Rentokil/ bug infestations

Ref: TfL104224

Dear Andy

Thank you for your email received by Transport for London (TfL) on 15
March 2010. I am sorry for the delay in acknowledging your request.

You have asked for correspondence (internal/external) with information on
the claims made by Rentokil on the topic of bus infestation on London's
buses and trains/tube. Also a summary of all complaints received regarding
bus infestation.

We will deal with your request as soon as possible and in any case provide
you with a response by 12 April 2010.

In the meantime, if you have any queries or would like to discuss your
request, please do not hesitate to contact me.

Kind regards

Transport for London
Customer Relations

show quoted sections

Ref: TfL104224

Dear Mr Mabbett

Thank you for your email received by Transport for London (TfL) on 15
March 2010. I am sorry for the delay in responding to you.

You have asked for correspondence (internal/external) with information on
the claims made by Rentokil on the topic of bus infestation on London's
buses and trains/tube. Also a summary of all complaints received regarding
bus infestation.

Your request is being considered under the Freedom of Information Act.
Unfortunately we will not be able to resolve your request within the
statutory 20 working day deadline. This is because the response is being
finalised.

We will respond as soon as possible.

Please accept my apologies for this delay and any inconvenience it may
cause you. In the meantime, if you have any queries relating to your
request, please do not hesitate to contact me.

If you are not satisfied with this response, please read the attached
help-sheet entitled `Your Right to Appeal'.

Kind regards

Transport for London
Customer Relations

Your Right to Appeal

Internal Review

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision.

The internal review will be conducted by someone other than the person who
made the original decision, in accordance with the complaints procedure
published on our website at [1]www.tfl.gov.uk/foi

Requests for internal review should be addressed to:

Head of Information Access and Compliance

Floor 5, Windsor House

42 - 50

Victoria Street

London

SW1H 0TL

E-mail: [2][email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

A complaint form is available on the Information Commissioner's Office
website at [3]www.ico.gov.uk

show quoted sections

Ref: TfL104224

Dear Mr Mabbett

Thank you for your email received by Transport for London (TfL) on 15
April 2010, regarding the time taken to provide you with a response.

We're currently in communication with colleagues from across TfL and have
requested that the information you have asked for is made available as
soon as possible. As I'm sure you can appreciate, this is a lengthy
process. Once we have all of the information, it will then be checked for
accuracy and will be presented in a user-friendly format.

I'm sorry for the inconvenience and frustration this has caused. Please be
assured that we're working to resolve this matter as quickly as possible.

We should have provided a contact name when we sent our previous reply to
you. For that, we apologise.

Should you wish to contact us, you can do so by email at
[1][TfL request email], or by post at:

TfL Customer Relations

4^th Floor, Zone Y5

14 Pier Walk, North Greenwich

London

SE10 0ES

We hope the explanation provided has been helpful. Please feel free to
contact us should you have any future queries.

If you are, however, not satisfied with this response, please read the
information below, entitled `Your Right to Appeal'.

Kind regards

Andrew Chillingsworth
Correspondence Manager

TfL Customer Relations

Your right to appeal

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision. The
internal review will be conducted by someone who was not involved in the
processing of your original request, in accordance with the complaints
procedure published on our website at www.tfl.gov.uk/foi

Requests for internal review should be addressed to:

Head of Information Access and Compliance

Floor 5, Windsor House

42-50 Victoria Street

London

SW1H 0TL

E-mail: [email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

A complaint form is available on the Information Commissioner's Office
website at

[2]www.ico.gov.uk

Copyright

Any copyright in the material provided with this response is owned by TfL
or one of its subsidiary companies unless otherwise stated. The disclosure
of information does not give the person or organisation who receives it an
automatic right to re-use it in a way that would otherwise infringe
copyright (for example, by making copies, publishing it, or issuing copies
to the public). Brief extracts of the material may be reproduced under the
fair dealing provisions of the Copyright, Designs and Patents Act 1998
(sections 29 and 30) for the purposes of research for non-commercial
purposes, private study, criticism, review and news reporting. In respect
of use for criticism, review and news reporting, any reproduction must be
accompanied by an acknowledgement that TfL or one of its subsidiary
companies is the copyright owner.

