Changes to customer services as new reception opens

Changes have been made to the way residents access face-to-face support for some services following the opening of Malvern Hills District Council's new reception building.

From Tuesday, 7 May enquiries for district council services such as Council Tax payments, housing issues and waste and recycling collections, are no longer dealt with at The Hub in Malvern Library.

Instead residents can now for the first time in many years get help from the Council House in Avenue Road via the council's new modern reception, which has been added to the side of the Grade II Listed Building.

The new reception forms part of the council's commitment to improving customer services. This has also resulted in an increase in the number of departments with direct dial phone numbers, so people no longer need to go through a central switchboard. Investment is also being made in the council's website so residents can access the information and services they need more easily, 24/7.

No redundancies have been made due to the changes which are expected to save £100,000 a year as a result of exiting a deal with private firm Civica, which previously provided the council's telephone and face-to-face services.

Sandra Hudson, responsible for customer services at Malvern Hills District Council, said: "The best way to access our services is via our website, which residents can do anytime from home or when they're out and about. However, our new reception building and the improvements we've made to our telephone arrangements, mean when people do need to contact or visit us they will receive a more efficient, improved service."

Residents needing face-to-face support with Worcestershire County Council services, such as Blue Badge applications, bus passes and highways issues, will find that support at Malvern, Tenbury and Upton-upon-Severn libraries.

Carol Brown, Libraries Service Manager at Worcestershire County Council said: "It is important customers feel confident to access online council services and libraries are well placed both to help customers access those services and to signpost them to Adult Learning courses and support from Digital Champions to build their IT skills and confidence if needed.

"We are pleased that face-to-face support has been extended from Malvern Library to both Tenbury and Upton-upon-Severn libraries, allowing more options for customers in Malvern Hills."

Pictured: Clare Lepak, Customer Services Adviser, Cllr Andrea Morgan, Chairman of Malvern Hills District Council and Sandra Hudson, responsible for customer services on Malvern Hills District Council.

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