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How many about the CTCIS Phase 2 works in Brighton Road in Coulsdon town centre
Kevin Lawrence made this Freedom of Information request to Croydon Borough Council
The request was partially successful.
From: Kevin Lawrence
29 December 2009
Dear Croydon Borough Council,
How many Complaints has the council received over the CTCIS Phase 2
works along the Brighton Road and side roads in Coulsdon town
centre?
This refers to both the design of the scheme, and its
implementation.
Please list numbers by month throughout 2009, distinguishing
complaints received by email, by post, by telephone and direct in
person.
Please also list the numbers of separate complainants, and how many
came from the NP Roads Rep.
What were the general nature of these complaints, and what has been
done to put things right?
Yours faithfully,
Kevin Lawrence
From: Morris, Valerie
Croydon Borough Council
31 December 2009
Dear Mr Lawrence
Thank you for your letter email/letter dated 29 December 2009 in which you
have requested, among other matters how many complaints the council has
received over the CTCIS Phase 2 works along the Brighton Road and side
roads in Coulsdon town.
We are considering your request under the terms of the Freedom of
Information Act 2000, and hope to respond within the statutory 20 working
days.
In some circumstances a fee may be payable and if that is the case, either
myself or a colleague will let you know the likely charges before
proceeding.
If you have any queries about this email, please contact me. Please
remember to quote the reference number above in any future communications.
Yours sincerely
Valerie Morris
Contract Monitoring Officer
Chief Executive's Office
Democratic & Legal Services Division
5th Floor South Side
Taberner House
Park Lane Croydon
CR9 3JS
Tel: 0208 686 4433 ext. 62676
Fax: 0208 760 5679
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From: Wickens, David
Croydon Borough Council
31 December 2009
Dear Mr Lawrence
I have been copied in on your FOI request regarding Coulsdon as I will
probably be involved in responding.
The purpose in writing is to seek clarification of your request to make
responding easier. Whilst we have received many emails, telephone calls
etc as has the contractor we do not log all as complaints since they are
often reports or queries rather than an actual complaint about a service.
Equally we wouldn't necessarily treat a disagreement about the design as a
complaint as one is never going to get a consensus about a complex
project. We don't routinely keep records of phone calls and minutes of NP
meetings cover what has been said at those. These are in the public
domain.
To keep within the 18 hr limit on FOI's can I suggest that we respond with
logged formal complaints - we have a few, then give approximate numbers of
emails with period over which they have been received, add letters/
insurance claims (a few), petitions re parking issues (although these are
in the public domain), a flavour of content and approx numbers from NP rep
(Peter Morgan). In terms of putting things right, in many cases things
were not wrong as they were the agreed design but I can give a flavour.
Pleas let me know what you think.
Best wishes
David Wickens
Head of engineering and project co-ordination
Planning, regeneration and conservation department
Regeneration and infrastructure division
18th floor SW
Taberner House
Park Lane
Croydon
CR9 1JT
Tel 020 8686 4433 (Ext 62625)
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From: Kevin Lawrence
31 December 2009
Dear Wickens, David,
The council's website defines a complaint -
http://www.croydon.gov.uk/democracy/feed...
THE COUNCIL'S CORPORATE COMPLAINTS POLICY
Our definition of a complaint
“A complaint is an expression of dissatisfaction (made verbally, by
email, in person or in writing by one or more members of the
public) about the council's service or the standard of a service,
whether the service was provided by the council itself or by a
person or body acting on behalf of the council”
I suggest we begin with numbers of all logged complaints, treated
formally or not.
For those not logged, an estimate of total numbers would be
helpful.
You might also explain how the council decides which to log and
which not, given the clear statement above.
Those logged can then be classified into those informally resolved,
those where the council treated the complaint formally, but decided
no action beyond an explanation of its policy was required, and
those where the council decided that some action was required.
This list can include numbers of separate complaints in each case.
When we can see the numbers involved, we can see how to proceed.
Yours sincerely,
Kevin Lawrence
From: Wickens, David
Croydon Borough Council
4 January 2010
Dear Kevin
Thanks for your response. We'll work on this basis.
I an only speak for myself as to what to log. The definition "majors" on delivery of a service. If I fail to deliver what is agreed by the Council then that would be a justified area of complaint. However if I am delivering the agreed service ie scheme as agreed then that would not be grounds for complaint. However I'll list as much as I can and the general responses given.
