REFER
| Dear Mervelee Myers,Southwark Council is currently reviewing the customer experience for residents and businesses when engaging with the council and its services.To help us achieve this, we have commissioned Thinks Insight & Strategy, an independent research company, to undertake customer research on our behalf.We are getting in contact with you today to invite you to share your views by completing a short survey, exploring your experiences, expectations and needs when engaging with Southwark Council services. The survey is designed to last no more than 15 minutes.All survey responses will be handled and processed by Thinks Insight and its partner Teamsearch Market Research. Thinks Insight and Strategy are accredited members of the Market Research Society (MRS), and the research will be carried out in line with the MRS Code of Conduct. Southwark Council will not know that you have taken part.We hope that you will be able to share your views by completing this survey.To take part, please click here: https://survey.euro.confirmit.com/wix/p191739161675.aspx?__sid__=oyZ9YR2X3BiIVicuQF5bGklRW56afC6WxQj8mbSlmeUA8otziw6SJ7HH27K4QqujQ60VV0opglrvXwc9MdYTLQ2. Please note, this link is unique to you and can only be used once.(La encuesta está disponible en español.)As a thank you, all unique (and confidential) codes from finished surveys will be entered into a free prize draw for the opportunity to win one of five prizes of £100.If you have any questions, please get in touch with the Thinks team by emailing us on southwarkcustomerresearch@thinksinsight.com or calling 020 7845 5880.You can visit the Southwark Council website for more details at https://www.southwark.gov.uk/community-updates/2025/our-customer-experience-survey-coming-soon or get in touch with our contact centre via 020 7525 5000.Thank you in advance for your participation.Yours sincerely,Customer Experience Project Team Southwark CouncilUnsubscribe from these emails | |
Thank you very much for your interest in taking part in this survey.
Your opinion matters and will be used by Southwark Council to update their customer experience strategy.
The survey is designed to last no more than 15 minutes. All survey responses will be handled and processed by Thinks Insight and its partner Teamsearch Market Research. Thinks Insight and Strategy are accredited members of the Market Research Society (MRS), and the research will be carried out in line with the MRS Code of Conduct. Southwark Council will not know that you have taken part.
At the end of the survey, you will be able to opt into a free prize draw for the opportunity to win one of five prizes of £100.
Please press the next button to begin!
The next button will show once you have ticked the box above
Our customer experience survey is coming soon
We’re carrying out an online survey to help shape our customer experience strategy. Find out how you can take part.
From 3 March 2025 we’ll be sending out emails with a link to our customer experience survey. If you receive one, we would be grateful if you take part and complete the survey.
The survey is an opportunity for you, as a local resident, to tell us in complete confidence what it has been like for you to access council services.
This will inform our new strategy and make sure that:
- our residents’ concerns around customer experience are addressed
- no resident feels excluded from accessing council services
We are working with Thinks Strategy and Insight, an independent research agency to carry out the survey. It will be hosted by Teamsearch.
None of your identifying details will be passed on to Southwark Council officers or any other organisation unless you say that you want to be contacted in the future.
Other ways to have your say
Your feedback is key to making improvements in the borough. We have a number of consultations and surveys running now. You can take part in them through our consultation hub.
Date
24 February 2025
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Page last updated: 28 February 2025
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Thank you very much for taking the time to answer the survey, your responses have been very useful.
Finally, are you happy for your name to be entered into the prize draw? As a reminder, you could win one of five £100 cash prizes.
If you opt in to being entered into the prize draw:
- Your name and email address will be shared with Thinks Insight & Strategy by TeamSearch, for the purposes of being contacted about the cash prize if you win the draw.
- Your name and email address will not be shared with Southwark Council.
- Your survey responses will remain strictly anonymous. This means that Thinks Insight & Strategy and Southwark Council will not be able to identify how you personally answered the survey.
- Thinks Insight & Strategy will only recontact you about the prize draw in the next 6 months.
