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How We Did
In our Customer Charter we make promises to aim to do certain things within timescales and to levels of expectation. You can see how we did against our promises:
- We made 100% of visits requested before 10am on the same day (our promise is 100%)
- We made 100% of decisions on Full Plans applications within the statutory timescales set by government (the requirement is 100%)
- We visited 100% of reported dangerous structures within 3 hours of receiving notification (our promise is 100% in 3 hours)
- We acknowledged 100% of applications received within 4 working days of receiving them
- We retained our BSI Quality Assurance award for the 12th year running
- We retained our Charter Mark award for the fourth year and this was renewed under the new more stringent criteria in 2005
Here you can see how we have been doing over the last few years and where we have improved and where we need to focus our attention in making improvements.
| 2001 |
2002 |
2003 |
2004 |
2005 |
2006 |
2007 | |
| Number of sites we visited |
3971 |
2382 |
2237 |
2028 |
1925 |
2090 |
2214 |
| % of calls requested before 10am that we made the same day |
** |
100% |
100% |
100% |
100% |
100% |
100% |
| Dangerous Structure emergencies we were called out to |
59 |
51 |
57 |
39 |
39 |
37 |
36 |
| Number of inspections we made |
6438 |
8220 |
7137 |
8656 |
7914 |
9260 |
7352 |
| Applications and Notices we received |
1501 |
2394 |
3656 |
3418 |
4960 |
9927 |
6488 |
| Average days taken to assess and acknowledge applications |
2 |
3 |
5 |
5 |
6 |
4 |
4 |
| Average days taken to carry out an initial plan check |
10 |
15 |
16 |
16 |
14 |
11 |
11 |
| Decisions we made within the Statutory timescales |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
| Users satisified with our service |
92% |
** |
** |
80% |
90% |
90% |
90% |
** No data available
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