Building Control Customer Charter

We will:

• Provide a sustainable and improving, high quality Building Control Service based on professionalism, care, attention, impartiality and public accountability
• Provide pre-application consultancy and advice
• Provide a Development Team Approach for larger or more complex projects
• Have qualified, approachable, helpful, courteous, prompt and efficient surveyors available during normal office hours (08:45 - 17:15, Monday - Friday)
• Provide access to our service through a variety of different channels
• Check all deposited Building Regulations applications within 15 working days
• Provide a same day inspection service for inspections requested before 10:00 am
• On larger projects tailor our inspection service to fit the construction programme
• Consistently seek to minimise the complexity of the customer journey
• Keep customers informed at all times
• Achieve and maintain high customer satisfaction levels for all customer groups
• Issue completion certificates on all satisfactorily completed projects
• Respond to all reported dangerous buildings within 1 - 2 hours day or night
• Partner with local businesses, architectural practices and building contractors to improve the service we offer
• Maintain registration to ISO 9001:2008 quality assurance and performance monitoring
• Respond to all complaints received within 15 working days
• Continuously consult with our customers in a way that suits them, to enable service improvements to be made