Building Standards

Annual Verification Performance Report 2026 to 2027

IMAGE: The Orkney Islands Council crest appears above the title. Below it is a coastal view showing a road and causeway beside water, with concrete sea defences in the foreground, a low grassy island in the distance, and a partly cloudy sky.

Contents

1. Introduction to the verifier — 3

2. Building Standards Verification Service Information — 5

3. Strategic Objectives — 7

4. Key Performance Outcomes and Targets — 10

5. Performance Data — 13

6. Service Improvement and Partnership Working — 17

7. Building Standards - Additional Data — 20

8. Building Standards Customer Charter — 21

1. Introduction to the verifier

The verification performance report is a strategic planning and management tool that provides information about the local authority building standards service, communicates the vision and strategy, and sets out performance against strategic goals and targets.

Building standards verifiers in Scotland are required to utilise the performance report to manage, monitor, review and develop strategies for their business, and should focus on the performance framework’s core perspectives and cross-cutting themes.

Orkney

Lying off the north-east coast of Scotland, between John O’Groats and the Shetland Isles, Orkney is an archipelago of over 70 islands and skerries, 17 off which are inhabited. With a coastline totalling 570 miles, the islands cover an area of 376 square miles, more than half of which is taken up by the Mainland, the group’s largest island.

Orkney can be divided into three distinct regions – the North Isles, the South Isles, and the Mainland. Although Burray and South Ronaldsay are ‘islands’ they are connected to the Orkney mainland via causeways called the Churchill Barriers.

With a population of just over 22,000 - the majority of people live on the Mainland, with the greatest population concentrations around the main towns of Kirkwall and Stromness. Kirkwall, the capital, is the administrative centre of Orkney with a population of 9,293.

IMAGE: A map of Orkney marks the North Isles, South Isles and Mainland, including islands and settlements such as Papa Westray, Westray, North Ronaldsay, Sanday, Rousay, Eday, Stronsay, Shapinsay, Kirkwall, Stromness, Hoy, Flotta, Burray and South Ronaldsay. It also shows airports and ferry routes.

Environment

The islands of Orkney are mainly low lying with a landscape of green fields, heather moorland heath and lochs. The underlying sandstone rock breaks-down easily to form good fertile soils and much of the landscape is farmed. The exception is the island of Hoy which is famous for dramatic hills and valleys and spectacular cliffs.

Employment

Farming and fishing continue in the top employment sectors of the islands, with beef farming being the mainstay of the agricultural community, Orkney is renowned for its quality beef production. The white and crab fishing fleets are well established, and Orkney has the largest crab processing plant in the UK. The oil industry provides important employment opportunity with the Flotta Oil Terminal remaining active 45 years after becoming fully operational in 1976. Tourism and food processing have become increasingly important, and Orkney has become one of the busiest ports in Scotland for visiting cruise ships and liners. Orkney has fast become a key player in the renewable energy sector with wind, wave, and tidal developments all prevalent on the islands. The construction industry remains buoyant and continues to be a major source of employment. Orkney Islands Council is the largest employer with a workforce of approximately 2,000 staff.

Responsibilities

In addition to the main verification services, Building Standards also provide or assist with the following:

• Licensing - provide expert technical advice, inspection services and certification relating to applications made under the Licensing (Scotland) Act 2005 and the Civic Government (Scotland) Act 1982.
• Home Improvement Grant – provide assessment and inspection services in conjunction with Orkney Health and Care for Disabled Adaptation Housing Grants made under the Housing (Scotland) Act 2006 and the Council’s Scheme of Assistance.
• Small Repairs Grant Scheme - administer and provide an inspection service for the Council’s Small Repairs Grant Scheme in conjunction with Orkney Care and Repair.
• Property Enquiry Certificates - accommodate requests for Property Enquiry Certificates.
• Information requests from internal and external bodies - e.g. Council’s Corporate Services, Local Authority Building Standards Scotland, Scottish Government Building Standards Division (BSD), Freedom of Information requests.
• Collection of housing statistics for onward transmission to the Scottish Government, i.e. NB1-2 and Stock4. (NB1 – National House Building Statistics – Private Sector, NB2 – National House Building Statistics – Local Authority, Stock 4 – Changes to Housing Stock).

