Customer Charter
Planning Service Customer Charter
We aim to offer a proactive planning service and an excellent standard of customer service.
You can expect us to:
- Be helpful and polite
- Respond to the diverse needs of our customers
- Make correspondence easy to understand and information easily available on our website
In return we ask you to:
- Treat officers with respect
- Communicate with us electronically wherever possible
- Seek information on our website in the first instance
- Read our planning policies and guidance documents
Service Standards
- Acknowledge emails within 2 working days
- Aim to respond to emails within 3 working days
Phone
- Answer all calls received relating to your active or decided application where possible and respond to voicemails within 3 working days
- Aim to respond to all messages from our Customer Contact Centre within 3 working days
Written enquiries (post)
- Respond to written enquiries within 10 working days.
Pre-application
- Pre-applications are encouraged wherever possible
- We will confirm safe receipt of pre-applications and tell you who and by when we will deal with your enquiry
- Pre-applications will be dealt with according to the timescales stated on our pre-application webpages
Submission of planning applications
- We will aim to tell you whether your application is valid or invalid within five working days of receipt
Commenting on planning applications
- Comments should be made using the online form (available through the online application record)
- If you do not have access to online services then you can post your comments to our offices
- Comments will be taken into account in the assessment of planning applications
Enforcement
- Acknowledge all reports within 2 working days
- Aim to respond to your report within 3 working days
Complaints
- Respond to Stage 1 complaints within 10 working days
- Respond to Stage 2 complaints within 20 working days
