Orwell Customer Service – our year in numbers

The Customer Service Contact Centre are primarily your first point of contact at Orwell, and you can contact us regarding a wide range of enquiries and requests.

Posted by: | 17th December 2021
Customer Services

The Customer Service Contact Centre are primarily your first point of contact at Orwell, and you can contact us regarding a wide range of enquiries and requests.

 

Between January and November this year:

  • Incoming calls offered 32982 calls
  • We responded to 32162 (97.51%) of those calls
  • On average, it took us 11.45 seconds to respond
  • 820 calls were abandoned (average time customers abandoned calls is 1 minute 2 seconds)
  • 358 call back requests (this service is free of charge and calls are responded to within a maximum of 10 minutes.)
  • 14707 of the 32162 calls were regarding repairs
  • 8610 calls were regarding payment requests/enquiries
  • 1795 calls about housing
  • 709 calls about our care and support services
  • 7161 about anything else

Did you know you can contact us via phone, email, our website, or social media accounts? Whichever way you choose, we are always happy to assist you, so please do not hesitate to get in touch. 

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