Agenda item

To seek endorsement on Licensing’s written Service Standards; which once adopted will indicate to customers the level of service they can expect from Licensing.

(Report attached)

Members considered a report which sought endorsement of the Licensing Service’s written Service Standards.

Officers reported that although there were no statutory requirements for the Council to publish Licensing Service Standards it had been recognised as good practice to provide written standards that indicate the level of service that customers can expect from the Service.

RESOLVED that

the Licensing Service Customer Standards, as amended and detailed below, be approved and published.

Licensing Service Customer Standards

The Licensing Service

The Licensing Section operates in connection with the Council’s role as the Licensing Authority for the Licensing and Gambling Acts and the Local Authority for the regulation of all other licensable activities. We work in partnership with the Police, Trading Standards, Businesses, Residents and other partner organisations.

Through advice and enforcement we seek to ensure high standards of operation from the premises and the services we licence.

It is the Licensing Service’s intention that all licence applications will be dealt with promptly.  However, many delays are caused by applicants who fail to submit all required documents.

Each licence or registration is considered in accordance with statute law, case law, any appropriate Council policy, the requirements of the Enforcement Policy and any applicable code of practice, guidance or condition.

In addition to the consultation, administration and licence production processes most applications require an inspection of the proposed premises or vehicle by officers of the Council.

The Licensing Service will when dealing with the investigation of complaints or possible breaches of licence conditions take enforcement action in line with our enforcement policy to ensure fairness and consistency.

Complaints and Compliments

If we do things well please tell us; but if you have a complaint please speak to the member of staff who has been dealing with you. They may be able to sort it out straight away. Alternatively, ask to speak to the manager. Complaints give us the chance to put things right and improve how we do things in the future. If you are still not satisfied we can give you our leaflet “How to make a complaint or compliment” which fully explains the formal complaints procedure. We are determined to provide quality, customer focussed services.