Building Standards Customer Charter and Feedback

Customer charter

The customer charter (pdf 748KB) sets out the customer service standards that you can expect when you interact with Building Standards. It also explains how to give feedback which helps to shape and improve our services as well as what to do if things go wrong and you wish to make a complaint.

Customer feedback

If you have recently used our service we would welcome your views. Please take 5 minutes to complete customer satisfaction questionnaire.

If you would like to make a compliment, comment or complaint please fill out our online form.

National customer satisfaction questionnaire

The Scottish Government conducts an annual national customer satisfaction survey (pdf 506KB) for all local authority Building Standards services with the purpose of monitoring a number of performance indicators as well as using customer feedback to improve services. We are pleased to have obtained a 14 percent response rate from the national customer satisfaction survey.

Improving our service from customer feedback

We analyse all questionnaires and discuss suggestions, feedback and comments – your input is helping us to improve the services we provide to you. Our service improvement log (pdf 208KB) details the actions that have come directly from your feedback contained in questionnaires and focus groups. Thank you for helping us to directly improve the way we do things.

Help us improve