City Hall Service Standards

This page details how we manage your correspondence with the Mayor and City Hall.

Enquiries in writing

We aim to respond to written communication as quickly as possible and within 20 working days.

However, please note that we may not reply to correspondence we consider:

  • is addressed to another party and where the Mayor has been copied-in for information only
  • contains comments that do not require a response e.g. an opinion or a reaction or point of view which does not ask a specific question
  • includes unsolicited job applications or CVs (details of our current vacancies are available in the Jobs section on our website)
  • is trying to sell or market a product
  • to be vexatious or contains abusive or discriminatory language (see our vexatious policy)

In addition, we will not respond where we specifically state that we are unable to enter into correspondence (for example, when inviting responses to consultation documents).

If you have written to request the release of information under the Freedom of Information Act (FoIA) or Environmental Information Regulations (EIR), please take this message as confirmation your request has been received. We will aim to provide a response within the statutory 20 working day deadline.

Do you keep any of my personal data when I write in?

Please see the GLA’s privacy policy for information on how we use personal data, and your rights under the Data Protection Act.

Enquiries by telephone

The Mayor’s Public Liaison Unit is open from 9am to 5pm Monday-Friday, and closed on bank and public holidays for England.

Standards:

  • 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. We will however ensure that disruption to our service will be kept to a minimum.

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.

Discrimination and Equalities

The Greater London Authority (GLA) is committed to promoting equality of opportunity and diversity in London, as well as challenging discrimination. 

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.

This applies to email and telephone correspondence. If a member of staff feels threatened, intimidated or abused by comments, then they are entitled to ask that the comments stop.

If they feel that they are unable to resolve a situation on the telephone then they will advise that the call will be terminated. Only after giving a warning will a call actually be terminated.

If you feel that you have been discriminated against by the GLA, or a person or body acting on behalf of the GLA, you should make your complaint as outlined on our How can I make a complaint about a member of City Hall staff section of this page.

You may also want to contact the Equality and Human Rights Commission for help and advice.