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Welcome to birmingham.gov.uk

Licensing - Service Plan and Service Standards

We work hard to provide you with the very best service possible.
This page summarises our service standards including our performance and the current Licensing Service Plan.

A copy of the Licensing Service Plan for 2016-2017 is attached below for your information.

Some of the service standards our customers can expect from us are as follows:

  • We will process licence applications within 60 days*.
    *Subject to tests and Committee timetable
  • 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 offices.
  • We will see personal callers to the licensing office within 15 minutes of their appointment time.
  • We will ask you, our customers, what you think of the quality of our services and take on board your views.

How we performed last year

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

Service Provision
(Our Commitment)

Acceptable Quality Level
(Our Target)

2015/16 Outturn
(Our Performance)

We will respond to all applications in a timely manner:

Percentage of applications processed within 60 days*

*Subject to tests and Committee timetable

98%

99.4%

We will respond to Requests for Assistance (RFAs):

Percentage of RFAs responded to within 5-day target

97.5%

94.4%

We will submit all prosecutions and formal caution reports within two thirds of the time allowed us by law

98%

50%

Percentage of successful licensing prosecutions

95%

93.8%

Hackney Carriage and Private Hire:

Overall customer satisfaction with Enforcement

80%

81%

Hackney Carriage and Private Hire:

Overall customer satisfaction with reception services

80%

96%

Percentage of personal callers to Licensing seen within 15 minutes of their appointment time

97%

99.9%