A report to Rushcliffe Borough Council’s Communities Scrutiny Group will assess the impact of relocating its West Bridgford customer contact point from Fountain Court to West Bridgford Library, following the move in 2024.
The review, due to be considered on Thursday 2 April, examines whether the change has maintained service levels while delivering better value for money and whether any further action is required.
The council began exploring the relocation in February 2024 as part of efforts to review how its customer services were delivered. At the time, the Fountain Court site on Gordon Road had seen a steady decline in face-to-face visits compared with pre-pandemic levels. Annual visits fell from more than 10,000 in 2018 to 4,578 in 2022 and 3,780 in 2023, prompting a review of how the service could be delivered more efficiently.
The move formed part of the authority’s Customer Access Strategy 2022–2025, which committed to reviewing customer service locations to ensure they remained accessible and appropriate for residents’ needs. The library site was identified as a suitable alternative due to its central location, proximity to car parks and public transport, and its familiarity to local residents.
The new contact point opened inside the library on 2 September 2024, following agreement with Inspire, which operates libraries on behalf of Nottinghamshire County Council. A three-year lease was agreed, with an option to extend, allowing both organisations to assess demand and service performance over time.
The report states that the impact on customers has not been significant, with a slight increase in usage since the move. In the final year at Fountain Court, there were 4,193 face-to-face visits, compared with 4,554 visits in the first full year at the library.
Services provided at the new location remain broadly the same, although housing and licensing appointments are now held at Rushcliffe Arena when required. The most common enquiries continue to relate to council tax and business rates, waste services, garden waste, and benefits.
The council has continued to expand its digital services, but the report confirms it remains committed to offering face-to-face support for residents who prefer in-person contact. Meeting rooms within the library are available for private discussions where needed, and there have been no recorded concerns about privacy since the move.
Customer satisfaction surveys carried out in late 2025 and early 2026 indicate high levels of approval, with 95% of respondents saying they were very satisfied with the service and 96% reporting that staff were knowledgeable and that their personal data was handled appropriately.
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Financially, the relocation has resulted in a significant reduction in costs. The Fountain Court site had annual running costs exceeding £55,000, while the arrangement at the library costs around £5,000 per year in rent and services. Overall, the move is saving the council around £50,000 annually.
The report also highlights a reduction in the cost per customer interaction, which has fallen from £13.12 at Fountain Court to £1.10 at the library, with no reduction in service performance. The one-off relocation costs of just over £28,000 were offset within the first year through these savings.
Staff feedback indicates the transition has been largely successful, with some initial issues relating to heating, lighting and workspace conditions addressed following adjustments with Inspire. The report also notes positive working relationships between council and library staff.
The current agreement with Inspire runs until August 2027 and may be extended to April 2028, taking into account ongoing discussions around local government reorganisation. The council says it will continue to monitor performance and gather feedback to improve the service.
The scrutiny group is being asked to consider the findings and identify whether any further follow-up actions are required.
