Key announcements

Due to maintenance, some of our online forms and systems will be unavailable from 6:00am on Saturday 30 March to 7:00am on Monday 1 April. We are sorry for any inconvenience. To find out more about the section 114 notice, visit our section 114 page

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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