Why are complaints not recorded properly

Joanne Hague made this Rhyddid Gwybodaeth request to Barnsley Metropolitan Borough Council

Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

Roedd y cais yn rhannol lwyddiannus.

Dear Barnsley Metropolitan Borough Council,

Please provide details of the following

Total number of contacts made via the comments, compliments and complaints feedback form on the BMBC website?

Total number of those that were identified as a complaint by selecting that option by the person submitting the form

Total number and percent of those that were then logged as a complaint by BMBC and dealt with via the complaints process

A comparison of this data from other authorities in South Yorkshire How does Barnsley compare?

Yours faithfully,

Mrs J T

Information Requests, Barnsley Metropolitan Borough Council

Your contact has been received by the Customer Feedback, Information and
Improvement Team. Your request will now be considered and you will be
contacted again shortly to advise what will happen next with your request
for information.  Please be assured that any contact we receive will be
considered and processed at the earliest opportunity.

 

In the meantime we would like to thank you for your contact. 

 

Please visit the Council’s website for further information on information
requests. 

 

Thank you 

*** Barnsley MBC Disclaimer: This e-mail and any files attached are
confidential for the use of the intended recipient. If you have received
this e-mail in error please notify the sender as soon as possible and
delete the communication from your system without copying, disseminating
or distributing the same in any way by any means. Any views or opinions
expressed belong solely to the author and do not necessarily represent
those of the Council. In particular, the Council will not accept liability
for any defamatory statements made by email communications. Recipients are
responsible for ensuring that all e-mails and files sent are checked for
viruses. The Council will not accept liability for damage caused by any
virus transmitted by this e-mail. No guarantees are offered on the
security, content and accuracy of any e-mails and files received. Be aware
that this e-mail communication may be intercepted for regulatory, quality
control, or crime detection purposes unless otherwise prohibited. The
content of this email and any attachment may be stored for future
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Information Requests, Barnsley Metropolitan Borough Council

Good Afternoon,

Re: Request for Information – Freedom Of Information Act 2000.

Thank you for your request for information about the recording of customer contacts.

Your email request was received on 03/12/2020 and I am dealing with it under the terms of the Freedom Of Information Act 2000.

Your request will be processed as soon as possible, and we will try to provide the information within 20 working days as required. The deadline date when the information should be available to you is 31/12/2020.

In some circumstances a fee may be payable and if that is the case, I will let you know the likely charges before proceeding.

If you have any queries about this email, please contact me. Please remember to quote the reference number above in any future communications.

Kind regards,

Freedom of Information Team

dangos adrannau a ddyfynnir

Information Requests, Barnsley Metropolitan Borough Council

1 Atodiad

Good afternoon Joanne,

Please find attached the results of my findings for your FOI request.

Thank you

 

Cathryn Copley

Customer Feedback, Information & Improvement Officer

Business Improvement, Human Resources & Communications

Core Services Directorate

Westgate Plaza One

Barnsley MBC

C/O Corporate Mail Room

PO Box 634

Barnsley

S70 9GG

 

From: Information Requests <[email address]> on behalf of
Information Requests
Sent on: Thursday, December 3, 2020 3:12:24 PM
To: Joanne Hague <[FOI #710671 email]>
Subject: FOI1503 Recording of customer contacts
   

 

Good Afternoon,

 

Re: Request for Information – Freedom Of Information Act 2000.

 

Thank you for your request for information about the recording of customer
contacts.

 

Your email request was received on 03/12/2020 and I am dealing with it
under the terms of the Freedom Of Information Act 2000.

 

Your request will be processed as soon as possible, and we will try to
provide the information within 20 working days as required. The deadline
date when the information should be available to you is 31/12/2020.

 

In some circumstances a fee may be payable and if that is the case, I will
let you know the likely charges before proceeding.

 

If you have any queries about this email, please contact me. Please
remember to quote the reference number above in any future communications.

 

Kind regards,

 

Freedom of Information Team

 

dangos adrannau a ddyfynnir

Dear Information Requests,

I find it hard to believe that there us no facility within barnsley council to check which radio button on an eform has been selected this information should be available and not require a manual check unless barnsley council are not storing and securing the data capture from these forms correctly

Yours sincerely,

Joanne Hague

Information Requests, Barnsley Metropolitan Borough Council

Your contact has been received by the Customer Feedback, Information and
Improvement Team. Your request will now be considered and you will be
contacted again shortly to advise what will happen next with your request
for information.  Please be assured that any contact we receive will be
considered and processed at the earliest opportunity.

 

In the meantime we would like to thank you for your contact. 

 

Please visit the Council’s website for further information on information
requests. 

 

Thank you 

 

*** Barnsley MBC Disclaimer: This e-mail and any files attached are
confidential for the use of the intended recipient. If you have received
this e-mail in error please notify the sender as soon as possible and
delete the communication from your system without copying, disseminating
or distributing the same in any way by any means. Any views or opinions
expressed belong solely to the author and do not necessarily represent
those of the Council. In particular, the Council will not accept liability
for any defamatory statements made by email communications. Recipients are
responsible for ensuring that all e-mails and files sent are checked for
viruses. The Council will not accept liability for damage caused by any
virus transmitted by this e-mail. No guarantees are offered on the
security, content and accuracy of any e-mails and files received. Be aware
that this e-mail communication may be intercepted for regulatory, quality
control, or crime detection purposes unless otherwise prohibited. The
content of this email and any attachment may be stored for future
reference.

Information Requests, Barnsley Metropolitan Borough Council

Reference: FOI1503/INR1671

Dear Joanne,

Re: Request for an internal review – Freedom of Information Act 2000

I wish to acknowledge receipt of your request for an internal review which I received on the 4th and 6th January 2021.

As you are not satisfied with the outcome of your request you have made a complaint to the Council and we will now conduct an internal review. The internal review will be conducted by a member of staff, who was not involved with the original request, which will allow them to make an impartial and fresh decision based on all available evidence supplied to them.
We aim to handle all internal reviews within 20 working days from the date the complaint is received but there may be occasions, depending on the circumstances, when it will take longer. The date that you should receive the outcome of your internal review is 5th February 2021.
There is no statutory deadline for undertaking internal reviews although the ICO has issued guidance saying that internal reviews should take no longer than 20 working days.
If you have any queries about this letter, please contact me and remember to quote the reference number above in any future communications.
Thank you

Cathryn Copley
Customer Feedback, Information & Improvement Officer
Business Improvement, Human Resources & Communications
Core Services Directorate
Westgate Plaza One
Barnsley MBC
C/O Corporate Mail Room
PO Box 634
Barnsley
S70 9GG

dangos adrannau a ddyfynnir

Information Requests, Barnsley Metropolitan Borough Council

1 Atodiad

Good afternoon Joanne,
Please find attached the results of my findings for your internal review.
Thank you

Cathryn Copley
Customer Feedback, Information & Improvement Officer
Business Improvement, Human Resources & Communications
Core Services Directorate
Westgate Plaza One
Barnsley MBC
C/O Corporate Mail Room
PO Box 634
Barnsley
S70 9GG

dangos adrannau a ddyfynnir