WAITING times for callers trying to speak to a person at Worcestershire’s one-stop hub for council services have almost tripled, according to new data.

Bosses at the Worcestershire Hub, who have been swamped with unprecedented demand in 2012, say callers have been stuck on the line for an average of 72 seconds before a response.

Figures showing the performance of the centre reveal a large increase in waiting times for the second half of the year.

During 2010/11 waiting times were 22 seconds, and in 2011/12 it was 27 seconds, but in 2012 it climbed steadily and June’s average was 50 seconds.

The September average was 72 seconds, the highest of the year, with 66,201 people attempting to get through to a call handler.

The figures come five months after the Worcester News revealed 81,000 calls went unanswered last year.

Rachel Hill, of the Worcestershire Hub Shared Service, said many of the problems were caused by six members of staff suddenly leaving in September.

Politicians said they speak to people who can’t get through at all.

Councillor Paul Denham, deputy leader of the Labour group, said: “I’ve had residents speak to me to say they can’t get through at all, and when they finally manage it they are told, ‘Give us a contact number and someone will ring you back’, and it never happens.

"That really leaves them not satisfied.”

Coun Geoff Williams said: “The staff at the Worcestershire Hub work really hard but it does seem that they lack resources and support, at times, to do the job as they would wish.”

Ms Hill said they were trying to address staffing problems by using a new talent pool system, where existing council staff were given a chance to transfer to the hub.

At the moment 47 people work there.

“We do recognise we’ve spent longer on call times, but we are taking action to improve the service. For example, we’re trying to push some enquires online,” she said.

“We are striving to pick it back up – who could have forecast six staff would leave in a month?”

Worries have also been expressed about the impact the economy is having on the increasing number of calls.

Coun Joy Squires said: “Things will get worse before they get better, and with the changes in benefits next year I wonder if we are prepared.

“We need to plan for what is coming.”