Complaints made against the county council

Roedd y cais yn llwyddiannus.

Alessandro Sorrentino

To whom it may concern,

I am writing to you under the Freedom of Information Act 2000 to request the following information from your county council. All requests for information within this FOI relate to the years between 2007 and 2017. I would also request the information for 2018, between the dates January 1st 2018 and August 28th 2018.

Please provide the following information:

1) For the years provided, how many complaints against the councilhave been registered by your county council? For reference, a complaint against a council may consist purely on an administrative error or it may also include a potentially criminal act and/or infringements of a complainants civil rights (legal and/or human rights).

2) In relation to the above questions, how many ended up being dealt with the following:
A) The Local Government Ombudsmen
B) The Police
C) Solicitors and/or the courts
D) Internally between the county council and the person(s) who issued the complaint.

Please provide the information in the form of an Excel document.

If it is not possible to provide the information requested due to the information exceeding the cost of compliance limits identified in Section 12, please provide advice and assistance, under the Section 16 obligations of the Act, as to how I can refine my request.

If you can identify any ways that my request could be refined I would be grateful for any further advice and assistance.

If you have any queries please don’t hesitate to contact me via email or phone and I will be very happy to clarify what I am asking for and discuss the request, my details are outlined below.

Thank you for your time and I look forward to your response.

Yours faithfully,
Alessandro Sorrentino

Access Information, Staffordshire County Council

Our Ref: GA8003

Dear Alessandro

Thank you for your request for information.

Your request is being dealt with under the terms of the Freedom of Information Act 2000 and will be answered within twenty working days.

If you have any queries about this request, please do not hesitate to contact me. Please remember to quote the reference number above in any future communications.

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

Dear Alessandro Sorrentino

Thank you for your request for information.

Please find information provided by the relevant service area(s) set out below / attached.

Because of the file size information will be provided separately by secure file transfer.

Information concerning complaints is collated in annual reports. The Annual complaints reports are updated every year once they have been approved by Scrutiny. There did not used to be a Corporate Annual Report as each Department used to do their own complaints and there was no centrally available figures other than those provided. The data for the Corporate Annual report for 17/18 will not be available until it's been until approximately November 2018 - so that info isn't currently available.

Data to be provided include 'corporate/service' complaints and information concerning statutory complaint processes for adult social care and children & family services.

If you have any queries or require any further information please do not hesitate to contact me.

If you have any comments relating to how your request has been handled by our authority you should contact us in the first instance.  Send your comment or complaint to:

Lian Stibbs, Access Manager, Information Governance, Information Governance Unit, Staffordshire County Council, 1 Staffordshire Place, Stafford ST16 2DH

or email [email address]

If you then have any further comments relating to how your request has been handled by our authority, please contact the Information Commissioner, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Regards
  
David Portch

Information Governance Unit
Staffordshire County Council
1 Staffordshire Place
Stafford
ST16 2DH

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

Email 1 - Complaints annual reports

Files attached to this message

Filename Size Checksum (SHA256)
Adults 1.48 9dfe9f75ad7c17004eb79722ffc224791c2cfd4c42c1dd0c692607bf79a7507d
2006-07 MB
Annual
Report1.pdf
Adults Annual 1.7 83020e8ec11ff10bb991101b3852d6d003a0c7b17a35524633a78220d9e90d4e
Report MB
2007-2008
Final.pdf
Adults Annual 1.81 9c1d99982d4b9b7056b30ca62770169175dbc87976f2eb5584abc7bda65507df
Report MB
2008-2009 -
revised.pdf
Adults Annual 1.61 3e3db16d20b18dc7934e9df6c366deedacb7a48bf0d5f0b6f9fe7883ac14a754
Report MB
2009-2010.pdf
Adults Annual 1.64 7103ac2e7817e6567982c1171e9025254c89ab00f0f03661579999d9bfe96f63
Report MB
2010-2011.pdf
Adults Annual 1.25 0e9b5eeb7078923d437c596d2a6d0cc698c9a4599be51c4c6e40a0c99b2535b4
Report MB
2011-12
v1.pdf

Please click on the following link to download the attachments:
[1]https://filetransfer.staffordshire.gov.u...

This email or download link can not be forwarded to anyone else.

The attachments are available until: Friday, 19 October.

Message ID: 1Y2SfD50lAplRcIHpPbPsy

[2]Download Files

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[4]LiquidFiles Appliance: [5]https://filetransfer.staffordshire.gov.uk

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Portch, David (S,G&C), Staffordshire County Council

