In conversation with a planning officer - what do people want to know most about planning in 2025?
Planning Portal, powered by TerraQuest, combines decades of digital planning expertise with industry insight to deliver the Planning Guidance Service – a one-to-one support offering that’s helping homeowners and SMEs navigate the early stages of planning, while also easing pressure on local authorities and improving the quality of applications submitted across England and Wales.
We caught up with Kiran Purewal, Planning Officer at Planning Portal, to talk about our new Planning Guidance Service and uncover what’s really on the minds of homeowners navigating the planning system in 2025.
Initially piloting in Winter of 2024, the service - designed to cut through the complexity of the initial stages of planning for homeowners and SMEs alike – has now provided accessible advice to over 3,500 customers.
Now, we’ve sat down with one of the professionals on the front line - providing day-to-day support to homeowners looking to extend, adapt or upgrade their homes - to find out which projects are most popular and what surprising challenges people are facing.
The Planning Guidance Service connects applicants directly with experienced planning professionals and gives us a unique window into the most common questions being asked in 2025. Delivered by the Planning Portal – the national planning application service and developers of the digital tools that facilitate over 95% of planning applications in England and Wales – this service draws on decades of expertise in planning. So, what are homeowners struggling with most, and what kind of guidance are they really after?
Got a project in mind but unsure how to get started with planning? Book a call with our experts and discover how the Planning Guidance Service can simplify your next steps.
Planning Portal: Thanks for taking time out of your busy schedule to speak with us. To start, could you explain what the Planning Guidance Service offers - and why it’s so valuable, particularly for first-time applicants?
Kiran: Absolutely! I’m really pleased to be able to talk about the service, because I feel like it’s something that’s really having a positive impact on homeowner’s experience of planning which to those new to the process can sometimes prove daunting
Since I started working on the service, what’s stood out to me is just how overwhelmed some people feel when they’re trying to make changes to their home. Even though the Planning Portal has a huge amount of clear, compliant information online, a lot of people just want someone to talk them through their specific project step by step. That’s what we’re here for - to make planning feel approachable and to help people understand it, not be intimidated by it.
Planning Portal: That’s brilliant, and it must be a great feeling to be able to bring your expertise to people in such an accessible way! So, what kind of questions are you getting asked most frequently?
Kiran: One of the biggest things people ask is simply: “Do I need planning permission for this?” And that could relate to anything from a kitchen extension to a conservatory or garden room. People don’t want to fall foul of the rules - they just want to improve their homes, but they often don’t know where to start. Sometimes, there are even alternative routes available like applying for a ‘certificate of lawful development’ – which people don’t know about. It can be really complicated to understanding whether full planning permission is needed or not, there are many nuances depending on your project and location – and that’s when talking to us can really help.
Planning Portal: I see. There’s a real appetite for home improvements these days – with more and more people adopting the moto of ‘improve don’t move’. What kind of projects tend to generate the most queries?
Is it permitted development – or do you need planning permission?
Kiran: We see a lot of interest in extensions - kitchen extensions, porches, and outbuildings like annexes or home offices. At the moment, people are asking a lot about whether these projects fall under permitted development rights, as those have been extended and changed for various types of work over recent years.
Planning Portal: Right. So, when we’re talking extensions, something like “How far can I extend?” would be typical?
Kiran: Exactly. That and the slightly more complex question “Which elevation is considered the principal one?”, which relates to what classes as the front of the property. There are also a lot of questions coming through around prior approval and article 4 directions. *
Planning Portal: You mentioned permitted development rights just now. Would you say lots of people aren’t aware what’s permitted without permission?
Kiran: Definitely. Permitted development regs allow people to make certain changes without needing permission. But there’s really not an easy way to tell whether these apply for applicants who won’t have prior knowledge of the specifics of each project - especially in conservation areas or when the building is listed, there can be many variables
Planning permission in conservation areas, what can I do?
Planning Portal: Conservation areas and listed buildings are big topics for Planning Guidance, aren’t they?
