Complaints statistics

EL Young made this Freedom of Information request to Bracknell Forest 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.

The request was successful.

Dear Bracknell Forest Borough Council,

Please can you advise the below:

How many complaints do you have outstanding which have not yet been responded to? (By response I mean an answer not an acknowledgment). Please include complaints at all stages of the complaints process.

How many complaints are older than 3 months without a response?

How many are older than 6 months without a response?

What date was your oldest complaint received and not yet responded to?

How many complaints have been received from the Local government ombudsman since 1st January 2022

What is your target response date to respond to complaints?

How many complaints do you have outstanding for your council tax department.

Yours faithfully,

E Young

Information Compliance-Officer, Bracknell Forest Borough Council

Dear E Young

Thank you for your request for information, below, which was received by the Council ( 01/12 /2022) and we will answer your request under the Freedom of Information Act 2000. The FOI Act obliges us to respond to requests promptly, and in any case no later than 20 working days (by 03/01/2023) unless it is necessary to consider the public interest, in which case a full response must be provided within such a time as is reasonable in the circumstances and I will write to you again if this occurs.

If you have any queries about this letter, please contact us. Please remember to quote the reference number above in any future correspondence.

Yours sincerely

Information Compliance Team
Legal Services
Delivery
Bracknell Forest Council
Tel: 01344 352000
Email: [Bracknell Forest Borough Council request email]
Web: www.bracknell-forest.gov.uk

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Information Compliance-Officer, Bracknell Forest Borough Council

 

Dear EL Young

 

 

 

Freedom of Information Act

Further Information is Required

 

I am writing regarding your request for information, which I received on
1^st December.  In that request, you asked for information about
complaints.

 

 

The Council reasonably requires further information in order to identify
and locate the information you have asked for. In particular, please
clarify:

 

Are these questions asking how many open complaints (i.e. not yet
responded to) we have that have not been responded to within 3/6 months.
Or are they asking how many complaints (including open and closed
complaints) took us longer than 3/6 months to respond? If it is the
latter, please could you provide a time period to consider.

We do not have consistent complaints data prior to April 2021.

 

 

 

I will not be able to take this matter further without this extra
information from you. 

 

If you wish to discuss any of the above, please contact us.  Please
remember to quote the reference number above in any future communications.

 

 

Once you have clarified your request, I will be able to begin to process
your request.  The 20 day response period will not start until a
satisfactory reply constituting a valid request is received. If I do not
receive clarification within two months your request will be considered
closed by the public authority.

 

If you are unhappy with the service you have received in relation to our
handling of your request you can request an internal review.

Requests for an internal review must be made in writing, and within 40
working days from the date the authority issued an initial response to
your request. Public authorities are not obliged to accept internal
reviews after this date.

 

Requests for internal reviews should be acknowledged and the target date
for responding will be advised usually within 20 working days. In the
event that clarification of an internal review is required from the
applicant the normal 20 working day time period will not begin until it
has been received.

 

When requesting an internal review, please include your reference number,
the date of your original request and your contact details. Please also
include an explanation of why you are dissatisfied with our response.
Requests for an internal review should be sent to:
[Bracknell Forest Borough Council request email]

 

 

 

If you are not content with the outcome of your review, you may apply
directly to the Information Commissioner for a decision. Generally the ICO
cannot make a decision unless you have exhausted the complaints procedure
provided by Bracknell Forest Council. The Information Commissioner can be
contacted at: The Information Commissioners Office, Wycliffe House, Water
Lane, Wilmslow, Cheshire SK9 5AF.

 

Yours sincerely

Information Compliance Team

Legal Services

Delivery

Bracknell Forest Council

Tel: 01344 352000

Email: [1][Bracknell Forest Borough Council request email]

Web: [2]www.bracknell-forest.gov.uk

 

 

 

 

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Dear Information Compliance-Officer,

I’ve responded to this already but the response isn’t showing on what do they know so who knows if it ever reached you.

I do feel that my original request for clear enough, but for ease if you could provide me with answers to both questions that would be great. Complaints over the last year would be great.

Please let me know if you need anything further

Yours sincerely,

EL Young

Information Compliance-Officer, Bracknell Forest Borough Council

Dear El Young

We haven't received your earlier response.

Thank you for clarifying your request for information, below, which was received by the Council (30/01/2023) and we will answer your request under the Freedom of Information Act 2000. The FOI Act obliges us to respond to requests promptly, and in any case no later than 20 working days (by 27/02/2023) unless it is necessary to consider the public interest, in which case a full response must be provided within such a time as is reasonable in the circumstances and I will write to you again if this occurs.

If you have any queries about this letter, please contact us. Please remember to quote the reference number above in any future correspondence.

Yours sincerely

Information Compliance Team
Legal Services
Delivery
Bracknell Forest Council
Tel: 01344 352000
Email: [Bracknell Forest Borough Council request email]
Web: www.bracknell-forest.gov.uk

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Information Compliance-Officer, Bracknell Forest Borough Council

1 Attachment

From: [1][email address]

 

Sent:    24^th February 2023

 

 

Subject: Freedom of Information response No: 699

 

Dear E Young

 

I am writing to confirm that the council has completed the processing of
your request for information.

 

Please find below a copy of your request, followed by the Council’s
response.

 

Request and Response

 

How many complaints do you have outstanding which have not yet been
responded to? (By response I mean an answer not an acknowledgment). Please
include complaints at all stages of the complaints process.

 

How many complaints are older than 3 months without a response?

 

How many are older than 6 months without a response?

 

What date was your oldest complaint received and not yet responded to?

 

How many complaints have been received from the Local government ombudsman
since 1st January 2022

 

What is your target response date to respond to complaints?

 

How many complaints do you have outstanding for your council tax
department.

 

Response

 

See Attached

 

You may also find it helpful to refer to our web page
[2]https://www.bracknell-forest.gov.uk/busi...
which contains other helpful information as well.

 

 

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

 

Please note that your request may itself be the subject of a FOI request
and will be disclosed in that event.

 

If you are unhappy with the service you have received in relation to our
handling of your request you can request an internal review.

Requests for an internal review must be made in writing, and within 40
working days from the date the authority issued an initial response to
your request. Public authorities are not obliged to accept internal
reviews after this date.

 

Requests for internal reviews should be acknowledged and the target date
for responding will be advised usually within 20 working days. In the
event that clarification of an internal review is required from the
applicant the normal 20 working day time period will not begin until it
has been received.

 

When requesting an internal review, please include your reference number,
the date of your original request and your contact details. Please also
include an explanation of why you are dissatisfied with our response.
Requests for an internal review should be sent to:
[3][Bracknell Forest Borough Council request email]

 

 

If you are not content with the outcome of your complaint, you may apply
directly to the Information Commissioner for a decision. Generally, the
ICO cannot make a decision unless you have exhausted the complaints
procedure provided by the Council. The Information Commission can be
contacted at: The Information Commissioner’s Office, Wycliffe House, Water
Lane, Wilmslow, Cheshire SK9 5AF.

 

Yours sincerely

 

Information Compliance Team

Legal Services

Delivery

Bracknell Forest Council 

Tel: 01344 352000 

Email: [4][Bracknell Forest Borough Council request email]

Web: [5]www.bracknell-forest.gov.uk

 

 

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References

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1. mailto:[email address]
2. https://www.bracknell-forest.gov.uk/busi...
3. mailto:[Bracknell Forest Borough Council request email]
4. mailto:[Bracknell Forest Borough Council request email]
5. http://www.bracknell-forest.gov.uk/