Organisational Chart

The following chart identifies the council’s organisational structure from the Chief Executive to the Service Manager Building Standards:

IMAGE: The organisational chart shows Chief Executive Oliver Reid reporting to Director Infrastructure and Organisational Development Lorna Richardson, who reports to Head of Planning and Regulatory Services Gavin Barr. Gavin Barr’s area includes Service Manager Building Standards Steven Poke, Service Manager Environmental Health, Service Manager Trading Standards, Service Manager Development Management, and Service Manager Development and Marine Planning.

2. Building Standards Verification Service Information

Building Standards

The Building Standards service is located at The Council Offices, School Place, Kirkwall, KW15 1NY, and our verification responsibilities include:

Provision of the Verification service for the determination of Building Warrant applications and Completion Certificate submissions to ensure that buildings are constructed or adapted to:

• Secure the health, safety, welfare, and convenience of persons in or about buildings and of others who may be affected by buildings or matters connected with buildings.
• Further the conservation of fuel and power.
• Further the achievement of sustainable development.
• Enforcement activity empowered by the Building (Scotland) Act 2003.
• Maintenance of the Building Standards Register.

Public Interest Statement

The purpose of the building standards system is to protect the public interest. The system sets out the essential standards that are required to be met when building work or conversion of a building takes place in order to meet building regulations.

The building standards system checks that proposed building work or conversion of a building meets standards; inspections are limited to a minimal necessary to ensure that legislation is not avoided. The control of work on site is not down to the system but is a matter for contracts and arrangements in place between a builder and client.

Verifiers, appointed by Scottish Ministers are responsible for the independent checking of applications for building warrants to construct or demolish buildings, to provide services, fittings, or equipment in buildings, or for conversions.

Organisational Chart

The following chart identifies the organisational structure for the Building Standards service.

IMAGE: The Building Standards service organisational chart places Service Manager Building Standards Steven Poke at the top. The team consists of Senior Building Standards Officer Juan del Valle, Building Standards Officer Colin Begley, Building Standards Inspector (West) David Atkinson, Building Standards Inspector (East) Graham Bell, Assistant Technician Building Standards Tracy Dennison, and Building Standards Administration Thorfinn Laing.

Staffing Position at 31 March 2026

The Building Standards service has recently experienced a number of staff changes which is reflected in the organisational chart shown above.

Note: Tier 1 = Chief Executive; Tier 2 = Directors; Tier 3 = Heads of Service; Tier 4 = Managers.

Note: Managers are those staff responsible for the operational management of a team/division. They are not necessarily line managers.

3. Strategic Objectives

The Council Plan 2023-2028

Orkney Islands Council shares its mission and values with The Orkney Partnership and the Council Plan supports the strategic priorities of the Community Plan.

Our shared mission is: Working together for Orkney.

Our pledges are as follows:

IMAGE: Three pledges are displayed: “Maintain our existing high standards of service wherever possible”; “Improve services and outcomes for the people of Orkney where needed”; and “Develop and deliver projects for the benefit of our communities.”

The Council’s strategic priorities for 2023-2028, developed together with the Orkney community, are:

IMAGE: A strategic priorities diagram shows “Working together for Orkney” as the foundation for three priorities: “Strengthening our communities”, “Developing our Infrastructure”, and “Growing our Economy”. These sit above “Transforming our Council”, described as the “Foundation to enable delivery”.

The Council Plan 2023-2028

Core principles:

• Protecting our environment and combating climate change.
• Equality, fairness and inclusion, particularly for vulnerable and remote communities like the ferry-linked isles.
• Sustainable and accessible services for all.
• Community wellbeing and mental health.
• Community wealth building for future generations.

Departmental issues to be addressed in the coming year

The purpose of Infrastructure and Organisational Development is to support the Council’s mission statement of “Working together for Orkney”.

Infrastructure and Organisational Development is a public facing directorate whose activities underpin all aspects of day-to-day life in Orkney. It provides front line services including marine and terrestrial planning, building standards, environmental health, trading standards, domestic and commercial waste collection and disposal and recycling, Our planned, cyclical, reactive and emergency resilience service within the Roads team, the provision and management of the Council fleet, A quarrying service for aggregates and Tarmacadam production, Internal ferry and towage services, public transport provision which covers buses and our air transportation services. We are the delivery agents for the council’s capital programme covering a vast array of new build, alteration, and maintenance projects. We implement national legislative requirements and ensure all our services discharge their duties in a safe, compliant, and resilient way, seeking to protect our customers and service users at all times, within the financial and political constraints the council set.

