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Final stage complaints backlog

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Dear Tower Hamlets Borough Council,

It has been reported that there was a backlog on final stage complaints.
What is the current backlog?
What are senior officers doing to resolve this?
Has it been reported to the Standards Committee?

Yours faithfully,

Abdul Hai

London Borough of Tower Hamlets, Tower Hamlets Borough Council

Information request
Our reference: 26905133

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Dear Abdul Hai,
 
Freedom of Information Act 2000
 
Thank you for your request for information that was received on 3 February
2021  requesting:

It has been reported that there was a backlog on final stage complaints.
What is the current backlog?
What are senior officers doing to resolve this?
Has it been reported to the Standards Committee?
 
We are dealing with your request under the Freedom of Information Act
2000  and we aim to send a response by 3 March 2021.
 
In some case, a fee may be payable. If we decide a fee is payable, we will
send you a fee notice and we will require you to pay the fee before
proceeding with your request.
 
The Freedom of Information Act 2000  may restrict the release of some or
all of the information you have requested. We will carry out an assessment
and if any exemptions  apply to some or all of the information then we
might not provide that information to you. We will inform you if this is
the case and advise you of your rights to request an internal review and
to complain to the Information Commissioner's Office.
 
We will also advise you if we cannot provide you with the information
requested for any other reason together with the reason(s) why and details
of how you may appeal (if appropriate).
 
Yours faithfully
 
 
Shipa Begum
Complaints and Information Admin Officer
Complaints and Information
020 7364 4736
[email address]
 
NOTE: Please do not edit the subject line when replying to this email.

London Borough of Tower Hamlets, Tower Hamlets Borough Council

 
 
Dear Mr Hai
 
Thank you for your enquiry ref: 26905133 regarding a backlog of final
stage complaints.
 
Please see my response to the points you have raised below:
 

It has been reported that there was a backlog on final stage complaints.
What is the current backlog?  

When the Pandemic started, there were some inevitable delays to Stage 2
(Final Stage) complaints investigations due to staff availability. There
are currently eight Stage 2 complaints out of time but this needs to be
taken into context of the ongoing Pandemic and national lockdown.   

What are senior officers doing to resolve this?

Senior officers are fully aware of the backlog and every effort is being
made to reduce the number of outstanding Stage 2 complaints. Measures have
been put in place to resolve the issue such as weekly Stage 2 meetings and
a new reporting mechanism. These have already had an impact.     

Has it been reported to the Standards Committee?

No

 

Kind regards

 

Jan Quintyne

Senior Information Governance and Complaints Officer

 

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