Hi Graham,
Nice call on that. Just a few pointers, anticipating subsequent posts...
The system they record incidents is known as 'National Incident Recording System', an acronym known as NIRS. When the incident is logged, ask for the NIRS number - the number can only be given once the incident is logged.
When they log the incident, within NIRS there is a prompt whereby they record that the incident reporter has requested feedback. They cannot / should not close the incident down until the feedback lozenge has been populated with an additional field being populated as to when & what feedback was given.
As you detailed Graham, I'd always take the NIRS number but as an additional check I would take the persons details who has taken the call. The call center was moved from the regions to a centralised office in Rotherham so I understand approx 8 years ago.
As for the free phone number David, your pretty much bang on if your calling from a mobile. As we all know, its 0800 807060 so is only free from land lines - I have never managed to find an alternative. I have contacted the EA a few times now asking them to ring me back - for the most my request was honored without objection, only once I had to get a bit adamant to get them to call me back.
The trickiest bit when reporting an incident is to give them an accurate location. NIRS principally works on addresses and/or national grid references - these two details are not exactly on the edge our tongue when we want to report info.
One final pointer & sorry to teach those to suck eggs an all that, given the above as well - the person who takes the call will be forwarding the incident onto respective Officers. These are responsible for actioning the incident details. Sometimes, by the time they have logged the incident, NIRS should (mostly) inform as to whom that Officer should be. That Officer is mainly responsible for seeing it through to resolution. As with all so called Public Servants, there are some good, dedicated individuals but then there are some that consider that monitoring of the environment can be undertaken from an office!
Cheers, Jon
PS just seen Will's post - apologies on any duplication