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My Norwich

Planning service standards

How we will respond to you


When you phone us, we will:

  • answer your call as quickly as possible
  • respond to telephone messages within one working day.

Letter and email

If you contact us by letter or email, we will:

  • aim to answer letters within 10 working days and emails within five working days.

Due to the complexity of some of the enquiries that are received it will not always be possible to respond within these timeframes. In these instances we will send an acknowledgement within five working days and respond within four weeks. There are separate service standards regarding pre-application advice here.

Comments on planning applications will be acknowledged and taken into account when determining applications but a specific response to any points raised will not normally be provided. The officer’s report will address all relevant points that have been raised and will be available on the website.