Complaint response times 2011

Table of Response Times by Department
Our service standard is to answer complaints in 10 working days. Our target is that 96% of all complaints received are answered within this standard.

The tables below show each department's performance for each quarter.

Oct - Dec 2011
Service	% Within 10 days
Adult Education	100%
Adults	50%
Benefits	95%
Business Rates	100%
C.Tax	99%
Childrens Services	44%
Contact Ctr	89%
Crime and Disorder / ASBAT	50%
Customer Service Desk	100%
Galleries	100%
Highways Services	73%
Housing	83%
Leisure	86%
Libraries	88%
Marketing/Events	100%
Northwards	100%
Parking	73%
Planning and Building Control	84%
PSH	60%
Statutory Services	100%
Trading	82%
Waste & Recycling	36%
Average	68%

July - September 2011
Service	% Within 10 Days
Adult Education	0
Adults	71
Benefits	100
Business Rates	100
Council Tax	99
Children's Services	50
Contact Centre	83
Crime and Disorder/ASBAT	60
Customer Service Desk	100
Democratic	0
Galleries	100
Highway Services	72
Housing	85
Legal Services	100
Leisure	100
Libraries	86
Marketing/Events	71
Planning and Building Control	75
Property	100
Private Sector Housing	100
Regeneration and Economic Development	100
Statutory Services (Registration and Coroner)	67
Street Management & Enforcement	38
Trading Services	50
Average	63

April - June 2011
Service	% Response within 10 Days
Adult Education	0
Adults	44
Adult Social Care	49
Benefits	100
Business Rates	100
Council Tax	99
Children's Services	54
Children's Social Care	48
Contact Centre	0
Crime and Disorder/ASBAT	100
Culture and Galleries	100
Customer Service Desk	100
Highway Services	77
Housing	78
Legal Services	50
Leisure	58
Libraries	76
Marketing/Events	100
Personnel	100
Planning and Building Control	76
Private Sector Housing	75
Shared Services	100
Statutory Services (Registration and Coroner)	100
Street Management & Enforcement	63
Trading Services	100
Average	74

January - March 2011
Service	% Response within 10 Days
Adult Education	0
Adults	44
Adult Social Care	49
Benefits	100
Business Rates	100
Council Tax	99
Children's Services	54
Children's Social Care	48
Contact Centre	0
Crime and Disorder/ASBAT	100
Culture and Galleries	100
Customer Service Desk	100
Highway Services	77
Housing	78
Legal Services	50
Leisure	58
Libraries	76
Marketing/Events	100
Personnel	100
Planning and Building Control	76
Private Sector Housing	75
Shared Services	100
Statutory Services (Registration and Coroner)	100
Street Management & Enforcement	63
Trading Services	100
Average	74

Response times for years