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Standards of service 2015 -2016

Licensing and registration service

Our commitment to you

We are committed to delivering a professional service of the highest quality, focusing our service to meet your particular needs. Our overall aim is to provide you with a courteous, helpful, efficient service and we will treat you with dignity and sensitivity at all times. We have set ourselves a number of targets to ensure that we achieve this aim. These are what you, our customer, can expect from us.

Service request by phone

  • We promise that all internal calls will be answered within three rings – target 70%
  • We promise that a 24-hour service will be available for contacting a Registrar in an emergency. A registration emergency is regarded as: “the registration of a death which has occurred in Scotland and the body is being transported out-with Scotland or a birth registration where the informant plans to leave Scotland”

Service request by letter or email

  • We promise to send out any extracts within one working day of receipt of the fee and full information – target 80%
  • We promise to send out confirmation of your ceremony booking within two working days from receipt of your booking fee – target 80%
  • We promise to action freedom of information requests within 20 working days – target 100%
  • We promise to deal with all other requests within two working days – target 80%
  • We promise where you have requested an extract online, by email or by phone we will text you to let you know when your extract has been dispatched

Service request in person

  • We promise to attend to you within 10 minutes of arrival.  If your waiting time is likely to be longer then the reason will be explained to you and you will be offered an appointment either for later that day depending on the level of business. Private interview rooms are available on request – target 80%
  • We promise that you will be taken into a private interview room when registering a birth or death and your business will be conducted in a confidential manner usually lasting between 20 and 40 minutes – target 80%
  • All certificates requested will be issued at the end of the registration – target 85%
  • In the unlikely event of a manual registration requiring to be carried out the certificates will be sent out in the post within one working day – target 80%
  • We promise to register your marriage/civil partnership within two working days of the date we receive your religious marriage schedule/conduct your civil marriage/civil partnership ceremony – target 95%
  • We will take you within five minutes of your appointment time – target 70%

Informal advice

  • We promise to respond to your request for informal advice within two working days. If we cannot do so, we will contact you to let you know why and confirm when we will be in a position to give you the advice -  target 80%

Education

  • We promise to acknowledge appeal within one working day – target 90%
  • We promise to arrange appeal hearing within five working days or within five working days of being advised of ballot results by Education Resources – target 80%
  • We promise to give 14 days notice of appeal hearing date where possible – target 90%
  • We promise the person making the appeal will be advised of the outcome by phone within one working day – target 80%
  • We promise that the decision of the Appeal Hearing Committee will be sent to you within 14 days from the date of the meeting – target 100%

Liquor licensing

  • We promise to advertise notice of the licensing boards, other than additional boards, on our website eight weeks prior to each licensing board meeting where possible. Additional board dates will be advertised as soon as dates are finalised – target 80%
  • We promise to acknowledge receipt of your application within two working days – target 95%
  • We promise to process your application for an occasional licence/extension of hours and issue this at least five working days before the event or within two working days of receipt of favourable police report, if granted, providing the application is received within the relevant timescale – target 85%
  • We promise to text you on receipt of a clear police report relating to your occasional licence/occasional extension application where your application is within policy
  • In the event of your application being outwith policy we will notify you of this within three working days of receipt of your application. In the event of a satisfactory police report being received and there being no issues you will be notified of this by text where possible
  • We promise to process your transfer application within seven working days or to a date of your choice whichever is the later from the date of receipt as long as the appropriate paper work has been received along with a favourable police report – target 95%
  • We promise to process applications for minor variations to a premises licence within five working days of receipt – target 90%
  • We promise to process applications for personal licences within seven working days as long as no attendance at a Licensing Board is required and a favourable police report obtained – target 90%

Premises licence applications and applications for major variations

  • We promise to advertise applications on our website and send out neighbour notifications within seven working days of receipt– target 90%
  • We promise, where possible, to notify you at least 10 working days before the licensing board meeting as to whether or not you are required to attend – target 95%
  • We will issue licence/decision within five working days of Licensing Board taking place – target 85%

