progress report on improvements to building control customer service nicola gillott - client admin....
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Progress Report on improvements to Building Control Customer service
Nicola Gillott - Client Admin. Co-ordinator
Andrew Taylor - Building Control Manager
Sheffield City Council
• Listening to the customer
• Service changes
• Easier approval process
• Links between Planning and Building Control
What we will cover
Opportunity to take a step back
Understand performance from a customer perspective
Improve perception of the service
Improve service to customers
Identify efficiencies - remove any waste and bureaucracy
Understand links between Planning and Building Control
Reminder of the customer review
Approval Professionalism/expertise Want a single point of contact/build a relationship No surprises Helpful Timescales/be flexible Resolutions not problems To be complimentary
What mattered to the Customer?
Customer focus Problem solving; flexible; clear and informed advice
1-2-1relationshipsPlans and Sites a single teamContinuous learning
Enhanced Services – We do more than Building ControlContract Demolition ServiceAir pressure testing; SAP; EPC; SBEM; Code For Sustainable Homes; Acoustic Testing; Warranties
Approval time improvements12 days average and improving (10 average days this month)
Service Changes
Supporting PartnersWorking inside and outside SheffieldSupporting their business LABC Awards
Same day inspections
Front-end Approvals and Completion Certificates
Web improvements
Service Changes continued….
Application deposit and Approvals• Online – 40% to [email protected]
New Developments• BC E Forms• Telephone applications
The Approval Process - Making it easier
Refreshed Web site
LABC South Yorkshire
& Humber Awards 2013
Go to: www.sheffield.gov.uk
LABC South Yorkshire
& Humber Awards 2013
Nominate your Project online
Follow us on Twitter
@SCC_Planning_BC
Planning and Building Control
In a sample of 100 planning applications, 50% of those applications would follow on to need Building Regulation consent
We can be there if you need usWe want to be involvedWe can add value
Planning and Building Control - An example
Development Team Approach
Extension for a New Heavy ForgeEarly engagement with all partiesVisit to sitePreliminary comments and problems resolvedClient sees benefits and is leading on management of projectLABC engaged
Any questions?
Are we delivering?
Contact:Andrew Taylor
Building Control Manager
Sheffield City Council
Email: [email protected]