Future of Wem customer service point

Proposal

The Customer Service Point in Wem will be changing and we welcome your thoughts.

Why are things changing? 

We understand the importance of a face to face service to many of our customers who may not be comfortable using alternative ways of doing business with us such as over the telephone or online.

Along with other Council services, we need to make budgetary savings across our operation which covers the whole of the Shropshire area.

We want to do this in a way that does not take away these local services but to do that we need to find new ways to provide them and new partners to work with.     

We are therefore consulting the public on where and how Wem's Customer Service Point is run in the future.

What are you asking me to do?

We want your opinion on the changes that are proposed. There are two options for the customer service point:

  • Keep it where it is now with the same opening times but run by Meres and Mosses staff.
  • Move it to the library to be run by library staff and reduce the opening hours.

Is there a recommended option?

Our recommended option would be to keep the customer service point in Edinburgh House and work with Shropshire Housing Group to deliver the service.

We think this would minimise any disruption to our customers and it would ensure that our opening times stay the same.

Shropshire Housing Group already work with us in a number of important areas. They help us to support those customers who are most vulnerable or who have more complex issues and they provide the support that Shropshire people will need as changes to the benefits system continue to roll out.

We feel that this existing relationship will continue to benefit our customers using Edinburgh House.

There are also a number of other bodies using Edinburgh House, notably the Town Council which means that the people of Wem and the surrounding area can access more services in one place.

Have another option?

We welcome any other thoughts and ideas that people put forward but they will have to be able to make the savings we need to make. 

Frequently asked questions

Will I still be able to get my blue badge and bus pass?

Yes, staff will be able to help you make your application between set times or you can self-serve using the new public computer.

What happens if I need help to fill out a form?

SHG staff will be on hand to help and advise if you cannot complete a form.

I can't use a computer, how will I get help with what I need?

When you see someone at a Customer Service Point they usually do what is needed via their computer, a new public computer will be available and staff will be on hand to help if needed. Shropshire Council is improving its online services all of the time and this is about to have a major review which will make most things much easier to do.

If I use the phone at the new points of contact who does it get me through to?

The phones are linked directly to Shropshire Council's Customer Service Centre. The Customer Service Centre can already deal with many of the things that customers call in for and we will put up appropriate signs so that you know in advance what they can assist with. 

What sort of services can I get over the phone?

We can provide almost all of the same services over the phone including making payments.

Will the Customer Service Centre opening hours change?

We would have to reduce our opening hours if the service moves to the town library. If we stay in Edinburgh House then the opening hours remain as they are now.

Will the Shropshire Housing Group staff know enough to be able to help me?

Customer Services staff will train SHG staff and make sure that they are kept up to date when things change. We will set up helplines for SHG staff so that they can always access help from us if they need to.

Can I still see someone from Customer Services?

Customer Services staff will be needed to work elsewhere and it will not be possible to cover all of our offices in Shropshire as before but we do recognise that there may be some exceptional issues that can only be dealt with by seeing us directly. We still have offices in Shrewsbury and Whitchurch but we may be able to offer appointments in Edinburgh House in exceptional circumstances.

When might this happen?

We would aim to have any new service up and running by early summer this year. 

What happens to the staff currently running these services for the council as a result of these changes?

The Customer Service staff currently running the service would be transferred elsewhere in the business.

Will there be continuous service whilst these changes take place?

Yes, we would do our best to ensure that there is no disruption to our customers during any changes.

How to get involved

Having read all the information provided, please click on the green button below if you would like to let us know your preferred option or make any comments about this.

Go to the online feedback form »

If you prefer you can fill in our written survey form which is available at the Customer Service Point in Edinburgh House and at the Town Library

If you wish to raise any further comments, objections or write in support of this proposal but don't wish to use the online form you can do by emailing sati.raju@shropshire.gov.uk or chris.westwood@shropshire.gov.uk

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