WNC Interaction

Page 1 of 3 . You are 34% complete.

WNC Interaction Service Area

Contact Channel Required

Customer Services Hub Required

Please provide Outreach location Required

Service Area Required

Enquiry Type Required

Appeals Back Date Request Backlog Care Leavers Change of Circumstances Chasing Correspondence Enquiry DHP/CTHP General Advice Landlord Enquiry Non Benefits Notification of Death Online Forms Overpayments Provide documents Referred to Phones Rent Increase

Which Online Form? Required

Appeal Enquiry Outcome Required

Chase out of 30 days Chase within 30 days General Advice Given

Back Date Request Outcome Required

Rent increase letter Service error Other

DHP/CTHP Outcome Required

Reconsideration of decision General Enquiry Form Received

Benefits General Advice Outcome Required

AOB Enquiry Housing Benefits Other Payment enquiry Referred to DWP/other 3rd party Temp/Supported Accommodation

Benefits Chasing Outcome Required

Chasing Claim within 28 days Chasing outside of 28 days (Back Log) Chasing Rent Increase

Please specify correspondence enquiry Required

Letter Reprint Letter Explained Postal Intervention Other

Notification OF Death Outcome Required

Tell Us One (Not Received) First Report

Online Form Outcome Required

Completed Form for Customer Explained Form Referred to Online Form Report of Broken/Offline Forms

Overpayments Outcome Required

Appeals Dispute General Advice Given Payment/Arrangement

Rent Increase Outcome Required

General Advice Given Rent Increase Letter Copied

Enquiry Type Required

Appeal Decision Change of Circumstances Chase for Update New Application Organisational Referred to phones Renewal Application Replacements

Blue Badge Outcome Required

General Advice Given Explained Form Referred to website Signposted to library Booked Independent Mobility Assessment Application Created

Sub Service Area Required

Enquiry Type Required

Care Leader Enquiry Change of Circumstances Complaint Cost of Living Discounts/Exemptions General Advice Landlord Enquiry Letter reprint Notification of Death Online Form Online Payment Support Other Referred to phones Refunds Set up / amend a Direct Debit Subject Access Request

Council Tax General Advice Outcome Required

Responding to Contact Banding Enquiry/VOA Enquiry Correspondence Explained

Council Tax Discount/Exemptions Outcome Required

Armed Forces and Diplomatic Related Charity and Religious Related Health and Care Related Minors and Youth Related Occupied Annexe Single Persons Discount Special Cases Student and Education Related Temporary and Transitional Accommodations Unoccupied / Empty / Property Related

Council Tax Set up/Amend a Direct Debit Outcome Required

Amend DD Cancel DD Set up DD

Council Tax Change of Circumstances Outcome Required

Change of household Change of name Change/Removal of exemption Moving in property Moving out property

Council Tax Cost Of Living Outcome Required

Advised to complete CTRS Claim General Advice Given Referred to Debt Team Referred to Third Party Agency

Council Tax Online Forms Outcome Required

Completed Form for Customer Explained Form Referred to Online Form Report of Broken/Offline Forms

Which Form? Required

Council Tax Landlord Enquiry Outcome Required

General Enquiry Portal Enquiry Student Exemptions Update to property

Council Tax Notification Of Death Outcome Required

Tell Us One (Not Received) First Report General advice

Council Tax Complaint Outcome Required

Complaint mitigated Formal Complaint Raised Referred to Online form

Outcome Required

Enquiry Type Required

Reminder 1 Reminder 2 Final Notice Arrangements Set up / amend a Direct Debit Summons Liability Order/14 day letter Enforcement Agents High Level Recovery e.g charging order General Advice Complaint Other Referred to phones

Recovery Outcome Required

Recovery Reminder 1 Outcome Required

Information Given Payment Taken

Recovery Reminder 2 Required

Information Given Payment Taken

Enquiry Type Required

Assigned Social Worker Early Help MASH

Childrens Trust Outcome Outcome Required

Contact Details Given Information Provided Referred to Website Transferred to Allocated Worker Transferred to MASH Transferred to Team

Enquiry Type Required

Annual Canvas Apply for Postal or Proxy Change of Circumstances Eligibility Enquiry ID Enquiry Polling Station Enquiry Postal Votes Checks Proof/Confirmation of Registration Proxy Vote Referred to phones Register to Vote Right to work checks Update Register/Unknown Resident Voting Enquiry