Best wishes
David Wickens
Head of engineering and project co-ordination
Planning, regeneration and conservation
Regeneration and infrastructure division
18th floor SW
Taberner House
Tel 020 8686 4433 (ext 62625)
show quoted sections
From: Kevin Lawrence
4 January 2010
Dear Wickens, David,
Sorry but I don't think that is good enough.
Surely members of the public could legitimately complain if a
scheme, albeit provided as the council decided, did not turn out as
people expected or were led to believe, or indeed if they found it
did not work in practice?
In any event, this FOI request is directed at all logged
expressions of dissatisfaction with the scheme, not merely at those
where it is alleged the council has failed to deliver the agreed
scheme.
Yours sincerely,
Kevin Lawrence
From: Wickens, David
Croydon Borough Council
4 January 2010
Dear Kevin
I'll certainly be aiming to give details of all dissatisfaction so it's probably not worth debating definitions further at this point.
Best wishes
David Wickens
Head of engineering and project co-ordination
Planning, regeneration and conservation
Regeneration and infrastructure division
18th floor SW
Taberner House
Tel 020 8686 4433 (ext 62625)
show quoted sections
From: Kevin Lawrence
13 February 2010
Dear Croydon Borough Council,
Please pass this on to the person who conducts Freedom of
Information reviews.
I am writing to request an internal review of Croydon Borough
Council's handling of my FOI request 'How many about the CTCIS
Phase 2 works in Brighton Road in Coulsdon town centre'.
No response has yet been made to my FOI Request, despite the 20wd
deadline having passed some 12 days ago.
A full history of my FOI request and all correspondence is
available on the Internet at this address:
http://www.whatdotheyknow.com/request/ho...
Yours faithfully,
Kevin Lawrence
Kevin Lawrence left an annotation (13 February 2010)
ICO wrote to Kevin Lawrence:
Case Reference Number FS50294357
Dear Mr Lawrence,
Your information request to the London Borough of Croydon
Thank you for your correspondence dated 4 February 2010 in which you complain about Croydon’s failure to respond to your information request.
I have written to the public authority to provide them with a copy of your original request, reminding it of its responsibilities and asking it to respond to you within 10 working days of receiving our letter. I attach a copy for your information.
As you will see, even though the Commissioner does not intend to issue a formal notice in this case, your concerns have been taken seriously. Thank you for bringing this matter to the attention of the Information Commissioner.
If the Council responds and refuses to release the information you have asked for and you are dissatisfied, you may, after exhausting their internal complaints procedure, complain to us again.
This case has now been closed with the delayed response element showing as ‘withdrawn’ on our records. If you do not receive a response within 10 working days or are dissatisfied after having exhausted the internal review process mentioned above and would like us to look into the matter, please contact us quoting the reference number on this letter.
Should you have any questions about this please contact our Helpline on 08456 30 60 60, or 01625 54 57 45 if you would prefer to call a 'national rate' number.
- - - - - - - - - - - - - - - - - - - - - - - - - - - -
ICO wrote to LB Croydon:
Complaint from Mr Kevin Lawrence
The Information Commissioner has received a complaint from Mr Lawrence stating that no response has been sent to an information request originally submitted to your organisation on 29 December 2009, and clarified on 4 January 2010. The original correspondence can be found at http://www.whatdotheyknow.com/request/ho...
Any public authority in receipt of such a request is under a duty to respond within 20 working days of receipt. As it is the case that you have not responded but acknowledged receipt of the request, we would ask that you now respond within 10 working days of receipt of this letter. We should be grateful if you could also provide a copy of your response to this office.
You should state whether or not the information is held in a recorded form. If it is held, you should either provide the information or issue a refusal notice in accordance with the requirements of section 17 of the Freedom of Information Act or regulation 14 of the Environmental Information Regulations as appropriate. You can find more information on refusal notices contained in the guidance issued by the Commissioner which is available at:
http://www.ico.gov.uk/upload/documents/l...
http://www.ico.gov.uk/upload/documents/l...
Finally you should be aware that the Information Commissioner often receives requests for copies of the letters we send and receive when dealing with casework. Not only are we obliged to deal with these in accordance with the access provisions of the Data Protection Act 1998 (the DPA) and the Freedom of Information Act 2000 (the FOIA), it is in the public interest that we are open, transparent and accountable for the work that we do.
However, whilst we want to disclose as much information as we reasonably can, there will be occasions where full disclosure would be wrong. It is also important that the disclosures we make do not undermine the confidence and trust in the Commissioner of those who correspond with him.
