Customer services standards


Ealing Council’s customer service strategy outlines the council’s approach to customer service, providing staff with a set of core principles which they should follow for all customer transactions.

Ultimately our aim is for all services to provide our customers with an outstanding customer experience.

The strategy outlines aspirations to transform the way we deliver services to our customers. With the support of digital tools and technology, we will be looking at customer journeys across the organisation, removing manual processes and providing a positive customer experience.

The strategy illustrates the channels customers will have available to them to access services and what they can expect from the council.

The strategy was approved by the council’s cabinet in September 2017 and is valid until 2020/21. This strategy is closely aligned with the Digital Strategy which was launched in March 2017.