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Planning Committee: requested adequate time to speak at committee meetings; requested Committee Members take part fully in the debate. Following an analysis of the needs and concerns as detailed above, a re-design of the planning application process has been instigated and the following principles have been adopted in line with MCC’s statutory obligations:

o Early and direct (face to face) contact with the applicant on site is providing positive feedback and saves time for the applicant; o Nurturing better relationships with other services namely Building Control and Countryside is improving the exchange of

information and improving the quality and speed of response; o Resolving errors in the application and agreeing early amendments is resulting in a quicker turnaround of applications and

reduced costs associated with re-consultation; o Delivering neighbour’s letters by hand has led to better assessments as it aids officers explanations and therefore reduces

objections; o The appointment of individual Case Officers is improving their understanding of the application which is expediting processes; o Involving applicants in the process is leading to earlier resolutions.

The planning determination process has been improved by ensuring the Committee process is more transparent and democratic by introducing public speaking for third parties, such as objectors and supporters of proposals. The Council’s determination under officer delegated powers has also been changed to enable minor applications generating minor objections to be considered in a more responsive manner. This new approach involves the Delegation Panel (made up of three Members and a senior officer) meeting in public, viewing the site of the proposal and meeting objectors and the applicant before a decision on whether the application can be delegated to officers is made. Prior to this, this decision was made in the office without the involvement of the public.

More recently, the Development Control Team has undertaken an 18 month strategic revisit of the on-going ST review. This has identified more areas that need attention to improve the service for MCC’s customers namely the pre-application advice process, the quality and legibility of web-based information and the need for a Customer Charter.

3.3 The Customer Charter CMC2 have been appointed to produce the Customer Charter on behalf of Development Control. In developing the draft Charter the need to capture the views of MCC residents/customers were recognised and a series of research activities were undertaken namely: A web based consultation in the form of a ‘Pop Up’ when customers accessed ‘Planning’ web pages; Direct questionnaires sent to agents and applicants and random sampling questionnaires distributed to the public via One Stop

Shops, Libraries, TIC’s, etc.; Presentations to the Economy Development Select Committee on the 2nd October 2013 and to the Planning Committee on the 5th

November 2013 Email survey to Town and Community Councils and Council Members The analysis of the data has led to the development of the draft Customer Charter which focuses on an overall need to improve dialogue between Officers and service users. The Charter contains specific references to the other major focus for improvement will be the presentation of information on the website which is in progress. The draft Customer Charter is attached in Appendix One for consideration.

 

3 

4. REASONS The Charter would explain in simple language i) what functions the Development Control perform, ii) set out the Section’s commitment to

achieve specified standards and iii) explain what customers can expect, and iv) outline how customers can help the service meet the standards. This will help us achieve a good customer service and should help improve performance.

5. RESOURCE IMPLICATIONS None. The standards set out in the Charter are already in place. 6. SUSTAINABLE DEVELOPMENT AND EQUALITY IMPLICATIONS The Equality Impact Assessment and Sustainability checklist is appended. All impacts have been assessed as positive/ neutral. The

revised method of working enables officers to interact more directly with customers and to be more accessible and responsive. This would help meet the needs of all customers including those with particular access difficulties..

7. CONSULTEES See par. 3.3 above. Strategic Leadership Team Cabinet Members Head of Legal Services Head of Finance 8. BACKGROUND PAPERS None.

9. AUTHORS: Philip Thomas, Development Control Manager, MCC David Jones, Head of Public Health and Culture, MCC 10. CONTACT DETAILS: Tel: 01633 644809 E-mail: philipthomas@monmouthshire.gov.uk Tel: 01633 644101 E-mail: davidjones3@monmouthshire.gov.uk

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Appendix A           The “Equality Challenge” (Screening document) Name of the Officer completing “the Equality challenge”

Philip Thomas

Please give a brief description of the aims proposed policy or service reconfiguration

Development Control Customer Charter to improve and publicise our service and the standards our customers can expect.

Name of the Division or service area

Development Control

Date “Challenge” form completed

18th November 2013

0Protected characteristic affected

Negative impact

Please give details

Neutral impact

Please give details

Positive Impact

Please give details

Age None None Officers will meet applicants/ neighbours on site/ at their home to discuss planning issues

Disability None None See above

Marriage + Civil Partnership None None See above

Pregnancy and maternity None None See above

Race None None See above

Religion or Belief None None See above

Sex (was Gender) None None See above

Sexual Orientation None None See above

Transgender None None See above

Welsh Language None None We have the ability to converse in Welsh if required as one of our officers is bilingual.

 

What are the potential negative Impacts.

Ideas as to how we can look to MITIGATE the negative impacts (include any reasonable adjustments or engagement with affected

parties).

