Charity’s ‘deep disappointment’ as in-person access point set to close

FAIR Frome has expressed ‘deep disappointment’ at Somerset Council’s decision to replace their face-to-face support service with a digital-only service from the end of next month.   

Residents are currently able to get help and advice from a Somerset Council representative five days a week at the access point in Frome library. From there, residents could be referred to other services that could help their situation, such as the food bank run by the charity Fair Frome.  

However, the face-to-face Somerset Council service is due to close at the end of June and be replaced by a digital service, which Fair Frome says could discourage people accessing the help they need. 

Senior co-ordinator at Fair Frome, Lenka Grimes said, “We are told that the council’s referral service is to continue, but with a human now being replaced by a digital screen at the end of next month. This is disastrous. Anyone wanting access to a food bank is, in our experience, already low on self-esteem and the situation is made even worse by having to speak in a public space, giving full details about your personal circumstances. The sad fact is that many potential clients who are in desperate need of help will simply take one look at a digital screen, then walk away.  

“Everyone understands the
financial constraints that Somerset Council are working under, however, everyone should also understand that it is the most vulnerable who need help the most who will suffer from this move. The many people using the services of Fair Frome will now have to rely on the remaining referral agencies who are already under strain. Our concern is that increasingly, local charities are now expected to replace what was once proudly described as public service. This is a development that regretfully is not sustainable.”  

The charity had already suffered a blow when the local job centre was told to stop making referrals. Lenka said, “The staff at Frome Job Centre have over the years been brilliant. However, in February, together with every other Job Centre in the country, staff were instructed by central government to cease making referrals to local food banks with immediate effect. This made the referral service provided by Somerset County Council even more essential.” 

A spokesperson for Somerset Council said, “We are reviewing our customer service provision across the county and this includes changing the Customer Service Point in Frome to a Customer Access Point, where customers are supported to access our services digitally.   

“While this change is agreed we are continuing to make food bank referrals and we are in talks with both Fair Frome and Frome Town Council to find a long-term solution.”