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Customer Technical Issues and Service Improvement Measures

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Subject: Freedom of Information Request - Customer Technical Issues and Service Improvement Measures

Dear Edinburgh Leisure,

I hope this message finds you well. Pursuant to the Freedom of Information (Scotland) Act 2002, I am submitting a request for information regarding the technical issues experienced by customers in the use of Edinburgh Leisure's services, encompassing the public-facing website, Coaching Portal, Online Booking website, and mobile app.

To gain a comprehensive understanding, I kindly request the following information:

Customer Technical Issues: A summary of the major technical problems reported by customers over the past five years in relation to the public-facing website, Coaching Portal, Online Booking website, and the mobile app.

Benchmarking and Comparative Analysis: Details on any studies or benchmarks employed by Edinburgh Leisure to assess the frequency and nature of technical issues, and how the reported problems compare to industry and sectoral benchmarks.

Improvement Measures: Documentation outlining the steps and strategies implemented by Edinburgh Leisure to address and ameliorate the identified technical issues.
Constraints or challenges faced by Edinburgh Leisure in implementing these improvement measures.

Reports and Documentation: Any internal reports, analyses, or reviews conducted by Edinburgh Leisure regarding customer-reported technical issues and the effectiveness of implemented solutions.

Communication with Customers: Information on how Edinburgh Leisure communicates with customers regarding technical issues, including any proactive measures taken to inform and assist customers in resolving problems.

In accordance with the Freedom of Information legislation, I understand that there may be costs associated with fulfilling this request. To ensure the most efficient use of resources, please inform me of any potential fees or, if necessary, assist in narrowing down the scope of the request within reasonable limits.

For transparency and accessibility, I request that responses be provided electronically. If feasible, kindly process this request via the WhatDoTheyKnow platform.

I appreciate your attention to this matter and look forward to receiving the requested information within the statutory timeframe.

Yours faithfully,

Kevin P Donovan

FOI, Edinburgh Leisure

Kevin P Donovan

 

[1][FOI #1066940 email]

 

Date:                   08.01.24

 

Our ref:               ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 - Acknowledgement of Request

 

Subject: Customer Technical Issues and Service Improvement Measures

 

Thank you for your request for information on 07.01.24 which was received
on 07.01.24. In your request, you asked for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

 

To gain a comprehensive understanding, I kindly request the following
information:

 

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

 

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

 

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

 

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

 

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

 

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

 

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

 

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is being processed under the Freedom of Information
(Scotland) Act 2002.

 

You will receive the information requested within 20 working days unless
Edinburgh Leisure does not hold the information, or there is a reason for
it to be withheld. We will write to you in any event.

 

In some circumstances, a fee may be payable and if that is the case we
will let you know.

 

If you have any requirements regarding the format any information should
be supplied in, e.g., the language to be used, audio, large print and so
on, then please let me know.

 

If you have any queries or concerns, do not hesitate to get in touch.
Please quote the reference number above in any future communications.

 

To promote transparency and accountability, please note it is Edinburgh
Leisure’s policy to publish all request details and responses made under
the freedom of information legislation. This information will be made
available through Edinburgh Leisure’s website and will not include your
personal details. The disclosure log is available here.

 

Further information about your rights and accessing information is
available on our website in the Freedom of Information Section.

 

Click here to access.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

 

 

 

 

Jean Duncan

Information Compliance

 

Email: [email address] | Web: www.edinburghleisure.co.uk

Tel: 0131 458 2100 | Mob:

 

Edinburgh Leisure

Head Office, Meadowbank Sports Centre

Edinburgh

EH7 6AE

 

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

 

 

 

 

 

show quoted sections

FOI, Edinburgh Leisure

7 Attachments

Kevin P Donovan

 

[1][FOI #1066940 email]

 

Date:           08.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification

 

Subject: Customer Technical Issues and Service Improvement Measures

Thank you for your request for information of 07.01.24 in which you asked
for:

 

┌────────────────────────────────────────────────────────────────────────┐
│I hope this message finds you well. Pursuant to the Freedom of │
│Information (Scotland) Act 2002, I am submitting a request for │
│information regarding the technical issues experienced by customers in │
│the use of Edinburgh Leisure's services, encompassing the public-facing │
│website, Coaching Portal, Online Booking website, and mobile app. │
│ │
│To gain a comprehensive understanding, I kindly request the following │
│information: │
│ │
│Customer Technical Issues: A summary of the major technical problems │
│reported by customers over the past five years in relation to the │
│public-facing website, Coaching Portal, Online Booking website, and the │
│mobile app. │
│ │
│Benchmarking and Comparative Analysis: Details on any studies or │
│benchmarks employed by Edinburgh Leisure to assess the frequency and │
│nature of technical issues, and how the reported problems compare to │
│industry and sectoral benchmarks. │
│ │
│Improvement Measures: Documentation outlining the steps and strategies │
│implemented by Edinburgh Leisure to address and ameliorate the │
│identified technical issues. │
│ │
│Constraints or challenges faced by Edinburgh Leisure in implementing │
│these improvement measures. │
│ │
│Reports and Documentation: Any internal reports, analyses, or reviews │
│conducted by Edinburgh Leisure regarding customer-reported technical │
│issues and the effectiveness of implemented solutions. │
│ │
│Communication with Customers: Information on how Edinburgh Leisure │
│communicates with customers regarding technical issues, including any │
│proactive measures taken to inform and assist customers in resolving │
│problems. │
│ │
│In accordance with the Freedom of Information legislation, I understand │
│that there may be costs associated with fulfilling this request. To │
│ensure the most efficient use of resources, please inform me of any │
│potential fees or, if necessary, assist in narrowing down the scope of │
│the request within reasonable limits. │
│ │
│For transparency and accessibility, I request that responses be provided│
│electronically. If feasible, kindly process this request via the │
│WhatDoTheyKnow platform. │
│ │
│I appreciate your attention to this matter and look forward to receiving│
│the requested information within the statutory timeframe. │
└────────────────────────────────────────────────────────────────────────┘

 

Your request is processed under the terms of the Freedom of Information
(Scotland) Act 2002. Unfortunately, we cannot identify the information you
have requested from the details you have provided. To help us meet your
request, could you please provide the following:

What do you classify as "major technical problems"?

