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Planning service customer charter
We're proud of our strong track record in delivering high-quality planning decisions and a well-regarded Local Plan. We've consistently performed well against national benchmarks, with high levels of responsiveness, professionalism, and community engagement. However, like many planning authorities across the country, Barnsley is entering a period of significant change driven by national reforms to the planning system.
Our customer charter
As the planning profession evolves, we're embracing the challenge. We're committed to delivering a professional, responsive, and business-friendly approach that supports both applicants and communities.
Through clear processes, effective pre-application advice, and a strong emphasis on early engagement, we aim to reduce delays and improve outcomes.
Our planning service customer charter reflects our dedication to transparency, collaboration, and continuous improvement - ensuring that every planning journey is efficient, well-informed, and aligned with the needs of Barnsley’s residents and developers.
Outcomes of the peer review
We're proud to have invited the Planning Advisory Service (PAS), part of the Local Government Association, to undertake a comprehensive peer review of our service. This independent assessment explored our current performance, processes, and culture, and provided valuable insights into how we can continue to evolve and improve.
The review recognised our strong track record of delivery, the professionalism of our team, and the positive relationships we maintain with stakeholders. It also identified challenges, including adapting to new national planning requirements, responding to increased housing need, and managing speculative applications. There were also opportunities identified to enhance our service further - through smarter use of resources, improved digital systems, and a renewed focus on customer experience.
One of the most pressing issues is the proposed withdrawal or limitation of extension of time (EoT) agreements, which have helped the Development Management Team manage workloads effectively. Without these, the service will need to adopt new working practices and improve internal efficiencies to maintain its current performance levels. The introduction of Planning Performance Agreements (PPAs) has been strongly recommended to help manage large applications to support service delivery.
The peer review also identified opportunities to improve public engagement with the planning process. Recommendations include reforming our Planning Regulatory Board meetings and providing clearer explanations of committee procedures to help residents understand how decisions are made. Enhancing transparency and accessibility will strengthen trust and participation in planning decisions.
We're also committed to supporting parish councils and local communities in engaging with planning matters. Regular access to planning information and training will help ensure that all stakeholders are informed and able to contribute meaningfully to the planning process.
We're now embarking on a journey of continuous improvement, guided by the recommendations of the peer review. Our goal is to build a modern, resilient, and high-performing planning service that delivers excellence for our residents, customers, and communities - now and into the future.