We receive an average of 63,500 calls per quarter (based on 2018/19 volumes). The graphs below show the latest demand breakdown
Customer services call demand per quarter
Average number of calls per quarter, per service area for 2018/19
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.
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.
COVID UPDATE: The reception is open for general enquiries and card payments only, with social distancing in effect. At this time we are not taking any cash payments or scanning documents. Face to face appointments deemed essential must be agreed and arranged with the relevant service directly by phone/email. You will be required to wear a mask when entering our building and seated at a desk with a screen and hand sanitiser for safety reasons.
Average waiting time per service 2018/19
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
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.
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 Make It Better : You Said We Did.
We aim to achieve high levels of customer satisfaction across all of our service areas. Based on 7150 surveys completed by our customers in Q2 2019/20 (July 2019 - September 2019), overall, 95.1% stated they were satisfied with the service they received from the Basildon Council's Customer Service Centre.
Outcomes for Q3 2019/20 will be published as they become available.
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: