Customer Care Standards
We want to put our customers at the centre of everything we do.
This is our promise to you:
- We will be welcoming and treat you with respect at all times
- We will be helpful, well informed and do our best to get it right for you first time
- We will use plain English, avoid jargon and provide interpretation when needed
- We will treat everyone fairly and equally and provide access for all
- We will always give our names and wear identification
- We will value your comments and feedback and use it to improve our services
- We will report to you on our performance against seven customer care standards
Our customer care standards are:
- We will answer the phone in five rings and respond to messages within one working day
- We will answer letters and emails within ten working days
- We will respond to your complaints within 15 working days
- We will answer information requests to info@hackney.gov.uk within two working days
- We will greet you within five minutes of coming into a Council reception
- We will be available to call for general enquiries in Hackney Service Centre from 8am to 8pm weekdays and 9am to 1pm on Saturdays
- We will ensure 24 hour secure online access at www.hackney.gov.uk to main Council transactions and to our complaints and comments process
Page updated: 24 Jan 2008