On receipt of further details, we will respond to your request within 20
working days, as required under the legislation. Please note that the
statutory 20 working day deadline for responding to your request will not
start until clarification has been received.

If we do not hear from you within 40 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss further, please get in touch. Please remember to
quote the above reference number in any future communications.

 

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[2]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below for information on what to do if
you are unhappy with our response, your right to ask us to review our
decision and how you can appeal to the Scottish Information Commissioner.

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [3][Edinburgh Leisure request email] for the
attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [4][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[5]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[6]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [7]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [8][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [9]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [10]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [11]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [12]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[13]Appealing against our decision

 

Website [14]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[email address] Head
[15]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [16]Facebook [17]Twitter [18]Instagram [19]Apple [20]PlayStore
Centre App [21][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

══════════════════════════════════════════════════════════════════════════

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 10:53 AM
To: 'Kevin P Donovan' <[FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[22][FOI #1066940 email]

 

Date:                   08.01.24

 

Our ref:               ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 - Acknowledgement of Request

 

Subject: Customer Technical Issues and Service Improvement Measures

 

Thank you for your request for information on 07.01.24 which was received
on 07.01.24. In your request, you asked for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

 

To gain a comprehensive understanding, I kindly request the following
information:

 

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

 

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

 

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

 

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

 

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

 

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

 

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

 

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is being processed under the Freedom of Information
(Scotland) Act 2002.

 

You will receive the information requested within 20 working days unless
Edinburgh Leisure does not hold the information, or there is a reason for
it to be withheld. We will write to you in any event.

 

In some circumstances, a fee may be payable and if that is the case we
will let you know.

 

If you have any requirements regarding the format any information should
be supplied in, e.g., the language to be used, audio, large print and so
on, then please let me know.

 

If you have any queries or concerns, do not hesitate to get in touch.
Please quote the reference number above in any future communications.

 

To promote transparency and accountability, please note it is Edinburgh
Leisure’s policy to publish all request details and responses made under
the freedom of information legislation. This information will be made
available through Edinburgh Leisure’s website and will not include your
personal details. The disclosure log is available here.

 

Further information about your rights and accessing information is
available on our website in the Freedom of Information Section.

 

Click here to access.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

 

 

 

 

Jean Duncan

Information Compliance

 

Email: [23][email address] | Web:
[24]www.edinburghleisure.co.uk

Tel: 0131 458 2100 | Mob:

 

Edinburgh Leisure

Head Office, Meadowbank Sports Centre

Edinburgh

EH7 6AE

 

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

 

 

 

 

 

show quoted sections

FOI, Edinburgh Leisure

10 Attachments

[1][FOI #1066940 email]

 

Date:           15.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

 

We wrote to you on 08.01.24 asking if you could provide some further
details to help us identify the information you are interested in
(emailed, see email trail below). To date we have not received a response
from you. Unfortunately, we cannot proceed with your request until you
provide us with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

If we do not hear from you within 20 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [2]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[3]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [4][Edinburgh Leisure request email] for the
attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [5][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[6]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[7]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [8]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [9][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [10]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [11]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [12]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [13]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[14]Appealing against our decision

 

Website [15]www.itspublicknowledge.info

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[email address] Head
[16]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [17]Facebook [18]Twitter [19]Instagram [20]Apple [21]PlayStore
Centre App [22][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

══════════════════════════════════════════════════════════════════════════

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 11:48 AM
To: Kevin P Donovan <[FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[23][FOI #1066940 email]

 

Date:           08.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification

 

Subject: Customer Technical Issues and Service Improvement Measures

Thank you for your request for information of 07.01.24 in which you asked
for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

To gain a comprehensive understanding, I kindly request the following
information:

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is processed under the terms of the Freedom of Information
(Scotland) Act 2002. Unfortunately, we cannot identify the information you
have requested from the details you have provided. To help us meet your
request, could you please provide the following:

What do you classify as "major technical problems"?

On receipt of further details, we will respond to your request within 20
working days, as required under the legislation. Please note that the
statutory 20 working day deadline for responding to your request will not
start until clarification has been received.

If we do not hear from you within 40 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss further, please get in touch. Please remember to
quote the above reference number in any future communications.

 

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[24]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below for information on what to do if
you are unhappy with our response, your right to ask us to review our
decision and how you can appeal to the Scottish Information Commissioner.

