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Posted on September 11, 2023 at 9:51 AM by Emily Watkins
Building and Development staff are working diligently to continue reviews on a record-high volume of applications and assist all customers over the phone, in person, by email, and through Loudoun Express Request (Lex). Please review the important information below about what to expect from permitting services during this time.
Delayed Processing Times
Staff are currently working through a backlog of record-high permit submissions received when the new LandMARC system launched. Applications are being processed as quickly as possible in the order received. Staff are currently processing applications that were submitted:
To see updates on the progress being made, please visit loudoun.gov/bdpermits. The alert on the page will be updated as progress is made. Over 1,000 permits were received in the first week of the new system launch, so normal processing time is extended.
We are temporarily unable to process “same day” permit applications for simple trade permits, finished basements or county decks per county detail within one business day, but will do our best to process those quickly.
These processing delays are temporary while permitting staff work through the backlog of applications received during and immediately after the limited-service period.
In-person Permitting Services Focused on LandMARC Self-Service Assistance
In-person services will be focused on assisting customers who are having difficulty submitting applications through the self-service portal or who are unable to access the internet. Permitting customers will be encouraged to use self-service computer stations to sign into their LandMARC account and submit applications online. County staff will be available to assist with the submission process. Scanners will be available for standard-sized documents to be digitized and attached to an application.
It is no longer standard practice for permit technicians to set up a permit for a customer based on a paper application. Customers can receive assistance with applying for permits through the self-service portal.
Customers who have already submitted their applications online and are seeking an update on the processing times will not receive priority or expedited service. Emergency situations will be evaluated on a case-by-case basis by the Permits Division Manager and approved by the Department Head.
All customers at the Government Center will continue to be expected to check in to the virtual line before going to the second floor. Wait times to be seen for in-person assistance are currently averaging over 60-90 minutes. Customers are encouraged to check wait times or make an appointment online at loudoun.gov/getinline. Customers may also get in line or make an appointment at the kiosk in the Government Center lobby near the information desk. Please note that due to these heavy workloads, same day appointments may not always be available.
Prioritization of Online Submissions
In order to work through the record-high numbers of applications received online, permitting staff will be focused on processing applications submitted online in the order that they were received, and by permit type.
Customers should not expect over-the-counter submissions to be prioritized except for extenuating circumstances, such as hazardous building conditions or occupancy needed for settlement which will be evaluated on a case-by-case basis by the Permits Division Manager and approved by the Department Head.
Help and How-To Resources
Customers will be referred to existing Help and How-To Guides to get started with submitting their applications. Customers who have thoroughly reviewed the resources and continue to have difficulty navigating the system are encouraged to make an appointment for self-service assistance, via loudoun.gov/getinline.
We recognize that this transition has been challenging for our customers, with a real-time impact on your businesses and customers. We appreciate your continued patience and look forward to serving each of you as quickly as we can. We anticipate a gradual recovery to normal processing times over the next several weeks as more customers increase use of the online system and reduce the need to manually process permit applications.