Gateway
Gateway is our walk-in One Stop Shop customer service centre. You will be dealt with by a team of professional customer service officers who will do their best to try to help you with your enquiries about:
Parking fines and permits
Housing Benefits and allocations
Council tax
Allotments
Highway permits
Concessionary bus passes and Smartcities cards
Homeless
Planning and Building Control
Electoral Registration
Trading Standards
If you have an enquiry about a council service that is not listed we will do our best to help you.
The offices are equipped with the latest technology letting us deal with your enquiry more efficiently. Our environment is open plan, and we do not have screens between our customers and officers. If you require a private room to discuss your enquiry we will try to accommodate this. It is advisable to book an appointment to request this, as we cannot guarantee the rooms will be free all the time.
You will always know the name of the person you are dealing and we will issue you with a receipt giving the reason for your visit and the advice you were given .
We also provide our customers with free phone access to any council service.
Our staff
We have a highly trained team of customer service professionals, who are trained in a variety of services. We cannot guarantee that you will see the same person each time, but every officer will be able to help you.
All enquiries are dealt with in the strictest confidence.
Sometimes our Customer Service Officers may not be able to give you what you want because of legislation of policy, set either by Central Government or the Council. We understand that this could be frustrating for our customers and will try to offer options or alternatives where possible. For the safety of all our customers and staff we will not accept any form of abuse against our staff or customers.
Access to Gateway
We are pleased that we have been commended by Southampton Action for Access for our approach towards accessibility for customers with disabilities.
You can access Gateway in 3 ways, via the main steps of the Civic Centre, then take your first turning on the right after the main reception desk. If in doubt, please ask at the reception desk for directions.
If you have a young children, are an older person, or have mobility problems you may find it easier to use the ramped access to the right of the main entrance of the civic centre. Access is next to the Civic Centre Road bus stops, and next to the disabled parking bays in the Civic Centre Car Park.
The final way to get to Gateway is from the Art Gallery/Library entrance of the civic centre. You will see signage directing you to Gateway or ask a member of staff for directions. This entrance is not suitable for customers who cannot walk long distances.
Arriving at Gateway and being seen
On arrival you will be met by one of our Welcome Officers who will initially help you, advising whether you need to wait to see a Customer Service Officer (we’ll advise you of an approximate waiting time, if it is longer than 20 minutes).
If you are asked to take a seat in the waiting area, you will be given a ticket. Customers are advised of the number called and desk to go to through TV screens and verbal announcements. Ticket numbers may not be called in order due to the type of enquiry
Some enquiries are directed to our Fast Track desk and our aim is to deal with customers here within 10 minutes
Busy times
Gateway’s busiest days are a Monday and we are always busy the day after bank holidays. Our other busy times are over the lunch period, between 1200 and 1400.
Our fast track desk is often busy around the end of the month when parking permits are issued.
Call back cards
If you are in a rush and have a basic enquiry, you can complete a call back card and leave it in our drop box. If your enquiry is complex we may contact you for more information or ask you to come in and see us.
Development Control (Planning) enquiries
If you have an appointment with a Planning Officer, please let our Welcome Officers know. We will contact the officer concerned and ask you to wait. Planning Officers are not located in the Gateway office so there is sometimes a small wait for the officer to arrive.
Planning file requests
If you wanting to view a planning file you need to call 023 8083 2166 or e-mail gateway@southampton.gov.uk. The files are available for viewing in 2 working days if booked before 2pm and 3 working days if booked after 2pm. Current application which have not yet been decided on can be viewed straight away on-line http//publicaccess.southampton.gov.uk/publicaccess
If you have detailed enquiries you will need to see the Duty Planning Officer. Please ask a staff member to help you. If you know in advance you want an appointment with the Duty Planning Officer you should phone 023 8083 2603
Customers with specific needs/requirements
Wherever possible we will try to identify if you need assistance or help, of course please do ask us to help you.
If you have a specific requirement or are disabled we would like to help you as much as possible. Please let us know when you are issued with your ticket by the Welcome Officer, who will try to make the appropriate arrangements.
If you are in the fast track queue and have difficulty standing, please let the Welcome Officer know.
Interpretation
If translation and interpretation services are required we will need to book an appointment with a translator or interpreter. We will need advance notice to arrange this. You can either let one of our Customer Service Officers know or by contacting us on the details below
Hearing Impaired
If you require a BSL interpreter please let us have advance notice so that we can arrange this.
We have hearing loops in all of our meeting rooms and at several of our positions. If you would prefer to be seen at a position with a hearing loop, please indicate this to the Welcome Officer when you arrive.
Baby Changing
We are pleased to provide a facility for parents to change their babies. Please speak to a member of staff
Accessible Toilet
An accessible toilet is available. You can access this by use of a Radar key. Please speak to a member of staff if you do not have a Radar key.
Telephone Enquiries & Appointments
Gateway Southampton does not deal with telephone enquiries. If you wish to book an appointment, please telephone 023 8083 2166. We offer 30 minutes appointments on most days except Mondays between 0930 and 1630.
Service Area Telephone Numbers
HB 023 8083 2031
CT 023 8083 2349
Development Control (Planning) 023 8083 2603
Building Control 023 8083 2558
Allocations 023 8083 2777
Homelessness 023 8083 2327
Highways 0800 5 19 19 19
Parking 023 8083 4600
Allotments 023 8083 2204
Opening Hours
Our opening times are as follows
Monday, Tuesday, Friday 0830-1730
Wednesday 0930-1730
Thursday 0830-1900
We are closed on the following Bank Holidays in 2007:
Christmas
New Year
Then dates of bank holidays.
Gateway Contact Details
Appointments,Interpreter and planning file requests
Tel: 023 8083 2166
E-mail: gateway@southampton.gov.uk
Fax: 023 8083 4349
Letter: Gateway Southampton, Civic Centre, Southampton, Hampshire
SO14 7LY
Gateway Manager
Mandy Worner, Customer Services Manager
Telephone: 023 8083 4012
E-mail: mandy.worner@southampton.gov.uk
Last updated: 23 January 2008
