Automated-Only Response To Written Complaints 2014-2019

Mae'r ymateb i'r cais hwn yn hwyr iawn. Yn ôl y gyfraith, ym mhob amgylchiad, dylai Bury Metropolitan Borough Council fod wedi ymateb erbyn hyn. (manylion). Gallwch gwyno drwy yn gofyn am adolygiad mewnol.

Dear Bury Metropolitan Borough Council,

Please can you give the total number of written complaints received by the council, by year, from 2014 to 2019 (year to date) that only got an automated acknowledgement and / or a response assigning a case/reference number but haven't to date received a written response by a staff member at the council.

Yours faithfully,

Mr David Smith

Customer Contact Team, Bury Metropolitan Borough Council

6 Atodiad

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Customer Contact Team

________________________________

Thank you for contacting us, we aim to reply as soon as possible and this e-mail box is checked regularly.

Our normal working hours are 8.45am to 5.00pm Monday to Friday, excluding bank holidays.

You can use our online service to report a problem using this link https://www.bury.gov.uk/reportaproblem

Outside our working hours and only if the issue requires immediate attention please telephone our emergency team on 0161 253 6606.

Customer Contact Team
Bury Council
.

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________________________________
Did you know what services are available at Whittaker St Council Offices Digital Hub in Radcliffe?

Monday to Friday 9am to 4.45pm

7 Internet Access pc's available for customers you will either need a library card or we can join you if you bring ID

Monday to Friday 9am to 4.45pm

An additional 7 pcs with access to Bury Council and Direct Gov with freephones to contact council offices/Six Town Housing and Step Change Debt Charity.

Wednesday 9.30am - 12.30pm

Citizens Advice Drop in Session.

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Bury Metropolitan Borough Council

 Customer Contact Team

--------------------------------------------------------------------------

Thank you for contacting us regarding your FOI Request, your request has
been passed to the appropriate departments(s):

Resources and Regulation

Should you need to speak to us regarding this, your reference is: 
3224301.

If you have any further questions about this issue please E-mail
[1][Bury Council request email] quoting your reference number.

Customer Contact Team
Bury Council

[2][IMG] [3]Receive your council tax bill by e-mail.
Help reduce costs and preserve the environment
[4][IMG] [5]Pay your council tax bill by direct debit
[6][IMG] [7]Find out when we will empty your bins

dangos adrannau a ddyfynnir

Council Tax, Bury Metropolitan Borough Council

I can confirm that all FOI requests received are acknowledged by each
department separately and either a full reply sent or a letter requesting
further information in support of the request sent by the relevant

 

Please advise if the it is a specific request you would like checking

 

Regards

 

Bury Council

 

 

 

 

From: [1][email address]
[[2]mailto:[email address]]
Sent: 05 June 2019 08:46
To: Freedom Of Information Customer Support & Collections
<[3][email address]>
Subject: Freedom of Information Request Contact Centre

 

     Customer Contact Team

--------------------------------------------------------------------------

Call details (Crm number): 3224301 Recorded: 05/06/2019 08:45:58

Name/Business: David Smith
Address: 

Contact Number: , Mobile Phone: 

Email Address: [4][FOI #580618 email]

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Freedom of Information Request for Customer Support and Collections

Teams selected: Contact Centre
Freedom of Information request - Automated-Only Response To Written
Complaints 2014-2019.

Dear Bury Metropolitan Borough Council,

Please can you give the total number of written complaints received by
the council, by year, from 2014 to 2019 (year to date) that only got an
automated acknowledgement and / or a response assigning a case/reference
number but haven't to date received a written response by a staff member
at the council.

Yours faithfully,

Mr David Smith

The request has been sent to the following departments: Resources and
Regulation

If you have any further questions about this issue please ring 5353, or
Email [5][Bury Council request email] quoting the CRM reference
number. 

--------------------------------------------------------------------------

Yours faithfully
Customer Contact Team
Bury Council

dangos adrannau a ddyfynnir

Dear Council Tax,

Thanks for your reply.

Apologies, to clarify, I mean complaints received by the council (not FOI requests), for example via the Bury Council website 'Reporting' mechanism (https://www.bury.gov.uk/index.aspx?artic...) or the 'Resolver' service (https://www.resolver.co.uk/).

Thanks in advance for your help.

Yours sincerely,

Mr David Smith

Council Tax, Bury Metropolitan Borough Council

2 Atodiad

Dear Customer

Thank you for your e-mail. We aim to issue a reply as soon as possible and please be aware that all of our emails received are dealt with in date order so we thank you in advance for your patience.

If you are telling us about a change of address, we may need more information from you in order to amend your account. Please visit www.bury.gov.uk/counciltaxmove<http://www.bury.gov.uk/counciltaxmove> where you can provide us with this information.

Did you know you could have your Council Tax bill sent to you by e-mail and that you can pay your account by direct debit?
[cid:image001.gif@01D10B27.AF8341E0]

Receive your council tax bill by e-mail.<http://www.bury.gov.uk/ebills>
Help reduce costs and preserve the environment

[cid:image002.gif@01D10B27.AF8341E0]

Pay your council tax bill by direct debit<http://www.bury.gov.uk/directdebit>

Did you know what Services are Available at Whittaker St Reception?

