Calls to the Housing solutions Triage line
Case reference FOI2025/00227
Received 3 February 2025
Published 25 February 2025
Request
The Housing Solutions Team triage phone line should now have been collected call data for six months. Across this period:
* What have been the total call number of calls made to the Triage line for each month?
* What have been the call patterns in terms of busy and less busy times and days? * What proportion of calls are answered?
* What is the level of rework (ie calls reopening cases that the council had considered closed)?
* What is the latent demand for this service (ie people who would benefit from the service but do not access it)?
Response
The Housing Solutions Team triage phone line should now have been collected call data for six months. Across this period: * What have been the total call number of calls made to the Triage line for each month?
A: Please note, only data covering the period 1st October 2024 to 31st January 2025 is held and therefore the data below is based on this time period:
October 2024 372
November 2024 1017
December 2024 860
January 2025 1514
* What have been the call patterns in terms of busy and less busy times and days?
A: The data available does not reveal a pattern of busy and less busy times during the period the Triage line is available to the public.
* What proportion of calls are answered?
A: October 2024 - 41%
November 2024 - 9%
December 2024 - 11%
January 2025 - 9%
* What is the level of rework (ie calls reopening cases that the council had considered closed)?
A: There is no relevant data from the Triage line records that would enable this question to be answered. Furthermore data held on the Home Connections system, used to capture data and manage applications made under Part VI and Part VII of the Housing Act 1996, does not reveal the number of cases re-opened as a result of calls to the Triage line.
* What is the latent demand for this service (ie people who would benefit from the service but do not access it)?
A: We have no way of recording latent demand, as by its very nature it is unknown, and therefore there is no data available with regard to this matter.
Documents
This is Herefordshire Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
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