East Suffolk Council

Residents who have difficulty using online or telephone services can now access East Suffolk Council’s services in person at some local libraries, by appointment.  

The council’s Customer Services Centre in Lowestoft, as well as desks within Suffolk Libraries across the district, were closed during the pandemic due to Government restrictions.  

The majority of council services are available online at www.eastsuffolk.gov.uk and customers are encouraged to continue to use these online services wherever possible.  

As always, those customers who have difficulty using these services or who are unable to resolve their issue online can call or email the Customer Services Centre for assistance. The council’s experienced Customer Services Team are usually able to resolve issues on the customers behalf at this stage but, if necessary, customers can now make an appointment to attend one of the Customer Service locations in person.  

To ensure customers can continue to access services in the way which best suits their needs, the council has reopened the Marina Centre in Lowestoft on Tuesdays and Thursdays, and desks at Woodbridge and Saxmundham Libraries on Wednesdays and at Felixstowe and Leiston Libraries on Fridays. To make an appointment at any of these locations, please call 03330 162000. 

Appointments at Aldeburgh and Halesworth Libraries will be made available at a later date.  

Councillor Stephen Burroughes, cabinet member for Customer Services, ICT and Commercial Partnerships said: “Rather than simply reopening the Customer Services Centres and continuing as we were before the pandemic, our new approach will enable us to better support the changing needs of our customers and ensure residents can reach us in the way which suits them best. This also means our team are available to assist vulnerable customers who may need additional time and guidance.”  

Appointments can be pre-booked at these locations, during the times shown:   

Customers who are unable to book an appointment, such as people facing homelessness, are able to visit any of the available locations on a ‘walk in’ basis. 

Customers can also learn how to access online services and report issues themselves using new ‘digital receptions’ available at the Marina Centre and libraries. Customers can book an appointment and fully trained Customer Services staff will be available as ‘digital champions’ to help customers get online and manage services themselves. 

As well as receiving support in using online services, customers visiting a centre can also learn more about the latest council work in their area, such as flood defence work and regeneration plans. 

Customers can continue to access services online, by emailing customerservices@eastsuffolk.gov.uk or by calling 0333 016 2000.