The licensing service
Our promises and service standards
The licensing team aim to provide a responsive and efficient customer service. As part of this it is our aim to meet the following service standards.
General service requests
- Provide a first response to 100% general service requests within 3 working days
- Provide a full response to 95% of service requests within 10 working days
- Keep you informed with developments in relation to your service request, if your issue requires further investigation or consideration.
Applications for licences, consents and registrations
- Determine 95% of contested applications within 50 working days
- Process 95% of non-contested applications within 30 working days
- Determine 100% of contested TENs in advance of the event date
- Complete 100% of registrations within 10 working days.
Freedom of information requests
- Respond to 100% of FOI requests within the permitted timescale.
We also promise to
- provide you with clear advice and information
- deal with you courteously and in a polite manner
- treat you fairly at all times
- in situations where we cannot help you, try to direct you to the body that can.
Customer satisfaction
In 2008-2009 the national performance indicator 182 was first introduced, dealing with business satisfaction with local regulatory services. Using the formula applied to this national performance indicator, the licensing service scored an 88% satisfaction rating. We look to build on this base figure year on year.
If you have any comment regarding the service you receive from the team please contact us using any of the methods set out below.
