Details of citizen enquiries including response, resolution times and complaints
Received 4 June 2026
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.
Q1. Total volume - The total number of citizen enquiries received.
Q2. 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).
Q3. Resolution time - The mean average time taken to fully resolve a citizen enquiry, measured from receipt to closure (please specify units).
Q4. Enquiries resolved - The total number of citizen enquiries that were resolved.
Q5. Unresolved/open enquiries - The total number of citizen enquiries that remained open or unresolved at the end of the reporting period.
Q6. First contact resolution - The total number of citizen enquiries that were resolved at first contact (i.e. did not require any follow-up interaction).
Q7. Channel breakdown - The total number of citizen enquiries received via each of the following channels: telephone, email, web form/online portal, other (please specify)
Q8. 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).
Q9: Longest wait time - The longest recorded time taken to respond to a citizen enquiry during the reporting period (please specify units).
Q10. Complaints - The total number of formal complaints received relating to delays or handling of citizen enquiries.
Received 26 June 2026
From 1st April 2025 to 31st March 2026:
Q1. 56,353
Q2. Telephone calls - our service standard is to answer calls within 30 seconds; the average was 21 seconds. Emails - our service standard is to answer emails within 48 hours, 100% achieved.
Q3. Information Not Held
Q4. Information Not Held
Q5. Information Not Held
Q6. Information Not Held
Q7. Telephone calls: 43237 Emails: 4690 Self-Serve Web Forms:8426
Q8. Council Main Office - 8.45am-5pm Monday to Thursday. 8.45am-4.30pm Friday. Out of hours emergency line manned outside of office hours.
Q9. Information Not Held
Q10. Two