Customer Resolution Centre
Service Standards for the Customer Resolution Centre
| Type of Service | Expected Wait Time |
|---|
| Customer Resolution Centre telephone | We'll advise where you are in the queue for the chosen service line, and answer as quickly as possible |
| Customer Resolution Centre contact form | Up to 10 working days |
| Customer Resolution Centre letter | Up to 10 working days |
| Council Tax and Benefits Service | We aim to start 80% of Scheduled Appointments within 15mins of the due time |
Quality Measures
- Satisfaction - We aim to achieve an 80% or more satisfaction rating.
- First Contact Resolution - We aim to resolve 85% or more of your initial queries at first contact so you don't need to contact us again about that exact same matter.
