We are developing a customer charter because we want to deliver greater consistency, clarity and shared expectations across the planning service.

We want customers to receive the same message regardless of who they speak to, and for officers to feel confident and supported when dealing with difficult conversations and managing expectations.

We also want to reduce unnecessary chasing and escalation so officers can spend more time progressing applications and making decisions.

Over time, we believe a more consistent, honest and proactive communication approach will help rebuild trust and confidence in our planning service, while creating a more sustainable way of working for officers managing high workloads and competing pressures.

Purpose

This customer charter sets out what customers can expect from our Development Management service, and what the service needs from customers in return.

Planning is a public service carried out within a legal framework. We recognise that planning applications, comments and enquiries are important to the people involved, and that delays or uncertainty can be frustrating.

We also recognise that good customer care is not about promising everything to everyone.

It is about being clear, consistent, professional and honest about what we can do, what we cannot do, and how we will communicate with you throughout the planning process.

This charter is intended to help create a more consistent experience for applicants, agents, residents, consultees, councillors and officers. It reflects the standards the service is working towards as part of its wider improvement programme.

Our approach

We will focus on progressing applications efficiently and making decisions as quickly as possible, whilst ensuring applications are properly assessed against planning policy and other material considerations.

We will communicate with applicants, or their agents if they have one, at key stages of the process rather than responding to chasing enquiries. This is intended to help officers spend more time progressing applications to decision and less time repeating the same updates.

We will aim to strike a balance between professionalism, consistency and respect in all communication with customers.

We will apply this approach consistently across the service so that customers receive the same message regardless of which officer or team they speak to.

What you can expect from us

We will:

• validate planning applications in accordance with our validation criteria and will communicate clearly where applications are not valid
• acknowledge valid planning applications and provide a target decision date in an acknowledgement letter
• where an application has already been delayed because of validation backlogs, or is likely to be delayed for that reason, we will formally request an extension of time at acknowledgment stage so that realistic expectations can be set from the beginning of the process
• keep customers informed at key stages of the application process, including when:
  • applications are progressing to decision within the expected timeframe
  • additional time is needed to complete the assessment
  • there are issues outside the case officer’s control, such as outstanding consultee responses
• communicate clearly where amendments are required in accordance with our amendments approach to allow an application to continue towards determination
• respond to emails and telephone enquiries as soon as possible and normally within five working days
• treat customers professionally and respectfully, even where conversations are difficult or disagreements arise
• consider all comments submitted on planning applications as part of the assessment process

What we cannot do

We cannot:

• guarantee that all applications will be determined within statutory timescales, particularly during periods of high workload or where applications are complex
• provide continuous progress updates or respond individually to repeated chasing enquiries - customers will be contacted at key stages of the process
• give an indication of the likely decision outcome before the assessment has been completed
• debate the merits of live applications during the assessment process outside the formal planning process
• respond individually to comments, objections or questions submitted on planning applications - comments will be taken into account as part of the assessment process
• provide professional planning advice outside of our pre-application advice service:
  • if you require professional guidance, we recommend consulting a planning professional or contacting Planning Aid England (rtpi.org.uk)
• where an applicant has appointed an agent, communication will normally take place through the agent rather than directly with the applicant

What we ask from customers

We ask that:

• customers treat officers respectfully and professionally, including where they disagree with advice or decisions
• applicants and agents submit complete and accurate information at the start of the process to avoid unnecessary delays
• customers use the information available on our website and public access system before contacting the service for updates
• customers recognise that repeated chasing enquiries reduce the time officers have available to progress applications and make decisions
• customers work with agreed timescales for amendments and extension of time requests where these are necessary to allow applications to progress properly

How we will continue to improve

The Development Management service is continuing to improve its systems, processes and ways of working so that it can provide a more efficient and consistent service for customers and a more sustainable workload for officers.

This charter will continue to develop alongside those improvements.

The service will keep reviewing how it communicates with customers, what information is available publicly, and how expectations are managed throughout the planning process.

This charter is intended to support a planning service that is open, professional, realistic and focused on progressing work.

It is not a guarantee that every customer will always receive the outcome or timescale they want, but it is a commitment to communicate clearly, act consistently and continue improving.