Our service standards

Our service standards

The level of service and performance that local residents, businesses and other stakeholders can expect to receive, are detailed below:

The level of service and performance that local residents, businesses and other stakeholders can expect to receive, are detailed below:

We will:

• Be helpful courteous and polite at all times;
• Respond to 98% of the service requests within two working days from date of receipt;
• Provide progress updates in connection with ongoing investigations and unresolved issues on a monthly basis, where appropriate;
• Respond to other correspondence within one week from date of receipt;
• Investigate all relevant complaints in relation to a breach of regulations, terms and conditions relating to licensing functions;
• Take enforcement action in accordance with our enforcement policy;
• Undertake risk based inspections;
• Provide guidance and advice to businesses in the Borough;
• Keep our website updated;
• Conduct co-ordinated enforcement activities with other Council services and external organisations;
• Work in partnership with other organisations to achieve our objectives;

We have introduced the following service standards for the processing of licences and registrations and aim to meet 80% of our targets: