We use cookies to collect anonymous data to help us improve your site browsing experience.

Click 'Accept all cookies' to agree to all cookies that collect anonymous data. To only allow the cookies that make the site work, click 'Use essential cookies only.' Visit 'Set cookie preferences' to control specific cookies.

Set cookie preferences

Your cookie preferences have been saved. You can change your cookie settings at any time.

Publication - Research and analysis

Building Standards verification performance framework - national customer satisfaction survey: survey findings 2021

Published
3 February 2022
Topic
Building, planning and design
ISBN
9781802018677

Results from the National Customer Satisfaction Survey 2021 giving a summary of local authority performance of the National Performance Framework.

View supporting documents Supporting documents

Appendix 1: Results by Local Authority verifier size

11.1. Main Survey Data by Local Authority Verifier Size

1. The charts in this section present the main survey data according to the size of the local authority verifier. In this context, size is defined as the number of building warrant applications made by customers within the 2020-2021 financial year. Three size bandings have been derived, as follows:

Table 11.1.a Size bandings per number of applications

Small – Up to 1,000 applications

  • Aberdeen City
  • Angus
  • Argyll & Bute
  • Clackmannanshire
  • Dundee City
  • East Ayrshire
  • East Lothian
  • East Renfrewshire
  • Eilean Siar
  • Falkirk
  • Inverclyde
  • Midlothian
  • Moray
  • North Ayrshire
  • Orkney
  • Scottish Borders
  • Shetland
  • South Ayrshire
  • Stirling
  • West Dunbartonshire

Medium – 1,001 to 2,000 applications

  • Aberdeenshire
  • Dumfries & Galloway
  • East Dunbartonshire
  • Perth & Kinross
  • Renfrewshire
  • South Lanarkshire
  • West Lothian

Large – 2,001+ applications

  • City of Edinburgh
  • Fife
  • Glasgow City
  • Highland
  • North Lanarkshire

Source: Pye Tait Consulting 2021

Figure 11.1.a Total Respondents
Chart showing total number of respondents, by category of Building warrant applications

Source Pye Tait Consulting 2021

11.2. Overall Satisfaction and Meeting Expectations

Figure 11.2.a Overall satisfaction with the building standards service
Chart showing overall satisfaction with the building standards service, by category of Building warrant applications

Source Pye Tait Consulting 2021

Figure 11.2.b Extent to which the service met expectations
Chart showing the extent to which the service met expectations, by category of Building warrant applications

Source Pye Tait Consulting, 2021

11.3. Timeliness

Figure 11.3.a Timeliness — LAs with up to 1,000 building warrant applications
Chart showing the timeliness of service aspects, by local authorities with up to 1,000 building warrant applications

Notes * (e.g. detailing non-compliance or further information requested)

Source Pye Tait Consulting, 2021

Figure 11.3.b Timeliness — LAs with 1,001–2,000 building warrant applications
Chart showing the timeliness of service aspects, by local authorities with 1,001-2,000 building warrant applications

Notes * (e.g. detailing non-compliance or further information requested)

Source Pye Tait Consulting, 2021

Figure 11.3.c Timeliness — LAs with 2,001+ building warrant applications
Chart showing the timeliness of service aspects, by local authorities with 2,001+ building warrant applications

Notes * (e.g. detailing non-compliance or further information requested)

Source Pye Tait Consulting, 2021

Figure 11.3.d Satisfaction with the way kept informed
Chart showing satisfaction with the way kept informed, by category of Building warrant applications

Source Pye Tait Consulting, 2021

11.4. Advice and Guidance

Figure 11.4.a Advice and guidance — LAs with up to 1,000 BW applications
Chart showing the satisfaction with advice and guidance, by local authorities with up to 1,000 building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.4.b Advice and guidance — LAs with 1,001–2,000 building warrant applications
Chart showing the satisfaction with advice and guidance, by local authorities with with 1,001-2,000 building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.4.c Advice and guidance — LAs with 2,001+ building warrant applications
Chart showing the satisfaction with advice and guidance, by local authorities with 2,001+ building warrant applications

Source Pye Tait Consulting, 2021

11.5. Quality of Service

Figure 11.5.a Quality of service — LAs with up to 1,000 BW applications
Chart showing the satisfaction with quality of service, by local authorities with up to 1,000 building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.5.b Quality of service — LAs with 1,001–2,000 building warrant applications
Chart showing the satisfaction with quality of service, by local authorities with 1,001-2,000 building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.5.c Quality of service — LAs with 2,001+ building warrant applications
Chart showing the satisfaction with quality of service, by local authorities with 2,001+ building warrant applications

Source Pye Tait Consulting, 2021

11.6. Inspections

Figure 11.6.a Satisfaction with aspects of inspection visit — LAs with up to 1,000 building warrant applications
Chart showing satisfaction with aspects of inspection visit, by local authorities with up to 1,000 building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.6.b Satisfaction with aspects of inspection visit — LAs with 1,001–2,000 building warrant applications
Chart showing satisfaction with aspects of inspection visit, by local authorities with 1,001-2,000 building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.6.c Satisfaction with aspects of inspection visit — LAs with 2,000+ building warrant applications
Chart showing satisfaction with aspects of inspection visit, by local authorities with 2,000+ building warrant applications

Source Pye Tait Consulting, 2021

11.7. Communications

Figure 11.7.a Channels of interaction
Chart showing the channels of interaction, by category of Building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.7.b Quality of written information and documentation
Chart showing the quality of written information and documentation, by category of Building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.7.c Satisfaction with electronic communications forms — LAs with up to 1,000 building warrant applications
Chart showing satisfaction with electronic communication forms, by local authorities with up to 1,000 building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.7.d Satisfaction with electronic communication forms — LAs with 1,001–2,000 building warrant applications
Chart showing satisfaction with electronic communication forms, by local authorities with 1,001-2,000 building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.7.e Satisfaction with electronic communication forms — LAs with 2,001+ building warrant applications
Chart showing satisfaction with electronic communication forms, by local authorities with 2,001+ building warrant applications

Source Pye Tait Consulting, 2021

11.8. Accessibility

Figure 11.8.a Building standards service staff are accessible to meet in person
Chart showing the accessibility of Building standards service staff to meet in person rating, by category of Building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.8.b Building standards service staff are accessible to meet in person
Chart showing the accessibility of Building standards service staff to meet in person, by category of Building warrant applications

Source Pye Tait Consulting, 2021

Figure 11.8.c Building standards service staff are approachable
Chart showing how approachable Building standards service staff are, by category of Building warrant applications

Source Pye Tait Consulting, 2021

Contact

Email: buildingstandards@gov.scot

Back to top