Waveney District Council was open for all business over the festive period for the first time in almost 20 years and the service proved a huge benefit to residents. Across the district and in its new Customer Service call centre, staff witnessed that demand exists for information and assistance regardless of the Christmas holidays.

Bev Herring, Head of Customer Services and ICT said: “The telephones were reasonably quiet on Christmas Eve, but nearly 400 payments were processed that day at customer facing offices in Beccles, Bungay, Halesworth and at the Town Hall. New Year’s Eve was also busy with over 250 calls answered between the hours of 9am and 3pm and over 500 payments processed.

“In between Christmas and New Year, the volume of calls to the Council was comparable with the previous week. The team put in a great performance, with an average 98% of telephone enquiries answered within 20 seconds and an average speed to answer of just four seconds.”

“A number of people commented positively on the fact that we were open. We are aware for example, that customers were appreciative of the fact that they did not have to pay two weeks rent on 24th December, as we were also open on the 31st.”

Councillor Simon Tobin, Portfolio Holder for Customer Services, Communications & ICT, said: “Having the Council’s offices open during the Christmas holidays has been a worthwhile exercise and the response from our customers has been positive. Improving access to our services is a key priority and we are delighted that we were able to assist such a large number of people during this time.

“We have a large programme of activity planned for 2008. We will continue implementing changes in customer service that will provide benefits for both residents and visitors to the Waveney area.”

Customers wishing to contact Waveney District Council can telephone the Customer Service call centre on 01502 562111, visit www.waveney.gov.uk or email comments@waveney.gov.uk