Dear Canal & River Trust,

Please provide details of any complaints made over the last 2 years concerning boats moored at the Angel moorings in London. Such complaints may include issues such as noise, smoke etc.

Please make sure the information includes details of the alleged reason for the complaint and the date of the complaint. Please indicate the origin of such complaints, ie if they are from an organisation or individual. If there is more than one complaint from same individual please indicate this. I understand that any individuals identity will have to be redacted in accord with data protection but please indicate if the same individual has made multiple complaints by identifying them, for example as person A.

Yours faithfully,

Mike Wells

Information Request, Canal & River Trust

Dear Mr Wells,

Thank you for your e-mail and request for information we received today.

We are reviewing our files to identify information relevant to your request and will respond to you as soon as possible or in any case within twenty working days.

Kind regards,

Sarina Young
Customer Service Co-Ordinator
Canal & River Trust | The Kiln | Mather Road | Newark | NG24 1FB | Tel 01636 675 740 | [mobile number]
Follow my Blogs and the Canal & River Trust’s Customer Service team on Twitter
Please visit our website to find out more about the Canal & River Trust and download our ‘Shaping our Future’ document on the About Us page.

show quoted sections

Information Request, Canal & River Trust

Dear Mr Wells,

Thank you for your e-mail and request for information we received today.

We are reviewing our files to identify information relevant to your request and will respond to you as soon as possible or in any case within twenty working days.

Kind regards,

Sarina Young
Customer Service Co-Ordinator
Canal & River Trust | The Kiln | Mather Road | Newark | NG24 1FB | Tel 01636 675 740 | [mobile number]
Follow my Blogs and the Canal & River Trust’s Customer Service team on Twitter
Please visit our website to find out more about the Canal & River Trust and download our ‘Shaping our Future’ document on the About Us page.

show quoted sections

Information Request, Canal & River Trust

Dear Mr Wells,

Thank you for your e-mail and request for information we received today.

We are reviewing our files to identify information relevant to your request and will respond to you as soon as possible or in any case within twenty working days.

Kind regards,

Sarina Young
Customer Service Co-Ordinator
Canal & River Trust | The Kiln | Mather Road | Newark | NG24 1FB | Tel 01636 675 740 | [mobile number]
Follow my Blogs and the Canal & River Trust’s Customer Service team on Twitter
Please visit our website to find out more about the Canal & River Trust and download our ‘Shaping our Future’ document on the About Us page.

show quoted sections

Information Request, Canal & River Trust

Dear Mr Wells,

Further to my acknowledgement yesterday I am now in a position to respond to your request for "details of any complaints made over the last 2 years concerning boats moored at the Angel moorings in London. Such complaints may include issues such as noise, smoke etc."

I can confirm that we have not received any complaints which fall within the scope of your request.

So that you are aware when referring to 'complaints' this applies to matters which have been investigated in accordance with our complaints procedure (http://canalrivertrust.org.uk/contact-us...) at either the first or second level. However, not every 'expression of dissatisfaction' is necessarily made or dealt with as a formal complaint. Some are included within, and handled as, general correspondence or enquiries. Customers can also let us know about their concerns verbally, by telephone or in person, and in general we would not hold records of contact made in this way.

Having discussed this with my colleagues I am also aware that some matters were dealt with by Islington Borough Council and so they may hold information relevant to your request.

If we haven’t reasonably met your expectations in relation to a request for information or you believe we may not have acted in accordance with the above legislation you should write in the first instance to Kelly Radley Head of Customer Relations, Canal & River Trust, First Floor North, Station House, 500 Elder Gate, Milton Keynes MK9 1BB or to [email address] outlining your concerns and asking for a review to be undertaken. Your correspondence will be acknowledged and a review of your case will be undertaken, usually by a director or manager in a senior role.

Should you remain unsatisfied by the response you receive you can contact the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF www.ico.gov.uk/Global/contact_us.aspx.

Kind regards,

Sarina Young
Customer Service Co-Ordinator
Canal & River Trust | The Kiln | Mather Road | Newark | NG24 1FB | Tel 01636 675 740 | [mobile number]
Follow my Blogs and the Canal & River Trust’s Customer Service team on Twitter
Please visit our website to find out more about the Canal & River Trust and download our ‘Shaping our Future’ document on the About Us page.

show quoted sections

Nigel Moore left an annotation ()

In order to circumvent the very creative obstruction here, you will need to re-phrase your request.

For a start, I suspect you are referring to what are usually known as the Noel Road Moorings, Islington, and although it seems clear that CART understand this, it is best to be that specific.

Secondly, they have placed an extraordinarily restrictive interpretation on the word ‘complaints’, so you need to clarify that you are NOT referring only to anything going through their Internal Complaints Procedure.

