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My Norwich

One step closer to new customer centre

Published on Friday, 18th May 2018

Details of temporary arrangements for visitors to City Hall during the refurbishment of its customer centre are now available.

The customer centre will close at 5pm on Thursday 24 May ahead of work starting on Tuesday 29 May. The new centre is due to open in September.

The easiest way to find a service, make a payment or report an issue is through the council’s website. Customers are already using the ever-growing list of online services available 24/7.

As well as accessing services online or by phone, customers who need to speak to an adviser in person will now be able to book an appointment to see someone face-to-face.

A temporary customer appointment centre will be positioned outside The Forum on Millennium Plain while the work takes place.

Appointments for housing advice and document scanning will happen at City Hall throughout the refurbishment.

Tablets will be available in the temporary appointment centre and at City Hall so residents can also self-serve to carry out their council business. 

With the Bethel Street entrance part of the sealed off building site, City Hall’s accessible entrance will temporarily move to the door below the clock tower.

Councillor Matthew Packer, Norwich City Council’s cabinet member with responsibility for customer contact, said: “I’d like to thank residents for their patience while we make these improvements to the customer centre.

“It’s important that our services are available to customers when it suits them and our website is constantly evolving to meet the demand for online access. Enhancing the ability for residents to self-serve for everyday issues allows us to tailor our face-to-face service to the needs of individuals we see.”

Designed to be a modern, welcoming and flexible space, the new-look centre will reflect the way customers increasingly choose to interact with the council and many other organisations – online and, wherever possible, via self-service.

Adapting the centre to support self-service will improve efficiency for residents, while allowing officers to spend time with those who need support or have complex cases.

Residents that would like to make use of the council’s website but have problems getting online can access free help at Digital Hubs around the city. Call 0344 980 3333 or visit to find out more.