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Standards Of Service
Our standards of service set out the level and quality of service that we aim to provide to all our customers. They give you an idea of what you can expect when you come into contact with us. Please let us know whether you like these or if you think we are meeting them.
All Services
When you contact us…
If you write to us or send us an e-mail which requires a response, we will acknowledge this by letter or e-mail within 3 working days and provide a response, by letter or e-mail within 15 working days.
In person
If you call with an appointment, you will be seen within five minutes. If you call without an appointment, we will arrange for someone to deal with you within ten minutes and to arrange a suitable appointment time, if appropriate. By telephone If the person you wish to talk to is not available, you will be able to leave a message with another person or on recorded mail. We will reply to any message within 2 working days.
Building Control
We aim to:
1. Register and acknowledge applications within 3 working days.
2. Provide a response to applications within 15 working days.
3. Provide a response to non-domestic applications within 25 working days.
4. Provided an amended response in 10 days of receipt of relevant information.
5. Provide a decision within 3 days of technical clearance of application.
6. Issue a regularisation certificate within 7days of an inspection of works where they comply.
7. Provide a response to a site inspection within 2 days.
8. Issue a Completion Certificate within 7 days.
9. Issue a property certificate within 10 working days.
10. Provide a response to commencement/foundations within 12 hours.
11. Provide a response to other statutory inspections within 24 hours.
12. Provide a final inspection within 5 working days.
Environmental Health
We aim to:
1. Respond to planning consultations within 15 working days.
2. Provide written advice to businesses within 10 working days of inspection for food control and health and safety.
3. Respond to requests for service within 3 working days.
4. Issue a property certificate within 10 working days.
REFUSE COLLECTION
We aim to:
1. Collect household waste from kerb side once a week on designated day of collection or following day.
2. Make special arrangements to help elderly or disabled people living alone on receipt of medical certificate.
3. Collect bulky household waste within x days of request.
STREET CLEANSING
We aim to:
1. Sweep main centre of Strabane twice a day.
2. Sweep main centre of Castlederg & Newtownstewart once a day.
3. Sweep all villages and large housing estates twice a week.
4. Sweep all small estates once a week.
5. Sweep all isolated housing hamlets once every two weeks.
6. Pick litter off both sides of all B class roads & C class roads once a week.
7. Clean all bus shelters once a month.
GROUNDS MAINTENANCE
We aim to:
1. Provide Ground maintenance of designated open spaces, play areas and recreational grounds- how often?
2. Cut grass on verges within 30 mph speed limit and main routes through all towns and villages how often?
3. Maintain decorative floral displays in town and villages how often?
4. Provide grounds maintenance in designated cemeteries how often?
DOG CONTROL
We aim to:
1. Investigate an attack on a person or livestock within 24 hours.
2. Process an application for a dog licence by post within 5 working days.
3. Respond to general enquiries within 3 working days.
4. Arrange collection of a stray dog within 24 hours.
5. Arrange collection of an unwanted dog within 5 working days.
LICENSING
We aim to:
1. Register and acknowledge receipt of applications within 3 working days.
2. Respond to a request for inspection of premises within 10 working days.
3. Correspond with all consultees following receipt of application within 10 working days.
4. Provide written advice to businesses within 5 working days following inspection of premises.
5. Respond to applicant within 5 working days following Council approval of licence.
6. Issue a Property Certificate within 10 working days of application.
APPLICATIONS FOR FUNDING
We aim to:
1. Acknowledge all applications for funding within 5 working days.
2. Respond to grant aid applications within 8 weeks of receipt or advise of deferral within 4 weeks of application.
3. Provide a written response within 10 working days of the Council's decision.
4. Respond to a stage 1 application for appeal of a Council funding decision within 10 working days of receipt.
5. Respond to a second stage application for appeal within 5 working days of the Council's decision.
COUNCIL FACILITIES
We aim to:
1. Provide fair and open booking procedures for all Council amenities.
2. Consider block bookings for pitches on the basis of a public call for teams affiliated to recognised league structures.
3. Provide cutting and marking of pitches deemed as playable for all bookings received by the Wednesday morning before day of play.
4. Be readily accessible to members of the public throughout opening hours.
RECRUITMENT
We aim to:
1. Post application forms within 2 working days of date requested.
2. Notify job applicants of the outcome of the shortlisting process within 1 week of the closing date.
3. Inform applicants who attended for interview of the outcome of their interview within 5 working days.
Grace Turpin Corporate Policy Officer Tel. 02871 382204 E-mail: gturpin@strabanedc.com
