Customer Update – Applications

In the last few months we have been experiencing a record level of incoming applications – the highest for at least two years.  This is positive for the city and its residents and businesses, and we’re proud that in this period we’ve also been able to determine a record number of applications and keep average decision times down.  

As a service it is a particularly challenging time and we are looking at existing resources and new processes to help us manage this high level of caseload.

We remain committed to providing good customer care for each application but inevitably, it is going to take a bit longer than normal to process applications. Because we are concentrating on determining applications as quickly as possible, there will be an impact on other aspects of our work such as responding to queries.

Please be patient and understanding – we will get there but it is going to take a little longer.

If you have recently submitted or are about to submit an application, please pay particular attention to your acknowledgement letter at this time.

Help us to help you:

It would help significantly if you could provide the following information at the time of application submission:

  • Photographs showing the location of the work and the wider context (including interiors for listed building consent applications)
  • Dimensions on the plans
  • Contextual information i.e. neighbouring windows/ extensions (if relevant)
  • 45 degree daylighting calculations (if relevant)

Watch this space for further updates coming out of the recent Customer Forum sessions and thank you for your help as we support the city’s recovery.

You can keep up to date with Planning Edinburgh by:

A New Year – 2021 Lockdown

As we enter into a new year with a vaccine gone into distribution, we would like to offer our best wishes to everyone for a better year ahead.

Whilst we look forward with optimism for a glimpse of normality, we would like to highlight the current circumstances of the service amid current lockdown restrictions.

Whilst a spring/summer lockdown of 2020 was challenging, the longer sunny days and warmth made the daily tasks of home working and home schooling seem bearable. Like many of you, we face these same tasks in the winter months, confined to our homes due to a dark, damp and cold climate, the challenges and strains have been intensified.

As a service, whilst continuing to offer the best customer experience that we can, current restrictions requires the continued closure of our offices and maintained remote working. Managers have recognised the extended challenges of this lockdown on all staff within the service from family life, care of vulnerable family and friends, childcare and home-schooling to those living alone, all in need of support. Consequently, the well-being and mental health of our staff within the service will continue to be prioritised. Approximately 40% of our staff have young children and dependants therefore, we expect elements of the service to experience delays as parents fulfil their daily duties however, we continue to do the best we can to minimise the disruption to the service.

Key elements of the service still continue and these include receiving, processing and assessing planning applications; City Plan 2030; planning enforcement; neighbour notifications; Planning helpdesk; DM sub-committee; and, the Local Review Body. Elements of the service that have been suspended include site visits, and site notices will be available online only. A small plea: if you are submitting an application, any contextual information including photos would be very helpful.

As a planning authority, we rely heavily on the input from colleagues within other services, agents/architects, consultants, stakeholders and communities. We recognise these same challenges will be faced by everyone. We offer our sincere understanding and continued willingness to work with you, optimising new forms of communication and alternative working arrangements.

We will continue to deliver the best possible planning service for our city however, given these challenging times and restrictive working environments, we ask for your continued patience and understanding for our staff.

Thank you.    

2016 National Customer Satisfaction Survey for Building Standards

The Scottish Government (Building Standards Division) are looking for your feedback about the local authority Building Standards service in Scotland.

New Waverley building site

They would like to hear about the quality of service you have received when applying for a building warrant and/or submitting a completion certificate. Views are sought on the customer service you have experienced as opposed to the actual decision on any application you may have made.  More details and the survey can be found online. The survey will close on Monday 28 November 2016.