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Planning customer service standards

Customer Charters and Service Standards

We are committed to the delivery of high quality services that give best value.  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. Our Development Control Charter [PDF 149KB] and Enforcement Charter [PDF 131KB] are available for viewing.

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 9.00am - 12.00 noon Monday to Fridays.

Tel: 01629 761 336
Fax: 01629 761 163

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 can't help, we will suggest where you can get further advice and assistance.


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 Councils Main 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 charge.

Correspondence, telephone enquiries and e-mail

We will work hard to respond to all written enquiries (including emails) 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 one working day.

Treating everyone fairly

We are committed to promoting equal opportunities for the community we serve.  Our 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.

Customers' 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, email or in writing. Please address your written comments to:

Corporate Director
Derbyshire Dales District Council
Town Hall

Tel: 01629 761 325

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 not only saves time by making sure the correct information is provided, but also avoids wasted expense.

When you are consulted on a planning application, please remember we want your views whether in favour or against.  However, we are obliged to determine applications within specified timescales, therefore please respond as early as possible to ensure 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.