Our performance

We commit ourselves to delivering excellent customer services.

We want to make sure our service standards are consistent across all our services.

Our customer standards explain what you can expect when you contact us.

Darlington Borough Council customer standards [pdf document].

Average call wait times for the last 4 years

This graph shows the average call handling times from April 2020 to August 2023. The trend shows a decrease in average call handling times across the 3 years. Handling times did increase during the covid lockdown period from April 2020 to September 2021.

Month	2020/2021*	2021/2022	2022/2023	2023/24
April	1:29	3:39	2:55	2:39
May	1:52	3:11	2:57	2:28
June	2:10	3:22	3:10	2:03
July	2:14	4:07	3:02	2:23
August	2:57	4:16	3:35	2:07
September	2:55	4:17	3:55	2:12
October	2:35	4:35	2:48	2:01
November	2:15	3:18	2:24	1:38
December	1:36	2:09	1:44	1:23
January	2:01	3:40	2:35	1:29
February	2:14	2:50	2:31
March	2:53	3:14	2:18

*The covid-19 lockdown April 2020 to September 2021 caused interruptions to most council services.

How are we doing?

Your feedback is important to us.

Please tell us how you feel about our services.

We want to know what works well and what doesn’t.

Your feedback helps us to improve, and share good practice across the council.

You can tell us online on our complaints, compliments and comments page or call us on 01325 406777.