Freedom of information (FOI) releases from Guildford

This is a disclosure log of Guildford Council's responses to freedom of information (FOI) or environmental information regulations (EIR) requests that might be of wider public interest.

If you can't find the information you're looking for, you can make a new FOI request.

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775 disclosures

  1. Council Customer Service Enquiries

    Under the Freedom of Information Act 2000, could you please provide the following information:

    Q1. Total enquiries. Please provide the total number of enquiries received by the council's Customer Services/Contact Centre function during the reporting period.

    Q2. Channel breakdown. Where recorded, please provide the total number of enquiries received through each of the following channels:

    * Telephone

    * Email

    * Online form or customer portal

    * Webchat

    * Virtual assistant or chatbot

    * Social media

    * SMS, WhatsApp, or another messaging service

    * Other (please specify)

    If the council records some of these channels together, please provide the information using the categories held.

    Q3. Telephone performance. If held, please provide:

    * Average speed to answer telephone calls

    * Total number of abandoned calls

    * Average call-handling time

    Q4. Service hours. Please provide the standard operating hours of the central Customer Services/Contact Centre function, including whether staffed customer service support is routinely available during evenings or weekends.

    Q5. Complaints. If held, please provide the total number of complaints specifically relating to performance, responsiveness, or accessibility of the central Customer Services/Contact Centre function.

    Q6. Customer satisfaction. If held, please provide the average customer satisfaction score (CSAT) or equivalent customer service satisfaction measure for the reporting period.

    Q7. First contact resolution. If first contact resolution is measured, please provide:

    * The first contact resolution rate

    * The number of enquiries resolved at the first point of contact, if recorded

    Please also provide the council's definition of first contact resolution.

    Q8. Use of artificial intelligence. Does the council currently use any AI-powered technology within its central Customer Services/Contact Centre function?

    If yes, please briefly describe the technology and its purpose. This could include, but is not limited to, chatbots or virtual assistants, automated email handling, call summarisation, knowledge tools, or technology that assists customer service staff.

    Q9. Customer service workforce. Please provide the average number of full-time equivalent staff working within the central Customer Services/Contact Centre function during the reporting period.

    If an average is not held, please provide the number recorded at the nearest available data and specify that date.

    Q10. Most common reasons for contact. If enquiries are categorised by reason for contact, please provide:

    * The five most common recorded enquiry categories during the reporting period

    * The number of enquiries recorded in each category, if held

    Published: 20 October 2026

  2. Housing Repairs

    Under the Freedom of Information Act 2000, could you please provide the following information:

    Council-owned housing

    1. What is the local authority's target timescale for completing repair requests for council tenants for i) emergency repairs, ii) urgent repairs, iii) routine repairs?

    Please use your own definitions for emergency, urgent or routine repairs.

     

    2. What was the average time taken (in working days) from a council tenant reporting a repair, to that repair being completed, during the following periods?

    Please provide a breakdown of the average time taken to complete

    i) emergency repairs,

    ii) urgent repairs, and

    iii) routine repairs, using your own definitions.

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    3. Of the total repairs reported by council tenants for these time periods, what proportion were completed in a timescale that exceeded the local authority's target timescale for this cohort?

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    4. Does your housing system enable you to identify when a council tenant has a terminal illness or life-limiting conditions?


    5. How many repair requests were received by the local authority relating to council tenants with a terminal illness or life-limiting condition during the following periods, and what proportion of all repair requests received from council tenants was this?

    Please provide breakdowns according to whether these were

    i)                    emergency repairs,

    ii)                  urgent repairs,

    iii)                routine repairs

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    6. Does having a terminal illness or a life-limiting condition affect repair priority or target timescales for council tenants?

    a. If yes, what are the eligibility criteria to being deemed terminally ill or having a life-limiting condition? What evidence (if any) is required?

    b. If yes, is this explicitly stated on your website?

    c. If yes, what is the local authority's target timescale for completing repair requests for council tenants with a terminal illness or a life-limiting condition?

     

    7. Where recorded, what was the average time taken (in working days) from a council tenant who is terminally ill or has a life-limiting condition reporting a repair, to that repair being completed, during the following periods?

