Learning from Complaints - action plans an minutes

The request was partially successful.

Dear Suffolk County Council,

The Compliments, Comments and Complaints Annual Report 2019-20
(https://committeeminutes.suffolk.gov.uk/...) indicates the existence of several documents held internally.

"CYP have a Quality Engagement and Improvement Board that is working to
quality assure and ensure concrete changes are made that have come to light
as a result of a complaint."

Please let me have copy of the minutes of these Board meetings.

"The Customer Experience Operations Manager reports on a regular basis to
the management team bringing key issues of pressure to the attention of the
Directors and AD’s in statutory areas in order to identify areas that could be
improved and encourage learning from customer feedback. Action plans are
formulated with teams to ensure changes and/or improvements take place if
necessary."

"Where a complaint is escalated to stage 2 or adjudicated on by the LGSCO the
Customer Rights Team will agree an action plan to implement improvements
that have been identified as a result of the complaint. Action plans will also be
produced from complaints where there is learning that can be shared across
teams."

Please let me know how many actions plans (relating to CYP) have been formulated since 1st January 2019.

How many of these have been completed?

Please let me have copy of the action plan documents.

Yours faithfully,

Steven Wright

Freedom of Information, Suffolk County Council

INFORMATION REQUEST – ACKNOWLEDGEMENT

Thank you for your request. Please quote reference number 20647 in any future correspondence you may have with us.

We will process your request in accordance with the Freedom of Information Act 2000 or the Environmental Information Regulations 2004 as appropriate. We aim to answer your request within 20 working days from the date we received it.

While no charges are made for the submission of requests, the council is entitled to apply reasonable costs for disbursements (i.e. photocopying, postage etc.).  Where such costs are under £5.00 the council is pleased to make no charge, however, if costs exceed that limit then these additional costs are payable to the council.  Where charges will apply proper notice will be given to you prior to the information being released.  For more information on charges please use the following link to our website: http://www.suffolk.gov.uk/about/freedom-...

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

Kind regards
Becky

Information Governance
Governance, Legal and Assurance
Suffolk County Council
Constantine House
Ipswich
IP1 2DH

Email: [email address]
Phone: 01473 265960

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Dear Freedom of Information,

I am sorry to inform you that the response to this request is late.

I do not believe the information I have asked for is complex or difficult to find.

By law, the you should normally have responded promptly and by 2 July 2021.

I would be grateful for your response.

Yours sincerely,

Steven Wright

Dear Suffolk County Council,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Suffolk County Council's handling of my FOI request 'Learning from Complaints - action plans an minutes'.

I am sorry to inform you that the response to this request is late.

I do not believe the information I have asked for is complex or difficult to find.

By law, the you should normally have responded promptly and by 2 July 2021.

I would be grateful for your response.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/l...

Yours faithfully,

Steven Wright

Freedom of Information, Suffolk County Council

1 Attachment

INFORMATION REQUEST RESPONSE

Thank you for your request for information, reference number 20647. Please quote this in any future correspondence you may have with us.

Please find attached a copy of our response to the information you requested.

Most information supplied by Suffolk County Council will have been produced within the Council and will continue to be protected by copyright.  You are free to use it for your own purposes, including for private study and non-commercial research, and for any other purpose authorised by an exception in current copyright law.  Documents (except photographs) can be also used in the UK without requiring permission for the purposes of news reporting.  Any other reuse, for example commercial publication, would require the permission of the copyright holder.

If the information you have been sent includes a copyright statement, you must not alter or remove this statement.  For information about re-using copyright see the Office of Public Sector Information website at www.opsi.gov.uk.  The copyright in some documents may rest with a third party.  For information about obtaining permission from a third party see the Intellectual Property Office’s website at www.ipo.gov.uk.

If you are dissatisfied with the way your request has been handled, you have the right to ask for an internal review.  Under Regulation 11(2), internal review requests should be submitted within 40 working days of the date of this letter and should be sent to: Information Management Services, Constantine House, Constantine Road, Ipswich, Suffolk, IP1 2DH or, alternatively, by email at [email address].

Please remember to quote the reference number above in any future communications.

If you are not content with the outcome of the internal review, you have the right to apply directly to the Information Commissioner for a decision.  The Information Commissioner can be contacted at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

Kind regards
Becky

Information Governance
Governance, Legal and Assurance
Suffolk County Council
Constantine House
Ipswich
IP1 2DH

Email: [email address]
Phone: 01473 265960

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Dear Suffolk County Council,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Suffolk County Council's handling of my FOI request 'Learning from Complaints - action plans and minutes'.

I believe the Council have come to the wrong conclusions when deciding to withhold information from the public.

The information requested relates to policy and process improvements and the oversight of their implementation.

