Union Street Flats Intercom Faults

Ahmed Masood made this Freedom of Information request to Stoke on Trent City Council

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 partially successful.

Dear Stoke on Trent City Council,

What was the cost of installing the recently-upgraded door entry intercom for Brookfield Court, Union Street, Hanley?

How many times since the installation of the above new door-entry system, have your sub-contractors: 'Security Services Ltd' attended calls by residents of Brookfield Court to fix faults in this new door entry system?

Quaification of the above might be:

(a) Caller at main door intercom cannot hear the residents voice.
(b) Caller at main door cannot open the door when the resident presses the release button.
(c) Caller's voice cannot be heard by resident. (d) Caller's visual image cannot be seen by resident. (e) Resident cannot see caller's visual image.
(f) Resident cannot hear caller's speech.

Other important concerns to residents whose door-entry intercom is faulty might be:

(a) social visitors cannot get access to resident. (b) parcel courier cannot access resident.
(c) essential services cannot get access to resident.

What safeguards are taken by Stoke-on-Trent Council, or by the attending sub-contractor, namely 'Security Services Ltd' to leave a resident a fully-functioning door intercom facility before that same sub-contractor abandons a job due to (a) the end of the normal working day, or (b) the week-end period.

Given the apparent 24-hour notice for your 'Impact Officer' to attend the job to give the sub-contractor access to essential electrical wiring locations, how many times has your 'Impact Officer' attended to give the sub-contractor accesss to essential wiring locations?

What safeguards are in place for aged or infirm residents of the above, whose door entry intercom is reported faulty and attended by the sub-contactor, to prevent the sub-contractor leaving the job unfinished during the week-end period and leaving the resident without a fully-functioning door entry system?

thank-you for your time.

Yours faithfully,
Ahmed Masood (social visitor to a resident of above)

Hugh Allen left an annotation ()

Appalling!

If I were a resident (whether able-bodied or not) I would insist that my council's "Impact Officer" or other liaison person, should attend every similar job by these people. Someone here is looking for an easy ride!

These people clearly do not realise the implications of a high-rise dweller being without their caller intercom, because without that device fully working, they are, in effectively isolated!

good luck

Matthew R left an annotation ()

Telephone the Council if NEEDED. GET THE NUMBER - (0)1782 234234

FOI, Stoke on Trent City Council

Dear Mr Masood

Your request for information ref. SOT35047

Thank you for your request for information.  Your request was received by
the Information Rights Team on 12 July 2014.  This is being dealt with
under the terms of the appropriate Information Rights legislation.

In some circumstances we may charge for information.  If there is a charge
we will let you know, as you will have to pay it before we deal with your
request.

Some information does not have to be released under this legislation.  We
will check the information you have asked for and send you as much as
possible.  If another person or organisation is named in the information,
we may have to ask their opinion before we decide what we can give you.

 

You should expect to receive a response to your request on or before 09
August 2014 in line with the legislation's 20 working day statutory
deadline.

 

For your information we may publish the response to your request on our
City Council's website, which can be found at the following address:
[1]www.stoke.gov.uk.

 

If you have any queries about this email please do not hesitate to contact
us.

Yours sincerely

 

Information Rights

 

Information Rights | Corporate Services

Floor 2 Civic Centre Glebe Street

Stoke-on-Trent ST4 1HH

City of Stoke-on-Trent 

t 01782 232853

e [2][Stoke on Trent City Council request email]

 

 

 

 

 

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Matthew R left an annotation ()

3 days later - thanks for replying (!)
How many days have you wasted before acknowledging
If you have any more issues, send me a message
MATTHEW R

:@:@

Dear FOI,

Dear Stoke-on-Trent City Council,

Could you please explain your delay in responding to this routine matter? The legal deadline for your response is now passed. Surely you could have responded to this small matter in a few days. What are you attempting to hide?

Yours sincerely,

Ahmed Masood

FOI, Stoke on Trent City Council

Dear Mr Masood

Thank you for your email and please accept our apologies for the delay in sending your response to you. Please may we reassure you that we are processing your information request as quickly as possible. However, we must advise that there will be a delay of several working days before we are in a position to send your information due to the high demand we are experiencing at present. We appreciate that the statutory deadline has passed but would like to assure you that we will send your response to you as soon as we are able.

We apologise for any inconvenience this may cause and thank you for your continued patience.

Kind regards

Information Rights

Information Rights | Assistant Chief Executive’s Directorate
Floor 2 Civic Centre Glebe Street
Stoke-on-Trent ST4 1HH
City of Stoke-on-Trent
t 01782 232853
e [Stoke on Trent City Council request email]

show quoted sections

FOI, Stoke on Trent City Council

Dear Mr Masood
 
Your request for information ref. SOT35047 about a new door entry system
 
We have now considered your request and a copy of the information is
below.  Please accept our apologies for the delay in sending this to you.
 
The information supplied may be used for domestic or journalistic
purposes.  Its use for commercial gain including issuing to the public,
social media or computer blogs may be subject to the issue of a licence
under the Reuse of Public Sector Information Regulations 2005.
 
