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Customer Service Excellence

How well are we doing?

All areas of the Planning and Sustainable Development Service have achieved the Customer Service Excellence accreditation from SGS one of the world's leading inspection, verification, testing and certification companies. This means that you can expect an excellent level of customer service from us, and that we will seek feedback from you in order to continue to improve our customer experience.

 CSE logo LR

Customer Charter

Our Commitments

  1. Provide our customer with a timely service however you wish to contact us
  2. Supply information in formats suitable to your request and keep your information safe
  3. Provide services online where possible
  4. Deal with you promptly, communicating in plain language and keeping you informed of progress
  5. To always be accessible, polite, helpful, fair, sensitive and discreet in all dealings with you
  6. Provide a remedy for any customers adversely affected by a failure to meet agreed performance standards
  7. If we visit you we will arrange an appointment in advance if appropriate, wear identification and give you as much notice as possible if the appointment is altered or cancelled
  8. Carry out Customer Satisfaction Surveys and make necessary improvements promptly where gaps in our service provision have been identified
  9. Address feedback obtained through enquires, comments, compliments and complaints
  10. Engage with our peers and stakeholders to identify and embed a consistent standard

 

We will fully adhere to the commitments outlined in this Customer Charter

Alternative formats

This document can be provided in alternative formats and can be translated into other languages on request.

Our Customer Service Standards

You can expect the following levels of customer service from us. We will:

  • Answer telephone calls within 6 rings and if required relay the call to the specific case officer
  • Respond to telephone messages left on voicemail by the end of the next working day
  • Respond to postal correspondence within 15 working days, formal emails within 10 working days and informal emails by the end of the next working day
  • Ensure our responses are written in plain English and address all of the issues raised
  • When you visit us with an appointment we will see you within 5 minutes of the appointment time
  • When you visit us without an appointment we will see you within 10 minutes from your arrival

When you visit our premises you will find:

  • Reception areas are clean, tidy and as accessible as possible
  • Our staff wear identification badges at all times
  • A technical member of staff will be available at Marischal College from 8.30am to 5pm. However if you have a specific enquiry, we recommend that you make an appointment with the case officer

Measuring Customer Satisfaction

We have set a target of 85% for overall customer satisfaction levels. We are keen to improve on our targets and increase the number of customers that are highly satisfied. We carry out Customer Satisfaction Surveys to allow us to track our progress and implement service improvements.

If you have recently used our service, we would appreciate your feedback. Please fill in our customer satisfaction survey:

Your input helps us to improve the services we provide. Your feedback directly led to the actions set out here:

If you don't want to fill in a questionnaire you can email your comments and suggestions to:

What to do if our service does not meet your expectations

Sometimes we make mistakes. When this happens, we want people to let us know immediately what has gone wrong so we can apologise and put things right.

In the first instance, discuss your concerns with the case officer. If after that you still have concerns, please contact the Service Manager of the team who will investigate further.

If you remain dissatisfied, then you can lodge your complaint more formally through the City Council corporate complaints procedure. Details of which can be provided in print form by request, at our reception or on the City Council's web-site:

 

Team Name Service Manager Telephone E-Mail 
Application Support Team Pauline Wilkinson 01224-522659 PWilkinson@aberdeencity.gov.uk
Building Standards Gordon Spence 01224-522436 gspence@aberdeencity.gov.uk
Development Management
(including Masterplanning, Design and Conservation)
Daniel Lewis 01224-522250 dlewis@aberdeencity.gov.uk
Environmental Policy
(including Local Development Plan)
Gale Beattie 01224-523330 galeb@aberdeencity.gov.uk
Transportation
(including Strategy, Roads Projects and Public/Community Transport)
Hugh Murdoch 01224-523695 hughm@aberdeencity.gov.uk

Customer Charter Performance Indicators

The table below illustrates the performance indicator results across all teams and adopted to ensure that we meet our customer charter obligations. The indicators are measured using on the spot random samples and mystery shopping using a sample set of general customer enquires service-wide.

Performance Indicator Target % 2013* % 2014* % 2015* % 2016 % 2017 % 2018 %
Response to postal correspondence within 15 working days 85 100 100 100 100 100  -
Response to formal emails within 10 working days 85 100 100 100 100 100 
Telephone calls answered within 6 rings 85 100 100 80 100 89  -
Telephone message returned by the end of the next working day 85 67 65 60 94 90   -
Informal emails responded to by the end of the next working day 85 n/a n/a n/a n/a 100  -
Visitors to reception (with an appointment) seen within 5 minutes of their appointment time 85 100 100 100 100 100  -
Visitors to reception (without an appointment) seen within 10 minutes 85 100 100 100 100 100  -

*prior to 2016 the data relates only to Development Management and Building Standards sections. From 2016 the data also includes Transportation and Environment Policy.

What we expect from you

Here are some of the things you can do to make it easier for us to do our work:

  • Give us all of the information we need to help you
  • Let us know if you require additional assistance or support
  • Attend appointments on time, letting us know if you will be late or cannot attend
  • Ask us to explain anything you are unsure of
  • Treat our staff with respect
  • Tell us how we can improve our service

Satisfaction Surveys

We are keen to continue to improve on these targets and increase the number of customers that are highly satisfied. Each year we conduct Agent's and Customer Satisfaction Surveys to allow us to track our progress and implement service improvements.

Agent's Customer Satisfaction Questionnaire 2016
We received 39 responses from our recent Agent Customer Satisfaction Questionnaire. We have set ourselves a target of 85% customer satisfaction and the analysis detailed below indicates that:

  • 91% of Building Standards Agent customers were satisfied with the overall assistance we provided in our annual 2016 survey compared to 85% in the 2015 survey
  • 80% of Development Management Agent customers were satisfied with the overall assistance we provided in our annual 2016 survey compared to 92% in the 2015 survey

Combined Building Standards and Development Management overall Agent's Survey Satisfaction levels for 2016 sit at 85% satisfaction.

Customer Satisfaction questionnaire
Throughout the year we are keen to have your feedback and every quarter we analyse the results from our general customer satisfaction questionnaire. We appreciate that we have improvements to make to ensure that we reach a target of 85% customer satisfaction every quarter.

  • 93% of Building Standards customers were satisfied with the overall assistance we provided in our annual 2016 survey compared to 84% in the 2015 survey
  • 91% of Development Management customers were satisfied with the overall assistance we provided in our annual 2016 survey compared to 72% in the 2015 survey

We analyse all questionnaires and discuss suggestions, feedback and comments - your input is helping us to improve the services we provide to you. The link below is our action plan for service improvements - the actions have come directly from your feedback contained in the questionnaires. Thank you for helping us to directly improve the way we do things.

Customer charter performance indicators

We are committed to monitoring the targets set within our customer charters and the information below provides the results from our annual mystery shopping survey:

 

To Planning and Building Standards page.

To Planning and Sustainable Development page.