When you contact the Council it’s likely that you will speak to one of our Customer Services teams. We deal with enquiries on behalf of a number of different departments, making sure you receive the same quality of service however you get in touch.

Our performance targets:

When you telephone Council Connect or Revenues & Benefits…

We aim to answer

  • 80% of calls within 45 seconds, and
  • 92% of all calls placed to us.

When you visit our One Stop Shops…

We aim to

  • minimise the amount of time you wait to see someone, and
  • keep you informed of current waiting times.


How our customers are contacting us:

Face to face icon

In person

Telephone icon
By telephone

Self-serve icon


Post iconEmail icon

By post or email

18% 61% 11% 10%


Our performance:

How we performed during Quarter 3 2016/17 (Oct - Dec 2016)

On the phones…

  • Council Connect and Revenues & Benefits answered 92% of calls within 45 seconds, and answered 98% of all calls placed to them.

In the One Stop Shops…

  • 83% of customers were seen within 10 minutes.


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