Customer Charter

We will: - 

1. Be available between 9.00am – 5.00pm Monday to Friday, excluding Bank Holidays or other official holidays.
2. Answer telephones promptly during the working day and if the appropriate officer is not immediately available a voice mail facility is provided.
3. Staff will be identified by name in both correspondence or when answering the telephone.
4. All correspondence will be answered where possible within 5 working days, within ten working days following an acknowledgement when additional research is required.
5. Pre-application discussions will be encouraged for all planning and building regulation proposals.
6. Written guidance will be available regarding procedures for making planning and building regulation applications.
7. All applications will be sent an acknowledgement generally the same day as receipt and no later than the following day.
8. Customer feedback, through questionnaires or telephone surveys will be done at least annually.
9. Provide a fast track turnaround for applications, with a target of 80% of all building regulation applications being checked within ten working days, and the applicants notified. (the statutory period is 5 weeks)
10. Building control will seek to provide site inspections same day where requested before 10:00am on a working day or timed appointments when arranged with the officer concerned.
11. Provide specialist advice on the building regulations from professionally qualified surveyors with years of practical experience.
12. Provide a building control type approval (LANTAC) system free of charge.