London Borough of Croydon

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Customer service standards

Welcome

We are happy to share our Customer Service Charter with you. At Croydon Council, we aim to give the highest standard of customer care to all members of our diverse community. We are committed to providing quality services which meet our customers' needs. We are always improving our services and the ways you can access them. Our customer care approach and standards are outlined within this Charter. We will update it regularly and welcome your comments on our Charter and performance.

Geoff Wellard
Head of Customer Services

We will always offer a welcoming and professional service

  • We will treat you fairly, delivering services without prejudice or bias, respecting your confidentiality and the trust you put in us
  • We will communicate with you clearly and make it easy for you to communicate with us
  • We will consult you regularly, welcome your involvement and act on your feedback wherever possible
  • We will review and publish our service standards annually and be accountable for our performance
  • We publish updates on our services and performance in Croydon Reports and on the council website.    

Handling your enquiries

  • We aim to resolve 80 per cent of your general enquiries when you first contact us
  • We will only refer your enquiry to another named member of staff should this be absolutely necessary
  • We will make sure you know who is handling your enquiry at all times
  • We will tell you who is dealing with your specific enquiry and how long it is expected to take
  • We will contact you when we promise to
  • We will advertise the availability of our services

When you phone us

  • We aim to answer at least 80 per cent of calls within 20 seconds

When you write to us

  • Should you require a written response to an enquiry we will acknowledge it and keep you informed of progress if we cannot send a full response within 10 working days. When your enquiry is electronic, involves one service area only and needs no research, we will respond within five working days
  • We will automatically acknowledge receipt of email enquiries sent to contact.thecouncil@croydon.gov.uk

Personal visits

  • Our reception areas will provide services that are easy for all our customers to access
  • When you visit us we aim to provide an appointment for any general enquiry within five working days and to see you within five minutes of the time agreed
  • We will show you council identification when visiting your home or premises

Concerns and complaints

  • We aim to respond promptly to any concerns you raise about our service
  • If we make a mistake we will apologise and do our best to put things right
  • We will respond to complaints according to our published policies

To help us, please will you

  • Provide us with the information we need to help you
  • Inform us of any changes in your personal circumstances which may affect any services that we provide to you
  • Let us know if you are unable to attend any appointment on time
  • Tell us if we have not delivered a service to your satisfaction, and also when we have exceeded your expectations
  • Support and respect our staff so they can serve you well

Contacting Croydon Council

  • General Enquiries 020 8726 6000
  • Housing 020 8726 6100
  • Environment Reporting 020 8726 6200
  • Registration Services 020 8726 6300
  • Children, Youth, Families and Schools 020 8726 6400
  • Social Services for Adults 020 8726 6500
  • Business Advice and Council Partners 020 8726 6600
  • Life in the Community 020 8726 6700
  • Planning and Building Control 020 8726 6800
  • Leisure and Continuing Education 020 8726 6900
  • Revenue and Benefits 020 8726 7000
  • Streets and Transport 020 8726 7100
  • e mail: contact.thecouncil@croydon.gov.uk
  • Minicom: 020 8760 5797
  • Contacting Croydon Council card 

Would another format help?

If you require information in a different language or format, eg large print, audiotape or Braille, please ask at reception.

Contact Details

Contact name
Customer Service Development Team
Telephone
020 8604 7124
Email
service.review@croydon.gov.uk
Address
5th Floor Taberner House,
Park Lane,
Croydon, CR9 3JS

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