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Standards Of Service
Our standards of service set out response times that our customers can expect from our services. General standards apply to all departments and are set out below. Each department has specific standards of service, which are also set out in detail below.
General
When you contact us…
If you write to us or send us an e-mail that requires a response, we will acknowledge this by letter or e-mail within 3 working days and provide a response, by letter or e-mail within 15 working days.
In person
If you call with an appointment, you will be seen within five minutes.
If you call without an appointment, we will arrange for someone to deal with you within ten minutes and to arrange a suitable appointment time, if appropriate.
By telephone
If the person you wish to talk to is not available, you will be able to leave a message with another person or on recorded mail. We will reply to any message within 2 working days.
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Technical Services
Refuse Collection
We aim to:
1. Collect household waste from kerb side once a week on designated day of collection or following day.
2. Make special arrangements to help elderly or disabled people living alone on receipt of medical certificate.
3. Collect bulky household waste within 5 working days of request.
Street Cleansing
We aim to:
1. Sweep main centre of Strabane twice a day.
2. Sweep main centre of Castlederg & Newtownstewart once a day.
3. Sweep all villages and large housing estates twice a week.
4. Sweep all small estates once a week.
5. Sweep all isolated housing hamlets once every two weeks.
6. Pick litter off both sides of all A class roads once a week, B class roads once a months & C class roads as required.
7. Clean all bus shelters once a month.
Grounds Maintenance
We aim to:
1. Provide Ground maintenance of designated open spaces, play areas and recreational grounds 21 times per season, from April to October.
2. Cut grass on verges within 30-mph speed limit and main routes through all towns and villages 21 times per season from April to October.
3. Maintain decorative floral displays in town and villages throughout summer and in key locations in spring.
4. Provide grounds maintenance in designated cemeteries 21 times per season, from April to October.
Dog Control
We aim to:
1. Investigate an attack on a person or livestock within 24 hours.
2. Process an application for a dog Licence by post within 5 working days.
3. Respond to general enquiries within 3 working days.
4. Arrange collection of a stray dog within 24 hours.
5. Arrange collection of an unwanted dog within 5 working days.
Licensing
We aim to:
1. Register and acknowledge receipt of applications within 3 working days.
2. Respond to a request for inspection of premises within 10 working days.
3. Correspond with all consultees following receipt of application within 10 working days.
4. Provide written advice to businesses within 5 working days following inspection of premises.
5. Respond to applicant within 5 working days following Council approval of licence.
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Department of Culture Arts and Leisure
Applications for funding
We aim to:
1. Acknowledge all applications for funding within 5 working days.
2. Respond to grant aid applications within 8 weeks of receipt or advise of deferral within 4 weeks of application.
3. Provide a written response within 10 working days of the Council’s decision.
4. Respond to a stage 1 application for appeal of a Council funding decision within 10 working days of receipt.
5. Respond to a second stage application for appeal within 5 working days of the Council’s decision.
Council facilities
We aim to:
1. Provide fair and open booking procedures for all Council amenities.
2. Provide block bookings for pitches on the basis of a public call
for teams affiliated to recognised league structures.
3. Provide cutting and marking of pitches deemed as playable for all bookings received by the Wednesday morning before day of play.
4. Be readily accessible to members of the public throughout opening hours.
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Environmental Health
We aim to:
1. Respond to planning consultations within 15 working days.
2. Provide written advice to businesses within 10 working days of inspection for food control and health and safety.
3. Respond to requests for service within 3 working days.
4. Respond to property certificate request from Building Control within 3 days to ensure 5 day online target is met.
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Building Control
We aim to:
1. Register and acknowledge 95% of domestic applications within 3 working days.
2. Respond to 95% of domestic applications within 14 days.
3. Respond to 95% of non-domestic applications within 20 days.
4. Respond to 95% of amended applications within 10 days.
5. Issue an approval within 3 days for 80% of technically cleared applications.
6. Carry out 100% of requests for founds and sub floor inspection
within 24 hours.
7. Provide a response to 95% of regularization applications within
15 days
8. Issue certificates for 95% of requests for property certificates
within 10 days (postal)
9. Issue property certificate of online requests within 5 days.
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Recruitment
We aim to:
1. Post application forms within 2 working days of date requested.
2. Notify job applicants of the outcome of the shortlisting process
within 2 weeks of the closing date.
3. Inform applicants who attended for interview of the outcome of
their interview within 5 working days.
Rachelle Craig, Corporate Policy Officer Tel. 02871 382204 E-mail: rcraig@strabanedc.com
