Councillor Jackie Meldrum, Lambeth’s deputy leader, is leading a drive aimed at improving services for the borough’s residents.

She spent a whirlwind week, timed to coincide with National Customer Service Week, visiting a variety of services offered by Lambeth.

“It has been a hectic few days, and I was very impressed by the dedication and commitment shown by frontline staff I met,” she commented.

Lambeth is launching a new set of service standards for Lambeth. “These new standards detail the type of service the people of Lambeth can expect from the council,” Councillor Meldrum explained. “Our customers are very important to us and deserve the best possible service”.

The standards promise that:

If you call one of Lambeth Council’s advertised telephone numbers they will:

  • aim to answer your call within five rings
  • divert their phone to a colleague or voicemail if they are unavailable
  • tell you the department and give you their name when they answer
  • return your phone calls within two working days or when you ask them to
  • provide a telephone help service if you are hard of hearing, deaf or speak a different language.

If you visit one of the Customer Centres we will:

  • welcome you and offer assistance to help
  • ensure all of their staff are wearing a name badge and can be easily identified
  • provide a pleasant, clean, tidy and safe reception area
  • direct you to the appropriate person or team
  • keep waiting times as short as possible for customers without an appointment
  • if you have an appointment with the council, they will see you within 20 minutes of your appointment time
  • ensure everyone can gain easy access to council services.

If you send them an email, website form or write to them, they will:

  • aim to acknowledge your correspondence within two working days and respond fully within 10 working days
  • update you on progress and advise you when they can respond if they are unable to respond in full
  • provide well-structured responses, using plain language responding to all the points raised.