Proposals to bring face-to-face customer service to more County Durham communities

Our Customer Access Points (CAPs) support residents who are struggling to access our services online or over the phone.

There are currently eight CAPs across the county located in Barnard Castle, Stanley, Seaham, Spennymoor, Durham City, Crook, Chester-Le-Street and Consett.

New locations

Under the proposals, the opening hours at these CAPs would be reduced to reflect the current demand for appointments, but alongside this, access to face-to-face customer services would be made available at additional locations across the county. This would reduce the distance some residents have to travel.  

At present, 90 per cent of the enquiries the council receives are made by phone, email or online. And despite opening hours being reduced at the four least used CAPs last October, demand for face-to-face customer services remains low, with only 38 per cent of appointment slots being used since these changes were introduced.

As well as evaluating the appointment data, when formulating the proposals, the council considered feedback from some residents who said their nearest CAP was further away than they would like.

More choice

Cllr Susan McDonnell, our Cabinet member for digital and customer services, said: "We are committed to delivering the highest standards of customer care and support to our residents.

"Our aim through these proposals is to develop a more responsive offer which delivers customer service support in the places where it is needed most.

"Rather than continuing to spend unused appointment time in our existing CAPs, we are exploring opportunities to offer these services in even more locations across the county. This will allow us to offer residents more choice, reduced travel and a better service overall.

"I would encourage people to take part in the consultation, as we are keen to hear residents' views and where they think access to face-to-face customer service is needed."

The following new opening days are proposed at the existing CAPs:

• Barnard Castle: Wednesday
• Chester-le-Street: Monday
• Consett: Wednesday
• Crook: Wednesday
• Durham City (Clayport): Thursday
• Spennymoor: Thursday
• Seaham: Friday
• Stanley: Tuesday