Customer service hub to move to Barnstaple town centre

High profile spot in Green Lanes will also be base for police

The planned relocation of North Devon Council's customer services centre to Barnstaple high street has been described as a “win, win”.

Councillors said creating the hub in the Green Lanes shopping centre, which sees 10,000 people each day coming through the doors, would dramatically improve face-to-face contact with the public.

It will also provide a base for the police, with a daily presence from the neighbourhood team.

Ninety per cent of people who took part in a public consultation supported the plan.

Residents will be able to get advice about housing and benefits, as well as general information about council services. The large windows and space inside will be used to promote campaigns, messages and consultations.

North Devon’s strategy and resources committee gave unanimous approval for £220,000 to be used from its reserves.

Councillors were told that the two units for the hub had been empty since the council bought the shopping centre in 2021 and it was incurring landlord costs on the empty units.

By occupying the premises, the council has the opportunity to generate income by sharing the lease with third parties.

The current customer services centre at Lynton House, Commercial Road, where other council services including the parking team are based, had “no passing trade” and is only open three mornings a week at present, said officers.

The new town centre hub will return to pre-covid opening hours of 9am to 5pm and is seen as “as positive opportunity to humanise North Devon Council” with a more regular presence in residents’ day to day lives.

Police said the highly populated, high footfall area “has the potential to offer fantastic access and visibility amongst our communities."

Space freed up in Lynton House will be used by other council service teams or rented out.

Cllr David Knight (Lib Dem, Roundswell) said the move would be “from back street to front of house” and was “bringing the council to the people.” He said using visual messages was especially good for people who had recently moved to the country and didn’t understand the language very well.

Cllr Ian Roome (Lib Dem, Barnstaple with Pilton) said giving the public access to services which affect their lives is “vital to our council”

“It’s a really good area because of the passing trade and with the police being here as well it’s a win, win situation.”

Councillors were told that weekend opening hours may also be an option.

Green Lanes was purchased by the council for £8.2 million and said at the time to be "a once in a lifetime opportunity"  which would complement other significant regeneration improvements being delivered within the Barnstaple town centre through the Future High Streets project.

Councillors said Green Lanes had been a success and income from the site, after the repayment of the loan and asset management costs had been taken out, was being reinvested into projects across the district.