Comments

Solihull Connect logo

We welcome your comments and suggestions about our service, see below for a summary of the comments we have received.

Quarter 1 - 2018/19

During Quarter 1 April - June we received a total of 303 customer comments of which 34 related to Solihull Connect. Below is a general breakdown of the type of comments that were received relating to Solihull Connect:

April

Comment: It takes too long to get through when calling Solihull Connect

Action taken: The current waiting times are unacceptable and new staff are been recruited and trained. We've had higher than normal calls due to split brown recycling bins. Processes have been put in place as crew are now logging damaged bins and this can be reported online.

May

Comment: I've tried to report my split brown bin on LiveChat but no advisors were available

Action taken: At peak times of high demand our LiveChat service may be unavailable but there is an option for customers to report their damaged bin online

June

Comment: Your website should clearly state "if your brown bin is bin is damaged to leave it empty"

Action taken: We understand the frustration customers have experienced due to split brown bins. We've added an advisory message to our online request form and also introduced a new page for Frequently Asked Questions

Comment: Why do I have to apply again if I have a Blue Badge

Action taken: An application form is required every 3 years, this allows us to check a customer's proof of identity and address as well as confirm if their condition has changed

Quarter 2 - 2018/19

During Quarter 2 July - September we received 130 customer comments of which 7 related to Solihull Connect. Below is a general breakdown of the type of comments that were received relating to Solihull Connect:

July

Comment: Reporting a missed collection online is not user friendly.

Action taken: There are certain factors that we are looking to improve (e.g. putting the customer address search first) to improve the customer journey when reporting a missed collection. This will be reviewed as part of our web redesign that's scheduled to take next year.

August

Comment: I could not find any online services for reporting a fallen branch.

Action taken: We do not offer an online reporting service for fallen branches. As fallen branches can often be dangerous we advise customers to contact Solihull Connect by telephone so we can assess the urgency of the report.

September

Comment: When reporting a missing or damaged bin I received an error message?

Action taken: We have had minimal interruption of our online services that are available 24 hours a day every day.

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