Elections Outcome Required

Call Back Required (Email) Call Transfer to Team Documents Received Email Sent Information Provided Referred to Website SMS Sent

Enquiry Type Required

Early Years General Enquiry Referred to phones SEN School Transport SEN/EHC Enquiry School Transport

Early Years Outcome Required

Childcare Provider Childcare Provider Rule Information Complaints about Provider Finding a Childcare Provider Funding a Childcare Provider Nursery Funding

Education General Enquiry Outcome Required

Advised Status of Application Booked Independent Mobility Assessment General Advice Information Provided for Appeal Referred to Website Transferred to Library

Education SEN School Transport Outcome Required

Advised Status of Application Application Made Booked Independent Mobility Assessment General Enquiry Information Provided for Appeal Referred to Website Transferred to Library

SEN/EHC Outcome Required

Advised Status of Application Application Made Booked Independent Mobility Assessment General Enquiry Information Provided for Appeal Referred to Website Transferred to Library

School Transport Outcome Required

Advised Status of Application Application Made Booked Independent Mobility Assessment General Enquiry Information Provided for Appeal Referred to Website Transferred to Library

Enquiry Type Required

Accumulations Bin left out/side waste Dogs Enforcement Letters Environmental Promotion Fixed Penalty Notice HMO reported Light Nuisance Litter Campaign Noise Odour Pests Radon Smoke Trollies

Environmental Query Outcome Required

Call transferred to service area Contact details given Entered in M3 Entered into Jigsaw Information Given Information Taken Referred to external agency Referred to website

Enquiry Type Required

Chasing Confirm land ownership Monitoring request Problem with online form Public awareness & education Referred to phones

Fly tipping Outcome Required

Contact details given Email sent on behalf of customer Information provided Referred online Transferred to department

Enquiry Type Required

Application Enquiry Existing Application General Information Referred to phones

Free School Meals Outcome Required

Referred to website Information Provided

Sub Service Area Required

Enquiry Type Required

Cancellation Enquiry Change to Subscription Payment Issue Renewal Enquiry Service Error - Multiple Sticker Chase Sticker Replacement/Missing Subscriptions Issued

Garden Waste Outcome Required

Call cack required Contact details given Email sent on behalf of customer Escalation Information given Referred online Transferred to department

Enquiry Type Required

Aviary Bowling Green Changing rooms Chasing Complaint about standard of maintenance Damaged Benches/Tables Grass cutting schedule/request Hanging Baskets Hard surfaces Litter Bin (Fix/Maintain) MUGAs/Outdoor Gyms Noticeboard/Signage Play park / open space upkeep Ponds Public toilets Report of overgrown Grass/Shrubs/ Hedges/Verges Responsibility for land Trees Weed spraying or treatment

Grounds Maintenance Outcome Required

Customer advised to await scheduled works Email sent on behalf of customer Information Provided Referred to Website Request Raised

Enquiry Type Required

Application Chase Application outcome & Appeals Assistance with Online Form Bidding Enquiry Change of Circumstances Chase Property Ready Documents Enquiry Medical Form completed by Advisor New Application Enquiry Other Referred to phones Supporting Documents Uploaded

Housing Application & Bidding Outcome Required

Advice Given Assisted with Online Form Booked Appointment Complaint Raised Documents Scanned Escalate to Service Team Leader Referred to Duty Officer for advice Signed Posted to Website Transferred to Officer

Enquiry Type Required

Bus Routes Dropped Kerb Existing Problem Update General Enquiry General Parking Query Land Registry New Issue Non Support (Trees/Pests) Parking Fines Permits/Licences Right of Way/Footpath Road Works Street Doctor

Highways Outcome Required

Contact Details Given Email sent on behalf of customer General Enquiry Information Provided Referred to Website Report Raised - Reference Provided Transferred to Team

Enquiry Type Required

Difficulty accessing the portal / login issues Request for application form (already online) Question about which licence is needed Chasing Request for fee information / payment issue Complaint about a licensed premises or person Enquiry about application progress / timescales Request for contact details of licensing officer Report of unlicensed activity General Advice

Outcome Required

Contact details provided for Licensing team Email sent on behalf of customer Referred to website Technical Support Transferred to Team

