Benefits callers facing 23 minute-plus waits

The delays have been revealed despite Stoke-on-Trent City Council slashing its overall figure. Phil Corrigan reports

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A COUNCIL has slashed its lengthy waiting times for callers after taking on extra agency staff.

People calling Stoke-on-Trent City Council had an average wait of just over six minutes during the last three months of 2024/25 - within the six minute 30 second target and well down on the 12-minute waits seen at the start of the year.

The improvement followed the deployment of temporary staff in the council's call centre in December. But callers to particular council departments still face long delays, with the benefits line's average wait more than 23 minutes.

The council says in addition to the use of agency workers, it is looking at other measures, such as the use of automation, to further reduce waiting times. Director of resources Nick Edmonds was quizzed on this work by members of the strategy and resources scrutiny committee.

He said: "We've faced challenges throughout the year.