When you reply to this letter, I would be grateful if you would indicate whether any of the information you provide in connection with this matter is confidential, or for any other reason should not be disclosed to anyone who requests it. I should make clear that simply preferring that the information is withheld may not be enough to prevent disclosure. You should have a good reason why this information should not be disclosed to anyone else and explain this to us clearly and fully.
For further advice on how to deal with freedom of information requests, please visit our website at www.ico.gov.uk or call our helpline on 08456 306060, or 01625 545745 if you prefer to use a National Rate number.
If you need to contact us about this matter, please quote the case reference number from the top of this letter.
From: Derby, James
Croydon Borough Council
16 February 2010
Dear Mr Lawrence
We refer to you request dated 29 December 2010 and subsequent exchange of
emails with an officer of the Council to clarify your request. We have
considered your request under the Freedom of Information Act 2000 and
apologise for the delay in replying.
The information below covers dissatisfaction and points of debate as well
as formal complaints so that you have as complete a picture as we can
reasonably provide. You might also like to research Committee and
Neighbourhood Partnership papers which are available on the council's
website.
The Council does not keep records of all emails telephone calls, letters
or conversations regarding issues such as you raise. However we do keep
records of formal complaints and in this case most of the emails.
Therefore the records are only what have been retained. The vast majority
of contact has been by email
In addition to the tabulated record are two formal complaints by letter;
one in October and one in November both regarding parking issues.
Dissatisfaction/complaints during 2009 for CTCIS Phase 2
Month Officer A Subject Officer Subject Officer Subject
B C *
Jan From.......
emails
From....
telephone No record of
calls subject/numbers
retained but over
the year would cover
all aspects of the
scheme but
particularly
original design
layout, temporary
traffic/ signals and
parking.
0
0
other
emails
Feb From .... Forthcoming From.... Criticism
road works and x2 about design
emails minutes of
meeting
FROM.... Complaint
x1 about
As above parking
telephone From charges +
calls .....1-3/week enforcement
FROM x1
General
criticism
about scheme
Parking
1 Dog mess
other
emails
Mar From.... 11 Traffic and
parking,
emails potential
disruption
telephone
calls
From....
1-3/week As above
4 Traffic and
other Parking parking Lion
emails Green Road
Clear
walkways
Drainage
issues
private
property
Loss of trade
Apr From ..... Entry From.... Keep one
treatments, hour free
emails delivery time parking
for materials, message
traffic
problems,
parking
meters,
Traffic
Management
Orders - human
rights
As above
telephone From ...
calls 1-3/week
3 Footways too
other wide
emails Dodgy kerb
Loss of trade
/ access
issues
May From ... Signals and
scheme layout
emails - widths
From ....
1-3/week
As above
Telephone
calls
Parking 0
other
emails
June From .... Mainly parking From Criticism
but potholes, about
emails roundabout and parking
a complaint re proposals
communication From
Design
As above criticism
From...
telephone
calls
2 Fall outside
other Waitrose
emails Fall over
barrier foot
July From Parking, From Criticism on
safety info given
emails concerns at
new
roundabout, From
Banstead v Committee
Coulsdon criticism
business,
traffic From
signals, N P
report
Criticism on
parking
From From proposals
telephone As above
calls
From Criticism on
parking
proposals
2 Noise during Concern over
other the day loading bay
emails Parking and Clarification
loading of the
highway code
Aug From Arrangements From FOI request
for public / criticism
emails meeting,
vehicle damage
(tyres) on new
kerbs, layout Criticism
design-widths, From about
parking, FOI parking
request proposals
From Concern over
loading bay
From As above
telephone From
calls
Concern over
loading bay
Loading 0
other
emails
Sept From Arrangements From Bus stop
for public criticism
emails meeting and
parking
regime, cost
of variations
to scheme From
Objection to
parking
proposals
From As above
telephone
calls Concern over
From loading bay
Bus stops, 4 Tyre damaged
other parking and on traffic
emails loading island
Concerns
about third
party works
Problem with
a door
Footway
access
Oct From Mainly From Consultation
concerning criticism
emails forthcoming
meeting on
parking From
regime, Criticism
minutes of NP over parking
meeting arrangements
From
Criticism
telephone From over parking
calls As above arrangements
11
3 Parking bay
other Parking, issues
emails footways, Handrail for
loading and toilet
minutes Information
on scheme
requested
Nov From Traffic From Criticism
delays, over parking
emails pavement arrangements
trips, road
From markings
telephone 4
calls
As above
3 Parking bay
other issues
emails Signs., Handrail for
parking and toilet
loading Information
on scheme
requested
Dec From
emails
telephone As above
calls
4
tyre damage
Collisions 5 on kerb near
other with islands, Cane Hill
emails lines and tyre damage
parking on kerb near
Cane Hill
Concerns
about road
layout
Concerns
about works
in the area
We are unable to disclose the name of the complainant(s) as this will
contravene the Data Protection Act 1998.
