Customer service standards

At the Royal Borough of Greenwich, we aim for excellence in all areas of service delivery. At the heart of this aim is a determination to put people first by empowering and listening to users, residents, customers and businesses.

Our customer values are:


We will greet you with a smile and treat you with courtesy, honesty and dignity.


We will give clear current information on services and how to obtain them.


We will respond to you within reasonable timescales as detailed in our published standards. We will enable you to compliment, comment on or complain about our services and we investigate your complaints.


We will respect all our customers as individuals and ensure good standards of service.


We will involve our customers when we plan changes or developments to services. We will encourage customers to access their personal records.


We care about the quality of service we offer you and will strive for continuous improvement.


We will treat people and customers fairly and not discriminate against anyone on the basis of age, sex, race, religion, disability or sexual orientation or where they live in Royal Greenwich. We will arrange the right type of help to enable you to communicate with us, for example, through a community language interpreter or by providing documents in large print or translated.

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