General Customer Service
|
Route |
Response/time |
Format |
|---|---|---|
|
Telephone - general enquiries |
Answer promptly during office hours and in line with published availability. |
Verbal |
|
Voicemail/telephone call back requests |
Respond within 2 working days |
Verbal or written |
|
Voicemail message |
Kept up to date and confirms: when officer is due to return to the office and who might be contacted in the interim if urgent. |
Voicemail |
|
Letters/email – general enquiries |
Acknowledge within 2 working days Full response within 10 working days |
Written or Verbal |
|
Out of office |
Kept up to date and confirms: when officer is due to return to the office and who might be contacted in the interim if urgent. |
Written |
|
Public register |
To make the Planning Register available free of charge and accessible 24 hours per day |
Website |
|
Access to archive plans and documents |
Provide access to information or copy documents as requested as soon as possible based on complexity of enquiry. Requests will be handled in line with Freedom of Information legislation with a 20 working days timescale as a maximum. |
Written or in person (inspection of records) |
|
Access to service data |
Further guidance available on our website |
Website |
|
Access to development plans |
Adopted Development Plans will be made available for inspection free of charge and accessible 24 hours per day on our website. Hardcopy plans can be produced on payment of the required fee and available within 10 working days of receipt of payment. |
Website Hard copy available on request, on payment of £24.30 |
|
Website pages |
Review quarterly (routinely as a minimum) |
Website |
|
Data publication |
In line with Data Publication Policy |
Website |
|
Data Retention |
In line with Data Retention Policy |
N/A |
|
Refunds |
Once refund has been authorised, it can take up to 10 working days to reach customer account |
|
