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

Customer services call demand per quarter

Image of the customer services demand profile 2018/19

Average number of calls per quarter, per service area for 2018/19

Image of the quarterly volume of calls per service area for 2018/19

Expected call wait time

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 80% 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

Image showing a chart of Customer Services call answer times for calls to Refuse, Street Scene, Planning and Housing services, for 2019

Average Call wait times for calls regarding Council Tax, Rent Accounting and Benefits

Image showing a chart of Customer Services call answer times for calls regarding Council Tax, Rent Accounting and Benefits for 2019

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 face to face service wait time

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

Front of House average waiting time per service


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


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: