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.

Building standards verification performance framework: national customer satisfaction survey 2018
1. Introduction

1. Introduction

1.1 Background to the survey

The building standards system in Scotland was established under the Building (Scotland) Act 2003. The Act gives powers to Scottish Ministers to make building regulations, procedure regulations, fees regulations and other supporting legislation as necessary to fulfil the purposes of the Act. The purposes include setting building standards and dealing with dangerous and defective buildings.

The remit of the building standards system is to protect the public interest by setting out the standards to be met when building or conversion work takes place, to the extent necessary to meet the building regulations.

The standards are intended to:

  • Secure the health, safety, welfare and convenience of persons in or about buildings and of others who may be affected by buildings or matters connected with buildings;
  • Further the conservation of fuel and power; and
  • Further the achievement of sustainable development.

The role of the building standards verifier is to protect the public interest by:

  • Providing an independent check of applications for building warrants to construct buildings, provide services, fittings or equipment in buildings, or to convert buildings;
  • Granting or refusing building warrants;
  • Carrying out an independent check of construction activities through the process of reasonable inquiry; and
  • Accepting or rejecting completion certificates.

Verifiers are appointed by Scottish Ministers and the Act provides for a variety of verifiers should they be required. At present, the only appointed verifiers are the 32 Scottish local authorities, each covering their own geographical area.

In 2011 Pye Tait Consulting, on behalf of the Scottish Government, developed a set of nine national Key Performance Outcomes (KPOs), which were implemented as part of the Building Standards Verification Performance Framework and launched on 1st May 2012. The intention of these was, through more accurate and effective comparisons, to ensure consistency and quality in terms of outputs and overall service, along with a greater focus on peer review, benchmarking and sharing of best practice. Additionally, the KPOs underpinned a strong culture of continuous improvement.

In 2013/14 the Scottish Government commissioned Pye Tait Consulting to develop and run the first national customer satisfaction survey for building standards. This was based on the need to obtain nationally consistent data on customer perceptions of their local authority building standards service. The first survey provided baseline data for trend analysis in subsequent years and was repeated in 2015, 2016 and 2017[7].

1.2 Changes from May 2017

In 2015, the Scottish Government commissioned Pye Tait Consulting to evaluate the performance of local authorities in their role as verifiers[8], with an aim to inform Scottish Ministers in the lead-up to the next appointment of verifiers from May 2017. The evaluation identified various considerations including the scope for a review and refresh of the performance framework.

In 2016, the Scottish Government completed this review in consultation with Local Authority Building Standards Scotland (LABSS) and with independent input from Pye Tait Consulting. The 32 local authorities were re-appointed on 1st May 2017 for varying lengths of time based on performance to date (17 local authorities for six years; 12 local authorities for 3 years; and 3 local authorities for 1 year)[9]. The new Building Standards Performance Framework for Verifiers was also implemented from May 2017[10].

Two of the seven new KPOs, categorised under 'Quality Customer Experience', aim to ensure that verifiers adhere to the commitments in the building standards customer charter and meet or exceed customer expectations. The 2017 survey aligns with KPO4 - titled Understand and respond to the customer experience. The purpose of this KPO is for local authority verifiers to monitor customer satisfaction with the building standards service and ensure it meets or exceeds customer expectations.

The Scottish Government Building Standards Division, in support of the Ministerial Working Group, recently consulted on making Scotland's buildings safer for people. The consultation sought to obtain stakeholder views and opinions two areas of consultation:

  • Reshaping the system including roles and responsibilities of verifiers, strengthening enforcement and ensuring compliance.
  • Fire safety standards relating to external cladding and cavities, means of escape, automatic fire suppression systems and fire engineered solutions.

The aim of which was to help ensure the safety of people in and around Scotland's buildings.

This report presents the findings from the 2018 national customer satisfaction survey.

1.3 Methodology

The 2018 survey questionnaire replicated the 2017 version (a copy is presented in Appendix 2).

The scope of the survey was all building standards customers from 1st April 2017, defined as:

a. Applicants for building warrants (including any agents);

b. Submitters of completion certificates (including any agents); and

c. Others that have interacted with the building standards service.

Local authorities sought consent from their customers to supplying their contact details (name and email address only) with Pye Tait Consulting for the express purpose of being invited to participate in the survey. To obtain customer consent, local authorities incorporated a Privacy Notice as part of the Application for Building Warrant form and/or contacted customers by email to provide the opportunity to opt out prior to their contact details being shared with Pye Tait Consulting.

The survey opened on 1st October 2018[11] and closed on 2nd November 2018. It was hosted online and customers with email addresses were directly invited by Pye Tait Consulting to participate. Local authorities were at liberty to promote the survey link to their own customers (i.e. those within scope) as appropriate.

When completing the survey, customers were asked to select the local authority to which their response related. Customers of multiple local authorities were invited to complete the survey more than once, as applicable.

A note about the analysis

For most survey questions, the findings contained within this report have been cross-tabulated by type of customer (see Figure 1). It should be noted that the findings have not been subject to statistical tests to determine the significance of any apparent patterns and should therefore be treated as indicative. Percentages shown in charts and tables may not add up to precisely 100% due to the impact of rounding.