This page includes information on:
CUSTOMER CHARTER
Introduction
The Trading Standards Service is committed to providing the highest quality service for our customers and to constantly improve and review the service.
The Service is run on a consortium partnership basis between Brent and Harrow, and is based in Willesden.
We enforce over forty consumer protection statutes, numerous regulations, European directives and codes of practice.
In ensuring that you receive the best possible service we set out clearly our customer’s charter, detailing what you can expect from us.
This leaflet spells out our commitment to make public our key service standards for 2008/2009.
These are not comprehensive but indicative of our service.
The Service also publishes an annual report of the work carried out each financial year, an explanatory leaflet on our duties and various legal guidance notes for traders.
We also carry out customer surveys regularly to check on how you think we measure up to these standards.
Overall aim and objective of the Service
Service Policy Statement
The Trading Standards Service Policy Statement is "The Trading Standards Service for the London Boroughs of Brent and Harrow aims to provide its customers with the
highest quality of service in support of the Council's commitment to serve the community".
Service Aim
The overall aim of the Trading Standards Service is "to ensure a safe, fair and equitable trading environment
exists for consumers and commerce alike." This aim will be achieved by enforcement of the legislation assigned to the
Service, carried out with due regard to our policy statement and within the terms of our overall objectives.
Service Priorities
These have been set following consultation with our stakeholders and customers.
National Priorities: -
- Informed Confident Consumers.
- Informed Successful Businesses.
- Enforcement of a Fair and Safe Trading Environment.
- Efficient, Effective and Improving Trading Standards services.
Local priorities: -
- Investigation and speedy resolution of consumer complaints.
- Advice to traders and consumers.
- Inspection of relevant trade premises to achive compliance.
- Partnership working with other organisations.
- Promotion of these objectives to the community.
- Verification of trade equipment.
- Warning and prosecuting offenders where appropriate.
Service Standards
We will:
Undertake a programme of routine inspection of trade premises based on risk assessment;
Offer preventative advice to businesses within the consortium;
Work with business and other agencies to achieve our objectives;
Provide an initial response to business enquiries within two working days and a written response if requested within ten working days;
Carry out verification tests of metrology equipment within ten working days of request;
Investigate all relevant criminal complaints;
Contact all complainants within two working days of receipt of complaint and keep them informed of progress on unresolved issues on a monthly basis;
Answer all calls within 15 seconds;
Provide self help advice wherever possible for civil law enquiries;
Institute court proceedings where necessary;
Before instituting proceedings satisfy ourselves that all aspects of our prosecution policy have been fully considered.
If we owe you money pay valid invoices within 28 days of receipt;
Be helpful, courteous and deal with you in a friendly manner.
Key Performance Measures
We will aim, within twelve months, to:
Carry out inspection visits to all high risk premises.
Investigate all requests for action-6500.
Answer all telephone calls within 5 rings.
Report detectable crime at a rate of approximately 135 cases.
Advise industry wherever necessary.
Customer Feedback Results 2007-2008
Here are some of the results of our annual survey carried out to our local consumers and traders:
Customer Surver
95% of our customers felt it was very/fairly easy to make initial contact with us.
83% of our customers felt we were able to give them the advice they required.
88% of our customers were very/fairly satisfied with our overall level of service.
Trader Surver
100% of our traders felt it was very/fairly easy to make initial contact with us.
99% of our traders felt that our officers explained fully the purpose of their visit.
99% of our traders found our officers courteous and polite at all times.
93% of our traders found our staff very/fairly informative.
For full survey results please contact us.
Complaints (about this Service)
The Service has a formal complaint system to deal with any dissatisfaction that may arise with any part of our work.
This includes two stages of appeal right up to the top of the Council.
Our aim is to never give cause for complaint, but if we do, we will deal with it speedily and courteously. Details of our complaints procedures are available on request.
London Boroughs of Brent and Harrow, Trading Standards
Service,
Quality House, 249 Willesden Lane, London, NW2 5JH
Telephone: (020) 8937 5555 (Answerphone Out of Normal Hours):
(020) 8937 5555
Fax: (020) 8937 5544
Minicom: (020) 8937 5525
Internet World Wide Web
http://www.tradingstandards.gov.uk/brent&harrow/
Electronic Mail: trading.standards@brent.gov.uk
Copyright © Brent and Harrow Trading Standards Service - June 2008