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [25][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [26][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[27]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[28]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [29]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [30][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [31]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [32]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [33]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [34]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[35]Appealing against our decision

 

Website [36]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[37][email address] Head
[38]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [39]Facebook [40]Twitter [41]Instagram [42]Apple [43]PlayStore
Centre App [44][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 10:53 AM
To: 'Kevin P Donovan' <[45][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[46][FOI #1066940 email]

 

Date:                   08.01.24

 

Our ref:               ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 - Acknowledgement of Request

 

Subject: Customer Technical Issues and Service Improvement Measures

 

Thank you for your request for information on 07.01.24 which was received
on 07.01.24. In your request, you asked for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

 

To gain a comprehensive understanding, I kindly request the following
information:

 

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

 

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

 

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

 

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

 

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

 

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

 

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

 

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is being processed under the Freedom of Information
(Scotland) Act 2002.

 

You will receive the information requested within 20 working days unless
Edinburgh Leisure does not hold the information, or there is a reason for
it to be withheld. We will write to you in any event.

 

In some circumstances, a fee may be payable and if that is the case we
will let you know.

 

If you have any requirements regarding the format any information should
be supplied in, e.g., the language to be used, audio, large print and so
on, then please let me know.

 

If you have any queries or concerns, do not hesitate to get in touch.
Please quote the reference number above in any future communications.

 

To promote transparency and accountability, please note it is Edinburgh
Leisure’s policy to publish all request details and responses made under
the freedom of information legislation. This information will be made
available through Edinburgh Leisure’s website and will not include your
personal details. The disclosure log is available here.

 

Further information about your rights and accessing information is
available on our website in the Freedom of Information Section.

 

Click here to access.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

 

 

 

 

Jean Duncan

Information Compliance

 

Email: [47][email address] | Web:
[48]www.edinburghleisure.co.uk

Tel: 0131 458 2100 | Mob:

 

Edinburgh Leisure

Head Office, Meadowbank Sports Centre

Edinburgh

EH7 6AE

 

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

 

 

 

 

 

show quoted sections

FOI, Edinburgh Leisure

9 Attachments

[1][FOI #1066940 email]

 

Date:           22.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Second Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

We wrote to you on 08.01.24 and again on 15.01.24 asking if you could
provide some further details to help us identify the information you are
interested in. To date we have not received a response from you.
Unfortunately, we cannot proceed with your request until you provide us
with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

If we do not hear from you within 20 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [2]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[3]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [4][Edinburgh Leisure request email] for the
attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [5][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[6]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[7]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [8]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [9][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [10]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [11]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [12]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [13]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[14]Appealing against our decision

 

Website [15]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[email address] Head
[16]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [17]Facebook [18]Twitter [19]Instagram [20]Apple [21]PlayStore
Centre App [22][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

══════════════════════════════════════════════════════════════════════════

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 15, 2024 1:22 PM
To: Kevin P Donovan <[FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

[23][FOI #1066940 email]

 

Date:           15.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

 

We wrote to you on 08.01.24 asking if you could provide some further
details to help us identify the information you are interested in
(emailed, see email trail below). To date we have not received a response
from you. Unfortunately, we cannot proceed with your request until you
provide us with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

If we do not hear from you within 20 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [24]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[25]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [26][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [27][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[28]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[29]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [30]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [31][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [32]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [33]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [34]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [35]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[36]Appealing against our decision

 

Website [37]www.itspublicknowledge.info

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[38][email address] Head
[39]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [40]Facebook [41]Twitter [42]Instagram [43]Apple [44]PlayStore
Centre App [45][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 11:48 AM
To: Kevin P Donovan <[46][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[47][FOI #1066940 email]

 

Date:           08.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification

 

Subject: Customer Technical Issues and Service Improvement Measures

Thank you for your request for information of 07.01.24 in which you asked
for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

To gain a comprehensive understanding, I kindly request the following
information:

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is processed under the terms of the Freedom of Information
(Scotland) Act 2002. Unfortunately, we cannot identify the information you
have requested from the details you have provided. To help us meet your
request, could you please provide the following:

What do you classify as "major technical problems"?

On receipt of further details, we will respond to your request within 20
working days, as required under the legislation. Please note that the
statutory 20 working day deadline for responding to your request will not
start until clarification has been received.

If we do not hear from you within 40 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss further, please get in touch. Please remember to
quote the above reference number in any future communications.

 

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[48]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below for information on what to do if
you are unhappy with our response, your right to ask us to review our
decision and how you can appeal to the Scottish Information Commissioner.

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [49][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [50][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[51]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[52]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [53]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [54][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [55]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [56]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [57]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [58]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[59]Appealing against our decision

 

Website [60]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[61][email address] Head
[62]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [63]Facebook [64]Twitter [65]Instagram [66]Apple [67]PlayStore
Centre App [68][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 10:53 AM
To: 'Kevin P Donovan' <[69][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[70][FOI #1066940 email]

 

Date:                   08.01.24

 

Our ref:               ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 - Acknowledgement of Request

 

Subject: Customer Technical Issues and Service Improvement Measures

 

Thank you for your request for information on 07.01.24 which was received
on 07.01.24. In your request, you asked for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

 

To gain a comprehensive understanding, I kindly request the following
information:

 

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

 

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

 

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

 

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

 

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

 

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

 

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

 

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is being processed under the Freedom of Information
(Scotland) Act 2002.

 

You will receive the information requested within 20 working days unless
Edinburgh Leisure does not hold the information, or there is a reason for
it to be withheld. We will write to you in any event.

 

In some circumstances, a fee may be payable and if that is the case we
will let you know.

 

If you have any requirements regarding the format any information should
be supplied in, e.g., the language to be used, audio, large print and so
on, then please let me know.

 

If you have any queries or concerns, do not hesitate to get in touch.
Please quote the reference number above in any future communications.

