Our standards
When we receive a written comment (letter, email, fax, text message) from you:
- we'll give you a full response, or let you know how we are dealing with the matter, within 10 working days
- we'll tell you who is dealing with the matter and tell you their name, direct line telephone number and in which part of the Royal Borough of Greenwich they work
- we'll write to you in a way that is easy to understand and use languages other than English when appropriate. We will arrange for a reply in Braille, large print or audio when requested
- if it is not possible to deal with the matter within 10 working days, we'll tell you when you can expect to hear from us and keep you informed of any changes
- we'll inform you when the request has been fulfilled
When we answer the telephone:
- we'll answer within 5 rings
- we'll greet you in a friendly manner, giving our name and section
- if the person you wish to contact is not available temporarily and you leave a message, someone will contact you as soon as possible for an urgent matter, and within 2 working days on all other matters
- we'll only transfer your call if we are sure who to transfer the call to. Otherwise we will arrange to call you back
- we only transfer your call to a phone answered by voice mail with your prior agreement
When you visit any of our buildings:
- we aim to speak to you within 20 minutes of your arrival or appointment, but if we do not, we will let you know when you can be seen and explain the reason.
Our reception areas will:
- be clearly signposted
- have helpful and welcoming staff wearing name badges
- be clean and tidy
- have information about key council services in a range of different languages
- offer interpreters and ensure they are available if booked in advance
- have a free internal phone and access to a minicom or other appropriate means of communication in main reception areas
- provide facilities that will allow confidentiality when talking to staff
- cater for the needs of visiting children and babies as far as possible
When we visit your home or business:
- we'll make appointments wherever possible
- we'll normally identify ourselves as council employees or contractors with a name badge
- when we arrive, we'll explain who we are and the purpose of our visit
- we'll be polite, courteous and conduct our business efficiently
- we'll let you know what will happen next as a result of our visit
- we'll provide you with an opportunity to give us feedback on our service