    Please provide a breakdown of the average time taken to complete

    i) emergency repairs,

    ii) urgent repairs, and

    iii) routine repairs, using your own definitions.

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    8. Of the total repairs reported by council tenants with a terminal illness or a life-limiting condition for these time periods, what proportion were completed in a timescale that exceeded the local authority's target timescale for this cohort?

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    9. Does your housing/repairs system enable you to identify when a council tenant has died while an outstanding repair remains open?

     


    10. How many council tenants died following first contact about a repair and prior to the repair being completed during the following periods?

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    Private rented housing

    11. Following a complaint from a private rented tenant to the local authority about their landlord not completing repairs, what is the local authority's target timescale for a) completing an inspection, and b) taking enforcement action after an inspection?

     

    12. What was the average time taken (in working days) from i) receipt of a complaint from a private rented tenant about incomplete repairs to the completion of inspection, and ii) from completion of an inspection to enforcement action or other formal intervention during the following periods?

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    13. Of the total complaints from private rented tenants about landlords not completing repairs, what proportion of the local authority's i) inspections and ii) enforcements action exceeded the relevant target timescale during the following periods?

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    14. Does your housing system enable you to identify when a private rented tenant has a terminal illness or life-limiting conditions?

     

    15. How many complaints about landlords not completing repairs were received by the local authority relating to private rented tenants with a terminal illness or life-limiting condition during the following periods, and what proportion of all complaints received from private rented tenants was this?

    Please provide breakdowns according to whether these were

    i) emergency repairs,

    ii) urgent repairs,

    iii) routine repairs

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    16. Does the local authority have a process for prioritising an inspection, enforcement action or other intervention of a private landlord who's not completed a repair, where the private rented tenant has a terminal illness or life-limiting condition?

    a. If yes, what are the eligibility criteria to being deemed terminally ill or having a life-limiting condition? What evidence (if any) is required?

    b. If yes, is this explicitly stated on your website?

    c. If yes, what is the local authority's target timescale for completing an inspection, enforcement action or other intervention of a private landlord for private rented tenants with a terminal illness or a life-limiting condition?

     

    17. Where recorded, what was the average time taken (in working days) from

    i) receipt of a complaint from a private rented tenant with a terminal illness or life-limiting condition about incomplete repairs to the completion of inspection, and

    ii) from completion of an inspection to enforcement action or other formal intervention during the following periods?

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    18. Where recorded, of the total complaints from private rented tenants with a terminal illness or life-limiting condition about landlords not completing repairs, what proportion of the local authority's i) inspections and ii) enforcements action exceeded the relevant target timescale during the following periods?

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    19. Does your housing/repairs system enable you to identify when a private rented tenant has died while an outstanding repair complaint remains open?

     

    20. How many private rented tenants died following a complaint about a landlord not completing a repair and prior to the local authority completing an inspection, enforcement action or other intervention during the following periods?

    a. 01 April 2024 - 31 March 2025

    b. 01 April 2025 - 31 March 2026

     

    Owner occupier housing

    21. Does the local authority provide any support, grants, loans or other assistance when somebody with a terminal illness or life-limiting condition owns their home but cannot afford essential repairs?

    If so, please outline what provision(s) is in place, including the value of the support available.

    a. Does having a terminal illness or life-limiting condition affect somebody's eligibility or prioritisation for any support, grant, loan or assistance?

     

    Published: 20 October 2026

  3. Commercial noise

    I am making a further request under the Freedom of Information Act 2000 concerning The Boileroom, 13 Stoke Fields, Guildford, GU1 4LS.

    Your previous FOI response identified the following complaints/reports concerning the premises in 2026:

    5 June 2026 – Noise – “Emails with premises. Out of hours patrol investigation. Ongoing”

    25 June 2026 – Noise – “Emails with premises. Out of hours patrol investigation. Ongoing”

    17 July 2026 – Licensing/Noise – “Investigation just started”

    You also advised that Environmental Health case reference SR 85559 was opened in response to the complaint received on 17 July 2026, which concerned alleged noise issues and licensing breaches, and that the matter was under investigation with no outcome recorded at the time of your response.

