Providing building control support to Lancaster City Council

Due to a reduction in the number of existing staff and the difficulty in recruiting new staff, Lancaster City Council’s building control team had an extremely large workload, impacting the service which became increasingly reactive and in need of stabilisation.

It was extremely important to the council that service standards were maintained, which is why they commissioned building control resource and expertise from Capita, to add that vital capacity to their own building control function.

What we did:

Our building control experts worked alongside the Council’s existing building control team to ensure all new and outstanding plan checks and site inspections were completed to the required high standards and within performance targets.

In addition to supporting the service delivery, our senior building control officers supervised and provided training and coaching to junior members of the council’s building control team, which supported their career progression and succession planning.

We also focused on marketing and selling the council’s building control service to win back existing customers as well as attract new customers.

The council initially sought short term support from Capita but went on to tender for a 3 year support contract (until 2019), which Capita were awarded based on value for money and quality of service. 

The outcome:

Did you know we have created a stronger, improved and proactive building control service for the Council?

  • By adding extra capacity, Lancaster City Council was able to provide a high level of service to its customers
  • Existing clients returned to use Lancaster City Council’s building control service who had previously left
  • A new energy was created amongst the Council’s building control team and morale was restored