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Welcome to birmingham.gov.uk

Enforcement Customer Feedback



The purpose of these surveys is

  • to establish the needs of our enforcement customers - both the complainants and those carrying out work without permission (known as 'offenders')
  • to assess satisfaction levels of customers - we aim for 70% satisfaction levels
  • to identify areas for improvement to the enforcement process

The graphs below represent the views of the complainants and offenders based on their overall satisfaction rating being either Very Good or Good. Also below are the 4 key questions contained in each questionnaire and their responses during the period 1 April 2012 to 31 March 2013. Graphs will be displayed on an annual basis.

Customer Feedback questionnaires are sent out once a case has been closed by our Planning Enforcement Officers. Copies of the questionnaire are attached below

The graphs below represent the views of our customers based on five key questions contained in each questionnaire during the period 1 April 2012 to 31 March 2013. Graphs will displayed on an annual basis.

Complainants

Complainants

1. Did you feel sufficiently informed about planning before making your complaint?

2. Did we meet your expectations?

3. When you contacted us by phone about your complaint, how would you rate our service?

4. How would you rate the overall professionalism of the Enforcement Officer?

5. How would you rate our service overall?

To summarise, our performance against our 70% target shows

  1. 55% of service users felt sufficiently informed about before making their complaint?
  2. 41% of service users said that we met their expectations
  3. 45% of service users rated the quality of our telephone service as either good or very good
  4. 45% of service users rated the overall professionalism of the Enforcement Officer as either good or very good

,

1. Did you know that you were breaching planning legislation before carrying out the work?

2. Did we meet your expectations?

3. When you contacted us by phone about your complaint, how would you rate our service?

4. How would you rate the overall professionalism of the Enforcement Officer?

5. How would you rate our service overall?

To summarise, our performance against our 70% target shows

  1. 52% of service users did not know that they had breached planning before carrying out the work
  2. 76% of service users said that we met their expectations
  3. 72% of service users rated the quality of our telephone service as either good or very good
  4. 83% of service users rated the overall professionalism of the Enforcement Officer as either good or very good

.

Here are some of your Comments and our responses to those comments

  • Access to officers We have amended our Enforcement Complaint acknowledgement letters to now contain officers direct dial telephone numbers.
  • Need more updates Officers will be reminded of the need to send updates were necessary to both complainants and offenders
  • Clearer explanations needed about why the complaint has been closed – Officers have been reminded not to use jargon or technical paragraphs This has been discussed directly with the Enforcement Team leader.
  • Why have I been visited by an Enforcement Officer – We have created a new leaflet to be given to offenders when a site visit has taken place.

In addition to your comments we have carried out the following service improvements:

  • Update our Enforcement webpages to make them more user friendly
  • Added FAQs to the reverse of all enforcement acknowledgement letters
  • Amend the content of our Enforcement Information Leaflet
  • Revised the online complaint form to gather more information from complainants about specific sites

Find out how we turned your comments, complaints and compliments into service improvements.

BCC Footer

Last Updated : 23rd September 2013