Planning enforcement service guide

Submitting a complaint

An allegation of a breach of planning controls reported through our website will be acknowledged immediately with an automatic email.

A complaint it will be assessed to determine whether it is a valid planning matter within 5 working days of receipt and the case will be assigned to an Enforcement Officer. You will then receive an email providing the officer details on the next working day. Should we find that it is not a valid planning enforcement complaint, a response explaining the reasons will be sent to the complainant in 1 working day.

Investigation

We endeavour to carry out an initial site inspection within the target deadlines indicated in the Local Enforcement Plan (COVID 19 restrictions may apply). As the site inspection is just one component of the investigative process, we are unlikely to be able to provide details of the site inspection or our findings shortly after visiting.

Officers are unable to provide a “running commentary” on the progress of the investigation, although the case officer may contact interested parties or complainants to request further information as part of the investigation.

We will update interested parties regarding any key actions or decisions taken (such as closure of the case, or when enforcement action has been taken). We are unlikely to enter into ad-hoc correspondence during the course of the investigation. If you have not heard from the case officer within 28 days of receiving your acknowledgement letter you are welcome to contact the case officer directly for an update.

Investigations will be dealt with as explained in the Local enforcement plan 2022 (pdf 492KB) – this may take a considerable time in some cases.

General enquiries

Officers will reply to emails where a reply is required within 10 working days. We are unlikely to be able to respond to ad-hoc requests for updates or to provide repeated updates within this timescale.

Officers will reply to a voice mail message that require a response within 2 working days. We are unlikely to return calls for ad-hoc requests for updates or to provide repeated updates within this timescale.

We will not pass the details of complainants to any third party without the complainant’s written permission and we will seek to apply one or more of the exemptions in the Act when receiving requests for information under the Freedom of Information Act 2000.

• Answer building regulations enquiries. Visit our building control section on our website