Service standards

We aim to provide a high quality service

For  Customers of Our Planning Service we seek to:

  • answer telephone calls within 4 rings and provide an answering service when the office is unmanned;
  • respond to voicemail and telephone messages within 24 hours;
  • respond to general letters, faxes and emails within 10 working days; 
  • advise whether planning permission is required in response to a written request within 20 days depending on the scale of the proposal;
  • encourage pre-application discussions and adopt a development team approach to large applications;
  • give the name of the planning officer dealing with your application and their direct line telephone number when acknowledging formal registration of the application;
  • visit the site of every application;
  • undertake negotiations if appropriate during the course of processing applications;
  • provide access to view current planning applications within 24 hours of receiving a request;
  • acknowledge letters of representation on planning applications, but will not be able to reply to any specific points or questions. This is due to the large number of planning applications and representations received.
  • make contact with the agent/applicant, at least once during the processing of an application (approximately at 4-5 weeks after registration);
  • make an initial response to enforcement complaints within 15 working days;
  • defend planning decisions of the council taken to appeal;  and 
  • set performance targets in consultation with planning user groups (representatives of our customers).

For our Building Control Customers we seek to:

  • discuss your project with you at any time whether plans have been deposited or not;
  • respond to letters within five working days;
  • answer telephones quickly and provide an answering service when the office is unmanned;
  • acknowledge receipt of your Building Regulation application with three working days;
  • check plans within 10 working days and provide you with a comprehensive list of observations;
  • approve 85% of Full Plans applications;
  • issue a formal decision on Full Plans applications within five weeks (or two months with your agreement);
  • visit your site on the same day if we are contacted before 10am;
  • issue a Completion Certificate when your project is complete; and 
  • if things go wrong we will deal with your complaints quickly and sympathetically.

Last reviewed: 05 - 10 - 2016

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