Our customer service performance

Between 16 August and 29 August 2021, we answered:

  • 21,072 calls across our services
  • 836 enquiries via webchat
  • 1,760 emails

70% of residents said they were satisfied after their call. Our target is 92%.

We resolved 66% of all enquiries straight away. Our target is 82%.

Satisfaction and resolution scores across services between 16 and 29 August 2021

 

% satisfaction score % enquiries we resolved straight away
Panning 75 100
Parking 69 61
Neighbourhoods 74 63
Revenues and benefits 84 59
Other services 65 46
Housing repairs 70 72
Waste and recycling 76 81
Housing advice 65 66

Our phone lines were busiest on Monday between 10am – 2pm. They were quietest on Wednesday and Friday between 8am – 10am.

Find out more on our performance dashboard. This dashboard uses Google Data Studio which is not fully accessible.

Page updated on: 1 September 2021