City council changes drop-in hours


After listening to its customers, Gloucester City Council customer service office at Herbert Warehouse is changing its opening hours to 9am – 3pm.

As part of the Together Gloucester project which saw the city council assess its structure, customer services is changing how it interacts with its customers. Making services more accessible online and reducing the need to visit the offices at Herbert Warehouse.

Earlier this year the council took its first steps towards this new model. Customer service drop-ins were changed to 10am – 4pm. Feed back from customers showed that they prefer accessing services earlier in the day, therefore drop-in times are changing to support this. As of Monday 4th September 2017, residents will be able to drop-in to the Herbert Warehouse offices 9am – 3pm.

In order to respond to customers quicker, the city council is also talking with its partners, such as Amey, to discuss how the customer can go straight to them.

By effectively cutting out the city council as the ‘middle man’, residents will be able to speak directly to the service that they need. In turn, reducing the amount of time they have to wait for help.

Staff at the city council are currently being trained so that they can deal with all general customer enquires. By having multi-skilled people on the frontline, residents who do require customer services will have their queries answered first time.

People who require emergency housing support will be provided with a telephone number that will be available 3pm – 5pm on weekdays.

Cllr David Norman, cabinet member for performance and resources at Gloucester City Council, said: “We want to become a council whereby residents do not have to walk or drive to our offices to interact with us. We are trying to encourage residents to access our services via our website, or by e-mail and phone.

“The change to our reception opening hours acknowledges the fact that we are busy in the mornings and through the middle of the day. I want to make clear that during those periods that our customer reception is closed, telephone lines will be open.”