Many of you will remember that TRA were asked at the end of last year, to undertake a review of Spelthorne’s planning processes.
A copy of the full report (Pdf 1.7mb) is available for download.
Specifically they were asked to look at particular issues including:
the structure of the services, its flexibility and fitness to improve
quality of service
communication with councillors and customers
development of staff
Much of the report commends the Council for its good practices and processes, as always there is room for improvement.
Key issues to be tackled are as follows:
the purpose and function of the planning service is not well understood or communicated within the Council
the present service requires a proper management structure and is under supported both administratively and technically
Development Control does not have the resources to adequately check that development is carried out as approved
customer service and communication need improvement alongside dealing with complaints and compliments
the scope and purpose of the planning department needs better communication to users – both individuals and groups – so there is clear understanding of what the planning department does and does not do
the focus should be more on development management than development control. This means it is focused on ‘outcomes’, with more time being invested in pre-application discussions to improve the quality of schemes, and in ensuring developments are built as approved.
there should be a closer working relationship with councillors and time invested in more training for members of the planning committee
the website needs to be improved, maintained and updated so as to encourage people to make use of it and cut down on the need for paper
increased officer delegation to the lowest appropriate level
improved documentation – specifically increased use of photography to attach to applications and clear notes
a clear customer service commitment, backed up with improvements in the way that customers of all sorts are dealt with
The next step is to consider prioritising the recommendations and decide how and when they will happen. Some will be relatively easy to do – improving communications and the website and, if possible having additional staff to provide the necessary level of support.
Council Leader John Packman commented: “Significant change will be required at all levels in the team to make the recommended improvements which our residents are entitled to receive. This will require flexibility and a positive response from the planning team and full commitment to improving the way we work. Clearly, the users of the planning service must have confidence in what we do and we must be sure to clarify what the planning service can – and very importantly – cannot do. We shall be working hard to implement these improvements as soon as we can in all our interests”. Graphical Version l
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