Public Services Management Update: Cut-off point

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The Independent Online
The London borough of Brent is the worst council in England or Wales, according to a survey on responses to council tax inquiries conducted for Kable publishers. Telephone callers in Brent were kept waiting for 10 minutes and then cut off, and visitors found a two-hour queue of 170 people, leading to researchers giving them just 27 per cent satisfaction levels, compared with 45 per cent for the next worst, Waltham Forest, and 87 per cent for the best, Wolverhampton.