Council’s Customer Service Centre at Templars Square to close

Published: Tuesday, 17th October 2017

The Council’s Customer Service Centre at Templars Square will close permanently on 22 December 2017.

Over the last two years the number of customers using the Templars Square office has been declining; we have seen an average annual reduction of about 3,800 visits. Added to this, records show that many customers are choosing other ways to contact the City Council, either by using online services via our website or through our automated telephone service. 

Additionally, the Department of Work and Pension’s (DWP) decision to extend their implementation of Universal Credit means that from 18 October customers who would have made a new claim for housing benefit will have to claim Universal Credit via the DWP’s online service. 

Staff who are normally based at Templars Square will relocate and continue to work as part of the Customer Services team based at the St Aldate's Customer Service Centre. 

Councillor Susan Brown, Board Member for Customer and Corporate services said: "With an increased use of online and automated  telephone services it has become clear that the office at Templars Square is being used less and less as a way to contact the City Council. We believe therefore that this is the right time to close it and redirect resources to making it easier for customers to keep in touch through other avenues - most notably by contacting us online."

"We realise that there will be some who will prefer face-to-face contact and for those customers our St Aldate's Customer Service Centre will remain an accessible way to access all of the services we provide."     

There are also several other ways to contact or access information from, the City Council:

  • visit our website to find out information, pay a bill, request something or make an application
  • make payments through our automated telephone service on 01865 249811  
  • phone our Contact Centre on 01865 249811, Monday to Friday between 8am and 6pm
  • ‘Like’ or ‘follow’ our Facebook and Twitter pages to stay in touch.

Neighbourhood advice centres will also be able to provide support locally.