An average eight-minute wait on the district council customer service line before residents get any response could soon be history, after Green councillor Chris Mitchell got unanimous council approval last month for a five-point strategy to improve the service.
“Three Rivers is getting a poor reputation for communications from what people tell me,” says Mitchell. “I’ve had a steady string of complaints, including one from a resident left hanging on the line for over 40 minutes and who is now refusing to call.” Mitchell says the phone link is vital for many people unable to use or access digital support online.
The council has agreed to continue high profile advertising on how to use online access; add advice to an automated recorded phone message about the less busy times to call; and maintain existing extra staff levels at anticipated busy times.
In addition all councillors will receive a monthly statistics report on telephone responses and use their personal contacts, newsletters and other media to urge residents whenever possible to make online calls on simple issues like missed bin collections - thus freeing up phone lines for those without internet access or with complex enquiries that cannot be answered online.
“Small changes in the focus on what is done for residents can make a large difference, and I will be reviewing how this will work,” says Mitchell.
Contact Three Rivers online at https://www.threerivers.gov.uk/egcl-page/customer-services or, you cannot get online or have a more complicated issue, call 01923 776611. It’s best to ring early morning before the phone lines get too busy - particularly on the busiest days, Mondays and Tuesdays.
Contact Chris Mitchell at: croxleygreens@gmail.com or leave a message on 01923 775642.