Infrastructure and Organisational Development are currently allocated with four Heads of Service portfolios, with Planning and Regulatory Services underpinning the Building Standards service.

Planning and Regulatory Services – Includes development management, development and marine planning, building standards, environmental health, and trading standards.

The Infrastructure and Organisational Development Action Plan target outcomes relative to the Planning, Development and Regulatory Service includes:

• To ensure delivery of Council strategic priorities in the context of realistic and efficient allocation of personnel and material resources.
• To complete a Development and Infrastructure wide customer survey and provide feedback.
• Ensure up-to-date Local Development Plan and relevant suite of Supplementary Guidance following new Planning Actions.
• To deliver successful Regional Marine Partnership and Crown Estates Pilot.
• To ensure the best projects and programmes are developed, sufficiently funded and implemented in order to ensure both energy efficiency and lower carbon emissions across the council estate.
• Pursue and deliver major projects that align to the Council Plan through Service and Council decisions e.g. Campus, Hydrogen, community wind, Islands Deal.
• Ensure viable land supply for development, including addressing constraints to housing in Kirkwall.
• Pursue the delivery of 21st century digital and Broadband capability including wireless connectivity.

Service Key Strategic Objectives

Having successfully been reappointed as Building Standards Verifier for our geographical area for a further six-year period, commencing 1 May 2023, we will continue to follow the operational and performance framework. To ensure these challenging performance targets are achieved we will promote a positive approach to collection, review and reporting statistical information. In the event any benchmark has not been achieved we will investigate and introduce remedial measures wherever possible to ensure we deliver the level of service expected by our customers.

Continued development of electronic systems to ensure the effective delivery of eBuilding Standards for our customers, with ongoing maintenance and expansion of our electronic processes to ensure the effective management of the eBuilding Standards programme.

Ensure that the terms of the Verification Operating Framework are met and/or implemented.

To continue to deliver timeous and consistent service to our customers, and continue to try and raise awareness of the CCNP process and aim to meet the inspection requirements.

Engage and work with the Scottish Building Standards Hub (SBSH) and Local Authority Building Standards Scotland (LABSS).

4. Key Performance Outcomes and Targets

The national verification performance framework is based on three core perspectives:

• Professional Competency and Operational Processes.
• Quality Customer Experience.
• Financial Integrity.

Each core perspective is supplemented by three cross-cutting themes, comprising:

• Public Interest.
• Continuous Improvement.
• Partnership Working.

Summary of Key Performance Outcomes (KPOs)

Summary of Key Performance Targets

KPO1 Targets

• 1.1 95% of first reports (for Building Warrants and amendments) issued within 20 days – all first reports (including BWs and amendments issued without a first report).
• 1.2 90% of Building Warrants and amendments issued within 10 days from receipt of all satisfactory information – all Building Warrants and amendments (not including BWs and amendments issued without a first report).

KPO3 Measures

• 3.1 Workforce: Supply v demand levels (%).
• 3.2 Overall Performance: KPO Targets met (%).

KPO4 Targets

• 4.1 Minimum overall average satisfaction rating of 7.5 out of 10.

KPO5 Measures

• 5.1 Building standards verification fee income to cover indicative verification service costs (staff costs plus 30%).
• 5.2 Building standards verification fee income invested into verification services (%).

KPO6 Targets

• 6.1 Building Standards Annual Report published prominently online with version control (reviewed at least annually).
• 6.2 Building Standards Annual Report to include performance data in line with KPOs and associated targets (annually covering previous year e.g. 1 April 2025 – 31 March 2026).

5. Performance Data

The tables on the next pages illustrate the Key Performance Outcomes (KPOs) updated and reported at the end of each quarterly reporting period to Scottish Government Building Standards Division (BSD).

5.1. Summary of performance against Key Performance Outcomes and Targets

5.2. Professional Competency and Operational Processes

Protocols for dealing with work

A number of risk management protocols have been developed for key processes and are continually under review.

