Response 4033097

Response to request for information

Reference

4033097

Response date

2 July 2026

Request

Please provide the following information for the most recent 12-month period for which complete data is available. Please specify the period covered in your response. 

For the purpose of this request, please define a “citizen enquiry” as any inbound request for information, support, or service received from a member of the public via any channel, including but not limited to telephone, email, web forums, online portals, and social media. If your organisation uses a different term for such interactions (e.g. customer contacts, resident enquiries, service requests, or public enquiries), please provide the closest equivalent data held.  
 
Questions

1. Total volume 
   The total number of citizen enquiries received.   
2. First response time  
   The mean average time taken to provide a first response to a citizen enquiry, measured from the time the enquiry is received to the time of first reply (please specify units, e.g. hours or days). 
3. Resolution time  
   The mean average time taken to fully resolve a citizen enquiry, measured from receipt to closure (please specify units).  
4. Enquiries resolved  
   The total number of citizen enquiries that were resolved.  
5. Unresolved/open enquiries  
   The total number of citizen enquiries that remained open or unresolved at the end of the reporting period.  
6. First contact resolution  
   The total number of citizen enquiries that were resolved at first contact (i.e. did not require any follow-up interaction).  
7. Channel breakdown 
   The total number of citizen enquiries received via each of the following channels: telephone, email, web form/online portal, other (please specify)   
8. Service hours  
   The standard operating hours for handling citizen enquiries, including whether any services are available outside of typical working hours (e.g. evenings, weekends). 
9. Longest wait time 
   The longest recorded time taken to respond to a citizen enquiry during the reporting period (please specify units).
10. Complaints  
    The total number of formal complaints received relating to delays or handling of citizen enquiries.

Response

1. Total volume 
   • Face to Face - 5,574
   • Phone - 91,165
   • Email - 40,883
   • Web - 11,412
2. First response time
   • 4 minutes 2 seconds
3. Resolution time
   • 4 minutes 2 seconds
4. Enquiries resolved
   • 149,034
5. Unresolved / open enquiries
   • Unrecorded - some enquiries passed to back office and result unknown.  
6. First contact resolution
   • 93% 
7. Channel breakdown
   
   • See response to question 1
8. Service hours
   • Customer services opening hours
     • Monday to Thursday: 8.30am to 5pm
     • Friday: 8.30am to 4.30pm
9. Longest wait time
   • 39 minutes 38 seconds
10. Complaints
    • Zero