Dear Aberdeen City Council,

Under the Freedom of Information Act 2000, I’d like to make a request regarding complaints filed against the roads regulated by your authority.

During these time periods:
01/04/2014 - 31/03/2015
01/04/2015 - 31/03/2016
01/04/2016 - 31/03/2017
01/04/2017 - 31/03/2018
01/04/2018 - 31/03/2019

Specifically, I’d like to request data on which roads have had the most complaints filed against them regarding their condition.

If this could include:
The specific roads which receive the most complaints regarding road conditions.
The amount of complaints received regarding condition for each of the roads above.

If I could please receive the data in a spreadsheet format, that would be fantastic. Feel free to get in touch if you require any clarification from myself.

Yours faithfully,

Russ Hunter

Foi Enquiries, Aberdeen City Council

2 Atodiad

Dear Mr Hunter,

 

Information enquiry reference EIR-20-0009.

 

Thank you for your recent request for information, which we received on 03
January 2020. 

 

The scheduled date for our response to your request for information is on
or before 31 January 2020. 

 

Please do not hesitate to contact us should you have any queries in the
meantime.

 

Yours sincerely,

 

[1]ACC_Crest_for Jennifer McDonald | Access to Information Officer
mac email
Aberdeen City Council | Access to Information Team |
Customer Feedback |Customer

Marischal College |Business Hub 6,  1^st Floor| Broad
Street | Aberdeen | AB10 1AQ

 

Dial: 01224 522166

[2]www.aberdeencity.gov.uk | Twitter: @AberdeenCC |
Facebook.com/AberdeenCC

 

IMPORTANT NOTICE: This e-mail (including any attachment to it) is
confidential, protected by copyright and may be privileged. The
information contained in it should be used for its intended purposes only.
If you receive this email in error, notify the sender by reply email,
delete the received email and do not make use of, disclose or copy it.
Whilst we take reasonable precautions to ensure that our emails are free
from viruses, we cannot be responsible for any viruses transmitted with
this email and recommend that you subject any incoming email to your own
virus checking procedures. Unless related to Council business, the
opinions expressed in this email are those of the sender and they do not
necessarily constitute those of Aberdeen City Council. Unless we expressly
say otherwise in this email or its attachments, neither this email nor its
attachments create, form part of or vary any contractual or unilateral
obligation. Aberdeen City Council's incoming and outgoing email is subject
to regular monitoring.

References

Visible links
2. http://www.aberdeencity.gov.uk/

Foi Enquiries, Aberdeen City Council

3 Atodiad

Dear Mr Hunter,

 

Thank you for your information request of 3 January 2020.  Aberdeen City
Council (ACC) has completed the necessary search for the information
requested. Our response is now detailed below.

 

I’d like to make a request regarding complaints filed against the roads
regulated by your authority.

During these time periods:

01/04/2014 - 31/03/2015

01/04/2015 - 31/03/2016

01/04/2016 - 31/03/2017

01/04/2017 - 31/03/2018

01/04/2018 - 31/03/2019

 

Specifically, I’d like to request data on which roads have had the most
complaints filed against them regarding their condition.

If this could include:

The specific roads which receive the most complaints regarding road
conditions.

The amount of complaints received regarding condition for each of the
roads above.

If I could please receive the data in a spreadsheet format

 

Please find attached: EIR-20-0009 – Road Complaints, showing the number of
complaints received for roads maintained by Aberdeen City Council in the
time periods requested.

 

We follow the Scottish Local Authority Complaints Handling Procedure.
Under this procedure, a ‘complaint’ is defined as “an expression of
dissatisfaction regarding our actions, or lack of action, or the standard
of service provided by us or on our behalf”.

 

There are some topics that cannot be considered as a ‘complaint’.
Instances where a customer was reporting road defects to us for the first
time would be passed through to our Roads and Footway Maintenance service
and would not be logged as ‘complaints’.

 

To ensure that we are answering your request to the fullest, we have also
included complaints that have been recorded in relation to road
conditions, e.g. delays in actioning reports of poor road condition. The
information provided in these complaints referenced that the road was
still in a poor condition. 

 

For more information on this matter please visit
[1]www.aberdeencity.gov.uk/complaints and refer to the ‘What is a
complaint?’ section.

 

 

INFORMATION ABOUT THE HANDLING OF YOUR REQUEST

 

As the information which you requested is environmental information, as
defined under Regulation 2(1) of the Environmental Information (Scotland)
Regulations 2004 (the EIRs), we considered that it was exempt from release
through FOISA, and must therefore give you notice that we are refusing 
your request under Section 39(2) of FOISA (Freedom of Information
(Scotland) Act 2002).  However, you have a separate right to access the
information which you have requested under Regulation 5 of the EIRs, under
which we have handled your request. Please refer to the attached PDF for
more information about your rights under the EIRs.

 

We hope this helps with your request.

 

Yours sincerely,

 

[2]ACC_Crest_for mac Tomina Egbuson | Access to Information Officer
email
Aberdeen City Council | Access to Information Team |
Customer Feedback |Customer

Marischal College | Business Hub 6 | 1^st Floor  |
Broad Street | Aberdeen | AB10 1AB

 

Dial: 01224 522166

[3]www.aberdeencity.gov.uk | Twitter: @AberdeenCC |
Facebook.com/AberdeenCC

 

 

IMPORTANT NOTICE: This e-mail (including any attachment to it) is
confidential, protected by copyright and may be privileged. The
information contained in it should be used for its intended purposes only.
If you receive this email in error, notify the sender by reply email,
delete the received email and do not make use of, disclose or copy it.
Whilst we take reasonable precautions to ensure that our emails are free
from viruses, we cannot be responsible for any viruses transmitted with
this email and recommend that you subject any incoming email to your own
virus checking procedures. Unless related to Council business, the
opinions expressed in this email are those of the sender and they do not
necessarily constitute those of Aberdeen City Council. Unless we expressly
say otherwise in this email or its attachments, neither this email nor its
attachments create, form part of or vary any contractual or unilateral
obligation. Aberdeen City Council's incoming and outgoing email is subject
to regular monitoring.

References

Visible links
1. http://www.aberdeencity.gov.uk/complaints
3. http://www.aberdeencity.gov.uk/

Gadawodd sharon neish anodiad ()

Having previously requested information on a particular road in Aberdeen I would suggest that the council class people reporting a problem with a road such as a pothole as an enquiry rather than a complaint. In the detailed information I received one road had between March 16 and March 18 8 'members enquiries'.