Service Standards for Customer Services

Type of ServiceExpected Wait Time
Customer Services telephoneWe aim to answer 80% of calls within a two minute wait time.
Customer Services emailUp to 10 working days
Customer Services letterUp to 10 working days
Council Tax and Benefits ServiceWe aim to start 80% of Scheduled Appointments within 15mins of the due time
Scanning ServicesWe aim to complete 80% within an Average 2 minute wait

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.