Russell Barr and pieces of positive feedback

J Roberts 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.

The request was refused by Parliamentary and Health Service Ombudsman.

Dear Parliamentary and Health Service Ombudsman,

In 2014 Russell Barr, Director of Investigations, wrote:

"Every week I receive emails and phone calls from managers here with thank you notes from people who have used our service and felt that difference. This is in cases that we don’t uphold as well as the ones that we do."

https://www.whatdotheyknow.com/request/r...

1. If The Director of Investigations still receives "email and phone calls from managers here with thank you notes from people who have used our service and felt that difference", and you record the information, please provide the figures for each of the last six months.

You have previously disclosed that positive feedback "data is sent through by email and stored in a folder in Merido":

https://www.whatdotheyknow.com/request/2...

And you have previously sent me a redacted copy of the Merido folder concerned:

https://www.whatdotheyknow.com/request/p...

2. Please provide a copy of the same folder for the period 1 July 2015 to 30 March 2016.

3. Please state how many pieces of positive feedback correspondence you received in this period.

4. Please state how many pieces of the feedback correspondence were from complainants.

Yours faithfully,

J Roberts

foiofficer@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.

foiofficer, Parliamentary and Health Service Ombudsman

Dear J Roberts

 

Your information request (FDN-253184)

 

I am writing in response to ten separate information requests which you
sent through to us between 1 and 26 April 2016.  Nine of these requests
asked for statistical information relating to PHSO casework and
complaints, while a further one asked for details of feedback provided on
PHSO’s service. 

 

These requests are:

 

o made by one person;
o for similar information; and
o received within a period of 60 working days.

 

As such, we are able to aggregate your requests for the purposes of [1]The
Freedom of Information and Data Protection (Appropriate Limit and Fees)
Regulations 2004.  As you may be aware, section 12 of the Freedom of
Information Act 2000 (FOIA) is an exemption which allows public
authorities to refuse requests where it is too costly to comply with
requests.  For PHSO, this limit is set at 18 hours or £450.  You can read
Information Commissioner Office (ICO) guidance on this exemption online
here:
[2]https://ico.org.uk/media/for-organisatio...

 

I can confirm that we do hold information relevant to your request but we
have estimated that it would take over 35 hours to extract it for you.  As
such, it is exempt in line with section 12 FOIA and we are not obliged to
comply with your requests.

 

We would be happy to consider a revised request from you with which we
could comply within the appropriate limit.  Before you submit a new
request to us, we would recommend reviewing the ICO guidance on how to
best frame a request so that a public authority is able to comply with it,
available online at:
[3]https://ico.org.uk/for-the-public/offici...

I hope that this information is helpful.  If you are unhappy with my
handling of your information request, it is open to you to request an
internal review.  Beyond that, you can complain to the ICO
([4]www.ico.org.uk).

 

Yours sincerely

 

 

Aimee Gasston

Freedom of Information / Data Protection Team

Parliamentary and Health Service Ombudsman

W: [5]www.ombudsman.org.uk

 

Please email the FOI/DP team at: [6][email address]

 

 

 

From: J Roberts [mailto:[FOI #330779 email]]
Sent: 26 April 2016 12:42
To: foiofficer
Subject: Freedom of Information request - Russell Barr and pieces of
positive feedback

 

Dear Parliamentary and Health Service Ombudsman,

In 2014 Russell Barr, Director of Investigations, wrote:

"Every week I receive emails and phone calls from managers here with thank
you notes from people who have used our service and felt that difference.
This is in cases that we dont uphold as well as the ones that we do."

[7]https://www.whatdotheyknow.com/request/r...

1.  If The Director of Investigations still receives "email and phone
calls from managers here with thank you notes from people who have used
our service and felt that difference", and you record the information,
please provide the figures for each of the last six months.

You have previously disclosed that positive feedback "data is sent through
by email and stored in a folder in Merido":

[8]https://www.whatdotheyknow.com/request/2...

And you have previously sent me a redacted copy of the Merido folder
concerned:

[9]https://www.whatdotheyknow.com/request/p...

2.  Please provide a copy of the same folder for the period 1 July 2015 to
30 March 2016.

3.  Please state how many pieces of positive feedback correspondence you
received in this period.

4.  Please state how many pieces of the feedback correspondence were from
complainants.

Yours faithfully,

J Roberts

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Dear Parliamentary and Health Service Ombudsman,

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

I am writing to request an internal review of Parliamentary and Health Service Ombudsman's handling of my FOI request 'Russell Barr and pieces of positive feedback'.

I do not believe that all of my requests constitute a linked series; you are therefore wrong to aggregate them for cost purposes.

The important statistical information I have requested covers a variety of distinct aspects of PHSO work. In fact, much of the information to which you refer is information you have previously provided to me, but for earlier periods.

Anyone reading this request for an internal review may wonder why you have decided not to provide information you once did, and possibly suspect you have something to hide. They may, of their own volition, seek to obtain the important statistical information you are now refusing to provide.

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

Yours faithfully,

J Roberts

foiofficer@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.

Lant Mark, Parliamentary and Health Service Ombudsman

1 Attachment

Dear J Roberts,

Please find enclosed a response to your request for a review on this matter.

Yours sincerely,

Mark Lant / Assistant Legal Adviser
Parliamentary and Health Service Ombudsman
Millbank Tower, 21-24 Millbank, London SW1P 4QP
E: [email address]
www.ombudsman.org.uk

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Jt Oakley left an annotation ()

No outline of how these costs may be quantified.

Where is this realistic and cogent evidence?

A reasonable estimate
21. A public authority does not have to make a precise calculation of the costs of complying with a request; instead only an estimate is required. However, it must be a reasonable estimate.
22. What amounts to a reasonable estimate can only be considered on a case by case basis. However, the Information Tribunal in the case of Randall v Information Commissioner and Medicines and Healthcare Products Regulatory Agency (EA/2006/0004, 30 October 2007) said that a reasonable estimate is one that is “....sensible, realistic and supported by cogent evidence”.

https://ico.org.uk/media/for-organisatio...

D. Speers left an annotation ()

I am hoping to use your info and the info left in Jts annotation. I aim to seek answers to specific questions only and I will keep you posted on outcome OK? Thanks

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