The Planning Inspectorate- Wales

Rights of Way Customer Survey 2001-02

Customer Surveys and the Planning Inspectorate

The Planning Inspectorate normally carries out a customer satisfaction survey each year, focusing on one particular aspect of our work. In previous years we have considered various areas of our planning appeals work, and in 2000-01 we surveyed customer satisfaction with our performance in handling development plan inquiries.

One of the Inspectorate's key targets for 2001-02 was to carry out a customer satisfaction survey on our performance in handling rights of way cases. Following a tendering exercise, we commissioned WS Atkins to undertake and advise on the survey work.

Choosing the Sample

Approximately 350 Rights of Way Orders are processed each year, each case involving a number of supporters or objectors as well as the Order Making Authority itself. This meant that we were able to cover a representative sample of the people involved in these cases by taking cases completed in the last two financial years (1999-00 and 2000-01). A sample of 4000 customers was randomly selected from our database by WS Atkins accordingly.

Methodology

Following a pilot survey, researchers from WS Atkins conducted a postal survey of all 4000 customers, followed by a telephone survey of 200 people who had not responded initially. A total of 1,369 customers returned the questionnaire (a 34% response rate). The main findings, along with areas for improvements suggested by respondents and the Inspectorate's proposed actions in response, are summarised below.

General

In general, respondents expressed a high level of satisfaction with the overall performance of PINS in dealing with Rights of Way cases and decisions. Those respondents representing Order Making Authorities expressed the highest level of satisfaction.

Main Findings

Provision/Availability of Information

Over three-quarters of respondents felt that they had been well informed before attending a Hearing/Inquiry and about the procedures for providing written evidence. In addition, a similar number of respondents (70%) felt either satisfied or very satisfied with the availability of information leaflets/advice notes etc provided by PINS.

The Inquiry

Overall, most respondents (82%) felt that the Inquiry process was either very or fairly effective.

Respondents expressed a high level of satisfaction with regard to the role of the Inspector at the Inquiry and the way in which he/she carried out the proceedings. For example, over 80% of respondents strongly agreed that the Inspector was: polite and courteous; effective in controlling the Inquiry; fair and impartial; and business like in their approach. A similar number strongly agreed that the Inspector appeared to be well prepared and gave enough opportunities for people to ask questions.

In addition, almost 90% of all those who attended an Inquiry agreed that sufficient time had been allocated for each topic, the presentation of evidence and the proceedings in general.

Hearings

Again, respondents expressed a high level of satisfaction with the overall proceedings at Hearings. The majority of respondents felt that they were well informed before attending the Hearing with regard to: the role of the inspector (88%), the format of the Hearing (84%), and their own role in the Hearing (81%).

Eighty seven per cent of respondents felt either very or fairly satisfied with the way in which the Inspector managed proceedings. 84% of respondents agreed that it was clear which person was the Inspector; that the Inspector introduced him/herself and that the Inspector described the proceedings at the outset.

Site Visits

In ninety five per cent of cases, an Inspector conducted one or more site visits and overall, respondents expressed a high level of satisfaction with the Inspector's role. For example, over 80% of respondents agreed or strongly agreed that he/she was polite and courteous, factual at all times, well prepared, effective in leading the site visit, fair and impartial, and business-like in their approach.

80% of respondents felt that the site visits were very useful or fairly useful.

Proceedings in Welsh

Only a small number of respondents had their case handled in Welsh, although the vast majority of these felt satisfied with the proceedings. For example, over three quarters of respondents agreed that sufficient attention had been given to Welsh language issues and that they had been given ample opportunity to express themselves in Welsh. No-one said that the availability of Welsh Inspectors caused any problems.

Suggested Areas for Improvement

A quarter of respondents said that they had made use of the Public Paths Orders Booklet and even fewer made use of the Definitive Map Orders Booklet. However, the vast majority of respondents (92%) found them useful and felt satisfied with the level of detail provided. This suggests that PINS may wish to consider ways of improving the availability and distribution of these booklets in the future.

Just over a quarter of respondents (mainly Order Making Authorities and Statutory Consultees) said that they felt it would be useful to submit evidence electronically.

Over two thirds of respondents felt that procedural rules should be introduced in Rights of Way cases which will help speed up and clarify the process for all those involved.

Proposed actions

DEFRA are currently in the process of introducing procedural rules for Rights of Way cases. They anticipate that these will be introduced in November/December 2002. The Inspectorate has been consulted on the content of the new rules, and we will be updating our Rights of Way guidance booklets to reflect them.

Our guidance booklets will continue to be available free of charge, and can be obtained in hard copy via our Rights of Way section and via local authority rights of way departments, and electronically via the Inspectorate's website. In the meantime the existing guidance booklets have been made available via the Inspectorate's website (which has now been more clearly signposted to direct visitors towards rights of way information), and can be obtained in hard copy both from ourselves and from local authorities. We will also take care to provide copies of the booklets to objectors when each case comes to the Inspectorate.

Evidence can now be submitted electronically via case officer contacts, normally as an e.mail attachment, and we are moving towards full electronic working by 2005 in accordance with the government's agenda.

Conclusion

The results of the survey are very gratifying for the Inspectorate. Clearly there is a very high level of customer satisfaction with our rights of way work, and there is a good perception of the Inspectorate generally, covering both the field work carried out by Inspectors and the administrative work carried out at Temple Quay House.

We would like to offer our thanks to the many people who took part in the survey.

The survey was carried out by W S Atkins on behalf of the Planning Inspectorate between July and November 2001 (lead consultant: Jeremy Hardin). The study work was arranged and project-managed by David Halstead and Jane Huntbach of the Inspectorate's Transport, Rights of Way and Development Plans Division.