Feed back from road users January 2017

Peter Silverman made this Freedom of Information request to Highways England Company Limited

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Response to this request is long overdue. By law, under all circumstances, Highways England Company Limited should have responded by now (details). You can complain by requesting an internal review.

Dear Highways England Company Limited,

Please provide me with copies of all feedback (complaints, notifications, information etc etc ) received from road users in January 2017.

These should include the original written communication or logs of telephone communications.

If you have any schedules summarising and / or analysing this data or parts of this data by topic or any other category please provide me with copies of them.

Thank you

Yours faithfully,

Peter Silverman

Highways England, Highways England Company Limited

This is an automated response:

 

Thank you for your email to Highways England.

 

If you’re reporting a real time issue which requires immediate attention
please call the Customer Contact Centre on 0300 123 5000. 

 

A map of the roads for which we are responsible can be found here
[1]http://www.highways.gov.uk/publications/... If
the road you’re interested in isn’t on this map it will fall under the
jurisdiction of the local authority.  You can find details of local
authorities using the search facility on the gov.uk website
at: [2]https://www.gov.uk/find-your-local-council

 

If your email does relate to an issue on Highways England's network it
will be passed to the relevant team within Highways England and they will
respond to you within a maximum of 15 working days.

 

If you’ve made a request under the Freedom of Information Act we will
respond to you within a maximum of 20 working days. Your request will be
dealt with in line with government guidelines:
[3]https://www.gov.uk/make-a-freedom-of-inf...

 

To help us improve our service please click [4]here to complete a short
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Kind regards

 

Highways England Customer Contact Centre.

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Highways England Company Limited | General enquiries: 0300 123 5000
|National Traffic Operations Centre, 3 Ridgeway, Quinton Business Park,
Birmingham B32 1AF |
[5]https://www.gov.uk/government/organisati... |
[6][Highways England request email]

 

Registered in England and Wales no 9346363 | Registered Office: Bridge
House, 1 Walnut Tree Close, Guildford, Surrey GU1 4LZ 

 

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References

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http://www.highways.gov.uk/publications/...
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6. mailto:[Highways England request email]

FOI Advice, Highways England Company Limited

Dear Mr Silverman
 
I am writing regarding your request for information, received on 18
February 2017. In that request, you asked us for "copies of all feedback
(complaints, notifications, information etc etc ) received  from road
users in January 2017. These should include the original written
communication or logs of telephone communications. If you have any
schedules summarising and / or analysing this data or parts of this data
by topic or any other category please provide me with copies of them."
 
We received a total of 19,745 enquiries in January 2017. In order to
compile the written/telephone communication logs, it would involve
manually extracting each request from our database.
 
Therefore, we have estimated that the cost of compiling your request will
exceed £450. Section 12 of the Act does not oblige us to comply with
requests if they exceed this limit.
 
If you are unhappy with the way we have handled your request you may ask
for an internal review within 2 months of the date of this response for
Freedom of Information requests and within 40 days for Environmental
Information Regulations requests.  
 
Our internal review process is available at:
[1]https://www.gov.uk/government/organisati...
 
If you require a print copy, please phone the Information Line on 0300 123
5000; or e-mail [2][Highways England request email]. You should contact me if
you wish to complain.
 
If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner can be contacted at:
 
        Information Commissioner’s Office
        Wycliffe House
        Water Lane
        Wilmslow
        Cheshire
        SK9 5AF
 
Please remember to quote reference number 749,370 in any future
communications.
 
Yours sincerely
 
Layla Beckett, Freedom of Information Officer
Highways England  | Piccadilly Gate | Store Street | Manchester | M1 2WD
Web: [3]http://www.highways.gov.uk
 
 
 

show quoted sections

Dear FOI Advice,

Thank you for your communication of 13th March.

Could you please review your response. Please note that you have not:

1. Provided advice and assistance that might have enabled me to modify my request to make it les onerous for you

In regard to the first part in which I wrote

“Please provide me with copies of all feedback (complaints, notifications, information etc etc ) received from road users in January 2017. These should include the original written communication or logs of telephone communications.”

.. you have not suggested how I might limit this to a shorter time period, to just part of the country or to a restricted list of topics etc.

In the past you have provided this information in respect to “litter”. Could you therefore as a minimum provide the same information again for Jan 2017.

2. You have not addressed the second part of my request in which I wrote:

“If you have any schedules summarising and / or analysing this data or parts of this data by topic or any other category please provide me with copies of them”.

You have not confirmed or denied whether you hold this information. Could you please do so.

Again, in the past you have provided such information in respect to “litter”. Assuming you still hold information of this nature could you please provide it to me in respect to Jan 2017.

Yours sincerely,

Peter Silverman

FOI Advice, Highways England Company Limited

Dear Mr Silverman

Thank you for your email dated 16 March. I appreciate your concern that advice and assistance was not provided for your initial request. However, I did not suggest a reduction in scope because narrowing the request would have still exceeded the cost limits.

I have reviewed your follow up request and have noted that you have asked for all feedback received in January 2017 from road users in respect to "litter" and a copy of the original written communication or logs of telephone communications.

Please note that all incoming queries are logged onto a database and to provide you with a copy of each written communication would involve extracting the information manually to create a log.

We have estimated that the cost of compiling your request will exceed £450. Section 12 of the Act does not oblige us to comply with requests if they exceed this limit.

You also asked “If you have any schedules summarising and / or analysing this data or parts of this data by topic or any other category please provide me with copies of them”.

