choice in the longer term. However, given the findings so far, the service is confident that progressing to a second day closure will enable a greater roll out of the outbound call offering and provide a opportunity to engage with residents who may be reluctant to engage with the service.

Maintaining the status quo, but this does not provide as much potential to deliver a more effective service.