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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 - 2019/20

During Quarter 1 April - June we received a total of 211 customer comments of which 21 related to Solihull Connect. Below is a general breakdown of the type of comments that were received relating to Solihull Connect:

April

Comment: I tried to make a payment online but the system would not accept my payment

Action taken: Generally we don't experience any issues with our payment system and apologise for the error on this occasion

May

Comment: LiveChat states you are open 9.00am to 5.00pm but no agents are available

Action taken: Our LiveChat service is available at the stated hours but at peak periods agents may be helping to reduce our call waiting queue

June

Comment: Your waiting times to answer the phone is too long

Action taken: During busy times staff leave is restricted however message on the phone lines does direct customers to the website where many queries can be answered

Comment: I tried to log a missed collection online but the system would not accept my email address

Action taken: The website is continually updated and feedback like this will help with on going updates.

Quarter 2 - 2019/20

During Quarter 2 July - September we received 246 customer comments of which 69 related to Solihull Connect. Below is a general breakdown of the type of comments that were received relating to Solihull Connect:

July

Comment: I'm concerned about your proposed waiting times and feel they should stay as they are

Action taken: We have received a lot of feedback regarding the reduced opening hours. This is currently a pilot scheme that is up for review based on feedback

August

Comment: I've very unhappy to receive a text about your new Blue Badge process

Action taken: Texting customers for blue badge payments or further information is a new process and feedback we've received has been very positive

September

Comment: I paid for the seven day copy certificate service and should have been informed this would be ready before seven days

Action taken: When ordering copy certificates customers are advised this can take up to seven working days for collection or post. There are times that copies are produced earlier and available for collection but this cannot be guaranteed

Comment: I tried to report a blocked drain online but its quicker to call you instead

Action taken: The website is continually updated and new services are promoted. Sometimes there are initial problems however feedback like this will help with ongoing updates.

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