Customer services

Customer access

There are a number of ways to make general enquiries about council services in Tower Hamlets:

• Call us on a service specific Hotline (if you know which service you wish to talk to us about) or use our general enquiries hotline on 020 7364 5020
• Email generalenquiries@towerhamlets.gov.uk
• Visit Tower Hamlets One Stop Shops

The general enquiries hotline is available 6 days a week, and provides information and support on all of the council’s services.

The One Stop Shops are open 6 days a week at various locations in Tower Hamlets (see links below).

Tower Hamlets council’s One Stop Shops offer face-to-face contact and provide information and support with accessing all of the council's services. The most popular services are housing and council tax benefits, housing provided by Tower Hamlets Homes, council tax, social services and parking.

Both the hotline and the shops are staffed by customer care professionals who aim to put the needs of the customers first and provide advice on, or solutions to, enquiries about council services.

The general enquiries hotline is available at these times:

• Monday to Friday between 8am and 8pm
• Saturday 8am to 4pm
• Closed on Bank Holidays

There are 4 One Stop Shops:

• South Poplar
• Bethnal Green
• Bow and North Poplar
• Stepney and Wapping

Our opening times are:

• Monday to Friday between 9am and 5pm
• Saturday 9am to 1pm (Bethnal Green and Stepney & Wapping One Stop Shops only)
• Closed on Bank Holidays

For further information contact:

Mulberry Place

5 Clove Crescent

London E14 2BG

Show map

Tel: 020 7364 5020
Email: generalenquiries@towerhamlets.gov.uk

Please see One Stop Shops for more information.

Our customer promise

Tower Hamlets council is committed to good customer care and has made a promise to all the people of the East End to deliver excellent customer services.

Drawn up in response to demands from residents, 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.

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.