Correspondence and call wait times

Freedom of Information Act request.

Ref: FOI 25-26 27

Date issued: 5 September 2025

Subject: Correspondence and call wait times 

Question:

Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25:

1.     The average call wait times for your customer service phone lines are each year.

2.     The percentage of calls answered within your target time for each of those years

3.     The average response time for written correspondence (email, letter, or online submissions) in each of those years.

4.     The percentage of correspondence responded to within the organisation’s target timeframe in each year.

5.     The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year.

6.     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.

Our response:    

1.     Before the introduction of our Contact Centre in March 2024, we did not record this data. In 2024/25, the average call wait time was 2 minutes, 7 seconds average across all queues.

2.     Not held. The GLAA does not currently have a target timeframe for calls answered.

3.     Not held. The GLAA does not record the time taken to respond to written correspondence.

4.     Not held. The GLAA does not currently have a target timeframe for correspondence.

5.     Details of formal complaints for the years 2021-2024 are available in our published Annual Report and Accounts. Under our Duty to Assist (section 16) we would direct you to our website here: www.gla.gov.uk/publications/corporate-publications.

In 2024-25, we received no formal complaints relating to the above.

6.     Not held.