Re-use

If you would like to re-use the information supplied with this response
please contact TfL using the details provided in the attached letter.
Requests for re-use will be considered in accordance with the Re-use of
Public Sector Information Regulations 2005.

show quoted sections

References

Visible links
1. mailto:[TfL request email]
2. http://www.ico.gov.uk/

Ref: TfL104224

Dear Mr Mabbett

Thank you for your email received by Transport for London (TfL) on 15
March 2010. First of all, I'm sorry for the delay in responding to you.

You have asked for correspondence (internal/external) relating to claims
made by Rentokil, on the topic of infestation on London's buses and
trains/tube. You have also requested a summary of all complaints received
regarding bus infestation.

Your request has been considered under the requirements of the Freedom of
Information Act.

Unfortunately, TfL does not hold any documents regarding Rentokil's
claims, nor do we hold any documented apology, clarification or correction
from Rentokil regarding this matter.

Following publication of the Rentokil article, TfL's Press Office issued
the following press release:

"Rentokil has provided us with no evidence to support these claims and
have not been in touch with us about their product. They are a private
company who obviously have a product to sell.

London Underground's occupational hygiene specialists undertake full
examination of trains and have found no evidence whatsoever of any
infestation. Our trains are cleaned after every working day, and deep
cleaned every 14 days to maintain the highest levels of cleanliness.

Likewise, London's bus fleet is cleaned after every shift and buses are
deep cleaned every month."

Please see attached a redacted copy of an email received from the
publishing newspaper to one of TfL's Senior Press Officers.

TfL received three enquiries addressed to the Mayor's office. Copies of
the questions and responses can be viewed by selecting the link below:

[1]http://mqt.london.gov.uk/mqt/public/ques...

[2]http://mqt.london.gov.uk/mqt/public/ques...

[3]http://mqt.london.gov.uk/mqt/public/ques...

With regards to the number of complaints, queries or concerns raised by
members of the public about this issue, in the month of March 2010, we are
unable to provide this information as we do not record complaints by
category.

To ascertain if we received complaints during March 2010 regarding this
issue, we would need to read through all of the complaints received during
March 2010. Unfortunately, to provide this information would exceed the
`appropriate limit' of £450 set by the Freedom of Information
(Appropriate Limit and Fees) Regulations 2004.

Under section 12 of the FOI Act, we are not obliged to comply with a
request if the cost of determining whether we hold the information,
locating and retrieving it and extracting it from other information would
exceed the appropriate limit.

I am sorry that I am unable to provide you with the requested information.
Please do not hesitate to contact me if you require further assistance.

Please see the attached information sheet for details of your right to
appeal as well as information on copyright and what to do if you would
like to re-use any of the information we have disclosed.

Yours sincerely

Andrew Chillingsworth

Customer Relations Manager

Transport for London (TfL)

Your right to appeal

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision. The
internal review will be conducted by someone who was not involved in the
processing of your original request, in accordance with the complaints
procedure published on our website at www.tfl.gov.uk/foi

Requests for internal review should be addressed to: 

Head of Information Access and Compliance

Floor 5, Windsor House

42-50 Victoria Street

London

SW1H 0TL

E-mail: [email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

A complaint form is available on the Information Commissioner's Office
website at

[4]www.ico.gov.uk

Copyright  

Any copyright in the material provided with this response is owned by TfL
or one of its subsidiary companies unless otherwise stated. The disclosure
of information does not give the person or organisation who receives it an
automatic right to re-use it in a way that would otherwise infringe
copyright (for example, by making copies, publishing it, or issuing copies
to the public). Brief extracts of the material may be reproduced under the
fair dealing provisions of the Copyright, Designs and Patents Act 1998
(sections 29 and 30) for the purposes of research for non-commercial
purposes, private study, criticism, review and news reporting. In respect
of use for criticism, review and news reporting, any reproduction must be
accompanied by an acknowledgement that TfL or one of its subsidiary
companies is the copyright owner.

Re-use

If you would like to re-use the information supplied with this response
please contact TfL using the details provided in the attached letter.
Requests for re-use will be considered in accordance with the Re-use of
Public Sector Information Regulations 2005.

 

show quoted sections

References

Visible links
1. http://mqt.london.gov.uk/mqt/public/ques...
2. http://mqt.london.gov.uk/mqt/public/ques...
3. http://mqt.london.gov.uk/mqt/public/ques...
4. http://www.ico.gov.uk/