In 2025, we sent a Freedom of Information request to the council asking what the purpose of each customer service area is and how much this costs.
The council confirmed there are 3 customer service departments including general customer services (enquiries), service recovery (complaints) and resident experience (complaints and feedback) with an overall budget of £7.497m each year. However, the council could not provide a breakdown for each service area.
Since then, the council has moved one of its customer service centres from Broadgate House to the Central Library to reduce costs. The council is also looking at leasing Broadgate House to the private sector.
