needs: - id: pre-application-meeting who: Anyone who wants to sit down with us before they spend money on drawings wants: A meeting with a case officer, and a written note of what we told them enters: / via: Build lands_in: pre_application_meetings handled_by: case_officers stages: - open - scheduled - met - written_up - cancelled done_when: - written_up - cancelled success: - written_up max_steps: 2 max_fields: 4 stage_words: open: asked for scheduled: time found met: meeting held written_up: written down and sent cancelled: cancelled - id: application who: A homeowner who wants a garage, an extension, a new window or another change to their property wants: Permission to build, demolish, divide a property or change what a building is used for enters: / via: Build lands_in: applications handled_by: case_officers stages: - open - papers_missing - papers_received - complete - in_hearing - hearing_over - recommended - approved - approved_with_conditions - refused - withdrawn done_when: - approved - approved_with_conditions - refused - withdrawn success: - approved - approved_with_conditions max_steps: 2 max_fields: 5 stage_words: open: received papers_missing: papers missing, clock stopped papers_received: missing papers sent in complete: complete, clock running in_hearing: out to neighbours and agencies hearing_over: hearing over recommended: recommendation written approved: approved approved_with_conditions: approved with conditions refused: refused withdrawn: withdrawn also_moved_by: - head_of_section - id: firm-application who: An approved architect or engineering firm filing on behalf of an owner wants: To file a building application for a client and see what is missing enters: /approved_firms/firm-application via: To file a building application for a client and see what is missing lands_in: applications handled_by: case_officers stages: - open - papers_missing - papers_received - complete - in_hearing - hearing_over - recommended - approved - approved_with_conditions - refused - withdrawn done_when: - approved - approved_with_conditions - refused - withdrawn success: - approved - approved_with_conditions max_steps: 1 max_fields: 6 stage_words: open: received papers_missing: papers missing, clock stopped papers_received: missing papers sent in complete: complete, clock running in_hearing: out to neighbours and agencies hearing_over: hearing over recommended: recommendation written approved: approved approved_with_conditions: approved with conditions refused: refused withdrawn: withdrawn enters_as: approved_firms also_moved_by: - head_of_section - id: exemption who: An applicant whose plans break the zoning rules wants: An exemption from the zoning rules, decided alongside their application enters: /status/applications/[key] via: An exemption from the zoning rules, decided alongside their application lands_in: exemptions handled_by: case_officers stages: - open - county_asked - county_heard - granted - refused done_when: - granted - refused success: - granted max_steps: 1 max_fields: 4 stage_words: open: received county_asked: county asked county_heard: county has answered or its deadline has passed granted: granted refused: refused also_moved_by: - head_of_section - id: objection who: A neighbour who got a notice in the post and does not agree with what is planned next door wants: To object to an application and have the objection answered in the decision enters: /status/applications/[key] via: To object to an application and have the objection answered in the decision lands_in: objections handled_by: case_officers stages: - open - registered - answered - addressed done_when: - addressed success: - addressed max_steps: 1 max_fields: 4 stage_words: open: received registered: registered on the case answered: answered by the applicant addressed: addressed in the decision also_moved_by: - approved_firms - front_desk - id: logged-objection who: The front desk, when an objection comes in on paper or over the counter wants: To put the objection on the right case straight away, instead of stapling it to a folder enters: /front_desk/logged-objection via: To put the objection on the right case straight away, instead of stapling it to a folder lands_in: paper_objections handled_by: case_officers stages: - open - registered - answered - addressed done_when: - addressed success: - addressed max_steps: 1 max_fields: 5 stage_words: open: received registered: registered on the case answered: answered by the applicant addressed: addressed in the decision enters_as: front_desk also_moved_by: - approved_firms - front_desk - id: hearing-request who: A case officer who is obliged to ask another authority about an application wants: To ask the road authority, the fire service, the heritage office or the county, and go on when the deadline has passed enters: /case_officers/hearing-request