Customer Care

At Lambeth, we believe that the needs of our customers should always come first. All parts of the council are expected to 'put people first'.

This page shows how we approach customer care, what you can do if you don't think we are up to scratch and how you can give us your views of our service.

Customer Care Standards

We have introduced a new set of customer care standards that cover things such as how quickly we should answer the phone or reply to your letters. The key standards are:

• We aim to serve 80 per cent of customers that visit our Brixton and Gracefield Gardens Customer Centres within 20 minutes.
• If you email our Housing Team, we aim to respond within 10 working days. For all other emails, we aim to respond by the end of the working day.
• We will always progress your enquiry or complaint.
• You will always be given a warm and enthusiastic welcome.
• We will always check that you are satisfied with the service we provided.
• All of our staff are fully trained, customer service professionals - we will help you with any council enquiry, complaint or suggestion.
• We will provide you with up-to-date information about your enquiry or complaint whenever you ask us.
• We will always be sensitive to your needs and do our best to ensure that you can make the best use of our service.

If you feel we are not keeping to the above standards please let us know by either making a comment or complaint about the service you have received.