Changes to First Stop Shop Services

1:56pm - 24 April 2025

From Monday 2 June 2025, we are making changes to the operation of our First Stop Shops.

This is in response to a sharp decline in customer demand and changing preferences from residents towards digital and telephone contact methods.

Over recent years, the demand for First Stop Shop services has decreased by over 86%. This prompted a detailed and comprehensive review and stakeholder consultation to redesign the service to meet changing customer needs and provide best value.

Our Policy & Strategy Committee approved the new operating model that will integrate the First Stop Shop services into existing housing offices and adopt a cashless transaction approach across all remaining offices. This decision followed the successful implementation of a trial cashless model at the Cumbernauld First Stop Shop.

Stephen Llewellyn, Chief Officer (Housing), explained: "Our focus is to ensure we continue providing high-quality, accessible services that meet the evolving needs of our residents. By integrating First Stop Shops into our housing localities and adopting a cashless approach, we are better aligning with customer preferences while ensuring a sustainable future for the service."

Key changes include:

The closure of four First Stop Shops (Kilsyth, Moodiesburn, Viewpark and Bellshill) with alternative local surgeries to maintain access to services.
Six First Stop Shops (Airdrie, Coatbridge, Motherwell, Wishaw, Cumbernauld, Shotts) will integrate with local housing offices.
All remaining First Stop Shops (local housing offices) will move to a cashless financial transaction approach.

Changes to First Stop Shop Services – From June 2025

Shotts

From: 2 June 2025

Housing Surgery Hours: Mon–Thu: 08:45–13:00 & 14:00–16:30; Fri: until 16:00