Planning Enforcement Charter 2024

Perth and Kinross Council's Customer Service Standards explain the level of service you can expect when contacting Planning Enforcement in writing, by telephone or in person. We are committed to providing high-quality customer care and we welcome suggestions on how we can improve our service. 

We will respond within 15 working days of receiving a suggestion about our Planning Enforcement service. We will consider all suggestions made and use them to review and improve the service we provide. We will communicate with you on any changes we implement as a result. 

Any formal complaint will be dealt with in accordance with the Complaints Handling Procedure. We will always tell you who is dealing with your complaint and how it will be handled and what timescales apply. Our complaints process has two steps:

• Stage One: Frontline Resolution - we will give you our decision within 5 working days or less. 

If you are not satisfied with the response at Stage One, it will progress to: 

• Stage Two: Investigation - we will acknowledge your complaint within 3 working days and provide you a full response within 20 working days. 

Lastly, if you are dissatisfied with the Council's response to your complaint or the way it has been handled, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. The contact details for the SPSO are:

SPSO
Freepost EH641
Edinburgh
EH3 0BR

Tel 0800 377 7330
Website/Online Contact www.spso.org.uk/contact-us