Design Review Panel A Guide for Local Authorities

Design Review Panel A Guide for Local Authorities

The Design Review Panel A Guide for Local Authorities

Design Review Ltd © 20 2 2

Introduction This document is aimed at those working in the planning process on the local authority side of planning and development ; including economic development managers, executive directors, development management case officers, planning policy officers, specialist officers such as landscape, urban design and conservation officers and planning managers. This document is also for elected members, particularly those with planning committee or cabinet responsibilities. It explains how our design review panel process works and incorporates suggestions on how local authorities may get the most value from the design review panel process. The use of p anels as part of the built environment planning process has a proven track record and has been around for nearly 100 years. Furthermore, the National Planning Policy Framework (NPPF), February 201 9 edition, states:- d esign r eview ''... authorities should have regard to the outcome from these processes, including any recommendations made by design review panels.'' environment developments (of all types and sizes) being presented to a multidisciplinary panel of construction industry experts, who The process involves designs for new buil d discuss the design proposals for a project with the applicant and planning authority and give independent and impartial expert feedback on how the scheme may be improved. The recommendations are incorporated into a written feedback report.

Our contact details: The Design Review Panel 3 Southernhay West, Exeter, England, EX1 1JG

t: +44 (0)1395 265768 | e: [email protected] w: www.designreviewpanel.co.uk

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"Design quality should be considered throughout the evolution and assessment of individual proposals'' - NPPF 3

A definition of ‘design quality’ Design is not just a subjective opinion about how things look aesthetically ; it is not a matter of personal taste . When it comes to other products in our day to day lives , such as cars or appliances, we all know that good design is not just about the superficial appearance of an object on the outside , it is also about how something fits together , how it functions , as well as how easy it is to repair and maintain . It is the same for buildings and the built environment. The design of buildings and places is about responding to the setting/ context, landscape, connections (pedestrians, bicycles , cars, buses) , public space s , the mix of uses, how buildings relate to their wider context and ecology as well as appearance , (size shape, overall sense of character ) , both in the present as well as over the longer term. It is also about vital functional matters , that may sometimes seem trivial, such as refuse bins , highways and car parking. The NPPF s tates : " … Permission should be refused for development of poor design that fails to take the opportunities available for improving the character and quality of an area and the way it functions ...'' Case Study: Exeter City Council Design/PLACE Review Panel The Design Review Panel has been working closely with Exeter City Council since 2013. This means that Exeter City Council have worked closely with us in establishing our rigorous processes. Working with Exeter City Council, The Design Review Panel has established a high quality, much sought after CPD / training day, aimed at Panel members, planning officers, applicants and elected members. This has ensured that all stakeholders fully understand the objectives and constructive nature of The Design Review Panel. Exeter City Council hosts regular design review panel sessions in their offices and refers a wide range of schemes to the Panel for feedback and guidance. Often schemes are reviewed on several occasions throughout the design process and the applicant is encouraged to engage with The Design Review Panel as early in the design process as possible. This helps to reduce risk for the applicant, and helps the local authority ensure proposals are well designed and appropriate in the first instance, which in turn helps to reduce the number of refusals and therefore subsequent re-submissions and or planning appeals. The Design Review Panel has also developed a good reputation with local developers, businesses and civic societies. All the above has been delivered without any cost to the local authority.

