Building Standards Update Newsletter

Helping to build a better North Lanarkshire

June 2007

Safety and Service

The Building Standards section aims to ensure that buildings in North Lanarkshire comply with building regulations. We do this by providing a customer focussed service for the processing of building warrant applications, inspection of works and verification of submitted completion certificates. In addition, we are responsible for enforcement relating to unauthorised or dangerous buildings.

Other services offered include:

•   Electronic Plan Assessment;

•   Providing a Building Standards Enquiry System;

•   Providing a search and copy document service;

•   Undertaking licensing inspections;

•   Providing a street naming and numbering service.

Building Standards expenditure is closely monitored to ensure that Council resources are used effectively and efficiently reinforcing a theme of safety and service.

Expenditure for 2006/07 can be summarised as:

•   Buildings Standards staff salaries         £1,223,228   
and travelling expenses                               

•   Support Service staff and office             £250,000 (Estimated)

     accommodation etc

•   Staff Training                                            £7,306

Performance and Progress

In June 2006, North Lanarkshire Council's Building Standards service was audited by the Scottish Building Standards Agency (SBSA). A team of auditors conducted a two day examination of the service and produced a very favourable report. The auditors commented upon the commitment of the service to continuous improvement. Please use the link to view our verification audit

During the past year Building Standards has faced various challenges including, legislative change, increases in workload and changes in personnel, however, a high level of performance has been achieved in key areas of service delivery. For example, in terms of performance indicators

•   89% of building warrant submissions responded to within 15 days

•   82% of building warrants issued within 6 days

•   75% of completion certificate submissions responded to within 6 days

•   92% of clearance documents responded to within 10 days.

Despite various challenges our performance, noted above, has measured well against our target of 80% in each indicator category.

In addition to basic performance figures the service has developed in a number of other ways:

•   Customer Focus Groups have been established with changes made to our service delivery as a result. For example, a standardised way of answering telephone calls has been introduced, standard letter templates have been adapted to make them easier to read, customer questionnaires have been introduced to seek comment on a regular basis and we are examining ways of ensuring greater consistency between Area offices

•   The Council's 'Harvest' system for complaints, compliments and comments has been utilised. To date a number of compliments have been received commenting on the helpfulness of our staff and our willingness to assist. A small number of complaints have been received and these have been acted upon. Where appropriate this information will assist in the future development of services

•   Customer consultations have been conducted either by face to face meetings or by telephone. Customers were asked to comment on their impression of the service, their previous experiences of dealing with building standards, their assessment of our performance and suggested improvements. The main issues identified relate to communication and consistency which we are currently addressing

•   A customer questionnaire has been devised and will be issued at the completion stage of all building warrants

•   New style guidance documents and forms have been produced to assist customers

•   Our web site has been updated with relevant links added to provide further guidance and assistance

•   New performance indicators have been developed based on a risk assessed approach. New response times of 10, 15 and 20 days have been introduced and performance measured accordingly. Response times are based on the complexity and risks associated with each project;

•   The 'Building Standards Update' information sheet has been developed to provide customers with a review of the past year. The sheet will be published yearly and is also available on the Council web site

•   The service delivered is continually reviewed to ensure the service meets customer requirements.

Looking Forward

From the 1st of April 2007 Building Standards, as part of Planning and Development, joins Roads and Transportation, Protective Services, Land Services and Facility Support Services to form Environmental Services. The new service is led by Executive Director Paul Jukes. The change is part of the Council's 'Service and People First' initiative.

Building Standards has recently submitted a revised Balanced Scorecard to the SBSA. The Scorecard sets out a programme of initiatives designed to maintain a theme of continuous improvement. Included is our aim of achieving ISO accreditation.

Further Information:

Should you wish further information or advice please do not hesitate to contact your local Building Standards office details of which can be found at the right hand side of the page.