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.

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