In total over 77,810 calls were answered between April 2006 and March 2007. Calls have increased to 89,370 between April 2007 and March 2008 all answered by the Customer Contact Centre team.

Plus over 7171 customers have been seen by a Customer Service Advisor, in the ‘One Stop Shop’ area during 2006/2007. This has also increased between April 2007 and March 2008 to a staggering 10,050 customers.

In addition customers have been assisted via our Meet & Greet reception area, used the Cash Desk and emailed enquiries.

We aim to meet the Customer Charter as stated (Please view the attachments in the download area to see how we performed) and ensure we monitor and continually improve our Service for all customers where ever possible; that is why your feedback is so important to us.

Since April 2007 the most frequent type of enquiries relate to Council Tax, Recovery and Non Domestic Relief. 

Our busy times or peak flows often result when another departments send out correspondence or when a particular promotion has been taking place. This is why it is essential to record exactly how many calls/customers are dealt with on a daily basis to help manage the demand on the service.

From the evidence gathered over the last year it is possible to see that Monday’s and Fridays are by the far the busiest days of the week.