Serco - complaints

The request was successful.

Dear Hounslow Borough Council,

I should be grateful if you could provide the following information:

1. (i) The overall number of complaints received in respect of services provided by Serco on behalf of your Borough, including a failure to respond to correspondence, (ii) the proportion (or number) that relate to traffic enforcement, and (iii) the number that relate to a failure to serve (or serve correctly) PCNs or other enforcement papers.

2. Information about the installation of a traffic enforcement camera on Lionel Road North, including (i) when it was installed, (ii) the amount in fines it has generated since installation, and (iii) whether Serco directly benefits from any fines generated.

Yours faithfully,

Charles Grant

Freedom of Information, Hounslow Borough Council

Dear Resident/Member of the public,

Thank you for your email about a Freedom of Information.

 

We will either deal with your request or pass it onto our service teams to
provide you with a response.    

o   Freedom of Information (FOI) requests – the Council will respond
within 20 working days from the time of receipt if this is within working
hours, or, if received out of hours, from the next working
day.[1]https://www.hounslow.gov.uk/info/20110/o...

o   To comply with the Local Government Transparency Code 2015 further
information can be found
at[2]https://www.hounslow.gov.uk/info/20110/o...

 Yours sincerely,

Customer Relations Team

 

 

For information about what we do with personal data see our privacy notice
[3]Customer services: privacy notice | Privacy notice  

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London Borough of Hounslow,

[1]London Borough of Hounslow
19-Dec-2018

Dear Charles Grant,

Thank you for your Freedom of Information request. The reference number
is FIR001130.

We will respond to your request within 20 working days. If we need
clarification, we will contact you.

Please use the reference number above for all future communication about
this case. You will be able to track the progress of this case by
logging into your My Hounslow Account.

Further information can be found on our website at the following link:
[2]Freedom of Information & Environmental Information Regulations

Kind regards,

Customer Relations
London Borough of Hounslow

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References

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Freedom of Information, Hounslow Borough Council

Dear Mr Grant,

Thank you for your below FOI request.

This has been logged under reference number FIR001130 to the service team for a response. This response will follow to you within the 20 working day deadline.

• For future reference, you are now able to use the online form to make further Freedom of Information Requests. This is our preferred method, because this form helps us to capture all of the information needed to respond to your request quickly.

Kind Regards,

Kamaljit | Customer Relations Officer
London Borough of Hounslow
Civic Centre, Yellow Zone (Pillar K)
Lampton Road Hounslow
TW3 4DN
Office: 020 8583 5211
www.hounslow.gov.uk

Follow us online: Twitter: @LBofHounslow and Facebook: www.facebook.com/HounslowCouncil

For information about what we do with personal data see our privacy notice Customer services: privacy notice | Privacy notice

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Freedom of Information, Hounslow Borough Council

Dear Mr Grant

 

Re: FREEDOM OF INFORMATION (FOI) 2000 ACT RESPONSE : FIR001130

 

I am writing regarding your request for information dated 18/12/2018. I am
very sorry for the delay in responding. You have requested the following:

 

1.

 

(i) The overall number of complaints received in respect of services
provided by Serco on behalf of your Borough, including a failure to
respond to correspondence, (ii) the proportion (or number) that relate to
traffic enforcement, and (iii) the number that relate to a failure to
serve (or serve correctly) PCNs or other enforcement papers.

 

As a period has not been stipulated the figures provided are for 2017 and
2018.

 

1 complaint was received in 2017 regarding vehicle removal and a failure
to update TRACE.

3 complaints were received in 2018.  2 of these relate to permit issues
and 1 was regarding the conduct of a CEO.

 

2. Information about the installation of a traffic enforcement camera on
Lionel Road North, including

 

(i) when it was installed,

 

The Traffic Enforcement camera on Lionel Road North was installed in 2016

 

(ii) the amount in fines it has generated since installation, and

 

Year 2016 - 7777,

Year 2017 – 9241

Year 2018 - 8727

 

(iii)  whether Serco directly benefits from any fines generated.

 

Serco do not directly benefit from any fines generated.

 

The response to your request has been dealt with under the Freedom of
Information Act 2000.

 

Copyright and misuse information

 

Most of the information that is provided in response to a FOI request will
be owned by the London Borough of Hounslow and, therefore, covered by the
Open Government Licence. However, the copyright of some of the information
we share may be owned by another person or organisation (e.g. Ordnance
Survey). Individuals and organisations are free to re-use any information
covered by the [1]Open Government Licence for commercial or non-commercial
purposes, provided the terms of the licence are adhered to. Where the
copyright of the information is owned by another person or organisation,
you must apply to the copyright owner to obtain their permission for
re-use.

 

Should you wish to make a request for information again, you are now able
to [2]use the online form as this will provide us with the required
information to ensure a prompt response to your request.

 

Should you feel that the Council has dealt with your request for
information inappropriately or wish to request a review of this response
please contact the FOI/EIR Review Officer at

[3][Hounslow Borough Council request email]

 

Yours sincerely

 

Joseph Sheldrake | Customer Relations Officer

London Borough of Hounslow

Civic Centre, Yellow Zone (Pillar K)

Lampton Road Hounslow

TW3 4DN

Office: 020 8583 5211

[4]www.hounslow.gov.uk

 

Follow us online: Twitter: [5]@LBofHounslow and Facebook:
[6]www.facebook.com/HounslowCouncil

 

For information about what we do with personal data see our privacy notice
[7]Customer services: privacy notice | Privacy notice

 

 

 

 

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