Building Control Customer Service Excellence Award and customer surveys
Customer Service Excellence Award
We have been awarded the Customer Service Excellence Award.
Surveys
We are continually reviewing the service we provide to our customers. We would therefore be grateful if you could complete the our questionnaire. Your feedback is very important to us.
Survey results
We began surveying customers in January 2005, when a survey form was sent out with every Completion Certificate and targeted householders/home owners. This is a continuous service.
The other customer surveys we carry out include:
- Builder's surveys
- Street naming and numbering surveys
- After Decision Notice issued - to Agents
The results of the questionnaires are as follows:
(1) After Completion Certificate issued
| Issue/Satisfaction level | 2009 | 2008 | 2007 |
|---|---|---|---|
| Ease of contact with the office | 93% | 87% | 89% |
| East of contact with the Surveyor | 91% | 88% | 94% |
| Being helpful and responsive to your needs | 89% | 92% | 99% |
| Response time in dealing with Building Regulations submission | 91% | 81% | 95% |
| Response time following a request for a site inspection | 96% | 96% | 98% |
| Applying the Building Regulations professionally | 90% | 89% | 96% |
| Added value to the finished product | 83% | 76% | - |
| Overall view of the Building Control service | 91% | 90% | 96% |
(2) Builders Survey
| Issue/Satisfaction Level | 2009 | 2008 | 2007 |
|---|---|---|---|
| Satisfaction with the ease of contact with the office | 100% | 96% | 100% |
| Satisfaction with the ease of contact with the Building Control Surveyor | 100% | 93% | 96% |
| Satisfaction with the helpfulness of staff | 100% | 100% | 100% |
| Building Control services in terms of local knowledge | 100% | 96% | 96% |
| Building Control service in terms of number of site inspections | 100% | 88% | 96% |
| Speed of response to site inspection requests | 100% | 92% | 88% |
| Information given during site inspection by the Building Control Surveyor | 100% | 89% | 92% |
(3) Street Naming and Numbering
| Issue/Satisfaction Level | 2009 | 2008 | 2007 |
|---|---|---|---|
| Ease of contact with the office | 100% | 100% | 100% |
| Helpfulness of staff | 100% | 100% | 100% |
| Information supplied with application form | 100% | 100% | 100% |
| Information presented on our website | 100% | 100% | 100% |
| Response time in dealing with the Street Naming and Numbering application | 100% | 100% | 100% |
| Overall view of the Street Naming and Numbering service | 100% | 100% | 100% |
(4) After Decision Notice issued - to Agents
| If you had occasion to telephone the BC section how would you describe the response time in terms of: | 2009 | 2008 |
|---|---|---|
| Courtsey | 88% | 100% |
| Time taken to answer call | 81% | 84% |
| Satisfaction with reply | 81% | 84% |
| Calls returned when promised | 73% | 83% |
| If you had occasion to write to the BC section, how would you describe the response in terms of: | 2009 | 2008 |
|---|---|---|
| Courtesey | 86% | 100% |
| Speed of reply | 80% | 84% |
| Satisfaction with reply | 74% | 100% |
| Rate the following aspects of the BC service: | 2009 | 2008 |
|---|---|---|
| Local knowledge | 100% | 100% |
| Speed of plan examination | 87% | 88% |
| Number of site inspections | 73% | 80% |
| Speed of response to site inspection requests | 64% | 100% |
| Overall value for money | 63% | 80% |
| Overall what is your opinion of the BC service? | 100% | 100% |
| Issue/Satisfaction Level | 2009 |
2008 |
|---|---|---|
How would you rate the service in terms of value for money? |
73% |
100% |
| Responses | 2009/10 | 2008/09 | 2007/08 |
|---|---|---|---|
| Street Naming and Numbering | 15 | 12 | 11 |
| After Completion Certificates | 107 | 99 | 99 |
| After Decision Notice | 16 | 6 | 8 |
| Initial Notice | 9 | - | - |
| Builder Satisfaction | 15 | 27 | 25 |
Contact the Building Control Team
If you would like to comment on any aspect of the Building Control service contact us by email: buildingcontrol@richmond.gov.uk.