THE average response time for phone calls at the council's contact centre this year is 276 seconds – but there will be an imminent increase in staff to accommodate for poor response times.

Between March and May Contact Warrington dealt with more than 30,0000 phone calls and almost 19,000 visits.

And due to a combination of 'internal movements, promotions and staff moving to different service areas', the centre has seen an unprecedented 10 vacancies become open.

But following a recruitment exercise, the vacancies, including six full-time staff, will be filled this month.

Cllr Brian Axcell (LD – Appleton) raised his concerns on the matter to Cllr Hitesh Patel, portfolio holder for personnel and communications.

"We get comments from residents over a lack of feedback on issues," he said.

But Cllr Patel (LAB – Great Sankey South) was keen to highlight the performance of staff at the centre in what has been a demanding year.

"I am aware that response times are not great but there has been an increase in demand due to the elections and due to Mr Smith's, as well as the vacancies," he said.

"Now staff have been appointed we should see an increase in performance. Elected members must appreciate we operate in times of massive budgetary pressures.

"But despite the challenges I would like to highlight a big success over the last few months – the improved performance from our blue badge assessment teams.

"The assessment period has been reduced from 12 to four weeks, meaning customers receive their badge much quicker."

Following the demand to services, Contact Warrington has offered a number of solutions to residents seeking help.

A council spokesman added: "We appreciate residents' frustrations if they are calling Contact Warrington during peak times and are having to wait in a queue due to this popular service.

"The contact centre is experiencing a high number of calls and we are currently recruiting centre staff to alleviate this.

"Residents may want to try and call during non-peak hours which are early morning and late afternoon.

"However with the busy summer months ahead the council is also encouraging residents to go online as many services are simply a click away.

"Going online is the quickest and easiest way to contact the council and it means you can avoid queues and it's easy to do.

"You can find out about planning applications, recycling collection dates, local facilities as well as report potholes, fly-tipping, dog fouling and much more."

For further information visit warrington.gov.uk/report.