Service Delivery
Due to the COVID19 virus outbreak our staff are currently working offsite and we would ask that all enquiries be emailed to propertymanagement@westlothian.gov.uk where a member of our team will access and action them as necessary. Whilst we have robust business continuity measures in place, customers may experience some impact to service delivery. We are grateful for your patience and understanding at this challenging time. Should you require emergency assistance out of hours, then please contact the council's emergency out of hours service on 01506 280000.
The Property Management and Development services is very much open for business. Due to the COVID-19 virus outbreak, our staff are currently working offsite and we would ask that all enquiries be emailed to propertymanagement@westlothian.gov.uk (opens new window) where a member of our team will access and action them as necessary. Whilst we have robust business continuity measures in place, customers may experience some impact to service delivery. We are grateful for your patience and understanding at this challenging time. Should you require emergency assistance out of hours, then please contact the council's emergency out of hours service on 01506 280000.
Management Planning
Full information on Property Management & Development's activities, previous performance, current year targets and how we intend to develop and improve our service can be found in out Team Management Plan 2015 - 16 (PDF, 231 KB)(opens new window). Previous years Service Plans are also available on our Standard Documents page.
Service Standards
Property Management & Development has consulted with our partners, stakeholders, staff and customers to develop appropriate Service Standards (PDF, 1 MB)(opens new window).
We are 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.
Performance
Property Management & Development measures its performance against annual targets for all our principal activities, and against our Service Standards (PDF, 1 MB)(opens new window). Our performance is published annually in our Team Management Plan 2015 -16 (PDF, 231 KB)(opens new window).
In common with other council services, we also produce Public Performance reporting indicators.
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.
Full information on our consultation programme, the detailed results of our performance against our Service Standards, and the actions we intend to take as a result of feedback are available for both Summary of Consultation Review 2014 -15 (PDF, 110 KB)(opens new window) and for previous years.
Customers are invited to complete our Annual Customer Survey (opens new window) at any time. We are also happy to receive your suggestions on how we can improve our service, including the information contained on our web pages, please contact us.
Complaints
If you are unhappy with the service or we have not done something we said we would, please let us know. Problems can arise without our knowledge so we welcome the opportunity to put matters rights. We also like to hear when a service is delivered well. In both cases, we value your opinion!
In the first instance we would ask you to write to us or email us at the address above. Most problems can be dealt with quickly by people closest to the situation. Any complaints will be handled in accordance with the council's approved procedure.