Email 2 - Complaints reports

Files attached to this message

Filename Size Checksum (SHA256)
Adults 1.42 34d10f3b21cd708f72df926d7e1f79f894c89cb1cf1b5406ba71128bffe2c107
Feedback MB
and
Complaints
Annual
Report 2012
- 13-
Final.pdf
Adults 1.52 7fbba20c30b1e0feb96ce65b7ef86db7bb2a3ca14d56c766d9f68264b1079c27
Social Care MB
Complaints
Annual
Report
2013-14.pdf
Adults 2.07 06593b071bff50cedeb36aef34b59ee782fb3bafe7b1b1009da87d4f8726794a
Social Care MB
Complaints
Annual
Report
2014-15.pdf
Adults 1.93 8cb7ded40410d10f83f6a1496299f65e04eee2cfd647887f60267fc56d6950c3
Social Care MB
Complaints
Annual
Report
2015-16.pdf
Adults 2.02 3ad0b522fc0ee44faeb5d2873944c98d2135426f2929d1afd2e8021795f8955f
Social Care MB
Complaints
Annual
Report
2016-17 -
Final.pdf
Adults 1.91 954f4a228945be42d13e621b4844524bfebde761056192f67ef1522a13f5386d
Social Care MB
Complaints
Annual
Report
2017-18 v2
- Final.pdf

Please click on the following link to download the attachments:
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Portch, David (S,G&C), Staffordshire County Council

Email 3 - Complaints annual reports

Files attached to this message

Filename Size Checksum (SHA256)
CF Annual 1.33 bc43c57bd76ffd86b466083d29e3416a05e2c883965660988e60359971532537
Report - MB
Childrens
Services -
2012-13.pdf
CF Annual 529 a3c20f9ccb40893404016aa289fe4bd8a074f9b841f29a8119e017b36bb1b043
Report 08.09 KB
FINAL.pdf
CF Annual 850 b7e240b51028be93cc244b9be3e1014d0549fb903f269ac0033a8cff07c04782
Report KB
09.10.pdf
CF Annual 1.01 d0181832e96a5c9e9996fc0e5e68fbaf5eec1045b4b79a71ef064307aa441ceb
Report MB
2007-08_.pdf
CF Annual 1.2 d31bf6de70597da6c5534631991d69986b496ac2a016b498f4b51e8f04b4ac12
Report MB
Children and
Families
Services
14-15.pdf
CF Annual 1.21 62c1147fb2c38d021a5c2fad0e25719ad8108cd1f80c9c32c672a55758ea797e
Report MB
Children and
Families
Services
15-16
Final.pdf
CF Annual 1.09 2de7712cfa60d0476de78343557206f94605234c5b10baf3c39514979b42c76f
Report MB
Children and
Families
Services
16-17.pdf
CF Annual 1.04 8fc5716da005af59f8583135438b336cf9d17297cae5aa23d698e1ec77e2f2ed
Report MB
Children and
Families
Services 17
18 docx.pdf
CF Customer 1.01 46166afdec5ae87cad002754b9cee2e2a67199ed23e9675339344f67b855105d
Feedback and MB
Complaints
Team -
Statutory
Anuual
Report -
Childrens
Services
Final
Version.pdf
Childrens 1.07 ecf5eb5d086dc00411a682435baa86c5fe09556569836ac5a26324943cb2be0e
Social MB
Services
Annual
Report -
2013-14
FINAL
VERSION.PDF

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Portch, David (S,G&C), Staffordshire County Council

Email 4 - Complaints annual reports

Files attached to this message

Filename Size Checksum (SHA256)
Complaints 674 9239ed08e6e6034ac765d33f1795bcc99cbbd901f5858358bc7f079326eebac4
Proc Stat KB
revision
2011 V4.pdf
Corporate 781 ce7fda1d6b029ff15680bdbc804556c2960fafd4cd693c7650a1debc6fd4e7ec
Annual KB
Report
2015-16
V1.pdf
Corporate 1.57 f4459dc15513ffa1ca75b45be4cf1500ad7266f9c6ce169fcd248d2410fd18df
Complaints MB
Annual
Report
2016-17.pdf
Corporate 799 e9dd4c0a82a4090ec8d2f7310fb7d4a8ea4052c7d83dbff9fbf5d658da65391a
Feedback KB
2012-2013
Annual
Report
(final
draft).pdf
Corporate 1.73 68c5fe2a764b751cc55dac10de617fcf9f589c81f5bf4f441569f3d3a4081db7
Feedback MB
2013-2014
(Updated
draft).pdf

Please click on the following link to download the attachments:
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Alessandro Sorrentino

Dear Portch, David (S,G&C),

How do I access the files? I've received multiple message and I'm unsure how to access the documents.

Yours sincerely,
Alessandro Sorrentino

Portch, David (S,G&C), Staffordshire County Council

1 Atodiad

Dear Alessandro

My apologies on two counts.

Firstly, I had issues trying to send SFT whilst working from home yesterday - you may, therefore, have received far more emails than needed. The four emails you need are the last four - titled GA8003 FOI request response - 1 (2, 3 & 4).

Secondly, as I have not sent SFT externally before I did not realise that it works differently than for ourselves internally. I understand that you may need to set up an account - instructions are attached.

I hope this helps.

Apologies again for any inconvenience.

Regards
  
David Portch

Information Governance Unit
Staffordshire County Council
1 Staffordshire Place
Stafford
ST16 2DH

Telephone:  01785 278176

dangos adrannau a ddyfynnir

Alessandro Sorrentino

Dear Portch, David (S,G&C),

Many thanks for your quick response. However, I've not received an email with my details - This may be because I'm using WhatDoTheyKnow. If you can let me know of a suitable way to solve this issue, that would be great.

