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After a review of its trial extended opening times Babergh District Council’s Revenues Division will continue to offer residents its out of office hours telephone service, albeit on a slightly modified basis of 8.00 a.m. to 6.00 p.m.
Babergh launched the ‘Open More Hours’ service in September of last year when it opened up its phone lines from 8.00 a.m. to 7.00 p.m. for enquiries on Council Tax, Benefits, Housing Rents and Business Rates.
"This was the first step in making it possible for residents to contact us at a time convenience to them" said Bob Southgate, Babergh’s Head of Revenues, "and has proved really successful, even though demand was not quite as high as we anticipated".
Feedback from customers has shown that the earlier start time of 8.00 a.m. was particularly appreciated, but there has been very limited demand between 6 p.m. and 7 p.m. However, the service was especially well used during the peak period immediately following the issuing of residents’ Council Tax bills.
"As a result of this customer research, from 21st June onwards, Babergh will now be closing our phone lines at 6.00 p.m. However, if we find that a great number of people are unable to contact us we will review the position. After all, Babergh’s aim is to provide a service when people most need it".
"We will also be flexible in extending our phone line opening hours during certain periods of likely heavy demand" concluded Mr Southgate.
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