Building standards verification services - national performance and workforce: annual report 2023-2024

4. Key performance outcomes

4.1.Key performance outcomes (KPOs) are used to monitor the work of building standards local authority verifiers.

4.2.The performance framework is used by verifiers to inform customers on performance levels and to identify and prioritise areas for improvement.

4.3.Reporting against the framework allows performance to be assessed and compared over time, identifying key trends which provide an evidence base for the effectiveness of aligning outcomes to meet key national objectives, which include:

• certainty of timescales in respect of decision making
• reasonable inquiry of compliance during construction
• management and assessment of building warrants and completion certificates
• sharing of best practice
• clear communication, provision of advice and open engagement
• understanding of needs and ‘open for business’ attitude

4.4.The performance framework sets out the reporting criteria against each KPO and performance target. These measure service delivery and can be used to highlight good practice, see Table 1 .

Professional Expertise and Technical Processes:

• KPO1 Minimise time taken to issue a first report or to issue a building warrant or amendment to building warrant

1.1 95% of first reports (for building warrants and amendments) issued within 20 days – all first reports (including building warrants and amendments issued without a first report).

1.2 90% of building warrants and amendments issued within 10 days from receipt of all satisfactory information – all building warrants and amendments (not including BWs and amendments issued without a first report).

• KPO2 Increase quality of compliance assessment during the construction processes

2.1 Targets to be developed as part of future review of KPO2.

Quality Customer Experience:

• KPO3 Commit to the building standards customer charter

3.1 National customer charter is published prominently on the website and incorporates version control detailing reviews (reviewed at least annually).

3.2 95% of BSD requests for information on a BSD ‘Verifier Performance Reporting Service for Customers’ case responded to by verifier within 5 days.

• KPO4 Understand and respond to the customer experience

4.1 Minimum overall average satisfaction rating of 7.5 out of 10.

Operational and Financial Efficiency:

• KPO5 Maintain financial governance

5.1 Building standards verification fee income to cover indicative verification service costs (staff costs plus 30%).

• KPO6 Commit to eBuilding Standards

6.1 Details of eBuilding Standards to be published prominently on the verifier’s website.

6.2 75% of each key building warrant related process being done electronically

• Plan checking
• Building warrant or amendments (and plans) being issued
• Verification during construction
• Completion certificates being accepted

• KPO7 Commit to objectives outlined in the annual verification performance report

7.1 Annual verification performance report published prominently on website with version control (reviewed at least annually).

7.2 Annual verification performance report to include performance data in line with KPOs and associated targets (annually covering previous year e.g. April 2023 – March 2024).