We Want Your Views – Torpoint Office Changes
Following our recent change to opening hours at the Torpoint Customer Service Office, we would like to let customers know that we are now proposing further reductions to opening hours in the future.
This proposal is being considered because we currently see very low in-person usage, with an average of around 10 customers per day visiting the office. At the same time, the vast majority of customer needs can now be quickly and easily supported online, by email or over the phone.
Moving to a mainly remote customer service model for Torpoint would allow us to be more cost effective and use our resources more efficiently, which in turn would have a direct positive impact for all users of Tamar Crossings by helping us manage costs and focus investment on maintaining and improving our services. Our phone lines remain open from 9am-5pm.
Why we think this could work well
Most of the reasons customers currently visit the Torpoint office can already be handled without needing to come in person, for example:
- Tag account top-ups – can be done online or over the phone
- Mobility pass applications and documentation – can be completed online, emailed or posted to us
- Physical tag faults or replacements – can be arranged via email or phone, with replacement tags sent out by post
This means customers can often get support more quickly and conveniently from home, without needing to travel or queue.
We want your feedback before any decision is made
Whilst we believe that there is an overall benefit for users and the service, no final decision has been taken. We are inviting customers to share their views on the proposed reduction of office opening hours before we move forward. We would like to hear:
- How this change would impact you
- Whether you support or oppose the changes
- If there are any specific concerns you would like us to consider
You can share your feedback by:
- Post: 2 Ferry Street, Torpoint, Cornwall, PL11 2AX
The deadline for providing feedback is Friday 27 February. All feedback will be reviewed and considered before a final decision is made.
In-person support remains available
If you would prefer to speak to someone face-to-face, you can still visit our Tamar Bridge Customer Service Office, located approximately 6 miles away from the Torpoint Ferry office. Opening hours at this location have not been affected, and the team will continue to be available to help in person. We may also be able to facilitate regular drop-in sessions at a central Torpoint venue.
Our aim is to continue providing a high-quality, accessible and responsive customer service, while making sure we are operating in a way that is sustainable and fair for all users in the long term. We appreciate your time, understanding and input as part of this process.