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Customer Service Standards


The City of London is dedicated to the continuous improvement of the public services we deliver. Through our Customer Service Standards we aim to help residents better understand the length of time it takes requested services to be delivered.

Customer Service Standards are expressed in business days which can be calculated as the working days Monday through Friday, not including weekends or public holidays. Standards that are mandated by a Provincial Act are displayed as regular calendar days.

  • Phone: All callers who dial 519-661-CITY (2489) during business hours can navigate a detailed menu outlining various City departments and services. Voicemails will be returned within two business days to acknowledge receipt of the call.
     
  • Email: All emails will be acknowledged within two business days. An automatic response will be activated by individuals who are out of office and may be activated by specific departments.

Additional service level standards are outlined below. 

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  • Applications (Building, Charity, Development, Lottery)

    City Clerk's Office:

    • Length of time to process raffle lottery licence event applications: 5 business days after complete application is received at office
       
    • Length of time to process charitable organization eligibility reviews: 15 business days after complete submission is received at office
       
    • Length of time to respond to freedom of information requests: 30 calendar days, consistent with Municipal Freedom of Information and Protection of Privacy Act

    Development and Compliance Services:

  • Committees and Council

    City Clerk's Office:

    • Length of time to post Committee and Council videos online: 2 business days after the end of meeting
       
    • Length of time to post Committee Reports online: 4 business days after the end of meeting


    Development and Compliance Services:

    • Length of time to get on the agenda for the Committee of Adjustment: 1 to 3 months
       
    • Length of time to get on the agenda of the Design Review Panel after a pre-application meeting: 2 to 3 months
  • Facilities
    • Length of time to respond to failures that create minor issues for the facility and its users: 5 business days
       
    • Length of time to respond to system failure that significantly affects the facility and the service that it provides: 1 business day
       
    • Length of time to respond to system failure or safety hazard that affects a facility with a potential of shutting down the entire facility: immediate response
  • Fire Services
    • Length of time to process property inspection requests made by owner/property manager for fire code compliance: 2 business days
       
    • Length of time to process property inspection requests made by fire related complaint: 2 business days
  • Grass Cutting
    • Length of time to cut grass to a level of 8 centimeters in neighbourhood parks: every 10 to 14 business days, weather permitting
       
    • Length of time to cut grass to a level of 8 centimeters along urban roadsides: every 14 to 20 business days, weather permitting
  • Planning Services

    Community Improvement Plans:

    • Length of time to process applications for Downtown, Old East Village, Hamilton Road Area, and South of Horton (SoHo): 2 weeks
       
    • Length of time to process applications for Airport Area, Brownfield, Heritage and Industrial Lands: 1 to 4 months, depending on the complexity of the situation

    Planning Applications:

    • Length of time to complete pre-application consultation: 10 to 14 business days
       
    • Length of time to process requests to amend the Zoning By-law: 150 calendar days between the date of acceptance of a completed application and the date of the Council decision, consistent with Planning Act timelines
       
    • Length of time to process requests to amend the Official Plan: 210 calendar days between the date of acceptance of a completed application and the date of the Council decision, consistent with Planning Act timelines
  • Provincial Offences Administration
    • Length of time to receive outcome of court proceedings: 3 business days
       
    • Length of time to receive transcripts after receipt of payment: 60 business days
  • Roads and Transportation
  • Social Services (Ontario Works)

    As established by the Ontario Works Act, Regulation 134/98

    Applying for Assistance:

    • Length of time to receive an appointment: booked as early as 2 business days from initial contact
       
    • Length of time to determine eligibility: 10 business days from the date of appointment
       
    • Length of time to receive a Notice of Decision: 4 business days if all required information has been submitted

    Appealing a Decision:

    • Length of time to request an internal review: submit within 30 calendar days of receiving the Notice of Decision
       
    • Length of time to receive internal review decision: issued within 30 calendar days of receipt of internal review request
       
    • Length of time to appeal to the Social benefits Tribunal: submit to the Tribunal within 30 calendar days of the internal review decision


    Payments:

    • Monthly payments are cashable or deposited on the last business day of the month
       
    • Length of time to replace lost cheques: 4 business days after the mailing date of the original cheque
  • Solid Waste (Garbage, Recycling, Yard Waste)

    The collection requirements for municipal garbage, recyclables and yard materials are governed by the Waste Management By-Law (WM-12)

    • Length of time to collect missed garbage and recycling that meets collection requirements/instructions: same day if reported before 12:00 PM (Noon) on collection day, otherwise the following business day
       
    • Length of time to replace Blue Boxes and garbage containers damaged by collection crews or snow plows: 3 business days
       
    • For more information: Collection Calendars, Recycle Coach (What Goes Where?), Garbage, Recycling and Yard Materials
  • Spectrum Recreation Programs
    • Length of time to process Recreation program registrations, withdrawals and modifications: 2 business days
       
    • Length of time to announce Recreation program changes (e.g. date, time or location) or cancellations: 5 business days before the start of the program whenever possible
       
    • Length of time to announce sports field or baseball diamond closures: by 3:00 PM on the day of the closure
       
    • For more information: City of London Recreation Website
  • Street Lights and Traffic Signals

    The maintenance requirements of the City's street lights are governed by the Municipal Act, 2001, Ontario Regulation 239/02, Minimum Maintenance Standards for Municipal Highways

  • Subsidies (Childcare, Housing)

    Child Care Fee Subsidy:

    • Length of time to review Child Care Fee Subsidy applications for eligibility: within 30 calendar days of receipt
       
    • Length of time to process Child Care Fee Subsidy appeals: within 5 business days of receipt


    Housing: As established by the Housing Services Act, Regulation 298/01

    • Length of time to process special priority social housing applications: 7 business days
       
    • Length of time to process normal to urgent social housing applications: up to 90 business days
       
    • Due to high demand for subsidized housing the wait time for placement cannot be approximated
  • Trees

    Tree By-law Permits:

    • Length of time to process tree removal applications: 2 to 3 weeks after complete application is submitted
       
    • Processing time can increase to 4 to 6 weeks after storm events and during peak season (May to September) due to the increase in submissions
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