via: To ask the road authority, the fire service, the heritage office or the county, and go on when the deadline has passed lands_in: hearing_answers handled_by: case_officers stages: - open - answered - no_answer done_when: - answered - no_answer success: - answered max_steps: 1 max_fields: 4 stage_words: open: asked answered: answered no_answer: deadline passed without an answer enters_as: case_officers also_moved_by: - agencies - id: appeal who: Anyone with an interest in a decision, the applicant or a neighbour wants: To appeal a decision we have made enters: /status/applications/[key] via: To appeal a decision we have made lands_in: appeals handled_by: case_officers stages: - open - under_review - decision_changed - sent_to_board - upheld - overturned - dismissed done_when: - decision_changed - upheld - overturned - dismissed success: - decision_changed - upheld - overturned max_steps: 1 max_fields: 4 stage_words: open: received under_review: we are going through it ourselves decision_changed: we changed our own decision sent_to_board: sent to the appeals board upheld: decision upheld by the board overturned: decision overturned by the board dismissed: dismissed also_moved_by: - appeals_board - head_of_section - id: illegal-building-report who: Someone who sees something going up behind their fence without permission wants: To tell us, so that we go and look enters: / via: To tell us, so that we go and look lands_in: illegal_building handled_by: case_officers stages: - open - inspected - owner_written_to - explained - fined - applied_for - taken_down - nothing_illegal done_when: - applied_for - taken_down - nothing_illegal success: - applied_for - taken_down max_steps: 1 max_fields: 3 stage_words: open: reported inspected: we have been and looked owner_written_to: owner written to explained: owner has explained fined: weekly fine running applied_for: applied for properly taken_down: taken down nothing_illegal: nothing illegal found also_moved_by: - head_of_section - inspectors - id: logged-report who: The front desk, when someone rings or comes in about building without permission wants: To log the report so an inspector goes and looks enters: /front_desk/logged-report via: To log the report so an inspector goes and looks lands_in: illegal_building handled_by: case_officers stages: - open - inspected - owner_written_to - explained - fined - applied_for - taken_down - nothing_illegal done_when: - applied_for - taken_down - nothing_illegal success: - applied_for - taken_down max_steps: 1 max_fields: 3 stage_words: open: reported inspected: we have been and looked owner_written_to: owner written to explained: owner has explained fined: weekly fine running applied_for: applied for properly taken_down: taken down nothing_illegal: nothing illegal found enters_as: front_desk also_moved_by: - head_of_section - inspectors - id: inspection who: An inspector on site, writing on a phone in a cold wind wants: To write up what was found on a case and set a date for what must be put right enters: /inspectors/inspection via: To write up what was found on a case and set a date for what must be put right lands_in: inspections handled_by: inspectors stages: - open - to_put_right - as_approved done_when: - as_approved success: - as_approved max_steps: 1 max_fields: 3 stage_words: open: inspected to_put_right: to be put right, then we go back as_approved: as approved enters_as: inspectors - id: completion-certificate who: An approved firm whose work on a case is done wants: A completion certificate for the finished work enters: /approved_firms/completion-certificate via: A completion certificate for the finished work lands_in: completion_certificates handled_by: case_officers stages: - open - checked - issued - refused done_when: - issued - refused success: - issued max_steps: 1 max_fields: 5 stage_words: open: asked for checked: inspections and outstanding work checked issued: certificate signed refused: refused enters_as: approved_firms also_moved_by: - head_of_section - id: temporary-permission who: An approved firm whose client wants to move in before everything is done wants: A temporary permission to use the building enters: /approved_firms/temporary-permission via: A temporary permission to use the building lands_in: temporary_permissions handled_by: case_officers stages: - open - checked - issued - refused done_when: - issued - refused success: - issued max_steps: 1 max_fields: 6 stage_words: open: asked for checked: inspections and outstanding work checked issued: temporary permission signed refused: refused enters_as: approved_firms also_moved_by: - head_of_section - id: firm-approval who: An architect or engineering firm that wants to file applications for owners wants: To be approved by us and put on the list of firms that may file enters: / via: Firm