SEnine
NEWS
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Eltham Centre Update
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Being a good way through its fi rst year of
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operation, we wondered if all was going to plan.
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Greenwich Council gives John Webb an update.
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Is there an improvement in homemade cakes, new lasa-
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customer service? gnes and pasta bakes and a
Eltham Library opens seven wide range of healthy options
days a week, as opposed to fi ve, for children. The terrace is ide-
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with earlier opening times and al for summer days. The café is using the old facilities. Between
two late nights to 7pm. The inno- available for hire for children’s par- 500 and 600 people use the library
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vative self-service terminals allow ties and private events. weekly, and up to 25 new library
people to issue and return items What customer feedback has members sign up daily. Over 2,000
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themselves and are also available there been? people have received benefi ts ad-
during library closure together This has been very positive vice, 1,200 about their Council Tax 21
with a selection of stock displayed with people enjoying the light, and over 2,000 service requests
in the atrium. airy environment and new facili- have been placed.
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Prior to the Eltham Centre, the ties. A recent customer said: "Every Have the automated systems
nearest council offi ce was in Wool- borough should have a building in the library proved a
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wich. From 9am-5pm weekdays like this". The staff has been praised success?
(4:30pm Fridays), visitors can get for their excellent customer care. Most people have embraced
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detailed advice on benefi ts, Coun- There is always room for improve- the self service system giving staff
cil Tax, neighbourhood services, ment and we are constantly re- more time to assist customers with
place requests for services such as viewing our services in order to enquiries. Staff have supported
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waste, highways and blue badges improve them. We will carry out a those who needed it. However,
or pay bills such as Council Tax or survey soon to capture customer many people have been pleasant-
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Business Rent. Outside these hours views to use as a springboard to ly surprised at how straightforward
(8am-10pm weekdays, 9am-5pm develop the Centre further. and simple it is. 33
weekends) staff deal with serv- And staff feedback? What is the latest situation on
ice requests, general advice and Although getting used to new the trial opening of the library
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enquiries, internet payments and ways of working can be challeng- doors to the High Street?
take evidence. ing, overall feedback from staff has A report has been produced
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Wait times, displayed on sev- been positive. Positive partner- and will be submitted for consid-
eral large screens, allow use of the ships and working relationships eration at Planning Committee.
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library and café while waiting. Chil- have formed between the dif- (See story in this issue of SEnine)
dren’s books are available in the ferent teams helping to improve Are there any teething
library link, adjacent to the waiting customer service. Staff enjoy the problems still to be overcome?
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area. opportunity to participate in com- As with any new building there
GLL members can use the self munity events such as the recent have been some minor issues to
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service kiosks to avoid queues for Living Well day for over 50s. resolve. The source of the problem
the leisure facilities. Has there been an impact on with the taps in the leisure areas
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Age concern, the Works and user numbers? has been identifi ed so we can now
Pensions Service and Greenwich Customer numbers using GLL resolve the issue. Work, needed to 47
Local Labour and Business (GLLaB) facilities and Eltham Library have the library heating system to fulfi l
hold surgeries at the Centre and risen considerably. Currently 600- English Heritage requirements, will
we will be developing the Centre’s 800 people use the leisure facilities be carried out in September.
role as a community hub. weekly, approximately fi ve times Any outstanding issues
A new look OJs café serves or- the number of gym users and three will be resolved by the end of
ganic, fairly traded coff ee, more times the number of swimmers October.
Strong People Strong Families Strong Community
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