Consultation on proposed changes to our contact centre and face to face service opening hours

Overview

From 1 April 2025 we are proposing to make some changes to the opening hours of our contact centre and face to face service.  

The proposed changes will support our commitment to developing and improving services, so they are accessible and meet the needs of all our customers.  

The proposed opening hours are based on the level of calls and face to face visits we receive at different times of the day. The number of customers contacting us through these channels is rapidly reducing as more people choose to self-serve online because it is easy, quick, and convenient.   

We recognise that not all our customers are confident using digital services so to make certain our services are accessible, convenient and responsive our proposed new opening hours will continue to cover the working day. The changes will increase resources available to answer calls at the most popular times of the day and support our customers who are most in need.  

A pre-bookable appointments service is proposed to operate every day at reserved times (9am to 10am and 3pm to 5pm) so our customers are seen with no wait, at a time convenient for them, and by a person who can resolve the enquiry at first point of contact.

An extended appointments service from 5pm to 6pm one evening each week from 1 April 2025 is also being considered for a trial period of 3 months. 

Current and proposed opening times

Why your views matter

Your views are important and will help us to develop recommendations to change our opening hours from 1 April 2025.