Council urged to reverse customer service closures

The team at the customer service centre in Dewsbury has already relocated

A trade union has called on a council to reverse its "disastrous" decision to close customer service centres.

Kirklees Council announced in February that two centres in Huddersfield and Dewsbury would close and be integrated into Kirklees' libraries.

The Unison union warned the move could have a negative impact on elderly and vulnerable residents.

The council said demand for the services had fallen and reassured residents they would still be able to access the support needed.

The decision to close the customer service centres comes as part of the council's cost-saving measures and could affect up to 40 jobs.

Back in February, the Local Democracy Reporting Service said the authority needed to make more than £47m in savings to avoid having to declare itself effectively bankrupt.

Dewsbury's customer services team had already moved into the town's library due to maintenance works at its original site.

Petition against closures

Unison branch secretary Mick Donoghue told a council meeting of the negative impact the closures and service changes would have on domestic abuse victims and other vulnerable people.

A petition with more than 2,000 signatures has also been submitted calling on the council to reverse its decision.

"The centres are the last two access points for residents of Kirklees to have face-to-face contact to get assistance from the council," it said.

"Library staff who would take on extra work are unlikely to provide the same level of personalised assistance.”

A council spokesperson said it had observed an increase in people accessing services online since the pandemic.

"We want to make it easier for people to do that, while also making sure people can still speak to someone face to face if required," they said.

“The new offer will mean customers can still be enabled to access the support they need – online or in person- but this will be from within the libraries staff team."

The council said the support would be available from the existing buildings during the same operating times.

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