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National Customer Charter for Building Standards

National Customer Charter for Building Standards

National Customer Charter

Clackmannanshire Council, as with all Scottish local authorities, adopts nationally set and locally applied standards of service.  In addition to our own Building Standards Customer Charter, the Building Standards Team operate under the National Customer Charter for Building Standards.

Purpose of a national customer charter

The national Customer Charter for Building Standards Verification provides information about the minimum standards of service that all local authority verifiers should meet. This gives customers the reassurance that a consistent, high quality service will be delivered no matter which local authority provides the service.

Our Aims

To grant building warrants and accept completion certificates:

• to secure the health, safety, welfare and convenience of persons in and about buildings and others who may be affected by buildings or matters connected with buildings;
• furthering the conservation of fuel and power; and
• furthering the achievement of sustainable development.

Our vision/values

To provide a professional and informative service to all our customers.

Our commitments

Nationally all local authority verifiers will:

• seek to minimise the time it takes for customers to obtain a building warrant or amendment to a building warrant;
• ensure continuous improvement around the robustness of our verification assessments to ensure compliance;
• meet and seek to exceed customer expectations;
• carry out local customer satisfaction surveys;
• address feedback obtained through local and national customer satisfaction research (including a National Customer Satisfaction Survey) to improve the customer experience;
• provide information on local formal complaints procedures, the LABSS Dispute Resolution Process, and the BSD Customer Performance Reporting Service, and refer customers as appropriate;
• provide accurate financial data that is evidence-based;
• engage and participate in partnership working at local and national level to identify and embed service improvements at a national level;
• fully adhere to the commitments outlined in this Charter (including information on customer dissatisfaction in relation to building warrant processing timescales, processes and technical interpretation; and
• provide a consistent format for our continuous improvement plans.

National information on verification performance can be found at the Scottish Government website.

Performance Outcome

As part of our commitment to meeting customer's expectations, we aim, in most cases, to provide you with a full response, or issue the Building Warrant, as applicable, within 20 working days from receipt of your valid application. In some complex cases, applications for a building warrant will result in a "customer agreement" between you and the Building Standards Team where the performance outcomes including the target first response period will be specifically agreed.

Other than those applications covered by a customer agreement, if you have not received a full response, or a Building Warrant, as applicable, within 35 working days from receipt of your valid application you have the right to request resolution to the matter. This may be done, in the first instance, by contacting the Building Standards Team Leader using the Council contact information below or by emailing the Scottish Government Building Standards Division at: buildingstandards@scotland.gsi.gov.uk