ONCE upon a time you could phone Malvern Hills District Council and be put through to a real, responsible person who would assist you with whatever it was.

Not these days. Now the computer-equipped can try to hack in to the council website until they give up in frustration or, if they have time to spare, attempt to get through on the phone to the Hub, usually ending in unkept promises that someone will call back.

There again, get into town to visit the contact centre at Malvern Library, pay to use a council car park because you’ve no idea how long you’ll have to wait, and perhaps have the chance to discuss your business in front of the public at large.

The council’s head of community services is reported as saying the number of people calling in person or phoning the contact centres has dropped substantially as more people prefer to do business with the council online.

If you have the wherewithal and enjoy computer games this may be true, but it could also be evidence that people realise the obstacle course they face and only try to contact the council as a last resort.

So, any attempt to get in touch is now set to be referred to London-based Civica.

Why not relocate even more remotely to say, the Philippines, or even better, do away with the service altogether having achieved what the council clearly wanted all along – no contact with the public at all.

Anthony Skelsey,

Malvern