Persistant and Vexatious Complaints

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

Good morning

My name is Daniel Jaines and I'm a Local Democracy Reporter at The Lincolnite.

I am sending this request under the Freedom of Information Act 2000 to ask for the following information:

A) Please can you confirm if your council has a policy which deals with persistent or vexatious contacts from residents? If so, please confirm what it is called and provide a link.

B) Please provide a breakdown of residents who have been subject to the policy, or similar orders, over the last five financial years, including 2022-23 to the date this FOI is processed?

C) Please breakdown into:

i) The year/date the complaint/subject was dealt with?

ii) Gender of the subject
?
iii) Age bracket of subject (in five year increments)?

iv) The reason for them being dealt with under the policy?

v) Whether they were banned from contacting the council in general?

vi) What other measures were put in place to tackle the issue?

vii) Whether the subject of the order kept to it, or breached it and if so, what happened?

viii) Number of staffing hours used to deal with the person?

Please provide your response in an Excel-style spreadsheet.

If you are able to supply some of this information more quickly than other items, please supply each item as soon as it becomes available.

If it is necessary for any reason to redact any information, please redact the minimum necessary and send me the rest of the document(s), explaining the legal grounds for each redaction.

Under FOI guidelines you have twenty working days to answer these questions. Please acknowledge receipt of this request.

Please feel free to contact me on the email address [email address]

Yours faithfully,

Daniel Jaines

NK - FOI, North Kesteven District Council

5 Atodiad

Ref No: 22/424

30 January 2023

Dear Mr Jaines,

Thank you for your Freedom of Information request regarding: Persistant
and Vexatious Complaints.

We can confirm your request was received on 30 January 2023. This will be
dealt with under the terms of the Freedom of Information Act 2000 and
answered within twenty working days.

In some circumstances a fee may be payable and if that is the case, we
will let you know. A fees notice will be issued to you, and you will be
required to pay before we will proceed to deal with your request.

If you have any queries about this request please contact the Corporate
Information Team, quoting the above reference number.

Yours faithfully,

Graeme Napier

Freedom of Information
[1]NKDC [2]Facebook [3]YouTube Tel: 01529 414155
Twitter Email:  [4][email address]
[HNG53VF58]​ [5]www.n-kesteven.gov.uk
Kesteven Street ,  Sleaford ,  NG34 7EF
[6][IMG]

dangos adrannau a ddyfynnir

NK - FOI, North Kesteven District Council

5 Atodiad

Ref No: 22/424

02 February 2023

Dear Mr Jaines,

We refer to previous correspondence regarding your request for information
relating to: Persistant and Vexatious Complaints.

The information is given below:

A) Please can you
confirm if your
council has a
policy which
deals with
persistent or
vexatious
contacts from
residents? If so,
please confirm
what it is called B) Please provide a breakdown of residents who have been subject to the
and provide a policy, or similar orders, over the last five financial years, including
link. 2022-23 to the date this FOI is processed?
[1]Unacceptable Customer Behaviour Policy |
yes. Unacceptable North Kesteven District Council
behaviour policy. (n-kesteven.gov.uk)
C) Please breakdown into:
vii)
Whether
the
subject
v) Whether vi) What of the viii)
they were other order Number of
iv) The banned measures kept to staffing
iii) Age reason for from were put it, or hours
i) The year/date ii) bracket of them being contacting in place breached used to
the Gender of subject (in dealt with the to tackle it and if deal with
complaint/subject the five year under the council in the so, what the
was dealt with? subject? increments)? policy? general? issue? happened? person?
Continual asked to
phone calls, cease
letters, contact &
emails or informed breached,
visits that therefore
not not Persistent contact not
Jul-15 collected collected refusal to no on this responded
accept subject to on
explanations would no future
as to what longer be contact
the Council responded about
can and to this not
cannot do matter collected
Persistent asked to
refusal to cease
accept contact &
explanations informed breached,
as to what that therefore
not not the Council contact not
Sep-20 collected collected can and no on this responded
cannot do subject to on
Continual would no future
phone calls, longer be contact
letters, responded about
emails or to this not
visits matter collected
Persistent
refusal to
accept a
decision
made
Persistent
refusal to asked to
accept cease
explanations contact &
as to what informed no
the Council that further
not not can and contact contact. not
Jan-21 collected collected cannot do no on this Removed collected
Further subject from P&V
demands would no log, June
relating to longer be 2021
a specific responded
issue where to
the
corporate
Customer
Feedback
Policy has
already been
followed
Repeated
requests for
levels of
service or
types of
service that
are beyond
the
Council’s
capacity to
deliver
Insisting on
seeing or
speaking to
a particular
person asked to
Persistent cease
refusal to contact & breached
accept a informed - complex
decision that matter
made contact involving
Persistent on this other
Feb-21 not not refusal to no subject agencies not
collected collected accept would no - further collected
explanations longer be details
as to what responded not
the Council to unless suitable
can and evidence for
cannot do was sharing
Further provided
demands
relating to
a specific
issue where
the
corporate
Customer
Feedback
Policy has
already been
followed
Repeatedly
making
contact
about the
same issue
asked to
Repeated cease breached,
requests for contact & therefore
levels of informed not
service or that responded
Nov-22 not not types of no contact to on not
collected collected service that on this future collected
are beyond subject contact
the would no about
Council’s longer be this
capacity to responded matter
deliver to

If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review. Internal review requests should be
submitted within two months of the date of receipt of the response,
quoting the above reference number, via email at: [North Kesteven District Council request email] or
by post to North Kesteven District Council, Corporate and Customer
Services, Kesteven Street, Sleaford, Lincs, NG34 7EF.

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 through their
website www.ico.org.uk, by email to [email address], by telephone
0303 123 1113 or in writing to Information Commissioner’s Office, Wycliffe
House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

Yours faithfully

Graeme Napier

Freedom of Information
[2]NKDC [3]Facebook [4]YouTube Tel: 01529 414155
Twitter Email:  [5][email address]
[HNG53VF58]​ [6]www.n-kesteven.gov.uk
Kesteven Street ,  Sleaford ,  NG34 7EF
[7][IMG]

References

Visible links
1. https://www.n-kesteven.gov.uk/your-counc...
2. NKDC Twitter
https://twitter.com/NorthKestevenDC
3. Facebook
https://www.facebook.com/NorthKestevenDC
4. YouTube
https://www.youtube.com/user/NorthKestev...
5. mailto:[email address]
6. http://www.n-kesteven.gov.uk/
7. http://www.electoralcommission.org.uk/vo...

Good afternoon Graeme,

Thank you for your initial response. Unfortunately there seems to be a format issue with the way the data has presented on what do they know, please see here: https://www.whatdotheyknow.com/request/p...

I would hazard a guess that the document was pasted into the body of the email response you sent? Are you able to attach the file directly please or email it to [email address]

Yours sincerely,

Daniel Jaines