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Enforcement Customer Feedback



The purpose of these surveys is to

  • Establish the needs of our Planning Enforcement customers - both the enquirers and those carrying out work without permission known as 'owner/occupiers
  • Assess satisfaction levels of customers
  • Identify areas for improvement to the Planning Enforcement process

These ongoing customer satisfaction surveys are sent out once a case has been closed by our Planning Enforcement officers to both the enquirer and the owner/occupier. They are analysed quarterly and published annually.

The graphs below represent the views of our customers based on their overall satisfaction rating being either Very Good or Good. Also below are the 5 key questions contained in each customer satisfaction surveys for the last 2 years.

Enquirers

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?


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Owner/Occupiers

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?

Analysis and Review

There has been a significant improvement in the overall satisfaction of enquirers in the Enforcement service although this is still below the target set of 70%.

Enforcement Complainants 2012-2013
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Analysis and review

Overall satisfaction of owner/occupiers in the rating of the enforcement service has remained relatively stable at around 73% over the last 2 years i.e. better than the target of 70%.

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

  • Access to officers We have amended our Enforcement Enquiry acknowledgement letters to now contain direct dial telephone numbers.
  • Need more updates Officers will be reminded of the need to send updates were necessary to both enquirer and owner/occupier
  • Clearer explanations needed about why the enquiry has been closed – Officers have been reminded not to use jargon or technical paragraphs This has been discussed directly with the Enforcement Team leader.
  • Why have I been visited by an Planning Enforcement Officer – We have created a new leaflet to be given to owner/occupier when a site visit has taken place.

In addition to your comments we have carried out the following service improvements:

  • Update our Planning Enforcement webpages to make them more user friendly
  • Added FAQs to the reverse of all Planning enforcement acknowledgement letters
  • Amend the content of our Planning Enforcement Information Leaflet

Revised the online complaint form to gather more information from enquirers about specific


Find out how we turned your comments, complaints and compliments into service improvements.
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Last Updated : 12 November 2014