LGSCO contact
Case reference FOI2024/02122
Received 13 December 2024
Published 13 January 2025
Request
I am making a Freedom of Information request for the following data if it is held:
How many times has the Complaints Manager contacted Cameron Black and/or the LGSCO for advice and support with stage 2 ComplaInts handling in the following years: 2024 2023 2022 2021 2020 2019
What policy and procedure is the Complaints Manager engaging to justify contact the LGSCO directly?
Response
1. How many times has the Complaints Manager contacted Cameron Black and/or the LGSCO for advice and support with stage 2 ComplaInts handling in the following years: 2024 2023 2022 2021 2020 2019 2. What policy and procedure is the Complaints Manager engaging to justify contact the LGSCO directly?
A: This information is not held in a form that would enable it to be located, retrieved and extracted within the Appropriate Time Limit which equates to 18 hours as defined by the Freedom of Information and Data Protection (Appropriate Limits and Fees) Regulations 2004.
To ascertain the data requested officers would need to manually check complaint files for this information.
The team have carried out a sampling exercise to assertain how long this mighttake. January 2024 there were 110 complaints processed by the Complaints Team. Each of these complaints have on average 20-40 emails in their files. It takes around 2 minutes per email to check through to find the emails relevent to this request. Furthermore complaints which have had stage 1, 2 and 3 can sometimes include 100s of emails. It would take round 1 minute to check each email. This means that on average, each complaint would take around 30 minutes to check, meaning each month would take approximately 55 hours to complete.
This means at a conservative estimate each year of your request would take at least 660 hours to complete. Furthermore, data from prior 2022 would not be held as the Complaints Manager has since changed and some of their emails no longer accessible.
Where the Limit is exceeded Public Authorities are not obliged to supply the information requested by virtue of S12 of the Act. Please take this letter as a refusal notice under S17 of the Act.
If you are able to narrow down your request in scope please do so I and I will consider this further to see if it is something we can answer within the Appropriate Limit.
Documents
This is Herefordshire Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
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