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Open compaints about yourselves - 5 February 2017

D. Moore made this Freedom of Information request to Parliamentary and Health Service Ombudsman

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

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Dear Parliamentary and Health Service Ombudsman,

1. Please provide details of the number of open complaints you have about yourselves as of today. Specify the numbers for:

i. service;
ii. decision; and
iii. service and decision.

2. Please provide details of the length of time these complaints have been open:

5 working days or less from today;
6-10 working days from today;
11-15 working days from today;
16-20 working days from today;
21-25 working days from today;
26-30 working days from today;
31-40 working days from today;
41-50 working days from today;
50-60 working days from today;
61-80 working days from today;
81-100 working days from today;
101-150 working days from today;
151-200 working days from today;
201-250 working days from today;
251-300 working days from today;
301-350 working days from today; and
351 or more working days from today.

I would be content with "today" being taken as 5 February 2017 or any day in the first week of February if this would be more convenient, whilst allowing for a reply within the statutory time scale.

3. Please provide details of the number of open complaints (decisions) you have about yourselves as of today that have been passed to the Corporate Casework Team for a review.

4. Please specify the length of time these complaints about yourselves have been open with the Corporate Casework Team:

5 working days or less from today;
6-10 working days from today;
11-15 working days from today;
16-20 working days from today;
21-25 working days from today;
26-30 working days from today;
31-40 working days from today;
41-50 working days from today;
50-60 working days from today;
61-80 working days from today;
81-100 working days from today;
101-150 working days from today;
151-200 working days from today;
201-250 working days from today;
251-300 working days from today;
301-350 working days from today; and
351 or more working days from today.

I would be content with "today" being taken as 5 February 2017 or any day in the first week of February if this would be more convenient, whilst allowing for a reply within the statutory time scale.

Yours faithfully,

D Moore

informationrights@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


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InformationRights, Parliamentary and Health Service Ombudsman

Dear D. Moore

 

Your information request: FDN-274366

 

I write in response to your email of 5 February 2017, in which you
requested information held by the Parliamentary and Health Service
Ombudsman (PHSO) the following terms:

 

“1. Please provide details of the number of open complaints you have about
yourselves as of today.  Specify the numbers for:

 

i. service;

ii. decision; and

iii. service and decision.

 

2. Please provide details of the length of time these complaints have been
open:

 

5 working days or less from today;

6-10 working days from today;

11-15 working days from today;

16-20 working days from today;

21-25 working days from today;

26-30 working days from today;

31-40 working days from today;

41-50 working days from today;

50-60 working days from today;

61-80 working days from today;

81-100 working days from today;

101-150 working days from today;

151-200 working days from today;

201-250 working days from today;

251-300 working days from today;

301-350 working days from today; and

351 or more working days from today.

 

I would be content with "today" being taken as 5 February 2017 or any day
in the first week of February if this would be more convenient, whilst
allowing for a reply within the statutory time scale.

 

3. Please provide details of the number of open complaints (decisions) you
have about yourselves as of today that have been passed to the Corporate
Casework Team for a review.

 

4. Please specify the length of time these complaints about yourselves
have been open with the Corporate Casework Team:

 

5 working days or less from today;

6-10 working days from today;

11-15 working days from today;

16-20 working days from today;

21-25 working days from today;

26-30 working days from today;

31-40 working days from today;

41-50 working days from today;

50-60 working days from today;

61-80 working days from today;

81-100 working days from today;

101-150 working days from today;

151-200 working days from today;

201-250 working days from today;

251-300 working days from today;

301-350 working days from today; and

351 or more working days from today.

 

I would be content with "today" being taken as 5 February 2017 or any day
in the first week of February if this would be more convenient, whilst
allowing for a reply within the statutory time scale.”

 

You have made the request under the provision of the Freedom of
Information Act 2000 (FOIA). Please find enclosed a response in part to
your request.

 

Questions 1 and 2: number of complaints about PHSO and length of time open

 

This data was a snapshot taken on 13 February 2017.

 

Decision Service Service, Decision Total
0 to 5 working days from receipt 14 7 0 21
6 to 10 working days from receipt 26 6 0 32
11 to 15 working days from
receipt 34 8 0 42
16 to 20 working days from
receipt 38 6 0 44
21 to 25 working days from
receipt 31 6 0 37
26 to 30 working days from
receipt 27 5 0 32
31 to 40 working days from
receipt 32 6 0 38
41 to 50 working days from
receipt 39 7 1 47
50 to 60 working days from
receipt 40 8 2 50
61 to 80 working days from
receipt 29 8 6 43
81 to 100 working days from
receipt 15 3 0 18
101 to 150 working days from
receipt 16 0 0 16
151 to 200 working days from
receipt 2 0 0 2
201 to 250 working days from
receipt 1 0 0 1
Total 344 70 9 423

 

As to your questions 3 and 4, we are still considering whether the cost
exemption under section 12 of the FOIA applies. I hope to have a response
to you soon.

