Planning & Building Control customer survey

The survey was published on the Government Consultation Hub and ran from 21.09.22 to 16.11.22.  It was publicised by a number of methods including Press Release/Social Media, Reference on planning decision letters sent out and E-mails to the opt-in Planning User Group.  The survey included a number of questions about topics including which services people used and how they rated the service received, finding information (including about our reception and website) and suggestions for improvements.

There were 110 responses to the survey, including 71 from members of the public and 27 from Developer/Applicant/Agent/Architects.  This report sets these out in more detail, but a number of key issues/themes can be identified:

• Speed - The importance of timely decision making and correspondence;
• Consistency - The importance of consistent advice and consistent service standards;
• Communication - The need to ensure effective communication, including keeping people up-to-date with applications; and
• Purpose – differing views about the purpose of officers/the planning system and consequently questions about the broad approach taken to service delivery.

The survey results are very helpful in understanding what aspects of the service are particularly valued for people, what is currently done well and what areas are priorities for improvement.  The results of the survey have been discussed with staff and a number of actions have been identified.  Some of these are about informing how we progress/prioritise activity already planned as part of the BERP and some of these are additional actions.  The results and our response are set out in more detail in the consultation response document provided.