Worker complaints 2012/13

The request was successful.

Dear Blackpool Transport Services Limited,

I am writing to obtain information about complaints mate against
Blackpool Transport workers.
Specifically I would like to know how many complaints have been
made against bus and tram drivers and conductors in the past year
(September 2012-September 2013)? What was the content of the
complaints?

Yours faithfully,

David Sharman

Bryan Lindop, Blackpool Transport Services Limited

Good Morning Mr Sharman,

Many thanks for your latest FOI request relating to driver complaints . As per last year, this information will be extracted from our records and we will provide this as soon as possible for you.

Yours sincerely,

Bryan Lindop

show quoted sections

Original Message-----
From: David Sharman [mailto:[FOI #180849 email]]
Sent: 14 October 2013 09:17
To: Bryan Lindop
Subject: Freedom of Information request - Worker complaints 2012/13

Dear Blackpool Transport Services Limited,

I am writing to obtain information about complaints mate against Blackpool Transport workers.
Specifically I would like to know how many complaints have been made against bus and tram drivers and conductors in the past year (September 2012-September 2013)? What was the content of the complaints?

Yours faithfully,

David Sharman

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[FOI #180849 email]

Is [Blackpool Transport request email] the wrong address for Freedom of Information requests to Blackpool Transport Services Limited? If so, please contact us using this form:
https://www.whatdotheyknow.com/help/cont...

Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://www.whatdotheyknow.com/help/offi...

If you find this service useful as an FOI officer, please ask your web manager to link to us from your organisation's FOI page.

-------------------------------------------------------------------

Bryan Lindop, Blackpool Transport Services Limited

2 Attachments

Dear Mr Sharman,

 

I am writing in the interim to apologise for our delay with your FOI
request. We are currently in the middle of having all our IT systems
replaced while we switch to an i-cloud based system and unfortunately for
the past week, the data that we have been compiling to help you with your
request has been unavailable to us, hence the delay. We hope to have our
data systems up and running again within the next few days, in the
meantime, please accept my apologies for this unforeseen delay. Hopefully
we should be able to complete the work by the end of next week.

 

Yours sincerely,

 

Bryan Lindop

Bryan Lindop 
Customer Services Coordinator

t: 01253 473116

[1]BTS Logo
Rigby Road, Blackpool, Lancashire, FY1 5DD
This e-mail and attachments are confidential and intended solely for the
addressee. It may contain information of a sensitive nature and any
unauthorised review, use, disclosure, distribution or publication is
prohibited, and may be unlawful. If you have received this email in error
please delete it and any paper or electronic copies and notify the sender
immediately by e-mail. E-mail transmission cannot be guaranteed to be
secure or error-free as information could be intercepted, corrupted, lost,
destroyed, arrive late or incomplete, or contain viruses, and as such the
sender does not accept liability for any errors or omissions in the
contents of this message, which arise as a result of e-mail transmission.
If verification is required please request a hard-copy version. Any views
or opinions expressed in this email and all attachments are those of the
author and do not necessarily represent those of Blackpool Transport
Services Ltd. This email and any attachments have been scanned for known
viruses prior to dispatch.

Registered in England No. 2003020.

[2]Green Logo Please consider the environment before printing this email.

References

Visible links
1. http://www.blackpooltransport.com/

Bryan Lindop, Blackpool Transport Services Limited

3 Attachments

Dear Mr Sharman,

 

Further to your FOI request for complaints made against our staff from
September 2012 to September 2013, I have assembled this information by
month and that information will be sent as separate attachments following
this email.

 

To put everything into context and to provide the comparison with last
years figures (that you requested 12 months ago) I provide for your
information a general overview to assist you below. (In case of a
formatting compatibility problem with this websites Word program, I have
also provided this table as an attachment).

 

2011/12 Staff Total 2012/13 Staff Total Staff Total
Complaints Complaints Complaints Complaints Complaints complaints
Overall
Overall difference
difference
Oct. 84 258 Oct. 104 243 +20 -15
2011 2012
Nov. 59 156 Nov. 86 239 +27 +83
2011 2012
Dec. 40 84 Dec. 55 121 +15 +37
2011 2012
Jan. 60 133 Jan. 67 143 +7 +10
2012 2013
Feb. 43 121 Feb. 72 132 +29 +11
2012 2013
Mar. 54 144 Mar2013. 81 171 +27 +27
2012
Apr. 58 153 Apr. 81 125 +23 -28
2012 2013
May 46 120 May 2013 63 140 +17 +20
2012
Jun. 74 153 Jun. 79 138 +5 -15
2012 2013
Jul. 62 183 Jul. 81 147 +19 -36
2012 2013
Aug. 73 268 Aug. 67 160 -6 -108
2012 2013
Sep. 81 290 Sep. 99 212 +18 -78
2012 2013
TOTALS 734 2,063 935 1,971 +201 -92

 

While looking at these figures, it is important to put them into
perspective with the number of customers carried.

 

In September 2012/13 the number of customers carried was  1.7 million.
This equates to 13 customer comments for every 100,000 customers carried.

 

Customer numbers have increased year on year, while the overall number of
comments are decreasing. This shows a positive trend.

 

While it is clear there is still some way to go:

 

o We invest heavily in customer care training, putting drivers through
annual CPC training;

 

o We have a Mystery Traveller Scheme;

 

o We have our own Bus Users Forum;

 

o We also use the data as part of a toolkit to improve services.

 

I trust this information is of assistance to you.

 

Yours sincerely,

 

Bryan Lindop on behalf of Blackpool Transport Services Ltd.

Bryan Lindop 
Customer Services Coordinator

t: 01253 473116

[1]BTS Logo
Rigby Road, Blackpool, Lancashire, FY1 5DD
This e-mail and attachments are confidential and intended solely for the
addressee. It may contain information of a sensitive nature and any
unauthorised review, use, disclosure, distribution or publication is
prohibited, and may be unlawful. If you have received this email in error
please delete it and any paper or electronic copies and notify the sender
immediately by e-mail. E-mail transmission cannot be guaranteed to be
secure or error-free as information could be intercepted, corrupted, lost,
destroyed, arrive late or incomplete, or contain viruses, and as such the
sender does not accept liability for any errors or omissions in the
contents of this message, which arise as a result of e-mail transmission.
If verification is required please request a hard-copy version. Any views
or opinions expressed in this email and all attachments are those of the
author and do not necessarily represent those of Blackpool Transport
Services Ltd. This email and any attachments have been scanned for known
viruses prior to dispatch.

Registered in England No. 2003020.

[2]Green Logo Please consider the environment before printing this email.

References

Visible links
1. http://www.blackpooltransport.com/

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] September 2012

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] October 2012

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] November 2012

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] December 2012

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] January 2013

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] February 2013

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] March 2013

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] April 2013

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] May 2013

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] June 2013

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] June 2013

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] July 2013

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] August 2013

show quoted sections

Bryan Lindop, Blackpool Transport Services Limited

1 Attachment

[Subject only] September 2013

show quoted sections