Customer Service Standards

Development Service - Customer Service Standards

 
We are committed to delivering excellent service to all our customers. This page sets out the minimum customer service standards for our teams as well as local service delivery standards.  These underpin the Corporate Customer Care Standards here
 
Development Management (Planning) will:

• Determine planning applications within statutory targets or agreed timescales
• Provide Pre application advice responses within agreed timescales
• Respond to Householder Development Questionnaires within 10 working days
• Check planning applications and pre applications (validated / invalidated) within 5 working days
• Answer the Planning Information phone line on 01225 394041 (Option 5) between 9:00am (9:30am Wednesday) and 5:00pm (4:30 Friday) Monday to Friday

Planning Policy and Environment will:

• Respond to written queries on planning policy issues within 10 working days
• During consultations, acknowledge receipt of representations within 5 working days
• Provide feedback to customers from consultation exercises within agreed timescales after each stage in the preparation of a planning policy document
• Ensure that the start and end dates of forthcoming consultations are publicised widely at least two weeks in advance of commencement
• Encourage customers to respond to consultations using the on-line consultation system (target 80%)
• Achieve 70% customer satisfaction level

Building Control will:

• Offer a free pre-application consultancy service providing specialist advice on all building regulation design aspects for our customers
• Acknowledge receipt of all building regulation applications within 5 working days
• Aim to carryout an initial technical appraisal of ‘full plans’ building regulation applications within 15 working days (target 90%)
• Determine all ‘full plans’ building regulation applications within the statutory time limits of 5 weeks or 2 months (with agreement)
• Provide a prompt and efficient service for inspections of work in progress which can be programmed to customer requirements
• Carry out a same day site inspection service if notified before 10:00am that day
• Aim to inspect the same day regardless of when notified, if circumstances permit
• Issue Completion Certificates and/or Fire Safety Certificates on all satisfactorily completed projects within 5 working days of inspection
• Achieve 95% customer satisfaction level

Public Safety matters:

• Offer a 24 hour, 365 day emergency service on all dangerous buildings and structures reported to the Council
• Carry out an initial assessment of all reported dangerous structures within 2 hours
 

How are we doing?

Development Management 2016/17

Development Management survey conducted August 2016 received 87 respondents
Overall satisfaction – 69% of our customers are satisfied with the service we provide rising to 75% satisfaction when respondents who received an application refusal are removed (target 70%)
Staff attitude – 94% of customers found our staff to be friendly, polite and respectful (target 100%)
Treated fairly – 80% of customers felt they were treated fairly (target 100%)
Professionalism – 81% of customers felt that our staff were professional and knowledgeable (target 100%)
Information – 50% of customers felt they were kept informed about progress of their application (target 70%)
Timeliness – 56% of customer felt their application and queries were dealt with promptly (target 70%)
Delivery – 89% of customers felt the reasons for application decisions were clear and understandable (target 70%)

Additional Development Management Service Standards: (1st April 2016 - 31st March 2017)
84% of Major planning applications determined within timescale (target 50%)
81% of Minor planning applications determined within timescale (target 65%)
85% of Other planning applications determined within timescale e.g. listed buildings (target 80%)
87% of applications validated within 5 working days (target 75%)
74% of Pre application advice responses issued within timescale (target 75%)
91% of HDQ responses issued within 10 working days (target 75%)
Planning applications approved 2213 (91%) / refused – 227 (9%)

Planning Policy and Environment 2016/17

The Planning Policy survey was conducted in October 2016 and received 25 respondents
Overall Satisfaction - 67% of our customers are satisfied overall with the services we provide (target 80%)
Staff Attitude - 66% of customers found our staff to be friendly, polite and understood their needs (target 100%)
Treated fairly - 60% of customers felt that they were treated fairly (target 100%)
Professionalism - 64% of customers felt that staff were professional and knowledgeable (target 100%)
Information - 65% of customers felt that they were kept informed about progress and were given accurate and complete information (target 80%)
Timeliness - 60% of customers agreed that the service responded to and dealt with the issue within expected timescales (target 80%)
Delivery – 70% of customers agreed that we delivered what was promised and dealt with any problems that arose (target 90%)

Building Control 2016/17

Overall Satisfaction - 99% of our customers are satisfied overall with the services we provide (target 95%)
Staff Attitude - 98% of customers found our staff to be friendly, polite and understood their needs (target 100%)
Treated fairly - 98% of customers felt that they were treated fairly (target 100%)
Professionalism - 98% of customers felt that staff were professional and knowledgeable (target 100%)
Information - 96 % of customers felt that they were kept informed about progress and were given accurate and complete information (target 95%)
Timeliness - 98% of customers agreed that the service responded to and dealt with the issue within expected timescales (target 95%)
Delivery – 98% of customers agreed that we delivered what was promised and dealt with any problems that arose (target 95%)

Additional Building Control Service Standards:
90% of building regulation application plans checked and responded to within 15 working days in 2015/16 (target 90%)
100% of building regulation applications dealt with within the statutory 5 week or 2 month time limit in 2015/16 (target 100%)
84% of building regulation applications submitted electronically in 2016/17
100% of Land Charge searches dealt with in 10 days (target 95%)

 

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