Customer Service Centre - Telephone

Telephone Numbers and Performance

You can contact the Customer Service Centre by telephoning the appropriate number on the relevant webpage. If you know the extension number of the person or department you want to speak to, you can enter it when prompted and be put straight through. Alternatively, you can choose from a small range of automated options including being put through to a member of staff from the Customer Service Centre. Lines are open between 8.45am and 5.15pm daily, Monday to Friday. At all other times, for emergencies only, an Out of Hours Service operates on 01702 215000.

Targets and Performance

Depending on the nature of the enquiry, we have set Response Targets for our staff to achieve. These focus on how quickly calls are answered and how many customers end their call before it is connected (abandoned calls). We have also set a target for the level of Customer Satisfaction we aim to achieve.

Details of our current performance in relation to these targets can be found in the table below:

Current Performance
Service Response time Year to Date
Housing Benefits and Council Tax Benefit Specialist Team 80% of calls will be answered within 3 minutes 45%
Adult Social Services Specialist Team

No more than 5% of calls will be abandoned

80% of calls will be answered within 20 seconds

3%                                                

 

86%

 

All Other Enquiries

No more than 10% of calls will be abandoned

80% of calls will be answered within 3 Minutes

24%                                             

 

54%

 

Switchboard Enquiries

No more than 5% of calls will be abandoned

80% of calls will be answered within 20 Seconds

4%                                               

 

84%

We review our standards annually, if you have comments about them that you would like us to take into account, please get in touch.

Page last updated: 19/06/2017