Accessing services

• The most common way of accessing council services has remained online, an 8% increase since wave 3
• A higher proportion of residents have accessed the council’s services over the phone since wave 3 (+5% points)
• Of the 5% of residents who were unable to contact the service they needed, general issues were the most common complaint

*Option not included in wave 1. No respondents chose this option in wave 3.

**Question wording for W1-W3 was: ‘Have you been able to access the council services you need during the Coronavirus (COVID-19) outbreak?’

This chart shows that:
23% of wave 1 residents, 33% of wave 2 residents, 29% of wave 3 residents, and 37% of wave 4 residents were able to access the council services they needed online
8% of wave 1 residents, 13% of wave 2 residents, 16% of wave 4 residents, and 21% of wave 4 residents were able to access the council services they needed over the phone
3% of wave 2 residents and 3% of wave 4 residents were able to access the council services they needed in person
7% of wave 1 residents, 7% of wave 2 residents, 9% of wave 3 residents, and 5% of wave 4 residents were not able to access the council services they needed
62% of wave 1 residents, 55% of wave 2 residents, 58% of wave 3 residents, and 47% of wave 4 residents haven’t needed to access council services

This chart shows that:
40% of residents who were unable to contact a service were unable to contact services for general issues
13% of residents who were unable to contact a service were unable to contact council tax services
8% of residents who were unable to contact a service were unable to contact housing services
7% of residents who were unable to contact a service were unable to contact environment services
6% of residents who were unable to contact a service were unable to contact children/education/safeguarding services
5% of residents who were unable to contact a service were unable to contact parking services
5% of residents who were unable to contact a service were unable to contact parks & recreation services
3% of residents who were unable to contact a service were unable to contact the city helpdesk service
2% of residents who were unable to contact a service were unable to contact highways services
23% of residents who were unable to contact a service were unable to contact another service