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Public Liaison Unit service standards

Our correspondence service standards

You can contact us in writing at:

Public Liaison Unit
Greater London Authority
City Hall
The Queen's Walk
More London
London SE1 2AA

Fax: 020 7983 4057
Email: mayor@london.gov.uk

  • We aim to answer letters within twenty working days from the day following receipt
  • We aim to answer emails within 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 that are 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 on our website.

Our telephone service standards

You can also contact us by phone:
Telephone: 020 7983 4100
Minicom: 020 7983 4458

  • Our office will be open from 09.00 to 17:00 hours, Monday-Friday. We aim to answer all calls within six rings
  • We aim to answer 80% of all attempted calls
  • If you have requested information to be sent to you in the post over the phone, then we will send this out to you within three working days, where the information is available
  • Calls will not be transferred directly to the Mayor’s Office and any request requiring a response must be made 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 Supervisor. The Supervisor will listen to what you have to say and take any appropriate action, as necessary.

Complaints

The GLA has a formal corporate complaints procedure under which we will investigate any expression of dissatisfaction with the standard of service provided by a member of GLA staff, or as part of the Authority’s general service delivery. You may also use it to make a comment on general policies, which will be treated as regular correspondence and responded to as such. See How was our service?, the corporate complaints procedure.

From May 2008 the GLA Standards Committee is responsible for considering complaints that a GLA Member may have breached its Code of Conduct. Any such complaints are dealt with via a separate procedure - see Complaints about Members of the GLA.

The Greater London Authority does not have operational responsibility for the services provided by the Metropolitan Police Authority, London Fire and Emergency Planning Authority, Transport for London or the London Development Agency. Any complaints or comment on their services should be directed to their contact points, listed on the GLA Group page.

 

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