Your personal contact derails will be kept securely in line with UK GDPR and the Market Research Society Code of Conduct to be used only for the purposes of contacting you about the prize draw. Your data will not be passed on to any third parties. Thinks Insight & Strategy’s privacy policy can be found here: https://www.thinksinsight.com/privacy
Yes – I consent to be recontacted by Thinks Insight and Strategy about the prize draw if I win a cash prize
No – I do not want to be entered into the prize draw
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Thank you for contacting the Southwark Learning and Development Team.
We understand that you will have questions from time to time about your account, course attendance, password reset, etc. However, due to the high volume of queries we receive on a daily basis, we are not able to reply to all individual emails.
Therefore, we have created some frequently asked questions (FAQs) below to help you find an immediate solution to the most common queries we receive. Please note that if your email is related to any of the questions below, you will not receive a reply to your email.
We aim to respond to all queries, not related to the FAQs, within 72 hours.
Frequently asked questions
I get the message “Invalid login, please try again” when I’m trying to log in to My Learning Source. Can you reset my password?
Refer to the table below to find the right solution for your type of account:
| Type of account | Solution |
| Existing Southwark permanent employee, agency staff, partner organisation member, student, trainer or other | Your username is your Southwark email address as entered on the Employee Self-Service (ESS/SAP). You can reset your password by clicking on “Forgotten your username or password?” on the log in screen. Contact support@learningpool.com or call 0845 074 4114 for further support. |
| New Southwark permanent employee | Note that your account will be automatically created up to 5 working days after your start date. Your username is your Southwark email address as entered on the Employee Self-Service (ESS/SAP). On your first log in, use password Welcome1 (case sensitive). You will then be prompted to change this to your own. |
| New agency staff, partner organisations, students, trainers and others | You must first submit a new account request form. 1. Click on “Create new account/Support” on the log in page2. Click on “Create new account”3. Fill the form in full4. Confirm your email address via the email sent to you The Learning and Development Team will review your form and aim to respond within 72 hours. |
How do I access an online course via Zoom or Teams?
Most training courses are now delivered online and you must sign up to a session in order to receive a link to the training. The link is created and emailed to learners in advance via the training provider (for external courses). For internal training, the link may come from the trainer or the Learning and Development Team. We recommend not using the Citrix environment for online courses. You can test your Teams access here. The “Waiting for others to join…” screen indicates that a real call would work normally.
Can I cancel a course?
Yes. You can do this by:
1. Logging on to My Learning Source
2. Clicking on “My Learning” and on “Record of Learning” (or searching for the course title)
3. Clicking on the course you want to cancel
4. Selecting “Cancel booking” next to the date you signed up to
Course cancellations must be done by the learner. Please note that if you cancel less than 7 days before the learning takes place or fail to attend, you will be charged a penalty fee, even if the course is free.
Can I book a training room in Tooley Street on the Ground Floor?
The Learning and Development team manage bookings for the training rooms on the Ground Floor of Tooley Street (GO1A, GO1B, GO1C, GO6 and G11).
In certain circumstances, you can book one of our rooms:
· For after 17.00 – this may require a risk assessment
· Within the next two weeks and providing no other training is planned by the L&D Team at that time
· For internal training and providing no other training is planned by the L&D Team at that time
Before you contact us, you will need to check the room availability on Resource Scheduler and then email learning@southwark.gov.uk with the following information:
· Name that the booking is to be made under (someone who will be the contact point)
· Date and times
· Reservation Title and type of meeting
· Number of attendees and whether any of them are external
· Set up style
Why can’t I fill an evaluation form?
Courses are set up so that you must complete the training to access the evaluation form. If you have attended a session, your completion status will be updated once the trainer has updated the attendance list. If you have completed an e-learning module, make sure that all sections have been done and there is a tick alongside its name on the course page.
How do I change my manager on my profile?
