Monday, Tuesday and Friday: 8.30am -5.30pm
Wednesday: 9.30am - 5.30pm
Thursday: 8.30am - 7pm
Please note we are closed on all statutory bank holidays.
Our busiest days are Mondays or the day after a bank holiday. The lunch period, between 12 noon and 2.00pm may also be busy.
• Free phone access to any council service
• Self service area with access to services on-line
• Appointments can be booked in advance to discuss your enquiry in a private room
• Call back cards are available if you are in a hurry
• Baby changing facilities are available on request
We have been commended by ‘Southampton Action for Access’ for our approach towards accessibility for customers with disabilities.
The Gateway office at One Guildhall Square is located on the ground floor.
If you require a British Sign Language (BSL) interpreter please tell us in advance so we can arrange this, our contact details are shown below.
We have hearing loops in all of our meeting rooms and at several of our service positions. If you would prefer to be seen at a position with a hearing loop, please indicate this to the welcome officer when you arrive.
If you have difficulty standing in a queue please tell the welcome officer on arrival
An accessible toilet is available. You can access this by use of a Radar key. Please speak to a member of staff if you do not have a Radar key.
Arrangements for interpretation/translation
Please note that Gateway does not deal with telephone enquiries. If you wish to book an appointment, please telephone 023 8083 2166. We offer 30 minutes appointments on most days except Mondays between 9.30am and 4.30pm.
Planning officers are available: Monday, Tuesday and Thursday 9.30am – 4.30pm, Wednesday (sorry no duty officer) Friday 9am – 12.30pm
If you have an appointment with a planning officer, please let our welcome officers know. We will contact the officer concerned and ask you to wait. As our planning officers are not located in the Gateway office, there is sometimes a small wait for the officer to arrive.
If you want to view an historic planning file please check the Public Access files first. If unavailable here, then requests for Planning files can either be made by phoning 023 8083 2603 or through Gateway by e-mail: gateway@southampton.gov.uk. File requests will be taken up until 6pm on weekdays. The file will be available in Gateway three days later, from 8:30 am in the morning. For example if you make your request on Monday the file will be available from 8:30 am on Thursday morning. You will need to provide us with photographic identification like a passport or driving licence before the files can be released and this will be retained until you return the file.
Current applications which have not yet been decided on can be viewed straight away on-line at the following web page Public Access
If you have detailed enquiries you will need to see the duty planning officer. Please ask a staff member to help you. If you know in advance you want an appointment with the duty planning officer please ring 023 8083 2603.
We have a highly trained team of customer service professionals and all enquiries are dealt with in the strictest confidence. We cannot guarantee that you will see the same person each time but you will always know the name of the person you are dealing with. We will issue you with a receipt, giving the reason for your visit and the advice you were given.
Our Corporate Customer Charter and Customer Service Charter explain what you can expect when you use Gateway.
We aim to continuously improve our service to you and welcome any comments, compliments or complaints you may have. Please let us know by completing a Your Views Count form.
Southampton City Council