I can confirm that following a search of our records that we do not hold this information.

If you wish to discuss any of the above, please contact me. Please remember to quote reference number 749,370 in any future communications.

Yours sincerely

Layla Beckett, Freedom of Information Officer
Highways England | Piccadilly Gate | Store Street | Manchester | M1 2WD
Web: http://www.highways.gov.uk

show quoted sections

Dear FOI Advice,

Thank you for your communication of 13th April

A. My follow up request of 16th March re feedback on litter received in Jan 2107

In reference to " copies of all feedback (complaints, notifications, information etc etc ) received from road users in January 2017 etc etc ” I wrote "In the past you have provided this information in respect to “litter”. Could you therefore as a minimum provide the same information again for Jan 2017".

This "follow up request" is solely about litter and should therefore have been dealt with under the EIRs not the FOIA in which case there are no cost limits. Can you please now deal with it in under the EIRs.

Having said that I am prepared to consider modifying this request in the light of any advice and assistance you might want to provide to me to reduce the burden imposed on you.

B. Summary data

On 18th Feb, referring to feedback (complaints, notifications, information etc etc ) received from road users in January 2017, I wrote “If you have any schedules summarising and / or analysing this data or parts of this data by topic or any other category please provide me with copies of them”.

This matter was not addressed in your of 13th March communication. After pointing this out you did so on 13th April saying "I can confirm that following a search of our records that we do not hold this information".

However I find this difficult to accept for the following reasons:

(i) You said earlier in the same communication "Please note that all incoming queries are logged onto a database and to provide you with a copy of each written communication would involve extracting the information manually to create a log". However the whole point of a database is to (a) make the data logged in easily accessible, (b) enable searches to be made to select data fulfilling specified criteria and (c) to use those selections produce summary reports for management.

If what you are saying is correct your database seems to make the original data less accessible and does not facilitate the production of summary reports.

(ii) I had received this type of summary data in the past. Please refer to the schedule shown toward the bottom of this web page http://www.cleanhighways.co.uk/m40/highw...

(iii) Earlier this year you supplied a detailed schedule showing the number of complaints about litter by area by year to James Miller. I assume this data would have been extracted from the data base referred to above.

C. Summary data - litter

In my communication of 16th March I wrote" Again, in the past you have provided such information in respect to “litter”. Assuming you still hold information of this nature could you please provide it to me in respect to Jan 2017"

Are you saying that you hold no summary data etc with regard litter. In other words there are no management reports summarising feedback on litter?

I look forward to hearing from you.

Yours sincerely,

Peter Silverman

Peter Silverman

Dear FOI Advice,

I am concerned you have not replied to my communication of 13th April.

Please refer to:
http://www.cleanhighways.co.uk/wp-conten...
and
http://www.cleanhighways.co.uk/wp-conten...

In response to my follow request please provide me with a similar spreadsheet containing all communications made to the Highways England Information Line during January 2017 which mention the word ‘litter’.

Yours sincerely,

Peter Silverman

Dear Highways England Company Limited,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Highways England Company Limited's handling of my FOI request 'Feed back from road users January 2017 as amended on March 16th 2017'.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/f...

Yours faithfully,

Peter Silverman

Highways England, Highways England Company Limited

This is an automated response:

 

Thank you for your email to Highways England.

 

If you’re reporting a real time issue which requires immediate attention
please call the Customer Contact Centre on 0300 123 5000. 

 

A map of the roads for which we are responsible can be found here
[1]http://www.highways.gov.uk/publications/... If
the road you’re interested in isn’t on this map it will fall under the
jurisdiction of the local authority.  You can find details of local
authorities using the search facility on the gov.uk website
at: [2]https://www.gov.uk/find-your-local-council

 

If your email does relate to an issue on Highways England's network it
will be passed to the relevant team within Highways England and they will
respond to you within a maximum of 15 working days.

 

If you’ve made a request under the Freedom of Information Act we will
respond to you within a maximum of 20 working days. Your request will be
dealt with in line with government guidelines:
[3]https://www.gov.uk/make-a-freedom-of-inf...

 

Please be advised that emails may be monitored for training and quality
assurance purposes.

 

To help us improve our service please click [4]here to complete a short
survey.

 

Kind regards

 

Highways England Customer Contact Centre.

This email may contain information which is confidential and is intended
only for use of the recipient/s named above. If you are not an intended
recipient, you are hereby notified that any copying, distribution,
disclosure, reliance upon or other use of the contents of this email is
strictly prohibited. If you have received this email in error, please
notify the sender and destroy it.

 

Highways England Company Limited | General enquiries: 0300 123 5000
|National Traffic Operations Centre, 3 Ridgeway, Quinton Business Park,
Birmingham B32 1AF |
[5]https://www.gov.uk/government/organisati... |
[6][Highways England request email]

 

Registered in England and Wales no 9346363 | Registered Office: Bridge
House, 1 Walnut Tree Close, Guildford, Surrey GU1 4LZ 

 

Consider the environment. Please don't print this e-mail unless you really
need to.

References

Visible links
1. http://www.highways.gov.uk/publications/...
http://www.highways.gov.uk/publications/...
2. https://www.gov.uk/find-your-local-council
https://www.gov.uk/find-your-local-council
3. https://www.gov.uk/make-a-freedom-of-inf...
https://www.gov.uk/make-a-freedom-of-inf...
4. https://www.surveymonkey.co.uk/r/HECCC
5. https://www.gov.uk/government/organisati...
6. mailto:[Highways England request email]