Planning and Building Control Customer Promise

You have told us what matters to you and we are making this promise.

Our aims

Our aims are to:

  • provide a good quality of customer service
  • provide a consistent level and standard of service
  • manage expectations and give advice on the service we offer
  • continuously improve the customer experience of using the Planning and Building Control Service

Our standards

Our standards are to:

  • be open and transparent to manage expectations and implement standards that will support this approach
  • respond to phone messages in 5 working days
  • respond to emails in 5 working days
  • provide an email update or feedback on applications
  • provide a daily telephone service for people to contact for assistance between the hours of 9:30am and 1:30pm on weekdays, excluding public and bank holidays

Tell us how we're doing

We know that planning and building control rules can feel complicated or confusing. We aim to provide advice that's clear and helpful, and your feedback will help us improve. 

You can give us feedback on how we are doing by taking our brief survey.