 

Yours sincerely

Freedom of Information and Data Protection Team

Parliamentary and Health Service Ombudsman

 

 

From: D. Moore [mailto:[FOI #387561 email]]
Sent: 05 February 2017 15:38
To: InformationRights
Subject: FDN-274366 Freedom of Information request - Open compaints about
yourselves - 5 February 2017

 

Dear Parliamentary and Health Service Ombudsman,

1. Please provide details of the number of open complaints you have about
yourselves as of today.  Specify the numbers for:

i. service;
ii. decision; and
iii. service and decision.

2. Please provide details of the length of time these complaints have been
open:

5 working days or less from today;
6-10 working days from today;
11-15 working days from today;
16-20 working days from today;
21-25 working days from today;
26-30 working days from today;
31-40 working days from today;
41-50 working days from today;
50-60 working days from today;
61-80 working days from today;
81-100 working days from today;
101-150 working days from today;
151-200 working days from today;
201-250 working days from today;
251-300 working days from today;
301-350 working days from today; and
351 or more working days from today.

I would be content with "today" being taken as 5 February 2017 or any day
in the first week of February if this would be more convenient, whilst
allowing for a reply within the statutory time scale.

3. Please provide details of the number of open complaints (decisions) you
have about yourselves as of today that have been passed to the Corporate
Casework Team for a review.

4. Please specify the length of time these complaints about yourselves
have been open with the Corporate Casework Team:

5 working days or less from today;
6-10 working days from today;
11-15 working days from today;
16-20 working days from today;
21-25 working days from today;
26-30 working days from today;
31-40 working days from today;
41-50 working days from today;
50-60 working days from today;
61-80 working days from today;
81-100 working days from today;
101-150 working days from today;
151-200 working days from today;
201-250 working days from today;
251-300 working days from today;
301-350 working days from today; and
351 or more working days from today.

I would be content with "today" being taken as 5 February 2017 or any day
in the first week of February if this would be more convenient, whilst
allowing for a reply within the statutory time scale.

Yours faithfully,

D Moore

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InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear D. Moore

 

Your information request: FDN-274366

 

Further to my email to you in 3 March 2017, I write in response to
questions 3 and 4 from your email of 5 February 2017 in which you
requested information held by the PHSO. Your request has been considered
under the provision of the Freedom of Information Act 2000.

 

Questions 3 and 4: number of complaints about PHSO passed to Corporate
Casework Team (Customer Care Team) and length of time open

 

For context, the PHSO’s Customer Care Team took responsibility for the
review process from Corporate Casework Team in January 2017. As at 13
February 2017, there were 26 open reviews held by the PHSO.

 

Open reviews
0 to 5 working days from receipt  
6 to 10 working days from receipt  
11 to 15 working days from receipt  
16 to 20 working days from receipt  
21 to 25 working days from receipt 1
26 to 30 working days from receipt 1
31 to 40 working days from receipt  
41 to 50 working days from receipt  
50 to 60 working days from receipt  
61 to 80 working days from receipt 2
81 to 100 working days from receipt 1
101 to 150 working days from receipt 5
151 to 200 working days from receipt 6
201 to 250 working days from receipt 3
251 to 300 working days from receipt 6
301 to 350 working days from receipt  
351 or more working days from receipt 1
Total 26

 

I hope that this information is useful. If you believe we have made an
error in the way I have processed your information request, it is open to
you to request an internal review. You can do this by writing to us by
post or by email to [1][Parliamentary and Health Service Ombudsman request email]. You will need
to specify what the nature of the issue is and we can consider the matter
further. Beyond that, it is open to you to complain to the Information
Commissioner’s Office ([2]www.ico.org.uk).

 

Yours sincerely

Freedom of Information and Data Protection Team

Parliamentary and Health Service Ombudsman

[3]www.ombudsman.org.uk

 

Our Service Charter explains how we work
[4]Click here to find out more

 

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show quoted sections

J Roberts left an annotation ()

I noticed this:

"For context, the PHSO’s Customer Care Team took responsibility for the review process from Corporate Casework Team in January 2017. As at 13 February 2017, there were 26 open reviews held by the PHSO."

Dear InformationRights,

I am unable to read the figures in your response of 3 March (Questions 1 and 2). It is possibly something to do with formatting. Would you be so kind as to send me the information in a form I can read.

Yours sincerely,

D. Moore

Informationrights@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
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InformationRights, Parliamentary and Health Service Ombudsman

Dear D Moore

Thank you for your email. I now set out the data in plain text which I hope will be readable for you.

Decision Service Service, Decision Total
0 to 5 working days from receipt 14 7 0 21
6 to 10 working days from receipt 26 6 0 32
11 to 15 working days from receipt 34 8 0 42
16 to 20 working days from receipt 38 6 0 44
21 to 25 working days from receipt 31 6 0 37
26 to 30 working days from receipt 27 5 0 32
31 to 40 working days from receipt 32 6 0 38
41 to 50 working days from receipt 39 7 1 47
50 to 60 working days from receipt 40 8 2 50
61 to 80 working days from receipt 29 8 6 43
81 to 100 working days from receipt 15 3 0 18
101 to 150 working days from receipt 16 0 0 16
151 to 200 working days from receipt 2 0 0 2
201 to 250 working days from receipt 1 0 0 1
Total 344 70 9 423

Please let me know if you are still experiencing any problems reading this information.

Kind regards
Freedom of Information and Data Protection Team
PHSO

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