Performance management systems

Performance management systems (Infrastructure and Organisational Development Service Action Plan, Annual Verification Performance Report, “How Good is our Council” self-evaluation assessment) will be adapted to reflect service priorities and objectives.

Training and development/CPD

Staff are encouraged and supported in development and training through the annual Employee Review and Development process. We will work with the Scottish Building Standards Division (BSD), Local Authority Building Standards in Scotland (LABSS), Highlands and Islands Consortium (H and IC) and Glasgow Caledonian University to identify and participate in training relevant to service delivery. Continued participation with our local CPD group, and with the Chartered Association of Building Engineers.

Support and participate in the councils Corporate Learning and Development Policy with particular emphasis on the iLearn modules.

Benchmarking/shared services

Continued benchmarking and sharing of good practice through our membership of LABSS and the Highlands and Islands Consortium. Promote partnership working with the relevant person during reasonable inquiry and Completion Certificate process.

Succession planning

We must ensure an appropriate workforce structure is in place to deliver on the future priorities of the organisation and to deliver high quality, cost effective and targeted services. Training, in line with the Competency Assessment Scheme will be developed along with finding suitable training in the Scottish Building Standards Hub LMS, to ensure staff are developing and capable of progressing when suitable posts at a higher level become available. Consideration to the graduate/modern apprentice schemes are also under review.

5.3. Quality Customer Experience

Customer communication strategies

Customer communication is primarily by letter or email; regular information updates are emailed to our agents group and posted on our website. Documents can be made available on request in accessible formats for those with sensory impairment or who have a first language other than English. Loop induction systems are available at the One Stop Shop and throughout the Council’s premises. The introduction of Office 365 has offered Skype for Business and Teams platforms which allow individual workstation video link.

Customer Charter

Our Building Standards Customer Charter, which incorporates a national and local customer charter, is reviewed annually, with quarterly updates to promote KPO and eBuildingStandards progress. The charter is available to view at our offices and published prominently on the council website.

Customer feedback (national/local)/analysing and changes to systems

Maintain the local Customer Satisfaction Questionnaire process to bring customer driven improvements to service delivery. Previous upgrades include continuation of service during lunchtime; information updates posted regularly on our website, arrange new regulation training events, dedicated phone line for each member of staff, deliver a formal procedure for electronic communication, establish a local procedure for the number of documents presented with the initial warrant application, provide clear guidance to ensure a consistent approach when calculating the estimated cost of works and associated warrant fee. We participate in the national questionnaire and encourage our stakeholders to do the same, making all the information readily available on our Building Standards website.

Accessibility of service

Accessibility of our service is described in the Building Standards Customer Charter. We will expand on recent accessibility improvements and consult our customers on how best to enhance service accessibility for their convenience. Recent improvements include the provision of a direct dial facility for each member of the team and a continuation of the service at the Council’s One Stop Shop between 09:00 - 17:00.

Pre-application advice

Pre-application advice is freely available, and we provide an open-door approach to public consultation at the Council Offices during normal office hours Monday – Friday 10:00 - 12:00 and 14:00 – 16:00. Although appointments are usually preferred.

Customer agreements

A customer agreement policy is adopted for complex Building Warrant applications or those with an estimated cost of works in excess of £2 million.

Customer dissatisfaction (procedural or technical)

For technical or procedural matters relating to the verification service we would guide customers in the direction of the LABSS - Dispute Resolution Process. Where that process could not satisfy customer concerns forward to the Scottish Government Performance Reporting Service for Customers. Alternatively, the Council’s formal complaints procedure would be followed.

Recognised external customer service accreditations

Our service presently holds no recognised external accreditations. Our council have been successful in gaining accreditation via ‘Investors in People (Standard)’ a service level. This is an ongoing process led by the Corporate Director of Strategy, Performance and Business Solutions.

5.4. Financial Integrity

Team structure e.g. (area splits/specialist teams)

Our small team structure is indicated earlier in this document, area splits have been maintained for the purpose of reasonable inquiry and in particular the completion of Construction Compliance and Notification Plans. Each member of staff possess specialism’s, and due to our close knit and open office working environment these are shared daily with colleagues. Other specialist functions such as engineering assessment is outsourced to our council’s engineering team and e.g. Fire Engineering checks by qualified staff from other local authority verifiers.

