Review into Council's unanswered resident emails demanded

Review into Devon County Council's emails urged

A review has been demanded to find out how many emails sent to a Devon council from residents have been left unread and unanswered.

With five main public-facing general email boxes for residents and customers to contact Devon County Council, it is unclear how many emails remain unread or unanswered.

Councillor Alan Connett (Liberal Democrat, Exminster and Haldon) raised the issue at the council’s cabinet meeting (Wednesday 13 November), and urged an investigation be carried out.

“Will the Council order an urgent and rapid audit of its general service email boxes to understand how many outstanding emails from residents and customers have been left unread and unanswered?,” he said.

Councillor Andrew Saywell (Conservative, Torrington Rural), the cabinet member who oversees digital transformation, said it had been agreed that the council would undertake a review of customer and resident service email boxes.

“The scope and brief for this review will be agreed in conjunction with Devon Assurance Partnership [which carries out audits for councils],” he said.

Cllr Connett also asked what the standard was that the council adhered to in terms of how often the general email boxes are checked, and therefore how quickly responses were sent.

Cllr Saywell acknowledged that there were standards but that these were currently being reviewed.