- Nearly 5,000 people using the service since opening in January 2025
- 97% of residents satisfied with the service
- Reception has become a vital hub, helping people with housing, benefits, council tax, tenancy support and more
Tamworth Borough Council is celebrating the success of its Marmion House customer reception service, over six months after it opened its doors to the public in January 2025.
Following resident feedback requesting more accessible face-to-face council services, Tamworth Borough Council opened an additional front desk at Marmion House earlier this year.
Since opening, there has been lots of monitoring of the usage and gathering feedback to measure the performance of the front desk.
The service has quickly become a vital point of contact for residents, with 4,767 people visiting the reception in the first half of the year. Demand has been strong across key areas including benefits, housing, council tax, and tenancy support, reflecting the community’s need for face-to-face services, along with online and telephone access.
To help residents get the most out of their visit, the council encourages people to bring relevant documents such as council tax bills or tenancy agreements, check opening hours before attending, and consider calling ahead if they have a complex query. For routine matters, residents are also reminded that online services remain available 24/7, providing another convenient way to access help and information. Residents can also access services by phone when convenient to them. Phone lines are open Monday to Thursday 8.45am - 5.10pm and Friday 8.45am - 5.05pm.
Resident feedback has been overwhelmingly positive. A July 2025 survey found that 97% of users were satisfied with their experience, with most residents being seen within five minutes. Visitors praised staff for their friendliness, efficiency, and ability to provide reassurance and practical help.
The reception has also supported wider community needs, by working with partners such as Staffordshire Police and the Staffordshire Household Support Fund, the service is helping residents access the right support in one place.
Councillor Lewis Smith, portfolio holder for people services, engagement, leisure and heritage for Tamworth Borough Council, said: “When we opened Marmion House reception earlier this year, we wanted to make sure residents had somewhere local, welcoming, and accessible to turn to when they needed us most.
“Six months on, the results speak for themselves. Thousands of residents have been supported, satisfaction levels are exceptionally high, and we are seeing the real difference that a friendly face and timely advice can make.
“This is about more than customer service. It’s about building trust, confidence, and stronger connections with our community.”
Tamworth Borough Council will continue to monitor usage and feedback to make sure the service remains responsive, inclusive, and financially sustainable. Plans are already in place to improve privacy for sensitive conversations and to explore further opportunities for working with community partners.
Marmion House current opening hours:
- Monday, Tuesday, Wednesday, Friday: 10:00am – 2:00pm
- Thursday: 2:00pm – 6:00pm
The new service from Marmion House is clearly successful, customers also continue to access services via phone and online, with Tamworth Borough Council’s customer service team supporting over 35,000 customer calls and handling 3000 online forms since the face-to-face service opened at Marmion House
Residents can also contact the council by phoning 01827 709709 or go online to access a range of different services. See the council website: https://www.tamworth.gov.uk/council/contact-us for further details of how to contact Tamworth Borough Council.