Please see my answers below.
How do you manage your Councillor Help Desk queries / work requests?
Ans: We encourage Councillors to lodge requests if they are doing on behalf of their constituents via their own online portal. By doing so we in return, have “SLAs” that we provide to the councillors for requests submitted via this way which includes initial response, completion time etc.
Are your Councillor queries handled in the same manner as other customers?
Ans: Correspondance with councillors is only via approved council employees (councillor and staff interaction policy), and there is SLAs which must be met for councillor submitted requests.
Are Customer & Councillor queries dealt with in the same or different time lines?
Ans: They are slightly different.
Online Customer Portal
Do you have an online Customer Portal, basically a ‘one stop shop’ where Customers can log in online and access their rent statements, list of repairs, infringements etc?
If you have one or are planning one, what software are you using?
Ans: Currently no but it is in development. Their personalised council portal.