Contact Centre Performance

We aim to deliver high performance and value for money in the way we provide services to our residents. To do this, we measure our performance against a number of key performance indicators.

Southwark’s Customer Contact Centre

• We answered a total of 31,139 calls in August 2022 across all services
• Of these, we answered 84% of all calls received
• Of these, we answered 68% within 5 minutes 

Repairs

• Our Repairs service received 20,975 calls in August 2022
• Of these, we answered 90% of all calls received
• Of these, we answered 68% within 5 minutes

Environment and Leisure

• Our Environment and Leisure service received 10,109 calls in August 2022
• Of these, we answered 79% of all calls received
• Of these, we answered 75% within 5 minutes

Satisfaction

• In August 2022, 48.79% of customers who gave us feedback were satisfied with the service they received

Page last updated: 08 September 2022