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Licensing business plan and service standards

Our service standards

Our customers can expect that:

  • we'll process licence applications within 60 days*
  • if they request our assistance, we'll contact them within 10 working days to respond to their request
  • when we have no option but to take enforcement action against a person, we'll aim for prosecution success rates within acceptable limits
  • we'll operate an appointment system at our offices**
  • we'll see personal callers to the licensing office within 15 minutes of their appointment time**

*Subject to tests and committee timetable

** Suspended due to Covid-19 pandemic

How we performed last year

Service Provision

(Our Commitment)

Acceptable Quality Level

(Our Target)

2020 to 2021 Outturn

(Our Performance)

We will respond to all general licensing applications in a timely manner:

Percentage of applications processed within 60 days*

*Subject to tests and Committee timetable
90% 85%

We will respond to all Hackney Carriage and Private Hire licensing applications in a timely manner:

Percentage of applications processed within 60 days*

*Subject to tests and Committee timetable

90% 100%

We will respond to Requests for Assistance (RFAs):

Percentage of RFAs responded to within 10-day target
97.5% 96.8%
Percentage of successful licensing prosecutions 95% 95%
Percentage of personal callers to Licensing seen within 15 minutes of their appointment time 97% n/a*

* due to the Covid-19 pandemic, the licensing service ceased to offer a face-to-face service

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