    I would therefore like to request the following information:

    1. The 17 July 2026 complaint and investigation:


    Please provide the information held by the Council concerning the complaint/report received on 17 July 2026 and case reference SR 85559, including:


    a. The date on which the complaint/report was received.


    b. The date on which the investigation was opened.


    c. The nature of the noise or licensing issue alleged, insofar as this is recorded in the Council's records.


    d. Whether the complaint related to any of the following, where recorded: amplified music; bass or low-frequency noise; vibration; noise breakout from the premises; noise from customers or patrons outside the premises; external areas of the premises; operating hours; or an alleged breach of a specific licensing condition.

    2. Investigation undertaken:


    Please state whether, in relation to the 17 July 2026 complaint/case SR 85559, the Council has:


    a. attended or visited the premises;


    b. undertaken an out-of-hours investigation or patrol;


    c. undertaken noise monitoring or measurements;


    d. assessed recordings or other evidence submitted by a complainant;


    e. contacted the premises or its management regarding the complaint;


    f. reviewed the premises licence or its conditions; or g. undertaken any other investigative action.

    For each action above, please provide the date on which it occurred, where this information is held.

    3. Findings and outcome:


    Please provide any recorded factual findings or conclusions arising from the investigation to date, including whether the Council has identified or recorded:


    a. a statutory noise nuisance;
    b. excessive or unreasonable noise;
    c. noise breakout from the premises;
    d. a breach or potential breach of a premises licence condition; or
    e. any other breach or concern requiring intervention.

    If no such finding has yet been made, please confirm this.

    4. Action taken:


    Please provide details of any action taken as a result of the 17 July 2026 complaint/case SR 85559, including any:

    - warning or advice given to the premises;
    - request for remedial action;
    - formal notice;
    - enforcement action;
    - licensing action;
    - licence review;
    - additional monitoring;
    - or other formal or recorded intervention.

    If no action has been taken, please confirm this.

    5. Current status:


    Please confirm the current status of case SR 85559 as at the date of this request:


    - open/ongoing;
    - closed;
    - no further action;
    - or awaiting further investigation/action.

    If the case remains open, please provide the date on which it was last reviewed and the general nature of any outstanding investigation or action, insofar as this information is held.

    6. The June 2026 complaints:


    Your previous response records complaints on both 5 June 2026 and 25 June 2026 as: “Emails with premises. Out of hours patrol investigation. Ongoing”

    Please provide, for each of these two matters:


    a. the date the complaint was received;


    b. the nature of the complaint, insofar as recorded;


    c. whether an out-of-hours investigation or patrol took place and, if so, the date;


    d. whether any noise was observed, recorded or measured by the Council;


    e. whether the premises was contacted and, if so, whether any action or advice was given;


    f. the outcome/current status recorded by the Council; and


    g. whether either matter remained open when the 17 July 2026 complaint was received.

    7. Relationship between the June and July matters:


    Please confirm whether the Council's records indicate that the complaints/reports of 5 June 2026, 25 June 2026 and 17 July 2026 were:


    a. treated as separate complaints/cases; or


    b. considered by officers as part of the same or a continuing noise/licensing issue.

    If they were treated as separate cases, please provide the relevant case/reference numbers, where held.

    8. Further complaints in 2026:

    Please provide the total number of noise, licensing/noise or related nuisance complaints/reports concerning The Boileroom received by the Council between 1 January 2026 and the date of this request, broken down by date and, where possible, by the broad category/reason for complaint and recorded outcome.

    9. Formal enforcement or licensing action:


    Please provide copies of any formal:


    - noise abatement notices;
    - enforcement notices;
    - warning notices;
    - licensing notices;
    - licence review applications or decisions;
    - formal directions;
    - or other formal enforcement documents issued to, or concerning, The Boileroom in relation to noise or licensing matters between 1 January 2026 and the date of this request.

    Published: 19 October 2026

  4. Government Research, Emerging Technologies and Safeguards

    Under the Freedom of Information Act 2000, could you please provide the following information:

    Please provide the following information, insofar as it is held by your department or public authority:

     

    1.    Research and funding

     

    o    Details of government-funded, commissioned, sponsored, or otherwise supported research conducted within the requested period concerning directed-energy technologies, electromagnetic technologies, neurotechnology, brain-computer interfaces, neurological stimulation, cognitive technologies, or related emerging technologies.

