Planning customer charter

The planning service is responsible for preparing policies to guide development, determining planning applications and seeking to put things right when planning rules are broken. The service is delivered by officers in the planning policy, development management and consultancy teams, underpinned by support staff. The function is led by the chief planner and planning management team, and sits within the wider planning and development service.

We are committed to putting our customers at the heart of everything we do. Whether you are a member of the community wishing to engage in the planning process or a developer wishing to invest in our district, our customer service standards together with this charter make clear what you can expect from the planning service.

Our vision: To be an efficient, flexible and customer focused planning service that works well together and with others to deliver high quality homes and jobs whilst respecting and enhancing our natural and built environment

Our offer - we will:

  • deal with you in a professional and courteous manner
  • listen and seek to understand your needs, ensuring equal access to the planning service
  • be clear and honest about planning requirements
  • be open minded and focus on finding constructive solutions
  • build positive working relationships through proactive engagement and communication
  • make sure you can quickly and easily access the latest information and guidance on our website
  • provide a prompt and consistent pre-application service
  • set out clear targets and meet or exceed them
  • proactively contact those submitting applications and enquiries using the most appropriate method of communication
  • make clear how you can contact us and when you can expect a response
  • keep all written correspondence clear and concise and use plain English
  • make balanced recommendations and decisions in the public interest
  • explain why we are making decisions and be open to alternative views
  • ask for and listen to your feedback about our service
  • regularly review and update the methods by which the service is delivered
  • respond to complaints promptly and learn from our mistakes
  • take pride in our performance and achievements

Your offer - we need you to:

  • deal with us in a professional and courteous manner
  • design and deliver high quality sustainable development
  • submit good quality plans and provide all relevant supporting information about your development in a timely manner
  • follow our policies, guidance and procedures and use our pre-application advice service
  • recognise that we are required to work within a statutory framework and meet Government targets
  • make best use of electronic methods of communication and use the website to access guidance and reports on all aspects of our service
  • use the planning portal to submit and pay for planning applications
  • use our online services if you wish to make comments on planning consultations
  • build in accordance with approved plans and conditions
  • give us constructive feedback about our service

Useful links

Contact us


Phone - 01423 500600 (office hours are 8.30am until 5pm Monday to Thursday and 8.30am until 4.30pm on Fridays)

Post - planning service, planning and development, Harrogate Borough Council, PO Box 787, Harrogate HG1 9RW

Visit - all planning appointments and enquiries are available via our customer service centre, St Luke's Mount (off King's Road), Harrogate, HG1 2AE (office hours are 8.30am until 5pm Monday to Thursday and 8.30am until 4.30pm on Fridays)