Skip to main content | Skip to section menu | Access keys.

ClacksWeb - Clackmannanshire Council Online

National Customer Charter for Building Standards

National Customer Charter for Building Standards

National Customer Charter

In addition to Clackmannanshire Council's Building Standards Customer Charter, the Building Standards Team operates under the National Customer Charter for Building Standards.

Purpose of a national customer charter

The national Customer Charter for Building Standards Verification provides information about the minimum standards of service that all local authority verifiers should meet. This gives customers the reassurance that a consistent, high quality service will be delivered together with access to an alternative assessment service should performance standards not be met no matter which local authority provides the service.

Our Aims

To grant building warrants and accept 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;
  • furthering the conservation of fuel and power; and
  • furthering the achievement of sustainable development.
Our vision/values

To provide a professional and informative service to all our customers.

Our commitments

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 satisfaction surveys;
  • address feedback obtained through a National Customer Satisfaction Survey to improve the customer experience;
  • provide accurate financial data that is evidence-based;
  • engage with our peers and stakeholders through a National Forum that will identify and embed service improvements at a national level;
  • develop and adhere to a Balanced Scorecard approach outlining our objectives and targets;
  • fully adhere to the commitments outlined in this Charter (including information regarding an alternative assessment service for unsatisfied customers in relation to building warrant processing timescales; and
  • provide a consistent format for our continuous improvement plans.

National information on verification performance can be found at the Scottish Government website.

National Performance Target

In most cases, we aim to provide you with a full response, or issue the Building Warrant, as applicable, within 20 working days from receipt of your valid application. In some complex cases, applications for a building warrant will result in a "customer agreement" between you and the Building Standards Team where the performance outcomes including the target first response period will be specifically agreed.

Other than those applications covered by a customer agreement, if you have not received a full response, or a Building Warrant, as applicable, within 35 working days from receipt of your valid application you have the right to request resolution to the matter. This may be done, in the first instance, by contacting the Building Standards Team Leader using the Council contact information below or by emailing the Scottish Government Building Standards Division at: buildingstandards@scotland.gsi.gov.uk

For Further Information Contact

Building Standards
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: