Standards and performance indicators
| Indicator | Standards | 2006/7 |
| Waiting times Main counter | 80% seen in 30 minutes | 71% |
| Interview times Main counter | 30 minutes | 23 minutes |
| Customer satisfaction comment cards | 95% | 95.8% |
| Customer satisfaction surveys | 95% | 99% |
| One Stop telephone team response times within 15 seconds | ||
| Generic | 80% answered | 78% |
| Streetcare | 75% | 74% |
| Housing benefit | 60% | 61% |
| Council tax | 60% | 57% |
| Switchboard operators | 95% | 97% |
| Online and email enquiries | 100% answered within five working days | 96% |