Table 1: missed collections, complaints and compliments
|
|
Missed refuse collections |
Missed recycling collections |
Complaints |
Compliments |
Commentary |
|
Quarter 3 2019/20 |
354 |
859 |
143 |
30 |
|
|
Quarter 4 2019/20 |
395 |
1089 |
124 |
29 |
|
|
Quarter 1 2020/21 |
532 |
1155 |
66 |
63 |
First lockdown. Refuse prioritised over recycling. One-third collections staff isolated in line with government announcements. Social distancing required in vehicles. Telephone line closed. |
|
Quarter 2 2020/21 |
401 |
962 |
88 |
34 |
One-third collections staff isolated in line with government announcements. Social distancing required in vehicles. Telephone line closed. |
|
Quarter 3 2020/21 |
367 |
742 |
68 |
34 |
Social distancing required in vehicles. Telephone line closed. |
|
Quarter 4 2020/21 |
362 |
754 |
37 |
31 |
Social distancing required in vehicles. Telephone line closed. |
|
Quarter 1 2021/22 |
259 |
659 |
69 |
39 |
Telephone line closed. |
|
Quarter 2 2021/22 |
781 |
1367 |
123 |
25 |
Covid rates begin rising, requiring self-isolation. Ping-demic. Manual labour and HGV driver shortage. Difficult to get vehicle parts. Telephone line reopened 27 September 2021. |
|
Quarter 3 2021/22 |
729 |
1188 |
103 |
27 |
Industrial action. Still high Covid rates. Manual labour and HGV driver shortage. Difficult to get vehicle parts. |
|
Quarter 4 2021/22 |
651 |
1008 |
36 |
23 |
Restrictions removed; cases increase. Difficult to get agency staff due to high rates. HGV driver shortage. Difficult to get vehicle parts. |
Table 2: number of contacts
|
|
Number of telephone calls |
Number of emails |
Total number of contacts |
Commentary |
|
Quarter 3 2019/20 |
8372 |
4639 |
13011 |
|
|
Quarter 4 2019/20 |
7834 |
5324 |
13158 |
|
|
Quarter 1 2020/21 |
|
7674 |
7674 |
First lockdown. Refuse prioritised over recycling. One-third collections staff isolated in line with government announcements. Social distancing required in vehicles. Telephone line closed. |
|
Quarter 2 2020/21 |
|
8965 |
8965 |
One-third collections staff isolated in line with government announcements. Social distancing required in vehicles. Telephone line closed. |
|
Quarter 3 2020/21 |
|
7254 |
7254 |
Social distancing required in vehicles. Telephone line closed. |
|
Quarter 4 2020/21 |
|
7121 |
7121 |
Social distancing required in vehicles. Telephone line closed. |
|
Quarter 1 2021/22 |
|
8023 |
8023 |
Telephone line closed. |
|
Quarter 2 2021/22 |
179 |
9648 |
9827 |
Covid rates begin rising, requiring self-isolation. Ping-demic. Manual labour and HGV driver shortage. Corresponding increased in reports of missed collections. Difficult to get vehicle parts. Telephone line reopened 27 September 2021. |
|
Quarter 3 2021/22 |
2546 |
5598 |
8144 |
Industrial action. Still high Covid rates. Manual labour and HGV driver shortage. Difficult to get vehicle parts. |
|
Quarter 4 2021/22 |
3226 |
5496 |
8722 |
Restrictions removed; cases increase. Difficult to get agency staff due to high rates. HGV driver shortage. Difficult to get vehicle parts. |
Table 3: telephone performance following reopening of telephone line
|
Month |
Average time to answer call |
Average call length |
Percentage of calls answered |
Average abandon time |
Percentage of calls abandoned |
|
October 2021 |
1 min 59 sec |
2 mins 39 sec |
92.83% |
3 mins 57 sec |
7.17% |
|
November 2021 |
1 min 23 sec |
3 mins 15 sec |
93.79% |
2 mins 42 sec |
6.21% |
|
December 2021 |
31 sec |
3 mins 23 sec |
97.84% |
1 min |
2.16% |
|
January 2022 |
24 sec |
3 mins 21 sec |
97.82% |
1 min 57 sec |
2.18% |
|
February 2022 |
30 sec |
2 mins 10 sec |
97.34% |
1 min 47 sec |
2.66% |
|
March 2022 |
42 sec |
2 mins 54 sec |
96.69% |
1 min 16 sec |
3.31% |
Table 4: complaints by service area[1]
|
|
Q3 2019/20 |
Q4 2019/20 |
Q1 2020/21 |
Q2 2020/21 |
Q3 2020/21 |
Q4 2020/21 |
Q1 2021/22 |
Q2 2021/22 |
Q3 2021/22 |
Q4 2021/22 |
|
Garden waste collection missed |
2 |
4 |
2 |
8 |
6 |
5 |
9 |
16 |
9 |
3 |
|
Recycling collection missed |
24 |
76 |
16 |
15 |
7 |
12 |
15 |
40 |
14 |
3 |
|
Refuse collection missed |
18 |
36 |
19 |
13 |
14 |
12 |
9 |
40 |
31 |
5 |
|
Street cleaning not done |
7 |
3 |
1 |
1 |
4 |
1 |
1 |
10 |
3 |
1 |
|
Failure to take action |
2 |
0 |
0 |
1 |
1 |
2 |
0 |
0 |
0 |
0 |