 

To promote transparency and accountability, please note it is Edinburgh
Leisure’s policy to publish all request details and responses made under
the freedom of information legislation. This information will be made
available through Edinburgh Leisure’s website and will not include your
personal details. The disclosure log is available here.

 

Further information about your rights and accessing information is
available on our website in the Freedom of Information Section.

 

Click here to access.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

 

 

 

 

Jean Duncan

Information Compliance

 

Email: [71][email address] | Web:
[72]www.edinburghleisure.co.uk

Tel: 0131 458 2100 | Mob:

 

Edinburgh Leisure

Head Office, Meadowbank Sports Centre

Edinburgh

EH7 6AE

 

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

 

 

 

 

 

show quoted sections

FOI, Edinburgh Leisure

9 Attachments

Kevin P Donovan

 

[1][FOI #1066940 email]

 

Date:           13.02.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Third Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

Following receipt of your request of 07/01/24, we wrote to you on 08.01.24
and again on 15.01.24 asking if you could provide some further details to
help us identify the information you are interested in.

To date we have not received a response from you. Unfortunately, we cannot
proceed with your request until you provide us with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

As 40 working days from our original request for clarification (08.01.24)
is due to elapse on 15.02.24, if we do not hear from you by then, we will
assume that you are no longer seeking the information you have requested
and will close your request. I will write again to inform you that your
request has been closed after that date.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [2]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[3]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [4][Edinburgh Leisure request email] for the
attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [5][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[6]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[7]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [8]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [9][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [10]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [11]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [12]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [13]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[14]Appealing against our decision

 

Website [15]www.itspublicknowledge.info

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[email address] Head
[16]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [17]Facebook [18]Twitter [19]Instagram [20]Apple [21]PlayStore
Centre App [22][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

══════════════════════════════════════════════════════════════════════════

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 22, 2024 10:48 AM
To: Kevin P Donovan <[FOI #1066940 email]>
Subject: ELIR00392 Request for Clarification Second Reminder
Importance: High

 

[23][FOI #1066940 email]

 

Date:           22.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Second Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

We wrote to you on 08.01.24 and again on 15.01.24 asking if you could
provide some further details to help us identify the information you are
interested in. To date we have not received a response from you.
Unfortunately, we cannot proceed with your request until you provide us
with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

If we do not hear from you within 20 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [24]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[25]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [26][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [27][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[28]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[29]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [30]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [31][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [32]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [33]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [34]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [35]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[36]Appealing against our decision

 

Website [37]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[38][email address] Head
[39]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [40]Facebook [41]Twitter [42]Instagram [43]Apple [44]PlayStore
Centre App [45][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 15, 2024 1:22 PM
To: Kevin P Donovan <[46][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

[47][FOI #1066940 email]

 

Date:           15.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

 

We wrote to you on 08.01.24 asking if you could provide some further
details to help us identify the information you are interested in
(emailed, see email trail below). To date we have not received a response
from you. Unfortunately, we cannot proceed with your request until you
provide us with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

If we do not hear from you within 20 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [48]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[49]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [50][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [51][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[52]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[53]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [54]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [55][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [56]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [57]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [58]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [59]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[60]Appealing against our decision

 

Website [61]www.itspublicknowledge.info

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[62][email address] Head
[63]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [64]Facebook [65]Twitter [66]Instagram [67]Apple [68]PlayStore
Centre App [69][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 11:48 AM
To: Kevin P Donovan <[70][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[71][FOI #1066940 email]

 

Date:           08.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification

 

Subject: Customer Technical Issues and Service Improvement Measures

Thank you for your request for information of 07.01.24 in which you asked
for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

To gain a comprehensive understanding, I kindly request the following
information:

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is processed under the terms of the Freedom of Information
(Scotland) Act 2002. Unfortunately, we cannot identify the information you
have requested from the details you have provided. To help us meet your
request, could you please provide the following:

What do you classify as "major technical problems"?

On receipt of further details, we will respond to your request within 20
working days, as required under the legislation. Please note that the
statutory 20 working day deadline for responding to your request will not
start until clarification has been received.

If we do not hear from you within 40 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss further, please get in touch. Please remember to
quote the above reference number in any future communications.

 

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[72]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below for information on what to do if
you are unhappy with our response, your right to ask us to review our
decision and how you can appeal to the Scottish Information Commissioner.

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [73][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [74][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[75]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[76]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [77]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [78][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [79]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [80]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [81]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [82]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[83]Appealing against our decision

 

Website [84]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[85][email address] Head
[86]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [87]Facebook [88]Twitter [89]Instagram [90]Apple [91]PlayStore
Centre App [92][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 10:53 AM
To: 'Kevin P Donovan' <[93][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[94][FOI #1066940 email]

 

Date:                   08.01.24

 

Our ref:               ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 - Acknowledgement of Request

 

Subject: Customer Technical Issues and Service Improvement Measures

 

Thank you for your request for information on 07.01.24 which was received
on 07.01.24. In your request, you asked for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

 

To gain a comprehensive understanding, I kindly request the following
information:

 

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

 

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

 

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

 

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

 

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

 

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

 

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

 

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is being processed under the Freedom of Information
(Scotland) Act 2002.

 

You will receive the information requested within 20 working days unless
Edinburgh Leisure does not hold the information, or there is a reason for
it to be withheld. We will write to you in any event.

 

In some circumstances, a fee may be payable and if that is the case we
will let you know.

