Planning and Community Development Department: Faster Service, Better Support for Residents

The Department of Planning and Community Development has improved its customer service experience through new over-the-counter services for zoning, trade and small-scale building permits.

Residents can now walk in and speak directly with staff. During a recent informal City Council meeting, the department shared how these changes — along with revised review timelines and FY2025 performance data — are streamlining the entire development process.

Customer Service Initiatives  

The department now operates a customer service counter staffed by two full-time employees and subject-matter experts. Open 8 a.m. to 4:30 p.m., Monday through Friday, the team helps residents get answers quickly and efficiently. New payment options allow residents to complete all fee transactions in one place, and a modern phone system routes callers to the right staff faster while showing them their place in line. Residents who prefer to complete an application or request an inspection online may continue to do so. 

FY2026 results so far: 

• 5,268 customer visits (about 752 per month) 
• 28,803 phone calls (about 4,114 per month) 

Counter Review Requirements 

Residents can also complete certain reviews in person if the projects meets specific criteria. Homeowners working on additions, alterations or accessory structures up to 500 square feet, with plan sets no longer than five pages, may complete their review at the counter. 

Larger projects still go through the online system, which usually takes three business days for initial review and comment.

FY2025 Statistics

The department also shared FY2025 statistics related to residential areas.

Last year, the department approved 450 discretionary applications, issued more than 34,000 permits and completed nearly 79,000 inspections. Single family and duplex plans were processed well within the City’s allotted timelines, with average review cycles taking just a few days. A total of 128 single-family plans were approved, with 20 plans approved for duplexes. Residential building permits for new home construction (277 total) were typically approved in about 26 days, while most residential alteration and additions (1,986 permits) were completed in just over 11 days.

For more information visit Planning.VirginiaBeach.gov.