Service standards

Enquiries in writing - by post or by email

• We aim to answer letters and emails as quickly as possible, and within a maximum of twenty working days from the day following receipt.  
• If we are reliant on information from another source and it is not expected within that timescale, then we aim to keep you informed.

Exceptions:

• Where we specifically state that we are unable to enter into correspondence (for example, when inviting email responses to consultation documents).
• Where correspondence contains comments of a discriminatory nature. In line with the GLA’s Equalities Framework we believe that all employees should be treated with dignity and respect at all times. Staff are entitled to work in an environment free from abuse or harassment.
• Where correspondence is deemed to be vexatious or abusive.
• We do not respond to letters/emails copied to the Mayor, which are regarded as for information only.
• We do not respond to correspondence that is trying to sell or promote a product
• The GLA does not accept unsolicited job applications or C.V's. Details of our current vacancies are available in the Jobs section on this site.

Enquiries by telephone

Our office is open from 09.00 to 17:00 hours, Monday-Friday and closed on bank and public holidays for England.

• We aim to answer all calls within six rings.  
• We aim to answer 80% of all attempted calls
• We request that all invitations to the Mayor be made in writing
• We may also ask that requests for complex information, or detailed complaints, be made in writing, for cases where we are unable to address them over the phone
• Calls will not be transferred directly to the Mayor's Office, and we may ask that any request to speak with the Mayor be put in writing.
  
  

Please note that it may be necessary to close the phone line at certain times to allow for staff training/briefings and we will advise of this at the time of calling. We will however ensure that disruption to our service will be kept to a minimum.

Exceptions

• In line with the GLA’s Equalities Framework we believe that all employees should be treated with dignity and respect at all times. Staff are entitled to work in an environment free from abuse or harassment. If a member of staff feels threatened, intimidated or abused by comments made on the phone, then they are entitled to ask that the comments stop. If they feel that they are unable to resolve the situation then they will advise that the call will be terminated. Only after giving a warning will a call actually be terminated.
• Where a caller has been deemed to be vexatious
• If you have a comment or complaint about our telephone enquiry service because you feel that a member of staff has been unhelpful or discourteous, you can ask to speak to the Manager. The Manager will listen to what you have to say and take any appropriate action, as necessary.

Complaints

If you wish to make a complaint against the GLA or a member of GLA staff please see the information provided about our complaints procedure.