North Wing Customer Service Centre to open for pre-booked appointments

The Pembrokeshire County Council Customer Service Centre at North Wing, County Hall, Haverfordwest is to re-open next month on an appointment-only basis.

The Council’s Customer Service Centres (CSC) have been closed as a result of the Covid-19 pandemic since March 2020.

With limited resources available, CSC staff were redeployed to the Test, Trace and Protect team as part of the Covid-19 response.

That important work continues but is now possible to release some staff and North Wing Customer Service Centre will re-open on Monday September 6^th for those who have received appointments for housing-related matters.

Customers who arrive in person to the CSC will only be able to enter if they have received a housing-related appointment or if:

• They are unable pay online or direct into a bank or post office
• They are vulnerable and in crisis

The CSC will operate between 9am and 12pm and 1pm to 4pm.

Anyone attending for a pre-booked appointment is asked to follow staff instructions and adhere to the Covid-19 measures in place at that time to keep visitors and staff safe.

Cllr Neil Prior, Cabinet Member for Transformation, said: “We are pleased to be able to introduce this appointment system at North Wing Customer Service Centre from Monday 6^th September and be able to assist customers who have received an appointment from the Housing team.

“At this time our hard working Contact Centre staff remain very busy and I would like to remind customers who have queries about Council services or issues they are facing, that information can often be found on the Council’s website:www.pembrokeshire.gov.uk

“If you have not already done so, joining the Council’s My Account service is easy to do and offers a wide range of services that can be accessed online. See My Account for more information.”

No decision has yet been made on the re-opening of the CSC at Argyle Street.

Customers are reminded that there are a series of straightforward methods to pay Council bills available, including several options that do not require payments in person:

1.   Set up a Direct Debit:

Direct debit is a simple, convenient and safe way of paying bills. You can set up a Direct Debit to pay your Council Tax online at www.pembrokeshire.gov.uk/direct-debit

To set up a Direct Debit for Council Tax over the phone contact Revenue Services on 01437 764551. Customers will need to be the bill payer and have their bank account details to hand.

2.   Pay Online:

Paying online is quick, safe and secure and is available 24 hours a day, seven days a week. To pay Council bills online visit: Make a payment

3.   Call the Automated Telephone Payment Line:

Call the Council’s payment line on 01437 775164. This is an automated service, available 24 hours, seven days a week.

4.   Speak to the Council on the Phone:

Call the Contact Centre on 01437 764551 to pay using a credit or debit card. The Contact Centre is open between 9am and 5pm from Monday to Friday.

Customers who are unable to pay using the above online or telephone options and wish to pay by cash can request a Post Office payment card to allow payment of Council Tax and rent at Post Offices.

These are available from the Council’s Revenues Team and can be accessed directly as outlined below:

Customers can contact the Council Tax team directly by dialling 01437 764551 and pressing option 1 for English; then option 2 in the next menu followed by option 4 for Council Tax. They will then be able to speak directly to a member of the Council Tax team to request a Post Office payment card. Alternatively, they can email revenue.services@pembrokeshire.gov.uk to request a payment card.

Customers can contact the Rent Team directly by dialling 01437 764551 and pressing option 1 for English; then option 2 followed by option 5 for Rents. They will then be able to speak directly to a member of the Rents team to request a Post Office payment card.

Alternatively, they can email rents@pembrokeshire.gov.uk to request a payment card