Protocol for responsing to customer enquiries

The request was successful.

Dear Lewisham Homes,

Frustrated at you frequently ignoring my emails about important leasehold matters, I recently submitted a complaint about the time your organisation takes to respond to correspondence, other than when a response is legally mandated (eg FOI requests). I suggested that you introduce a protocol whereby your staff respond to correspondence within a set time frame, regardless of whether you are legally obliged to do so.
Your brusque reply to that complaint stated the following:

'We do have guidance for response times in place for both formal complaints and general enquires. I am sorry if on occasions you have not received a response within the prescribed timescales.'

... Yet, somewhat bizarrely, the reply neglected to specify what that timescale actually is.

Data requested: Please state what this timescale protocol is and when it was introduced.

Yours faithfully,

Mr. Williams

Customer Relations Team, Lewisham Homes

Lewisham Homes - Information Request (FOI) Acknowledgment

Our Reference: 387007 Due date: 08/12/2016

Dear Mr. Williams

Freedom of Information Act 2000

Thank you for your recent request by email, received on 08/12/2016.

Your request is being considered and you will receive a response within the statutory timescale of 20 working-days, subject to the application of any exemptions. Where consideration is being given to exemptions the 20 working-day timescale may be extended to a period considered reasonable depending on the nature and circumstances of your request. In such cases you will be notified and, where possible, a revised time-scale will be indicated. In all cases we shall attempt to deal with your request at the earliest opportunity.

There may be a fee payable for the retrieval, collation and provision of the information requested where the request exceeds the statutory limit or where disbursements exceed £10. In such cases you will be informed in writing and your request will be suspended until we receive payment from you or your request is modified and/or reduced.

Your request may require either full or partial transfer to another public authority. You will be informed if your request is transferred. If we are unable to provide you with the information requested we will notify you of this together with the reason(s) why and details of how you may appeal (if appropriate).

Kind regards,

Customer Relations Team

Ruebin Martin
Customer Relations Team Leader

T: 020 8613 4106

Old Town Hall, Catford Road, London SE6 4RU
www.lewishamhomes.org.uk

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Customer Relations Team, Lewisham Homes

Customer Relations Team would like to recall the message, "Freedom of Information request - Protocol for responsing to customer enquiries".

DISCLAIMER

Lewisham Homes is the trading name of Lewisham Homes Limited, which
is a company registered in England and Wales. Our registered office is
Old Town Hall, Catford Road, London, SE6 4RU.

Registered in England and Wales Company Number: 5887410

This email and its attachments may be confidential and are intended
solely for the use of the individual to whom it is addressed. Any views
or opinions expressed are solely those of the author and do not
necessarily represent those of the Lewisham Homes.

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receipt or use thereof.

Customer Relations Team, Lewisham Homes

Lewisham Homes - Information Request (FOI) Acknowledgment

Our Reference: 387007 Due date: 06/01/2017

Dear Mr. Williams

Freedom of Information Act 2000

Thank you for your recent request by email, received on 08/12/2016.

Your request is being considered and you will receive a response within the statutory timescale of 20 working-days, subject to the application of any exemptions. Where consideration is being given to exemptions the 20 working-day timescale may be extended to a period considered reasonable depending on the nature and circumstances of your request. In such cases you will be notified and, where possible, a revised time-scale will be indicated. In all cases we shall attempt to deal with your request at the earliest opportunity.

There may be a fee payable for the retrieval, collation and provision of the information requested where the request exceeds the statutory limit or where disbursements exceed £10. In such cases you will be informed in writing and your request will be suspended until we receive payment from you or your request is modified and/or reduced.

Your request may require either full or partial transfer to another public authority. You will be informed if your request is transferred. If we are unable to provide you with the information requested we will notify you of this together with the reason(s) why and details of how you may appeal (if appropriate).

Kind regards,

Customer Relations Team

T: 020 8613 4106

Old Town Hall, Catford Road, London SE6 4RU
www.lewishamhomes.org.uk

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Customer Relations Team, Lewisham Homes

1 Attachment

Good Afternoon Mr Williams,

Please find attached a response to your Freedom of Information request. REF: 387007.

If you require any further information please do not hesitate to let us know.

Customer Relations Team

Old Town Hall, Catford Road, London SE6 4RU
www.lewishamhomes.org.uk

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