Details of change of complaints policy and complaints refused
Dear Enfield Council,
On the 13th November 2017 Mr Matthew Breslin of the Complaints and Information Team wrote to a resident stating that:
"Under the complaints procedure we now only process Cycle Enfield complaints that directly affect a resident."
Will you therefore please provide:
1. A copy of the minutes for the Cabinet meeting at which this change to Complaints policy was debated and agreed.
If you cannot provide the requested minutes, please provide instead the date on which this change was agreed and, if different, the date on which it was implemented, along with the name(s) of the person(s) responsible for the decision and a copy of all notes and records of discussions and agreements relating to that decision.
2. A copy of all residents' complaints that have been rejected since that policy change was instigated.
If you cannot or will not provide the required response to request 2, please instead provide the total number of complaints you have rejected since implementing this change.
Yours faithfully,
Linda Miller
Thank you for your email.
We will respond as soon as possible.
Regards,
Complaints and Access to Information Team,
Enfield Council.
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Classification: OFFICIAL
Dear Ms Miller,
Thank you for making a request for information to the London Borough of Enfield.
We are aiming to respond to your request by 12/12/17 and will let you know if we hold the information you requested and whether or not we can release it under the Freedom of Information Act 2000.
We are now making an initial assessment of your request and we will contact you if any clarification is needed.
If you have any queries regarding your request, please contact us at [Enfield Council request email] quoting your reference FOI 3115.
Regards,
Matthew Breslin
Complaints and Access to Information Coordinator- Gateway Services Finance, Resources and Customer Services
0208 379 4397
Enfield Council
39 London Road
Enfield
EN2 6DS
Classification: OFFICIAL
Dear Dr Miller
Thank you for your request.
Our response is below;
1. The complaints policy has not changed since November 2015. Therefore, there was no Cabinet meeting as referred to in your request; and as such, no minutes or dates of the change, etc. What Mr Breslin meant is that the matter that you raised do not fall within the complaints policy. This is consistent with my attached email to you dated 29 June 2017.
2. Enfield Council do not reject complaints from residents and therefore this information is not held. We respond to complaints and concerns as appropriate.
You have the right to request an internal review within two months, if you are unhappy with the response or the way how your request has been handled.
Regards
Nicholas Foster
Complaints and Access to Information Manager
Complaints and Access to Information Team
Finance, Resources and Customer Services
0208 379 6498
Enfield Council
PO Box 50,
Civic Centre,
Silver Street, Enfield
EN1 3XA
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