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Performance Framework

Verifiers are subject to regular monitoring and periodic inspection under a performance framework introduced in May 2012. It seeks to address a wide range of actions and behaviours which, between them, demonstrate a strong customer‐focused service. It will allow the assessment of building standards performance outcomes over a range of key national objectives. It has been developed to improve the quality, compliance, consistency and predictability of verification activities carried out by Scottish local authorities.

LABSS and the Building Standards Division of the Scottish Government (BSD) worked closely together to develop a performance framework for Building Standards, aimed at improved customer service, compliance and consistency. The Key Performance Handbook encourages a greater focus on peer review, benchmarking and sharing of best practice, in achieving the Performance Framework.

Verifiers regularly report accurate and evidence based information on performance against Key Performance Outcomes (KPOs) to the BSD. This will enable issues to be identified and actioned on an on going basis.

The performance framework consists of 9 KPOs in three broad perspectives. Reporting by verifiers under the framework started from 1 October 2012 and applies to applications for building warrants and amendments received on or after that date.

The performance framework has three core perspectives for the outcomes:

  • Professional Expertise and Technical Processes
  • Quality Customer Experience
  • Operational and Financial Efficiency

These perspectives are supplemented by two themes which are cross-cutting and span all three perspectives

  • Public Interest
  • Continuous Improvement

More information on the Performance Framework can be found in the Key Performance Handbook.

Contextual Information and Performance Reporting

Local Authority Building Standards workload and outcomes are contained in the Annual Returns gathered and published by the Scottish Government. These reports express not only the volume and throughput of work but also give clear indicators on:

Building Warrants

  • Building Warrant applications
  • Building Warrant applications where work has already started
  • Amendment to Building Warrant applications

Completion Certificates

  • Completion Certificate submissions
  • Completion Certificate submissions where no warrant was obtained

Value of work

  • Building Warrants
  • Amendment to Building Warrants
  • Completion Certificates where no warrant was obtained

Verification Fees

  • Building Warrants
  • Amendment to Building Warrants
  • Completion Certificates where no warrant was obtained

Verification costs

Building warrants, value of work, fees and verification costs


Energy Performance Certificates (EPCs)



You will gather further evidence of performance by referring to the National Customer Satisfaction Survey to support the new Building Standards Verification Performance Framework. This survey was an independent gathering of information undertaken on behalf of the BSD and gives an indication of our customers thoughts on how we perform with an overall satisfaction and meeting expectations rating of 75%.