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

6. Timeliness and keeping customers informed

6.1. Timeliness

1. Just over half of customers (54%) are satisfied with the timeliness of various aspects of the service they received, which is a continued decrease from 58% in 2020 and 60% in 2019.

2. Among the 18% of dissatisfied customers, most highlighted 'responding to telephone enquiries' as the reason for a negative rating (Figure 6.1.a).

Source Pye Tait Consulting, 2021

3. Similar to 2020, agents responding to the survey are more satisfied than direct applicants with respect to the timeliness of various aspects of the service. Agents are more satisfied than Direct applicants with most aspects, although applicants are more satisfied with the timeliness of 'Response to telephone enquiries' and 'Responding to a request for a site visit' – an identical finding to 2020.

4. The 2021 breakdowns by applicants and agent are shown in Figures 6.1.b and 6.1.c, below.

Source Pye Tait Consulting, 2021

Source Pye Tait Consulting, 2021

6.2. Keeping Customers Informed

1. Just under three in five surveyed customers (59%) are satisfied with the way they were kept informed about the progress of their application or submission. This is a slight decrease from 61% in 2020. Around one in five customers (22%) are not satisfied and this is highest among applicants (Figure 6.2.a). This is a slight increase compared to 2020 (20%) and similar to 2019 levels, but a marked improvement from the 32% not satisfied in 2017, and 27% not satisfied in 2018.

Source Pye Tait Consulting, 2021

2. Respondents stating 'fairly dissatisfied' or 'very dissatisfied' were asked to provide supporting reasons and 591 comments were received. These customers primarily cited lengthy waiting times to complete the process and difficulties communicating or using the online portal. This was consistent across agents and direct applicants.

3. The main reported issues include slow, inadequate, and sometimes unhelpful communications, with limited interaction and guidance from local authorities on progress. Customer perceptions were that lack of resources or mismanaged staff were the main causes of issues. Staff absence due to sickness, Covid-19, and the online portal are also commonly cited as problems in the communications process.

"No communication with us at all. We had to keep chasing the representative, constant excuses. Wasted almost a full year trying to get a completion certificate just for a garage conversion. Simply not acceptable." (Direct applicant)

"The lockdown and officers not being able to be contacted by phone. Very challenging to get advice for this one of process." (Direct applicant)

"Queries were often written in difficult to understand language, difficult to contact a BCO in person, and huge delays from issuing updated/revised information to obtaining the warrant or a further response." (Agent)

"No idea how to use the [online] system and it isn't very user friendly. We couldn't progress our application because of the information required and this wasn't easily obtained but no one could tell us or advise us about what to do. We haven't been able to progress our application for over a year." (Direct applicant)

"My most recent application had not progressed and we weren't advised what was still outstanding. After chasing Building Control by email and telephone several times, I spoke to an admin worker who could see they were looking for engineer's design calculations. Until then, we hadn't been made aware of this outstanding information, and the only written communication I received was a letter later, stating our warrant would be refused if we didn't provide this information as previously requested - which it wasn't. I am finding I have to chase up on progress, I never receive an update otherwise, just threatening letters. I again believe this is a sign that BCOs are overstretched and are struggling to put anything in writing as the application progresses." (Agent)