Building Control Customer Service Excellence Award and customer surveys

Building control survey

In order for the Building Control department to improve its services we are continually reviewing the service we provide to our customers. We would therefore be grateful if you could complete the relevant questionnaire. Your feedback is very important to us and will help us to continue improving our service.

Customer Service Excellence Award

The Building Control Section has been awarded the prestigous Customer Service Excellence accreditation for its service.

Customer surveys

We instituted a process of customer surveys from January 2005 when a survey form was sent out with every

(1) Completion Certificate and targeted householders/home owners, and this is a continuous service.

The other customer surveys we now carry out include:

(2) A builders survey

(3) A Street Naming and Numbering survey

(4) After Decision Notice issued - to Agents

The results of the questionnaires are as follows:

(1) After Completion Certificate issued

The number of questionnaires returned with a reply which marked ‘satisfied' or 'very satisfied’

Ease of contact with the office

  • 2006 - 95%
  • 2007 - 89%
  • 2008 - 87%

Ease of contact with the surveyor

  • 2006 - 98%
  • 2007 - 94%
  • 2008 - 88%

Being helpful and responsive to your needs

  • 2006 - 99%
  • 2007 - 99%
  • 2008 - 92%

Response time in dealing with Building Regulations submission

  • 2006 - 94%
  • 2007 - 95%
  • 2008 - 81%

Response time following a request for a site inspection

  • 2006 - 98%
  • 2007 - 98%
  • 2008 - 96%

Applying the Building Regulations professionally

  • 2006 - 98%
  • 2007 - 96%
  • 2008 - 89%

Added value to the finished product

  • 2008 - 76%

Overall view of the Building Control service

  • 2006 - 99%
  • 2007 - 96%
  • 2008 - 90%

(2) Builders Survey

The number of questionnaires returned with a reply which marked ‘satisfied' or 'very satisfied’

Satisfaction with the ease of contact with the office

  • 2007 - 100%
  • 2008 - 96%

Satisfaction with the ease of contact with the Building Control Surveyor

  • 2007 - 96%
  • 2008 - 93%

How satisfied were you with the helpfulness of staff?

  • 2007 - 100%
  • 2008 - 100%

Building Control services in terms of local knowledge

  • 2007 - 96%
  • 2008 - 96%

Building Control service in terms of number of site inspections

  • 2007 - 96%
  • 2008 - 88%

Speed of response to site inspection requests

  • 2007 - 88%
  • 2008 - 92%

Information given during site inspection by the Building Control Surveyor

  • 2007 - 92%
  • 2008 - 89%

(3) Street Naming and Numbering

The number of questionnaires returned with a reply which marked ‘satisfied' or 'very satisfied’

Ease of contact with the office:

  • 2006 - 100%
  • 2007 - 100%
  • 2008 - 100%

Helpfulness of staff:

  • 2006 - 100%
  • 2007 - 100%
  • 2008 - 100%

Information supplied with application form

  • 2006 - 100%
  • 2007 - 100%
  • 2008 - 100%

Information presented on our website

  • 2006 - 100%
  • 2007 - 100%
  • 2008 - 100%

Response time in dealing with the Street naming and Numbering application

  • 2006 - 100%
  • 2007 - 100%
  • 2008 - 100%

Overall view of the Street naming and Numbering service

  • 2006 - 100%
  • 2007 - 100%
  • 2008 - 100%

(4) After Decision Notice issued - to Agents

The number of questionnaires returned with a reply which marked ‘good' or 'excellent’

If you had occasion to telephone the BC section, how would you describe the response in terms of:

Courtesy

  • 2008 - 100%

Time taken to answer call

  • 2008 - 84%

Satisfaction with reply

  • 2008 - 84%

Calls returned when promised

  • 2008 - 83%

If you had occasion to write to the BC section, how would you describe the response in terms of:

Courtesy

  • 2008 -100%

Speed of reply

  • 2008 - 84%

Satisfaction with reply

  • 2008 - 100%

75% of customers rated the search information on the BC website as Good

Rate the following aspects of the BC Service:

Local knowledge

  • 2008 - 100%

Speed of plan examination

  • 2008 - 88%

Number of site inspections

  • 2008 - 80%

Speed of response to site inspection requests

  • 2008 - 100%

Overall value for money

  • 2008 - 80%

Overall what is your opinion of the BC Service?

  • 2008 - 100%

20% of regular users state the quality of service had improved

How would you rate the service in terms of value for money?

  • 2008 - 100%

83% of customers were satisfied with the turnaround time for BC plans submitted

Contact the Building Control Team

If you would like to comment on any aspect of the Building Control service please contact us by email: e.angel@richmond.gov.uk.