Supporting customers to get online

Residents who need extra support to use online services can now receive help from one of East Suffolk Council’s dedicated Digital Champions.   

The majority of East Suffolk residents now use the Council’s online services, available at www.eastsuffolk.gov.uk, to report issues, make payments and find out information, and people are encouraged to continue to use these online services wherever possible.  

However, for those customers who have difficulty using online or telephone services, our Customer Services team are available to help in person at the Marina Centre in Lowestoft and at desks within local libraries, by appointment. 

Some of the Council’s Customer Services Advisors are also available as fully-trained ‘Digital Champions’ and are available to provide support for customers to help get them online and learn how to manage online services themselves.  

Cllr Stephen Burroughes, cabinet member for Customer Services, ICT and Commercial Partnerships said: “We want our customers to be able to access our services in the way which suits them best. For many, online services are fast and convenient however we know some customers find using the internet a challenge and need additional help. Our Digital Champions are available for anyone who needs support to get online, not only to learn how to use our online services but to also feel more comfortable with online shopping, banking, using email and connecting with people.  

“One of our Digital Champions was recently helping a customer with an application for Council Tax reduction due to a change in circumstances. The customer was unsure how to complete the online application form themselves however with support from a Digital Champion, the customer was able to use a public access terminal in the Marina Centre and complete the application. Not only did this resolve the customer’s query, but he also now knows how to access Council Tax information and deal with any issues in future.” 

Appointments are available at the Marina Centre on Tuesdays and Thursdays (10am – 4pm) and at desks within libraries as follows: 

• Halesworth Library – Tuesdays (10am – 4pm) 
• Aldeburgh and Woodbridge Libraries on Wednesdays (10am – 4pm) 
• Felixstowe Library on Fridays (10am – 4pm) 

To make an appointment at any of these locations, please call 03330 162000. 

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. 

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 at eastsuffolk.gov.uk, by emailing customerservices@eastsuffolk.gov.uk or by calling 0333 016 2000.