A change to our service


03 December 2021

We always aim to deliver the fastest call answering time possible. However our current target is unrealistic given the current level of customer contact and the resources available.

So, from 6 December we’re changing our call answering target from 75% of calls answered within 30 seconds, to 80% of calls answered within 150 seconds.

There’ll be no actual change to the service we’re offering and we’re still here to help when you call. But we don’t want our advisors to feel pressure to rush through calls because showing care is important to us. Reducing the target will give our advisors more time to talk on the phone to you. This will improve call quality and give our advisors the time they need to deal with your query.

We’ve given residents the opportunity to give feedback on this proposal at customer focus groups and they’re supportive of this change. We’ll be reviewing this target at regular intervals, with the aim of moving back towards our current target.
Thank you for your understanding and patience, we’ll answer your call as quickly as we can, we’re here to help.


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