Merton Council

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Environment and Regeneration Customer Charters

Customer charter

This summary describes the minimum service standards that you can expect from the Environment and Regeneration Department.

Our standards

  1. Council offices:
    Are open to the public during published opening hours. Visit the Civic Centre information web page for further information.

    The council’s reuse and recycling centres:
    Are open 8.00am to 4.00pm, seven days a week for cars. The centres are closed on Christmas Day, Boxing Day and New Years Day. For residents in vans and with trailers, there will be no access into the centres:
    • From 1.00pm on Saturdays.
    • All day on Sundays.
    • All bank holidays.
  2. Staff in public offices or visiting your home will identify themselves by clearly displaying their identification card.
  3. Staff will promote a positive image of the council.
  4. Staff will be courteous and respectful, and show commitment to improving customer service in their attitude and approach.
  5. Staff will take responsibility for ensuring you reach the most appropriate contact.
  6. Staff will not make promises they cannot keep.
  7. Staff will avoid unnecessary jargon, use plain English whenever possible, and ensure you understand information they are providing.
  8. Customer focus is a key priority for all our staff.
  9. We welcome your complaints, compliments, comments and suggestions, and will respond within published timescales.

Applying our Standards

Whenever and however you contact us, staff will apply our standards.

Contacting us in person:

Staff will wear an identification card. You should not have to wait more than 30 minutes in the Civic Centre reception area before your enquiry is dealt with.

Contacting us on the telephone:

We will answer 85% of calls within five rings and 95% within ten rings. The staff member who answers your call will take responsibility for resolving your enquiry. If you leave a message on an answering machine or with a staff member, you will be contacted by the end of the next working day, unless you have been advised of a different timescale.

Contacting us by letter:

We will reply to your letter within 15 working days. The reply you receive will avoid using jargon and include contact details for any further enquiries.

Contacting us by email:

We will reply to your email within 15 working days, unless you receive an ‘out of office’ notification to your email advising that the staff member is unavailable. The notification will include contact details for urgent enquiries and a date when the staff member will be available to reply. When the staff member replies to your email they will avoid using jargon and include contact details for any further enquiries.

Contacting us with a complaint:

If you write to us with a complaint (by letter or email), separate timescales may apply. Please visit our Comments, Compliments and Complaints web page for more information.

Below is a list of additional standards that you can expect from the Environment and Regeneration Department:

Your environment

We will:

  • Remove fly-tips from the public highway, within 24 working hours, once it has been reported to us.
  • Remove abandoned vehicles on the public highway, once it has been reported to us.
  • Continue to provide a range of services which allows the public to recycle as much domestic rubbish as possible.
  • Actively promote that environment crime such as fly-tipping, graffiti and litter will not be tolerated in Merton.
  • Remove racist/offensive graffiti within 48 hours once it is reported to us. (If this type of graffiti is reported during the working day the response time is a lot less).
  • Remove graffiti on street furniture, owned by the council for example, street name plat within 5 working days.
  • Remove graffiti on private properties/small business, within 10 working days once it has been reported to us.


We will:

  • Make a decision on 60% of major planning applications within 13 weeks;
  • Make a decision on 65% of minor planning applications within 8 weeks;
  • Make a decision on 80% of other planning applications within 8 weeks
  • Check all building notice submissions within 20 working days of receiving them and tell you if the plans do not comply with the building regulations (or if we need any more information).

Play areas

We will:

  • Ensure all new play areas are accessible to all;Use recycled materials where possible in construction of new facilities;
  • Consult with Friends and Stakeholder groups prior to major installations;
  • Provide notice boards in all play areas, where we will display contact and emergency numbers and general conditions of use, and
  • Make sure our contractors work safely and considerately to reduce inconvenience to you when using our play areas

See also

Contact us

Business Support Team
Environment and Regeneration
12th Floor, Merton Civic Centre
Morden, SM4 5DX

Tel: 020 8545 3155 or 020 8545 3167

This page was last updated on Wednesday 7 October 2015

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