Table 1: missed collections, complaints and compliments
|
|
Missed refuse collections[1] |
Missed recycling collections[2] |
Complaints |
Compliments |
Commentary |
|
Quarter 3 2019/20 |
354 equivalent to 99.65% collected on time |
852 equivalent to 99.15% collected on time |
143 |
30 |
|
|
Quarter 4 2019/20 |
395 equivalent to 99.61% collected on time |
1089 equivalent to 98.91% collected on time |
124 |
29 |
|
|
Quarter 1 2020/21 |
532 equivalent to 99.47% collected on time |
1155 equivalent to 98.85% collected on time |
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 equivalent to 99.60% collected on time |
962 equivalent to 99.04% collected on time |
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 equivalent to 99.63% collected on time |
742 equivalent to 99.26% collected on time |
68 |
34 |
Social distancing required in vehicles. Telephone line closed. |
|
Quarter 4 2020/21 |
362 equivalent to 99.64% collected on time |
754 equivalent to 99.25% collected on time |
37 |
31 |
Social distancing required in vehicles. Telephone line closed. |
|
Quarter 1 2021/22 |
259 equivalent to 99.74% collected on time |
659 equivalent to 99.34% collected on time |
69 |
39 |
Telephone line closed. |
|
Quarter 2 2021/22 |
781 equivalent to 99.22% collected on time |
1367 equivalent to 98.63% collected on time |
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 equivalent to 99.27% collected on time |
1188 equivalent to 98.81% collected on time |
103 |
27 |
Industrial action. Still high Covid rates. Manual labour and HGV driver shortage. Difficult to get vehicle parts. |
|
Quarter 4 2021/22 |
651 equivalent to 99.34% collected on time |
1008 equivalent to 98.99% collected on time |
36 |
23 |
Restrictions removed; cases increase. |
|
Quarter 1 2022/23 |
467 equivalent to 99.53% collected on time |
400 equivalent to 99.60% collected on time |
74 |
20 |
Difficult to get agency staff due to high rates. HGV driver shortage. Difficult to get vehicle parts. |
|
Quarter 2 2022/23 |
537 equivalent to 99.46% collected on time |
591 equivalent to 99.41% collected on time |
139 |
30 |
HGV driver shortage. Summer holidays; more staff on annual leave. Higher rates of driver/operative sickness (including Covid) during this period and agency drivers less familiar with collection areas resulting in additional missed collections. Ongoing difficulty in getting 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. |
|
Quarter 1 2022/23 |
1749 |
6025 |
7774 |
Difficult to get agency staff due to high rates. HGV driver shortage. Difficult to get vehicle parts. |
|
Quarter 2 2022/23 |
2110 |
6594 |
8704 |
HGV driver shortage. Summer holidays; more staff on annual leave. Higher rates of driver/operative sickness (including Covid) during this period and agency drivers less familiar with collection areas resulting in additional missed collections. Ongoing difficulty in getting 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 |
|
March 2022 |
1 min 5 sec |
4 min 2 sec |
85.1 |
53 sec |
14.9 |
|
April 2022 |
2 min 3 sec |
3 min 52 sec |
86.02 |
51 sec |
13.98 |
|
May 2022 |
3 min 8 sec |
4 min 47 sec |
86.77 |
52 sec |
13.23 |
|
June 2022 |
2 min 8 sec |
4 min 46 sec |
87.61 |
48 sec |
12.39 |
|
July 2022 |
3 min 15 sec |
6 min 18 sec |
85.52 |
48 sec |
14.48 |
|
Aug 2022 |
3 min 56 sec |
6 min 22 sec |
91.94 |
32 sec |
8.06 |
Table 4: complaints by service area[3]
|
|
Q1 2020/21 |
Q2 2020/21 |
Q3 2020/21 |
Q4 2020/21 |
Q1 2021/22 |
Q2 2021/22 |
Q3 2021/22 |
Q4 2021/22 |
Q1 2022/23 |
Q2 2022/23 |
|
Garden waste collection missed |
2 |
8 |
6 |
5 |
9 |
16 |
9 |
3 |
TBC |
22 |
|
Recycling collection missed |
16 |
15 |
7 |
12 |
15 |
40 |
14 |
3 |
TBC |
25 |
|
Refuse collection missed |
19 |
13 |
14 |
12 |
9 |
40 |
31 |
5 |
TBC |
58 |
|
Street cleaning not done |
1 |
1 |
4 |
1 |
1 |
10 |
3 |
1 |
TBC |
16 |
|
Failure to take action |
0 |
1 |
1 |
2 |
0 |
0 |
0 |
0 |
TBC |
4 |