Flintshire Connects centres shake-up sparks councillor challenge
A decision to change the way Flintshire Connects operates has been called in by councillors, meaning it will now be reviewed by a scrutiny committee.
Cabinet voted on 16 September to back a new outreach model for the service, which currently provides face-to-face help from centres in Buckley, Connah’s Quay, Flint, Holywell and Mold.
The approach, described officially as a “peripatetic model”, would mean staff are no longer based full-time in one place but instead run part-time sessions at the existing centres alongside community “pop-up” surgeries in other towns and villages.
Usage of the service has fallen sharply since the pandemic.
In 2018–19, Flint centre saw more than 27,000 visitors, compared with under 13,500 in 2024–25.
Holywell fell from more than 26,000 to under 16,000, and Mold from 23,600 to around 13,400.
Buckley dropped by a quarter, while Connah’s Quay was the only centre to see an increase, up by 5.5%.
A public consultation attracted more than 1,200 responses.
Almost half of respondents said they had never heard of Flintshire Connects, and more than a quarter said they now carry out everything online.
Of those who did use the service, most visited infrequently, with just 2% attending daily.
The most common reasons for visiting were collecting recycling receptacles, applying for Blue Badges, and seeking help with benefits and housing.
Council officers said a budget cut of £77,000 for 2025–26 has already reduced staffing levels, meaning the service cannot continue to operate as it is.
Cllr Linda Thomas, Cabinet Member for Customer and Corporate Services, said: “Customer behaviour is changing. Since Covid footfall has not really increased at all. Customer demand is reducing while digital services and telephone remain popular ways to access council services.”
Chief Officer (Governance) Gareth Owens told councillors: “If we were to adopt a peripatetic model that would give us an opportunity to get out of the five towns and into the 20-odd other wards within the council that don’t have a Connects Centre directly within them. At a time of shrinking public transport we think that is an important improvement in the level of service and access.”
However, five councillors – Mike Peers, Carol Ellis, Linda Thew, Marion Bateman and Dave Mackie – have signed a formal notice to call in the decision.
The notice argues that the outreach model does not fully reflect the outcomes of a members’ workshop held in June, which supported retaining some presence in existing centres as well as expanding into communities.
It also says that temporary closures and reduced staffing have contributed to falling footfall, and that more detail is needed on costs, staffing and potential outreach locations before the plan is implemented.
The councillors said all elected members should be able to contribute to shaping the new operating model, which should include existing Connects centres.
The call-in will be heard at the Corporate Resources Overview and Scrutiny Committee on Thursday 9 October.
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