Time recording system

Our time recording system was developed to assist in providing accurate reporting for costs associated with expenditure on the verification service. The system is simple, can be easily modified, and has proved a useful tool for various reporting purposes.

Financial monitoring/governance

Financial monitoring is robust and undertaken monthly by the Service Manager Building Standards on receipt of statements from the Finance Department. The monthly statements clearly identify income and spend patterns and sums can be transferred between cost centres to suit service activity or pressures. Real-time monitoring of budgets is facilitated by accessing the online Integra finance system.

IT systems

Our most effective IT system is the Uniform building standards database used to record all matters concerning Building Warrant and Completion Certificate activity. The system was introduced for all applications received from August 2006, and historic data was captured from January 2000. To support the database, we were successful in our funding bid for the Public Access Register which was connected in August 2011 and allows the public remote monitoring of application progress. The integrated document management system offers efficiencies relating to the accessibility and retention of records. Recent IT upgrades include a move to Windows 11 and Office 365 incorporating Outlook, which provides out of office alerts to those not directly connected to our council’s servers. Video link equipment has been provided in two service meeting rooms to aid video conferencing opportunities, and the addition of MS teams has been beneficial.

Digital services

Since the introduction of eBuilding Standards in August 2016 we have experienced a significant increase in electronic submissions with approximately 80% of Building Warrant applications currently received via the portal. To administer electronic applications, we have invested heavily in additional software/hardware including dual 28-inch monitors for our assessment team and tablets for inspectors to support site inspection.

Finance systems

The main finance system used by the council is Integra supported by Capita for electronic and online payment services. Building Standards have recently introduced an online payment facility for Building Standards services.

Internal communication strategies

Internal communication strategies include the staff portal, electronic newsletters, electronic bulletins, and conveyance of information from the Corporate Management Team – Planning, Development and Regulatory Services (P&RS) Management Team - Building Standards Team meetings. The Chair and Vice-chair Development and Infrastructure Committee are invited to attend P&RS management meetings and cascade service information back to interested elected members.

6. Service Improvements and Partnership Working

In the previous 12 months (2024-2025) we did:

In the next 12 months (2026-2027) we will do:

In the previous 12 months (2025-2026) we worked with:

• Scottish Building Standards Division on all matters relating to Building Standards.
• Local Authority Building Standards Scotland on all matters relating to the retention and provision of local authority Building Standards verification services across Scotland. Providing the technical representative for the Highlands and Islands Consortium Group in relation to LABSS Technical Working Group.
• Colleagues from the Highlands and Islands Consortium Group on technical and procedural matters ensuring a consistent approach to the delivery of building standards.
• eDevelopment.scot on issues relating to the ongoing delivery and future development of eBuilding Standards.
• National Building Standards Hub.

In the next 12 months (2026-2027) we will:

• Engage with other local authorities and groups, e.g. Local Authority Building Standards Scotland.
• Engage with external stakeholder organisations and groups.
• Provide external support for local training and development.
• Commit to work together on technical issues.
• Work in partnership with the National Building Standards Hub.

7. Building Standards - Additional Data

Verifiers provide returns to Scottish Government on their verification performance and workload. The performance data relates to the building standards verification performance framework and the workload data relates to the numbers of Building Warrant applications, Completion Certificates, fees, costs, certificates (certification, energy performance, sustainability), enforcement cases.

Activity for 2025-2026

8. Building Standards Customer Charter

Purpose of the Building Standards Customer Charter:

The Building Standards Customer Charter provides information about the standards of service that all verifiers should meet. This gives customers the reassurance that a consistent, high-quality service will be delivered no matter which verifier provides the service.

It is divided into two parts: 1) National Charter; and 2) Local Charter.

PART 1: National Charter

Our Aims:

To grant building warrants and accept completion certificates:

• To secure the health, safety, welfare and convenience of persons in and about buildings and others who may be affected by buildings or matters connected with buildings.
• Furthering the conservation of fuel and power.
• Furthering the achievement of sustainable development.

Our vision/values:

To provide a professional and informative service to all our customers.

