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
Appendix 2: National Survey Questionnaire

75 page PDF

966.1 kB

Appendix 2: National Survey Questionnaire

2019 Customer Satisfaction Survey for Building Standards

Please tell us what you think

Introduction

The Scottish Government (Building Standards Division) would like to obtain your views and feedback about the local authority Building Standards service in Scotland. This is a national survey that is being administered separately to customer feedback questionnaires issued by individual local authorities.

As a Building Standards customer since April 2018, we would like to hear about the quality of service you have received, for example when applying for a building warrant and/or submitting a completion certificate. We are interested in your views on the customer service you have experienced as opposed to the actual decision made in response to an application.

How to complete the survey

You will be asked to identify which local authority your feedback relates to. If you have been a customer of more than one local authority and would like to provide additional feedback, please complete a separate survey.

The survey should take approximately 10 minutes to complete (this may take a little longer depending on how much feedback you wish to give). Please note, the final question asks you for any additional comments or feedback not covered by the previous questions.

As you progress through the survey, you will only be presented with those questions that are relevant to you. If you are unable to answer any questions, or if you feel they are not applicable, please leave them blank.

Reassurance

Pye Tait Consulting is carrying out this survey independently on behalf of the Scottish Government and all 32 local authorities in Scotland. The findings from the survey will be treated confidentially and reported anonymously by Pye Tait Consulting under the Data Protection Act 2018 and the Market Research Society (MRS) Code of Conduct.

If you have any queries, please contact Tom Wilson at Pye Tait Consulting, via t.wilson@pyetait.com or by telephoning 01423 509433

Thank you for taking the time to complete this online survey. To continue, please select a local authority to provide your views and feedback. Please note that after you press 'submit' at the end of this survey, you will return to this page and your response for this local authority will be marked as 'completed' (below).

Part 1: About you and your application: [Local authority selected]

Q1. In order to minimise selection error, customers were no longer presented with this drop-down list of 32 local authorities to manually select which to provide feedback about. Instead, this information was either pre-filled (for customers of one local authority) or a dynamically controlled reduced list was presented for customers of more than one local authority (typically agents).
Which ONE of the following local authorities are you responding about in this survey? (Please tick the appropriate box and complete a separate survey for any other local authorities of which you have been a customer since April 2018).

Aberdeen Highland
Aberdeenshire Inverclyde
Angus Midlothian
Argyll and Bute Moray
City of Edinburgh North Ayrshire
Clackmannanshire North Lanarkshire
Comhairle Nan Eilean Siar Orkney
Dumfries and Galloway Perth and Kinross
Dundee Renfrewshire
East Ayrshire Scottish Borders
East Dunbartonshire Shetland
East Lothian South Ayrshire
East Renfrewshire South Lanarkshire
Falkirk Stirling
Fife West Dunbartonshire
Glasgow West Lothian

Q2. In what capacity have you been a customer of the Building Standards service? [Tick one only]

Applicant for a building warrant and/or submitter of a completion certificate (e.g. building owner/tenant)
Agent working on behalf of another applicant/submitter
BOTH of the above, i.e. direct applicant/submitter AND agent
Other

If ‘Other’ – please specify:

Q3. [Only asked if Option 1 selected to Q2] Did you use an agent to act on your behalf as part of the application process?

Yes
No
Don’t know

Q4. For which of the following reasons did you make contact with your local authority Building Standards service? [Tick all that apply]

To discuss your proposal before applying for a building warrant
To make an application for a building warrant
During construction, including submission of a completion certificate
Other reason/s

If ‘Other’ – please specify:

Q5. For which of the following categories of work have you submitted an application? [Tick all that apply]

Domestic new build – multiple plotted developments (houses/flats)
Domestic new build – other (e.g. one-off house build)
Domestic existing build - extension
Domestic existing build - alteration
Non-domestic – residential (e.g. hostels, guest houses, hotels, hospitals)
Non-domestic – assembly (e.g. churches, schools, health centres, libraries, stadia)
Non-domestic – commercial (e.g. shops, restaurants and office buildings)
Non-domestic – Industrial (e.g. factory buildings, manufacturing units, refineries)
Non-domestic – storage/agricultural (e.g. grain stores, car parks, bonded warehouse)

If ‘Other’ – please specify:

Part 2: Meeting your expectations: [Local authority selected]

Q6.Overall, to what extent did the service you received from the local authority Building Standards service meet your expectations? Please rate on a scale from 1 ‘not at all’ to 10 ‘completely’?

Q7.Please provide your reasons for this rating:

Part 3: Progressing your application: [Local authority selected]

Q8. How satisfied were you with the time taken by the local authority Building Standards service to undertake each of the following? [Leave any statements blank if don’t know or not applicable]

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Respond to telephone enquiries
Respond to written enquiries
Issue the first report for a building warrant application (e.g. detailing non-compliance or further information requested)
Process the application and grant a building warrant
Respond to a request for a site visit
Accept a completion certificate

Q9. How satisfied are you with the way you were informed about the progress of your application? [Leave blank if don’t know or not applicable]

Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied

Q10. [Only asked if ‘fairly dissatisfied’ or ‘very dissatisfied’ to Q9] What are your reasons?