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The value of good design The design quality and sustainability of our countryside, villages, towns and cities is essential to achieving many strategic objectives (including health and well being for future generations) shared by local authorities regardless of their political affiliation . Well-designed places : - • Improve the quality of people’s lives ; including improving peoples physical and mental health • Attract and retain skilled and ambitious people, visitors and investors • Provide the space and connections for entrepreneurs to establish themselves and local businesses to thrive, encouraging growth and job creation • Promote walking, cycling and access to green space, encouraging healthy lifestyles & reducing the impact of cars on our environment • Use energy and water efficiently and cope better with extreme weather • Are accessible for all , whatever their age and abilities • Can r educe crime and anti-social behaviour Well-designed new developments , that can demonstrate the above, are more likely to be acceptable to local residents . Local authorities have lots of factors to consider: such as ensuring there is sufficient housing and jobs, keeping traffic moving, providing community facilities, keeping people safe. Design is not just one more objective to be considered; it is the key to delivering all the other objectives as cost- effectively as possible and in the best possible way such as to have a positive impact upon peoples lives, now and in the future; good design does not need to cost more money . "The creation of high quality buildings and places is fundamental to what the planning and development process should achieve. Good design is a key aspect of sustainable development, creates better places in which to live and work and helps make development acceptable to communities" - NPPF

Case Study: Plymouth City Council Design Review Panel

The Plymouth Design Review Panel was established in 2013 and since then has reviewed many of the most strategic major developments in the city as well as lots of smaller schemes. Panel members, some of whom are locally based, have developed a good knowledge of Plymouth and the surrounding areas. Planning officers and elected members place great weight on the feedback from design review panel meetings and value the expertise The Design Review Panel brings to examining planning proposals.

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How a design review panel benefits local planning authorities

The aim of the design review panel process is to improve design quality in the built environment. Its role is to review development proposals during the early stages of the planning application process and provide feedback to developers, clients and local authorities that may enhance the quality of the design and resolve design issues , so that projects can go through the planning process faster. R egular use of The Design Review Panel (usually) at the pre-application stage, as part of the planning process can be extremely beneficial for local authorities , and applicants. The d esign review panel process is referred to in paragraph 129 of the National Planning Policy Framework (NPPF) , w hich states that local authorities should ensure that they have access to, and make appropriate use of, and that they should give weight to the recommendations of design review panels. This requirement should give local authorities the confidence to insist on applicants coming to The De sign R eview Panel, and to use it as a tool to improve collaboration. Where a planning application goes to appeal and there are design issues involved, the inspector may well refer to the findings of The Design Review Panel . For many local authorities design review has become an integral part of the development control process. This is for a number of reasons: • Design review can help to improve the design of a project • The process facilitates collaboration to help achieve a consensus between all parties, e.g. highways, Heritage England, politicians & communities • Design review offers a fresh perspective, often providing solutions to seemingly unyielding design issues • Design r eview can help reduce re-submissions and planning appeals by creating a more collaborative process before an application is submitted; this may save both the applicant and the local authority time and money • Design review can help to address the viability question. In some cases projects can be simplified through more efficient design solutions or improved design can unlock higher sale or rental values The overwhelming majority of local authority officers who come to design review meetings find it a positive and helpful process and one which also helps their professional development.

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" The design review process has now become an established and well regarded part of the negotiation process for many planning proposals ...

... The cost of design review is now factored into all large scale major development proposals at the pre application stage and is regularly included as part of planning performance agreements. This is a testament to the value now given by both the Council and developers to the Design Review Panel''

Peter Ford - (Immediate Past) Hea d o f Development Management Strategic Planning & Infrastructure Plymouth City Council

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How to make The Design Review Panel work for you ... We have identified fo ur things (A-D) that make design review work for local authorities: Consistency on what schemes the local authority will refer to The Design Review Panel If The D esign R eview Panel is used consistently by a local authority for all projects over a certain size threshold (and for some sensitive schemes below that size) it can have a number of benefits: • All applications are held to the same consistent high standards; this helps break down any applicant resistance to the process, as every applicant is being treated the same, which is fair • All applications benefit from independent and impartial expert design advice , this will have a very positive impact on the wider quality of the built environment over the long term • Design review becomes an integral part of the planning process with officers using the review meetings to resolve design issues and members looking out for the report to give them key design advice • Officers and elected members are regularly attending design review , reading reports and so learning from the Panel’s expertise and gaining in confidence around design issues Awareness of your commitment to The Design Review Panel, both throughout your organisation and externally If The D esign R eview Panel is to be used consistently, it is important that all key stakeholders are aware of the local authority’s commitment to it. This might start with a cabinet report confirming that use of design review is required by the authority. In the interest of openness and accountability, a clear message on the planning pages of the website with links to The Design Review Panels web-page should follow. A briefing for all relevant officers can familiarise them with The D esign R eview Panel , help overcome any fears and misgivings and give them the confidence to tell developers that they are expected to use it. Elected members should also be briefed. Allowing officers and members to attend design review panel sessions as observers helps maintain awareness of the process .

