Building standards performance

This gives customers the reassurance that a consistent, high-quality service will be delivered no matter which verifier provides the service.

It is divided into two parts:

1. National Charter
2. Local Charter

Our aims

To grant building warrants and accept completion certificates:  

• To secure the health, safety, welfare and convenience of persons in and about buildings and others who may be affected by buildings or matters connected with buildings.
• Furthering the conservation of fuel and power.
• Furthering the achievement of sustainable development.

Our vision/values

To provide a professional and informative service to all our customers. 

Our commitments

Nationally, all verifiers will: 

1. Seek to minimise the time it takes for customers to obtain a building warrant or amendment to building warrant.
2. Ensure continuous improvement around the robustness of our verification assessments to ensure compliance.
3. Meet and seek to exceed customer expectations.
4. Carry out local customer satisfaction research, such as surveys and focus groups. 
5. Address feedback obtained through local and national customer satisfaction research (including a National Customer Satisfaction Survey) to improve the customer experience.
6. Provide information on local formal complaints procedures, the LABSS Dispute Resolution Process, and the BSD Customer Performance Reporting Service, and refer customers as appropriate.
7. Provide accurate financial data that is evidence-based.
8. Engage and participate in partnership working at local and national level to identify and embed service improvements at a national level.
9. Adhere to a national annual performance report outlining our objectives, targets and performance.
10. Fully adhere to the commitments outlined in this Charter (including information on customer dissatisfaction in relation to building warrant processing timescales, processes and technical interpretation.
11. Use a consistent format for our continuous improvement plans.

More information 

National information on verification performance can be found on the Scottish Government website.

Purpose of our Local Customer Charter 

We are committed to giving our customers high-quality service. The aim of our local charter is to inform you about the service we provide. We review our service to ensure we continue to meet our customers' needs.

Services provided:   

• An online service for the submission of building warrant and related applications and information through the Scottish Government eDevelopment portal.
• Process building warrant applications.
• Give specific and tailored pre-application advice based on your individual needs.
• Verification construction work relating to building warrants in accordance with the tailored Construction Compliance and Notification Plan (CCNP) specific to your project.
• Verification of completion certificate submission, including customer satisfaction surveys to assist in service improvement.
• Maintain an online building standards register to allow you to view information relating to warrant applications, completion certificates and enforcement.
• A building standards enquiry system, including a search and copy document service
• Inspections relating to licensed premises.
• A street naming and numbering service.
• Enforcement relating to unauthorised or dangerous buildings.
• Maintain a 24-hour emergency call-out service on reported dangerous buildings.  

Our commitment to you

We will:

• Resolve your enquiries at first point of contact, whenever possible.
• Keep you updated on the progress of your enquiry or application.
• Discuss options around the return of approved plans.
• Treat you fairly, with courtesy, respect and according to your individual needs.
• Ensure our staff are trained to help or give advice that is relevant and accurate, or to put you in touch with the right person to answer your query.
• Maintain our online services to ensure you can make an electronic application and  submit or search for information  
• Offer help with any forms you may be asked to complete.
• Contact you when your application has been checked to provide you with information, for example to provide an update on your application, or to advise on the inspection regime for your project.
• Let you know if we are going to be late for our agreed appointment.

If you contact us by email or write to us we will:

• Let you know within one working day that we have received your email.
• Our quickest statutory timescale for responding to customers is six days, however we aim to respond to your enquiry by return. Where we need more time, we will let you know and tell you when you can expect a reply.
• Use plain language and avoid unnecessary jargon.

If you contact us by telephone we will:

• With a general enquiry, we will provide an answer service that gives you details of our website address, how to email us and gives you the option to leave a voice message.
• If you are calling about your individual application, for your convenience your case officers phone number is provided on your correspondence. We will respond to calls within eight rings and greet you politely and clearly, introducing ourselves by name and service area. When we are unavailable, we will provide an answer service that gives you the option to leave a voice message and details of how to email us should you prefer. We will respond to your voicemail within one working day.

How you can help us

We appreciate and value your feedback so you may be invited to participate in our customer satisfaction surveys. All feedback on our service is welcome, so should you wish to comment, please contact us: 'tell us what you think'.

Together with all local authorities in Scotland, the Scottish Government (Building Standards Division) undertakes a national customer satisfaction survey for building standards. After making a building warrant submission, you may be invited to take part in the national survey by email. If contacted, you may opt-in to complete it or choose to unsubscribe from any reminder emails. 

We aim to provide the best service for you. To assist us we ask you to please:  

• Use the Scottish Government eDevelopment portal to make your application, pay the relevant fee and to submit all re-submissions and additional information relating to your application.
• Consider the use of Certificates of Design (structure and energy) to assist the application process.
• Consider the use of Certificates of Construction to assist compliance and completion certificate acceptance.
• Carefully read and follow the information and guidance which we provide.
• Advise us of any changes that might affect the service we provide to you (for example, if you change your contact details, your agent or your proposals).
• Quote your reference number or application number, if you have one, when you contact us.
• When making a resubmission, provide a covering letter addressing each of the observations and highlight on your drawing where the revisions are.
• Contact us at key stages as detailed in your Construction Compliance and Notification Plan (CCNP).
• Discuss and agree the use of alternative evidence with us to ensure it is acceptable to us.
• When contacted about an inspection notify us of whether anyone at the property is self-isolating or has been in contact with anyone who has been diagnosed with COVID-19, or has recently gone into self-isolation.
• Follow all government guidance on physical distancing and hygiene.
• Sign up for email updates on our service.

Our performance

We report to the Scottish Government quarterly on our performance. 

Our Annual Performance Report gives a summary of our performance. 

How are we doing?

Complaints, comments and compliments

While we aim to deliver a high-quality building standards service in a way that suits the needs of all our customers, it is inevitable that we won’t get it right every time. Our ‘Listening to You’ procedure for complaints, comments and compliments provides the opportunity for you to give your views on our service.

Don’t agree with our technical decision?

If you disagree with an interpretation of the Building Standards that we have adopted in the consideration of a building warrant that you have submitted, or will require to submit, you may request an interpretation through Local Authority Building Standards Scotland (LABSS) Dispute Resolution Process.

Have concerns about our performance?

Customers who have concerns about our service provision, for example regarding delays in turnaround times or communication, can report their concerns for investigation directly to the Scottish Government Building Standards Division.