SARA Goodhead of City of York Council advises us that callers to the action line can get through quickly. My experience contradicts that.

I have been ringing 551551 for the last two days because I have a query. What you get is a recorded message telling you that the lines are busy and advising you to try again after 3pm. My last call was at 6.45pm and the message is still "try again after 3pm" - it's laughable.

Of course there is the option of leaving a message but I want to talk to somebody, as in the good old days when the council switchboard put you through to the relevant department.

I was unhappy when my bank transferred its call centre to India but at least you can get personal service with them, unlike what is now being offered by the council.

Paul Gledhill,

Acomb Wood Close,

Woodthorpe, York.

Updated: 10:53 Friday, October 14, 2005