FI16512
Request
1. All internal policies, guidance documents, charters, service standards or instructions that set out how planning officers must communicate with applicants, including but not limited to: Expected response times Expected communication frequency Requirements to update applicants about delays Requirements to provide reasons for delays Escalation procedures when an application becomes overdue Performance expectations for applicant correspondence Customer service or applicant care standards
2. Any internal service-level agreements (SLAs) relating to: Validating applications Responding to applicant enquiries Providing updates Requesting additional information Handling overdue applications
3. Any internal performance monitoring policies relating to officer responsiveness or communication.
4. Any guidance or training documents issued to planning officers within the last 3 years that relate to: Customer service Communication Applicant engagement Case management
Response
The Council has adopted a policy on how we deal with Planning Applications and this can be found on our website at https://www.dover.gov.uk/Planning/Planning-Policy/Planning-Guidance/Statement-of-Community-Involvement-2025.pdf. We hold no other information to be able to answer your request but the Council does have customer service guidelines which are followed and can also be found online at https://www.dover.gov.uk/Customer-Services/Customer-Service-Guidelines.aspx.