lands_in: approved_firm_requests handled_by: case_officers stages: - open - checked - listed - refused done_when: - listed - refused success: - listed max_steps: 2 max_fields: 6 stage_words: open: received checked: registration, insurance and qualifications checked listed: on the list refused: refused also_moved_by: - head_of_section personas: - id: garage-owner need: pre-application-meeting text: We want to put a double garage where the old shed is. Before I pay an architect I'd like to know whether you'll even allow it, because the neighbour says it's too close to the road. - id: shop-to-flats need: pre-application-meeting text: I own the old grocery on Torget and want to make four flats out of it. There are a lot of questions - parking, fire, the facade is listed. Can we sit down with someone? - id: firm-files-extension need: firm-application text: We are the responsible applicant for an extension at Bjorkeveien 14. Drawings, site plan and the neighbour notices are all ready. We file maybe forty of these a year. - id: owner-small-window need: application text: I want to put a dormer window in my roof. The man at the counter said I have to apply even though it's small. - id: missing-drawings need: firm-application text: You wrote that our section drawing is missing and the case is on hold. I've got it here now, where do I send it so the clock starts again? - id: too-close-to-boundary need: exemption text: The garage ends up one and a half metres from the boundary and the plan says four. We are asking you to allow it anyway - the ground falls away steeply everywhere else on the plot. - id: neighbour-view need: objection text: I got a notice about the extension at number 14. It takes the afternoon sun off my entire terrace and I want that on the record before you decide anything. - id: neighbour-parking need: objection text: The flats they want to build in the old grocery have four parking places for four flats and everyone here already parks on the street. I object. - id: road-authority need: hearing-request text: 'Regarding your case 2026/418: the access onto the county road is within the sight line and we cannot accept it as drawn. Our formal reply is attached.' - id: fire-service need: hearing-request text: We have looked at the conversion on Torget. We have no objection provided the stairwell is upgraded. Reference your case 2026/501. - id: refused-applicant need: appeal text: You refused our exemption on the ninth. We don't accept the reasoning - you've allowed the same thing twice in the same street. We're appealing. - id: neighbour-appeals need: appeal text: You approved the extension next door even though I objected. I'm appealing the decision. What do I need to send? - id: board-member need: appeal text: I sit on the appeals board. I need the case, our own decision, and what the neighbours wrote, before Tuesday. - id: inspector-on-roof need: inspection text: I'm up on the scaffold at Bjorkeveien. The fire wall isn't built to the drawing at all. I've got gloves on and it's blowing. I want this logged before I climb down. - id: inspector-all-good need: inspection text: Been out at Torget. Everything is as approved. Nothing to report but I have to record that I was there. - id: firm-wants-certificate need: completion-certificate text: The work at Bjorkeveien 14 is finished and inspected. We're asking for the completion certificate so the owners can get their mortgage released. - id: wants-to-move-in need: temporary-permission text: The house is done apart from the outside steps, which we can't pour until spring. The family has sold their flat. Can we get a temporary permission to move in? - id: something-behind-fence need: illegal-building-report text: There's a large structure going up behind the fence at Solbakken 7. Nobody has had a notice about it and it's been going on for two weeks. - id: owner-explains need: illegal-building-report text: I got your letter about the terrace. I genuinely did not know it needed an application, it's been there since we moved in. What happens now? - id: new-firm need: firm-approval text: We are a three-person architecture firm that has just started. We want to be approved so we can file applications for our clients in your municipality. - id: firm-insurance-lapsed need: firm-approval text: You wrote that our liability insurance certificate has expired. We have renewed it, here it is. - id: counter-phone-call need: log-counter-enquiry text: A woman rang about the case behind her house. Wants to know where it stands. I'm at the counter and there's a queue - I need to write it down and send it to whoever has that case. - id: where-is-my-case need: case-status-enquiry text: I sent in my application five weeks ago and I've heard nothing. Is anyone looking at it? Is it in the six weeks with the neighbours or is it waiting on me?