How we prioritise complaints
Complaints are categorised in accordance with demonstrable harm and the public interest and resources for investigation and resolution are prioritised in accordance with these categories.
The priority status of a registered complaint may change following investigation as new evidence comes to light or the demonstrable harm and public interest is reassessed.
An indication of the expected timescale to resolve the categories of breaches is given below but the timescale will be impacted by the response from the person carrying out the works and the complexity of the case and the planning legislation requirements.
The timescales set out below can in some cases be extended by several months or even years where formal notices are served and legal proceedings ensue.
Where immediate and serious harm is identified, the Council will endeavour to take expeditious, proportionate action.
Category One: High priority
This covers suspected breaches of planning control where irreversible and serious damage to the environment or public amenity, would result and is likely to include (although it is not exclusive to):
- unauthorised works to listed buildings;
- unauthorised works to protected trees;
- unauthorised works to protected hedgerows;
- demolition works in a conservation area;
- development resulting serious traffic safety hazards;
- development leading to contamination and or pollution;
- unauthorised encampments on private land or other development where there is actual or imminent residential occupation;
- extensive development in the countryside;
- works on development sites which are in breach of conditions which seek to protect trees; ecology, archaeology or another irreplaceable asset.
On being made aware of a suspected breach, the Council will aim to investigate by visiting the site and making contact with the developer or landowner, within 2 working days of the date it becomes aware of the breach. We will update the Informant once the breach has been investigated and an initial course of action has been decided. This may take some time. If there has been a breach of planning control, the Council will seek to take formal action within one month of the decision to take formal action if the matter has not been resolved.
Category 2: Medium priority
This covers less immediate, yet still serious and harmful breaches of planning control and is likely to include (although it is not exclusive to):
- building work in progress
- activities causing serious harm;
- non-compliance with pre-commencement conditions;
- work covered by planning conditions which cannot be addressed at a later date (e.g. slab levels);
- conversions of buildings providing inappropriate living conditions including ‘beds in sheds’; and
- where immunity from enforcement is imminent due to the passage of time
On being made aware of a suspected breach, the Council will aim to investigate by visiting the site/make contact with the developer within 10 working days of the date it becomes aware of the breach. We will update the Informant once the breach has been investigated and an initial course of action has been decided. If there has been a breach of planning control, the Council will initiate action to resolve this within one month of the initial complaint. However, this may not result in final resolution for a considerable period after, dependant on the need for formal notices to be served.
Category 3: Low priority
This covers breaches of planning control that are likely to remain stable and that are unlikely to give rise to any severe or lasting harm to amenities and is likely to include (although it is not exclusive to):
- unsightly sites which cause an adverse impact to amenity;
- erection of fences and walls;
- completed minor building works;
- unlawful display of advertisements; and
- non-compliance with planning conditions which can be rectified readily and cause low harm.
On being made aware of a suspected breach, the Council will aim to investigate by visiting the site/making contact with the developer or conducting a desktop exercise within 25 working days of the date it becomes aware of the breach.
We will update the Informant once the breach has been investigated and an initial course of action has been decided. If there has been a breach of planning control, the Council will initiate action to resolve this within three months of the initial complaint. However, this may not result in final resolution for a considerable period after, dependant on the need for formal notices to be served.
The overall planning enforcement workload can vary greatly depending on the number of complaints received, the complexity of the cases involved and the extent of other factors such as appeals and Public Inquiries being undertaken. Consequently, the response time to complaints may vary but the Council will continue to provide a high standard of service delivery based on the criteria set out above.
Complex, lengthy investigations may arise and take many months or even years to reach a conclusion or enforcement action. Informants will be provided with an update as necessary as change occurs. Throughout these cases service standards will be maintained.