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Building Control Customer Charter

Our commitment to our customers

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

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