Kiran: Huge. As I said, people often don’t realise that even changing windows, adding a heat pump, or installing a car charger might need consent. Listed buildings especially require careful handling - even replacing a roof or adding a boiler can fall under restrictions.
Frequently asked planning questions
Planning Portal: I see. And are there any other queries which seem to come up time and again?
Kiran: We get lots of calls from people wanting to run businesses from home, and they want to know what’s allowed and what would need formal permission. We’ve had all sorts of enquiries, whether that’s a beauty salon, dog grooming, even something more digitally based, people need that clarity before taking those steps to bring businesses into their homes.
What does the Planning Guidance Service provide?
Planning Portal: I guess that’s where the Planning Guidance Service (PGS) really comes into its own, giving homeowners that affordable way to get tailored advice they can trust, from professionals like yourself. And what about post-decision support? Do you find people are clear on what to do after a refusal, for example?
Kiran: Often not. There’s real confusion around what an Inspector’s decision means, and often people don’t understand what ‘conditions attached to a decision’ mean for their application either. Often these mean additional changes are needed to get the application green lit - at that point we can talk callers through the process.
Planning Portal: Do you see many examples of people buying a property only to discover that previous works didn’t have planning permission?
Kiran: Yes - that happens a lot and can naturally be a difficult surprise for the new owners! People tend to ask ‘What are my options? ‘or ‘Is it too late to apply now?’ That’s when quick access to expert guidance is crucial.
Planning permission mistakes - what to avoid
Planning Portal: What are some of the biggest mistakes you see people making?
Kiran: Not checking first! People often make assumptions – for example that because their neighbour did something similar, they can too. Or they start work without being sure if permission is needed. That’s where the Planning Guidance Service can save people time, money, and stress.
Planning Portal: If someone’s completely new to the planning process, what kind of support do they typically need?
Kiran: It’s everything from how to fill out the application form, to what documents to submit, how long it will take, and how much it will cost. They often need reassurance that they’re on the right track.
No such thing as a silly question – start planning the right way
Planning Portal: Finally – I guess we’d like to know, what’s surprised you most since working on the service?
Kiran: Honestly, the range of queries we get! You might expect it to be all extensions and conservatories - and yes, we do get a lot of those - but we’re also hearing from people wanting to convert parts of their homes into commercial spaces. I’ve also been really pleasantly surprised by how sustainability-conscious many callers are - asking about things like solar panels, heat pumps and EV chargers. It’s great to see so many people wanting to make changes that are not just practical, but future-friendly too.
Planning Portal: Well, thank you so much for taking the time to share your insights! It’s clear there’s a real need for accessible, reliable planning advice.
Kiran: No problem at all – it’s been great to chat! What I really enjoy about being part of this service is that you get a genuine snapshot of what people are thinking about when it comes to their homes. Like I mentioned earlier, it’s not just conservatories and kitchen extensions anymore – we’re seeing a real mix, from sustainability upgrades to home-working adaptations, and even people turning parts of their home into small businesses. You start to pick up on the planning trends of the year, which is fascinating.
At the same time, a lot of people do still get stuck and that lack of clarity can sometimes stop them from going ahead with projects they’re really excited about. That’s where the service makes a real difference – being able to give someone straightforward answers, explain the process in plain English, and help them feel confident moving forward. That’s why we’re here.
Got a project on your mind but not sure where to start? Book your appointment with our expert team of planners today - and get expert advice tailored to your project.
*Prior approval application: A certain type of planning application required for certain permitted developments, allowing the local authority to assess specific impacts before work can begin.
*Article 4 Direction: Is a legal tool used by local planning authorities to remove or restrict certain permitted development rights within a specific area or for a particular property, meaning you may need planning permission even for minor works
Service ‘need to knows’:
- The Planning Guidance Service can help you with your planning application, but it cannot contact your local authority on your behalf or support with building control enquiries.
- Ask your planner during your call about the steps to prepare before submission and the additional services available to support your project.
