Customer service centres in County Durham will be reduced to opening just one day a week. 

Durham County Council said demand for the services has fallen but reassured residents they would still be able to access the support needed.

The decision to reduce the opening hours across the region comes after a significant drop in appointments over the past few years. 

Despite the cuts, new customer service centres will be opened in Peterlee and Newton Aycliffe. 

A Durham County Council cabinet meeting heard appointment numbers have decreased by 16,000 per year since 2018. 

Councillor Susan McDonnell said: “Demand and footfall in the CAPs in 2023-24 was only 33 per cent of the levels we saw in 2017-18. With such a change in customer contact, we had to review our service offer to better align with the needs and demands of our service users. Put simply, we have to move with the times.”

Data compiled by the council showed some centres still had 60 per cent of appointments available, with just 22 per cent of appointments used at some sites. 

The cabinet member for digital, customer services and procurement, said opening service centres in Peterlee and Newton Aycliffe was a “gap that needed filling” and will be welcomed by each community. 

“Implementing change is not always universally popular, and there will be a need to carefully manage the move to a new service offer,” added Cllr McDonnell.

“I welcome the comprehensive communication plan, which will ensure there is a smooth transition to the new service offer over the coming 12 months. 

“We just can’t sustain a position where 60 per cent of appointments remain unused, particularly when we have such financial challenges ahead of us.”

Residents can still access customer support by telephone, email, social media, and on the council’s website. 

Councillor Mark Wilkes described the decision as a “no-brainer”, saying it would save council money and expand services. 

Also supporting the plans, councillor Alan Shield said the need for change is “unequivocal”. 

He added: “Given this change in customer behaviour, it is wholly appropriate that the customer services provision was reviewed and that it evolves to match customer demand.”

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Current Customer Access Points in County Durham

  • Chester-le-Street 
  • Stanley 
  • Consett 
  • Clayport (Durham City) 
  • Barnard Castle 
  • Seaham 
  • Spennymoor  
  • Crook  
  • Peterlee (to be opened
  • Newton Aycliffe (to be opened)