Monday to Friday 9am to 4.45pm

7 Internet Access pc's; 2 hour slots available for customers you will either need a library card or we can join you if you bring ID

Wednesday 9.30am - 12.30pm

Citizens Advice Drop in Session.
Alternatively book an appointment on another day telephone 253 7091.

Monday to Friday 9am to 4.45pm

An additional 7 pcs with access to Bury Council and Direct Gov and freephones to contact council offices/National Careers Service/Step Change Debt Charity.

Yours faithfully

Council Tax Team

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dangos adrannau a ddyfynnir

Dear Council Tax,

Please can you provide an update on this FOI request as it is now delayed.

Yours sincerely,

Mr David Smith

Dear Council Tax,

Please, can I have an update Bury Council on this FOI request?

Thanks in advance.

Yours sincerely,

Mr David Smith

Bury Metropolitan Borough Council

Dear Mr Smith

Further to your email dated 23 July 2019, please advise what the FOI request related to as unfortunately there were no details in the email which we received.

We await hearing from you.

Kind regards

Council Tax Officer
Civica on behalf of Bury Council

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dangos adrannau a ddyfynnir

Dear Bury Metropolitan Borough Council,

The original request was assigned the reference number 3224301.

The text of the original request sent on 03rd June 2019 is:
"Dear Bury Metropolitan Borough Council,

Please can you give the total number of written complaints received by the council, by year, from 2014 to 2019 (year to date) that only got an automated acknowledgement and / or a response assigning a case/reference number but haven't to date received a written response by a staff member at the council.

Yours faithfully,

Mr David Smith"

The original request is also available on the WhatDoTheyKnow website located at: https://www.whatdotheyknow.com/request/a...

I look forward to your prompt response.

Yours faithfully,

Mr David Smith

Customer Contact Team, Bury Metropolitan Borough Council

6 Atodiad

[cid:image001.gif@01D3676F.AD492880]<http://www.bury.gov.uk/EmailAutoReply/Bu...>

Customer Contact Team

________________________________

Thank you for contacting us, we aim to reply as soon as possible and this e-mail box is checked regularly.

Our normal working hours are 8.45am to 5.00pm Monday to Friday, excluding bank holidays.

You can use our online service to report a problem using this link https://www.bury.gov.uk/reportaproblem

Outside our working hours and only if the issue requires immediate attention please telephone our emergency team on 0161 253 6606.

Customer Contact Team
Bury Council
.

[cid:image003.jpg@01D18A63.2D7961A0]<http://www.bury.gov.uk/EmailAutoReply/Em...>

Receive your council tax bill by e-mail.<http://www.bury.gov.uk/ebills>
Help reduce costs and preserve the environment

[cid:image004.jpg@01D18A63.2D7961A0]<http://www.bury.gov.uk/EmailAutoReply/DD...>

Pay your council tax bill by direct debit<http://www.bury.gov.uk/directdebit>

[cid:image008.jpg@01D18A63.2D7961A0] <http://www.bury.gov.uk/EmailAutoReply/Bi...>

Find out when we will empty your bins and sign-up for e-mail reminders<http://www.bury.gov.uk/bincollections>

[cid:image009.jpg@01D18A63.2D7961A0]<http://www.bury.gov.uk/EmailAutoReply/Em...>

Access your Business Rate Account on-line and receive your bill by email?
http://www.bury.gov.uk/brebills

[cid:image010.jpg@01D18A63.2D7961A0]<http://www.bury.gov.uk/EmailAutoReply/DD...>

Pay your Business Rate Account by direct debit?<http://www.bury.gov.uk/index.aspx?articl...>

Data Protection agreement
We may ask for some personal information (such as name, address, etc.) in order to fulfil your request for information or services. This information will be held securely and processing will be performed in line with the requirements of the Data Protection Act 2018 and the General Data Protection Regulation. Further details about how we process personal data can be found in our privacy notice https://www.bury.gov.uk/index.aspx?artic...

________________________________
Did you know what services are available at Whittaker St Council Offices Digital Hub in Radcliffe?

Monday to Friday 9am to 4.45pm

7 Internet Access pc's available for customers you will either need a library card or we can join you if you bring ID

Monday to Friday 9am to 4.45pm

An additional 7 pcs with access to Bury Council and Direct Gov with freephones to contact council offices/Six Town Housing and Step Change Debt Charity.

Wednesday 9.30am - 12.30pm

Citizens Advice Drop in Session.

-----------------------------------------------------------------
Why not visit our website www.bury.gov.uk

dangos adrannau a ddyfynnir

Dear Customer Contact Team,

Please, can I get an update on this outstanding FOI request?

Yours sincerely,

Mr David Smith

Customer Contact Team, Bury Metropolitan Borough Council

Good morning

Do you have your reference number for the FOI or the date you sent your original request so we can trace the enquiry.
This would be greatly appreciated.

