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Our customer centre

Access to Customer Services

For the safety of our staff, and our residents, we’ll be offering alternative access to Customer Services from Thursday 19 March.

Our Customer Services remain open for business, online and by telephone or email. A limited service is available to support vulnerable customers, in person.

Our purpose-built customer centre is located in West Offices, an 1841 grade 2 listed building and former railway station.

Find out about:

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West Offices opening times

We’re open Monday to Friday from 8.30am to 5.00pm, excluding UK bank holidays - you'll need to make an appointment to see us in person about some services. However, most of queries can be answered 24 hours a day, 7 days a week, via our website.

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How to find us


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West Offices is within easy walking distance from the city centre, York railway station and bus stops on Rougier Street and Station Road. See walkit.com for a walking map.

Car parking at West Offices is for blue badge holders only, with 6 accessible parking bays available. The nearest car parks are Esplanade, Nunnery Lane, Tanner Row (NCP) and Queen Street (NCP).

Bicycles can be parked and secured opposite West Offices entrance.

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Appointments at West Offices

You must make an appointment by telephone, in advance of your visit, to speak to us about your council tax, benefits, bus pass application or blue badge application.

You can make an appointment in person at West Offices, but we can't guarantee how long it will be between your initial visit and the next available appointment.

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Arriving at West Offices

Use our simple touch screen sign-in system to let us know you've arrived and which service you require:

  • you’ll get a numbered ticket
  • our large screens display your position in the queue
  • your number will appear on screen and be announced when it’s your turn to be seen

Our helpful staff will be available to assist you. You may be shown how to use one of our self-service computers or telephones to get the information you need, order a service or pay your bill. Private meeting rooms are also available, if needed.

See 'What to expect when you visit', a helpful guide about potential sensory issues in West Office, for people with autism. An 'easy read' version of 'What to expect when you visit' is also available.

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Facilities at West Offices

Our building has:

West Offices is also an award winning example of sustainable regeneration with a blend of old and new architecture. The sustainable design, construction and operation includes rainwater harvesting, solar panels, bio fuels for heating and natural lighting and ventilation.

Find out about public art in West Offices.

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Other organisations at West Offices

Other organisations provide services at West Offices including:

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Also see

York Customer Centre

West Offices, Station Rise, York, YO1 6GA

Telephone: 01904 551550