Housing Maintenance Call Breakdown
2,500
1,907
1,821
1,802
1,780
1,768
1,755
2,000
1,615
1,602
1,586
1,549
1,526
1,500
1,000
500
186
165
128
121
120
116
96
92
79
73
58
60
12
10
10
9
8
-
7
6
5
5
5
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Emergency
Routine
Urgent
Environment Service Requests Litter
Street Cleaning
Trees
-50 0 50 100 150 200 250 300 350
500
120
100
400
80
300
60
200
40
20
100
0
0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
-20
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2019
2020
2021
2019
2020
2021
2019
2020
2021
Contact Centre
021 4924000 lines
Housing Maintenance
Other Housing
Other Services
Category
Litter/Waste
Roads
Total
Calls Served i
6,326
495
903
4,795
12,519
Calls Abandoned Voicemails/ Dissuaded ii TOTAL Calls Received iii Calls Forwarded by agents
830
79
119
614
1,642
692 (485 voicemails)
277
44
56
315
7,433
618
1,078
5,724
14,853
Average calls served daily iv (22 working days in November)
3,201
569
Emails served by CSU agents in November
505
1800 222 226 - Community Support Line
Calls Served
116
Calls abandoned
17
Voicemail
0
TOTAL calls received
133
The Community Support help line operated 5 days a week from 9 until 5 up until November 22 nd , 2021.
i Total served by agents within system but excl. voicemails. ii Callers hang up when a recorded message from CCC is being played (system sees this as caller has received the information, they we’re looking for and have hung up satisfied with the information). iii Total calls reaching the options menu (IVR system). Note: the IVR does not accurately reflect the exact breakdown of calls as option 1 is used disproportionately by callers resulting in higher numbers for Housing. iv This includes calls served + voicemails. v Emails served by CSU agents includes all emails, submissions, and SPAM.
4
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