     

    o    Where applicable, please provide the name or description of the research programme, the responsible organisation, the purpose of the research, and the approximate level of government funding.

     

    2.    Potential effects on people

     

    o    Information concerning research or assessments examining whether electromagnetic, directed-energy, neurological, neurotechnological, or related systems could affect human health, neurological function, cognition, behaviour, perception, or other aspects of human functioning.

     

    o    Please include publicly releasable risk assessments, ethical assessments, or safety evaluations where available.

     

    3.    Legal and ethical safeguards

     

    o    Details of the legislation, regulations, policies, ethical frameworks, or departmental procedures governing research or development in these areas where there is potential impact on individuals.

     

    o    Details of any requirements for informed consent, independent ethical review, human-subject protections, or other safeguards, where applicable.

     

    4.    Independent oversight

     

    o    Information identifying the bodies, committees, regulators, inspectors, or independent organisations responsible for overseeing relevant research and ensuring compliance with applicable legal, ethical, and human-rights standards.

     

    5.    Complaints and investigations

     

    o    The number of complaints, investigations, reviews, or formal inquiries received or conducted by the department concerning alleged misuse of emerging technologies covered by this request.

    o    Where disclosure is legally possible, please provide the nature and outcome of such investigations without disclosing personal information or classified information.

     

    6.    Transparency and public accountability

     

    o    Information about existing procedures for informing Parliament, relevant oversight bodies, or the public about government research into emerging technologies that may have significant implications for privacy, cognition, neurological function, health, or civil liberties.

     

    7.    Classification and exemptions

     

    o    Where requested information is withheld on national-security, defence, commercial-confidentiality, personal-data, or other grounds, please identify the relevant FOI exemption(s) being relied upon and provide any reasonably segregable non-exempt information.

    o    Where possible, please provide a general description of the category of information being withheld.

    Published: 19 October 2026

  5. On efficacy and viability of glyphosate alternatives

    I am writing to make a request under the Freedom of Information Act 2000/Environmental Information Regulations about the use of NON-glyphosate weed control products and methods, their efficacy and viability for use in local authority settings.

    The queries are as follows:

    1. Do you or your contractors currently use any of the following NON-glyphosate-based weed control measures?

    Manual Weeding
    Mechanical weeding
    Mulching
    Cultural control
    Vinegar/ acetic acid
    Hot foam
    Non-glyphosate chemical products (please name)
    Pelargonic acid
    Hot lances/ weed guns (using flame)
    Weed barriers/ membranes
    Hot water
    Electricity
    Steam
    Letting weeds grow
    Other (please name)

    2. For the same list, please identify which, if any, products you or your contractors have considered or trialled, but REJECTED giving the reasons why in each case.

    Manual Weeding
    Mechanical weeding
    Mulching
    Cultural control
    Vinegar/ acetic acid
    Hot foam
    Non-glyphosate chemical products (please name)
    Pelargonic acid
    Hot lances/ weed guns (using flame)
    Weed barriers/ membranes
    Hot water
    Electricity
    Steam
    Letting weeds grow
    Other (please name)

    If so, please outline:
    the nature of the infringement of each incident and whether it led to of the following:


    Improvement Notice
    Fee for Intervention
    Prosecution

    Published: 19 October 2026

  6. Mums For Lungs - Smoke Regulations

    I am writing to you under the Freedom of Information Act to request the following information:

    Question 1) Please state how many complaints your local authority has received about smoke from domestic fires from 1st Sept 2025 to 31st August 2026 inclusive?

    Question 2) Please state the number of enforcement actions taken by your local authority, in the following categories, against suspected breaches of Smoke Control Area rules from 1st Sept 2025 to 31st August 2026 inclusive:

    a) Warning or guidance letters b) Inspections c) Penalty notices d) Prosecution?

    b) How many complaints concerned people who had previously been the addressee of an enforcement action, including letters?

    Question 3) Does your Smoke Control Area cover canal boats / moored vessels and fixed vessels on inland waterways?

    Question 4a) The Clean Air Act powers as amended by the Environment Act 2021 allows for civil financial penalties for smoke emissions in Smoke Control Areas. Has your local authority amended its Enforcement Policy to allow for visible smoke to result in civil financial penalties and other enforcement action for smoke emissions in Smoke Control Zones?

