Licensing business plan and service standards
Our service standards
Our customers can expect that:
- we'll process licence applications within 60 days*
- if they request our assistance, we'll contact them within 10 working days to respond to their request
- when we have no option but to take enforcement action against a person, we'll aim for prosecution success rates within acceptable limits
- we'll operate an appointment system at our offices**
- we'll see personal callers to the licensing office within 15 minutes of their appointment time**
*Subject to tests and committee timetable
** Suspended due to Covid-19 pandemic
|
Service Provision (Our Commitment) |
Acceptable Quality Level (Our Target) |
2020 to 2021 Outturn (Our Performance) |
|---|---|---|
|
We will respond to all general licensing applications in a timely manner: Percentage of applications processed within 60 days* *Subject to tests and Committee timetable |
90% | 85% |
|
We will respond to all Hackney Carriage and Private Hire licensing applications in a timely manner: Percentage of applications processed within 60 days* *Subject to tests and Committee timetable |
90% | 100% |
|
We will respond to Requests for Assistance (RFAs): Percentage of RFAs responded to within 10-day target |
97.5% | 96.8% |
| Percentage of successful licensing prosecutions | 95% | 95% |
| Percentage of personal callers to Licensing seen within 15 minutes of their appointment time | 97% | n/a* |
* due to the Covid-19 pandemic, the licensing service ceased to offer a face-to-face service
