URL: https://democracy.arun.gov.uk/ieDecisionDetails.aspx?ID=1663

Decision Maker: Policy and Resources Committee

Outcome:

Is Key Decision?: No

Is Callable In?: No

Purpose: A decision is required on the future delivery model for in-person customer service within the district. The options are to continue providing the service from a fixed location in Bognor Regis, or to change to a model that maintains in-person customer service at Arun Civic Centre while enhancing provision through an outreach service at additional venues across the district.

Content: The Project Manager presented a joint report from the Deputy Chief Executive and the Group Head of Technical Services to the committee. It was explained that this report formed part of the ongoing accommodation review which sought to identify opportunities to achieve savings and increased revenue generation. The report outlined the council’s financial and customer service strategies which aimed to improve efficiency, promote digital self-service and support vulnerable residents.   The purpose of the report was to seek a decision on whether to retain fixed in-person customer service provision in Bognor Regis or to remove the service and replace it with enhanced outreach provision. Outreach would involve delivering services within the community at various locations on set days.   The current front-of-house service at Bognor Regis Town Hall provided general customer services, housing and rough sleeper initiative support, emergency accommodation assistance, parking services’ support, and public access to land charges. Usage data from January to September indicated over 100,000 contacts via phone and online channels compared to approximately 16,000 in-person visits, of which just under 5,000 were at Bognor Regis Town Hall. Digital uptake continued to grow.   Consultation undertaken between 20 October and 10 November resulted in 275 responses, including 42 paper submissions. Financial analysis showed that removing the front-of-house service would result in annual running costs of £76,500 for outreach and associated services, offset by £33,500 potential income from leasing reception space, giving a net cost of £43,000 and a net annual saving of £14,500. One-off costs for remodelling or potential relocation would be considered at the committee’s next meeting on 12 February 2026.             Having considered the consultation feedback and the modest cost saving, the Corporate Leadership Team recommended retaining a fixed in-person customer service provision in Bognor Regis. This option aligned with social responsibility, public demand, and the Council’s vision, while supporting vulnerable residents. If retained, the specific location would be reviewed as part of the further report to be presented to the committee in February 2026 regarding the future of Bognor Regis Town Hall.             Councillor Walsh then proposed the recommendation which was seconded by Councillor Lawrence.             The chair then invited debate. Councillor Walsh addressed the Committee emphasising that the Council was a public service organisation, customer-focused, and should respond to clear and comprehensive feedback from the public. His support for the recommendation was based on two key reasons. Firstly, 77% of respondents stated that in-person service support was extremely important and secondly, while digital and telephone services were available, the former was not universally accessible or sufficient. He highlighted that this was demonstrably true, as many older residents, and some younger residents with learning difficulties, found it difficult to use digital or telephone services. Additionally, some residents could not travel to Littlehampton (the Civic Centre), which was understandable.   Councillor Walsh therefore proposed an amendment to the recommendation which is set out below with additions added using bold:   Agree to retain in-person customer services from a fixed location in Bognor Regis preferably at Bognor Regis Town Hall   The amendment was seconded by Councillor Lawrence.   Councillor Walsh further clarified that the Committee was not taking a final decision at this meeting, as it had been confirmed that a final decision would be made on 12 February 2026. However, he considered it important to provide a steer on the committee’s intentions. He noted that Bognor Regis Town Hall was centrally located, near bus routes, was well known, and currently served as the main point of contact. He concluded that continuing this arrangement would be sensible. He acknowledged that ownership of the Town Hall was a separate matter to be discussed later.             The chair then invited debate on the amendment. Many councillors spoke in support of it. This was because the consultation undertaken confirmed overwhelming support for retaining customer services in the Town and that this should be the Bognor Regis Town Hall. It was accepted that a report confirming the future of the Town Hall would be presented to the committee in February and so the committee felt that providing a clear steer now would assist officers in compiling the report.             Other councillors spoke against the amendment and referred to the petition that had been submitted and debated at Full Council about saving the Bognor Regis Town Hall in January 2023. In response, the council had given a solid commitment to preserve customer services at the Town Hall, and it was strongly felt that this commitment should not change. There was much emotional attachment to the Town Hall, but equally there were sound practical reasons as to why the Town Hall should continue to be used in the future.  Some councillors stated that they could not understand the need for the amendment at this time and in advance of receiving the further report in February 2026.             Debate then turned to members questioning why this report was being considered now and not at the same time as the other report on the future of the Bognor Regis Town Hall.   Having undertaken a vote on the amendment, this was NOT CARRIED.   The chair then returned to the substantive recommendation and invited debate.         Councillor Gunner confirmed that he supported the sentiment of the amendment but stated that the easiest solution was to defer the item until the report on the future of the Bognor Regis Town Hall was presented to committee on 12 February 2026, the two items could then be considered together. He confirmed that he wished to propose that this item be deferred as an amendment, this is set out below.   To defer this item to the 12 February 2026 meeting of this committee so that it can be considered with the item on the future of the Bognor Regis Town Hall   Councillor Alison Cooper seconded this amendment.   The chair invited debate on the second amendment.  The committee fully supported the deferral so that the future of customer services in Bognor Regis could be considered at the same time as the future of the Bognor Regis Town Hall. Those speaking in support of this amendment reiterated the importance of retaining customer services at this location and until LGR had taken place as this was the clear wish of the public.             Following further debate, a vote on the amendment was then undertaken and it was declared CARRIED.             The Committee                       RESOLVED   To defer this item to the 12 February 2026 meeting of this committee so that it can be considered with the item on the future of the Bognor Regis Town Hall.  

Date of Decision: December 11, 2025