Building warrants, forms and regulations

Customer Service Excellence

In November 2012, the Building Standards Service was awarded a national Customer Service Excellence standard. The award is a Government initiative that aims to deliver excellent customer focussed services and keep the customer at the heart of public service. It looks at areas including service delivery, timeliness and quality of service, information and access, customer insight and the culture of the service.

The main activities of the Building Standards Service involve processing building warrant applications and completion certificate submissions. The service is also responsible for other functions including enforcement of matters in respect of dangerous buildings and unauthorised works, provisions relating to Energy Performance Certificates, licensing, houses in multiple occupation, safety at sports grounds, letters of comfort and document searches as part of the house conveyancing process.

The CSE standard is valid for three years, but is reviewed every year by an external assessor. The Building Standards Service was successfully re-assessed in February 2021.

Currently, of the 57 criteria against which the Service was assessed, we fully meet the standard in all areas including 12 areas that were rated as compliance plus.

We continually strive to improve the experience of customers and invite customers and potential customers to discuss and review our service and standards. If you have any suggestions on how we can improve our service, please email us at Building Standards.

Further information on the current performance of the building standards service can be found in Building standards: continuous improvement plan.