A RESIDENT received an apology from BCP Council for the length of time it had taken to respond to a complaint.

A complaint from Ian Lawrence dated nearly a year ago – November 22, 2021 – was still outstanding.

Mr Lawrence, speaking at Tuesday’s full council meeting said he had still not received a response to a planning department complaint despite January, April, July, and September reminders.

Speaking at the meeting, he said: “Cllr Broadhead, is merely a year without answering acceptable when you aim to provide responses within 20 days?

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“Why this delay? Overwork, inefficient, poor customer service training or leadership?”

Cllr Bobbie Dove, portfolio holder for regulatory services said Mr Lawrence had been issued with a formal apology for the length of time it had taken to respond.

“This was an unacceptable delay for which the planning department is truly sorry.”

A review of the complaints process is under way so delays do not happen again, wherever possible, she said.

She thanked Mr Lawrence for bringing the issue to her attention.