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Redbridge Council is committed to delivering excellent customer service.

Customer ServicesWe are here to serve you and we want to make sure that we give you a high standard of service.

Our Customer Service Standards will ensure that our customers receive consistently high standards of customer service and that all sections of our diverse community are able to access our services. It also explains what level of service you can expect from the Council when you contact us. Some service areas have produced their own standards relating to the particular service they provide.

The Customer service standard was developed as part of the council’s drive to put the customer first and deliver services that are accessible to all.

We are leading a more customer focused way of delivering services.

We aim to give the highest standard of customer care to all members of our community. These standards will help us to deliver a high level of service across the Council and it sets standards for dealing with customer contact through whichever way you wish to contact us. 

To make sure you can access our services when you need them you can contact us in range of ways:                  

  • telephone
  • face-to-face
  • letter
  • internet/email
  • fax

Rebridge's Customer Service Standards promise that:

  • we will provide quality services for everyone whatever their race, gender, disability, culture, religion, sexuality or age.
  • We will treat customers with respect and always offer a friendly, polite service.
  • We welcome and listen to commetns, compliments and complaints and follow the Council's corporate complaints procedure. 

Contact us by telephone

The Customer Contact Centre is the main telephone service for Redbridge Council and can be contacted to access all Council services on 020 8554 5000. You can get clear and straightforward information about our services. The telephone lines are open from 8:30am to 6:00pm Monday to Friday.

When you visit our offices

  • we will aim to provide a polite, welcoming and efficient service, resolving your enquiry first time wherever possible
  • we will ensure that everyone is treated with respect and in a professional manner
  • ensure that staff members are smart and presentable and wear name badges
  • aim to deal with your enquiry in 15 minutes but at busy times you may need to wait longer, however we will tell you how long it is likely to be before are seen.
  • do all we reasonably can to make sure everyone can use all of our services;
  • provide interpreting facilities for non english speaking customers
  • ensure access for disabled people to our buildings

If you write to us we will

  • acknowledge receipt of your correspondence
  • reply to you in 10 working days of receipt
  • if we cannot answer you fully within 10 working days we will contact you and tell you why and who is dealing with your query and when you can expect a full response

Online Services - when you visit our website Redbridge i

  • we will make it easy for customers to find the services they want online
  • we will make sure that customers can make payments, fill in forms and get up to date information on line on all Council services
  • you can comment or complain about a service online
  • Online information and web pages will be regularly checked and updated.

If you make a complaint

  • we will acknowledge your complaint in 2 working days and inform you who will be dealing with your complaint.
  • we will respond to a Step 1 complaint in 10 working days
  • we will respond to a Step 2 complaint in 20 working days
  • if we cannot answer your complaint within the timescales provided we will contact you and tell you why and when you can expect a full response.
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