Customer charters and service standards
Free advice to customers
Information
Correspondence, telephone enquiries and e-mail
Treating everyone fairly
Customers views
What you can do to help yourself

Customer Charters and Service Standards

Derbyshire Dales District Council is committed to the delivery of high quality services that give Best Value. As such, we recognise that our customers have a diversity of needs and interests that we are constantly striving to satisfy. However, on occasions particularly in regard to planning issues, the needs and interests of our customers may conflict. In such instances, the Council must be consistent and transparent in its decision making in order to ensure that we provide a clear and fair service to all of our customers, regardless of the outcome of their case.

The Planning Services Section has adopted customer charters for our Development Control and Enforcement Services. These charters outline the level of service you can expect from the Council. They also advise of what to do if you are unhappy with any aspect of our service. Copies of our Development Control Charter and Enforcement Charters can be downloaded from here.

Free advice to customers

We offer free professional advice to all our customers on a wide range of planning issues, including listed building, design and conservation matters and we encourage early discussion of planning applications prior to their formal submission. Planning Officers are available to provide general advice at the Town Hall, Matlock between 9.00 am - 1.30 pm Monday to Fridays.

Planning Services Reception 01629 761336
Planning Services Fax 01629 761163
planning@derbyshiredales.gov.uk

For specialist advice on issues such as listed buildings, conservation area consents, tree preservation orders etc, you are advised to make an appointment in order to avoid a wasted journey. Where we are unable to provide the necessary advice, we will suggest where further advice and assistance maybe sought.

Information

We publish lists of planning applications and decisions, quarterly statistics and other information on our performance which may be inspected on request. These, together with agendas of planning committees are available at the Planning Services Reception.

Requests for information relating to the planning history or status of a property, can be provided on request and upon payment of the relevant planning service charges                                                                                                     

Correspondence, telephone enquiries and e-mail

All written enquiries will be responded to within 10 working days. Where a formal response is likely to take longer, an acknowledgement will be made within 10 working days and an indication will be made of the timescale for a comprehensive response. Telephone calls will be answered within 30 seconds. If no-one is available to deal with your call immediately, we will return your call within 1 working day. e-mail enquiries will be responded to within 1 working day. Where a formal response is likely to take longer, an acknowledgement will be sent within 1 working day and we will keep you informed of progress on the matter.

Treating everyone fairly

The District Council is committed to promoting equal opportunities for the community it serves. Its equal opportunities policy seeks to ensure that no discrimination is permitted on the grounds of colour, race, nationality, ethnic origin, marital status, sex or disability.

Customer’s views

The views of our customers are important to us as we strive to continuously improve the quality of our services. We are committed to improving the quality of our services through consultation and by offering choice wherever possible. In this way we can continue to improve. If you wish to comment on any aspect or our service, whether favourably or not, please contact us by telephone, e-mail or in writing. Please address your written comments to: -

The Planning Services Manager
Derbyshire Dales District Council
Town Hall,
Matlock,
Derbyshire,
DE4 3NN
01629 761325
planning@derbyshiredales.gov.uk

As part of our efforts to improve our service we have established a Planning Users Focus Group that meets annually and enables us to discuss service developments and improvements. If you are interested in becoming a member of the focus group, please contact our Planning Services Support Team.

01629 761322
planning@derbyshiredales.gov.uk

What you can do to help yourself

Whatever the nature of your business with the Planning Services Section, it is always advisable to make contact at an early stage, especially when making a planning application. This can not only save time by making sure that the correct information is provided, but also avoid wasted expense.

When you are consulted on a planning application, please remember that the Council wants your views whether in favour or against. However, we are obliged to determine applications within specified timescales, therefore please respond at the earliest opportunity in order to ensure that we are able to take a balanced view.

If you think that development is taking place without planning permission, let us know immediately by contacting one of our Enforcement Officers in order that appropriate investigations can be undertaken. All calls will be treated in the strictest confidence.