Our planning customer promise

Serving you

We will at all times seek to:

  • Be approachable, professional and use plain English in our communications.
  • Make sure you can quickly and easily access the latest information and guidance on our website.
  • Respond to call-back requests left via the council's customer service team or case officer answerphones within 2 working days.
  • Provide a duty planning officer system between 8.45am and 12.30pm Monday to Friday for general enquiries.
  • Respond to email and other written enquiries within 10 working days or otherwise send a holding response if this cannot be achieved.
  • Deal with requests on first contact. This excludes when an applicant has a planning agent, where the agent will be required to provide updates.