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Council services
Customer service
Customer Services performance
Customer Services performance
In this section
Our targets
Number of recommendations to services as a result of customer consultation/feedback (avoidable contact)
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Number of complaints referred to the Local Government Ombudsman, excluding premature complaints.
Percentage of complaints processed within policy timescales
Total number of complaints
Percentage of requests resolved at first point of contact
Percentage unmet demand
Average speed of answer
Percentage customers satisfied with the overall service provided (responses)
Time taken to process housing or council tax benefit new claims and change events
Percentage of council tax collected
Percentage of national non-domestic rates collected
Number of complaints referred to the Local Government Ombudsman, excluding premature complaints.
Frequency
Quarterly
2021/22 target
Less than 10
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Percentage of complaints processed within policy timescales
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Number of recommendations to services as a result of customer consultation/feedback (avoidable contact)
