Opposition councillors claimed Enfield Council’s customer services have “struck an iceberg” at a meeting on Wednesday evening.

The Conservative group proposed several measures to deal with complaints about the length of time the public have had to wait for council services, and the ease of use of the website.

They claimed members of the public contacting the call centre have had to wait up to 42 minutes in some instances to get through to an officer for assistance on matters such as paying council tax, and suggested measures like recruiting more staff and a full review of services.

This was rejected by 31 votes to 20, although Labour councillors admitted improvements will have to be made.

Cllr Jo Laban, who opened the debate, said the problems have been well-known and documented for months, including on social media.

In her speech, which drew applause from a busy public gallery, she said: “There have been complaints that when you log something online, nothing is done. It refers you back to the old site, then back to the new one, and no information provided.

“The queues downstairs are often out the door.

“There is a lack of customer awareness that excludes the many, most are never able to speak to a human being.

“How do you expect residents to contact the council if you take away the avenues through which they can do so.

 “People on a tight budget might not be able to stay on the phone that long, it is not a free telephone line.

“It seems we have struck an iceberg when it comes to customer care. We need to grab the issue by the hand now, not in six months’ time.”

In response, Cllr Derek Levy of the overview and scrutiny committee, which looks after the changes to customer services, said improvements are being made “but you don’t hear about things when they go well.”

He said: “We needed to look at the quality of our communications, the one to one communication with residents, which in my view were not as clear and explicit as they should be. If you address the cause you can better manage the effect. That work is ongoing and is not standalone.

“We have watched the amazing staff taking calls across the day with empathy and support. They say some calls take 42 minutes, others get through in 42 seconds.”

Cllr Dino Lemonides, cabinet member for finance and efficiency, added: “We have embarked on a transformation period, it is a big programme, so it is not really surprising given the efficiencies that bits of the car are falling off as we go.

“On the front desk, queues have been unacceptable and tempers have been frayed. This whole process is under constant review, and if we need more people in the call centres we will do that.”