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B

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Integration of design review with other design quality tools

A design review panel session is not a stand-alone process . If local authorities want to benefit from a better-designed built environment they should develop a range of initiatives to make them a design-led local authority. • This starts with pro-active plan-making, ensuring that design and place- making is at the heart of your local plans and planning documents, not just in separate policies • Skills are important, and basic design training for officers and members can build knowledge and confidence. The Design Review Panel can help with this • Leadership is key, and place-making should not be seen simply as the preserve of particular departments or divisions but a key concern right up to Chief Executive and Leader level • Initiatives like local design awards can underline the message that the authority is committed to good design and can be run at virtually no cost to the council. For example Plymouth City Council holds the Abercrombie awards, which we support • Th e local authority as a developer of public buildings, streets and spaces should ensure that its procurement processes have design , and independent design review, at their heart

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Establishing a design dialogue through follow-up reviews

Once a design review panel session has taken place it is important that there is a process for analysing the Panel's feedback document and making sure that the scheme promoters respond to the feedback . We suggest that t he opinions of The Design Review Panel, along with how the applicant ha s subsequently responde d, should be reported in planning application reports. If a review takes place once an application has been submitted for planning, the report may be included in the application documents. From time-to-time we meet with senior officers to review how design review is working for their authority , and we take on board any feedback given to ensure the process continues to add value for the local authority.

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Engaging with design review through 'The Design Review Panel' There are four ways that you can engage with design review through The Design Review Panel (www.designreviewpanel.co.uk) : Through ad-hoc engagement It can be very helpful to bring a one-off scheme to The Design Review Panel. The Panel can often provide a mediation role, helping to resolve an impasse between the applicant and local planning authority. Applicants will often take the advice of an independent expert body when they have seemed unwilling to listen to the local authority. Although these ad-hoc design reviews will be valuable in themselves it may not be the best way to engage with design review because it can also make it more difficult to insist that developers come to design review as they can feel they are being singled out for review when others do not have to do it. For this reason we suggest use of one of the approaches set out below. Through a policy commitment and preferred supplier A key factor in ensuring applicants will come to design review is to make a formal commitment to using it. This may involve specifying a threshold (for example a certain number of housing units or so many square metr e s of commercial space) over which schemes must be presented to The Design Review Panel . Below that threshold schemes can still be referred if they are particularly sensitive. This formal commitment might be confirmed by a cabinet decision or its inclusion in a local plan or local design policy . Whatever route is chosen , it should be communicated to applicants through the council website and on any relevant written material. The policy can specify The Design Review Panel as a preferred supplier of design review and pre-set session dates can be established annually in advance . This arrangement means that The Design Review Panel deals with all the logistics and invoicing for the design review panel sessions and we use our existing very experienced Panel.

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By asking The Design Review Panel to develop a Local Panel

Some local authorities like the idea of having their own local design review panel. This can help to create a sense that there is a feeling of local ownership of the panel and its opinions, by officers and members. However, many authorities lack the capacity to set up and manage a design review panel themselves. Most importantly an internally managed local panel may not be perceived as independent or impartial. An internally managed local panel may not be able to provide the same breadth of multidisciplinary expertise as The Design Review Panel. If required, The Design Review Panel can manage a local panel on behalf of a local authority. This can provide all the advantages of having a local panel, while ensuring it is professionally managed, is clearly independent and is not a drain on council resources. The Design Review Panel will work with the local authority to recruit panel members, either from our main panel or beyond. We will also ensure there is a full briefing of the newly recruited panel members. This arrangement generally means that The Design Review Panel deals with all the logistics and invoicing for the design review sessions ensuring their is no logistical burden on the local authority.