    Question 4b) If so, how many enforcement actions has this change resulted in and which kind?

     

    Published: 19 October 2026

  7. Completion Notice FOI Request

    Under the terms of the Freedom of Information Act 2000 please could I request a list of Non-Domestic Completion Notices served by the authority from 01/08/2026 to the present date. I would be grateful if the list could include;

    * The property reference number (otherwise known as billing authority reference number).
    * The address of the property to which the notice relates.
    * The date the notice was served .
    * The completion date recorded.
    * The business or person to whom the notice was served.
    * Address to where the Notice was sent.
    * Whether the notice was issued by the billing authority or a third party.

    Published: 19 October 2026

  8. Direct Planning Applications to the Planning Department

    Under the Freedom of Information Act 2000, could you please provide the following information from the last 12 months:

    In light of the increased fees by the Planning Portal, which we understand to be a private company now, we are not aware of any legislation that prevents us submitting applications directly via consultants or as individuals.

    I am trying to understand the methods allowed by your planning department according to any internal rules or guidance that you might hold. I am not looking for any planning advice in this request, merely your policies as determined by your planning department.

    In light of this, please can you advise me as to whether we can submit a planning applications or prior approval requests directly to the local authority in accordance with the relevant legislation as laid down by the government.

    Please advise as to whether any forms are acceptable, provided they contain the same information as contained in forms supplied by the Planning Portal or via forms that contain your local authority branding as hosted by the Planning Portal.

    Please advise as to which email address the forms should be submitted.

    Please also advise as to how payment should be made to the local authority for the correct fee.

    Finally please advise on any additional fee to submit directly and the reasons for this fee.

    Published: 19 October 2026

  9. Pests - District 2 of 5

    Under the Freedom of Information Act 2000, could you please provide the following information from the last 12 months:

    1. In each of the calendar years 2023, 2024 and 2025, how many pest-related complaints, reports or service requests did the council receive, broken down by pest type: rats; mice; bedbugs; cockroaches; wasps; fleas; ants; other?

    If you do not record by pest type, please give the total.

     

    2. In each of the calendar years 2023, 2024 and 2025, how many pest control treatments or callouts at residents' homes did the council carry out or arrange through a contractor?

     

    3. In each of the calendar years 2023, 2024 and 2025, how many fly-tipping incidents did the council record?

     

    4. As at the date of your response:

    (a) does the council offer a pest control service to residents for their homes (yes/no), and if it has been withdrawn or reduced since 2015, in which year?

    (b) is the service delivered in-house or by a contractor, and if so, which?

    (c) what is the standard charge to a resident for a rat treatment, and for a bedbug treatment, including VAT?

    (d) which residents, if any, qualify for free or discounted treatment?

    (e) the web address of your pest control page.

     

    Published: 19 October 2026

  10. Dangerous animals enquiry

    Under the Freedom of Information Act 2000, or the Freedom of Information (Scotland) Act 2002 where applicable, please provide the following information about dangerous wild animals licensed by your council.

    If any information falls under the Environmental Information Regulations, please consider that part of the request under the appropriate regulations.

    1. Animals currently licensed

    For every dangerous wild animal licence currently in force, please provide:

    • The species and number of animals authorised to be kept, using common names as well as scientific names where held.
    • The number of animals actually recorded as being kept, if this differs from the number authorised.
    • The town or village in which the animals are kept. I do not require street addresses or full postcodes.
    • The licence’s issue and expiry dates.
    • Whether the premises are recorded as a private residence, a commercial premises or another type of establishment.

    Please provide an anonymised licence reference so that animals covered by the same licence can be grouped together. Please distinguish the number of licences from the number of animals.

    For the period from 1 January 2023 to the date this request is received, please provide an anonymised extract of any records held by the animal licensing team concerning:

    • Escapes or suspected escapes of animals kept under a dangerous wild animal licence.
    • Injuries to people or other animals involving those licensed animals.

    For each incident, please include the date, species, town or village, recorded description of what happened, and any recorded outcome or action taken. Please use existing descriptions rather than creating new summaries.

    This request concerns animals licensed under the Dangerous Wild Animals Act 1976. It does not seek information about animals held solely under zoo licences.

    Published: 19 October 2026