The service we guarantee

When an application for Building Regulation approval is submitted we guarantee:-

• To send an acknowledgement to both you and your agent within one working week of deposit, provided that:
  • Your application form is correctly completed
  • You have enclosed four copies of the plans
  • You have enclosed the correct fee
• If anything is missing or incorrect, to return your application with an explanation why, within one working week.
• Where time permits, to inform the applicant or agent of contraventions or discrepancies in the application prior to a refusal being issued.
• To process all applications and issue decision within the statutory period specified in the Building Act 1984 i.e. five weeks from deposit or two months with the agreement of the applicant or agent.

Where site visits are requested:

Any request for a site visit will be responded to as follows:-

• if notification is received before 9.30am we ensure, where possible, to make an inspection the same day.
• If notification is received after 9.30am every effort will be made to carry out the inspection the same day but this cannot be guaranteed.
• Where a site visit is required at a specific time we guarantee that any appointment made will be kept.
• Where ‘special’ arrangements are necessary – e.g. out of hours inspection etc. every effort will be made to accommodate the request.
• Out of hours telephone messages can be left on our Administration Service Voice Mail System.

When you call in to the Office:

Building control staff are generally available to discuss technical issues and advise on Building Regulations and will do so over the telephone or at the reception counter by appointment.

However, it is unavoidable that occasions will arise when particular staff will be out on site or unavailable to the unexpected caller.

We guarantee that where a prior arranged appointment is made the relevant officer will be available at the appointed time.

Mobile telephones have been introduced to improve contact with site officers and where appropriate staff can be reached outside the office.

When we receive your letter:

When a letter is received we guarantee the following:-

• We will reply within fifteen working days
• Where the subject of the letter is of a complex or more complicated nature, we guarantee to acknowledge the letter within fifteen working days and to reply in full when the full information is available.

When we receive your telephone call:

When you telephone during working hours, your call will be answered promptly and where necessary transferred to the relevant officer.

Where a particular member of staff is not available we guarantee that a message will be taken and passed on at the earliest opportunity. Normally you will be contacted again within one working day.

Your views:

The Building Control Service is intended to help you to comply with the requirements of the Building Regulations and associated legislation.

It is important that we have your views on what level of service you require and the level of service we achieve.

In order to obtain your views we will:-

• Periodically carry out customer satisfaction surveys
• Carry out direct interviews with regular customer groups.
• Consider carefully any suggestions made through the Council suggestion scheme.

If you are not satisfied:

We hope that you will be satisfied with the Building Control Service that you receive.

However, if for any reason you are dissatisfied with the service we guarantee that:-

• We will take your complaint seriously.
• You will be able to see a supervisor if you wish.
• You can make a complaint, in person, in writing, by telephone, through your Councilor or by proxy.

All complaints will be:-

• Answered in fourteen working days

If you are still not satisfied you can persue our Complaints Procedure

This service charter is avaliable for download here.