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
2. Achieved Sample and Respondent Profile

75 page PDF

966.1 kB

2. Achieved Sample and Respondent Profile

2.1 Total survey responses

Total survey responses for Scotland (including the national survey response rate) is shown in Table 2.

Table 2 Achieved sample and response rate

A Number of customer email addresses supplied by local authorities to Pye Tait Consulting
This number includes repeat email addresses, i.e. where the same customer’s details were supplied by more than one local authority.
23,522
B Of these – number of unique customers invited to participate in the survey:
This number follows a de-duplication of repeat email addresses where supplied by more than one local authority.
18,408
C Total survey responses for Scotland:
Customers attributed their survey responses to a particular local authority. Respondents could complete the survey more than once to provide feedback about more than one local authority if they had been a customer of multiple local authorities.
2,752
D Response rate for Scotland (C as a percentage of B): 15.0%[10]

A breakdown of the achieved sample and response rates by local authority is provided in Table 3.

NB: The response rate for Scotland is not directly comparable with individual local authority response rates. The response rate for Scotland is based on total unique customers on a national level (i.e. following a de-duplication exercise) whereas the response rate for each local authority is based on total email addresses supplied by that local authority.

Table 3 Achieved sample and response rate by local authority

Local authority A: Total email addresses supplied by local authorities to Pye Tait B: Total email addresses that were unique to each local authority C: Actual survey responses attributed to each local authority (self-selected by the customer) D: Response rate:
Actual responses attributed to each local authority (C) as a % of total email addresses supplied by that local authority (A)
Aberdeen City 653 403 70 10.7%
Aberdeenshire 1421 1166 189 13.3%
Angus 392 249 42 10.7%
Argyll and Bute 152 123 23 15.1%
City of Edinburgh 2314 1625 282 12.2%
Clackmannanshire 224 114 26 11.6%
Comhairle Nan Eilean Siar 249 222 46 18.5%
Dumfries and Galloway 505 407 103 20.4%
Dundee City 536 340 53 9.9%
East Ayrshire 429 298 34 7.9%
East Dunbartonshire 893 565 106 11.9%
East Lothian 311 88 28 9.0%
East Renfrewshire 524 265 35 6.7%
Falkirk 479 271 57 11.9%
Fife 1254 919 149 11.9%
Glasgow City 1410 719 128 9.1%
Highland 1960 1685 249 12.7%
Inverclyde 239 131 24 10.0%
Midlothian 278 105 18 6.5%
Moray 650 491 92 14.2%
North Ayrshire 567 359 66 11.6%
North Lanarkshire 1933 1484 187 9.7%
Orkney 324 312 75 23.1%
Perth and Kinross 998 673 128 12.8%
Renfrewshire 619 292 61 9.9%
Scottish Borders 575 400 73 12.7%
Shetland 143 122 25 17.5%
South Ayrshire 541 365 64 11.8%
South Lanarkshire 1315 868 129 9.8%
Stirling 512 377 70 13.7%
West Dunbartonshire 140 98 18 12.9%
West Lothian 982 684 102 10.4%
Customers of multiple local authorities Included in above totals +2,188 N/A N/A
Total 23,522 18,408 2,752 15.0%*
*The total Scotland response rate is determined by calculating column C as a percentage of B.

2.2 Respondent profile

The majority of customers responding to the survey (67%) were direct applicants for building warrants and/or submitters of completion certificates[11] in the 2018/19 financial year (the period in scope of the survey). Just under a third (31%) were agents acting on behalf of applicants, while the remaining 2% fell outside of these categories (Figure 1).

Figure 1 Customer type[12]

Figure 1 Customer type

Among direct applicants, more than half (59%) confirmed that they used an agent to act on their behalf as part of the application process (Figure 2).

Figure 2 Use of an agent (direct applicants/submitters only)

Figure 2 Use of an agent (direct applicants/submitters only)

All customers were asked to state the category (or categories) of work for which they had submitted an application. The majority of customers (72%) had submitted applications for domestic work only, 13% submitted applications for non-domestic work only, and 16% submitted applications for both domestic and non-domestic work.

Direct applicants responding to the survey were primarily domestic customers of the building standards system, whereas agents spanned a mix of domestic only, commercial only, and combined (domestic and commercial) customers (Figure 3).

Figure 3 Customer type by category of application

Figure 3 Customer type by category of application

A more detailed breakdown of the categories of building work for which surveyed customers had applied, is shown in Figure 4.

Applications relating to ‘Domestic existing build’ (either alterations or extensions) account for the majority (59%) of responses.

Figure 4 Categories of building work

Figure 4 Categories of building work

The most common reason why surveyed customers made contact with their local authority building standards service was to prepare an application for a building warrant (Figure 5).

Figure 5 Reasons for making contact with the building standards service

Figure 5 Reasons for making contact with the building standards service


Contact

Email: simon.moore@gov.scot