Through a partnership with The Design Review Panel The strongest and most effective way of committing to design review is through a partnership with The Design Review Panel . This combines all the benefits of a local panel with added value services agreed as part of the package. If we can confidently predict a certain level of design review income , we can provide an agreed range of complementary activities which might include design surgeries for smaller schemes, presentations to stakeholder groups and CPD training . Through this sort of arrangement we become a strong partner for the C ouncil . Under this arrangement the local authority may choose to invoice applicants for design review as part of an overall pre-application fee package , The Design Review Panel will then invoice the local authority. Other than invoicing, The Design Review Panel will manage all the logistics of design review. 4

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The Design Review Panel process in detail Key steps in the design review process

Initial enquiry

At least 3 weeks before

Use our on-line booking system to book a pre-set date or t elephone or email us , ( or make sure the promoter does ) , to discuss possible dates.

Con f irm review

At least 2 weeks before

The promoter or LA accepts the T&C's and make payment so that we can confirm the design review panel session time & date. The promoter locates and books a venue for the review (this could be a site office, a local village hall, or the local authority’s offices). They may need your help with this. The promoter submits documents to The Design Review Panel using our on-line upload facility . The LA may provide additional info rmation if required. The promoter must bring all the technology they need to make their presentation and provide additional c opies of key documents for the Panel. Whoever booked the session with us will receive our written feedback document, this includes a useful bullet point summary.

Promoter books venue

As soon as possible

Promoter submits plans

At least 7 days before

Design Review On the day

Report

1 4 working days after

Booking a review Normally the scheme promoter will book the review , but if they are reluctant , you can always get in touch to make the initial enquiry. To book a session you can visit our website and use our on-line booking system or email [email protected] or telephone 01395 265768. The website lists a range of pre- s et available dates however ad-hoc dates can also be arranged. Once a booking request is made the scheme promoter will be sent the details and a request for payment, sessions are only confirmed once cleared funds payment has been received by us .

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When should a design review panel session take place ? ...

Ideally s chemes will come to The Design Review Panel a s early as possible , whilst the design is still fluid . Engaging in the design review panel process at an early stage means that a ll parties can derive maximum benefit from the advice on offer before the designs become too advanced. Obviously some designing needs to have happened before it can be reviewed , although increasingly design teams choose to come to us to discuss their project brief alongside a thorough site and contextual analysis, with only some very early concept sketches (RIBA stage 1) ; these sessions are extremely useful and ensure that the design team and the local authority are approaching a project with the same vision from the outset . For these very early reviews the discussion focuses on establishing design principles and objectives and exploring a range of design approach options. Mo st design teams come to us when the first draft of their proposals have been completed (RIBA stage 2) but before they have done so much detailed work that it is difficult , and potentially costly, to make changes. Some projects come to us once public consultation and discussions with key statutory consultees have been completed. This is not the best time though, as aspects of the design can become too rigid and fixed . We suggest it is best to book the first design review panel session to take place b efore, or around the same time, as these early discussions. Notwithstanding the above the design review panel process can still be very useful at a later stage ; shortly before or after a planning submission. If the applicant and their design team retain an open mind about making revisions to their application to address the Panel’s comments The Design Review Panel c an still help to improve the project and also help it through planning. It can also provide planning officers with guidance in recommending a decision and writing their report. We discourage applicants and their design teams from making extensive preparations for a design review panel session or fr o m postponing because they are ‘not ready’. The Panel welcomes reviewing work in progress and the process being carried out . The local authority can help reinforce the message that they should come early and not over- prepare.

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Booking a venue

The review needs to take place at a venue no more than 20 minutes from the site (preferably less). We ask the scheme promoter to locate and book the venue, but the local authority can sometimes help by hosting the design review panel session a t their offices , or by helping to find a village hall or community centre. The Design Review Panel meeting ...

