The sudden two-month closure of Kawerau Work and Income NZ service centre has left some clients feeling abandoned.

Work and Income clients were contacted on Monday to be informed that the Kawerau Service Centre was closing for two months.

'Following recent seismic activity in Kawerau, we have received a report showing the building needs some urgent maintenance work,” the message said.

The work is expected to take about eight weeks and an estimated reopening date of May 16 was given.

Online and phone services are offered instead, with clients assured that Kawerau staff are still working. However, clients have reported waits of over an hour when using the phoneline in the past and feel a face-to-face service was a necessity.

Self-employed Kawerau mother of three Sally Synomon says the closure has left people 'worried and stressed”.

'Kawerau is a high needs community with people who deserve to be triaged with dignity and respect. Not everyone has the time or ability to wait on hold, travel to Whakatāne or use online options. Face-to-face interaction in town is an absolute necessity.

'We feel abandoned at a time where we need the biggest support. Is it too much to ask to find another way?"

The service centre is located in the Tarawera Mall and questions were asked on social media about why other businesses in the mall were not affected by the closure.

Sally says people have suggested Work and Income rent another building in town.

'Konnect or KEA buildings always have rooms vacant.

'[It would] ensure the community has access to the timely and much needed help as the community navigates the paths ahead, while still sweeping up the broken nick nacks and pantry items.”

House of Hope Food Bank Pastor Sharon Heke says Kawerau people are being penalised by the closure.

'One would think that a government department would organise temporary premises as people without transport cannot leave Kawerau and those without access to internet cannot utilise websites. There are shocked and upset people in the community by the sudden closure."

Budget Advisory Service financial mentor Lyn Hughes says the closure of the MSD building has "left people dangling". 

"They don't know how to get in touch, what forms they need to fill out, and can't access help from MSD.

'It's just thoughtlessness when it comes to matters of survival. It's been two to three weeks since they closed, and our organisation was only contacted by a manager at MSD on Wednesday.

"The manager at MSD told us that any scripts and forms can be dropped off at East Bay REAP in Kawerau in the interim. We at Budget Advisory Service Rangitaiki can access any printouts they need."

Work and Income NZ Bay of Plenty regional commissioner Mike Bryant says the department is working as quickly it can to provide an alternative service in the Kawerau community via its community partners.

"We appreciate that some people in Kawerau are unable to access our services online or by phone, or need to see us face to face."

He says that during the earthquake, the service centre sustained some damage to internal fittings and fixtures.

"We have received an engineer's report showing our service centre needs some urgent maintenance work. As the safety of our clients, their whānau and our staff are a top priority for us, we've needed to close temporarily.

"We are also working with some urgency to better understand the length of time needed to undertake the required maintenance. We will be providing further updates in coming days."

He says while some people are having trouble getting through to the 0800 numbers, the department is also helping a large number of people each day.

"Last week we answered 77,600 calls across our main 0800 lines. We are conscious that sometimes our callers have to wait longer than we would like at times, and we are sorry if we haven't always been able to get to everyone who needs our help.

"Our average time to answer calls to our call centre last week was 12 minutes and 10 seconds. We also offer a call-back option that holds their place in the call queue without needing to remain on the phone."

-Public Interest Journalism funded through NZ On Air.