Building standards: performance framework for verifiers - 1 April 2026

4. Key Performance Outcomes

4.1 Professional Competency and Operational Processes

KPO1

Commit to ensuring first reports, building warrants and amendment to warrants are issued within target timescales.

Purpose

The aim of this KPO is to ensure that verifiers issue a building warrant, or amendment to building warrant, within target timescales, whilst maintaining competent plan assessments to achieve compliance with building regulations.

Turnaround time is important for the majority of customers seeking a building warrant, or an amendment to building warrant, as this allows them to start work.

Turnaround times are influenced by the verifier and the customer (applicants and agents). In addition to the verifier assessment, other influencing factors include the complexity of the project, customer actions, the quality and number of submissions.

An important aspect of overall performance is the time it takes for the verifier to issue the first full technical assessment (first report) to the customer.

Requirements of verifiers

1. Maintain records of applications received1 for building warrant and amendment to building warrant with breakdowns for reporting work categories and value of work categories.

2. Maintain records of the time taken2 from receipt of a valid3 application to issue a ‘first report’.4

3. Maintain records of the time taken from receipt of all satisfactory information to issue5 a building warrant, or amendment to building warrant.

4. Maintain records of the overall time taken from receipt of a valid application to the time to issue a building warrant, or amendment to building warrant.

5. Seek to minimise the time taken to issue a building warrant whilst maintaining high standards of verification.

6. Maintain records of applications for building warrant that utilised customer agreements.6

Reporting

The triggers for KPO1 are:

• the issue of a first report to an application for building warrant, or amendment to building warrant, within the reporting period.
• the issue of a building warrant, or amendment to building warrant, within the reporting period.

Data reporting:

1.1. Number of first reports issued.

1.2. Number of first reports issued (and building warrants and amendments issued without a first report):

• within 15 days
• in more than 15 days and within 20 days
• in more than 20 days and within 35 days
• in more than 35 days

1.3. Number of building warrants and amendments to building warrant issued.

1.4. Number of building warrants and amendments to building warrant issued (following a first or subsequent report) within the following days of the verifier receiving all satisfactory information:

• within 6 days
• in more than 6 days and within 10 days
• in more than 10 days and within 15 days
• in more than 15 days

1.5. Number of days taken from receipt of a valid application for building warrant or amendment to building warrant to issue the building warrant or amendment to building warrant (i.e. the overall time taken by verifier and applicant).

1.6. Number of building warrants that utilised customer agreements.

Context reporting (if necessary):

1.7. Commentary on any significant changes from previous reporting period(s).

The number of days in 1.2 and 1.5 are working days measured from receipt of a valid application for building warrant or amendment to building warrant.

The number of days in 1.4 are working days measured from when the verifier receives the final piece of information allowing them to issue the building warrant or amendment to building warrant.

Reporting

When a first report is not issued because the building warrant or amendment is issued immediately, the case should be reported under 1.2 (i.e. the date of issue of the warrant or amendment should be treated as the date of first report).

The case should not be reported under 1.4.

Three monthly reporting to the Scottish Government using the ScotXEd web platform. Reporting is to inform the verifier, Scottish Government and the public.

Performance targets (including RAG and scoring criteria)

1.1 95% of first reports (for building warrants and amendments) issued within 20 days – all first reports (including BWs and amendments issued without a first report).Red 0 - 84.9% (0)Amber 85 - 94.9% (1)Green 95 - 95.9% (2)Above target - 100% (3)

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).Red 0 - 79.9% (0)Amber 80 - 89.9% (1)Green 90 – 90.9% (2)Above target 91 – 100% (3)

Implementation date

For all first reports, building warrants and amendment to building warrants issued from 1 April 2026.

Guidance notes

1 For the purpose of this KPO, an application is considered received when it is submitted with the prescribed fee paid.

2 For the purpose of this KPO, the time taken should be recorded from day zero and the number of applications received within a reporting period should be calculated using the valid date.

3 For the purpose of this KPO, a valid application is one that has sufficient information for the verifier to undertake a substantive technical check and be able to issue a first report if one is necessary.

4 If the verifier, following a full technical assessment of the application, cannot issue the warrant, they will issue the ‘first report’ and this will be considered the first response date. This report indicates any failures to comply or areas requiring further clarification and should provide a level of detail sufficient to identify clearly which standards must be addressed or what further information is required. The plan returned date will be when the applicant/agent submits revised plans to address information requested within the first report.

5 For the purpose of this KPO, the date issued should match the date quoted on the warrant.

6 A Customer Agreement for complex projects is likely to cover a range of aspects from pre-application through to completion on site. It should include the anticipated time to issue the first report.

Scottish Government will consult Verifiers and LABSS and notice of any proposed changes to data reporting requirements for KPO1 will be provided at least twelve months in advance.

KPO3

Commit to investing fee income into the workforce to meet performance targets.

Purpose

The aim of this KPO is to ensure that workforce supply meets demand levels, while achieving overall performance targets.

