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Make a complaint or compliment to the Planning Department

Not happy with our service?

We are always keen to provide the best possible service for our customers. However, sometimes we may not live up to your expectations, so we have set up a procedure to assist you if you wish to make a complaint. The procedure will help to ensure that your complaint is fully investigated and is dealt with fairly and as quickly as possible. It will also help us to take the right action to improve our service to customers. The Council has a complaints procedure; this examines our process for dealing with an application, not the decision itself. Please use the complaints procedure if you feel that:

  • We have given inaccurate, misleading or confusing advice
  • We have not followed our procedures, or have failed to meet our standards
  • A member of staff has been discourteous in any way

Should you wish to make an informal complaint, you can make this either by email or to the address as shown below.

Chief Planning Officer
Civic Centre, 44 York Street
Twickenham TW1 3BZ
Telephone: 020 8891 7300
Email: envprotection@richmond.gov.uk

Enforcement

We would like to stress that this procedure should not be used to report possible breaches of planning control, for example:

  • The unauthorised change of use of a property, for example to an office, a business, or for car repairs
  • The felling of a preserved tree
  • Unauthorised works to a Listed Building
  • Displaying of a sign without advertisement consent
  • Compliance with planning conditions

In these instances you should contact the Enforcement section of the planning team. Reports to this section are confidential and we aim to have all possible breaches investigated initially within 15 working days. The more serious breaches will be investigated immediately, for example the felling of a preserved tree.

Customer suggestions

We are committed to providing a high quality, efficient and friendly planning service.If you feel that we have not met our aims and objectives, or if you have any comments or suggestions about our service, we would like to hear from you. Please use either the customer suggestion box, which is placed in our reception area, or alternatively, e-mail your comments to: envprotection@richmond.gov.uk

Whilst we cannot give an individual reply to each suggestion, please be assured that we will fully consider each comment raised and, where possible, our procedures and targets will be amended to reflect them.