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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 36,769 calls in February 2021 across all services
  • Of these, we answered 66% within two minutes
  • Our target is to answer 70% of our calls within two minutes


  • Our repairs service answered 19,741 of calls offered
  • Of these, 66% were answered within two minutes

Environment and Leisure

  • Our Environment and Leisure service answered 10,856 of calls offered
  • Of these 69% were answered within two minutes


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

Page last updated: 13 April 2021

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