Service Standards and PerformanceOur Service Standards
When you contact us you can expect:
- That your telephone call will be answered within 5 rings
- That if you visit our office you will be seen at our reception within 5 minutes
- That you will receive an initial response to your request or enquiry within 24 hours in all urgent cases (i.e. where there is an immediate risk to public safety or where evidence may
be lost if the matter does not receive immediate attention)
- That in all other cases you will receive an initial response to your request or enquiry within three working days
- That your letter will be answered within 7 working days
- That you will be dealt with professionally and courteously
- That you will be updated on progress of your issue at each stage that there is significant progress to report
- That where we are not able to help we will do our best to guide you on other courses of action that might be available to you
You can help us deal with your problem quickly and efficiently if you:
- Provide us with the evidence we need to take action
- Keep us advised of changes in circumstances
- Let us know exactly what you want
- Keep appointments
Complaints
If you are not happy with our service please telephone 020 7525 4260 and ask to speak to the Unit Manager. If you want to make a complaint you can write to The Business Manager at the contact address given below. We will acknowledge your complaint within three working days and undertake a full investigation, notifying you of the outcome within 10 working days.
New service standards, your views appreciated
We are currently updating our service standards and would appreciate your comments.
 Please download a draft copy of our service standards here (pdf 75kb)
To view the documents above, you will need Adobe Acrobat Reader on your computer. Download Adobe Acrobat Reader for free.
Our performance
We measure consumer and business satisfaction with our service, by asking consumers contacting our service and the businesses we contact, the following four questions
- How satisfied were you with our overall level of service?
- Did we give you information that was easy to understand?
- How informative did you find our staff?
- Did we treat you fairly at all times?
The responses are combined to give two performance measure indexes.
For the financial year 2007 to 2008 our results were
- Business satisfaction index 82%
- Consumer satisfaction index 86%
These are well above the minimum 50% standard set by the Department of Trade and Industry (DTI) and our internal standard of 75%.
Contact us
Southwark Trading Standards service
Tel: 020 7525 2000
Fax: 020 7525 5705
tradingstandards@southwark.gov.uk
The Chaplin Centre
Thurlow Street
London SE17 2DG
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