Our performance
Planning Services Customer Survey reports
A recent survey of the planning service has concluded that satisfaction with the service is still high.
This is in line with the previous survey, carried out as part of a Customer Service Excellence award application in 2009, which looked at all aspects of the service, including pre-application advice and Planning Reception.
Applicants, agents, those seeking general advice and visitors answered questions on matters including timeliness, quality of information, professionalism and staff attitude within the service.
Some aspects which were covered by a similar survey in 2006 allowed a direct comparison, with perceptions of fair treatment, being kept informed and overall satisfaction showed slight increases.
Customer perception of having clear reasons for decisions has slightly decreased.
A report to The Safer and More Vibrant Communities Panel on 21 October 2009 (see below) concluded:
‘Satisfaction with Planning Services is high. This is the case across all areas of planning and with all aspects of service. The overall satisfaction with service received is at 91.2%. Satisfaction with planning has also improved over the last three years.’
Planning Development Performance
Our aim is to continually improve our service. We have national targets to meet which are set by the government. These are:
- 60% of major applications will be decided within 13 weeks
- 65% of minor applications will be decided within 8 weeks
- 80% of other applications will be decided within 8 weeks
2011
January to March
Major: 88.89
Minor: 79.01
Other: 89.80
April to June
Major: 54.55
Minor: 75.42
Other: 86.15
July to September
Major: 78.57
Minor: 82.65
Other: 94.98
October to December
Major: 88.89
Minor: 83.52
Other: 90.84
2010
October to December
Major: 77.78
Minor: 82.00
Other: 88.11
July to September
Major: 88.89
Minor: 85.57
Other: 94.08
April to June
Major: 94.12
Minor: 89.72
Other: 92.99
January to March
Major: 100
Minor: 91.75
Other: 94.69
2009
October to December
Major: 100
Minor: 90.82
Other: 95.49
July to September
Major: 100
Minor: 88.75
Other: 96.28
April to June
Major: 100
Minor: 92
Other: 95.93
January to March
Major: 60.00
Minor: 91.55
Other: 96.24
2008
January to March
Major: 94.62
Minor: 91.01
Other: 95.80
April to June
Major: 85.71
Minor: 94.21
Other: 97.60
July to September
Major: 100
Minor: 85.37
Other: 95.16
October to December
Major: 100
Minor: 87.63
Other: 96.17