Contacting Planning and Building Standards Offices in Inverness and Nairn

Since early 2012 The Highland Council has trialled new approaches to managing customer contact, both to improve efficiency and the customer experience.   The Ross and Cromarty, Sutherland and Skye Area Planning and Building Standards offices now operate appointment systems and channel first-time customer contact through the Council’s Customer Services Network.

Following on from this successful trial, this approach will now be rolled out on a phased basis across the whole Highland area, with Inverness and Nairn areas coming on board from 31 October 2012.  

The trial has proved that this will not only help the public by improving customer service and efficiency but will free up the time of specialist staff to focus on processing current and pending planning and building standards cases.

From 31 October 2012 all general Planning or Building Standards telephone enquiries for the Inverness and Nairn area, including updates on the progress of applications or requests for appointments, will be handled, in the first instance, through the Council’s Customer Services Centre, by advisors trained in resolution of Planning and Building Standards queries.  ‘Duty Officers’ for both Planning and Building Standards will also be available to deal with more complex enquiries or to book an appointment with the relevant case officer.  The reception at Kintail House will remain open but an appointment should be made in advance if anyone wishes to meet with a member of the team.

Councillor Thomas Prag Chairman of The Highland Council’s Planning, Environment and Development Committee said: “Research has shown that the majority of first time enquiries to planning and building standards offices are simple requests for forms, support in the application process or progress updates on pending applications.  We think it makes more sense to deal with these via the Customer Services Network, leaving the specialists to focus on current casework so that we can move those on as quickly as possible.”

For current and pending cases, agents and customers should continue to contact the relevant case officer directly and the Council will write to agents and customers again around 31 October with details of direct dials for all the relevant officers.  To book an appointment or contact Planning and Building Standards people should now call 01349 886608.