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Environment
\ The Building Control Service
\ Customer Surveys 
Customer
Surveys
Comparison
of Customer Surveys carried out independently
| |
2006 |
2007 |
2008 |
| Information
regarding Surveyors |
% |
% |
% |
| Politeness
of Surveyors |
98 |
92.5 |
99.2 |
| Helpfulness
of Surveyors |
96.3 |
90 |
95.5 |
| Surveyors
– Problem Solving Skills |
88.5 |
92.5 |
97 |
| Accessibility
of Surveyors |
65.2 |
75 |
90 |
| Information
regarding Business Support |
% |
% |
% |
| Politeness
of Business Support |
98.5 |
100 |
98.3 |
| Helpfulness
of Business Support |
97.7 |
100 |
94.8 |
| Accessibility
of Business Support |
94.8 |
95 |
98.3 |
| General
Information |
% |
% |
% |
| Information
Easy to Understand |
93.7 |
90 |
98.3 |
| Would you
like information available in large print (answer in % as yes) |
6.3 |
0 |
1 |
| Would
you like information available in Braille (answer in % as yes) |
0 |
0 |
0 |
| Would you
like information available in another language (answer in %
as yes) |
0 |
0 |
0 |
| Would you
like information available in audio format (answer in % as yes) |
0 |
0 |
0 |
| Would you
like information available in other formats (answer in % as
yes) |
- |
- |
0 |
| |
2006 |
2007 |
2008 |
| General
Comments |
% |
% |
% |
| Overall
Satisfaction with Building Control |
93 |
82.5 |
96.5 |
| Individuals
aware of the complaints procedure |
8.7 |
75 |
56.5 |
| Individuals
who made a Complaint |
4.3 |
1.25 |
4.3 |
| Individuals
Satisfied with the Handling of the Complaint |
69.3 |
90 |
100 |
| Individuals
who Suggested Improvements to Building Control Department |
8.6 |
62.5 |
15.8 |
| Individuals
who would like to make Additional Comments |
4.7 |
87.5 |
15.8 |
Other
Comments made
Comments
1.
Sometimes it takes a number of calls to get through.
2. When out doing inspections it would be helpful
to be able to contact surveyors by phone to discuss inspections,
etc.
3. Sometimes BR3s request information that has
been dealt with previously.
4. Prefer letters.
5. Update website with scale of fees of new regulations,
etc.
6. Large applications sent via disk/email/ secure
site.
7. For minor changes to plans it could be sorted
by telephone and save time for BC and Applicant.
8. Response time slowed down considerably since
introduction of new regulations.
9. Happy with service.
10. Shorten time for processing Property Certificates,
although the problem is not the sole responsibility of Building
Control.
11. Speed up time it takes to get Property Certificates.
DOE reduced their cost to £30 and is available 7-10 days while
Building Control is £60 and takes 4-6 weeks.
12. Email would be preferable.
13. Early morning inspections for items requiring
contractors to co-ordinate with concrete plants would be helpful.
14. Clearer understanding of Pre-consultation process/notification
if surveyors are unavailable. After 2-3 days phoning told surveyor
on leave.
15. Clearer understanding of BR3s.
16. Mobile/email contact details for office.
17. More seminars on regulations.
18. Fee charged for inspections should be based
on the number of units not on the area of individual units. Why
charge more for 2000 sqm than 1000 sqm? Same number of inspections
will be carried out by Building Control Surveyor.
19. Improve release of BR3s slowed down since new
regulations.
20. Can you receive applications by emails?
21. Joint meetings to discuss SBEM.
22. Tone of letter Re BR14 quite threatening. Can
BR14s be sent to consultants rather than clients first?
23. Very happy with service.
24. Delay cost of providing Local Council certificate
to the legal profession.
25. You are doing a great job.
26. Notify builders when the Building Control Surveyor
is arriving within 1 hour slot.
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