Customer promise
Tower Hamlets Council is committed to good customer care and has
made a promise to deliver excellent customer services to everyone.
The customer promise is a contract between the council and its
customers, whichever service they use and however they choose to
contact us. It is supported by a series of ambitious standards,
which will be regularly monitored.
The customer promise was developed as part of the council’s
drive to put the customer first and deliver services that are
accessible to all. It sets standards for dealing with:
- visits to council reception areas
- replies to letters, faxes and emails
- telephone enquiries
The standards set in the customer promise ensure that everyone
is dealt with courteously, fairly and within set time limits.
Our customer promise
Our commitment to you:
- We will help you to contact us by publicising easy-to-remember
Service Hot Line phone numbers
- We will deal with you politely and with respect
- We will give you honest and clear advice about the services
available to you
- We will resolve your enquiry the first time that you ask us
to
- We will actively ask for and listen to your views on our
services
- We will always answer your telephone calls to our Service Hot
Lines
- We will give advice and information at our One Stop Shops on
all services provided by us and our partners
- We will respond to your e-mails when sent to our Service email
addresses by the next working day
- We will respond to your letters promptly and in plain
English
Our request of you:
- We will ask you to treat us politely and with
respect
- We will ask you to be patient when you contact us at our peak
busy times
- We will ask you to tell us when things go wrong so that we can
put them right
See how we
did from October-December 2011 (pdf, kb)
Further information
For more information on our customer promise please you can
email us at generalenquiries@towerhamlets.gov.uk
or contact the general information hotline on 020 7364 5020.
The hotline is available:
- Monday to Friday between 8am and 8pm
- Saturday 8am to 4pm
- Closed on Bank Holiday
Useful links