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: 82.8%
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 | 668 | 82.8% | No | 5 minutes 31 seconds |
| Webchat | 305 | 98.4% | Yes | 3 minutes |
| SMS | 51 | 88.2% | No | 1 hour 43 minutes |
| 136 | 100% | Yes | 31 minutes 9 seconds |
Housing repairs monthly telephony performance
| 2024/25 | % calls answered in under 2 min | % abandoned | |
|---|---|---|---|
| November 2025 | 82% | 13% | |
| October 2025 | 90% | 6% | |
| September 2025 | 98% | 1% | |
| August 2025 | 98% | 1% | |
| July 2025 | 98% | 1% | |
| June 2025 | 97% | 1% | |
| May 2025 | 96% | 1% | |
| April 2025 | 98% | 1% | |
| March 2025 | 94% | 2% | |
| February 2025 | 91% | 5% | |
| January 2025 | 84% | 5% | |
| December 2024 | 78% | 7% | |
| November 2024 | 83% | 3% |
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
| 2025 | November | |
|---|---|---|
| Orders completed by the in-house team | 5,516 | |
| Cases | 453 | |
| Closed within 10 working days | 92% | |
| Trends |
|
Case management performance previous year
| Month | Cases closed | Resolved within 10 working days | |
|---|---|---|---|
| November 2025 | 453 | 92% | |
| October 2025 | 414 | 98% | |
| September 2025 | 366 | 90% | |
| August 2025 | 260 | 93% | |
| July 2025 | 390 | 91% | |
| June 2025 | 378 | 82% | |
| May 2025 | 355 | 73% | |
| April 2025 | 394 | 76% | |
| March 2025 | 515 | 84% | |
| February 2025 | 500 | 76% | |
| January 2025 | 389 | 95.6% | |
| December 2024 | 406 | 84.5% | |
| November 2024 | 346 | 91% |
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.