The Building Standards Service constantly monitors and reviews its performance. One facet of this is the use of Key Performance Indicators (KPIs) which allow us to measure our real performance in a number of critical areas.
We have three external Key Performance Indicators:
KPI 1 - measures how quick our first response back to you or your agent is, following your Building Warrant submission. This first response will either be a technical appraisal of your application or a warrant approval.
KPI 2 - measures how quick our first response is to you or your agent, following a submission of a completion certificate. This may be an inspection, or an attempt to make that inspection. It may also be contact to arrange an inspection at a time which suits you.
KPI 3 - measures how long it takes for us to issue your Building Warrant, from when we receive all the correct information, drawings and details from you or your agent.
Clicking on KPI 1, KPI 2 and KPI 3 above will open up graphs showing our current performance.
We also monitor our customer service through focus groups, an annual questionnaire and a rolling online customer service questionnaire.
Quarterly results are shown below
BS customer survey online Q3 2009-10 (530k)
BS customer survey online Q4 2009-10 (530k)
BS Customer Survey Online - Q1 2010-2011 (530k)