The National Planning Improvement (NPI) team is undertaking a review to explore what a good customer experience with planning services looks like and what can be put in place to support this.
The reviews comes on the back of findings from a number of pieces of work undertaken by the NPI, which have highlighted the need for better customer care. These include:
- A ‘call for ideas’ on what makes a high-performing planning authority highlighted the need for a better user experience and customer care. It also pointed out that planning authorities had raised issues in the quality of submissions for planning permission having impact on their ability to process applications quickly.
- The Annual Customer and Stakeholder Survey found that 46% of respondents were very satisfied or satisfied with the overall service provided by the planning authority, and 54% very unsatisfied or unsatisfied.
- Emerging evidence from the National Planning Improvement Framework is showing that many planning authorities see customer care as an area in need of improvement and one where they have identified improvement actions.
What the review will look at
The review aims to better understand:
- the issues affecting customer experience, including the drivers for approaches taken to customer care by planning authorities and by applicants and customers when interacting with planning services
- the constraints faced by planning authorities in delivering customer care and communication
- what applicants and customers need from planning services
- what good – and bad - looks like in terms of the customer experience
- practical steps for planning authorities and users of planning services to improve the customer experience.
Next steps
The review begins with a webinar for planning authorities to examine the issues that have been raised, showcase examples of innovative and interesting practice, and explore the responses that planning services could take.
This will be followed up by engagement with a range of people and organisations with a stake in the planning service.
A report setting out conclusions, good practice examples and suggested actions will be published by the end of the year.
In the meantime, we would welcome any constructive ideas on possible ways forward by email to npi@improvementservice.org.uk