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FOI request (FOIR-845644872)
Citizen enquiries
Requested Tue 09 June 2026
Responded Thu 25 June 2026Please 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
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.
Response
Q1. Total volume The total number of citizen enquiries received.
Answer: 91,667
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).
Answer: Information not held
Q3. Resolution time The mean average time taken to fully resolve a citizen enquiry, measured from receipt to closure (please specify units).
Answer: Information not held
Q4. Enquiries resolved The total number of citizen enquiries that were resolved.
Answer: Information not held
Q5. Unresolved/open enquiries The total number of citizen enquiries that remained open or unresolved at the end of the reporting period. We do not hold this information
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).
Answer: Information not held
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)
Phones - 49,749
Face to Face - 16,073
Emails - 20,950
Online contact us - 4895
Information not held on how many online forms submitted during reporting period.
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).
Monday - Friday 8.30am - 5.00pm
Phones (10am on Wednesdays, 4.15pm, on Fridays) Monday - Friday 9.00am - 5.00pm
Counter (10am on Wednesdays, 4.15pm on Fridays)
Online forms open 24/7
Q9: Longest wait time The longest recorded time taken to respond to a citizen enquiry during the reporting period (please specify units).
Answer: Longest wait time on phones 1hr 36 minutes
Q10. Complaints The total number of formal complaints received relating to delays or handling of citizen enquiries.
Answer: 3
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