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
8. Accessibility

77 page PDF

625.8 kB

8. Accessibility

8.1 Making contact with the building standards service

On a scale from 1 ‘very difficult’ to 10 ‘very easy’, customers were asked to rate how easy they found making contact with their local authority verifier building standards service. Average ratings are broadly similar for each contact channel, with email appearing to be the easiest.

Figure 27 Ease of contacting the local authority verifier building standards service
Chart showing the ease of contacting the local authority verifier building standards service

Those customers finding it generally easy to make contact described an efficient service with few or no issues, supported by helpful, prompt and approachable staff.

Customers providing lower ratings have had opposing experiences referring to unanswered emails, slow response times to communications, staff not being available and phones going to voicemail and messages being unanswered. Many customers put these issues down to staffing issues in the service and staff starting to work from home due to the Covid-19 lockdown. The impact of Covid-19 also meant that meeting staff in person could not go ahead but instead some inspections and site visits took place using online video conferencing platforms.

Half of surveyed customers (51%) agree that building standards service staff are accessible if they want to meet with them in person. This is a decrease from 58% in 2019. Applicants are more satisfied than agents, with 52% and 48% in agreement, respectively (Figure 28).

Figure 28 Building standards service staff are accessible to meet in person
Chart showing the accessibility of Building standards staff to meet in person, by Customer type

Just under three quarters of customers (72%) agree that building standards service staff are approachable. This is a slight decrease from 75% in 2019. Agents (73%) are slightly more likely than applicants (71%) to agree on this (Figure 29).

Figure 29 Building standards service staff are approachable
Chart showing how approachable Building standards service staff are

8.2 Visiting the offices of the building standards service

Fewer than a quarter of surveyed customers (23%) reported having visited the offices of their local authority verifier building standards service – a continued decrease from 33% in 2019 and 42% in 2018. Instances of customers visiting the offices has decreased among direct applicants (19%, down from 27% in 2019) and agents (3%, down from 46% in 2019) – Figure 30.

Figure 30 Whether visited the offices of the local authority verifier building standards service
Chart showing whether visited the offices of the local authority building standards by Customer type

The majority of those customers who visited the offices of their local authority verifier building standards service (82%) are satisfied with various specific aspects of their visit (Figure 31). This is the same level as in 2019.

Figure 31 Satisfaction with specific aspects of the building standards service offices
Chart showing satisfaction with specific aspects of the building standards service offices

Contact

Email: Simon.moore@gov.scot