Building Standards Customer Satisfaction Survey

We are seeking to improve the service by asking for your views on how well we currently perform in relation to Building Warrants and related inspections.

Replies will be treated in confidence. If you provide your name and address we will report our survey findings and conclusions to you and we will use your views to improve those areas of the service that you tell us are important.

Responsiveness

Questions	Very Unsatisfied	Unsatisfied	Neutral	Satisfied	Very Satisfied
How do you rate the time we take to register, acknowledge and validate your building warrant application?	Very Unsatisfied	Unsatisfied	Neutral	Satisfied	Very Satisfied
How do you rate the time we take to respond on queries on technical matters relating to your building warrant observation list?	Very Unsatisfied	Unsatisfied	Neutral	Satisfied	Very Satisfied
How do you rate the CCNP process?	Very Unsatisfied	Unsatisfied	Neutral	Satisfied	Very Satisfied
How do you rate the time we take to respond to your request for a Completion Certificate Inspection?	Very Unsatisfied	Unsatisfied	Neutral	Satisfied	Very Satisfied
How do you rate our flexibility for arranging appointments	Very Unsatisfied	Unsatisfied	Neutral	Satisfied	Very Satisfied
How do you rate our reliability for keeping appointments?	Very Unsatisfied	Unsatisfied	Neutral	Satisfied	Very Satisfied

CCNP

Were you aware of the CCNP process?

Did you follow all stages as per the CCNP process?

Consistency

Questions	Poor	Fair	Good	Very good	Excellent
How consistent are our Surveyors in their interpretation of the Building Standards?	Poor	Fair	Good	Very good	Excellent

Could you tell us in which section(s) of the Technical Handbooks we are least consistent?

Helpfulness and advice

How do you rate the helpfulness of staff:

Questions	Poor	Fair	Good	Very good	Excellent
How do you rate the helpfulness of Surveyors on technical issues?	Poor	Fair	Good	Very good	Excellent
How do you rate the helpfulness of Surveyors generally?	Poor	Fair	Good	Very good	Excellent
How do you rate the helpfulness of administrative staff generally?	Poor	Fair	Good	Very good	Excellent
How do you rate the clarity of written requests for further information regarding your building warrant application from Surveyors?	Poor	Fair	Good	Very good	Excellent
How do you rate the clarity of requests for further information? e.g. requests for fee, in relation to your building warrant application from administrative staff	Poor	Fair	Good	Very good	Excellent
How do you rate the clarity of requests for further information or action following a site inspection?	Poor	Fair	Good	Very good	Excellent
How do you rate our Buildings Standards documents on the council web site?	Poor	Fair	Good	Very good	Excellent
How do you rate the Building Standards information on the Council web site?	Poor	Fair	Good	Very good	Excellent

Additional comments

Access to staff and services

Questions	Poor	Fair	Good	Very good	Excellent
How do you rate the ease of contacting the Surveyors responsible for your Building Warrant?	Poor	Fair	Good	Very good	Excellent
How do you rate the ease of contacting Building Standards via the Customer Contact Centre?	Poor	Fair	Good	Very good	Excellent

Please select the method of communication you most often utilise when you contact us?

Telephone

E-mail

Letter

In person

How do you rate our Reception facilities?

Poor

Fair

Good

Very good

Excellent

Additional comments

How do you rate the electronic process via the Scottish Government eDevelopment Portal?

Very Unsatisfied

Unsatisfied

Neutral

Satisfied

Very Satisfied

How do you pay for your Building Warrant fee?

Via the Scottish Government Portal

Customer Service Centre

Council website

Other

Other (please state)

General

Questions	Poor	Fair	Good	Very good	Excellent
What is your general impression of our Building Warrant approval service?	Poor	Fair	Good	Very good	Excellent
What is your general impression of our Site Inspection service	Poor	Fair	Good	Very good	Excellent

Do members of staff identify themselves to you?

Yes

Do you believe you are treated fairly?

Yes

Prioritise importance of actions

Questions	Not at all Important	Somewhat Important	Neutral	Important	Very Important
Overall time for Building Warrant approval	Not at all Important	Somewhat Important	Neutral	Important	Very Important
Time taken to issue initial technical response to warrant submission	Not at all Important	Somewhat Important	Neutral	Important	Very Important
Time to issue building warrant following technical approval	Not at all Important	Somewhat Important	Neutral	Important	Very Important
Time taken to respond to submission of Completion Certificate (site inspection)	Not at all Important	Somewhat Important	Neutral	Important	Very Important
Time taken to issue acceptance of Completion Certificate when all matters are deemed satisfactory	Not at all Important	Somewhat Important	Neutral	Important	Very Important
General site inspections	Not at all Important	Somewhat Important	Neutral	Important	Very Important

Technical Standards

Are there areas of the standards that you feel require further clarification?

Comments

Please leave any comments you have on any of the questions raised in this survey. We particularly welcome your comments on questions where you have rated us as 'poor' or 'below average'.

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Building Standards Customer Satisfaction Survey

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