Workforce supply is important for meeting national performance targets and customer expectations of turnaround times for processing building warrants, amendments to warrant, undertaking inspections to fulfil reasonable inquiry and accepting completion certificates.

Overall performance levels are measured by applying a scoring criteria against each KPO target to allow in-depth analysis of verifier performance trends.

The ability to combine workforce data with performance data allows verifiers to demonstrate how resources are impacting service performance levels and where further investment may be required.

It is necessary to have accurate data on the size, shape and evolution of the building standards profession to understand the impact of any resourcing challenges experienced by verifiers.

This data provides evidence to support early interventions and performance discussions, which form part of the national engagement programme for verifiers.

This KPO highlights the importance of resourcing in relation to performance for business continuity planning and supporting verifiers in making a business case for recruitment into key roles.

Requirements of verifiers

1. Maintain workforce records for individuals undertaking a verification role.

2. Provide annual workforce data returns.

3. Ensure workforce supply levels meet workload demand levels.

4. Ensure sufficient investment into workforce to meet overall performance targets.

Reporting

Data reporting:

Workforce Data

Verifier to report workforce data annually. Calculated from % three year demand from workforce data collection.

Performance Data

Verifier to report performance data quarterly. Calculated from existing scoring criteria.

Annual reporting will be undertaken by Scottish Government using the ScotXEd web platform. Reporting is to inform the verifier, Scottish Government and the public.

Performance measures

3.1 Workforce: Supply v demand levels (%)

3.2. Overall Performance: KPO Targets met (%)

Implementation date

Verifiers to record workforce data from 1 April 2026.

Guidance notes

If workforce supply levels are below current demand levels (or work demands increase), this can impact service delivery and resilience.

Verifiers should have contingency measures in place to address any current or forecasted staff shortages (e.g. recruitment, redeployment, shared services with other verifiers, reducing or delaying non-essential work, outsourcing etc.)

Verifiers should monitor performance and address any issues where:

• KPO performance targets are not being met
• Customer complaints are reported to the verifier or Scottish Government under KPO4 performance reporting

Overall performance is measured using a defined methodology which consolidates performance data for each verifier. A traffic light system using a RAG criteria is defined for each KPO target with additional scoring and weighting criteria applied to consistently measure overall performance.

Scottish Government will consult Verifiers and LABSS and notice of any proposed changes to data reporting requirements for KPO3 will be provided at least twelve months in advance.

4.2 Quality Customer Experience

KPO4

Understand and respond to the customer experience

Purpose

The aim of this KPO is to monitor customer satisfaction with the building standards service, ensuring the service meets or exceeds customer expectations.

Customer satisfaction is an essential part of building standards verification. Meeting this KPO will enable verifiers to gain a more detailed and comparable understanding of their different customer groups and to be able to respond most appropriately to their needs.

Verifiers should undertake their own local customer engagement through focus groups and other interaction.

Requirements of verifiers

1. To monitor and analyse customer feedback data received via the national customer survey platform.

2. Promote the national customer survey platform (launched on 1 April 2022) directly to customers and through customer engagement activities.

3. Use findings from the national customer survey for the purpose of customer segmentation.

4. Use findings from the national customer survey and local engagement to identify and make improvements to the customer experience.

5. Incorporate actions to improve the customer experience into the continuous improvement plan and monitor progress.

Reporting

4.1 Performance to be measured against ‘overall satisfaction’ rating.

4.2 Verifier to report on any accredited customer service awards such as ‘Customer Service Excellence’.

4.3 Verifier to incorporate improvements to the customer experience into their continuous improvement plan and report changes in their Building Standards Annual Report.

4.4 Verifier to demonstrate progress on improvements in annual performance reporting in their Building Standards Annual Report.

Annual reporting will be undertaken by Scottish Government using the ScotXEd web platform. Reporting is to inform the verifier, Scottish Government and the public.

Performance targets (including RAG and scoring criteria)

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

Red 0 - 6.4 (0)

Amber 6.5 - 7.4 (1)

Green 7.5 - 7.5 (2)

Above target 7.6 - 10 (3)

Implementation date

Annual Customer Satisfaction Ratings will be reported from 1 April 2026.

Guidance notes

1. Customer feedback will be collected via the platform on an ongoing basis and used by verifiers to inform future service improvements.

2. Each verifier has direct access to their own customer feedback data dashboard via the platform and additional functionality includes:

• Collection of customer feedback at the point of service updated in real time
• Automatic generation of PDF reports which can be shared or published
• Ability to segment customers and analyse trends across a number of themes
• Easy selection of quarter/year periods and ability to export data

3. BSD have direct access to the platform for performance monitoring. BSD will also conduct annual reviews of the platform functionality to ensure it remains fit for purpose.

4. The Scottish Government Verifier Performance Reporting Service for Customers allows building standards customers to report concerns on verifier performance directly to Scottish Government Building Standards Division.

Scottish Government will consult Verifiers and LABSS and notice of any proposed changes to data reporting requirements for KPO4 will be provided at least twelve months in advance.

