Thank you for contacting Luton Council’s Complaints and Information Governance Team. This is to confirm we have received your email.

Please note we are currently experiencing a higher than usual volume of emails to this mailbox. The team are working through all enquiries received but there is likely to be a delay in response times.

Comments, Compliments and Complaints about our Service Delivery

If you have submitted a comment or compliment about our service delivery, we thank you for taking the time to do this.

If you have made a complaint about our service delivery, we will respond to you within 15 working days for stage 1 complaints, and within 25 working days for stage 2 complaints in accordance to our complaints process which is available on our website at:
www.luton.gov.uk/Council_government_and_...<https://www.luton.gov.uk/Council_governm...>

Information requests

If you have made a request for information under the Freedom of Information Act 2000 or Environmental Information Regulations 2004, we will respond to your request within 20 working days in accordance with the statutory time frames set out in both Acts.

If you have made a request for personal information held by the Council your request will be processed under the provisions of the Data Protection Act 2018 and will be responded to within one calendar month in accordance with the statutory time frame set out in the Act. We may contact you before this time if we require further clarification or if we need to extend the time required to complete your request.

For subject access requests, we will send any personal information via secure email, unless you instruct us differently. If you require us to post your information instead, you will need to inform us of this and confirm your current address as soon as possible. Or you can come to the Town Hall to collect your information in person.

Service Requests

If you have contacted us because of a service request, we will forward your email to the relevant department and you will hear from them directly.

IMPORTANT: Luton Borough Council routinely monitors the content of e-mail sent and received by its e-mail systems, to ensure compliance with its policies and procedures. Messages that breach policy or pose a threat may be quarantined or deleted. Scanning of this message and addition of this footer is performed by MailMarshal Secure Email Gateway in conjunction with virus detection software. The Council is not responsible for any changes made to the message after it has been sent. This message is intended only for the addressee. Any unauthorised copying or distribution may be unlawful. If you have received this email in error please notify the originator of the message and then delete this message from your system.

Website: www.luton.gov.uk

Dear Sir

Re: Your Freedom of Information Request - Acknowledgement

Thank you for your request for information dated 04/10/21. We are treating this as a request under the Freedom of Information Act 2000.

The legislation allows us 20 working days to respond to your request. If we require any clarification from you in relation to your request, we will contact you further and the 20 working day period will start once we have that information.

Please accept our apologies for the delay in acknowledging this FOI request. Please note we are currently experiencing a higher than usual volume of emails to this mailbox. The team are working through all enquiries received but there is likely to be a delay in response times.

Should you have any queries or concerns about how your request is being handled, please do not hesitate to contact us further, quoting the above reference, by emailing us at [Luton Borough Council request email]

Yours sincerely,

Nafisa Shah
Complaints Admin Officer
Business Intelligence
3rd Floor
Arndale House
Luton Council
Email: [Luton Borough Council request email]

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Good Evening,

I am emailing following the acknowledgement of your Freedom of Information
Request. I have since, received communication from the service your
request was allocated to. They have acknowledged it, however, due to the
volume of requests they are dealing with, they may need an extension of 14
days to provide a full response to you, however, they will attempt to
reply as soon as they can.

Apologies for the delay.

Thank you and kind regards

Nafisa Shah

Complaints Admin Officer

Business Intelligence

3^rd Floor

Arndale House

Luton Council

Email: [1][Luton Borough Council request email]

[2]LutonLogo 
IMPORTANT: Luton Borough Council routinely monitors the content of e-mail
sent and received by its e-mail systems, to ensure compliance with its
policies and procedures. Messages that breach policy or pose a threat may
be quarantined or deleted. Scanning of this message and addition of this
footer is performed by MailMarshal Secure Email Gateway in conjunction
with virus detection software. The Council is not responsible for any
changes made to the message after it has been sent. This message is
intended only for the addressee. Any unauthorised copying or distribution
may be unlawful. If you have received this email in error please notify
the originator of the message and then delete this message from your
system.

Please visit our website for Coronavirus updates and guidance.

Website: [3]www.luton.gov.uk

Sign up to receive important updates on council
services: [4]luton.gov.uk/emailupdates

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References

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1. mailto:[Luton Borough Council request email]
3. http://www.luton.gov.uk/
4. http://www.luton.gov.uk/emailupdates

Good Evening,

Please find attached the response to your Freedom of Information Request.

Apologies for the delay, and thank you for your patience.

Nafisa Shah
Complaints Admin Officer
Business Intelligence
3rd Floor
Arndale House
Luton Council

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