Redbridge Council staff ‘hitting time targets’ in responding to public queries and complaints

Council staff are hitting their targets when it comes to responding to phone calls, emails and letters from residents, figures show.

Independent Cllr Ali Hai asked what the response times were to communications from the public over the last three years.

Cabinet member for resources Cllr Ian Bond said the target was to answer phone calls within 30 seconds and respond to emails and letters within 10 working days.

People attending a one stop shop should be seen within 15 minutes.

Figures read out by Cllr Bond at a full council meeting in Redbridge Town Hall, High Road, Ilford on Thursday, showed targets set by senior managers had largely been met year-on-year.


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A 93 per cent target for letters and emails to be responded to within the timeframe was met and phone calls were answered within 30 seconds about 86 per cent of the time in 2011/12, on par with the taget.

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