Service standards for Building Standards

Building Standards staff are committed to providing a high standard of service to customers. A series of service standards and performance targets have been developed which are regularly reviewed and monitored.

Customer Charter

The Building Standards Customer Charter sets out the core visions and values of the service. It provides details of the services we offer, the standards we should adhere to, and our measurable performance targets:

Annual Verification Performance Report

As part of the new performance framework, the Scottish Government requires all verifiers to publish an annual performance report from 1 May 2018. This has replaced the Balanced Scorecard and Continuous Improvement Plan and will include previous year's performance data and targets.

Customer satisfaction

We are committed to customer engagement and seek to understand our customer's needs. Improvements and refinements to our process are to be driven by these needs.

Take the National Customer Satisfaction Survey >>

The Scottish Government commissioned a survey to gather feedback on customer satisfaction for all Building Standards services in Scotland. The results of the survey were published in December 2018:

An action plan has been developed which is based on the strengths and weaknesses of the Building Standards service Incorporating issues identified and highlighted by customers. This plan includes our response to specific feedback:


We are committed to a policy of continuous improvement and will endeavour to refine and update our processes. This will also involve taking "on-board" the comments and suggestions of our customers. An improvement plan has been developed around this protocol.


Building standards performance figures will be updated monthly

Performance is also reported in the Building Standards Verification Annual Performance Report


A regular newsletter is published quarterly aiming to communicate important procedural changes happening within our service together, with key national legislative updates. It will also include more informal snippets of information about our service which we feel may be of interest to our customers.


Page last updated: 08/11/2023
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