Our Commitments:

Nationally all verifiers will:

1. Seek to minimise the time it takes for customers to obtain a building warrant or amendment to a building warrant.
2. Ensure continuous improvement around the robustness of verification assessments to ensure compliance.
3. Meet and seek to exceed customer expectations and actively promote the National Customer Survey.
4. Proactively engage with customer groups, through focus groups, newsletters, guidance on services etc.
5. Act on feedback received from customers (including from the National Customer Satisfaction Survey) to improve services and the customer experience.
6. Provide information on local formal complaints procedures, the LABSS Dispute Resolution Process, and the BSD Customer Performance Reporting Service, and refer customers as appropriate.
7. Provide accurate financial data that is evidence-based.
8. Engage and participate in partnership working at local and national level to identify and embed service improvements at a national level.
9. Work collaboratively with the Scottish Building Standards Hub.
10. Adhere to our Building Standards Annual Report outlining our objectives and performance targets.
11. Fully adhere to the commitments outlined in this Charter (including information on customer dissatisfaction in relation to building warrant processing timescales, processes and technical interpretation).
12. Use a consistent format for continuous improvement plans.

Our targets:

• 95% of first reports (for Building Warrants and Amendments) issued within 20 working days.
• 90% of Building Warrants and Amendments issued within 10 working days from receipt of all satisfactory information.

Information:

National information on the performance framework for verifiers can be found at the Scottish Government website.

PART 2: Local

Welcome to the Customer Charter for the Building Standards Service, which forms part of Planning, Development and Regulatory Services.

The purpose of this Customer Charter is to inform customers, users and other stakeholders about the Building Standards Service. The Customer Charter will identify the level of service that customers can expect from Building Standards, the services provided and our contact details.

How will we deal with our customers?

Our Aims

• To provide a fair, efficient, consistent and confidential service.
• To ensure our offices and information are accessible.
• To be courteous and honest with our customers.
• To consult our customers and consider their suggestions.
• To target continuous improvement in our services.
• To be open and accountable for our actions.

We will

• Be helpful, polite and professional while assisting customers with enquiries.
• Provide accurate and up to date information.
• Ensure that appointments are kept.
• Ensure that your enquiry is considered by a suitably experienced member of the Building Standards team.

What issues do we deal with?

• Determination of Building Warrant applications.
• Determination of Completion Certificate submissions.
• Pre-application plan checking.
• Building Standards Compliance and Enforcement.
• Dealing with Dangerous Buildings.
• Dealing with Defective Buildings.
• Assisting Licensing Officers, Plan assessment and premises inspection.
• Home Improvement and Repair Grant Scheme.
• Small Repairs Grant Scheme.
• Property Enquiry Certificates.

eBuilding Standards

The eBuilding Standards service was launched on 24 August 2016, which enabled the electronic submission of applications for Building Warrants and other related forms, such as Completion Certificates.

To access the eBuilding Standards service visit eDevelopment.scot - a single landing page leading both to the eBuilding Standards service and the ePlanning service launched in January 2016. Just one registration is needed, so if you are already registered on ePlanning.scot you will be able to use the same login details for eBuildingstandards.scot.

What level of service should you expect?

Performance Framework

From the 1 April 2017, as a condition of the reappointment process, Building Standards will follow new Operating and Performance Frameworks incorporating revised outcomes and targets. Performance against these goals is reported on the councils web pages. For customers who are dissatisfied with verifier performance, the Building Standards Division (BSD) Customer Performance Reporting Service can be accessed at the Scottish Government Building Standards Division: buildingstandards@gov.scot or by telephone on 0300 244 4000.

Who are we?

Steven Poke, who manages the Building Standards Service, dealing with all aspects of the service provided.

Juan Del Valle, Senior Building Standards Officer, undertakes the assessment and determination of Building Warrant and Amendment to Warrant applications.

Colin Begley, Building Standards Officer, undertakes the assessment and determination of Building Warrant and Amendment to Warrant applications.

David Atkinson, Building Standards Inspector, is responsible for Building Warrant and Grant inspections in the West Mainland, West side Kirkwall and St Ola, Shapinsay, Stronsay, Eday, Sanday and Papa Westray.