There are four parts to the design review panel session:- Site visit

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When a site visit is booked, t he Panel will visit the site with the design team/client and a local authority representative. The aim is to obtain a thorough understanding of the site and the opportunities and challenges it presents. It is useful for the Panel to walk within the site as well as to also view the site from outside of its boundary and get a feel for the wider context. Presentation Once we return to the meeting venue, t he scheme promoter and their design team will be given up to 30 minutes to present their project. This is usually d one using a Powerpoint or PDF presentation using a projector, although sometimes this is done using hard copy presentation boards. Physical models and 3d digital models are also often used and can be very useful presentation tools. Local authority briefing The Chair will ask the local authority to explain the planning context to the project and what they are looking for from the review. This should take no more than 5 - 10 minutes. Questions, discussion and feedback The C hair will as k P anel members to in turn ask questions to clarify any issues with the project presenter(s) and make initial comments . The presenters and the local authority will then be asked to leave the room whilst the Panel discusses the proposals in private. Everyone will then be invited back into the room and the Chair will conclude the meeting with a verbal summary of the Panel's feedback . A written feedback document is provided 1 4 working days following the design review panel session.

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FAQ's

Who should attend the design review meeting? At each Design Review Panel meeting, there will be at least five P anel members , including the Chair who will take the notes and draft the written feedback document . Officers who have been working on the scheme may attend the meeting; these may include planning case officers, urban design, conservation or highways officers. If there is involvement from another agency, such as Historic England or the county highways team, they may be invited to attend . If they cannot attend , their views can be provided in advance. We encourage elected members to observe design reviews so they can see the process in action and understand the discussion that led up to our report. Can design review happen without the local authority? The most important quality of our design review panel is our independence and therefore impartiality, this is for the benefit of both the scheme promoter and the the local authority . Therefore it is necessary that The Design Review Panel does provide the applicant with the option of booking a private design review panel session without informing the local authority; projects can be highly commercially sensitive . Furthermore, if a formal pre- application process has not begun, the local authority may not wish to expend the time to attend a design review panel session . In these circumstances the review will go ahead and the feedback document is provided to the organisation or person who made the booking with us. Notwithstanding the above it is preferable for, and we always encourage the applicant to invite, the local authority to participate in the sessions. More than one review? Larger projects usually benefit from more than one session. F or example a first review at the concept stage and another when more detailed designs have been developed. When a project is reviewed more than once we will try to ensure that a majority of the Panel are the same. For private houses hoping to gain planning permission via paragraph 79 (e) of the NPPF , we usually hold a number of reviews until the Panel are satisfied that the requirements under paragraph 79 (e) ha ve been met.

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Following the design review meeting

After the design review session, a written document will be issued summarising the views of the Panel. Our written feedback is issued via email within 1 4 working days. If the promoters or local authority need the report earlier, to meet a planning or funding deadline, we will do our best to oblige. Our Feedback documents are a clear and concise written summary that may also include suggestions and recommendations. The feedback documnet also incorporates a bullet point summary for easy reference. The aim of the feedback is to assist and encourage developers/advisors in achieving better quality development proposals. In the case of live planning applications, The Design Review Panels feedback document may become a public document and should be considered as a material planning consideration. We are happy to amend a feedback document to correct any f actual error s, h owever, we cannot change the suggestions or opinions contained in the report. It should be noted that the National Planning Policy Framework (NPPF) gives the opinions of design review panels weight in planning decisions. Where design review opinion differs from that of statutory consultees it is important to remember that in most cases the advice of statutory consultees is not mandatory.

What if the design review panel does not support the views of the local authority ?

