Customer service centre annual reports

Customer access channel annual report 2024-2025

Customer service centre contact figures

Our customer service centre answered approximately 190,000 telephone calls in the financial year 2024-2025.
The customer service centre answered 80% of all the telephone calls they received.
The customer service centre also dealt with approximately:

1,600 live chats
31,000 emails and web forms
300 social media contacts

Customer service centre wait time

In 2024-2025 the average time it took the customer service centre to answer a telephone call was three minutes and eighteen seconds.

Customer service centre annual complaints report 2024-2025

Customer service centre complaint volumes

During 2024-2025 the total volume of complaints (all outcomes) received relating to the customer service centre was seven.
Complaint outcomes
Of the seven complaints received:

Six were not upheld.
One was partially upheld

Customer service centre complaint reasons

With complaints about a customer service assistant, we reviewed the contact in depth with the staff member. We put development plans and service improvements in place as necessary.

The complaint partially upheld was:

Complainant was unhappy their call to Norfolk County Council regarding Avian Flu was not passed to Trading Standards and instead he was advised to contact citizens advice. We apologised for any inconvenience and advised the contact centre manager will work with trading standards to correct any knowledge gaps and update the process.

Blue badge and concessionary complaint volumes

During 2024-2025 the total volume of complaints (all outcomes) received relating to the blue badge and concessionary was 107.

Blue badge and concessionary complaint outcomes

Of the 107 blue badge or concessionary complaints received in 2024-2025:

104 were not upheld
One was partially upheld
Two were upheld

Blue badge and concessionary complaints reasons

We assessed complaints about blue badge or concessionary customer service assistants. We reviewed the contact in depth with the staff member. We put development plans and service improvements in place as necessary.

The complaints upheld or partially upheld are:

Customer unhappy they were charged to reissue a concessionary bus pass with an up-to-date photo. While it is not mandatory for photos to be updated, Passenger Transport agreed the local authority should be advising pass holders to submit a new photo in the six months before renewal, If their appearance has changed significantly to avoid a charge. Website and literature have been updated. We apologised to complainant and updated pass issued without charge
Complainant was unhappy their blue badge application was refused, and they have not heard back from the team. The Blue Badge Unit confirmed the applicant's review request was received in August but was not processed due to an administrative oversight. We apologised to complainant and the case was reviewed. Additional processes were put in place to prevent a similar scenario
Customer unhappy with delays during the blue badge application process. Complainant had not provided sufficient evidence to enable the Blue Badge Unit to process the application, which was the main source of delay. However, the Blue Badge Unit took a significant amount of time to relay this to the complainant. We apologised for the delay and confirmed the type of evidence which would be useful to progress the application