To help you avoid long wait times and improve your experience dealing with us we offer you all the information you need to make the most of our services right here.


Customer Services demand profile

We receive an average of 63,500 calls per quarter (based on 2018/19 volumes). The graphs below show the latest demand breakdown

Average monthly demand per service area (rolling 12 months)


Expected call wait time

If you are unable to find the help you need on our website, or prefer to contact us by phone, we always do our best to answer calls as quickly as possible.  Our service standards are published online: Customer Services - Service Standards.

To help you decide when might be the best time to call, or the average waiting time (subject to change), we publish up-to-date information on our performance below.

Average call volumes and wait times for calls regarding Street Scene Services, Rubbish and Recycling Collections, Environmental Health, Planning and Housing Services

Average call volumes and wait times for calls regarding Council Tax, Benefit and Rents.

Save Time, Do it Online.

To avoid long wait times and receive a quicker turnaround, you can request services and find a host of information online.

Have a look through our Apply and Report web page for the full range of services available on our site.


 

Expected email response time

We aim to respond to emails within 10 working days. A number of factors can affect the time taken to respond.

Oldest outstanding email per day


Requested a Basildon Council service recently?

Have a look through our service standards to find out how long you can expect to wait for us to process and/or respond to your request.

Access our Service Standards here


You Said, We Did

We aim to learn from your comments, feedback, suggestions and complaints. Find out what changes we have introduced to improve aspects of our service at Make It Better : You Said We Did.


Customer satisfaction

We aim to achieve high levels of customer satisfaction across all of our service areas. Based on 7150 surveys completed by our customers in Q2 2019/20 (July 2019 - September 2019), overall, 95.1% stated they were satisfied with the service they received from the Basildon Council's Customer Service Centre.

  • 4962 face to face customers returned satisfaction tokens to us, of which 99.9% said they were happy with the service they received.
  • 2188 customers completed our telephone survey, of which 84.2 % stated they were satisfied overall with the service they received.

Outcomes for Q3 2019/20 will be published as they become available.


Quality monitoring

Each month, quality monitoring is undertaken on a random sample of customer calls and face to face visits in line with our Quality Standards framework which exists to ensure we are consistently focusing on putting the customer first regardless of how we are contacted and helping to deliver on our 80% customer satisfaction target.

Telephony quality outcomes:

Face to face quality outcomes: