We received your request on 15 August 2025.
We have handled your request under the Freedom of Information Act (FOIA) 2000.
A copy of your request is set out in the extract below:
This is an information request relating to customer service performance levels.
Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25:
• The average call wait times for your customer service phone lines are each year.
• The percentage of calls answered within your target time for each of those years.
• The average response time for written correspondence (email, letter, or online submissions) in each of those years.
• The percentage of correspondence responded to within the organisation’s target timeframe in each year.
• The number of formal complaints received relating to delays, unanswered calls, or
poor customer service, broken down by year.
• If held, the department’s official service level targets for customer interaction
(e.g., target wait time, target response time) and whether those targets were met in each year.