Each new Customer Service Centre is developed in consultation with local people, as set out in our Consultation Framework (pdf, 125kb).  The purpose of a Community Focus Group is:

• to reach a wide cross section of the community
• to consult potential users of new customer service facilities to find out what they think about how facilities should look and what services we should provide
• to ensure that community representatives feel informed and involved
• to give key customer service messages consistently
• to market achievements, share good practice and raise community awareness of customer service initiatives
• to involve and engage with local people who will be encouraged to lend a hand in promoting new facilities in their local communities
• to evaluate and review the success of any new customer service projects
  

Click on this link to find out more about how you can have your say at the next Customer Services Community Focus Group.

Citywide Community Focus Group

The Citywide Community Focus Group was established in late 2007, with the first meeting being held on 29th November.

This Community Focus Group was created to look at the services we offer across the city as a whole, rather than in one particular area.  It is the forum to discuss the replacement Customer Service Centre in the East End of the city (expected to open late 2008), and also the existing Civic Centre Customer Service Centre.  Other items discussed include citywide Customer Service Centre research, the Contact Centre and public and voluntary services operating from the centres.

West End Centre Community Focus Group

Set up in September 2007, this Focus Group has been building up interest locally since September 2005 when our first public meeting took place. A substantial number of people have joined the Group already, but we welcome new members at any time.

Community Focus Group Members will be invited to meet regularly and the content of future meetings will include updates on progress of the Centre, working with us to develop residents' newsletters and many other publicity and communication initiatives and making suggestions on the type of services people would like to see operating from the centre. 

Gosforth Community Focus Group

A community focus group is now involved with the development of the Customer Service Centre and Library at Gosforth.  The first meeting was held 25th January 2006.

Members will be invited to meet regularly and the content of future meetings will include updates on progress of the centre, working with us to develop residents' newsletters and many other publicity and communication initiatives and making suggestions on the type of services people would like to see operating from the centre. 

Outer West CSC Community Focus Group

Whilst developing the Outer West CSC, consultation with the community began in July 2002, prior to the new building opening in November 2003. A group of up to 25 local people volunteered to take part in the Focus Group, meeting every 6 to 8 weeks.

Initially, issues discussed included services to be provided from the CSC, the look and feel of the public areas inside the CSC, colour schemes and finishes, signage and marketing and publicity of the Centre.  Feedback about other items of local interest was also requested.

The Outer West CSC was Newcastle City Council's first purpose-built local CSC and is seen as a flagship for the authority both regionally and nationally.  Now that the Centre is open, the Group continues its involvement in terms of evaluating the success of the Centre and now meets every 6 months to review progress and suggest improvements.

East End CSC Community Focus Group

Around 13 people expressed an interest in being part of the Community Focus Group set up whilst developing the East End CSC.  From the outset, it was clear that this CSC would be an interim solution, as in the long term there was a need for a permanent facility for the East End of Newcastle. 

Even so, the Community Focus Group addressed the issues for discussion with purpose, speaking for many sectors of the local community and tackling challenging local problems such as parking facilities, effects on other council outlets and lack of space in the interim East End CSC.

The Group made a valuable contribution during the development phase and after opening, the Group continued to offer their support through the evaluation of the success of the new Centre.

Kenton Community Focus Group

Set up in January 2005, this Focus Group has been building up interest locally since February 2004 when our first information event took place. A substantial number of people have joined the Group already, but we welcome new members at any time.

This Centre differs from previous CSCs as it has been built under a partnership called LIFT - Local Improvement Finance Trust.  Included in the new building is a Customer Service Centre, Library, Your Homes Newcastle Community Housing Office, Social Services Offices, Health Centre and GP's Practice.

A number of 'roadshow events' have taken place to raise awareness about the Kenton Centre with local people, which offered people the chance to get involved with the Community Focus Group.  Members of the group took part in a marketing campaign to promote the centre.

Want to find out more?

If you are interested in finding out about any of the above Community Focus Groups or if you want to request copies of minutes of the meetings, please contact Alison Dyson.
Phone: 0191 277 7590
E-mail: alison.dyson@newcastle.gov.uk