Question 1

What problem does ConsultOnline 2.0 solve?

Accepted Answer

It gives you a more controlled, measurable and scalable alternative to relying only on exhibitions, newsletters and public meetings. It is designed to help you reach wider audiences, keep consultation material organised, gather structured feedback and produce stronger reporting throughout the process.

Question 2

How does ConsultOnline enable a developer to reach the 'silent majority'?

Accepted Answer

ConsultOnline is designed not just to collect responses, but to help developers hear from the wider community, including people who may broadly support a scheme but would not normally take part in a planning consultation. It does this by combining a wide range of consultation tactics, from surveys, polls and ideas walls to QR codes, embeddable widgets and low-friction participation tools that make it quicker and easier for people to respond. Its reach is extended further through social media share buttons, targeted digital advertising and social media guidance for developers, helping consultation material reach the right audiences rather than relying solely on those who are already motivated to comment. Depending on the consultation package selected, physical direct mail campaigns can also be used to contact households within the consultation area directly, creating a tangible invitation to take part. Accessibility is another important part of the picture. Core templates use responsive layouts and are designed to support WCAG 2.1 AA. Progressive-web-app, bespoke-app, voice-input and multilingual options vary by package and configuration. Consultation content, uploaded documents, third-party material and project settings still require accessibility review. ConsultOnline dashboards can show participation patterns in the data recorded for a consultation, including demographic or geographic breakdowns where respondents have supplied that information. These indicators may help a team spot possible gaps and adjust outreach while the consultation is live, but they do not identify every non-participant or establish that the responses are representative.

Question 3

Is this intended to replace face-to-face consultation altogether?

Accepted Answer

Not necessarily. It can reduce reliance on costly physical events, but it can also work alongside them as the central hub for information, updates, registration and feedback. QR codes, email communications and digital promotion can all drive people back to one clear consultation platform.

Question 4

How quickly can a consultation website be launched?

Accepted Answer

Client-managed sites can usually be created quickly once the account and brand set-up are in place. Essential and Enhanced consultations are typically live within two working days of receiving approved materials. Bespoke timelines depend on the design scope, custom-domain set-up and any operational add-ons.

Question 5

How much control would our team have?

Accepted Answer

Every consultation comes with a secure admin area so authorised users can manage content, surveys, documents and settings directly. With selected packages, you can also assign roles such as editor, viewer and administrator, with audit trails showing who changed what and when.

Question 6

What if we want support rather than managing everything ourselves?

Accepted Answer

The service is packaged specifically for that. Essential includes initial set-up, while Enhanced and Bespoke can include ongoing project manager support for updates, survey changes, newsletters, uploads and day-to-day running.

Question 7

Will it help us produce a strong Statement of Community Involvement?

Accepted Answer

Yes — that is one of the clearest advantages. ConsultOnline is built around ongoing monitoring, data collection and reporting and the original offer was explicitly positioned around providing material for an SCI that will impress the planning authority.

Question 8

Can we determine who takes part?

Accepted Answer

Yes. Depending on the package, consultations can run as open, registered or invitation-only and specific content can be restricted to different user groups. With higher-specification packages, you can also add layered verification such as email, address, SMS or physical mail checks for more sensitive consultations.

Question 9

How do you protect against fake responses or spam?

Accepted Answer

The platform includes anti-bot protection to prevent spam registrations and skewed survey results. Higher-specification packages also offer enhanced verification tools to give greater confidence that respondents are genuine local residents.

Question 10

What kind of engagement tools does the platform include?

Accepted Answer

It goes well beyond a static consultation website. Features include virtual exhibitions, interactive maps, image and document libraries, FAQs, news updates, webinars, surveys, quick polls, ideas walls and, with selected packages, community discussion boards and AI-supported interactions.

Question 11

Can members of the public ask questions without waiting for us to respond manually?

Accepted Answer

Yes. The platform can include an AI chatbot trained on the consultation's own content, so it can answer project-specific questions at any time. There is also a separate support chatbot for admin users, which can answer common platform questions and raise support tickets where needed.

Question 12

Will the site work well on mobile?

Accepted Answer

Yes. Mobile-friendly design is a core part of the platform, and selected packages also include app-style functionality or a more advanced app offer. The comparison note also highlights mobile-ready design and multilingual AI translation as part of the upgraded 2.0 proposition.

Question 13

How do we know whether the consultation is working?

Accepted Answer

ConsultOnline 2.0 includes a real-time dashboard, automated reports and engagement tracking so you can see visitors, registrations, survey completions, downloads and other behaviour as the consultation progresses. With higher-specification packages, there is also consultation health scoring and demographic gap analysis to help identify where further outreach may be needed.

Question 14

Can the site reflect our own branding?

Accepted Answer

Yes. Your consultation can carry your own logo, colour palette and selected fonts. Enhanced and Bespoke provide more tailored branding and design options, including managed redirects or fully custom domains where required.

Question 15

Can the platform support consultation after the pre-application stage?

Accepted Answer

Yes. One of the more useful advantages is that the site does not have to disappear when the consultation ends. It can be converted into a community relations site for keeping in touch with local residents during construction, and even sales or lettings as the project progresses.

Question 16

Is there a version suitable for different budgets?

Accepted Answer

Yes. Essential, Enhanced and Bespoke are each available as client-managed or ConsultOnline-managed services. Private-label branding is available with client-managed delivery.

Question 17

Why would a developer choose ConsultOnline over a basic consultation website?

Accepted Answer

Because it combines consultation, content management, verification, analytics, engagement and reporting in one system. The 2.0 offer builds on the original ConsultOnline model with richer functionality such as interactive mapping, better analytics, AI assistance, enhanced verification and stronger day-to-day management tools.

Question 18

How does ConsultOnline use AI?

Accepted Answer

We use AI where it can make consultation more efficient, accessible and responsive - for example, to help organise and analyse information and support some of the platform’s interactive features. We are transparent about where AI is used and how it contributes. It supports the consultation process rather than replacing professional judgement, project teams or meaningful engagement with communities.

Question 19

Is pre-application consultation still required for Nationally Significant Infrastructure Projects?

Accepted Answer

From 24 July 2026, applicants are no longer subject to the previous statutory pre-application consultation process for Nationally Significant Infrastructure Projects (NSIPs). Requirements including preparing a Statement of Community Consultation, consulting prescribed groups for a set period and submitting a consultation report have been removed. Government guidance nevertheless strongly encourages early, proportionate and meaningful engagement. Separate notification, publicity and environmental assessment requirements may also apply.

Question 20

Why consult on an NSIP if it is no longer a statutory requirement?

Accepted Answer

Early engagement can identify local impacts, address concerns and improve proposals before an application is submitted. It can also help applicants resolve potential areas of disagreement and prepare a better-developed application for examination. Relevant local authorities are likely to welcome evidence that a promoter has engaged meaningfully with local people, listened to their concerns and explained how feedback has influenced the proposals. This can help build a more constructive relationship with the authority and provide useful evidence as it prepares its Local Impact Report and participates in the examination. The new approach gives applicants greater flexibility to design engagement around the scale, impacts and circumstances of each project, rather than following a single prescribed process.

Question 21

How can ConsultOnline support consultation on an NSIP?

Accepted Answer

ConsultOnline provides a flexible way to explain complex proposals, combine digital engagement with face-to-face consultation and reach a broader range of participants. Interactive content, multilingual options, surveys, polls and guided digital support make it easier for people to understand a project and respond. The dashboard helps project teams monitor participation and emerging themes, while clear reporting provides a transparent record of engagement and how feedback has informed the proposals.

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