Try asking for all records relating to every ‘expression of dissatisfaction’ over noise and pollution arising from boats moored on the Noel Road Moorings, whether in the form of written or emailed correspondence, or notes taken by CART employees in the course of verbal communications in person or by phone.

By way of a start for you, a number of complaints were voiced at the recent March 2013 London User Group meeting, and an abbreviated record is, as a consequence, recorded in the minutes for that meeting. Pages 2 & 3 are relevant to your enquiry -

http://www.scribd.com/doc/141901697/Spri...

Being a public meeting there is no privacy issue, and some of the complainers are identified by name.

Dear Ms Young,

In relation to my request for information above I feel you have placed a rather restrictive interpretation on the word ‘complaints’. I would therefore like to clarify that I am not referring only to anything going through your Internal Complaints Procedure, and would like you to provide any information you hold covering all records relating to every ‘expression of dissatisfaction’ over noise and pollution arising from boats moored on the Noel Road Moorings, whether in the form of written or emailed correspondence, or notes taken by CART employees in the course of verbal communications in person or by phone.

Yours sincerely,

Mike Wells

Information Request, Canal & River Trust

Dear Mr Wells,

Thank you for your e-mail.

We are reviewing our files now to see whether we hold any of the information you have requested.

Kind regards,

Sarina Young
Customer Service Co-Ordinator
Canal & River Trust | The Kiln | Mather Road | Newark | NG24 1FB | Tel 01636 675 740 | [mobile number]
Follow my Blogs and the Canal & River Trust’s Customer Service team on Twitter
Please visit our website to find out more about the Canal & River Trust and download our ‘Shaping our Future’ document on the About Us page.

show quoted sections

Information Request, Canal & River Trust

Dear Mr wells,

Please accept my apologies for the delay responding to you, I believed that I had done so already but after checking my files I see that I have not.

We have searched our files and records and I can confirm that we do not hold any recorded information which falls within the scope of your request for:

"any information you hold covering all records relating to every ‘expression of dissatisfaction’ over noise and pollution arising from boats moored on the Noel Road Moorings, whether in the form of written or emailed correspondence, or notes taken by CART employees in the course of verbal communications in person or by phone."

If we haven’t reasonably met your expectations in relation to a request for information or you believe we may not have acted in accordance with the above legislation you should write in the first instance to Kelly Radley Head of Customer Relations, Canal & River Trust, First Floor North, Station House, 500 Elder Gate, Milton Keynes MK9 1BB or to [email address] outlining your concerns and asking for a review to be undertaken. Your correspondence will be acknowledged and a review of your case will be undertaken, usually by a director or manager in a senior role.

Should you remain unsatisfied by the response you receive you can contact the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF www.ico.gov.uk/Global/contact_us.aspx.

Kind regards,

Sarina Young
Customer Service Co-Ordinator
Canal & River Trust | The Kiln | Mather Road | Newark | NG24 1FB | Tel 01636 675 740 | [mobile number]
Follow my Blogs and the Canal & River Trust’s Customer Service team on Twitter
Please visit our website to find out more about the Canal & River Trust and download our ‘Shaping our Future’ document on the About Us page.

show quoted sections

Dear Sarina

Thank you very much for your reply.

Yours sincerely,

Mike Wells

Dear Sarina (Information Officer)

With regard to this request for information and CRT's claim to hold no information on the matters outlined within it. I made a similar request for information to Islington Council. The request to Islington can be viewed at the link below. I note from their reply that CRT/BW has had extensive commuinications both with complainants and various authorities over the issues outlined in this request. It is therefore clear that CRT does hold information on the issues outlined in this request and that CRT was in error by stating that "we do not hold any recorded information which falls with the scope of your request...".

Please conduct an internal review into this error.

https://www.whatdotheyknow.com/request/c...

Yours sincerely,

Mike Wells

Information Request, Canal & River Trust

Dear Mr wells,

Thank you for your e-mail and request that we conduct an internal review of the handling of your request for information.

We will respond to you shortly.

Kind regards,

Sarina Young
Customer Service Co-Ordinator
Canal & River Trust | The Kiln | Mather Road | Newark | NG24 1FB | Tel 01636 675 740 | [mobile number]
Follow my Blogs and the Canal & River Trust’s Customer Service team on Twitter
Please visit our website to find out more about the Canal & River Trust and download our ‘Shaping our Future’ document on the About Us page.

show quoted sections

Dear Sarina (Information Officer),

I withdraw my request for an internal review.

Yours sincerely,

Mike Wells

Dear Information Request,

For the information of anyone following this request.
I believe that CRT are not compliant with the Information Act. I may still ask for an internal review into this case. In the mean time if anyone else has information regarding CRT in relation to the Information Act please leave that information here.

Thank you.

Yours sincerely,

Mike Wells

Looking for an EU Authority?

You can request documents directly from EU Institutions at our sister site AskTheEU.org . Find out more .

AskTheEU.org