National building standards charter

A national customer charter for building standards verification provides information about the minimum standards of service that all local authority verifiers should meet. This gives reassurance that a consistent, high quality service will be delivered no matter which local authority provides the service.

Our aim is granting building warrants and accepting completion certificates to:

• secure the health, safety, welfare and convenience of persons in and about buildings and others who may be affected by buildings or matters connected with buildings
• further the conservation of fuel and power
• further the achievement of sustainable development

Our visions and values are to provide a professional and informative service to all our customers.

Nationally, all local authority verifiers will:

• seek to reduce the average time it takes for customers to obtain a building warrant
• ensure continuous improvement around the robustness of our verification assessments to ensure compliance
• meet and seek to exceed customer expectations
• carry out local customer surveys
• address feedback gathered through a National Customer Satisfaction Survey to improve customer experience
• provide accurate financial data that is evidence based
• engage with peers and stakeholders through a National Forum that will identify and apply service improvements at a national level
• develop and follow a Balanced Scorecard approach outlining objectives and targets
• follow the commitments outlined in this Charter
• provide a consistent format for our continuous improvement plans

In most cases, we aim to provide a technical response, or issue the building warrant within 20 working days from receipt of a valid application.

In some cases, applications for a building warrant will result in a 'customer agreement'. This is where the performance outcomes, including the target first response period, will be specifically agreed.

Other than those applications covered by a customer agreement, if a technical response or a building warrant has not been received within 35 working days from receipt of the valid application you have the right to request resolution to the matter. In this instance, contact the Senior Manager of Protective Services on 01294 324347.

You may also email the Scottish Government Building Standards Division.

National information on verification performance is available from Scottish Government building standards.

See our local customer charter.