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 39,523 calls in May 2019 across all services
  • Of these, we answered 69% within two minutes
  • Our target is to answer 70% of our calls within two minutes


  • Our repairs service answered 18,076 of calls offered
  • Of these, 66% were answered  within two minutes

Environment and Leisure

  • Our Environment and Leisure service answered 14,940 of calls offered
  • Of these 70% were answered within two minutes


  • In May 2019, 95% of customers who gave us feedback were satisfied with the service they received

Page last updated: 06 June 2019