Publication - Research and analysis

Building standards verification performance framework 2020: national survey findings

Results from the National Customer Satisfaction Survey 2020 giving a summary of local authority performance of the National Performance Framework.

77 page PDF

625.8 kB

77 page PDF

625.8 kB

Contents
Building standards verification performance framework 2020: national survey findings
Appendix 1: Results by Local authority verifier Size

77 page PDF

625.8 kB

Appendix 1: Results by Local authority verifier Size

The charts in this section present the main survey data according to the size of the local authority verifier. In this context, size is defined as the number of building warrant applications made by customers within the 2019-2020 financial year.

Three size bandings have been derived, as follows:

Small - Up to 1,000 applications

Angus

Clackmannanshire

Dundee City

East Ayrshire

East Lothian

East Renfrewshire

Eilean Siar

Falkirk

Inverclyde

Midlothian

Moray

North Ayrshire

Orkney

Scottish Borders

Shetland

Stirling

West Dunbartonshire

Medium - 1,001 to 2,000 applications

Aberdeen City

Aberdeenshire

Argyll & Bute

Dumfries & Galloway

East Dunbartonshire

Perth & Kinross

Renfrewshire

South Ayrshire

South Lanarkshire

West Lothian

Large - 2,001+ applications

City of Edinburgh

Fife

Glasgow City

Highland

North Lanarkshire

Figure A1.1 Total respondents
Chart showing total number of respondents, by category of Building warrant applications

Overall Satisfaction And Meeting Expectations

Figure A1.2 Overall satisfaction with the building standards service
Chart showing satisfaction with the building standards service, by Building warrant application
Figure A1.3 Extent to which the service met expectations
Chart showing the extent to which the service met expectations, by Building warrant application

Timeliness

Figure A1.4 Timeliness – LAs with up to 1,000 building warrant applications
Chart showing timeliness of service aspects,with up to 1,000 building warrant applications
Figure A1.5 Timeliness – LAs with 1,001-2,000 building warrant applications
Chart showing timeliness of service aspects, with 1,001-2,000 building warrant applications
Figure A1.6 Timeliness – LAs with 2,001+ building warrant applications
Chart showing timeliness of service aspects, with 2,001+ building warrant applications
Figure A1.7 Satisfaction with the way kept informed
Chart showing satisfaction with the way kept informed, by category of Building warrant applications

Advice And Guidance

Figure A1.8 Advice and guidance – LAs with up to 1,000 BW applications
Chart showing satisfaction with advice and guidance, with up to 1,000 building warrant applications
Figure A1.9 Advice and guidance – LAs with 1,001-2,000 building warrant applications
Chart showing satisfaction with advice and guidance, with 1,001-2,000 building warrant applications
Figure A1.10 Advice and guidance – LAs with 2,001+ building warrant applications
Chart showing satisfaction with advice and guidance, with 2,001+ building warrant applications

Quality Of Service

Figure A1.11 Quality of service – LAs with up to 1,000 BW applications
Chart showing satisfaction with quality of service, with up to 1,000 building warrant applications
Figure A1.12 Quality of service – LAs with 1,001-2,000 building warrant applications
Chart showing satisfaction with quality of service, with 1,001-2,000 building warrant applications
Figure A1.13 Quality of service – LAs with 2,001+ building warrant applications
Chart showing satisfaction with quality of service, with 2,001+ building warrant applications
Figure A1.14 Awareness of the need to notify the building standards service
Chart showing awareness of the need to notify the service, by Building warrant applications
Figure A1.15 Awareness of the new Construction Compliance Notification Plan ( CCNP)
Chart showing the awareness of the new Construction Compliance Notification Plan (CCNP)
Figure A1.16 Whether an inspection visit was undertaken
Chart showing whether an inspection visit was undertaken, by Building warrant applications
Figure A1.17 Satisfaction with aspects of inspection visit – LAs with up to 1,000 building warrant applications
Chart showing satisfaction with inspection visit, with up to 1,000 building warrant applications
Figure A1.18 Satisfaction with aspects of inspection visit – LAs with 1,001-2,000 building warrant applications
Chart showing satisfaction with inspection visit, with 1,001-2,000 building warrant applications
Figure A1.19 Satisfaction with aspects of inspection visit – LAs with 2,000+ building warrant applications
Chart showing satisfaction with inspection visit, with 2,000+ building warrant applications

Communications

Figure A1.20 Channels of interaction
Chart showing the channels of interaction, by category of Building warrant applications
Figure A1.21 Quality of written information and documentation
Chart showing the quality of written information and documentation, by Building warrant applications
Figure A1.22 Whether visited the building standards section of the local authority verifier website
Chart showing whether visited the building standards website, by Building warrant applications
Figure A1.23 Satisfaction with electronic communication forms – LAs with up to 1,000 building warrant applications
Chart showing electronic communication satisfaction, with up to 1,000 building warrant applications
Figure A1.24 Satisfaction with electronic communication forms – LAs with 1,001-2,000 building warrant applications
Chart showing electronic communication satisfaction, with 1,001-2,000 building warrant applications
Figure A1.25 Satisfaction with electronic communication forms – LAs with 2,001+ building warrant applications
Chart showing electronic communication satisfaction, with 2,001+ building warrant applications

Accessibility

Figure A1.26 Building standards service staff are accessible to meet in person
Chart showing accessibility of Building standards to meet in person by Building warrant applications
Figure A1.27 Building standards service staff are accessible to meet in person
Chart showing accessibility of Building standards to meet in person by Building warrant applications
Figure A1.28 Building standards service staff are approachable
Chart showing how approachable Building standards staff are, by  Building warrant applications
Figure A1.29 Whether visited the offices of the building standards service
Chart showing whether visited the offices of building standards, by 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
Showing satisfaction with aspects of building standards offices,  up to 1,000 building warrants
Figure A1.31 Satisfaction with specific aspects of the building standards service offices – LAs with 1,001-2,000 building warrant applications
Showing satisfaction with aspects of building standards offices, with 1,001-2,000 building warrants
Figure A1.32 Satisfaction with specific aspects of the building standards service offices – LAs with 2,001+ building warrant applications
Showing satisfaction with aspects of building standards offices, with 2,001+ building warrants

Contact

Email: Simon.moore@gov.scot