Building standards: performance framework for verifiers - 1 April 2026

2. Perspectives and Themes

The main principles of each core perspective and cross-cutting theme within the national performance framework are set out below. These cover all aspects of building standards verification including strategy, operational delivery, internal and external relationships:

National core perspectives:

1. Professional Competency and Operational Processes

• Verifiers should ensure compliance with building regulations and balance their regulatory role with customer needs, through effective risk-based protocols and quality assurance procedures
• Verifiers should have the necessary professional competency to effectively undertake all technical aspects of building standards verification and have contingencies when they are not available in-house

2. Quality Customer Experience

• Verifiers should provide services to customers of the highest quality and standard, underpinned by clear and transparent communications with an understanding of diverse needs across different customer and stakeholder types
• Insights and actions taken in response to customer feedback should bring about continuous improvement of the customer experience, which will be regularly measured and assessed

3. Financial Integrity

• Verifiers should manage building standards operations and finances efficiently and with integrity
• Verifiers should invest building warrant fees into their building standards service to meet all of their terms and conditions of appointment
• Verification services should be underpinned by efficient use of resources, high productivity and suitable infrastructure, such as IT systems

National cross-cutting themes:

1. Public Interest

• Verifier actions should always align with the principles set out in the national performance framework to deliver high quality public services
• Verifiers will always seek to protect the public interest through compliance with building regulations in Scotland
• Verifiers will undertake their verification role in a consistent and impartial way, regardless of verifier organisation or region

2. Continuous Improvement

• Verifiers aim to continuously improve building standards using digital tools to support the customer journey and to deliver high quality services
• Verifiers should work collaboratively with and recognise the services and support provided through the Scottish Building Standards Hub

3. Partnership Working

• Verifiers are committed to collaborative working to underpin greater consistency and seek solutions to issues in the public interest
• Verifiers are committed to working in partnership with the Scottish Building Standards Hub to support increased consistency nationally in the building standards service.