23 April 2024

Customer services changes

Customers needing help and support from Aberdeenshire Council services are being encouraged to make the move online and over the phone.

Demand for services is changing radically and since the Covid pandemic, when office closures meant face-to-face appointments could not be safely facilitated, many customers have found alternative ways to interact with our services. 


With services and budgets stretched, the Council will focus on improving call wait times by closing the smallest of its Service Points and moving staff onto the phones.


Residents can make payments, access benefits and grants support and find helpful information on the services that matter most to them online and over the phones. And, if an issue cannot be resolved over the phone, an appointment will be arranged at a local office to provide the necessary help and support. Payments can also be made in all Post Offices and at PayPoints.


Following a careful analysis of the usage of Service Points, councillors agreed to close the smallest Service Points at their budget meeting on February 22nd. 


While the council’s main focus remains on ensuring the delivery of core and statutory services, the Service Points in Banff, Ellon, Huntly, Stonehaven and Turriff will be closing on April 26th. 


The Service Points at Fraserburgh, Inverurie and Peterhead will remain open.


Customers will be supported to access services via online and telephone, with signposting available at any council building including Live Life Aberdeenshire facilities.


Wherever possible, however, customers are now being encouraged to self-serve using a variety of online options available via the website and mobile app.   


Digital access enables customers to access assistance, information and solutions in a way – and at a time – that suits them.   


Rob Simpson, Director of Business Services, explains: “We remain committed to delivering top quality customer service, across all services, to all residents and businesses ensuring customers can contact us in a way, and at a time, convenient to them. We do appreciate that the withdrawal of these five service points across Aberdeenshire will impact some of our customers, but rest assured we will continue to support them as they begin to access services via online and telephone means.”


For more information and links to online services visit:


Should you wish to contact us by phone, our General Enquiries number is 03456 081208.


All direct service numbers can be found at


Details of the myaberdeenshire app are available at