Surrey Heath Borough Council
Surrey Heath Borough Council is the local authority responsible for providing services and governance within the borough of Surrey Heath, located in north-west Surrey, England.
Based at Surrey Heath House in Camberley, the council manages a wide range of local functions, including housing, planning, waste and recycling, environmental health, licensing, and the administration of council tax.
Challenge
The council’s call centre was receiving thousands of service requests each month, covering diverse areas such as housing, corporate services, enforcement, and leisure.
Calls needed to be:
- Logged quickly and accurately.
- Categorised into the correct service areas.
- Triaged to the right enforcement or service team.
- Tracked to completion, with visibility across multiple departments.
- Available for reporting and analysis and multi levels.
The legacy system was slow, inflexible, and required heavy IT involvement whenever changes were needed. This often led to delays, backlogs, and frustrated residents waiting for resolutions.
Solution
Hoth collaborated closely with the council to design and deploy a modern call centre portal that streamlined the entire case management process.
- Proof of Concept (PoC) – Hoth spent time on-site with the council’s teams, mapping their workflows and validating key pain points.
- Collaborative Design – Using real call handling scenarios, Hoth created a tailored prototype that demonstrated how service requests could be logged, categorised, and triaged within seconds.
- Empowering the Customer – Rather than locking the council into a rigid system, Hoth provided a toolset and framework that allowed the council to configure and expand the system themselves. This meant new categories, workflows, and case types could be added without external consultancy.
The result was the Call Centre Portal – a dashboard-driven system enabling service requests to be logged, tracked, and resolved across departments.
Results
Key outcomes achieved:
- Approximately 650 new cases logged weekly with minimal handling time.
- Over 5,000 cases managed with clear visibility across departments in the first 2 months.
- Self-service system management – council staff can now configure their own categories, workflows, and escalation paths without waiting on IT or external vendors.
- Improved resident satisfaction due to faster, more transparent resolution of issues.
- Greater and faster access to data, allowing managed response to demand.
Why Hoth?
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Deep understanding of council processes.
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Hands-on engagement during discovery and proof of concept.
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Flexible technology built to empower the customer.
- Proven ability to scale across departments and services.
Talk to us today for more information on how Hoth can help your organisation.
Simply click on the link below to schedule a call with one of our team members.
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