We publish monthly contact data to be open and transparent about our service. We use this information to make decisions and improve your experience across all of our channels.
Housing Repairs Contact Centre customer engagement target
All calls answered: 95%
Call-backs: Cleared on the day received
Live Chat: Acknowledged within 90 seconds
WhatsApp and SMS: Acknowledged within 2 hours
Data from the previous day.
| Channel | Received | Answered | Target met | Average time to answer |
| Telephone | 462 | 95% | Yes | 1 minute, 2 seconds |
| Webchat | 22 | 100% | Yes | 10 seconds |
| SMS | 79 | 100% | Yes | 15 seconds |
| 286 | 100% | Yes | 12 seconds |
Damp, mould and condensation
Data from the previous day.
| Channel | Received | Answered | Target met | Average time to answer |
|---|---|---|---|---|
| Telephone | 1 | 100% | Yes | 6 seconds |
| Webchat | 3 | 100% | Yes | 59 seconds |
Housing repairs monthly telephony performance
| 2023/24 | % calls answered in under 2 min |
% abandoned |
|---|---|---|
| April 2024 | 85% | 3% |
| March 2024 | 80% | 4% |
| February 2024 | 83% | 2% |
| January 2024 | 75% | 5% |
| December 2023 | 80% | 4% |
| November 2023 | 81% | 4% |
| October 2023 | 87% | 6% |
| September 2023 | 83% | 7% |
| August 2023 | 77% | 7% |
| July 2023 | 88% | 3% |
| June 2023 | 81% | 4% |
| May 2023 | 93% | 4% |
| April 2023 | 81% | 4% |
Complaints performance
When something goes wrong, we will acknowledge the problem and take action to put things right.
We also record all complaints and use this information to improve our policies and services, so that the same problem doesn’t happen again. This data is a crucial way for us to know what we can do better in future.
It’s important to us to be open and transparent, so we publish a breakdown below of the types of complaints we have received recently, as well as our handling performance for complaints received over the previous year.
Case management previous month's performance
| 2024 | April |
|---|---|
| Orders completed by the in-house team | 5,338 |
| Cases | 280 |
| Closed within 10 working day | 84.6% |
| Trends |
|
Case management performance previous year
| Month | Cases handled | Resolved within 10 working days |
|---|---|---|
| April 2024 | 280 | 84.6% |
| March 2024 | 290 | 87.7% |
| February 2024 | 303 | 90.8% |
| January 2024 | 403 | 53% |
| December 2023 | 256 | 50% |
| November 2023 | 206 | 54% |
| October 2023 | 190 | 53% |
| September 2023 | 92 | 64% |
| August 2023 | 62 | 63% |
| July 2023 | 118 | 70% |
| June 2023 | 150 | 75% |
| May 2023 | 170 | 72% |
| April 2023 | 212 | 66% |
Open Data Camden
Open Data Camden is the place for the public, researchers and developers to access, analyse and share information about the borough. This includes data about our Better Homes Programme.