Corporate Review Department
Information Management Section
PO Box 9
Laburnum Road
Wakefield
WF1 3QP
Tel : 01924 292486 / 292202 / 292719
Fax : 01924 292726
Email : [West Yorkshire Police request email]
Website : www.westyorkshire.police.uk
Wednesday, 08 April 2009
Dear Mr Charlesworth
FOI Reference No : FOI-20092/77769
I write in connection with your request for information dated 06 Mar 2009 and listed below. Your
request for information has now been considered and it is not possible to meet your requirements in
full. Instead I enclose a partial response to your request for information. You asked for :
You state in your pledge that you aim to get to all 999 callerswithin 10 minutes.
How many callers to 999 received police attendance
within 10 minutes, and how many within 11-20 minutes,
and how many 21 minutes plus? For 2001, 2002, 2003,
2004, 2005, 2006, 2007, and 2008. I do not require a monthly breakdown, just annual figures.
You also state in your pledge that you 'Always treat
you fairly, with dignity and respect, ensuring that
you have fair access to our services at a time that is reasonable and suitable for you.'
Please could you confirm how much 'customer care' training
officers receive and how they are generally monitored in this respect.
Please could you also confirm for each year 2001 to
2008 inclusive how many upheld complaints in total
were received regards attitudes of police officers and civilians towards the public.
Incivility, impoliteness and intolerance is the category
I would request information on. Please could you provide also then, total
complaints annually for all categories but as one figure per year in addition to the specific category.
Please also furnish me with the West Yorkshire Police pledges for 2001 to 2008 inclusive.
Dear Mr Charlesworth,
Please find attached a response in relation to your Freedom of Information request.
Also, please be advised that an internal review has been launched as requested.
Regards,
Claire Vickers-Pearson.
Freedom of Information.
Police forces providing information do not use generic systems, nor are the procedures used for
capturing the data the same. It should be noted that for these reasons this forces response to your
questions should not be used for comparison purposes with any other response you may receive.
Complaint Rights
If you are not satisfied with how this request has been handled or with the information provided,
please read the advice notice attached to this letter. If you do wish to take up your right of complaint,
please remember to quote the reference number above in any future correspondence.
Yours sincerely
Claire Vickers-Pearson
Freedom of Information Project Officer
pp
Steven Harding
Head of Information Management
The West Yorkshire Police in complying with their statutory duty under section 1 and 11 of the Freedom of Information Act 2000 to release the enclosed information will not
breach the Copyright, Designs and Patents Act 1988. However, the rights of the copyright owner of the enclosed information will continue to be protected by law. Applications
for the copyright owner's written permission to reproduce any part of the attached information should be addressed to The Force Solicitor, West Yorkshire Police
Headquarters, PO Box 9, Laburnum Road, Wakefield WF1 3QP.
Complaint Rights
Are you unhappy with how your request has been handled or do you think the
decision is incorrect?
You have the right to require West Yorkshire Police to review their decision.
Prior to lodging a formal complaint you are welcome and encouraged to discuss the decision with the
case officre that dealt with your request.
Ask to have the decision looked at again
The quickest and easiest way to have the decision looked at again is to telephone the case officer that
is nominated at the end of your decision letter. That person will be able to discuss the decision,
explain any issues and assist with any problems.
Complaint
If you are dissatisfied with the handling procedures or the decision of West Yorkshire Police made
under the Freedom of Information Act 2000 regarding access to information, you can lodge a
complaint to have the decision reviewed.
A West Yorkshire Police independent review panel, which will be made up of a Senior Police Officer
and a representative from the Force Solicitor's Office, will deal with this appeal in the first instance.
Both are fully trained in interpreting the Freedom of Information legislation and neither person on the
Appeal Review Panel will ever have been involved in dealing with your initial request.
Complaints should include the FOI reference number, be made in writing and addressed to:
West Yorkshire Police
FOI Appeals Panel
PO Box 9
Laburnum Road
Wakefield WF1 3QP
In all possible circumstances West Yorkshire Police will aim to respond to your complaint within three
months.
The Information Commissioner
If you are still dissatisfied with the decision after the review by West Yorkshire Police Appeals Panel,
you may then make an application to the Information Commissioner for a decision on whether the
request for information has been dealt with in accordance with the requirements of the Act.
For information on how to make a application to the Information Commissioner please visit their
website at www.informationcommissioner.gov.uk. Alternatively, phone or write to:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Phone: 01625 545 700
