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Corporate report

Environment Agency customer service commitment

This service commitment lets you know what you should expect from the Environment Agency.

Updates to this page

From:
Environment Agency
Published:
15 July 2016
Last updated:
10 June 2026
Show all updates

  1. Updated the Environment Agency service standards section. We now acknowledge a general enquiry or complaint and provide a response within 20 working days but complex cases may take longer.

  2. Updated the section 'What they expect from you'. Added a new section 'Managing unacceptable and unreasonable customer behaviour'. Removed the section 'What the Environment Agency does' and linked to 'About us'.

  3. Removed the section 'Other ways to report environmental incidents'.

  4. Added a link on how to make a Freedom of Information request.

  5. Minor word updates to Environment Agency service standards

  6. Updated section 5 'Environment Agency service standards' with aim to acknowledge complaints within 3 working days. Updated section 6 'Responding to environmental incidents' to use information provided to enable targeted compliance, regulation and enforcement.

  7. New section - how the Environment Agency responds to incidents

  8. Updated the teams response time in our service standard information.

  9. Removed section 7 - how we have performed

  10. A position statement 'Managing unacceptable customer behaviour' has been added.

  11. First published.

Applies to England

Documents

Environment Agency customer service commitment

HTML

Details

It sets out the commitment to its customers around what they can expect regarding:

  • service standards
  • customer service promise

It also explains how we manage unacceptable and unreasonable customer behaviour.

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