Have your say on plans to design the new customer centre at the Lambeth Civic Centre

As you may know, our Civic Centre face to face service has been closed due to Covid-19. We saw this as an opportunity to make some important improvements and changes to make it a much better service for customers who need the service, as well as building in the measures that reduce risk of infection.

Our proposals include:

• Use of computers and scanners for customers who do not have these at home, with help on hand for those who need it.
• One to one advice and assistance to all customers who need dedicated support due to the reasons outlined above and who are unable to access council services using the Lambeth website or by phone.
• Advice and support for those at risk of being made homeless.
• Reception service for those with appointments.

Customers also told us that the service at the Civic Centre before lockdown was not easy to understand, was too open, noisy and busy, and that they didn’t always feel they received a high standard of customer care. For these reasons we want to be able to provide:

• A welcoming, safe and calm environment
• Clear communication and signage about how we do things
• Improved privacy for customers
• Highly trained staff who will provide excellent quality of customer care and respond well to a variety of individual needs