Delivering customer services differently
Archived press release
Date Published: 03/10/12
66 High Street offices
Aylesbury Vale District Council is making changes to the way it delivers customer services.
A new housing options and advice surgery will operate at the Aylesbury Customer Service Centre (CSC) between 10am to 1.30pm, Monday to Friday, starting on 15 October.
Officers will offer general advice on a range of matters such as homelessness, the housing waiting list, tenancy problems and how to try and secure rented and low cost home ownership accommodation.
Outside of these hours, customers will be encouraged to make use of the centre’s internet and telephone facilities to get in touch with housing advisers.
Staff will be on hand to direct visitors to the appropriate queue, telephone point or help with online systems.
The council is also changing the opening hours for its CSC at 66 High Street from 1 November. The centre will be open from 9am to 5pm Monday to Wednesday, 9.45am to 5pm on Thursdays and between 9am and 4.30pm on Fridays.
Specialist staff will continue to be on hand to provide help and advice on council tax, benefits and licensing related issues.
A planning surgery will be held every weekday from 10am to 1pm as previously to offer advice on enquiries about development issues.
The Buckingham area office is not affected by these changes. However, the Winslow office will close for lunch on Mondays and Wednesdays between 1.30pm and 2pm.
The drive to improve customer services is part of a wider council transformation programme that sets out to improve efficiency and value.
Councillor Pam Pearce, Cabinet Member for Community Matters, said: “We know from customer feedback that the majority of our residents lead busy lives and want to deal with the council quickly, easily and when it suits them – mostly online or over the phone – and the visitor figures to our customer service centre bears this out.
"While we want to make sure that those customers who want to visit us in person can still do so, we have a duty to provide our taxpayers with great value by making sure our services remain cost effective. The more residents who are able to contact us online or by phone, the more we will be able to focus on protecting resources.
“We remain committed to high quality customer service and will continue to support residents and do all we can to make sure people can get access to the advice and information they need when they need it.”
There are a variety of ways people can choose to get in touch with the council, other than phone or in person – many services can be carried out online at www.aylesburyvaledc.gov.uk
People can also get in touch via email, from the comfort of their own homes and at a time suitable to them. The council is also on Twitter and Facebook, and actively encourages people to sign up and join its conversation.