Enquiry Type Required

Accessibility Requests Book Renewals Digital Services Events & Activities Opening Hours & Locations Public PCs/Printing

Libraries Outcome Required

Book Renewal Call Back Requested Information provided Referred to Library Team Sign posted online

Enquiry Type Required

Enforcement Complaint Chase Existing Application Status General Enquiry Historic Planning File Request Land Charges Make an Enforcement Complaint Payments Planning Permission Application

Has the SLA passed? Required

Outcome Required

Web form filled in on behalf of Customer Advice Given

Outcome Required

Call Transferred to Service Area Contact Details Given Entered in System Information Given Information Taken Referred to external agency Referred to website

Outcome Required

Advice Given Helped Navigate Website Customer advised to email in query

Outcome Required

Copy of Planning Applications Copy of Planning Consents Custom Self Build Finance - Planning Agreement Planning Discharge of Conditions Planning - Pre Application Advice Planning Application Fee Upper Nene Valley Gravel Pits SPA

Enquiry Type Required

Birth Registration Certification of non Impediment Citizenship Ceremony Civil Partnership Civil Partnership Conversion Copy of Certificate Death Registration Family History General Enquiry Naming Ceremony Nationality Check Re-registration Vow renewal Wedding

Outcome Required

Certification Ordered Information Provided Contact Details Given Referred to Website Transferred to Team SMS Link Sent Email Sent

Enquiry Type Required

Appeal Existing Application - Co-Ordinated Existing Application - In Year General Enquiry New Application - Co-Ordinated New Application - In Year

School Admissions Outcome Required

Contact Details Given General Enquiry Information Provided Referred to Website Request Fulfilled Transferred to Team

Enquiry Type Required

Adults (Adult Social Care) Benefits Blue Badge Business Rates Children’s Services Council Tax Country Parks Elections Environmental Health Fly-tipping Foodbank General Enquiry Grounds Maintenance Homelessness Housing Applications Housing Benefits Housing Options Internal Services Land Charges Libraries Licensing NPH NPH Enquiry Notification of Death Other Parking Partners Planning/Building Control Registrations Roads and Highways Schools Trading Standards Visitor Waste and Recycling

Please specifiy other enquiry type Required

Face To Face Outcome Required

Appointment Booked Appointment Booked (Transferred) Checked In for Pre-Booked Appointment Completed Double Appointment Completed Single Appointment Contractor Customer Waiting – No Appointment Logged Document handed in Document handed out Documents checked and Verified Drop In Booked Escalated to Duty Officer Food Bank referral Food Parcel given Information Given Interview Keys New starter Professional visitor Referred to Self Service Computers Referred to Self Service Telephones Scanned/Copy Docs Signposted to External Organisation Staff Member Notified – Visitor Waiting Unable to Assist – No Further Action Work experience

Sub Service Area Required

Assisted Collection Bin Delivery/Replacement Bin Removal Bulky Collection Clinical Waste Collection Day Contamination Concern / Warning Extra Bin / Large Bin Flytipping HWRC Missed Bin Waste Disposal Guidance Wombles Request

Enquiry Type Required

Chase Up Escalation Information Request

Waste & Recyling Outcome Required

Email sent on behalf of customer Information Provided Referred to Website

Sub Service Area Required

Enquiry Type Required

Emergency Tree Work Non Urgent Tree Work Priority Tree Work

Trees (Northampton) Outcome Required

Case raised Referred to Website Information Provided Email sent on behalf of customer

Sub Service Type Required

Adults Children Emergency Planning General Enquiry Noise Nuisance Post Fire Repairs Trees

Repairs Enquiry Type Required

Carpenter Electrician Plumber

Out Of HoursOutcome Required

Booked a Repair Case raised Email sent on behalf of customer Information Provided Referred to Website

Other Service Area Required

Enquiry Type Required

Chasing General Advice Help completing a form Misrouted Enquiry Request for contact details Request for guidance/policy Request for service

Other Service Outcome Required

Case logged with service team Contact details provided Customer advised to await response Email sent on behalf of customer Form link provided Information provided Referred to relevant webpage Transferred to relevant team

Notes

Was this avoidable contact?

Avoidable contact reason Required

First contact resolution? Required

Please provide further details on why this was not first contact resolution? Required

Did you need to escalate this query? Required

Please provide any reference numbers relating to this enquiry Required

If there is no associated reference number please type 0