Published Wednesday, 24th July 2019
From Thursday 1st August, Sutton Council’s face to face customer service will be moving from Civic Offices to Sutton Central Library as a pilot project. The trial will run until 30th September 2019.
The move to the library at St Nicholas Way will make it easier and more convenient for residents and others to visit Sutton Council. It will also help libraries and customer services colleagues improve both their service offers to customers and the experience of visiting either service.
To help visitors for Sutton Council, customer service officers will be welcoming guests in the library to manage enquiries, appointments, or accessing services online.
To make the move possible, the Civic Office reception will remain open for any self-service queries, booked appointments, and access to meeting rooms. Any residents requiring assistance from one of the Customer Services team can see a team member in the Sutton Central Library.
Frequently Asked Questions
What is happening?
Sutton Council will be trialling the relocation of the council’s main access point from Civic Offices to the Sutton Central Library.
When is it happening
The trial will start on 1st August until 30th September 2019.
Why is it happening?
This will make it easier for everyone to find Sutton Council, and it will improve the customer experience of visitors.
What does the move mean for me?
The main change is that the council's customer service team and reception area will be situated in the Central Sutton Library. This means that you will need to make your way to the main library first if you need to visit the council.
How will I know who to speak to in the library if I’m visiting the Civic reception?
The customer services team will have Sutton Council badges and lanyards on.
What will happen to the ground floor area at the Civic Offices?
The area will remain open for any self-service queries, booked appointments and access to meeting rooms. However, there will be no customer service staff in this area and visitors will need to go to the Civic reception area in the library if they need help.
How will I know where to go?
There will be signs and information posters in and around the Civic Offices for those who need help finding the Sutton Central Library.
Will I still be able to use the Civic cash payment machine?
Yes, the machine will be available, as before.
What if I am going to a meeting in one of the Civic Offices meeting rooms?
Please go to the ground floor of the Civic as before and let one of our security teams know and they will help you with this.
The library is open from 9am to 8pm and on weekends, does that mean the Civic reception will be open during those times too?
No, the Civic reception will only be available from 9am to 5pm, Monday to Friday, as before.
What happens if I have an emergency before 9am and after 5pm, or on the weekend?
Our out-of-hours security team can be phoned on 020 8770 5000 in an emergency.