As well as being independent, one of the key features of design review is that it is ‘advisory’. We are not there to make the planning decision for the local authority. Our advice is rarely ‘black or white’; we will say if we think there are fundamental problems with a scheme or whether we broadly support it. Whatever we think of it, we will make suggestions as to how it could be improved. A confident local authority will be happy to enter into that constructive discussion and make best use of the advice the Panel gives. You do not have to follow the Panel’s advice, just show you have given it weight. Sometimes the Panel will challenge the local authority. We may suggest that you should be more pro-active in planning the area around a development site, making improvements to the public realm or take a firmer line when statutory consultees are being unhelpful. Again, if you are open and confident about what you are doing you will view this as constructive advice, take it in the spirit it is given, and respond accordingly.

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Costs Usually the scheme promoter (the developer) pays us for the design review panel session. Use of The Design Review Panel is therefore usually totally free for the local authority , both in terms of money and any administrative burden . From our experience, local authorities that adopt a clear policy, apply it consistently and brief their staff well, do not encounter any significant resistance from developers to pay for the sessions. The design review panel process is well established across the UK and most commercial promoters would expect to be asked to submit their proposals to a design review panel. It may also be useful to note that the cost of using The Design Review Panel (www.designreviewpanel.co.uk) is significantly less than most other independent design review panels; therefore the local authority may be confident that it is providing best value to applicants and the public purse, when paying for its own design review panel sessions. If a developer does refuse to pay for a design review panel session a local authority may choose to pay for it themselves to ensure they get the benefit of a review. In these circumstances the local authority may still choose to invite the developer to present their scheme at the review panel session, or not . Of course, when the local authority is the developer, they will pay for the design review.

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Recap: maximising the value of the design review panel process maximise the value of design review:- • Have a clear policy that all applications over a certain size should come to The Design Review Panel • Encourage scheme promoters to come to The Design Review Panel as early as possible, preferably at the pre-application stage • Make sure that officers working on an application attend The Design Review Panel session • Invite other staff and elected members to attend sessions as observers • Consider the suggestions o f The Design Review Panel carefully , and give them significant weight when making planning decisions • Work with The Design Review Panel , to ensure the process is truly independent an d impartial , and that it represent best value for money • Ensure small projects also have access to The Design Review Panel by using our ' In-House Design Review Panel ' service

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Other services from The Design Review Panel The design review panel process is only one tool that local authorities can use to ensure design quality and smooth the planning process. We are also able to provide a multidisciplinary and independent review of policy documents. Local authorities can turn to The Design Review Panel as a neutral facilitator of discussions with key stakeholders or the wider community. The Design Review Panel can provide design workshops or Place Reviews where a more hands-on approach is needed. These can be valuable for establishing aspirations, principles and parameters for a place or site. We arrange and facilitate workshops, discussion events and conferences around design and place-making issues involving local stakeholders or the wider community. We provide design training for members and officers in the basics of urban design or more specific subjects to meet local needs. For larger complex sites, which are being considered at an early stage, we can provide design workshops in partnership with the landowners and the local authority. These still make use of our expert Panel but in a more ‘hands- on’ role. Such workshops are useful to develop design principles and objectives for the site, establish a broad framework for the lay-out and strategies for dealing with key opportunities and constraints. A design review might follow a workshop once early designs have emerged.

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20 " The Design Review Panel provides a valuable opportunity for independent evaluation of development schemes, particularly during their evolution. A particular strength of the Panel is access to multidisciplinary professionals '' Jenny Clifford, - (Immediate Past) Head of Planning, Economy and Regeneration / Mid Devon District Council

