Customer Care Statement
Service Delivery
The Local Land Charges Section is committed to providing a quality service which is efficient, effective and responsive. The staff are polite and courteous at all times and wear ID badges for ease of identification.
The aim of the Local Land Charges Section is to assist the Council in meeting its aims particularly as regards strengthening and diversifying the local economy and protecting and improving our environment.
The Local Land Charges Section aims to:
- Process all standard searches within five working days or less.
- Process all non standard searches within 15 working days or less.
- Respond to all letters within 10 working days.
- Answer the telephone within 10 seconds.
- Respond promptly to complaints/comments/suggestions.
Performance Monitoring
The Local Land Charges Section aims to meet, and in most cases exceed, the standards set by the Audit Commission of completing standard searches within 10 working days.
Performance is monitored monthly within the section and published within the Council's Annual Best Value Performance Plan.
Performance appraisals, 1:1 sessions and on-going training programmes ensure that the Local Land Charges staff have the skills to deliver the section's targets for the coming year. Our target is to process 100% of all searches within five working days.