Refer to the table below to find the right solution for your type of account:
| Type of account | Solution |
| Southwark permanent employee | The manager information is what your service has provided the Human Resources (HR) Team and is on ESS/SAP. You or your manager will need to confirm any changes with HR directly: HR@southwark.gov.uk Your My Learning Source profile will then be updated within 48 hours. |
| Agency staff, partner organisations, students, trainers and others | 1. Log in to My Learning Source2. Click on the profile icon at the top right  3. Hover over “Preferences” and select “Edit profile”4. Scroll down to “Extra Profile Information”5. Change your manager name and email |
You can find more information about My Learning Source in the Help Centre.
Kind regards,
Southwark Council Learning and Development
The email you received and any files transmitted with it are confidential, may be covered by legal and/or professional privilege and are intended solely for the use of the individual or entity to whom they are addressed.
If you have received this in error please notify us immediately.
If you are not the intended recipient of the email or the person responsible for delivering it to them you may not copy it, forward it or otherwise use it for any purpose or disclose its contents to any other person. To do so may be unlawful.
Where opinions are expressed in the email they are not necessarily those of Southwark Council and Southwark Council is not responsible for any changes made to the message after it has been sent.
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We are experiencing high volume of emails coming into the court with a reduced administrative resource. Please do not send multiple requests, as we are currently unable to deal with them. Please limit your correspondence to urgent matters only or documents for hearings. Most general queries can be answered by checking the gov.uk website.
If you are getting in touch about an upcoming hearing date or urgent matters, we will reply as soon as we can.
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Please send hard copy trial bundles to the court which complies with the requirements of Rule 39.5 Civil Procedure Rules and Practice Direction 31 paragraph 27. If emailing a trial bundle, please make sure the order relating to the hearing allows for an online bundle and that the bundle complies with CPR 32 in the Practice Direction, paragraph 27.
SENDING EMAILS TO THE COURT
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If you have already sent documents to the court by post, please do not resend the documents by email.
There is guidance on what the court can accept by email at the following website: https://www.justice.gov.uk/courts/email-guidance%23canfile.
The court will not print any attachments exceeding 25 pages (50 single side) in accordance with Practice Direction 5B.
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If your email does not comply with the guidance therein, it will not be processed.
COUNTER
Please be aware, the counter is open for appointments, which should be booked by contacting the court by email at the email address below appointments.clerkenwellandshoreditch.countycourt@justice.gov.uk
APPOINTMENTS ARE STRICTLY FOR THE BELOW CRITERIA:
· Stay of Eviction
· Injunction – ex-parte ONLY
· Swearing Statutory Declarations (PE2 / PE3 ONLY)
· Swearing Affidavits (to be sworn by Proper Court Officer ONLY & with a County Court Case Number)
· Non-molestation Order
· IPO (Interim Possession Order)
· Trespass (Persons Unknows ONLY)
· Administrative Orders (ONLY if the applicant has a County Court Judgement)
Any other correspondence which falls outside of the above, should be left in the drop box which is located outside the main entrance
HOW DO I CONTACT BAILIFFS?
Email address: possessions@justice.gov.uk
Phone number: 0300 123 5577
GENERAL
ISSUING A CLAIM FOR MONEY OR POSSESSION OF PROPERTY – MCOL & PCOL
If you would like to issue a claim for money or property you can do so 24 hours a day, 7 days a week by visiting:
You may be able to save £30 by issuing a claim for possession of property online rather than sending it to the court.
The fees for issuing a money claim are also cheaper, with savings ranging from £10 to £105 depending on the sum you are claiming.
LEGAL ADVICE:
Please be aware that HM Court Service staff are not legally trained and must remain neutral at all times. They cannot examine documents and give an opinion on their contents or upon any aspect of a case. It is the responsibility of the parties to ensure that they file the correct documents in the correct format. It is for you to find out the options available to you and, where necessary, seek independent legal advice. It is for you to decide what options to take and to ensure you understand the implications of that option.
WEBSITE LINKS
What to expect coming to a court or tribunal – GOV.UK (www.gov.uk)
Here is how HMCTS uses personal data about you
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