Dear Sir or Madam,

According to the Statutory Code of Practice for Freedom of
Information, each public authority should publish its target times
for determining complaints and information as to how successful it
is with meeting those targets.

I have been unable to find either of these on your website. On your
website I found several pages dealing with FOI requests, but none
related to target times and details of meeting those targets.

Can you please either direct me to where this information has
already been published, or else release, for each quarter since FOI
has been in place, details on what the target time for complaint
handling was, how many complaints were received in the period, and
what time was achieved for handling those.

Yours faithfully,

Ivan S. Cronyn

Dear Customer

This is an automatic response to confirm we have received your email.

Your reference number for this enquiry is 176881.

We will aim to respond to your enquiry / request within 5 working days if a response is applicable. However if your enquiry is more urgent please telephone the Dacorum Borough Council Call Centre on 01442 867800 quoting the reference number above.

Thank you.

Customer Services

Dacorum Borough Council

The information in this message and any files transmitted in it should be regarded as confidential and is intended for the named recipient(s) only unless explicitly stated. If you are not the intended recipient(s) or the person responsible for delivering to the recipient(s), be advised that you have received this email in error and that any use is strictly prohibited. If you have received this message in error it must be deleted and the sender notified.

The views expressed in this message are personal and not necessarily those of Dacorum Borough Council unless explicitly stated.

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Dear Mr Cronyn

Thankyou for your request to this organisation

Your request has been logged reference number DBC\FOI\489 target date of
28/8/08

Yours Sincerely

John Worts

"Ivan S. Cronyn"
<request-1502-efd
8d89f@whatdotheyk To
now.com> FOI requests at Dacorum Borough
Council <[Dacorum Borough Council request email]>
30/07/2008 10:02 cc

Subject
Freedom of Information request -
FOI Complaint Handling in Dacorum

Dear Sir or Madam,

According to the Statutory Code of Practice for Freedom of
Information, each public authority should publish its target times
for determining complaints and information as to how successful it
is with meeting those targets.

I have been unable to find either of these on your website. On your
website I found several pages dealing with FOI requests, but none
related to target times and details of meeting those targets.

Can you please either direct me to where this information has
already been published, or else release, for each quarter since FOI
has been in place, details on what the target time for complaint
handling was, how many complaints were received in the period, and
what time was achieved for handling those.

Yours faithfully,

Ivan S. Cronyn

show quoted sections

Dear Sir or Madam,

Please pass this on to the person who conducts Freedom of
Information reviews.

I am writing to request an internal review of Dacorum Borough
Council's handling of my FOI request 'FOI Complaint Handling in
Dacorum'.

A full history of my FOI request and all correspondence is
available on the Internet at this address:

http://www.whatdotheyknow.com/request/fo...

Yours sincerely,

Ivan S. Cronyn

Dear Customer

This is an automatic response to confirm we have received your email.

Your reference number for this enquiry is 207727.

We will aim to respond to your enquiry / request within 5 working days if a response is applicable. However if your enquiry is more urgent please telephone the Dacorum Borough Council Call Centre on 01442 867800 quoting the reference number above.

Thank you.

Customer Services

Dacorum Borough Council

The information in this message and any files transmitted in it should be regarded as confidential and is intended for the named recipient(s) only unless explicitly stated. If you are not the intended recipient(s) or the person responsible for delivering to the recipient(s), be advised that you have received this email in error and that any use is strictly prohibited. If you have received this message in error it must be deleted and the sender notified.

The views expressed in this message are personal and not necessarily those of Dacorum Borough Council unless explicitly stated.

Please be aware that emails sent to or received from Dacorum Borough Council may be intercepted and read by the Council. Interception will only occur to ensure compliance with Council policies or procedures or regulatory obligations, to prevent or deter crime, or for the purposes of essential maintenance or support of the email system.
Security Warning: Please note that this email has been created in the knowledge that Internet email is not a 100% secure communications medium. We advise that you understand and accept this lack of security when emailing us.

Viruses: Although we have taken steps to ensure that this email and attachment(s) are free from any virus, we advise that in keeping with good computing practice the recipient should ensure they are actually virus free.

Copyright in this E-Mail either belongs to Dacorum Borough Council or this use has been approved by the Copyright holder.

Dear Mr Cronyn,

Firstly I apologise - that your request has taken so long to address.

Our website is currently undergoing modification, and we are experiencing
some teething problems with the new style.
As soon as we have this resolved - I will be updating the web pages to
include our complaints section on FOI & DPA.

I am currently solely responsible for dealing with FOI & DPA requests - and
apologise - that the response time that I had initially fell into a period
of annual leave.

We have now appointed another officer to assist in the handling of these
requests - so as to reduce the single point of failure we currently have.

I will hope that it will improve the level of service to all customers that
request information in future.

I will align my FOI Complaints procedure to the corporate complaints
procedure - which is currently 5 days for first contact with our call
centre and 20 working days for back office or expert staff.

When we have the technology correct - I will endeavour to publish our
performance indicators on both FOI and DPA requests as percentages.

The performance indicators being FOI requests dealt with within 20 working
days and DPA requests dealt with within 40 Calendar days.

This has been an area for concern for me.

In 2006-07 14% of requests were disclosed beyond the statutory 20 working
day limit. (FOI Only)

In 2007-08 3.7% of requests were disclosed beyond the statutory 20 working
day limit. (FOI Only)

Clearly this request falls outside of the statutory 20 day working day
limit - and will be reflected for 2008-09 figures.

I am hoping that with better use of technology and another member of staff
dealing with requests - that we will improve our service to all customers.

Once again - I sincerely apologise over this delay - and hope that in
future dealings - you will receive a better service from all at Dacorum
Borough Council

If you would like to call me direct to discuss any difficulties - my number
is 01442 228538

Yours Sincerely

John Worts
Service Support Manager (ICT)
[email address]

"Ivan S. Cronyn"
<request-1502-efd
8d89f@whatdotheyk To
now.com> FOI requests at Dacorum Borough
Council <[Dacorum Borough Council request email]>
12/11/2008 15:42 cc

Subject
Internal review of Freedom of
Information request - FOI Complaint
Handling in Dacorum

Dear Sir or Madam,

Please pass this on to the person who conducts Freedom of
Information reviews.

I am writing to request an internal review of Dacorum Borough
Council's handling of my FOI request 'FOI Complaint Handling in
Dacorum'.

A full history of my FOI request and all correspondence is
available on the Internet at this address:

http://www.whatdotheyknow.com/request/fo...

Yours sincerely,

Ivan S. Cronyn

show quoted sections