Contact Centre Performance

We aim to deliver high performace 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.

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Southwark’s Customer Contact Centre

  • We answered a total of 38,519 calls in January 2020 across all services
  • Of these, we answered 41% within two minutes
  • Our target is to answer 70% of our calls within two minutes


  • Our repairs service answered 26,444 of calls offered
  • Of these, 44% were answered  within two minutes

Environment and Leisure

  • Our Environment and Leisure service answered 10,713 of calls offered
  • Of these 34% were answered within two minutes


  • In January 2020, 98% of customers who gave us feedback were satisfied with the service they received

Page last updated: 04 February 2020