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Birmingham City Council

Customer Service Performance Indicators


We continually monitor our service provision targets to ensure we maintain a high level of service to our customers. The following charts summarise our achievements to date within these targets.


To view the latest monthly performance targets.


 To view the cumulative yearly performance targets.


 To view the 3Cs latest summarised figures.

We recognise that on occasions our service may not always meet your expectations. The introduction of the 3C's Policy (Compliments - Complaints - Comments) helps us to monitor customer feedback, both positive and negative and ensure corrective action is taken where necessary.

In addition to the above published performance measures, we also have a number of equally important targets which are designed to ensure that your interactions with our service are as efficient and timely as possible, these are:

  • Registered within 24 hours of receipt - new applications, amended plans and further information.
  • Responded to within 24 hours of receipt - emails and faxes received into our general mailbox.