Customer Feedback Systems

The request was successful.

Dear Gateshead Metropolitan Borough Council,

Please can you provide information regarding the system or systems you utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments
• Members enquiries
• Mayors enquiries
• Freedom of information requests
• Subject Access Requests
For each system can you please list.
Please list the number of council staff that use the system.
The first year’s costs associated with this contract to the Council, please include all payments to the provider.
The last years (2018/19) costs associated with this contract, please include all payments to the provider.
When the current contract expires.
The number of each you processed in the last year April 2018 to now

Yours faithfully,

Steve Roberts

CSG InformationRights, Gateshead Metropolitan Borough Council

Dear Mr Roberts

I refer to the request, which you have made under the Freedom of Information Act 2000 for records held by this service.

Acknowledgement

Your request was received by this department on 29 April 2019.

A final decision on your request would normally be sent to you within 20 working days of receipt of your request. This means that you can expect to receive your decision by 29 May 2019.

There are some limited situations under the Freedom of Information Act, which could mean that the period for a final decision may be longer than the normal 20 working days. If this occurs in your request, we will promptly advise you in writing.

Yours sincerely
Information Rights Officer

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CSG InformationRights, Gateshead Metropolitan Borough Council

Dear Mr Roberts

I refer to the Freedom of Information Act 2000 and to your email to this service dated 29 April 2019.

In accordance with the Freedom of Information Act, we are able to grant access to the records requested and accordingly they are as follows:

Please can you provide information regarding the system or systems you utilise to record, process or otherwise manage each of the following
• Customer complaints and compliments
• Members enquiries
• Mayors enquiries
• Freedom of information requests
• Subject Access Requests

For each system can you please list.
Please list the number of council staff that use the system.
The first year’s costs associated with this contract to the Council, please include all payments to the provider.
The last years (2018/19) costs associated with this contract, please include all payments to the provider.
When the current contract expires.
The number of each you processed in the last year April 2018 to now

• Customer complaints and compliments
Please list the number of council staff that use the system.

All Council and Gateshead Housing Company staff who are required to record, deal with or investigate complaints are registered on the corporate complaints system.

The first year’s costs associated with this contract to the Council, please include all payments to the provider.

Not applicable as in-house system

The last years (2018/19) costs associated with this contract, please include all payments to the provider.

Not applicable as in-house system

When the current contract expires.

Not applicable as in-house system

The number of each you processed in the last year April 2018 to now

There were 198 Step 2 complaints recorded during the period 1 April 2018 to 29 April 2019 for the Council and the Gateshead Housing Company.

• Members enquiries
Please list the number of council staff that use the system.

No formal system used

The first year’s costs associated with this contract to the Council, please include all payments to the provider.

Not applicable as no formal system used. Council is developing an in house system.

The last years (2018/19) costs associated with this contract, please include all payments to the provider.

Not applicable

When the current contract expires.

Not applicable

The number of each you processed in the last year April 2018 to now

Information not recorded

• Mayors enquiries
Please list the number of council staff that use the system.

No formal system used

The first year’s costs associated with this contract to the Council, please include all payments to the provider.

Not applicable as no formal system used. Council is developing an in house system.

The last years (2018/19) costs associated with this contract, please include all payments to the provider.

Not applicable

When the current contract expires.

Not applicable

The number of each you processed in the last year April 2018 to now

Information not recorded

• Freedom of information requests
Please list the number of council staff that use the system.

89 people have access to the system

The first year’s costs associated with this contract to the Council, please include all payments to the provider.

Not applicable as in-house system

The last years (2018/19) costs associated with this contract, please include all payments to the provider.

Not applicable as in-house system

When the current contract expires.

Not applicable as in-house system

The number of each you processed in the last year April 2018 to now

1/4/18 - 29/4/19 = 1427

• Subject Access Requests
Please list the number of council staff that use the system.

89 people have access to the system

The first year’s costs associated with this contract to the Council, please include all payments to the provider.

Not applicable as in-house system

The last years (2018/19) costs associated with this contract, please include all payments to the provider.

Not applicable as in-house system

When the current contract expires.

Not applicable as in-house system

The number of each you processed in the last year April 2018 to now

1/4/18 - 29/4/19 = 185

Please note:
The information provided in response to your request is copyright Gateshead Council unless otherwise endorsed. Granting access to this information under the Freedom of Information Act does not permit you to re-use the information provided for commercial purposes, for photocopying or reproduction in any form. If you wish to re-use the information you need to apply for a Licence. You can do this by writing to Tanya Rossington, Information Rights Officer, Corporate Services and Governance, 1st Floor, Civic Centre, Regent Street, Gateshead, NE8 1HH. You may be required to pay a fee or comply with conditions for permitted re-use.

Yours sincerely
Information Rights Officer

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