Changes coming to customer services

The Council cabinet has approved proposals to streamline the way the Council’s customer service team help citizens. 

From Monday 3 April, a new concierge desk will open in the Council House reception area, with new Welcome Screens with touchscreen technology that will greet customers as they come into the Council House. There will also be new and improved Self Service PCs again, with touchscreens, aiding citizens to quickly find the help they need. Whether that’s directions to another service in the building, finding the right contact information, submitting an enquiry or how to pay their Council Tax bill, the easy-to-use screens will be the one-stop for all information. 

The front of house reception team will continue to be on hand to support customers, from 9 am until 1 pm, Monday to Friday, in line with the busiest times. The Council House will continue to be open to citizens from 9 am to 5 pm, every weekday.  

The opening times of some phone lines are also changing, in line with patterns of demand, find the full list on the Contact the Council page. Some lines will now be answered from 9 am to 1 pm each weekday. Citizens calling us will be able to get answers to questions 24/7 from our new digital Chatbot or be directed to the Derby City Council website, where they will be able to find the information they need. The main switchboard line and those lines for critical services such as Adult Social Care and Fostering will continue to be answered from 9 am to 5 pm, Monday to Friday. 

For further information on customer services opening times please visit derby.gov.uk