Overall
First contact resolution (telephone) – 2025/2026
Target: 90%
| Month |
Resolved first time |
Year average |
| April |
98% |
98% |
| May |
|
|
| June |
|
|
| July |
|
|
| August |
|
|
| September |
|
|
| October |
|
|
| November |
|
|
| December |
|
|
| January |
|
|
| February |
|
|
| March |
|
|
Call wait time 2025/2026
Target: Average 5 minutes
| Month |
Total calls |
Wait time |
Year average % |
| April |
9561 |
04:28 |
04:28 |
| May |
|
|
|
| June |
|
|
|
| July |
|
|
|
| August |
|
|
|
| September |
|
|
|
| October |
|
|
|
| November |
|
|
|
| December |
|
|
|
| January |
|
|
|
| February |
|
|
|
| March |
|
|
|
Customer satisfaction survey (telephone)
Target: 85%
-
| Month |
Was the person who took your call helpful and polite? |
Are you satisfied the advisor has listened to and understood your enquiry? |
Did the timeliness of your overall experience with us today meet your expectations? |
Overall, were you satisfied with the service you received today? % |
Overall average (month) |
Overall average (year) |
| April |
85% |
82% |
70% |
75% |
78% |
78% |
| May |
|
|
|
|
|
|
| June |
|
|
|
|
|
|
| July |
|
|
|
|
|
|
| August |
|
|
|
|
|
|
| September |
|
|
|
|
|
|
| October |
|
|
|
|
|
|
| November |
|
|
|
|
|
|
| December |
|
|
|
|
|
|
| January |
|
|
|
|
|
|
| February |
|
|
|
|
|
|
| March |
|
|
|
|
|
|
Colchester Borough Homes
First contact resolution (telephone) – 2025/2026
Target: 90%
| Month |
Resolved first time |
Year average |
| April |
96% |
96% |
| May |
|
|
| June |
|
|
| July |
|
|
| August |
|
|
| September |
|
|
| October |
|
|
| November |
|
|
| December |
|
|
| January |
|
|
| February |
|
|
| March |
|
|
Call wait time 2025/2026
Target: Average 5 minutes
| Month |
Total calls |
Wait time |
Year average % |
| April |
4718 |
07:42 |
07:42 |
| May |
|
|
|
| June |
|
|
|
| July |
|
|
|
| August |
|
|
|
| September |
|
|
|
| October |
|
|
|
| November |
|
|
|
| December |
|
|
|
| January |
|
|
|
| February |
|
|
|
| March |
|
|
|
Customer satisfaction survey (telephone)
Target: 85%
-
| Month |
Was the person who took your call helpful and polite? |
Are you satisfied the advisor has listened to and understood your enquiry? |
Did the timeliness of your overall experience with us today meet your expectations? |
Overall, were you satisfied with the service you received today? % |
Overall average (month) |
Overall average (year) |
| April |
94% |
88% |
83% |
85% |
88% |
88% |
| May |
|
|
|
|
|
|
| June |
|
|
|
|
|
|
| July |
|
|
|
|
|
|
| August |
|
|
|
|
|
|
| September |
|
|
|
|
|
|
| October |
|
|
|
|
|
|
| November |
|
|
|
|
|
|
| December |
|
|
|
|
|
|
| January |
|
|
|
|
|
|
| February |
|
|
|
|
|
|
| March |
|
|
|
|
|
|
Community and Environment
First contact resolution (telephone) – 2025/2026
Target: 90%
| Month |
Resolved first time |
Year average |
| April |
99% |
99% |
| May |
|
|
| June |
|
|
| July |
|
|
| August |
|
|
| September |
|
|
| October |
|
|
| November |
|
|
| December |
|
|
| January |
|
|
| February |
|
|
| March |
|
|
Call wait time 2025/2026
Target: Average 5 minutes
| Month |
Total calls |
Wait time |
Year average % |
| April |
3607 |
03:48 |
03:48 |
| May |
|
|
|
| June |
|
|
|
| July |
|
|
|
| August |
|
|
|
| September |
|
|
|
| October |
|
|
|
| November |
|
|
|
| December |
|
|
|
| January |
|
|
|
| February |
|
|
|
| March |
|
|
|
Customer satisfaction survey (telephone)
Target: 85%
-
| Month |
Was the person who took your call helpful and polite? |
Are you satisfied the advisor has listened to and understood your enquiry? |
Did the timeliness of your overall experience with us today meet your expectations? |
Overall, were you satisfied with the service you received today? % |
Overall average (month) |
Overall average (year) |
| April |
79% |
77% |
61% |
68% |
71% |
71% |
| May |
|
|
|
|
|
|
| June |
|
|
|
|
|
|
| July |
|
|
|
|
|
|
| August |
|
|
|
|
|
|
| September |
|
|
|
|
|
|
| October |
|
|
|
|
|
|
| November |
|
|
|
|
|
|
| December |
|
|
|
|
|
|
| January |
|
|
|
|
|
|
| February |
|
|
|
|
|
|
| March |
|
|
|
|
|
|
Licensing and Planning
First contact resolution (telephone) – 2025/2026
Target: 90%
| Month |
Resolved first time |
Year average |
| April |
99% |
99% |
| May |
|
|
| June |
|
|
| July |
|
|
| August |
|
|
| September |
|
|
| October |
|
|
| November |
|
|
| December |
|
|
| January |
|
|
| February |
|
|
| March |
|
|
Call wait time 2025/2026
Target: Average 5 minutes
| Month |
Total calls |
Wait time |
Year average % |
| April |
1236 |
01:22 |
01:22 |
| May |
|
|
|
| June |
|
|
|
| July |
|
|
|
| August |
|
|
|
| September |
|
|
|
| October |
|
|
|
| November |
|
|
|
| December |
|
|
|
| January |
|
|
|
| February |
|
|
|
| March |
|
|
|
Customer satisfaction survey (telephone)
Target: 85%
-
| Month |
Was the person who took your call helpful and polite? |
Are you satisfied the advisor has listened to and understood your enquiry? |
Did the timeliness of your overall experience with us today meet your expectations? |
Overall, were you satisfied with the service you received today? % |
Overall average (month) |
Overall average (year) |
| April |
100% |
100% |
93% |
93% |
97% |
97% |
| May |
|
|
|
|
|
|
| June |
|
|
|
|
|
|
| July |
|
|
|
|
|
|
| August |
|
|
|
|
|
|
| September |
|
|
|
|
|
|
| October |
|
|
|
|
|
|
| November |
|
|
|
|
|
|
| December |
|
|
|
|
|
|
| January |
|
|
|
|
|
|
| February |
|
|
|
|
|
|
| March |
|
|
|
|
|
|
