Horserace Betting Levy Board

Request Detail

RE: Request under the Freedom of Information Act (2000)

 

Dear Information Team

 

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.

If it is not possible to provide the information requested due to the information exceeding the cost of compliance limits identified in Section 12, please provide advice and assistance, under the Section 16 obligations of the Act, as to how I can refine my request.

If you have any queries please don’t hesitate to contact me via email or phone and I will be very happy to clarify what I am asking for.

 

I would prefer a response via email, but if this is not possible, I will gladly accept letters to the address below.

 

Please acknowledge this information request as soon as possible.

 

Kind regards,