Premises and personal licence reviews

  • We promise to acknowledge receipt within two working days – target 95%
  • We promise the licence holder will be given 10 working days notice of Board date where possible – target 95%
  • We promise to issue decision within five working days of Licensing Board taking place – target 85%

Personal licences where relevant offences

  • The applicant will be given 10 working days notice of Licensing Board – target 95%
  • We promise to issue licence/decision within five working days of Licensing Board taking place – target 85%

Request for application forms

  • We promise to send out application forms within one working day – target 95%

Nationality Checking Service/Settlement Checking Service

  • We promise to respond to any phone call within two working days – target 85%
  • We promise to give you an appointment within five working days of receiving your request and being satisfied that you have the correct documentation – target 90%
  • We promise to issue written confirmation of your appointment date and time within two working days of appointment being made – target 95%
  • We promise to post your application to the Home Office the next working day except for appointments on a Friday – target 98%

Citizenship ceremonies

  • We promise to notify you of ceremony date and time within two working days of receiving certificate from the Home Office – target 90%
  • We promise you will be given a ceremony date which will take place within 42 days – target 80%
  • You can ask for an individual ceremony to take place at your own cost within 10 working days of your request – target 80%

Civic licensing

All Civic Government (Scotland) Act licence applications must be processed within the statutory timescale of six months from receipt with the exception of Skin Piercing and Tattooing licences which must be processed within 12 months of receipt.  Target – 100%.  In order to improve our service we have introduced the following shorter timescales.

Where there are no convictions or fixed penalties whatsoever, whether spent or otherwise, and no objections or observations from any source and no medical concerns if appropriate we will deal with your application within the following maximum timescales.

Application for:
 
 
Taxi/private hire car operators
Taxi/private hire car drivers
Taxi/private hire car transfers
Window cleaners
Employee street traders
Mobile street traders
29 days from receipt of application – target 85%
Static street traders 
Late hours catering (within Council guidelines only)
Public entertainment
Second hand dealers
Indoor sports entertainment
Market operators
Metal dealers
Renewals of licences
Skin piercing and tattooing
40 days from receipt of application – target 80%
Temporary applications within five working days or two working days of all favourable reports and documentation being received – target 85%
Where there are convictions (live or spent), fixed penalties, medical issues (if applicable), objections or observations within three months of application - target 60%
Where a late hours catering application falling outwith the Council guidelines is involved within four months of application - target 60%
  • We promise that the decision of the licensing committee will be sent to you within one working day from the date of the meeting – target 95%
  • We will send your application to the relevant consultees within two working days – target 90%
  • Applications being referred to Committee for a hearing will be called within four months of receipt of application unless there are spent convictions – target 75%.
  • Substitute vehicles – process within two working days – target 90%
  • Six monthly inspection – all vehicles over five years old will be called for a six monthly inspection within seven months of annual inspection with the exception of purpose built taxis which will be called for a six monthly
  • inspection when they are over seven years old – target 90%

Public processions

  • We will acknowledge your notification within one working day of receipt – target 85%
  • Where possible we will issue you with your permission at least five working days before the proposed parade or within two working days of receipt of a favourable police report – target 90%

Public Charitable Collections

  • We will acknowledge your request within three working days of receipt – target 85%
  • Where possible we will issue the permission at least 10 working days prior to the event or within four working days of receipt of a satisfactory police report – target 85%
  • We promise to text or email you to confirm a clear police report has been received in respect of your application

Lotteries

  • We will acknowledge your application within three working days of receipt – target 85%
  • We will issue your lottery licence within 28 days of receipt always provided a satisfactory police report is received – target 85%
  • We will issue your lottery permit/renewal within 29 days of your lodging your application always provided a satisfactory police report has been received failing which your permit/renewal will be issued within four days of our receiving a satisfactory police report – target 85%
  • You will receive confirmation of continuing registration of a lottery within five days of receipt of appropriate documentation – target 80%

Putting things right

If your certificate/licence is incorrect as a result of an error on our part we will replace your certificate/licence free of charge within two working days of the error being brought to our attention – target 90%.

