Enforcement Customer Feedback

The purpose of these surveys is

• to establish the needs of our enforcement customers - both the complainants and those carrying out work without permission (know as 'offenders')
• to assess satisfaction level of customers - we aim for 70% satisfaction levels
• to identify areas for improvement to the enforcement process

These ongoing customer surveys will be analysed quarterly to identify service improvements. The latest analysis is below.

If you have recently been involved in our enforcement / compliance casework, we want to know what you think of our service. Please complete the appropriate questionnaire below and return it to us.

The graphs below represents the views of our customers based on five key questions contained in each questionnaire.

Complainants

1. Did you feel sufficiently informed about planning before making your complaint?

2. Did we meet your expectations?

3. When you contacted us by phone about your complaint, how would you rate our service?

4. How would you rate the overall professionalism of the Enforcement Officer?

5. How would you rate our service overall?

To summarise, our performance against our 70% target shows

1. 58% of service users felt sufficiently informed about before making their complaint?
2. 41% of service users said that we met their expectations
3. 41% of service users rated the quality of our telephone service as either good or very good
4. 47% of service users rated the overall professionalism of the Enforcement Officer as either good or very good
5. 36% of service users rated the service they received as either good or very good

Offenders

1. Did you know that you were breaching planning legislation before carrying out the work?

2. Did we meet your expectations?

3. When you contacted us by phone about your complaint, how would you rate our service?

4. How would you rate the overall professionalism of the Enforcement Officer?

5. How would you rate our service overall?

To summarise, our performance against our 70% target shows

1. 50% of service users did not know that they had breached planning before carrying out the work
2. 78% of service users said that we met their expectations
3. 72% of service users rated the quality of our telephone service as either good or very good
4. 83% of service users rated the overall professionalism of the Enforcement Officer as either good or very good
5. 75% of service users rated the service they received as either good or very good

Here are some of your Comments and our responses to those comments

• Would be helpful if these sorts of regulations were brought to the notice of the public have not found anyone who is aware planning permission is needed for a drive, let alone drainage at the bottom of it – We are currently re-working our website and will ensure that more information about key areas are clearing signposted
• Access to officers - Unfortunately this isn't possible as Enforcement Officers spend the majority of their working day away from the office. All calls must be directed through our Contact Centre so that appropriate messages can be forwarded on. We will ensure that officers are reminded to return to calls
• Need more updates – Officers will be reminded of the need to send updates were necessary to both complainants and offenders
• Clearer explanations needed about why the complaint has been closed – Don’t use jargon or technical paragraphs – This will be discussed directly with the Enforcement Team leader.

Find out how we turned your comments, complaints and compliments into service improvements.

Last Updated : 1st November 2012