Publication - Research and analysis

Building Standards Verification Performance Framework: survey results

Published: 31 Jan 2020

Results from the National Customer Satisfaction Survey 2019 giving a summary of local authority performance of the National Performance Framework.

75 page PDF

966.1 kB

75 page PDF

966.1 kB

Contents
Building Standards Verification Performance Framework: survey results
8. Accessibility

75 page PDF

966.1 kB

8. Accessibility

8.1 Making contact with the building standards service

On a scale from 1 ‘very difficult’ to 10 ‘very easy’, customers were asked to rate how easy they found making contact with their local authority building standards service. Average ratings are similar for each contact channel, with email appearing to be the easiest.

Figure 27 Ease of contacting the local authority building standards service

Figure 27 Ease of contacting the local authority building standards service

Those customers finding it generally easy to make contact described an efficient service with few or no issues, supported by helpful, prompt and approachable staff.

Customers providing lower ratings have had opposing experiences referring to unanswered emails, slow response times to communications, staff not being available and phones going to voicemail and messages being unanswered. Many customers put these issues down to staffing issues in the service.

More than half of surveyed customers (58%) agree that building standards service staff are accessible if they want to meet with them in person. This is a slight increase from 57% in 2018. Applicants are more satisfied than agents, with 62% and 52% in agreement, respectively (Figure 28).

Figure 28 Building standards service staff are accessible to meet in person

Figure 28 Building standards service staff are accessible to meet in person

Three quarters of customers (75%) agree that building standards service staff are approachable. This is a slight increase from 73% in 2018. The results are similar between applicants and agents (Figure 29).

Figure 29 Building standards service staff are approachable

Figure 29 Building standards service staff are approachable

8.2 Visiting the offices of the building standards service

A third of surveyed customers (33%) reported having visited the offices of their local authority building standards service – a 9% decrease from 2018. Instances of customers visiting the offices has decreased among direct applicants (27%, down from 34% in 2018) and agents (46%, down from 56% in 2018) – Figure 30.

Figure 30 Whether visited the offices of the local authority building standards service

Figure 30 Whether visited the offices of the local authority building standards service

The majority of those customers who visited the offices of their local authority building standards service (82%) are satisfied with various specific aspects of their visit (Figure 31). This is a slight decrease from 84% in 2018.

Figure 31 Satisfaction with specific aspects of the building standards service offices

Figure 31 Satisfaction with specific aspects of the building standards service offices


Contact

Email: simon.moore@gov.scot