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Call centre team supporting 3,000 callers a week

COUNCIL staff working in a virtual call centre are taking more than 3,000 calls a week to help residents with everything from burst water pipes to wasp infestations and missed bin collections.

Despite the Coronavirus lockdown the dedicated team of 12 are fielding up to 3,300 calls a week from people seeking support from key services the council’s been maintaining right through the pandemic.

Kerbside waste and recycling collections from more than 100,000 properties every week, emergency housing repairs for tenants and residents reporting vermin problems are all services that have continued to operate.

In addition to this the council’s call centre set up especially for those shielding themselves from the virus has been providing support to more than 1,000 callers seeking support, while the council’s LAC team have helped deal with 15,000 requests for assistance since the start of the pandemic.

Andrew Stevens, Cabinet Member for Business Improvement and Performance, said: “Despite the incredible impact of the pandemic on our way of life, the council is still here for the people of Swansea.

“We’ve been transforming what we do, re-assigning staff to work in critical new services as well as ensuring key services like kerbside collections and emergency housing repairs continue.”

“Our environment, housing and switchboard contact centre has been set up so staff can work safely from home but operate the service alongside each other in a virtual way.

“As a city and as a council we are facing up to a challenge that many people will never have seen in their lifetime and the council is doing everything it possibly can to play its part.”

If you need to report an environment problem you can go to www.swansea.gov.uk/reportit or email the team at EVH@swansea.gov.uk or you can ring them on 01792 635600

If you are a council housing tenant who needs an emergency repair, please contact your local district housing office, email HousingRepairs.callcentre@swansea.gov.uk  or ring the team on 01792 635100.

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