 

If you have any requirements regarding the format any information should
be supplied in, e.g., the language to be used, audio, large print and so
on, then please let me know.

 

If you have any queries or concerns, do not hesitate to get in touch.
Please quote the reference number above in any future communications.

 

To promote transparency and accountability, please note it is Edinburgh
Leisure’s policy to publish all request details and responses made under
the freedom of information legislation. This information will be made
available through Edinburgh Leisure’s website and will not include your
personal details. The disclosure log is available here.

 

Further information about your rights and accessing information is
available on our website in the Freedom of Information Section.

 

Click here to access.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

 

 

 

 

Jean Duncan

Information Compliance

 

Email: [95][email address] | Web:
[96]www.edinburghleisure.co.uk

Tel: 0131 458 2100 | Mob:

 

Edinburgh Leisure

Head Office, Meadowbank Sports Centre

Edinburgh

EH7 6AE

 

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

 

 

 

 

 

show quoted sections

FOI, Edinburgh Leisure

9 Attachments

Kevin P Donovan

 

[1][FOI #1066940 email]

 

Date:           13.02.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Third Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

Following receipt of your request of 07/01/24, we wrote to you on 08.01.24
and again on 15.01.24 asking if you could provide some further details to
help us identify the information you are interested in.

To date we have not received a response from you. Unfortunately, we cannot
proceed with your request until you provide us with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

As 40 working days from our original request for clarification (08.01.24)
is due to elapse on 01.03.24, if we do not hear from you by then, we will
assume that you are no longer seeking the information you have requested
and will close your request. I will write again to inform you that your
request has been closed after that date.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [2]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[3]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [4][Edinburgh Leisure request email] for the
attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [5][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[6]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[7]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [8]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [9][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [10]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [11]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [12]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [13]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[14]Appealing against our decision

 

Website [15]www.itspublicknowledge.info

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[email address] Head
[16]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [17]Facebook [18]Twitter [19]Instagram [20]Apple [21]PlayStore
Centre App [22][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 22, 2024 10:48 AM
To: Kevin P Donovan <[FOI #1066940 email]>
Subject: ELIR00392 Request for Clarification Second Reminder
Importance: High

 

[23][FOI #1066940 email]

 

Date:           22.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Second Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

We wrote to you on 08.01.24 and again on 15.01.24 asking if you could
provide some further details to help us identify the information you are
interested in. To date we have not received a response from you.
Unfortunately, we cannot proceed with your request until you provide us
with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

If we do not hear from you within 20 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [24]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[25]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [26][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [27][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[28]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[29]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [30]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [31][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [32]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [33]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [34]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [35]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[36]Appealing against our decision

 

Website [37]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[38][email address] Head
[39]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [40]Facebook [41]Twitter [42]Instagram [43]Apple [44]PlayStore
Centre App [45][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 15, 2024 1:22 PM
To: Kevin P Donovan <[46][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

[47][FOI #1066940 email]

 

Date:           15.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

 

We wrote to you on 08.01.24 asking if you could provide some further
details to help us identify the information you are interested in
(emailed, see email trail below). To date we have not received a response
from you. Unfortunately, we cannot proceed with your request until you
provide us with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

If we do not hear from you within 20 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [48]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[49]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [50][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [51][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[52]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[53]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [54]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [55][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [56]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [57]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [58]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [59]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[60]Appealing against our decision

 

Website [61]www.itspublicknowledge.info

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[62][email address] Head
[63]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [64]Facebook [65]Twitter [66]Instagram [67]Apple [68]PlayStore
Centre App [69][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 11:48 AM
To: Kevin P Donovan <[70][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[71][FOI #1066940 email]

 

Date:           08.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification

 

Subject: Customer Technical Issues and Service Improvement Measures

Thank you for your request for information of 07.01.24 in which you asked
for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

To gain a comprehensive understanding, I kindly request the following
information:

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is processed under the terms of the Freedom of Information
(Scotland) Act 2002. Unfortunately, we cannot identify the information you
have requested from the details you have provided. To help us meet your
request, could you please provide the following:

What do you classify as "major technical problems"?

On receipt of further details, we will respond to your request within 20
working days, as required under the legislation. Please note that the
statutory 20 working day deadline for responding to your request will not
start until clarification has been received.

If we do not hear from you within 40 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss further, please get in touch. Please remember to
quote the above reference number in any future communications.

 

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[72]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below for information on what to do if
you are unhappy with our response, your right to ask us to review our
decision and how you can appeal to the Scottish Information Commissioner.

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [73][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [74][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[75]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[76]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [77]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [78][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [79]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [80]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [81]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [82]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[83]Appealing against our decision

 

Website [84]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[85][email address] Head
[86]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [87]Facebook [88]Twitter [89]Instagram [90]Apple [91]PlayStore
Centre App [92][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 10:53 AM
To: 'Kevin P Donovan' <[93][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[94][FOI #1066940 email]

 

Date:                   08.01.24

 

Our ref:               ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 - Acknowledgement of Request

 

Subject: Customer Technical Issues and Service Improvement Measures

 

Thank you for your request for information on 07.01.24 which was received
on 07.01.24. In your request, you asked for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

 

To gain a comprehensive understanding, I kindly request the following
information:

 

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

 

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

 

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

 

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

 

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

 

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

 

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

 

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is being processed under the Freedom of Information
(Scotland) Act 2002.

 

You will receive the information requested within 20 working days unless
Edinburgh Leisure does not hold the information, or there is a reason for
it to be withheld. We will write to you in any event.

