Opinion: Bring Back the Front Desk; A Resident’s Call for Better Council Services

“As a lifelong resident of Weston-super-Mare, I’ve always taken pride in our vibrant seaside town. From the Grand Pier to Uphill Church, this is a place where community matters.

But in recent years, I’ve grown increasingly frustrated with North Somerset Council’s approach to customer service, particularly the removal of the enquiry desk at the Town Hall. This decision has left residents like me feeling disconnected and underserved, and it’s time for the council to bring back a proper face-to-face service.

The closure of the enquiry desk, which happened several years ago, was justified by the council after a trial showed “low demand,” with estimated savings of £100,000 per year. But low demand doesn’t mean no need. For many, especially older residents or those grappling with complex issues like blue badge applications or council tax queries, navigating the council’s online-only system is a nightmare.

Not everyone has reliable internet access or the digital skills to use the council’s website effectively. As David Agassiz, a fellow resident, aptly pointed out in a recent complaint to the Weston Mercury, the removal of the library’s access point was a “real loss,” leaving many without the ability to speak to someone in person when they need it most.

The council’s response—that face-to-face appointments are available for complex queries—feels like a half-measure. Booking an appointment is not the same as walking into a welcoming office and speaking to a staff member on the spot.

Weston Town Council sets a shining example with its accessible service at 32 Waterloo Street, where residents can walk in and discuss issues immediately. Why can’t North Somerset Council offer the same? Instead, we’re directed to a website or a phone line, which often feels impersonal and inefficient.

This isn’t just about convenience; it’s about fairness. Many residents, particularly those with disabilities or limited resources, are at a huge disadvantage without a physical point of contact. The council’s own website touts its commitment to “creating a fair, green, and more inclusive environment,” yet this decision feels anything but inclusive.

For those dealing with life-changing issues—housing, benefits, or social care—a human connection can make all the difference. Speaking to a person when stressed, as Mr. Agassiz noted, “feels very important.”

North Somerset Council’s focus seems to be on cost-cutting rather than serving its community. While I understand budget pressures, the £100,000 saved pales in comparison to the cost of alienating residents. The council should take inspiration from Weston Town Council’s community-focused approach and reinstate a front desk at the Town Hall. It’s time to prioritize people over pennies and restore the personal touch that Weston-super-Mare deserves.

By Mr T Higgins