Service standards and performance
Service standards and annual review
We try to answer all written enquiries within five working days. In 2010/11 we replied to 100% of your letters within this target time.
We aim to answer all phone calls within five rings. In 2010/11 we achieved this target in 62% of cases. This was a dip of 30% on the previous year due to the unprecedented number of telephone calls received by the service in the lead up to the Parliamentary and Borough Council Elections held on Thursday, 6 May 2010. This was the first time that these two elections had been held together in London. Apart from this short period of time the average percentage of phone calls answered within five rings was 90%.
In 2010/11 we dealt with 6,887 customers at our reception, and everyone was seen within five minutes of arriving.
Annual review
You can download a copy of the report to the Finance and Corporate Resources Overview and Scrutiny Committee on the Performance Review on Electoral Services for 2009/10 together with plans for service developments in 2010/11.
