Fit out of new council Customer Centre begins in Coalville

Published: Thu 7 July, 2022

An artist's impression of how the new Customer Service Centre could look in Coalville

Work has started to create a new North West Leicestershire District Council (NWLDC) Customer Centre in the heart of Coalville. 

The move will take all customer appointments to a new, more accessible location on Belvoir Road in one of the Belvoir Centre units, including:

  • Council tax
  • Benefits
  • Fraud
  • Environmental protection
  • Planning
  • Housing
  • Licensing
  • Waste
  • Communities
  • A police enquiries desk will also be located in the Customer Centre.   

Work has already been completed to make the building fit for kitting out – including a new roof and an updated frontage using timber to reflect the location in the National Forest. Now the inside of the premises will be transformed into a modern customer centre.

The fit out work is planned to take around four months, with the Customer Centre expected to open in the autumn.

Customer-facing staff, including housing and planning officers will take appointments at the new Customer Centre, working alongside Customer Services staff who will continue to support customers in person, on the phone and digitally.

Other staff will be based at either a refurbished Whitwick Business Centre on Whitwick Road or at Stenson House on London Road - the historic part of the current Council Offices.

A proposal to change the authority’s accommodation to suit its new ways of working was approved by NWLDC’s Cabinet in July 2021 and ratified by Council in September 2021.

Once all new accommodation is complete, the aged 1970s part of the Council Offices will be demolished.

Andy Barton, Strategic Director at NWLDC, said: “Putting customers at the heart of everything we do is our ethos, and we’re excited to bring our main Customer Centre into the town centre, giving customers much more ready access if they need that face-to-face contact.  

“We’re committed to giving customers the flexibility to choose how they access our services, whether it’s face-to-face, over the phone or virtually, and we hope a more modern, accessible face-to-face experience will help with that.”

Councillor Richard Blunt, Leader of North West Leicestershire District Council, added: “Our current building is not fit for modern working and isn’t a nice place for customers to visit. The building needs so much investment that it simply doesn’t make financial sense to stay.

“Our office staff are moving to a more efficient building while customers will get a better experience in a much more convenient town centre location, with two hours’ free parking within close walking distance.”