‘Such a stressful process’
Business owner, building official address frustrations with Norwalk permitting process
NORWALK — The city of Norwalk issued more than 2,200 building permits in the first seven months of the fiscal year, but one Norwalk business owner said obtaining one is a tricky process.
Kristin Ruggieri, owner of Attitude Dance and Active Wear, said she struggled getting approval for a building permit to build a wall in her new location and had last-minute delays in getting her certificate of occupancy, which led to a later opening.
“From the start, the permit process was kind of a nightmare,” she said. “I had a rough time from the beginning.”
Attitude Dance, which opened in 2003, specializes in pointe shoe fittings and draws shoppers from around the region. Over the years, Ruggieri has moved her store around Norwalk as clientele and demand grows. This past fall, Ruggieri realized she needed a bigger space and signed a lease starting Dec. 1
for a spot on Westport Ave.
But the process of getting a certificate of occupancy was “like a game of Whac-A-Mole” Ruggieri said.
“I have quite literally gotten an ulcer through this,” she said. “It’s such a stressful process to begin with. It’s so costly and a huge risk during a pandemic . ... I just feel City Hall should be helping, not hindering, small business owners. We’re all really struggling.”
Bill Ireland, Norwalk’s Chief Building Official, said he understands why business owners find the permitting process frustrating, but it’s necessary for safety. Furthermore, much of the process is set by the state or city code, he said, which leaves his hands tied. The confusing process has been further complicated by COVID protocols.
“I think the frustration lies with COVID,” he said. “It’s a difficult time. We’re trying to do everything online or over the telephone.”
Ruggieri said she began calling the city in late last year to figure out what she needed to get a certificate of occupancy and building permit. She said it was often difficult to get in touch with people at different departments, especially when she wanted to have her dad build a wall to create a back room for the shop.
When she called the Building Department, she said she was told two different things about what she needed for a building permit. After she was unable to get clarification on what she needed to build the wall herself, she paid $5,000 to hire a contractor.
“We just said to ourselves we don’t have the tools to come up with the kind of plan they’re looking for,” she said. “It seemed like they were looking for something very detailed and we don’t have the means to do that. It just seemed as if it was being inferred using a contractor would be much easier.”
Ireland said commercial properties should have licensed contractors working on them for legal reasons. If something goes wrong with the building, the only way the owner is protected is if the contractor is licensed. When people try and do the work themselves, it can take longer to meet the necessary standards.
Ruggieri said she was ready to open her doors on Feb. 13 with her final inspection being on Feb. 11. But during her inspection, the fire department asked her for smoke alarm, fire alarm and electrical runoff reports which she didn’t know she needed to have ready in advance. The reports took several more days to get, which pushed Ruggieri’s opening to Feb. 17.
“If the city had been able to clearly communicate ahead of time what the requirements are, this could’ve been avoided,” she said. “I just spent a fortune on a buildout and the last thing a small business owner needs is a delay because of bureaucratic red tape . ... It’s pretty disappointing the city can’t help small business owners but have no qualms about charging permit fees.”
To open a business, Ireland said owners need permits from multiple departments, including the fire marshal, so the city knows what’s occupying a space, that the building can accommodate the business and that it’s safe.
“It sounds like a lot — and it is a lot — and it’s for public safety, so things don’t pop up where they shouldn’t and become a menace or hazard to the public,” Ireland said.
Ireland said the Building Department tries to get people through the permitting process as quickly as possible, but a lot of it depends on the business owner’s plans and if they submit the right documents.
“It’s not something they’re making up,” he said. “It’s a city requirement. It’s in the code itself. I know it’s frustrating to a lot of people . ... We try to expedite what we can. Everyone takes it as it comes in and it’s done accordingly . ... It’s not quite as simple as people think it is or as people think it should be, but that’s the way the laws are and there’s not much we can do about it.”
According to a statement from city spokesperson Josh Morgan, the city reviews and approves plans and advises business owners use “a licensed and insured contractor or company” for any work.
“Our team reviews and approves plans, and we’ve issued more than 2,200 building permits this fiscal year,” Morgan said. “All of these have gone through the proper approval process. This process is in place for the safety of the public and the business owner. Once a business has a certificate of occupancy, they are free to open.”
Former mayoral candidate Lisa Brinton said she thinks the city can do more for their permitting process — something she’s highlighted during her two previous campaigns — and that she has heard from local businesses that the process is poorly managed.
“The biggest problem is no coordination,” she said. “... We have a reputation as a city of being incredibly difficult to do business with. We’re cumbersome, there’s a lack of coordination. There doesn’t seem to be any sense of urgency.”
Brinton said she has advocated for having a checklist online for what’s needed for each department throughout the permitting process so small businesses have something for reference. Morgan did not say whether the approval requirements were available online, something which Ruggieri agreed would be beneficial.
“This is a chronic issue,” she said. “... I’m very grateful for the opportunities I’ve had in Norwalk. I love it here. This has been a very upsetting process and I’m hopeful that by speaking out there will be some positive changes . ... There has to be a way to get some kind of positive change.”