About The Design Review Panel The Design Review Panel is a trading name of Design Review Ltd (www.designreviewpanel.co.uk) and we are a leading provider of independent design review panel services across the country . Our design review panel was founded upon the invitation of a group of local authorities , who felt that there was a lack of choice of providers available to them , which was resulting in unnecessarily high costs and rigid approach. In response to this The Design Review Panel was created to be a cost effective constructive tool providing an independent, impartial, multidisciplinary , expert service to both local authorities and applicants . All Panel members are volunteers who are highly experienced and senior professional s, actively employed in their field of expertise. This means that Panel members bring the latest industry knowledge, are objective , impartial, and are able to balance the desire to rais e aspirations and promot e design ambition with a realism about scheme viability and real world constraints. Being based outside of London and by operating on a national level , we are able to benefit fr o m economy of scale and therefore offer a well- resourced highly professional service which is also extremely keenly priced and represents extremely good value for money. Our design review panel is extremely flexible and responsive, ensuring that the format of the review, its duration and the range of skills on the Panel reflect the needs of the project. We can arrange reviews at short notice when necessary. Our commitment to providing a high quality service is demonstrated by:- • the provision of high quality logistical support and excellent time keeping • ensuring that the design review meeting is conducted in a polite and constructive manner in order to be as helpful as possible to all parties • maintaining an appropriate level of confidentiality • ensuring the design review panel process is impartial, independent and that any conflicts of interest are avoided • reports which are clear in their opinion and in making clear specific suggestions on how a design may be improved • seeking feedback on the design review process from local authorities, design teams & applicants • dealing with any comments and complaints through a professional complaints procedure and act quickly to address any issues identified • ensuring panel members are well briefed on each scheme and on local plan objectives and other key issues of the local authority • arranging high quality CPD and training events including mock design review panel workshops

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Confidentiality All information submitted to The Design Review Panel w ill be treated as strictly private and confidential ; only being shared with Panel members to be used for its intended purpose. We do not publish copies of feedback docume n ts and written feedback is only provided to the Panels customer. If The Design Review Panel's feedback is submitted to the local authority as part of a planning application the local authority may choose to make the feedback document public with the other planning documents. Even if they do not do this they may be subject to a Freedom of Information request. If you have a particularly sensitive project and there is a need for additional measures to ensure confidentiality, please discuss those with our Panel Manager. Conflicts and declarations of interest The Design Review Panel has a conflict s of interest policy which includes a protocol for design review panel members. Panel members are excluded from reviewing projects where they may be exposed to conflicts of interest. Sometimes there are indirect connections between P anel members and parties to the project which are not sufficiently strong to constitute a conflict of interest. Declarations of interest are made where no conflict of interest arises but clarity and openness in the process requires this information to be declared for the avoidance of any doubt or misconceptions. If you believe there is a conflict of interest which we have not been made aware of please ask to speak in private to The Design Review Panel Manager at the earliest opportunity .

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How we deal with complaints The Design Review Panel, is committed to delivering an efficient, high quality service. We aim to provide prompt, courteous, helpful and informative advice in response to all who approach us. We are always keen to hear the views of our customers and partners about our performance. As with all organisations, from time to time things can go wrong, and we may not provide the standard of service that we have set ourselves. We are keen to hear about such instances, so that we can learn from our mistakes and get it right next time. We aim to handle complaints quickly, fairly and helpfully. Examples of complaints about a service provided by The Design Review Panel might include: - • dissatisfaction with the way in which we responded to an enquiry, or the time that we took to respond • a perceived injustice because of alleged maladministration on our part • dissatisfaction at the way in which The Design Review Panel advice has been formed When dealing with complaints The Design Review Panel tries to: • ensure that making a complaint is as easy as possible • treat a complaint seriously whether it is made by telephone, letter, fax or mail • deal with it promptly, politely and, where appropriate, informally • include in our response an apology where we have got things wrong, an explanation of the position, or information on any actions taken • learn from complaints and use them to improve our service We will do our best to: • treat complaints thoroughly, fairly and politely, and investigate them sensitively; • respond promptly. A complaint will be acknowledged within a timely manner and a response given within 18 working days from the date of receipt. If it is not possible to give you a full reply within this time - we will give you an interim response • advise what is being done to deal with your complaint, when you can expect the full reply and from whom. 23

'The Design Review Panel is a trading name of Design Review Ltd © 20 2 2

Design Review Ltd| 3 Southernhay West | Exeter | Devon | EX1 1JG t:+44 (0)1395 265768 | e: [email protected]

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