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 make sure that we show you our ID card
  when we visit you

When you phone us:

• 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

When you write to us:

• we aim to respond with a full answer as soon as
• possible, but ideally within 5 working days of
• receiving your letter.
• if this is not possible, 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.

When you e-mail us:

• 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.

Contact

Customer Service Centre

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