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County Durham customer service centres could be cut to opening one day a week

Durham County Council said demand for the services has fallen and reassured residents they would still be able to access the support needed.

Appointment numbers have decreased by 16,000 per year since 2018, the local authority said. 

The latest proposals come after the council reduced the opening hours of four Customer Access Points (CAPs) last October. Some centres still have 60 per cent of appointments available, with just 22 per cent of appointments used at some sites. 

New customer service centres, also opening one day a week, are also proposed for Peterlee and Newton Aycliffe. 

Durham County Council said the reduced opening hours will better reflect the reduced demand for face-to-face services, while also covering a wider geographical area of the county. Residents can also access customer support by telephone, email, social media, and webchat. 

The proposals will be discussed by Durham County Council’s cabinet members at a meeting next Wednesday (October 16). 

Councillor Susan McDonnell, cabinet member for customer services, said: “We are getting a clear message through the uptake of appointments that there is a reduced demand for face-to-face services at our CAPs. However, we understand that, for some residents, face-to-face service is still the most valuable way to get the help they need.

“We’ve therefore decided to review how our CAPs work so that a face-to-face offer is still available for those that need it, and in more areas of the county too, while also reflecting the reduced demand.

“The new model will help us better support all customers, allowing us to be available for residents who can access support over the phone or digitally, while also continuing to offer face-to-face services that cover more areas of the county for those that need them.”

Around £219,000 is expected to be saved by the proposals. 

If agreed, the changes are due to be introduced in October 2025. 

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Current Customer Access Points in County Durham

Chester-le-Street 

Stanley 

Consett 

Clayport (Durham City) 

Barnard Castle 

Seaham 

Spennymoor  

Crook  



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