 

In some circumstances, a fee may be payable and if that is the case we
will let you know.

 

If you have any requirements regarding the format any information should
be supplied in, e.g., the language to be used, audio, large print and so
on, then please let me know.

 

If you have any queries or concerns, do not hesitate to get in touch.
Please quote the reference number above in any future communications.

 

To promote transparency and accountability, please note it is Edinburgh
Leisure’s policy to publish all request details and responses made under
the freedom of information legislation. This information will be made
available through Edinburgh Leisure’s website and will not include your
personal details. The disclosure log is available here.

 

Further information about your rights and accessing information is
available on our website in the Freedom of Information Section.

 

Click here to access.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

 

 

 

 

Jean Duncan

Information Compliance

 

Email: [95][email address] | Web:
[96]www.edinburghleisure.co.uk

Tel: 0131 458 2100 | Mob:

 

Edinburgh Leisure

Head Office, Meadowbank Sports Centre

Edinburgh

EH7 6AE

 

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

 

 

 

 

 

show quoted sections

FOI, Edinburgh Leisure

10 Attachments

Date:           01.03.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification –
Closure

 

Subject: Customer Technical Issues and Service Improvement Measures

Following receipt of your request of 07.01.24, we wrote to you on 08.01.24
Request for Clarification and again on 15.01.24 Request for Clarification
Reminder, 22.01.24 Request for Clarification Second Reminder & 13.02.24
Request for Clarification Third Reminder asking if you could provide some
further details to help us identify the information you are interested in.

To date we have not received a response from you.

As 40 working days have elapsed, we have assumed that you are no longer
seeking the information you have requested and have closed your request.

Further information about your rights and accessing information is
available on our website in the Freedom of Information Section. Click
[1]here to access.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[2]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [3][Edinburgh Leisure request email] for the
attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [4][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[5]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[6]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [7]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [8][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [9]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [10]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [11]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [12]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[13]Appealing against our decision

 

Website [14]www.itspublicknowledge.info

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[email address] Head
[15]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [16]Facebook [17]Twitter [18]Instagram [19]Apple [20]PlayStore
Centre App [21][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

══════════════════════════════════════════════════════════════════════════

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI <[Edinburgh Leisure request email]>
Sent: Tuesday, February 13, 2024 10:35 AM
To: FOI <[Edinburgh Leisure request email]>; Kevin P Donovan
<[FOI #1066940 email]>
Subject: RE: ELIR00392 Request for Clarification Third Reminder
Importance: High

 

Resent as 40 working days date was wrong – should be 01.03.24

 

Kevin P Donovan

 

[22][FOI #1066940 email]

 

Date:           13.02.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Third Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

Following receipt of your request of 07/01/24, we wrote to you on 08.01.24
and again on 15.01.24 asking if you could provide some further details to
help us identify the information you are interested in.

To date we have not received a response from you. Unfortunately, we cannot
proceed with your request until you provide us with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

As 40 working days from our original request for clarification (08.01.24)
is due to elapse on 01.03.24, if we do not hear from you by then, we will
assume that you are no longer seeking the information you have requested
and will close your request. I will write again to inform you that your
request has been closed after that date.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [23]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[24]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [25][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [26][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[27]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[28]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [29]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [30][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [31]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [32]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [33]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [34]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[35]Appealing against our decision

 

Website [36]www.itspublicknowledge.info

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[37][email address] Head
[38]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [39]Facebook [40]Twitter [41]Instagram [42]Apple [43]PlayStore
Centre App [44][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 22, 2024 10:48 AM
To: Kevin P Donovan <[45][FOI #1066940 email]>
Subject: ELIR00392 Request for Clarification Second Reminder
Importance: High

 

[46][FOI #1066940 email]

 

Date:           22.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Second Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

We wrote to you on 08.01.24 and again on 15.01.24 asking if you could
provide some further details to help us identify the information you are
interested in. To date we have not received a response from you.
Unfortunately, we cannot proceed with your request until you provide us
with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

If we do not hear from you within 20 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [47]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[48]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [49][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [50][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[51]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[52]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [53]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [54][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [55]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [56]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [57]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [58]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[59]Appealing against our decision

 

Website [60]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[61][email address] Head
[62]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [63]Facebook [64]Twitter [65]Instagram [66]Apple [67]PlayStore
Centre App [68][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 15, 2024 1:22 PM
To: Kevin P Donovan <[69][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

[70][FOI #1066940 email]

 

Date:           15.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification
Reminder

 

Subject: Customer Technical Issues and Service Improvement Measures

 

We wrote to you on 08.01.24 asking if you could provide some further
details to help us identify the information you are interested in
(emailed, see email trail below). To date we have not received a response
from you. Unfortunately, we cannot proceed with your request until you
provide us with the following:

What do you classify as "major technical problems"?

On receipt of these further details, we will respond to your request
within 20 working days. Please note that the statutory 20 working day
deadline for responding to your request will not start until we have
received the requested clarification from you.

If we do not hear from you within 20 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss your request or have any questions, please do not
hesitate to get in touch. Please quote the reference number above in any
future communications.

Further information about your rights and accessing information is
available on our website. Click [71]here.

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[72]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below (and attached) for information on
what to do if you are unhappy with our response, your right to ask us to
review our decision and how you can appeal to the Scottish Information
Commissioner.

