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Progress Report on improvements to Building Control Customer service

Progress Report on improvements to Building Control Customer service. Nicola Gillott - Client Admin. Co-ordinator Andrew Taylor - Building Control Manager Sheffield City Council. What we will cover. Listening to the customer Service changes Easier approval process

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Progress Report on improvements to Building Control Customer service

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  1. Progress Report on improvements to Building Control Customer service Nicola Gillott - Client Admin. Co-ordinator Andrew Taylor - Building Control Manager Sheffield City Council

  2. What we will cover Listening to the customer Service changes Easier approval process Links between Planning and Building Control

  3. Reminder of the customer review Opportunity to take a step back Understand performance from a customer perspective Improve perception of the service Improve service to customers Identify efficiencies - remove any waste and bureaucracy Understand links between Planning and Building Control

  4. What mattered to the Customer? • Approval • Professionalism/expertise • Want a single point of contact/build a relationship • No surprises • Helpful • Timescales/be flexible • Resolutions not problems • To be complimentary

  5. Service Changes Customer focus Problem solving; flexible; clear and informed advice 1-2-1relationships Plans and Sites a single team Continuous learning Enhanced Services – We do more than Building Control Contract Demolition Service Air pressure testing; SAP; EPC; SBEM; Code For Sustainable Homes; Acoustic Testing; Warranties Approval time improvements 12 days average and improving (10 average days this month)

  6. Service Changes continued…. Supporting Partners Working inside and outside Sheffield Supporting their business LABC Awards Same day inspections Front-end Approvals and Completion Certificates Web improvements

  7. The Approval Process - Making it easier Application deposit and Approvals Online – 40% to buildingcontrol@sheffield.gov.uk New Developments BC E Forms Telephone applications

  8. Refreshed Web site

  9. LABC South Yorkshire & Humber Awards 2013 Go to: www.sheffield.gov.uk

  10. LABC South Yorkshire & Humber Awards 2013 Nominate your Project online

  11. Follow us on Twitter @SCC_Planning_BC

  12. Planning and Building Control In a sample of 100 planning applications, 50% of those applications would follow on to need Building Regulation consentWe can be there if you need usWe want to be involvedWe can add value

  13. Planning and Building Control - An example Development Team Approach Extension for a New Heavy Forge Early engagement with all parties Visit to site Preliminary comments and problems resolved Client sees benefits and is leading on management of project LABC engaged

  14. Any questions?Are we delivering? Contact: Andrew Taylor Building Control Manager Sheffield City Council Email: andrew.taylor@Sheffield.gov.uk

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