Report by Head of Customer Focus (attached)

The Committee considered a report by the Head of Customer Focus (circulated previously) regarding the Town Centre Hub.

The Head of Customer Focus highlighted the following:

·         The project formed part of the overall objective of the Customer Focus Programme which was presented and adopted by members in December 2021.

·         Units 38 and 39 had been empty since the Council purchased Green Lanes in November 2021 and even though the units had been actively marketed over the past two years, there had been no commercial interest from retailers during this time. Reported feedback had said it was the wrong shape and size for modern retailers; not big enough for larger requirements and too large for others. If the Council did not occupy the unit then it would take considerable additional investment to create a space to interest potential retailers.

·         Units 38 and 39 being vacant within Green Lanes was currently a cost already borne by the Council as Landlord and had been since the  shopping centre was acquired in November 2021. The current business rates and service charges for the units were approximately £50,000 per annum, which was currently built into the Green Lanes revenue budget. If the Council were to occupy the premises, there was the opportunity to create an additional income stream by sharing with third parties.

·         It was proposed to revert to pre-Covid19 opening hours of 9am-5pm Monday to Friday. Customer Services currently see approximately 100-130 customers per week on the 3 mornings a week that Lynton House was open. There was no ‘passing trade’ along Commercial Road and so the only people seen were those who had made a special trip to come into town to visit the Council for a purpose.

·         With a current footfall of approximately 10,000 per day into Green Lanes along with a more central location, it was anticipated that there would be an increased number of people coming in to see and speak to staff regarding a variety of services.

·         This was seen as a positive opportunity to further humanise both North Devon Council and our staff by having a more regular presence in our residents’ day-to-day lives.

·         Community engagement brought together diverse perspectives to improve the impact of policies and projects on people.  The Hub would enhance what was currently offered by having the space for public consultations for both physical documentation and screens with information.  There would be a hot-desk space for officers to locate themselves during consultations when expertise was required on-site.

·         Self-serve kiosks would be available to encourage customers to interact with us digitally, with staff on-site to help those who needed assistance.

·         Alongside Customer Services, there would be a daily presence from those services which had the most regular customer interactions, namely Housing and Revenues & Benefits.

·         The Police had provided a commitment to occupy the premises alongside the Council with a daily presence from members of the neighbourhood team, which would further benefit retailers in both Green Lanes and the whole town centre.

·         Green Lanes had a significantly improved accessibility for the public.  A bus stop directly outside the Boutport Street entrance made it easier for those who relied on public transport.

·         As well as the main public toilets, there was also a newly opened Changing Places toilet facility, for those with complex disabilities, situated within a few metres of the entrance to units 38 and 39.

·         A public consultation on the proposed hub provision was carried out between 30/10/23 and 11/12/23 (details shown at Appendix A of the report) and the results showed significant support for the proposal, with around 90% in support and/or making suggestions for the scheme.

The Chair summarised that this location of a Hub in the town centre would be a very good visual presence for the Council with more people able to access information and/or have questions answered.

In response to question.  The Head of Customer Focus advised the following:

·         The telephone customer services team had already relocated to Brynsworthy and the face-to-face team would be located into the Hub so Lynton House occupation would be able to be reviewed. 

·         In this new location, there would be no need for security and this would be a cost saving to the Council.

·         The Citizens Advice Bureau team had moved back to their offices at Bridge Buildings as improvement works had been completed there.

·         Staffing could be considered with a view that the Hub could be potentially open at weekends.

·         Housing officers would be present at the Hub to help with people entering housing crises.

RESOLVED:

(a)  That the Town Centre Hub, as part of the Customer Focus Programme, with associated benefits to the wider Council and Community be endorsed;

RECOMMENDED:

(b)  That a one-off infrastructure cost of £220,000 be funded from the earmarked Transformation Reserve; and

(c)  Subject to (b) above, that Full Council vary the Capital Programme by £220,000 and that funds be released.