Building Standards charters and feedback

Find out more about Building Standards charters and feedback.

Building Standards customer charter

The customer charter (pdf 583KB) sets out the customer service standards that you can expect when you interact with Building Standards. It also explains how to give feedback which helps to shape and improve our services as well as what to do if things go wrong and you wish to make a complaint.

Building Standards enforcement charter

The enforcement charter (pdf 145KB) sets out the procedure that Building Standards will follow if enforcement action is required.

Customer Service Excellence

The Building Standards team have worked hard to gain accreditation to the Customer Service Excellence (CSE) award. CSE places customer priorities at the heart of the service, by developing customer insight, understanding user experiences, and robustly measuring levels of satisfaction with the service. For more information refer to the Customer Service Excellence website.

Customer feedback

If you have recently used our service, we would welcome your views. Please take 5 minutes to complete our customer satisfaction questionnaire.

If you would like to make a compliment, comment or complaint please fill out our online form.

Improving our service from customer feedback

We analyse all questionnaires and discuss suggestions, feedback, and comments – your input is helping us to improve the services we provide to you. Thank you for helping us to directly improve the way we do things. Your suggestions have led to the following recent service improvements:

You said We did
Improve website navigation Review of our website and content is ongoing. Implemented a more visible step by step guide to the Building Standards process
Improve the template for the Building Standards Annual Performance Report Developed a more accessible format for the annual report after feedback from the Scottish Government and peer review
Implement a combined Agent Forum with Building Standards and Development Management Joined up working, improved information, communication, and customer feedback
Develop a Joint Building Standards and Development Management newsletter Joined up working, improved information, communication, and customer feedback
Develop a protocol for virtual Site Inspections Ensure the service is operational throughout the COVID-19 pandemic
Develop the use of Social media Developing the use of Facebook as a means of communication by creating a 12-month Building Standards social media campaign

National customer satisfaction questionnaire

The Scottish Government conducts an annual national customer satisfaction survey for all local authority Building Standards services with the purpose of monitoring a number of performance indicators as well as using customer feedback to improve services. We are pleased to have obtained a 13 percent response rate from the national customer satisfaction survey.