None

The next steps If you have assessed the proposal/s as having a positive impact please give full details below:

If you have assessed the proposal/s as having a Negative Impact could you please provide us with details of what you propose to do to mitigate the negative impact:

Signed P. Thomas Designation DC Manager Dated 18/11/13

We have a flexible service that can accommodate different customers’ needs. We promote transparency and can meet those with mobility issues or have difficulty accessing the internet to discuss their concerns or their proposals. We aim to be inclusive and accommodating.

N/A

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EQUALITY IMPACT ASSESSMENT FORM

Name of policy or change to service (Proposal) Directorate: Department:

Development Control Customer Charter Regeneration & Culture Development Control

Policy author / service lead Name of assessor Date of assessment:

Philip Thomas

1. Have you completed the Equality Challenge form? Yes / No. If No please explain why

2. What is the Aim/s of the Policy or the proposed change to the policy or service (the proposal)

Development Control Customer Charter to improve and publicise our service and the standards our customers can expect from our service.

Yes

3. From your findings from the “Equality Challenge” form did you identify any people or groups of people with protected characteristics that this proposal was likely to affect in a negative way? Please tick appropriate boxes below.

Age No Race No

Disability No Religion or Belief No

Gender reassignment No Sex No

Marriage or civil partnership No Sexual Orientation No

Pregnancy and maternity No Welsh Language No

4. Please give details of any consultation(s) or engagement carried out in the development /re-development of this proposal.

5. Please list the data that has been used for this proposal? eg Household survey data, Welsh Govt data, ONS data, MCC service

user data, Staff personnel data etc.

N/A 

•  A web based consultation which pops up when customers access ‘Planning’ web pages;

• Direct questionnaires to agents and applicants and random sampling questionnaires distributed to the public via One Stop Shops, Libraries, TIC’s, etc.;

• Email survey sent to Town and Community Councils and Council Members

 

6. As a result did you take any actions to mitigate your proposal? Please give details below.

7. Final stage – What was decided?

No change made to proposal/s – please give details

Slight changes made to proposal/s – please give details

Major changes made to the proposal/s to mitigate any significant negative impact – please give details

Signed…P. Thomas………………………………………Designation…Development Control Manager………………Dated…18-11-13

Re‐wording of some areas to ensure document read fluently. 

Minor re‐wording.

N/A 

        The “Sustainability Challenge”  Name of the Officer completing “the Sustainability challenge”

Philip Thomas

Please give a brief description of the aims proposed policy or service reconfiguration

Development Control Customer Charter to improve and publicise our service and the standards our customers can expect from our service.

Name of the Division or service area

Development Control

Date “Challenge” form completed

18-11-13

Aspect of sustainability affected

Negative impact

Please give details

Neutral impact

Please give details

Positive Impact

Please give details

PEOPLE

Ensure that more people have access to healthy food

None None Sustainable planning policies and practice of our service would promote this e.g. provision of allotments, support provision of new shops in accessible locations

Improve housing quality and provision

None None See above

Reduce ill health and improve healthcare provision

None None See above

Promote independence None None See above e.g. provision of granny

annexes.

Encourage community participation/action and voluntary work

None None See above.

Targets socially excluded None None See above

Help reduce crime and fear of crime

None None See above. This issue is a material consideration when considering planning applications.

Improve access to education and training

None None See above.

Have a positive impact on people and places in other countries

None None Employment creation through planning process may benefit workers from abroad.

PLANET

Reduce, reuse and recycle waste and water

None None Sustainable planning policies and practice of our service would promote this.

Reduce carbon dioxide emissions

None None See above.

Prevent or reduce pollution of the air, land and water

None None See above.

Protect or enhance wildlife habitats (e.g. trees, hedgerows, open spaces)

None None Se above.

Protect or enhance visual None None See above.

appearance of environment

PROFIT

Protect local shops and services

None None See above.

Link local production with local consumption

None None See above

Improve environmental awareness of local businesses

None None See above.

Increase employment for local people

None None See above.

Preserve and enhance local identity and culture

None None See above.

Consider ethical purchasing issues, such as Fairtrade, sustainable timber (FSC logo) etc

None Charter would not impact on this area. None.

Increase and improve access to leisure, recreation or cultural facilities

None None See above.

 

What are the potential negative Impacts

Ideas as to how we can look to MITIGATE the negative impacts (include any reasonable adjustments)

None

The next steps If you have assessed the proposal/s as having a positive impact please give full details below

If you have assessed the proposal/s as having a Negative Impact could you please provide us with details of what you propose to do to mitigate the negative impact:

Signed P. Thomas Dated 18-11-13

The Charter sets standards that our customers can expect us to achieve. The implementation of the standards via the processing of planning applications should lead to positive impacts on the residents of Monmouthshire and beyond.

N/A