Telephone answering performance
We have a dedicated telephone number for our income management team, who deal with all calls about rent, arrears and other money matters. This is (01305) 216067.
We monitor how many calls come though to this number each month, how many calls we answer and how many calls we do not answer (lost calls).
We aim to answer at least 90% of all calls.
The table below shows our performance each month. The figures do not include any calls made when our offices are closed.
| Month |
Calls
Received |
Calls
Answered |
Calls
Lost |
%
Answered |
%
Lost |
|
January 2011
|
774
|
694
|
80
|
89.66
|
10.34
|
|
December 2010
|
620
|
552
|
68
|
89.03
|
10.97
|
|
November 2010
|
807
|
728
|
79
|
90.21
|
9.79
|
|
October 2010
|
624
|
577
|
47
|
92.47
|
7.53
|
|
Sept 2010
|
715
|
642
|
73
|
89.79
|
10.21
|
|
August 2010
|
593
|
542
|
46
|
91.4
|
8.6
|
|
July 2010
|
731
|
674
|
57
|
92.2
|
7.80
|
|
June 2010
|
667
|
616
|
51
|
92.35
|
7.65
|
|
May 2010
|
586
|
558
|
28
|
95.22
|
4.78
|
|
**April 2010
|
351
|
332
|
19
|
94.59
|
5.41
|
|
Mar 2010
|
1152
|
1097
|
55
|
95.23
|
4.77
|
|
Feb 2010
|
512
|
485
|
27
|
94.73
|
5.27
|
|
Jan 2010
|
532
|
492
|
40
|
92.48
|
7.52
|
|
Dec 2009
|
440
|
404
|
36
|
91.82
|
8.18
|
|
Nov 2009
|
694
|
639
|
55
|
92.07
|
7.93
|
|
Oct 2009*
|
-
|
-
|
-
|
-
|
-
|
|
Sep 2009
|
507
|
489
|
18
|
96.45
|
3.55
|
* No details are available for October 2009 due to a fault with the recording system.
** The system was unable to record calls between the 7 April and 22 April 2010. |