Residents of the London Borough of Hounslow make use of a variety of services that are offered by the council. Our offices throughout the borough receive over 150,000 visits every year.
Each year we receive over 5 million telephone calls of which 240,000 are answered by our dedicated call centres in the environment department, Hounslow Homes, the adult access team and revenues and benefits.
The internet is becoming a preferred method of contact and on average more than 3,000 people log onto our website and download information about our services every day.
Our residents and our customers are entitled to receive a service that is effective, cost efficient, professional and of a consistently high standard. That means ensuring staff are competent, able and well trained to answer a whole range of questions that arise in the day-to-day business of the council.
We acknowledge that we will not always get it right – we receive 3,000 complaints every year. It is our ambition that we listen to the feedback we receive and do our best to ensure that you have no need to complain.
The Hounslow Plan puts our residents at the heart of what we do. Over the coming years we will strive to improve the service we offer. We will provide you with more choice about the way you access our information and services, for example, making greater use of self-service and developing our internet, making services available 24 hours a day, 7 days a week.