I spent this morning at Willmott Dixons, going around with one of their operatives who was carrying out repairs to properties. I really enjoyed the experience and found everyone at WDP extremely helpful.
All of this stemmed from a Co-ordinating Overview and Scrutiny Committee review in to the workings and performance of Call Centres. For sometime the committee members have had some concerns about how well the council actually perform against residents perceptions.
I've also agreed to visit Fleet and Waste Management in early December to attempt to understand why, when residents phone the call centres about why their household rubbish, green waste or recycling materials weren't collected in the first place and subsequently after numerous telephone calls to complain.
One of the great concerns I have is that for every call made by a resident to Birmingham Council's call centre, (run in partnership with a multi-national business), the owners of the business make a charge to BCC. What is annoying is that out of a sample of calls noted in October, well over half were repeat calls and then other residents calling in, were asked to phone back in a couple of days. Is this a way to deal with residents concerns? I think not.
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