Customer Service Centre face-to-face support service

We can help you if you need extra support because your condition or circumstances mean you cannot access services by the internet or phone. 

Opening times

The Customer Service Centre at The Civic Centre is now open Monday to Friday from 9am to 4.30pm, except on Bank Holidays . It will be closed between 12.30-1.30pm.

You might need extra support if:

  • English is not your first language
  • you have dyslexia, autism or cognitive difficulties
  • you have mental health conditions, like depression, stress or anxiety
  • you do not have the IT skills to do things that are needed on the internet
  • you have no access to technical equipment, the internet or a telephone
  • you have sensory disabilities, like a visual, hearing or speech impairment

If you can, please help to protect the face-to-face service for those who most need it and use the links below to find the information you need:

For any other enquiry, contact us.

Get face-to-face support

There are 2 types of appointment available:

  1. If you need an issue resolved, please book a 45-minute session, where you can either use our online services yourself, or be helped by a member of staff.
  2. If you need to give documents to housing benefits, Council Tax, accessible transport, school admissions or housing, please book a 30 minute session for your documents to be scanned. Staff will scan the documents for you.

Please note: You will not be able to speak directly, face to face, with a particular department however, Customer Service Centre Staff will support you through the on-line process.

Covid-19 restrictions

There are certain rules that must be followed for you to access the service:

  • You need to attend alone. Exceptions can be made if you need support, for example, a translator or support worker.
  • Face coverings must be worn at all times when you’re in the centre, unless you’re exempt. Please understand if we ask you about this.
  • Hand sanitiser must be used when you enter and before you leave.
  • You must keep a social distance of 1-2 metres at all times.
  • Computers, touch screens, desks, keyboards and mice will be cleaned before you use them. Wipes and sanitisers will also be available for you to do cleaning yourselves.
  • Please do not book an appointment if you’ve currently tested positive for Covid-19, are self-isolating, or have symptoms but have not yet tested negative for Covid-19

Booking your session confirms you have read and understood the above.

Book a face-to-face appointment