Concerns over the Department of Building Inspection's (DBI) handling of complaint management took center stage at a recent San Francisco government meeting, with public speakers calling for urgent reforms. The DBI's current reporting practices were criticized as inadequate, particularly regarding the lack of a service standard for closing complaints.

One speaker highlighted that while the DBI reports on the percentage of complaints receiving initial inspections, there is no follow-up on how many remain unresolved. They proposed a monthly report detailing the number of complaints open for various durations, emphasizing the financial burden of having inspectors manage long-standing issues. A specific case was cited: a complaint about illegal windows and a non-compliant deck that has been open for four years, raising questions about the DBI's enforcement actions.

The speaker urged the DBI to implement exception reporting similar to that used in permit services, arguing that this would enhance accountability and transparency. They also pointed out that the current process allows for favoritism towards certain contractors, suggesting that complaints and notices of violation (NOVs) should be automatically generated to eliminate subjectivity.

Another public comment echoed these concerns, stressing the need for a more streamlined and transparent approach to code enforcement. The speaker referenced specific cases where violations took years to resolve, calling for a linear process that prevents complaints from being shuffled back and forth among departments.

The discussions underscored a growing frustration with the DBI's complaint management system, with community members demanding clearer accountability and more efficient resolution of building code violations. As the city grapples with these issues, the call for reform in the DBI's practices is likely to gain momentum in the coming months.