What are Marlborough’s most common calls to Council?

Between 1 April and 20 May this year, Council's contact centre received 4,459 calls, providing a detailed picture of the information and services that residents rely on most.

Rates queries were the busiest category, generating 685 calls (15.4%). Building consent queries came in second, with 471 calls (10.6%) - the majority were transferred to specialist teams, reflecting the level of guidance that people need to navigate the consenting process.

Waste management generated 379 calls (8.5%), many of which resulted in real operational action - kerbside and wheelie bin issues in particular drove a high number of work orders.

Customer Services Manager Jane Robertson said the data is helping her team better understand what residents want from Council.

“One in three calls is resolved on the spot, which we’re proud of,” she said. “One in five enquiries is referred to specialist departments, connecting customers with the expertise they need to get the right outcome.

“The data helps us understand what people are contacting us about most often, so we can make the information easier to find and ensure customers get answers as quickly as possible.”

Council is now using call data to identify more opportunities to make information easier to access - for example online - while continuing to improve the experience for residents who need to get in touch over the phone.”