Freedom of Information Request

Planning Corporate Complaints

Received: 13 February 2020

Please advise how many hours would be considered a cost-effective use of the Council's resources to reply to my questions. I would also appreciate being advised which officer(s) provided the answers given in the response (ref: 5746972) and their role/job title within the Local Authority.

I asked for an explanation of the outcomes listed as "not upheld", "partially upheld" & "upheld", in the context of Section 23 (Putting things right) of the Council's Corporate Complaints Policy. I had hoped that clarification of the terms would help me understand what the Council had done to "put things right" in the Planning complaint cases made in 2016/2017.

I am sure you will be familiar with Section 23 which sets out what the Council will do when a mistake is made. The terms "partially upheld" and "upheld" used in the Complaints list do not make it clear if the Council acknowledged that it made a mistake, if it apologised for making the mistake, if it explained why things went wrong, if it explained what would be done to prevent the same mistake happening again, what the Council would do to put the customer back in the position before the fault occurred, whether compensation was paid, or whether specific action was taken.

Outcome / Documents

  • Response (all information to be supplied) - application/pdf - Download

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