UKGC Contact Centre Has Just 12 Agents, FOI Reveals
Data shows the regulator offers no live chat or social media support, relying on a small team for all public and industry contact.
A Freedom of Information request reveals the UK Gambling Commission's contact centre is staffed by only 12 agents. The regulator also confirmed it offers no live chat or social media support channels for consumers or licensees.
Article Content
A Freedom of Information (FOI) disclosure has revealed that the UK Gambling Commission (UKGC) operates its public-facing contact centre with a team of just 12 agents.
The data, released following a request concerning the regulator's technology contracts, also confirms the UKGC does not provide consumer support through modern channels like website live chat or social media integrations.
Why This Matters
As the primary regulatory body for gambling in Great Britain, the UKGC is a crucial point of contact for consumers with complaints, licensees with queries, and the public seeking information. The size and capability of its contact centre directly influence its accessibility and capacity to handle enquiries from across the country. This disclosure provides a rare glimpse into the scale of the regulator's direct support operations.
Key Findings from the Disclosure
A request dated 22 July 2025 sought details on the contracts underpinning the UKGC's contact centre and inbound call services. The response detailed two key agreements and provided operational statistics.
Staffing and Channels
- Agent Numbers: The Commission confirmed it has licences for 12 dedicated Contact Centre agents. These agents handle all inbound contact for an organisation with approximately 495 staff members.
- Contact Methods: The UKGC uses Microsoft 365 Exchange for email and a phone system. The response explicitly stated: "There is no website live chat or any integration with any social media apps."
- Infrastructure: The contact centre operates from a single site.
Contracts and Spending
The regulator's contact services are managed through two main suppliers:
-
Phoenix Software Limited: This contract, expiring on 30 December 2027, is for the UKGC's Microsoft 365 subscription. It has an average annual spend of £274,414. However, the UKGC noted that the contact centre component (Microsoft Teams Phone licences) is only a small part of this wider IT deal, and it was not possible to separate the specific cost.
-
Koris365: This supplier provides the overall network and telephony contract, including the 'Touchpoint' contact centre software manufactured by Enghouse. This agreement has an average annual spend of £14,947 and is due for review in September 2025 before its expiry on 5 December 2025.
The UKGC redacted the names and direct contact details of staff responsible for these contracts, citing data protection exemptions under Section 40(2) of the FOIA.
Significance for Consumers
The data indicates that consumers and industry stakeholders wanting to contact the UKGC are limited to traditional phone and email channels. The small team of 12 agents highlights the limited human resources dedicated to frontline public interaction for a regulator overseeing a multi-billion-pound industry.
While the technology in use is modern (Microsoft Teams Phone), the lack of channels like live chat, which are standard for most consumer-facing organisations, may present a barrier for those who prefer or require instant, text-based communication. The upcoming contract review in September 2025 for its core telephony service could present an opportunity for the Commission to reassess its public contact strategy.