Publication - Research and analysis

Building standards verification performance framework: national customer satisfaction survey 2018

Published: 21 Mar 2019

This is an annual survey which provides a summary on performance indicators for each local authority.

75 page PDF

2.5 MB

75 page PDF

2.5 MB

Contents
Building standards verification performance framework: national customer satisfaction survey 2018
Appendix 1: Results by Local Authority Size

75 page PDF

2.5 MB

Appendix 1: Results by Local Authority Size

The charts in this section present the main survey data according to the size of the local authority. In this context, size is defined as the number of building warrant applications made by customers within the 2017-2018 financial year.

Three size bandings have been derived, as follows:

Small - Up to 1,000 applications

Medium - 1,001 to 2,000 applications

Large - 2,001+ applications

Angus
Argyll & Bute
Clackmannanshire
Comhairle nan Eilean Siar
Dundee City
East Ayrshire
East Renfrewshire
Falkirk
Inverclyde
Midlothian
Moray
Orkney
Shetland
South Ayrshire
Stirling
West Dunbartonshire
West Lothian
North Ayrshire

Aberdeen City
Aberdeenshire
Dumfries & Galloway
East Dunbartonshire
North Lanarkshire
Perth & Kinross
Renfrewshire
Scottish Borders

City of Edinburgh
Fife
Glasgow City
Highland
South Lanarkshire

Figure A1.1 Total respondents

Figure A1.1 Total respondents

Overall Satisfaction and Meeting Expectations

Figure A1.2 Overall satisfaction with the building standards service

Figure A1.2 Overall satisfaction with the building standards service

Figure A1.3 Extent to which the service met expectations

Figure A1.3 Extent to which the service met expectations

Timeliness

Figure A1.4 Timeliness - LAs with up to 1,000 building warrant applications

Figure A1.4 Timeliness - LAs with up to 1,000 building warrant applications

Figure A1.5 Timeliness - LAs with 1,001-2,000 building warrant applications

Figure A1.5 Timeliness - LAs with 1,001-2,000 building warrant applications

Figure A1.6 Timeliness - LAs with 2,001+ building warrant applications

Figure A1.6 Timeliness - LAs with 2,001+ building warrant applications

Figure A1.7 Satisfaction with the way kept informed

Figure A1.7 Satisfaction with the way kept informed

Advice and Guidance

Figure A1.8 Advice and guidance - LAs with up to 1,000 BW applications

Figure A1.8 Advice and guidance - LAs with up to 1,000 BW applications

Figure A1.9 Advice and guidance - LAs with 1,001-2,000 building warrant applications

Figure A1.9 Advice and guidance - LAs with 1,001-2,000 building warrant applications

Figure A1.10 Advice and guidance - LAs with 2,001+ building warrant applications

Figure A1.10 Advice and guidance - LAs with 2,001+ building warrant applications

Quality of Service

Figure A1.11 Quality of service - LAs with up to 1,000 BW applications

Figure A1.11 Quality of service - LAs with up to 1,000 BW applications

Figure A1.12 Quality of service - LAs with 1,001-2,000 building warrant applications

Figure A1.12 Quality of service - LAs with 1,001-2,000 building warrant applications

Figure A1.13 Quality of service - LAs with 2,001+ building warrant applications

Figure A1.13 Quality of service - LAs with 2,001+ building warrant applications

Figure A1.14 Awareness of the need to notify the building standards service

Figure A1.14 Awareness of the need to notify the building standards service

Figure A1.15 Awareness of the new Construction Compliance Notification Plan (CCNP)

Figure A1.15 Awareness of the new Construction Compliance Notification Plan (CCNP)

Figure A1.16 Whether an inspection visit was undertaken

Figure A1.16 Whether an inspection visit was undertaken

Figure A1.17 Satisfaction with aspects of the inspection visit - LAs with up to 1,000 BW applications

Figure A1.17 Satisfaction with aspects of the inspection visit - LAs with up to 1,000 BW applications

Figure A1.18 Satisfaction with aspects of the inspection visit - LAs with 1,001-2,000 building warrant applications

Figure A1.18 Satisfaction with aspects of the inspection visit - LAs with 1,001-2,000 building warrant applications

Figure A1.19 Satisfaction with aspects of the inspection visit - LAs with 2,000+ building warrant applications

Figure A1.19 Satisfaction with aspects of the inspection visit - LAs with 2,000+ building warrant applications

Communications

Figure A1.20 Channels of interaction

Figure A1.20 Channels of interaction

Figure A1.21 Quality of written information and documentation

Figure A1.21 Quality of written information and documentation

Figure A1.22 Whether visited the building standards section of the local authority website

Figure A1.22 Whether visited the building standards section of the local authority website

Figure A1.23 Satisfaction with forms of electronic communication - LAs with up to 1,000 building warrant applications

Figure A1.23 Satisfaction with forms of electronic communication - LAs with up to 1,000 building warrant applications

Figure A1.24 Satisfaction with forms of electronic communication - LAs with 1,001-2,000 building warrant applications

Figure A1.24 Satisfaction with forms of electronic communication - LAs with 1,001-2,000 building warrant applications

Figure A1.25 Satisfaction with forms of electronic communication - LAs with 2,001+ building warrant applications

Figure A1.25 Satisfaction with forms of electronic communication - LAs with 2,001+ building warrant applications

Accessibility

Figure A1.26 Building standards service staff are accessible to meet in person

Figure A1.26 Building standards service staff are accessible to meet in person

Figure A1.27 Building standards service staff are accessible to meet in person

Figure A1.27 Building standards service staff are accessible to meet in person

Figure A1.28 Building standards service staff are approachable

Figure A1.28 Building standards service staff are approachable

Figure A1.29 Whether visited the offices of the building standards service

Figure A1.29 Whether visited the offices of the building standards service

Figure A1.30 Satisfaction with specific aspects of the building standards service offices - LAs with up to 1,000 building warrant applications

Figure A1.30 Satisfaction with specific aspects of the building standards service offices - LAs with up to 1,000 building warrant applications

Figure A1.31 Satisfaction with specific aspects of the building standards service offices - LAs with 1,001-2,000 building warrant applications

Figure A1.31 Satisfaction with specific aspects of the building standards service offices - LAs with 1,001-2,000 building warrant applications

Figure A1.32 Satisfaction with specific aspects of the building standards service offices - LAs with 2,001+ building warrant applications

Figure A1.32 Satisfaction with specific aspects of the building standards service offices - LAs with 2,001+ building warrant applications


Contact

Email: sarah.waugh@gov.scot