Publication - Research and analysis

Building standards verification performance framework 2020: national survey findings

Published: 12 Feb 2021

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

Building standards verification performance framework 2020: national survey findings
2. Achieved Sample and Respondent Profile

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 verifier.
26,264
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 verifier.
20,966
C Total survey responses for Scotland:
Customers attributed their survey responses to a particular local authority verifier. Respondents could complete the survey more than once to provide feedback about more than one local authority verifier if they had been a customer of multiple local authorities.
3,037
D Response rate for Scotland (C as a percentage of B): 14.5%[10]

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

NB: The response rate for Scotland is not directly comparable with individual local authority verifier 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 verifier is based on total email addresses supplied by that local authority verifier.

Table 3 Achieved sample and response rate by local authority verifier
Local authority verifier A: Total email addresses supplied by local authorities to Pye Tait B: Total email addresses that were unique to each local authority verifier C: Actual survey responses attributed to each local authority verifier (self-selected by the customer) D: Response rate: Actual responses attributed to each local authority verifier (C) as a % of total email addresses supplied by that local authority verifier (A)
Aberdeen City 737 445 60 8.1%
Aberdeenshire 1,657 1,366 214 12.9%
Angus 445 294 63 14.2%
Argyll and Bute 528 303 68 12.9%
City of Edinburgh 3,559 2,798 379 10.6%
Clackmannanshire 237 137 21 8.9%
Dumfries and Galloway 672 573 122 18.2%
Dundee City 637 431 61 9.6%
East Ayrshire 485 367 47 9.7%
East Dunbartonshire 963 645 101 10.5%
East Lothian 468 209 35 7.5%
East Renfrewshire 708 389 71 10.0%
Eilean Siar 269 239 49 18.2%
Falkirk 548 332 67 12.2%
Fife 1,440 1,068 172 11.9%
Glasgow City 1,250 581 100 8.0%
Highland 1,693 1,408 238 14.1%
Inverclyde 131 37 7 5.3%
Midlothian 738 505 91 12.3%
Moray 762 600 107 14.0%
North Ayrshire 568 368 70 12.3%
North Lanarkshire 2,177 1,712 214 9.8%
Orkney 301 283 59 19.6%
Perth and Kinross 878 596 101 11.5%
Renfrewshire 838 465 89 10.6%
Scottish Borders 571 410 65 11.4%
Shetland 172 161 21 12.2%
South Ayrshire 660 481 71 10.8%
South Lanarkshire 354 290 46 13.0%
Stirling 735 497 102 13.9%
West Dunbartonshire 476 311 51 10.7%
West Lothian 607 432 75 12.4%
Customers of multiple local authorities Included in above totals +2,233 N/A N/A
Total 26,264 20,966 3,037 14.5%*

*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 (74%) were direct applicants for building warrants and/or submitters of completion certificates[11] in the 2019/20 financial year (the period in scope of the survey). A quarter (25%) were agents acting on behalf of applicants, while the remaining 2% fell outside of these categories (Figure 1).

Figure 1 Customer type [12]
Chart showing the proportion of Customer survey responses by Customer type.

Among direct applicants, two thirds (66%) 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)
Chart showing the proportion of Direct applicants who confirmed that they had used an agent

All customers were asked to state the category (or categories) of work for which they had submitted an application. The majority of customers (78%) had submitted applications for domestic work only, 11% submitted applications for non-domestic work only, and 12% 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
Chart showing the proportion of 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 (65%) of responses.

Figure 4 Categories of building work
Chart showing the proportion of building work categories

The most common reason why surveyed customers made contact with their local authority verifier 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
Chart showing the reasons for making contact with the building standards service, by Customer type

Contact

Email: Simon.moore@gov.scot