Council begins public consultation on in-person services as it adapts following coronavirus

PUBLISHED: 4 September 2020

Date issued: 7 September 2020

Colchester Borough Council is urging residents to have their say as it reviews in-person customer services. A survey has been launched to gather feedback, which can be completed in-person at Colchester Library or online by visiting

The consultation follows the closure of the Community Hub in March 2020 due to COVID-19. For six months the council has been providing services traditionally accessed in person by other means, such as telephone and digital appointment. The digital shift has allowed the council to meet a recent doubling in demand for some essential services, such as Welfare Benefit Support. Additionally, the move to digital has allowed for greater flexibility for customers and has seen a 90 percent decrease in appointments missed.

Feedback from the consultation will not only help shape how the council will deliver digital services in the future, but also in-person services.

Cllr Mark Cory, Leader of Colchester Borough Council, said: “We’ve had to adapt the way in which we engage with members of the public and how we provide some of our in-person services, due to the coronavirus pandemic. We have seen greater success in contacting residents, many finding it easier to speak on the phone from home or access a meeting virtually.

“We’re taking this opportunity to review these service changes and gather feedback from you, our residents

“I would encourage everybody to complete the short survey. It will only take five minutes. Your feedback will help us measure the success of our services and could make a real difference to how we shape services in the future as technology continues to evolve.

“I am encouraged that the council has met increased demand despite the challenge of providing in-person services digitally. It not only offers greater flexibility for residents, but it also saves money which can be used elsewhere in the borough. 

“Having said that, the council will always provide in-person services to ensure the most vulnerable in our community receive the advice and support they need.”

To complete the consultation please visit

The consultation will close on Monday 5 October.

Page last reviewed: 4 September 2020


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