Customer care standard

What you can expect when you call us

• We will answer the phone as quickly as possible
• The person answering the phone will give you their name and department
• We will be polite, friendly and helpful
• If we can’t help you immediately we will offer to call you back by the next working day
• If we need to transfer your call we will give you the name and number of the person we are transferring you to
• When transferring your call we will pass on your name and details of your query so that you do not have to repeat yourself
• If the person we try to transfer you to is not available we will offer to take a message
• We will respond to voicemail messages within one working day

What you can expect when you email us

• If you email a general service email address you will receive an automatic reply so you know we have received it
• If you email a member of staff they will confirm receipt within two working days 
• When a member of staff replies they will give you their name, title, department, telephone number and work address
• We will send a full reply within ten working days or an explanation of any delays with a new date for a full reply
• We will write to you clearly and in plain English 
• If the staff member you email is away you will receive an automatic reply giving their return date and the name and number of an alternative contact

What you can expect when you write to us

• We will reply to you in full within ten working days
• If it is going to take longer than ten days the reply will explain why and provide a date for the full reply
• We will write to you clearly and in plain English
• We will avoid complicated terms and jargon 
• The reply will give the name, title, department, telephone number and work address of the person dealing with your query

What you can expect when we visit you

• We will telephone you before the visit to confirm the arrangements 
• Visiting staff will always show you their Islington Council name badge 
• We will explain the reason for the visit and ask permission before entering the property
• We will be polite and respectful of all residents
• If we need to cancel the visit we will let you know as far in advance as possible and re-arrange another visit

What you can expect when you visit us

• Our reception areas will be clean and tidy and accessible to all customers 
• We will display clear and accurate signage, including opening hours 
• Staff will wear Islington Council name badges and be polite, friendly and helpful 
• We will see you as quickly as possible but if there is a wait we will keep you updated and explain any delays 
• We will regularly review information in receptions to ensure it is up to date

What you can expect when you complain to us

• We will respect your right to complain, be polite, friendly and helpful
• If we can we will try to resolve your complaint informally
• We will acknowledge your complaint within three working days
• We will send a full response to stage one complaints (the first stage of our two-stage process) within 10 working days*.

*Complaints regarding Adult Social Services and Children’s services have different timescales, for more details see our complaints process.