Section 36
It would be possible to redact personal information, and information genuinely confidential, and so the release of the information need not impede honest internal discussion. The Overall requirement for transparency outweighs this object which, in any case be easily mitigated.

Section 40
Most action plans relate to policy and procedure and, as such, are unlikely generally to contain personal information; any that do can be individually redacted or classed as genuinely confidential.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/l...

Yours faithfully,

Steven Wright

Freedom of Information, Suffolk County Council

Dear Mr Wright
 
We are sorry that you are unhappy with the response to your access to information request 20647.
 
Under the Freedom of Information Act 2000 (FOI) and Environmental Information Regulations 2004 (EIR) we will conduct an internal review of our response. As determined by the Information Commissioner as best practice we aim to complete your internal review within 20 working days.

Kind regards
Becky

Information Governance
Governance, Legal and Assurance
Suffolk County Council
Constantine House
Ipswich
IP1 2DH

Email: [email address]
Phone: 01473 265960

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Freedom of Information, Suffolk County Council

1 Attachment

Dear Mr Wright

 

Thank you for your correspondence on 03 September 2021 where you requested
an Internal Review following your request for information about 20647. 

 

Your concerns were:

 

“Please pass this on to the person who conducts Freedom of Information
reviews.

 

I am writing to request an internal review of Suffolk County Council's
handling of my FOI request 'Learning from Complaints - action plans and
minutes'.

 

I believe the Council have come to the wrong conclusions when deciding to
withhold information from the public.”

 

Having now conducted a formal review of your request, I can confirm that
our response to your request (ref 20647) is upheld.

 

Accordingly, I believe the Council met the requirements of the legislation
and provided all information it held in response to your request.  

 

Of necessity this response has to include reference to legislation. If
anything is unclear please do not hesitate to contact us.

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision.  The Information Commissioner can be contacted at: Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9
5AF.

 

Kind regards

Becky

 

Information Governance

Governance, Legal and Assurance

Suffolk County Council

Constantine House

Ipswich

IP1 2DH

 

Email: [1][email address]

Phone: 01473 265960

 

 

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Steven Wright left an annotation ()

ICO complaint submitted

Steven Wright left an annotation ()

15 October 2021

Case Reference: IC-132258-K9S9

Dear Steven Wright

Freedom of Information Act 2000 (FOIA)
Your information request to Suffolk County Council

Thank you for your correspondence of 30 September 2021 in which you made a complaint and provided supporting information about the above public authority’s handling of your request for information.

Your complaint has been accepted as eligible for further consideration and will be allocated to a case officer as soon as possible.

Generally we deal with complaints in the order we receive them, except where we have identified a complaint that can be resolved quickly or there is a compelling reason for a case to be accelerated. More complex complaints may involve a delay whilst waiting to be allocated to a case officer.

Due to the challenging national circumstances please be aware that there may be delays which are longer than usual before we can progress cases. The Commissioner thanks you for your patience at this time. Cases are currently being allocated in around six months from the date of receipt.

When a case officer is assigned, they will contact you directly to discuss how they intend to progress your complaint.

If you wish to send any further documents while the case is awaiting allocation, please quote the reference number at the top of this correspondence.

Please be aware that whilst submitted emails are monitored, we will not be able to address any detailed enquiries relating to the case until it has been allocated to a case officer for investigation.

For more general enquiries, please call our helpline on 0303 123 1113.

Yours sincerely
Sent on behalf of
Laura Tomkinson
Group Manager
Information Commissioner’s Office

Steven Wright left an annotation ()

ICO ref: IC-132258-K9S9
Steven Wright
Dear Mr Wright
Freedom of Information Act 2000 (FOIA)
Your FOIA request to Suffolk CC (SCC) dated 6 June 2021 about CYP
Further to our letter of 15 October 2021, I write to tell you that your case has
now been allocated to me to investigate; I apologise for the delay. This letter will
explain how I intend to do this. It will also provide you with contact details so
that you can get in touch with me if you need to.

The Investigation
The focus of my investigation will be to determine whether SCC handled your
request in accordance with FOIA. Specifically, I will look at whether SCC is
entitled to rely on the section 36 and 40 FOIA exemptions as a basis for refusing
to provide the withheld information

Freedom of Information, Suffolk County Council

3 Attachments

Dear Mr Wright,

Please find attached our response to your complaint to the Information Commissioner’s Office (ICO) with regard to the Council’s handling of the above Freedom of Information (FOI) request, which you submitted to the Council on 6th June 2021. A copy of the Council’s original response to this request is attached for reference.

Regards,

Gillian

Gillian Carlton

FOI Manager
Information Governance
Suffolk County Council
Endeavour House
Russell Road
Ipswich
Suffolk
IP1 2DH

Tel: 01473 265084
mail: [email address]
Web: www.suffolk.gov.uk

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