Where this is not possible, regular users will need reassurance that the authority will not be unhelpful at their next contact if they make critical comments. Hounslow issues a questionnaire to users of building control whenever a job is completed. This covers aspects of the service such as ease of contact, helpfulness, speed of dealing with enquiries, response time on applications, site visits, fees and value for money. Hounslow also gives the site owner a comment card after the final inspection. Doncaster has an annual meeting with local developers and agents to review the year and the service provided by the local authority.
Technical workshops provide developers with information and are also a source of feedback.
In mid 1996, the service started sending questionnaires to users at two stages in the process. When users request application forms, they are asked about how they approached the authority, the advice they received, how useful it was, their knowledge of the pre-application service and whether they use an agent. When they receive the notice of decision, they are asked about the quality of the service they received. The team was set up as a direct result of discussions with developers, who told the authority that they found it frustrating and time consuming to deal with so many officers in different disciplines. Knowsley decided that to attract and keep development in the borough, it had to provide a co-ordinated service and continuity of contact.