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.

The Contact Centre is open 24 hours a day, 7 days a week

Southwark’s Customer Contact Centre

  • We answered a total of 35,317 calls in March 2022 across all services
  • Of these, we answered 91% of all calls received
  • Of these, we answered 66% within 2 minutes 

Repairs

  • Our Repairs service received 24,853 calls in March 2022
  • Of these, we answered 92% of all calls received
  • Of these, we answered 62% within two minutes

Environment and Leisure

  • Our Environment and Leisure service received 8,353 calls in March 2022
  • Of these, we answered 89% of all calls received
  • Of these, we answered 82% within two minutes

Satisfaction

  • In March 2022, 48% of customers who gave us feedback were satisfied with the service they received

Page last updated: 26 April 2022

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