A COUNCIL'S face-to-face customer service centres, which closed at the beginning of the coronavirus pandemic, will reopen to visitors this month.

Due to the Covid-19 pandemic, Durham County Council’s customer access points (CAPs), which offer help and information about council services for people who are unable to use telephone or online services, have been closed since March 27 last year.

The centres will re-open on Thursday, September 30, with new measures in place to improve customer service and ensure visitor safety including operating on an appointment-only basis.

All services provided pre-pandemic will be available, but customers will see a number of changes, including a need to pre-book an appointment prior to visiting and a focus on helping residents to access digital services through their phones, tablets and laptops.

Appointments with specialist staff for complex issues will be held by video call rather than face-to-face.

When visiting a CAP, the authority is asking customers to sanitise their hands, wear a face covering and respect other people’s space, in order to keep staff and customers safe.

CAPs are located in Barnard Castle, Stanley, Seaham, Spennymoor, Durham City, County Hall, Crook, Chester-le-Street and Consett.

Residents can book an appointment at their preferred CAP by calling 03000-260000 or emailing help@durham.gov.uk.

Victoria Murray, the council’s head of digital and customer services, said: “We are pleased to be able to welcome back visitors to our customer access points.

“The changes we have implemented will be beneficial in improving the customer experience and helping us to function in the current Covid situation, including allowing us to adapt to any future changes in service.

“By introducing an appointment system, we can ensure that we have the resource available to meet customer needs across all channels and take time to help customers who do not have the internet or digital device.

"By supporting people to access digital services, we can also help them to build their digital skills.”

Further details on the locations of County Durham CAPs and their opening hours can be found online at durham.gov.uk/customeraccesspoints

 

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