We have introduced a target of 3% error rate in all our correspondence.

What you can do to help us meet our standards of service.

You can help us to help you by:

  • Completing the application form fully and correctly. Our staff are on hand to offer assistance if required
  • Ensuring all supporting documentation is submitted at the time of application
  • Letting us know if you are having difficulty providing any particular information, so that we can offer help and advice if appropriate
  • Contacting us immediately if you have any queries and ensuring any certificates or information requested is promptly supplied

Quality of service

If we do not meet your expectations, please tell us. If you would like to make a complaint this can be made in person at any office, by phone, in writing or by email.  When we receive your complaint we will confirm that we have received it in writing within two working days. If possible we will contact you by phone or text.

We will then promptly and fully investigate your complaint and where possible a full response will be given within five working days. If for any reason this is not possible, you will receive an update on the current progress and receive a full response within 10 working days.

We are always looking for ways to improve our service. If you would like to comment or make suggestions about our service you can do this using any of the following methods:

  • In person at any of our offices;
  • In writing to FREEPOST RRBJ-GXHX-JJEC, Licensing and Registration Office, 102 Cadzow Street, Hamilton, ML3 6HH;
  • By email to licensing@southlanarkshire.gov.uk;
  • Via Rant and Rave – text 66099 – start your message SLCLR
  • By phoning any of our local offices. Your phone call will be answered in the first instance by our call centre. If the call centre cannot answer your query, your call will be logged and a member of our staff will call you back within one working day;
  • By completing a customer comment sheet which can be obtained from any licensing and registration office;
  • By attending a focus group.  Focus group participants discuss the service and suggest improvements.

If you would like to attend any of the following focus groups please contact your local office for details:

  • general registration (for example births, deaths and marriages)
  • taxi operators and drivers
  • private hire car operators and drivers
  • general civic government licensing (for example window cleaners, second hand dealers)

Unhappy with our service

We always aim to deliver the best possible service to all of our customers. However, we do recognise that on some occasions our service may fall short of that which you, our customer is entitled to expect. Therefore we have introduced a bespoke complaints charter which details our promise to you regarding complaints. 

To complain you can:

We value your feedback, positive or otherwise, written or verbal.

Annual report

We produce an annual report which includes details of how we performed against our targets. It also  includes sample feedback and steps taken to put things right when they go wrong.

How we performed in 2014-2015

Service standards 2014-2015

Standards of service – civic licensing

In 2014-2015 we met 93.2% of our civic licensing performance standards. This is a 0.2% increase from our 2013-2014 standards
Performance standards met 93.2%
Performance standards not met 6.8%

Standards of service – registration

In 2014-2015 we met 96% of our registration performance standards. This is a 2% increase from our 2013-2014 standards
Performance standards met 96%
Performance standards not met 4%

We did not meet our performance standards for the following reasons:

  • Administrative error
  • Volume of business

Customer service targets

Customer satisfaction survey 2014-2015

Treatment by staff
100% of respondents felt they had been treated with dignity by staff.

Waiting times
 94% of respondents felt the waiting times were reasonable. This is an increase of 1% for 2013-2014.

Reasonable 94%
Unreasonable 6%

Our targets for 2014-2015 were to achieve:

75% of respondents who had felt the service had been excellent with the remaining 25% feeling they had received a good service.

Customer service 2014-2015

Excellent 67%
Good 32%
Very poor 1%

To ensure 85% of respondents wait less than 10 minutes to be see by staff

Waiting times

Less than 10 minutes 84%
More than 10 minutes 16%

Quality of service 2015-2016

Target for 2015-2016

  • To achieve 75% of respondents who felt service has been excellent with the remaining 25% feeling they had received a good service
  • To ensure 85% of respondents wait less than 10 minutes to be seen by staff

Key costs of service 2015-2016

Our key costs of service were as follows:

Employee costs £963,340
Administration costs £114,550
Supplies and services £62,090
Other costs £22,500
Property costs £15,000