Landscape Design Team

Transcription

1 Landscape Design Team Customer Service Standards Publication date Oct 2008 Version 2.0 Created by Landscape Design team Landscape Design Team Service Standard doc Page 1 of 5

2 A. What does the Landscape Design Team do? The Landscape Design team is part of Development & Delivery Services within the Regeneration and Performance Directorate The team has a wealth of inhouse expertise embracing urban and rural design issues and has had great success in formulating bids for external funding. Commitment to local people and their environment is our priority. Community consultation takes place before finalisation of most of our schemes. We aim for robust, sustainable design solutions and liaise with others who are responsible for long term aftercare and management. The team provide a wide variety of landscape architectural services, such as designing improvements to the spaces around buildings, highways, derelict land and parks. B. What can our customers expect from the Landscape Design service? Our customers are other service areas of the council or its partners. We do not carry out work for the private sector or individual members of the public. We provide a complete service, from initial consultation through to management of the construction process on site. We charge a fee for our work, which is calculated either on a time basis, or as a percentage of the project implementation cost. We often work with other professionals such as Architects, Engineers and Surveyors on larger scale projects. We will use information technology such as computer aided design (CAD) software to produce plans and design drawings. At our first meeting, we will discuss your requirements and what funding is available, and then outline what we think is required, together with information on our fees for the work. We will produce CAD sketch proposals and an initial cost estimate, usually within one week. We will also advise if you need to contact anyone else, for example about planning permission. We will then finalise the detailed design, review cost estimates and set out the proposed contract period for your approval. On approval of the detailed design, we will compile production information and bills of quantities, i.e. working drawings and specifications, in preparation for tendering. Landscape Design Team Service Standard doc Page 2 of 5

3 We will prepare contracts and obtain tenders for the work from the Council s Select List of contractors. A recommendation on the most appropriate contractor will be put forward for your approval. During Operations on Site, we will liaise with the contractor and you, monitor progress and quality, and keep you informed of any relevant practical or financial issues until completion. When Completion is achieved to our satisfaction, we certify the works and advise the contractor on any minor defects requiring attention. If after care for a period of time by the contractor is stipulated in the contract, we will monitor the work for you, then certify once these are satisfactory, so you can make the final payment These are our Customer care values. We will: 1. Manage your request promptly 2. Provide good quality services 3. Be helpful, fair, honest, professional, courteous and consistent 4. Provide the relevant information that you need 5. Take ownership of your query 6. Be realistic in what we say we can do, or can t 7. Treat your personal information as confidential and keep it secure 8. Listen to your comments ~ and learn from them. C. What does the council expect from its customers? Please ensure that you are aware of your legal and contractual responsibilities to avoid confusion and delays in the proposed project. Please be aware that instructions should be given to the landscape architect and not directly to the contractor. It is necessary to discuss any issues with the landscape architect first, so that cost implications can be identified D. How can I comment, compliment or complain on the Landscape Design service I have received? Have we done a good job? Then Tell Us. You can complete a form on which you can make comments, suggest how we can improve our services or make a complaint or compliment. Tell Us forms are available from all council offices, or: Write to us at: Customer focus and intelligence Walsall Council Civic Centre Landscape Design Team Service Standard doc Page 3 of 5

4 Darwall Street Walsall WS1 1TP Telephone Fax Textphone If you have internet access, you can complete the form online at Information in other languages or formats is available on request, or see our website for the electronic translation service. E. How can you get in touch with the Landscape Design Service? You can contact our service via: Landscape Design Team Development & Delivery Services Regeneration & Performance Directorate Civic Centre Darwall Street Walsall WS1 1DG Telephone: Fax : Minicom: envregen@walsall.gov.uk Location of our office at the Civic Centre Landscape Design Team Service Standard doc Page 4 of 5

5 Web address Our opening hours (via the First Stop Shop) are: 8:45am to 5:15pm Monday to Thursday, and 8:45am to 4:45pm on Fridays. First Stop Shop, Walsall Council, Civic Centre, Darwall Street, Walsall, WS1 1EU The main enquiry number is Fax Visit our website at Information in other languages or formats is available on request, or visit our website for the electronic translation service. Service standards are published on the council s Internet site Landscape Design Team Service Standard doc Page 5 of 5