This is an HTML version of an attachment to the Freedom of Information request 'Barnet Road Complaints'.

London Borough of Barnet, 
2 Bristol Avenue, 
London NW9 4EW
31 January 2020
  Our ref: 5926364
Thank you for your request received on 3 January 2020, for the following 
Under the Freedom of Information Act 2000, I'd like to make a request 
regarding complaints filed against the roads regulated by your authority. 

During these time periods: 
01/04/2014 - 31/03/2015 
01/04/2015 - 31/03/2016 
01/04/2016 - 31/03/2017 
01/04/2017 - 31/03/2018 
01/04/2018 - 31/03/2019 

Specifically, I'd like to request data on which roads have had the most 
complaints filed against them regarding their condition. 

If this could include: 
The specific roads which receive the most complaints regarding road 
The amount of complaints received regarding condition for each of the roads 
We have processed this request under the Freedom of Information Act 2000.
I can confirm that London Borough of Barnet holds the information you requested. 
However, we are withholding all of that information since we consider that the 
following exemptions apply to it.
W e are refusing your request under section 12 because we estimate that compliance with 
your request will exceed the "appropriate limit" under section 12.  The appropriate 
limit is £450 which is equivalent to 18 hours at £25 per hour.   The per hour figure is set by 
Regulations rather than actual salary paid to any officers handling requests.  The appropriate 
limit includes the time it will take the council to discover if it holds the information requested, 
to locate it, extract it and collate it as well as putting it into any particular format requested by 
the requester. 
We have calculated that it will take approx 42 to comply with your request.  Our calculation is 
as follows:  

In order to provide this information officers would have to go through each individual 
complaint to record the road name, and type of defect. There have been over 500 
complaints to LB Barnet Highways since 2014 alone, it would take approximately 42 
hours to answer this enquiry.
Advice and Assistance 
If there is a specific road you would like investigated, we can provide data on 
individual roads.
Further information 
If you are interested in the data that the council holds you may wish to visit Open Barnet, the 
council’s data portal. This brings together all our published datasets and other information of 
interest on one searchable database for anyone, anywhere to access.
Advice and Assistance : Direct Marketing 
If you are a company that intends to use the names and contact details of council 
officers (or other officers) provided in this response for direct marketing, you need to 
be registered with the Information Commissioner to process personal data for this 
purpose.  You must also check that the individual (whom you wish to contact for 
direct marketing purposes) is not registered with one of the Preference Services to 
prevent Direct Marketing. If they are you must adhere to this preference. 
You must also ensure you comply with the Privacy Electronic and Communications 
Regulations (PECR). For more information follow this Link
For the avoidance of doubt the provision of council (and other) officer names 
and contact details under FOI does not give consent to receive direct 
marketing via any media and expressly does not constitute a ‘soft opt-in’ 
under PECR. 

Your rights  
If you are unhappy with the way your request for information has been handled, you 
can request a review within the next 40 working days by writing to the Information 
Management Team at: Or by post to Information Management 
Team (FOI) London Borough of Barnet, 2 Bristol Avenue, Colindale, NW9 4EW
If, having exhausted our review procedure, you remain dissatisfied with the handling 
of your request or complaint, you will have a right to appeal to the Information 
Commissioner at: The Information Commissioner's Office, Wycliffe House, Water 
Lane, Wilmslow, Cheshire, SK9 5AF (telephone: 0303 123 1113; website  There is no charge for making an appeal.