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Make It Easy - Customer Services

We place customers at the heart of everything we do. Our vision is to improve lives and create opportunity and putting the customer first is how we are making this happen. As part of this, we are being open about the demand we experience in customer services. Now, our customers can see our peak periods and make the most of our services.

Customer Services demand profile

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. We receive thousands of calls each month, reported in 3 month periods called Quarters which start from April each year. From March 2020 to date, as a result of  social distancing, some of our incoming call demand is not reportable on a per service line basis so is not captured here. 

Average monthly demand per service area (rolling 12 months)

Expected call wait time

If you are unable to find the help you need on our website, or prefer to contact us by phone, we always do our best to answer calls as quickly as possible.  Our service standards are published online: Customer Services - Service Standards.

To help you decide when might be the best time to call, or the average waiting time (subject to change), we publish up-to-date information on our performance below. 

Please note these results do not take into account calls handled via our temporary alternative telephony system (brought in to help us manage demand through the coronavirus pandemic) which means our service levels are actually much better than those shown in this graph.

Average call volumes and wait times for calls regarding Street Scene Services, Rubbish and Recycling Collections, Environmental Health, Planning and Housing Services

Average call volumes and wait times for calls regarding Council Tax, Benefit and Rents.

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 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

You Said, We Did

We aim to learn from your comments, feedback, suggestions and complaints. Find out what changes we have introduced to improve aspects of our service at You Said We Did - Customer Services.

Customer satisfaction

We aim to achieve high levels of customer satisfaction across all of our service areas. The following is updated daily and shows the results of our satisfaction surveys, as well as providing a little more information to explain why - if residents did not get everything they needed in their call - why this was.

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:


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