4.3 Financial Integrity

KPO5

Maintain financial governance

Purpose

The aim of this KPO is to monitor verification fee income and the costs of running the verification service, in order to:

a) identify the relationships between fee income and verification costs, and performance levels

b) identify where efficiencies can be improved

c) identify the reinvestment of building warrant fee income into the building standards service to improve and enhance service delivery

Building standards verification is intended to be financed by the building warrant and associated fees. Underpinning this KPO is the need to ensure that resources provide value for money.

Requirements of verifiers

1. Maintain records of the income received1 from building warrant and related statutory fees and the expenditure incurred (staff costs2, non-staff costs3 and other verification-related investments4) to run building standards verification services.

2. Maintain records of the value of work for building warrant and amendment applications and completion certificate submissions where no building warrant granted.

3. Have systems in place to identify time spent on verification activity, and thus enable direct staff costs required to run the verification system to be calculated. This includes the use of any emerging national time recording scheme agreed between LABSS and Scottish Government.

4. Undertake regular reviews of income and cost streams in order to inform and embed efficiency savings where possible.

Reporting

The trigger for KPO5 is a building warrant related fee received or a verification related expenditure occurring within the reporting period.

Data reporting:

Value of work:

5.1. Value of works for building warrant related applications and submissions.

Verification costs:

5.2. Staff costs2 for verification – overall and separate breakdowns for ‘plan checking’ and ‘inspection’.

5.3. Non-staff costs3 associated with verification.

5.4. Other verification-related investment4 (not included in 5.2 or 5.3).

Fee income:

5.5. Building warrant related fee income1.

Context reporting (if necessary):

5.6. The main reasons for significant changes to value or work, expenditure or fee income.

5.7. The main reasons for significant variations in the relationship between verification fee income and costs.

5.8. Verifier to demonstrate financial position in the Building Standards Annual Report under KPO6.

Three monthly reporting to the Scottish Government via the standard form on the ScotXEd web platform. Reporting is to inform the verifier, Scottish Government and the public.

Performance measures

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

5.2 Building standards verification fee income invested into verification services (%) [Data already collected in ProcXed]

Implementation date

Verifiers to record all financial data from 1 April 2026.

Guidance notes

1 Income received includes all building warrant related fee income with refunds deducted from the total amount within a reporting period.

2 Non-staff costs include all other staff expenses not included in staff costs such as transport, training and PPE. (excluding wages, salaries, social security costs, pension costs and temporary staff costs)

3 Staff costs are the costs for technical and support staff directly involved in the verification service. They include wages and salaries, social security costs, pension costs and temporary staff costs.

Note: Staff costs should include any costs for specialist services outsourced due to verifier not having appropriate resources available in-house e.g. structural, fire engineering or energy design checking.

4 An example of other types of investment might be new or upgraded hardware and software to support digital working.

Scottish Government will consult Verifiers and LABSS and notice of any proposed changes to data reporting requirements for KPO5 will be provided at least twelve months in advance.

KPO6

Commit to objectives outlined in the Building Standards Annual Report

Purpose

The aim of this KPO is for verifiers to demonstrate their commitment to:

• building standards verification services
• meeting strategic objectives and national outcomes
• business planning and investment
• partnership working
• working collaboratively with the Scottish Building Standards Hub
• verification performance
• national and local customer charters

Progress should be demonstrated in each verifier’s Building Standards Annual Report.

The national performance framework is based on three core perspectives with three cross-cutting themes underpinning them.

The Building Standards Annual Report will enable a consistent approach to structure and content and contribute towards transparency and accountability to the public.

Requirements of verifiers

Maintain the Building Standards Annual Report : Business Planning & Customer Charter using the relevant template provided in Annex A

1. Publish and promote the Building Standards Annual Report : Business Planning & Customer Charter prominently online.

2. Review the Building Standards Annual Report : Business Planning & Customer Charter regularly (at least annually) and update service changes and progress against the performance framework.

Reporting

6.1. Publish a Building Standards Annual Report prominently online and incorporate version control detailing reviews (at least annually).

6.2. Include annual performance data for the previous financial year period to demonstrate adherence to key performance outcomes.

Annual reporting will be undertaken by Scottish Government using the ScotXEd web platform. Reporting is to inform the verifier, Scottish Government and the public.

Performance targets (including RAG and scoring criteria)

6.1 Building Standards Annual Report published prominently online with version control (reviewed at least annually).

Red - Not published (0)

Amber - Published prominently (no review) (1)

Amber - Published but not prominently (with review) (2)

Green - Published prominently and reviewed (3)

6.2 Building Standards Annual Report to include performance data in line with KPOs and associated targets (annually covering previous year e.g. 1 April 2025 – 31 March 2026).

Red - Includes no performance data (0)

Amber - Includes partial performance data (1)

Green - Includes all performance data (2)

Implementation date

Building Standards Annual Report to be reviewed from 1 April 2026 and published during Quarter 1 annually

Guidance notes

Scottish Government will consult Verifiers and LABSS and notice of any proposed changes to data reporting requirements for KPO6 will be provided at least twelve months in advance.