Question:
 
How many times since the installation of the above new door-entry
system, have your sub-contractors: 'Security Services Ltd' attended calls
by residents of Brookfield Court to fix faults in this new door entry
system?
 
Response:
 
18 repairs have been logged, 8 of which match the qualifications.  6 of
these jobs have been logged by number 53 but the fault affected the
communal entrance and therefore all residents.
 
Question:
 
What safeguards are taken by Stoke-on-Trent Council, or by the attending
sub-contractor, namely 'Security Services Ltd'  to leave a resident a
fully-functioning door intercom facility before that same sub-contractor
abandons a job due to (a)  the end of the normal working day, or (b) the
week-end period. 
 
Response:
 
All technicians and subcontractors endeavour to complete a repair on the
first visit.  If parts are unavailable at that time, they are ordered and
a second visit is arranged as soon as possible when they are
delivered/available.
 
Question:
 
Given the apparent 24-hour notice for your 'Impact Officer' to attend the
job to give the sub-contractor access to essential electrical wiring
locations,  how many times has your 'Impact Officer' attended to give the
sub-contractor accesss to  essential wiring locations?
 
Response: We do not hold this information.
 
Question:
 
What safeguards are in place for aged or infirm residents of the above,
whose door entry intercom is reported faulty and attended by the
sub-contractor, to prevent the sub-contractor leaving the job unfinished
during the week-end period and leaving the resident without a
fully-functioning door entry system?
 
Response: We do not hold this information.
 
 
If you have any queries about this email, please do not hesitate to
contact us.
 
If you are unhappy with the service you have received in relation to your
request and wish to make a complaint or request a review of our decision,
you should write to: Information Rights Manager, Customer Feedback and
Information Rights Team, Corporate Services, Stoke-on-Trent City Council,
Floor 2, Civic Centre, Glebe Street, ST4 1HH, or email
[1][Stoke on Trent City Council request email].
 
If, after contacting us, you are not content with the outcome, you may ask
the Information Commissioner for a decision. Generally, the Information
Commissioner cannot make a decision unless you have already used our
internal review procedure. The Information Commissioner can be contacted
at: The Information Commissioner’s Office, Wycliffe House, Water Lane,
Wilmslow, Cheshire, SK9 5AF, tel: 0303 123 1113 or you can visit their
website at [2]www.ico.gov.uk/complaints.aspx.
 
Yours sincerely
 
Information Rights
 
Information Rights | Assistant Chief Executive’s Directorate
Customer Feedback & Information Rights Team
City of Stoke-on-Trent
Civic Centre  Glebe Street  Stoke-on-Trent  ST4 1HH
T: 01782 232853
E: [3][Stoke on Trent City Council request email]
 
 

+------------------------------------------------------------------------+
| Dear Stoke on Trent City Council, |
|   |
| What was the cost of installing the recently-upgraded door entry |
| intercom for Brookfield Court, Union Street, Hanley? |
|   |
| How many times since the installation of the above new door-entry |
| system,  have your sub-contractors: 'Security Services Ltd' attended |
| calls by residents of Brookfield Court to fix faults in this new door |
| entry system? |
|   |
| Quaification of the above might be:  |
|   |
| (a) Caller at main door intercom cannot hear the residents voice. |
|             (b)  Caller at main door cannot open the door when the |
| resident presses the release button. |
|             (c) Caller's voice cannot be heard by resident.   (d) |
| Caller's visual image cannot be seen by resident.   (e) Resident |
| cannot see caller's visual image. |
|             (f) Resident cannot hear caller's speech. |
|   |
| Other important concerns to residents whose door-entry intercom is |
| faulty might be: |
|   |
| (a) social visitors cannot get access to resident.   (b)  parcel |
| courier cannot access resident.    |
|             (c)  essential services cannot get access to resident. |
|   |
| What safeguards are taken by Stoke-on-Trent Council, or by the |
| attending sub-contractor, namely 'Security Services Ltd'  to leave a |
| resident a fully-functioning door intercom facility before that same |
| sub-contractor abandons a job due to (a)  the end of the normal |
| working day, or (b) the week-end period.  |
|   |
| Given the apparent 24-hour notice for your 'Impact Officer' to attend |
| the job to give the sub-contractor access to essential electrical |
| wiring locations,  how many times has your 'Impact Officer' attended |
| to give the sub-contractor accesss to  essential wiring locations? |
|   |
| What safeguards are in place for aged or infirm residents of the |
| above,  whose door entry intercom is reported faulty and attended by |
| the sub-contactor, to prevent the sub-contractor leaving the job |
| unfinished during the week-end period and leaving the resident without |
| a fully-functioning door entry system? |
|   |
| thank-you for your time. |
|   |
| Yours faithfully, |
| Ahmed Masood (social visitor to a resident of above) |
|   |
+------------------------------------------------------------------------+

 
 
 

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References

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1. mailto:[Stoke on Trent City Council request email]
2. http://www.ico.gov.uk/complaints.aspx
3. mailto:[Stoke on Trent City Council request email]
4. http://www.stoke.gov.uk/wowawards