Case Study 2 - Helping Letchworth residents enhance their homes

Claire Pudney, Heritage Advice Service Manager

2020 was a record year for applications to the Heritage Advice Service. We saw a significant increase in submissions from Letchworth residents looking to make alterations to their homes. The number of pre-applications also rose sharply.

During the year we carried out a comprehensive update of our online guides and FAQs, including our design principles and guidance leaflets, to make them easier to understand. To improve the application process, we started a new project to develop a new IT system for applying for consent.

Although our team was affected by redundancies due to the pandemic, we pulled together to respond to the increased demand. We continued to focus on improving our processes, as well as the information and guidance on our website, which became even more important during the pandemic. Despite restrictions on our activities, particularly during lockdowns, we worked hard to process applications as quickly as possible.

An artist's impression of how the development will look on completion

"Thank you very much for letting me know so swiftly that my application has been approved... I am so grateful to receive such an efficient and professional service from yourselves." - Letchworth Resident