We will:
- Regularly ask our customers for feedback about our customer service
- Use customer feedback to help shape the services we deliver
- Ensure our staff are trained and competent to deliver our services
- Ensure all staff are trained in customer service
General Principles
We will:
- Provide easy to follow online guidance to assist you in making a planning application, commenting on a planning application or to make use of the other services offered by the team
- Always have trained staff dealing with your planning application, and make all decisions in line with the Council’s Constitution
- Provide a detailed pre-application advice service (fees apply), and aim to respond within 21 days
- Give all applicants the name and direct contact details of the specific officer dealing with your planning application
- Provide you with detailed advice and 10 working days to ‘make-good’ any applications that we find are invalid on receipt
- Ensure that all new valid applications are available to view online every week, together with all decisions issued during the previous week
- Engage with you actively if you experience any problems with your planning application and ensure that Officers are accountable for explaining decisions and responding to any concerns you raise
- Respond to all enquiries submitted to planning.customer.care@west-lindsey.gov.uk (this is the best way to contact the team with general questions) within 2 working days, and provide you with a named contact in the team
In addition, the Planning Team work closely within the council’s adopted 7-Point Customer Service Standards framework. We are proud of the service offered but are always seeking to improve this for our customers wherever possible. Click on each of the 7 standards below to see examples of how we have changed the service already, and details of further improvements we are working on right now.
Planning
West Lindsey District Council
Guildhall, Marshall's Yard
Gainsborough
DN21 2NA
Email: planning.customer.care@west-lindsey.gov.uk