Customer Care Centre changes

Lambeth council intends to consolidate its customer centre operations, due to significant changes in customer demand and an increase in residents’ use of our digital services. Following a review of our customer services at Brixton Customer Centre, West Norwood Health Leisure Centre and Gracefield Gardens sites, the following changes are proposed.

From Monday 31 October 2016, Lambeth will no longer be offering a counter service at West Norwood Leisure Centre (WNHLC) for benefits, council tax, housing and parking permits or Gracefield Gardens for document submission.  We also intend to amend our opening hours at Brixton to 9am to 5pm Monday to Friday, the current arrangement whereby Brixton Customer Centre closes at 7pm on Thursdays will change to 5pm.

The reasons for the change are that demand at WNHLC and Gracefield has remained at very low levels since opening, and the vast majority of services are available online.  Resident demand for our late night opening at Brixton is also very low, with only 12 visits per week, with all services requested face to face, available online.  The proposed changes will not only improve the customer experience at Brixton by consolidating our resources into our most popular location but it will also enable the council to reduce operational costs.

At both WNHLC and Gracefield Gardens access to self-service terminals and telephones will remain in place.

Lambeth will be putting up posters with these details in the fortnight prior to the change in service in respective buildings. These will also include information about how residents can contact Lambeth to raise any concerns

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