Appendix 1 Your right to seek a review

Appendix 2 – Appeal to the Commissioner 

Appendix 3 – Appealing against the Commissioner’s decision.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [73][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [74][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[75]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[76]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [77]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [78][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [79]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [80]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [81]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [82]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[83]Appealing against our decision

 

Website [84]www.itspublicknowledge.info

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[85][email address] Head
[86]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [87]Facebook [88]Twitter [89]Instagram [90]Apple [91]PlayStore
Centre App [92][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 11:48 AM
To: Kevin P Donovan <[93][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[94][FOI #1066940 email]

 

Date:           08.01.24

 

Our ref:        ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 – Request for Clarification

 

Subject: Customer Technical Issues and Service Improvement Measures

Thank you for your request for information of 07.01.24 in which you asked
for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

To gain a comprehensive understanding, I kindly request the following
information:

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is processed under the terms of the Freedom of Information
(Scotland) Act 2002. Unfortunately, we cannot identify the information you
have requested from the details you have provided. To help us meet your
request, could you please provide the following:

What do you classify as "major technical problems"?

On receipt of further details, we will respond to your request within 20
working days, as required under the legislation. Please note that the
statutory 20 working day deadline for responding to your request will not
start until clarification has been received.

If we do not hear from you within 40 working days, we will assume that you
are no longer seeking the information you have requested and will take no
further action.

If you wish to discuss further, please get in touch. Please remember to
quote the above reference number in any future communications.

 

What to do if you are unhappy with the response

The three stages of appeal

If you are unhappy with our response, you can challenge it by following these 3
stages:

 1. You should first ask us to review our response.
 2. If you have already done this, you can appeal to the Commissioner.
 3. If you are unhappy with the Commissioner's decision, you can appeal to
the Court of Session (but only on a point of law).

You can find out more information on each of the stages on the Scottish
Information Commissioner’s website:

[95]https://www.itspublicknowledge.info/what...

 

Please see the following Appendix below for information on what to do if
you are unhappy with our response, your right to ask us to review our
decision and how you can appeal to the Scottish Information Commissioner.

Yours sincerely,

Jean Duncan

Information Compliance Section

 

Appendix

Freedom of Information (Scotland) Act 2002

Appendix 1: Your right to seek a review

If you have made a request and are unhappy with the response from us (or
have not had a response), you have the right to request a review from us.

You should ask for a review no later than 40 working days after the date
you received a response from us. If we did not respond at all, you have 40
working days after the end of the 20-working day period for responding to
your request.

How to ask for a review

You must request a review in writing or another form that can be kept for
future use such as email, letter, fax, audio, or video tape.

You should:

• Give your name and an address (email or postal) for correspondence
• Provide details of your original request
• Say why you want us to review how we handled your request.

If you have been given contact details for a review, you should write to
that person.

Please direct all review requests to [96][Edinburgh Leisure request email] for
the attention of Jean Duncan. You can do so by replying to this email.

The review will be conducted by an individual who has not been involved in
the original response – in this instance our Director of People.

If we simply have not responded, or have not provided details of our
review procedure, you can make your request for review to any member of
our staff.

Our Details:

Information Compliance Section

Edinburgh Leisure Head Office

Meadowbank Sports Centre

139 London Road,

Edinburgh

EH7 6AE

Telephone:   0131 458 2100

Email:          FOI Review Requests: [97][Edinburgh Leisure request email]

 

When you request a review from us, we must respond to you as quickly as
possible and, in all cases, within 20 working days.

You will receive a full response to your review request within 20 working
days of its receipt.

Please quote the reference number above in any future communications.

You can find our more information about your rights to review on the
Scottish Information Commissioner’s website:

[98]https://www.itspublicknowledge.info/aski...

 

Appendix 2: Appeal to the Commissioner

If you're still unhappy after the review stage, you can appeal to the
Scottish Information Commissioner.

You must make your appeal within 6 months of when you received (or should
have received) your review response, and your appeal must be "valid" - see
the guidance below on how to make a valid appeal.

Full guidance on making an appeal can be found on the Scottish Information
Commissioner’s website.

[99]Appeal to the Commissioner

 

How to make an appeal

The Scottish Information Commissioner recommend that you use their
application form which can be found on their website [100]here.

You don't have to use this method, but if you do it will help to make sure
you provide all of the information the Commissioner needs to investigate
your case quickly.

If you don't use the form, your appeal must be in a format that can be
kept for future use, for example, by email or post or in an audio or video
recording.

 

How to Appeal without A Form

Your application must be made in writing (letter or email), or any other
format which can be kept for future use e.g. an audio or video recording.
Here is a list of what you must provide:

About you

• Full name
• Address, including postcode
• Contact phone number
• Email address
• If you are making the request on behalf of someone else or an
organisation, their name
• How you would like us to contact you?

 

About your information request and your request for review

• The name of the authority you made your request to
• The date you made your request
• Did the authority respond to your request?
• The date of the authority’s response (if one was provided)
• Why you asked the authority for a review?
• Did the authority carry out a review and respond to you?
• The date of the authority’s response (if one was provided)

 

About your application

• Why you are unhappy with the way the authority responded to your
request for review.

 

Sending the Details to the Scottish Information Commissioner

• Email to: [101][email address]
• Post to: Scottish Information Commissioner, Kinburn Castle,
Doubledykes Rd, St Andrews, KY16 9DS

 

What is a valid appeal?

A valid appeal is one where you:

• have been through the authority's review procedure
• provide the Commissioner with the information needed to investigate
your complaint
• have told the Commissioner what you are unhappy with.

Your appeal is most likely to be valid if you use their [102]application
form.

