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:
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
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
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:
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
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
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.