Customer services standards

Our commitment to you - Ealing Council Customer Charter

This customer charter outlines what any customer can expect from us, describes our commitment to all customers and outlines the service standards in place.

When customers contact us Ealing Council staff will:


  • deal with customers in a polite, professional and courteous manner
  • respond quickly and efficiently in a clear manner to all enquiries
  • provide clear, helpful and up to date information about our services through accessible channels
  • encourage feedback and take account of comments made in order to improve service delivery
  • let customers know what will happen next, by when and by whom
  • treat all customers fairly and in the same way taking into account their race, gender, age, religion, sexual orientation or disability and ensure services are accessible through preferred options eg. website, telephone and face to face
  • let customers know if we are unable to deliver a service and offer alternatives/signpost to other service providers

Ealing Council's customer contact standards:


  • To acknowledge all email enquiries within two working days and respond fully to them within 10 working days
  • To ensure all telephone calls are answered within the council’s working hours of 9am to 5pm Monday to Friday and are not diverted to messaging services
  • To aim to answer all telephone calls within 30 seconds.
  • To ensure that when calls have to be diverted to voice mail and customers request a call back they are responded to within one working day
  • To respond to all letters within 10 working days.  If we are unable to respond to enquiries in this time, we will tell them who is dealing with the enquiry and when they can expect a response
  • To greet visitors to council offices and find out what they need within five minutes.
  • To acknowledge complaints within four working days and provide a full response with 10 working days

Pages in Customer services standards

  1. Introduction
  2. Customer service principles
  3. You are here: Our commitment to you - Ealing Council Customer Charter
  4. Customer services standards by service
  5. The best times to contact us