Ask yourself all of the questions below to check if your appeal is valid.
Alternatively, you can [103]download our detailed guidance on making a
valid appeal.

 

You can find further information on making an appeal on the Commissioner’s
website. Click [104]here.

 

Appendix 3: Appealing against the Commissioner’s decision

If you are unhappy with a decision made by the Scottish Information
Commissioner, you may be able to take the matter to the courts or complain
to the [105]Scottish Public Services Ombudsman (the SPSO).

What you can do next

There are two options to consider if you are unhappy with the
Commissioner's decision. 

• Going to the courts
• Complaining to the Scottish Public Services Ombudsman

 

Further information can be found on the website.

 

[106]Appealing against our decision

 

Website [107]www.itspublicknowledge.info

 

 

 

 

 

 

 

 

 

Jean Duncan Edinburgh
Information Compliance Leisure
[108][email address] Head
[109]www.edinburghleisure.co.uk Office,
Meadowbank
Sports [110]Facebook [111]Twitter [112]Instagram [113]Apple [114]PlayStore
Centre App [115][IMG]
139 London
Road
Edinburgh
EH7 6AE
Tel: 0131
458 2100

 

──────────────────────────────────────────────────────────────────────────

Edinburgh Leisure is a charity (registered in Scotland No. SC027450) on a
mission to help people lead more active, healthy lives.

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

Go green keep it on your screen

From: FOI
Sent: Monday, January 8, 2024 10:53 AM
To: 'Kevin P Donovan' <[116][FOI #1066940 email]>
Subject: RE: Freedom of Information request - Customer Technical Issues
and Service Improvement Measures
Importance: High

 

Kevin P Donovan

 

[117][FOI #1066940 email]

 

Date:                   08.01.24

 

Our ref:               ELIR00392

 

Dear Kevin P Donovan

 

Freedom of Information (Scotland) Act 2002 - Acknowledgement of Request

 

Subject: Customer Technical Issues and Service Improvement Measures

 

Thank you for your request for information on 07.01.24 which was received
on 07.01.24. In your request, you asked for:

 

I hope this message finds you well. Pursuant to the Freedom of Information
(Scotland) Act 2002, I am submitting a request for information regarding
the technical issues experienced by customers in the use of Edinburgh
Leisure's services, encompassing the public-facing website, Coaching
Portal, Online Booking website, and mobile app.

 

To gain a comprehensive understanding, I kindly request the following
information:

 

Customer Technical Issues: A summary of the major technical problems
reported by customers over the past five years in relation to the
public-facing website, Coaching Portal, Online Booking website, and the
mobile app.

 

Benchmarking and Comparative Analysis: Details on any studies or
benchmarks employed by Edinburgh Leisure to assess the frequency and
nature of technical issues, and how the reported problems compare to
industry and sectoral benchmarks.

 

Improvement Measures: Documentation outlining the steps and strategies
implemented by Edinburgh Leisure to address and ameliorate the identified
technical issues.

Constraints or challenges faced by Edinburgh Leisure in implementing these
improvement measures.

 

Reports and Documentation: Any internal reports, analyses, or reviews
conducted by Edinburgh Leisure regarding customer-reported technical
issues and the effectiveness of implemented solutions.

 

Communication with Customers: Information on how Edinburgh Leisure
communicates with customers regarding technical issues, including any
proactive measures taken to inform and assist customers in resolving
problems.

 

In accordance with the Freedom of Information legislation, I understand
that there may be costs associated with fulfilling this request. To ensure
the most efficient use of resources, please inform me of any potential
fees or, if necessary, assist in narrowing down the scope of the request
within reasonable limits.

 

For transparency and accessibility, I request that responses be provided
electronically. If feasible, kindly process this request via the
WhatDoTheyKnow platform.

 

I appreciate your attention to this matter and look forward to receiving
the requested information within the statutory timeframe.

 

Your request is being processed under the Freedom of Information
(Scotland) Act 2002.

 

You will receive the information requested within 20 working days unless
Edinburgh Leisure does not hold the information, or there is a reason for
it to be withheld. We will write to you in any event.

 

In some circumstances, a fee may be payable and if that is the case we
will let you know.

 

If you have any requirements regarding the format any information should
be supplied in, e.g., the language to be used, audio, large print and so
on, then please let me know.

 

If you have any queries or concerns, do not hesitate to get in touch.
Please quote the reference number above in any future communications.

 

To promote transparency and accountability, please note it is Edinburgh
Leisure’s policy to publish all request details and responses made under
the freedom of information legislation. This information will be made
available through Edinburgh Leisure’s website and will not include your
personal details. The disclosure log is available here.

 

Further information about your rights and accessing information is
available on our website in the Freedom of Information Section.

 

Click here to access.

 

Yours sincerely,

Jean Duncan

Information Compliance Section

 

 

 

 

 

Jean Duncan

Information Compliance

 

Email: [118][email address] | Web:
[119]www.edinburghleisure.co.uk

Tel: 0131 458 2100 | Mob:

 

Edinburgh Leisure

Head Office, Meadowbank Sports Centre

Edinburgh

EH7 6AE

 

The information transmitted, including attachments, is intended only for
the person(s) or entity to which it is addressed and may contain
confidential and/or privileged material. Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon
this information by persons or entities other than the intended recipient
is prohibited. If you received this in error please contact the sender and
destroy any copies of this information.

 

 

 

 

 

show quoted sections

We don't know whether the most recent response to this request contains information or not – if you are Kevin P Donovan please sign in and let everyone know.