Toggle menu

Future operating model confirmed for Council's Customer Services team


Today South Ayrshire Councillors agreed the future operating model of the council's Customer Services team.

Councillors considered a number of options for the delivery of the service and agreed that it should be accessible to customers by phone, digitally and face-to-face by appointment.

The service will therefore be available to customers in the following ways:

By phone - customers can call us on 0300 123 0900 

Monday - Thursday 09.00 - 16.45

Friday - 09.00 - 16.00

Digitally -

By email -

Face-to-face by appointment as follows:                                                    

·       The Wallace Tower, Ayr - Tuesdays -Thursdays 09.00 - 16.45 and Fridays - 09.00 - 16.00

·       Troon Municipal Buildings - Tuesdays 09.00 - 16.45

·       2-6 The Cross, Prestwick  - Wednesdays 09.00 - 16.45

·       Carrick Opportunities Centre, Girvan -Thursdays  09.00 - 16.45

·       70c High Street, Maybole - Fridays-  09.00 - 16.00

South Ayrshire Council's Portfolio Holder for Buildings, Housing and Environment, Councillor Martin Kilbride, said: "The Customer Services team handle around 200,000 customer enquiries a year and we always put customers at the heart of the way we deliver the service.

"Our model of delivery for customer services has changed and evolved over the years in line with customer trends. In recent years these trends had been shifting towards contacting us by phone and this was accelerated by the Covid pandemic.

"While 90% of customers now choose to contact us by phone, we want to make sure that face-to-face services are available for those who need them. We have trialled our face-to-face appointment service over the last 12 months and it has worked well. We will continue to monitor customer trends and satisfaction with the service."