Final stage complaints backlog
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
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
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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.
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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