Graham Bell, Building Standards Inspector, is responsible for Building Warrant and Grant inspections in the East Mainland, East side Kirkwall and St Ola, Linked South Isles, Hoy, Flotta, Graemsay, Rousay, Egilsay, Wyre, Westray and North Ronaldsay.

Tracy Dennison, Assistant Technician, is responsible for monitoring submissions received via the eBuilding Standards Portal.

Thorfinn Laing, Administrative Assistant, is responsible for all administration duties within the office.

How can you contact us?

By telephone

Officers are available during normal office hours (09:00 – 13:00 and 14:00 – 17:00) Monday to Friday, and can be contacted by telephoning 01856 873535.

When you contact us by telephone:

• We will answer the phone as quickly as possible.
• Direct you to the person most suited to deal with your enquiry.
• Where that person is unavailable, we will take a message and arrange for your call to be returned, or where appropriate provide alternative contact details such as an email address.

When you contact us by writing or e-mail

Any correspondence should be addressed to:

Service Manager Building Standards, Neighbourhood Services and Infrastructure, Orkney Islands Council, School Place, Kirkwall, Orkney, KW15 1NY.

Or by email building.standards@orkney.gov.uk

• We will aim to acknowledge your enquiry within 5 working days of receipt and respond with a full reply as quickly as possible, and no later than 20 working days.
• If we can’t give a full response within 20 working days, we will contact you and explain why.

In person

Appointments with Building Standards staff can be made during normal working hours (10:00 – 12:00 and 14:00 – 16:00) Monday to Friday with a duty officer covering and can be arranged by contacting the Building Standards office.

Alternatively, and dependent on the nature of your enquiry, you may arrange an on-site visit at a time convenient to yourself and the responsible officer.

For your protection and security Building Standards team members carry identification cards authorised by the Executive Director of Finance, Regulatory, Marine Services, and Transportation. These are readily available for scrutiny during all site visits or meetings.

During site visits staff will:

• Clearly explain the reason for the visit.
• Produce their identification card.
• Conduct themselves in a professional manner.
• Request permission to access any necessary areas or rooms within your property.

Where on-site inspections are required, we may from time to time experience some difficulty in achieving performance targets for our outer island customers, due mainly to travel difficulties and our commitment to providing best value in the services provided.

How can I comment on the service provided?

If you have any comments on how the services provided by Building Standards can be improved, we would be pleased to hear from you. You should send any comments in writing to the Building Standards Service Manager at the above address.

In addition, if you are dissatisfied with any aspect of the service provided by Building Standards, you can make a complaint in person at the Council Offices, School Place, Kirkwall, by phone or in writing to: Complaints, Orkney Islands Council, School Place, Kirkwall, Orkney, KW15 1NY, or email to: complaints@orkney.gov.uk

Our complaints procedure has two stages

Stage 1 – Frontline Resolution

We aim to resolve straightforward complaints that require little or no investigation as quickly as possible. For Stage 1 complaints we will give you a decision in five working days or less.

Stage 2 – Investigation for more complex complaints or complaints

Where the customer remains dissatisfied with the response to a Stage 1 complaint a more detailed investigation will be necessary. For Stage 2 complaints we will acknowledge receipt of your complaint within three working days; and give you a full response to the complaint as soon as possible and within 20 working days. If our investigation takes longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress with the investigation.

After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman to look at it.

Additional information relating to our complaint procedure is available from customer services or by the following link:

https://www.orkney.gov.uk/your-council/complaints-compliments-and-feedback/complaints-procedure/

Dispute Resolution Process

If you disagree with an interpretation of the Building Standards that the Building Standards Authority is adopting, in the consideration of a building warrant that you have submitted, or will require to submit, you may request an interpretation through Local Authority Building Standards Scotland. The Dispute Resolution Process deals with disputes relating to technical and procedural processes. This does not remove a local authority’s formal comments and complaints processes.

Additional advice on the Building Standards Service is available on the Orkney Islands Council website, by clicking at:

https://www.orkney.gov.uk/our-services/planning-and-building/building-standards/

Building Standards
Orkney Islands Council
Council Offices
School Place
Kirkwall
Orkney
KW15 1NY

01856 873535

Building.standards@orkney.gov.uk