If you are dissatisfied with the way the department has handled your
request under the Freedom of Information Act you may ask for an internal
review. You can do this by outlining the details of your complaint by
either:
emailing us at [1][Croydon Borough Council request email]
faxing us on 020 8760 5661
writing FOI Complaints, London Borough of Croydon, Democratic & Legal
Services, Croydon CR9 3JS
If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The information Commissioner can be contacted at:
Information Commissioner's Office, Wycliffe House, Water Lane,
Wilmslow, Cheshire SK9 5AF
Yours sincerely
James Derby
Corporate Solicitor
Legal & Democratic Services
London Borough of Croydon
Taberner House
Park Lane
CR9 3JS
Tel: 020 8760 5768 Ext. 61359
Fax: 020 8760 5679
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mailto:[Croydon Borough Council request email]
From: Kevin Lawrence
16 February 2010
Dear Derby, James,
Thank you for this reply.
Unfortunately the table is badly muddled.
Could you kindly provide this information in an XLS spreadsheet, so
that the tabulation and data makes sense?
Yours sincerely,
Kevin Lawrence
From: Derby, James
Croydon Borough Council
17 February 2010
Dear Mr Lawrence
Hope you find the attachment useful
James Derby
show quoted sections
From: Kevin Lawrence
18 February 2010
Dear Derby, James,
Under the DPA, you are supposed to ask Third Parties for their
consent to disclose.
While that may be onerous for the public in general, it does not
apply to the one NP Rep, who is acting in a public capacity.
In any event, since his emails were on behalf of the community, he
is likely to consent.
I ask you to make clear in your PDF which entries relate to the
Coulsdon NP Roads Rep, and which do not.
Yours sincerely,
Kevin Lawrence
From: Kevin Lawrence
15 March 2010
Dear Derby, James,
I note that the 20wd for the Internal Review has now passed.
Kindly confirm the council's response to my Internal Review
request.
Yours sincerely,
Kevin Lawrence
From: Derby, James
Croydon Borough Council
16 March 2010
Dear Mr Lawrence
I am advised your request is being considered by Mr Passman and he will be in touch with you soon.
James Derby
show quoted sections
From: Passman, Howard
Croydon Borough Council
17 March 2010
Dear Mr. Lawrence
Thank you for your recent email, regarding your request to know which
items within the information provided to you were raised by the Coulsdon
Neighbourhood Roads Representative (CNRR).
However, before I can provide you with this information, I wish to consult
with the CNRR, to inform them that I am considering releasing this
information in response to your request, and to obtain any views that they
may have.
I will contact you again when I have their received response.
Yours sincerely
Howard Passman
Information Management Manager
Democratic & Legal Services Division
Southside, 5th Floor Taberner House
Park Lane, Croydon CR9 3JS
020 8726 6000 ext. 62318
www.croydon.gov.uk
www.croydononline.org (Community Website)
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From: Passman, Howard
Croydon Borough Council
23 April 2010
Dear Mr. Lawrence
Further to my email to you dated 17 March I have now been contacted by the
Coulsdon Neighbourhood Roads Representative (CNRR). I have been informed
that he has no objections to you being supplied with information as to
which entries within the PDF document you had previously been supplied
with related to issues that he raised with the Council.
Therefore please find attached a revised version on this document. Those
entries highlighted in yellow, relate to issues raised by the CNRR.
If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner can be contacted at:
o Information Commissioner's Office, Wycliffe House, Water Lane,
Wilmslow, Cheshire, SK9 5AF
Yours sincerely,
Howard Passman
Information Management Manager
Democratic & Legal Services Division
Southside, 5th Floor Taberner House
Park Lane, Croydon CR9 3JS
020 8726 6000 ext. 62318
www.croydon.gov.uk
www.croydononline.org (Community Website)
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Things to do with this request
- Add an annotation (to help the requester or others)
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Kevin Lawrence left an annotation ( 4 February 2010)
Complaint to ICO on 4-2-10
Link to this