Regards

Customer Contact Team
T: 0161 253 5353 | E: [Bury Council request email]
Customer Support and Collections, Whittaker Street, Radcliffe, Manchester, M26 2TD

dangos adrannau a ddyfynnir

Dear Customer Contact Team,

Good morning.

Thanks for your e-mail.

The original request was made on 03rd June 2019.

The original text from the request was: "Dear Bury Metropolitan Borough Council,

Please can you give the total number of written complaints received by the council, by year, from 2014 to 2019 (year to date) that only got an automated acknowledgement and / or a response assigning a case/reference number but haven't to date received a written response by a staff member at the council.

Yours faithfully,

Mr David Smith".

Acknowledgement of the request was sent by the Customer Contact Team on 03rd June 2019 and received by myself on the same date.

A reference number of '3224301' was assigned on the 05th June 2019 by the Customer Contact Team.

As I'm sure you'll already be aware, the response to this request is long overdue and, by law, under all circumstances, the Council should have responded by now.

Please do let me know if you require any further information.

Yours sincerely,

Mr David Smith

Freedom Of Information Customer Support & Collections, Bury Metropolitan Borough Council

Hi David
The reply to this FOI request has already been sent on 19.6.19, please see below :

From: Eland, Andrew On Behalf Of Council Tax
Sent: 19 June 2019 11:43
To: '[FOI #580618 email]' <[FOI #580618 email]>
Subject: FW: Freedom of Information Request Contact Centre Smith

I can confirm that all FOI requests received are acknowledged by each department separately and either a full reply sent or a letter requesting further information in support of the request sent by the relevant

Please advise if the it is a specific request you would like checking

Regards

Bury Council

Regards

Lynda Smith | Bury Council | Customer Support & Collections | Admin Team Leader

dangos adrannau a ddyfynnir

Dear Freedom Of Information Customer Support & Collections,

Please see my follow up to that e-mail below sent on 22nd June 2019:

"Thanks for your reply.

Apologies, to clarify, I mean complaints received by the council (not FOI requests), for example via the Bury Council website 'Reporting' mechanism (https://www.bury.gov.uk/index.aspx?artic...) or the 'Resolver' service (https://www.resolver.co.uk/).

Thanks in advance for your help.

Yours sincerely,

Mr David Smith"

In case it's helpful, a full timeline of this request is available at this web address for your reference: https://www.whatdotheyknow.com/request/a...

The original FOI was in relation to written complaints, not FOI requests, hence my follow-up.

Thanks in advance.

Yours sincerely,

Mr David Smith

Dear Freedom Of Information Customer Support & Collections,

Is there any update from my previous e-mail on the 7th September? I think it's fair to say there's a degree of confusion in dealing with this outstanding request.

By law, under all circumstances, Bury Council should have responded to the original request submitted on the 03 June.

Yours sincerely,

Mr David Smith

Davenport, Ian, Bury Metropolitan Borough Council

Mr Smith,

 

I apologise for the confusion in the earlier reply that you received,
hopefully the following covers the information you were after.

 

All complaints received in the council receive a full written response and
the only complaints that would only have an acknowledgement would be those
that are current and received within the last 20 days and are awaiting a
response. 

 

With regards to your latest email.  We do not use the resolver.co.uk
service and all complaints need to be submitted directly to the council
either by web (on the link you included), letter, email, in person or by
phone.

 

Regards

 

Ian Davenport

Acting Head of Service

Customer Support and Collections

Bury Council

PO Box 68

Radcliffe

M26 2YJ

 

 

From: Mr David Smith
[[1]mailto:[FOI #580618 email]]

Sent: 07 September 2019 09:54

To: Freedom Of Information Customer Support & Collections
<[2][email address]>

Subject: Re: Reply to FOI request

 

Dear Freedom Of Information Customer Support & Collections,

 

Please see my follow up to that e-mail below sent on 22nd June 2019:

 

"Thanks for your reply.

 

Apologies, to clarify, I mean complaints received by the council (not FOI
requests), for example via the Bury Council website 'Reporting' mechanism
([3]https://www.bury.gov.uk/index.aspx?artic...) or the 'Resolver' service
([4]https://www.resolver.co.uk/).

 

Thanks in advance for your help.

 

Yours sincerely,

 

Mr David Smith"

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References

Visible links
1. mailto:[FOI #580618 email]
2. mailto:[email address]
3. https://www.bury.gov.uk/index.aspx?artic
4. https://www.resolver.co.uk/

Dear Davenport, Ian,

Many thanks for your reply and information - much appreciated.

For the avoidance of any doubt, whilst I appreciate it is the council's policy to issue a full written response to all complaints within 20 days, can I confirm that this has actually taken place and, between the reference dates of the original request - 01/01/2014 to 03/06/2019 inclusive, the total number of complaints over 20 days old received by the council that haven't received a full written response from a member of staff at the council is zero?

Yours sincerely,

Mr David Smith