Here to Help

The Council is running a change programme designed to improve the experience that our customers have when they contact us. Our residents have told us that although they currently receive good customer service from us there are ways in which we can improve.

The vision behind the programme is, whenever possible, to allow our customers to do business with us at a time and in a way that suits them. We plan to put customers first in everything we do.

There are four key elements involved:

1. A new integrated Customer Service Centre at the Town Hall, which means that customers will now be able to carry out all their business on the ground floor rather than having to navigate themselves around the building
2. Easily identifiable contact lines for customers who want to telephone us. We have 14 contact lines each linked to a range of related services so that the customer can easily find who they need to speak to See Contact us - key phone lines
3. We make a public commitment describing the quality of service we want our customers to experience and we will be monitoring and reporting on our performance as outlined below.
4. Our customer service staff receive comprehensive training so they can do the best possible job of helping you.

We are here to help and want to ensure that our contact arrangements are designed with the customer in mind. For more information or to tell us what you think email heretohelp@rbkc.gov.uk.

Residents Panel consultation survey results

In May 2005 we surveyed members of our Residents' Panel to see how they wanted to contact the Council. Download and print Results of the Contacting the Council [PDF file] (File size 177Kb)

Here to help: Our Commitment to You

Our customer service standards make it easier for you to contact us. As part of the Improving the Customer Experience Programme, the standards are outlined in the publication Here to Help: Our Commitment to You.

Download and print Here to Help: Our Commitment to You [PDF file] (File size 538Kb).

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