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Licensing - Service Plan and Service Standards

A copy of the Licensing Service Plan 2013-2014 is attached below.

Some of the service standards our customers can expect from us include:-

  • If you telephone us we will answer within 15 seconds.
  • If you request our assistance we will contact you within 5 working days to respond to your request.
  • When we have no option but to take enforcement action against a person we will strive to complete our investigation within two thirds of the time allowed to us by law.
  • We will operate an appointment system at our Crystal Court offices.
  • We will ask you, our customers, what you think of the quality of our services and take on board your views.
  • We will visit all Private Hire Operators three times during the year.

How we performed last year?

Some of the targets and performance measures for the year are set out below:-

Our Commitment

Our Target

Our Performance


To ensure stakeholder satisfaction with the overall service provided

Hackney Carriage and Private Hire Customers - 90%
General Licensing Customers - 90%



To respond to requests for assistance and letters within 5 working days


Requests for assistance - 99.6%

Letters - 99.6%

To visit traders, licensed and unlicensed, throughout the year

To undertake our planned inspections

100% undertaken - 8,368

To establish compliance during checks of Private Hire and Hackney Carriage vehicles

Hackney Carriage 90% compliance
Private Hire 65% compliance

Hackney Carriage 89.4%

Private Hire 71.2%

To determine the outcome of licensing applications within 60 days


Licensing Act - 100%

Hackney Carriage & Private Hire - 100%

Other - 100%

To submit enforcement reports within two thirds of the time allowed by the law



For further information please use the Licensing General Enquiry Form.
or contact:-
Licensing Section,
Crystal Court,
Aston Cross Business Village,
50 Rocky Lane,
B6 5RQ

(Monday, Tuesday, Thursday 9am - 4pm
Wednesday 10am - 4pm
Friday 9am - 3.30pm)
Please note that ALL licensing applications will be dealt with by pre-booked appointments only.

(Taxi & Private Hire)
Telephone: 0121 303 8442
Fax: 0121 303 9796

(Licensing Act 2003 - Alcohol & Entertainment)
(General Licensing - Other Licences & Gambling Act 2005)
Telephone: 0121 303 9896
Fax: 0121 303 9982

(Licensing Enforcement)
Telephone: 0121 303 9611
Fax: 0121 303 9737

e-mail: licensing@birmingham.gov.uk