Yours sincerely,
Alessandro Sorrentino

Portch, David (S,G&C), Staffordshire County Council

Dear Alessandro

It could be that WhatDoTheyKnow is not compatible with SFT transfer.

There are three options

1/ I will send attachments to the WhatDoTheyKnow email address provided - Because of limits on file size I will first try to Zip the files to compress the file size - I will try to do this now. (I will send you a separate email to let you know when sent)

2/ If this fails I will send to you by multiple emails with attachments.

3/ The other option is for you to provide a personal/business email address for me to use SFT transfer to make documents available to you.

Regards
  
David Portch

Information Governance Unit
Staffordshire County Council
1 Staffordshire Place
Stafford
ST16 2DH

Telephone:  01785 278176

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

1 Atodiad

  • Attachment

    GA8003 documents folder 1.zip

    5.6M Download

Dear Alessandro

Please can you confirm that you have received this email & are able to access the documents in the Zip folder

Regards
  
David Portch

Information Governance Unit
Staffordshire County Council
1 Staffordshire Place
Stafford
ST16 2DH

Telephone:  01785 278176

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

Dear Alessandro

My apologies for the delay. After I sent you an email on Friday my laptop updated & then stopped working. Our IT support have only just got me up & running this morning. I will try to send attachments as soon as I can but this may not be until later/tomorrow.

Regards
  
David Portch

Information Governance Unit
Staffordshire County Council
1 Staffordshire Place
Stafford
ST16 2DH

Telephone:  01785 278176

dangos adrannau a ddyfynnir

Alessandro Sorrentino

Dear Portch, David (S,G&C),

Many thanks, but in the above attached folder I seem to only have the years 2006 to 2012 and not 2013 to 2017, as shown in the previous messages

Yours sincerely,
Alessandro Sorrentino

Portch, David (S,G&C), Staffordshire County Council

Hi Alessandro

Apologies again. Having sent the email with ZIP folder attached I have had more IT problems which have prevented me from replying to you.

I will attempt to send the remaining data to you now. Because of file size restrictions for sending emails to external email addresses data will have to be sent in a number of separate emails.

Regards
  
David Portch

Information Governance Unit
Staffordshire County Council
1 Staffordshire Place
Stafford
ST16 2DH

Telephone:  01785 278176

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

1 Atodiad

  • Attachment

    GA8003 documents folder 1.zip

    5.6M Download

Hi Alesandro

 

I assume this is the folder/data you – The rest to follow. Please let me
know if any further issues (I will get a notification at this end if email
fails to send)

 

Regards

  

David Portch

 

Information Governance Unit

Staffordshire County Council

1 Staffordshire Place

Stafford

ST16 2DH

 

Telephone:  01785 278176

 

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

1 Atodiad

  • Attachment

    GA8003 documents folder 2a.zip

    3.7M Download

 

 

Regards

  

David Portch

 

Information Governance Unit

Staffordshire County Council

1 Staffordshire Place

Stafford

ST16 2DH

 

Telephone:  01785 278176

 

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

1 Atodiad

  • Attachment

    GA8003 documents folder 2b.zip

    4.5M Download

 

 

Regards

  

David Portch

 

Information Governance Unit

Staffordshire County Council

1 Staffordshire Place

Stafford

ST16 2DH

 

Telephone:  01785 278176

 

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

1 Atodiad

  • Attachment

    GA8003 documents folder 3.zip

    3.8M Download

 

 

Regards

  

David Portch

 

Information Governance Unit

Staffordshire County Council

1 Staffordshire Place

Stafford

ST16 2DH

 

Telephone:  01785 278176

 

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

1 Atodiad

  • Attachment

    GA8003 documents folder 4.zip

    4.1M Download

 

 

Regards

  

David Portch

 

Information Governance Unit

Staffordshire County Council

1 Staffordshire Place

Stafford

ST16 2DH

 

Telephone:  01785 278176

 

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

1 Atodiad

  • Attachment

    GA8003 documents folder 5.zip

    4.5M Download

 

 

Regards

  

David Portch

 

Information Governance Unit

Staffordshire County Council

1 Staffordshire Place

Stafford

ST16 2DH

 

Telephone:  01785 278176

 

dangos adrannau a ddyfynnir

Portch, David (S,G&C), Staffordshire County Council

Hi Alessandro

 

I have sent data in 6 emails with ZIP folder attachments titled email 1,
2a, 2b, 3, 4, 5.

 

Our system now shows that these have been sent & have been delivered.

 

These include all the data provided to us by the service area(s) in answer
to your request.

 

My apologies again that it has taken so long to (hopefully now) have got
everything to you.

 

Regards

  

David Portch

 

Information Governance Unit

Staffordshire County Council

1 Staffordshire Place

Stafford

ST16 2DH

 

Telephone:  01785 278176

 

dangos adrannau a ddyfynnir