Engage Barnet portal: Service quality issues associated with the supplier (Autumn 2025)
Received: 23 December 2025
Under the Freedom of Information Act/Environmental Information Regulations please could you respond to the requests below. For your convenience I have provided the context (Parts A & B) behind this request (Part C).Context:(A) Engage Barnet portal moved to a new locationSince around November 2025, Engage Barnet consultations ceased to be listed under engage.barnet.gov.uk, instead they moved to barnet.gov.uk/engage (although now the old URL migrates users to the new one).(B) Lack of service performance of old website - password reset requests not arrivingIn September 2025, users who sent a password reset request to the old portal did not receive one.A complaint was made about and the relevant councillor was contacted. Three months later, no response (from either) has been received.(C) FOI requests/queries(1) Why did Barnet Council decide to change the portal location from the old web location to a new one?(2) Is the new portal being maintained in-house and if not, who is the new supplier?(3) What was the name of the supplier who maintained the Engage Barnet portal up to Autumn 2025?(4) What were the commencement and end dates of the Council's contract with the previous supplier and what was the value of the contract (i.e. cost to Barnet Council) for the duration of the contract?(5) Did Barnet Council's contract with the former supplier include a service level agreement regarding the expected response time by which password reset links should be sent to consultation respondents if so, what was that response time?(6) Did Barnet Council ever ascertain why password reset links did not arrive and what remedies did it seek from the supplier in relation to this service delivery failing?
Outcome / Documents
- Response (all information to be supplied) - application/pdf - Download