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 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

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