Your first point of contact 

Kathy, Customer Services Manager
Kathy, Customer Services Manager

Published Tuesday, 9th March 2021

Our Customer Service Team provides advice and support to approximately 15000 people a month by phone.

As our first point of contact, they deal with a wide range of enquiries relating to the hundreds of services we provide.

Over the last year, many of the calls have related to the pandemic, ranging from COVID-19 tests for businesses to financial support for residents. 

“Before the pandemic, many residents weren’t aware of the support they could get,” says James, one of our Customer Service Advisors. “It’s only now they’re reaching out and we really are changing people’s entire circumstances.”

“Being a Sutton resident, it means a lot to know that I’m potentially helping a neighbour. It’s been rewarding on a personal level, knowing that I’m changing someone’s day - maybe even their life.”

The Team has worked hard to keep the Reception open to those who need to visit in person.

photo of james and russel


“We’ve been able to assist our homeless and more vulnerable people on a face to face basis, ensuring they have somewhere and someone to turn to,” says Russel, Customer Service Advisor.

“We’re still seeing about 40 people a day coming in to visit the Civic Reception. I feel proud that we’ve managed to keep our doors open throughout the whole pandemic, especially as some other boroughs have been unable to.” 

For Kathy, Customer Services Manager, being there for residents - and colleagues - has been important. “It’s become much more obvious, in the last year, how much emotional support we’re offering to our customers every day.”

“It means a lot to me to be able to support other staff who are shielding and unable to come in, and to be able to keep our services running - we haven’t missed a beat.”

This is one of hundreds of services we provide in Sutton. But we are facing a big challenge. 

More than 70% of our budget goes towards caring for Sutton’s vulnerable adults and children. Following COVID-19, more people are needing our help, while the cost of services is increasing.

Find out how we plan to protect those needing our care and support Sutton’s recovery over the next 12 months.

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