Property Management & Development

Our Customer Consultation, Service Standards and Performance

Service Standards

Property Management & Development has consulted with our partners, stakeholders, staff and customers to develop appropriate Customer Service Standards.

Property Management & Development is committed to providing fair and equal access to services which focus on our customers needs; are honest open and accountable; and are reliable, courteous and effective. We aim to provide a quality service that is continually improving.

Service Plan

Full details of our activities for 2008/2009, and our performance for the previous year, can be found in our Service Plan, which can be downloaded below. Previous years Service Plans are also available.

Service Plan 2005/06

Service Plan 2006/07

Service Plan 2007/08

Service Plan 2008/09

Customer Consultation

Property Management and Development works with its customers, partners, stakeholders and other services of the council to deliver its services in the best way possible. As an integral part of this process we regularly consult with our customers to ensure that we meet their expectations and needs. Customer feedback is welcomed and we will review our services as a result of your comments. Use the link below to find out about our customer comments. Where links are provided to our questionnaires, customers are welcome to complete our surveys at any time.

Consultation Results 2007/2008

Summary of Consultation 2007/2008

Headquarter Buildings Survey 2007/2008

West Lothian House

Lammermuir House

County Buildings

Lindsay House / St Davids House / Lennox House / Trading Standards

Previous Consultation Outcome

1. Customer Survey 2006/2007

2. Tenants Survey 2006

3. Other Consultation

Future Development

Following recent surveys we have modified our customer and tenant questionnaires to help us refine our analysis.  We will be more systematic in the issue of customer questionnaires.  We have recently reviewed the effectiveness of our consultation processes and have produced a Revised Programme for future customer consultation.  Results of future surveys will be published on this page.

Suggestions, Comments and Complaints

As well as obtaining feedback through regular customer and tenant surveys, we are happy to receive your views on how we can improve our service, including the information contained on our web pages, at any time.  We are keen to hear the views of our customers, so please do not hesitate to contact us with your suggestions.  We will keep you informed of changes we make as a result of your comments.

If you have a formal complaint about how we deliver our service we would ask you to follow our formal complaints procedure.

Performance Reporting

Information relating to performance reporting will be available shortly, if you require details in the meantime please contact propertymanagement@westlothian.gov.uk.