Part 4: Quality of service: [Local authority selected]

Q11. To what extent do you agree or disagree with each of the following statements about the advice and guidance you received from local authority Building Standards service staff? [Leave any statements blank if don’t know or not applicable]

Strongly agree Agree to some extent Neither agree nor disagree Disagree to some extent Strongly disagree
I received sufficient advice and guidance to meet my needs
The advice and guidance I received was consistent
The advice and guidance I received was helpful

Q12. To what extent do you agree or disagree with each of the following statements about the quality of service received from Building Standards service staff? [Leave any statements blank if don’t know or not applicable]

Strongly agree Agree to some extent Neither agree nor disagree Disagree to some extent Strongly disagree
Staff were polite and courteous
Staff were helpful
Staff were efficient
Staff were knowledgeable
I felt as though someone took ownership of my enquiry
Any problems that arose were adequately resolved
I felt valued as a customer

Q13. [Only asked if ‘Strongly Agree’ to any components of Q11 or Q12] You have stated STRONGLY AGREE to at least one of the above statements with respect to the advice, guidance and quality of service you have received. Please can you explain what was particularly good?

Q14. [Only asked if ‘Strongly Disagree’ to any components of Q11 or Q12] You have stated STRONGLY DISAGREE to at least one of the above statements with respect to the advice, guidance and quality of service you have received. Please can you explain your reasons?

Q15. Are you aware of the need to notify the Building Standards service before warrantable work commences?

Yes
No

Q16. Are you aware of the new Construction Compliance Notification Plan (CCNP) which is issued by the local authority at the same time as the building warrant is granted?

Yes – aware but not familiar
Yes – aware and familiar
No – not aware

Q17. Did you have an inspection visit by Building Standards service staff?

Yes Route to Q18
No Route to Part 5
Don’t know Route to Part 5

Q18. How satisfied were you with each of the following aspects of the inspection visit? [Leave any statements blank if don’t know or not applicable]

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Flexibility of dates and times to meet my needs
Professionalism of the inspection staff
Quality of the advice and guidance received from the inspection staff
Your understanding of the next steps following the inspection

Part 5: Communications: [Local authority selected]

Q19. In which of the following ways did you interact with the local authority Building Standards service? [Tick all that apply]

Email
Telephone
Letter
On-site visit
At the Building Standards service offices
Other

If ‘Other’ – please specify:

Q20. On a scale from 1‘very poor’ to 10 ‘very good’ - how would you rate each of the following aspects of the local authority’s written information and documentation:

1,2,3,4,5,6,7,8,9,10
Accuracy
Quality
Helpfulness
Layout and presentation
Use of plain English

Q21. Have you visited the Building Standards section of the local authority’s website?

Yes
No

Q22. How satisfied are you with each of the following forms of electronic communication made available by the local authority Building Standards service? [Leave any statements blank if don’t know or not applicable]

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Website
Email
SMS/text message
e-newsletter

Q23. [Only asked if ‘fairly dissatisfied’ or ‘very dissatisfied’ to any of Q22 A to D] You stated FAIRLY DISSATISFIED or VERY DISSATISFIED to at least one of the options in the last question about electronic communication. What are your reasons?

Q24. Generally, in what ways (if any) do you think the local authority Building Standards service could improve its communications?

Part 6: Accessibility: [Local authority selected]

Q25. How easy was it to make contact with the local authority Building Standards service via each of the following methods? Please rate on a scale from 1 ‘very difficult’ to 10 ‘very easy’

1,2,3,4,5,6,7,8,9,10
In general
By phone
By email
In person

Q26. Please provide reasons for your ratings:

Q27. To what extent do you agree or disagree with the following statements in relation to the local authority Building Standards service? [Leave any statements blank if don’t know or not applicable]

Strongly agree Tend to agree Neither agree nor disagree Tend to disagree Strongly disagree
Building Standards service staff are accessible if I want to meet with them in person
Building Standards service staff are approachable

Q28. Did you visit the offices of the local authority Building Standards service?

Yes Route to Q29
No Route to Q30

Q29. How satisfied are you with each of the following aspects of the Building Standards service offices? [Leave any statements blank if don’t know or not applicable]

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Reception service
Waiting time
Privacy for discussions

Part 7: Overall satisfaction and final comments: [Local authority selected]

Q30. Overall, how would you rate your satisfaction with the Building Standards service? Please rate on a scale from 1 ‘not at all satisfied’ to 10 ‘completely satisfied’

Finally, do you have any final comments about how you believe the local authority Building Standards service could be improved in the future?


Contact

Email: simon.moore@gov.scot