Customer care

Customer care is central to our priorities. We always try to put our customers first, and deliver a responsive and efficient service.

Building Standards Customer Charter (PDF)

Customer satisfaction

To continually assess and improve our services, we monitor our customers’ views on how well the staff and the section perform across a range of issues.

The National Customer Satisfaction Survey (see below) and informal feedback (from emails, phone calls, meetings etc.) provide an accurate and realistic picture of how Midlothian Council Building Standards is considered by the public.

The responses are regularly monitored and acted upon by the Building Standards Manager. This allows us to check aspects that are most valued by customers, and to identify areas for improvement.

National Customer Satisfaction Survey

The National Customer Satisfaction Survey is run by the Building Standards Division of the Scottish Government.

In 2022, the annual National Customer Survey (via email) was replaced by the continuous online National Customer Satisfaction Survey.

The online National Customer Satisfaction Survey asks for feedback for the following topics, and the responses are combined to give a total satisfaction score:

Topic	Weighting
1) Communications	12.5%
2) Time taken	12.5%
3) Staff	6.25%
4) Available information	6.25%
5) Responsiveness	6.25%
6) Fairness	6.25%
7) Overall satisfaction	50%
Total	100%

Our performance is presented in Key Performance Outcome KPO4, which provides an overview of the National Customer Satisfaction results and compares Midlothian Council Building Standards with the average for all 31 other Building Standards sections throughout Scotland.

KPO4 - Understand and respond to the customer experience