Coronavirus

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.

Quarter 3 - 2019/20

During Quarters 1Oct – 30 Dec 2019/2020 Solihull Council received 214 customer comments of which 21 were related to services offered by Solihull Connect. Most of the comments logged during Q3 were as a direct result of the length of time to get through on the phone lines, below is a general breakdown of the type of comments that were received relating to Solihull Connect:

October

Comment: Customer concerned about the opening times and feel they should remain 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

November

Comment: Length of time to get through not acceptable and automated message too long

Action taken: There are times when we have high call volumes however we aim to answer all calls within set target times. The messages do provide information that can answer the customers query in the first instance

December

Comment: Not happy blue badges have to be renewed online, was calling on behalf of a freind who has no access to the internet

Action taken: We no longer do the paper application forms and this does need to be done online. In extreme circumstances if the customer does have no internet access they can contact us and we can help to complete and process the application on their behalf.

Quarter 4 - 2019/20

During Quarters 1Jan – 31Mar 2019/2020 Solihull Council received 343 customer comments of which 38 were related to services offered by Solihull Connect. Most of the comments logged during Q4 were as a direct result of the new opening times for the Connect service, below is a general breakdown of the type of comments that were received relating to Solihull Connect:

January

Comment: Ordered replacement birth certificate, not happy we no longer off recorded delivery

Action taken: The General Register Office introduced new guidelines regarding postage of certificates. We offer 2nd class for 7 day service and 1st class for all urgent certificates ordered

February

Comment: Length of time to get through not acceptable and automated message too long

Action taken: There are times when we have high call volumes however we aim to answer all calls within set target times. The messages do provide information that can answer the customers query in the first instance

March

Comment: Customer ordered replacement brown bin however was told told that the old bin needed to be emptied for the replacement

Action taken: We are sorry that this was not advised to the customer on this occasion. The damaged bin does need to be left at the front of the property and does need to be empty. The crew will then deliver new replacement and take the damaged bin away

Live Chat

graphic which links to our Live Chat service

Feedback

Is this information helpful?

Tell us how we can improve this page



Contact us

This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit AboutCookies.org