Temporary relocation of in person customer service at Brantford City Hall

BRANTFORD, ON: The City of Brantford is advising residents that construction associated with the City Hall Customer Service Front Counter Expansion Project is scheduled to begin on February 10, 2026. As a result, for the duration of the project, all in‑person customer service interactions will be temporarily relocated to the Customer Service desk on the second floor of City Hall.

Members of the public seeking in‑person services are asked to continue using the public entrance on the main floor of City Hall and to check in with Security Services upon arrival, who will provide access to the second floor Customer Service counter for those who require in‑person assistance. All other Customer Service channels, including phone, email, and online services, will continue to operate as usual throughout the construction period. 

The expansion of the Customer Service front counter is being undertaken to improve service delivery, accessibility, and overall customer experience. Since the counter was originally constructed the City has experienced increased demand for in‑person services and has identified the need for additional space, including an extended dedicated area to better serve residents with accessibility and mobility needs. The expanded layout will help reduce congestion during peak service times and create a more inclusive and efficient service environment for both customers and staff.

This project is funded through approved capital funding and surplus funds and will result in no financial impact to taxpayers and is anticipated to be completed by the end of March 2026. 

While the City recognizes that the temporary relocation of in‑person services may cause some inconvenience, it is a necessary short‑term measure to support long‑term improvements to customer service delivery at City Hall. The City of Brantford sincerely appreciates the public’s patience and cooperation as work proceeds to enhance accessibility, efficiency, and service quality for the community.