main content Our customer service standards

We strive to offer you a welcoming and professional service and deal with your enquiries as efficiently as we can.

Our customer promise is summarised in our customer service charter and our standards are explained below.

When you visit us, or we visit you:

a member of our team will greet you within 5 minutes of your arrival at any of our receptions
the person you have come to see will meet you within 10 minutes of your appointment time
we will show you our ID card when we visit you.

we aim to answer calls courteously within 3 rings
we will always try to answer your query straight away if we can
if we don’t know the answer to your question or the person you want is not available, we will take a message and get back to you within one working day
if you leave a message on an answerphone, we will call you back within one working day.

we aim to respond with a full answer as soon as possible, but ideally within 5 working days of receiving your letter
if we can't respond in full within 5 days, we will let you know we have received your letter and try to follow up with an answer within the next 5 working days
whatever happens, we will keep you informed
we will write in a clear, concise and easy to understand
way.

we will aim to send a full reply in less than 5 working days.
if the matter is urgent, we will respond faster
we will make sure that our departmental e-mail boxes are checked at least once a day during working hours.

Customer Service Centre

Telephone: 020 8464 3333
Fax: 020 8313 4707
email: csc@bromley.gov.uk

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