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


  • 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-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


  • Acknowledge all reports within 2 working days
  • Aim to respond to your report within 3 working days


  • Respond to Stage 1 complaints within 10 working days
  • Respond to Stage 2 complaints within 20 working days



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