Midlothian Council

Reviews about Midlothian Council

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  M M Review added: 2018.03.28

  ★ ★ ☆ ☆ ☆
  the council has been quite good at responding to previous incidents to be fair but i have needed to contact the council on 4 different occasions about a new issue i reported at the start of the month. I had left various messages requesting a call-back - all to no avail.
  
  when i could wait no longer, i called in again, but the council's automated voice recognition system wouldn't advance my query unless i specified what department i needed. BUT, it just routes you through to a general enquiry call centre anyway which is a complete waste of time because the call centre doesn't recognise the council website generated reference number when a new incident is raised, so unless you go through the entire validation process (again), they can’t help.
  
  there then ensued ANOTHER long wait in ANOTHER queue just to speak to someone in the right team who then wasn't able to find the website generated reference number again, so i needed to go through all the identity validation questions once more.
  
  sorry Midlothian council, your people are fine but your 'systems' are totally ineffective and need an urgent review. it must be causing a lot of frustration for many other midlothian citizens and not just me.
  
  this sorry episode took over 30 minutes just to get to speak to someone in the right department who wasn't able to help me because the database wasn't able to locate the system generated reference number, so i was no further forward at the end of the call.
  
  it's half an hour of my life i'll never get back.

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