Decision details

Customer Services

Decision Maker: Cabinet

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: Yes


Consideration of recommendation (FIP 21/36) referred from Finance, Innovation and Property Advisory Board of 21 July 2021.


The Cabinet resolved that:


(1)             the customer services operation be moved from a drop-in reception service at both the Kings Hill and Castle reception points to a triaged pre-booked appointment service;


(2)             the Kings Hill reception and call centre opening times be changed to 09.00 hours to 17.00 hours Monday to Thursday and 09.00 hours to 16.30 hours on Friday, to align with Tonbridge Castle which already operates these hours; and


(3)             the KPR self service kiosks be removed and the Council move to a bar coded bill for those more vulnerable residents who are unable to pay through digital/phone methods.

Publication date: 15/10/2021

Date of decision: 12/10/2021

Decided at meeting: 12/10/2021 - Cabinet

Effective from: 23/10/2021

Accompanying Documents: