Building Standards

2020 National Customer Satisfaction Survey Now Live

October 8, 2020 by 2 Comments | Category Building Standards, Procedures

We are pleased to announce that the 2020 National Customer Satisfaction Survey is live.

Now in its seventh year, the purpose of the annual survey of users of the local authority building standards service, is to obtain nationally consistent customer satisfaction data across all 32 local authorities in Scotland and to enable comparison analysis between years in the interests of continuous improvement.

The findings of 2019’s survey showed that customer satisfaction and associated measures are generally improving.

The 2020 survey is managed by Pye Tait Consulting, on behalf of Building Standards Division. The findings from the survey will be treated confidentially and reported anonymously by Pye Tait Consulting under the Data Protection Act 2018 and the Market Research Society (MRS) Code of Conduct.

We now invite building standards customers who have used the service between April 2019 and March 2020, by applying for a building warrant and/or submitting a completion certificate, to have their say.

Anyone who is eligible to take part will be invited to complete a customer feedback questionnaire, via an email from Pye Tait Consulting. This should take no longer than 10 minutes to complete. Feedback from customers on their experience using the building standards service is highly valued and essential to inform future developments.

The anonymised customer feedback will be shared with local authorities.  They will use the information to make further improvements as they continue to improve and provide an effective service.


  • Penny talor says:

    I love in a retirement home and own half of my flat and half is the management. I don’t really understand neither do any of us what exactly this means. I’ve been told anything that I can take with me when I leave is mine and that included storage heaters. Now my water tank is broken and expensive is it mine or the management, and the Windows leak when it’s windy are they mine or mismanagement ?

    • michellewilliamson says:

      Good morning, thank you for your comments. The issue you raise is is not a building standards matter. If you reside in Scotland, I can only suggest you check the responsibilities as set out in your occupancy agreement. You could also contact Citizen Advice for help or call them on 0800 028 1456.

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