WDC Customer Service Operations Update
At their first full meeting Warwick District Council’s new Cabinet approved the design and budget for the previous administration’s plan to relocate the Council’s Customer Service operations to the Royal Pump Rooms in Leamington Spa
In making their decision a detailed analysis was made of the feedback and questions raised by members of the public and regular users of the current facilities.
The change to the location of the Council’s services will follow the vacation of its current HQ at Riverside House later this year and the transfer of the office space to Saltisford, Warwick, where a lease will be taken with Warwickshire County Council for use of the building.
A requirement for the continuation of face-to-face customer provision in a town centre location and a need to reduce overall running costs has prompted the Council to see how it can make more effective use of the public buildings in its ownership including the Town Hall and Royal Pump Rooms.
Detailed plans for an enhanced customer services operation have been put forward. With no suitable rooms available in the Town Hall the best solution was found in the Pump Rooms which offers more accessible spaces and has a visitor information centre and library already established.
Councillors also needed to balance the needs of existing customers, exhibitors and other members of the local arts community who trade in the shop and gallery, with those who will require confidential support from the Council in areas such as housing and finance, with future consultation with stakeholders proposed in order to seek an appropriate alternative location for the retail space.
Warwick District Council’s Portfolio Holder for Transformation, Councillor Jess Harrison commented:
“Changes to the use of this important listed building require the utmost consideration. Having had the opportunity to review the plans put forward we are satisfied that that the new Customer Service Area will offer a welcoming place for those in our community unable to access our services online, with private areas for those who require face to face support, in an accessible, central location.”
“The designs approved by Cabinet will have no lasting impact on the structure of the Pump Rooms. If, at a point in the future, Council services could be provided elsewhere, the Pump Rooms would be restored to its current state. Customer Services at the Pump Rooms is part of the Council’s two-phase relocation strategy, which was agreed by the previous Cabinet in September 2022, and will also see back-office services relocate to Saltisford One.”
“We are also aware of the impact this will have on our creative community and artists who currently display and sell their collections in the shop and would like to meet with them for an open discussion on seeking a viable new outlet for their work.”
Further information and Q&As on the new Customer Service Centre can be found on the Warwick District Council website.
