We receive an average of 63,500 calls per quarter (based on 2018/19 volumes). The graphs below show the latest demand breakdown
Customer services call demand per quarter
Average number of calls per quarter, per service area for 2018/19
To ensure that you get the best customer telephone experience we have released quarterly call wait time data to help you decide when would be the ideal time to call.
Our longest wait times/highest call volumes usually occur on Mondays and Fridays and throughout the week following the 6th of each month. Typically our least busy periods are mornings between 8:30 - 11:00am and afternoons between 4:30 - 5:30pm.
We aim to answer 75% of incoming calls within a two minute wait time.
Average Call wait times for calls regarding Street Scene Services, Rubbish and Recycling Collections, Environmental Health, Planning and Housing Services
Average Call wait times for calls regarding Council Tax, Rent Accounting and Benefits
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.
To help you plan your visit we have released data on how long you can expect to wait before being seen by one of our friendly Front of House service advisors.
Average waiting time per service 2018/19
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
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.
We aim to achieve high levels of customer satisfaction across all our service areas. Our Customer Services currently averages a 90% satisfaction rate across 2016/17.