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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433 disclosures

  1. FOI Request - Recycling

    • What was the rejection rate of plastic recycling sent from Guildford to the MRF in 2018?

    • What happens to the plastics rejected for processing by the MRF?

    • What happens to the plastics rejected during processing in the MRF

    Published: 5 September 2019

  2. Unauthorised Encampments

    1) In the calendar year of 2018 how much has the council spent cleaning up council owned land following the eviction of an illegal traveller camp a) Please may this be divided by site address, how long each site was occupied for and the cost site per site

    2) In the calendar year of 2018 how much has the council spent on legal fees to evict illegal traveller camps a) Please may this be divided by site address, how long each site was occupied for and the cost per site

    3) In the calendar year of 2017 how much has the council spent cleaning up council owned land following the eviction of an illegal traveller camp a) Please may this be divided by site address, how long each site was occupied for and the cost site per site

    4) In the calendar year of 2017 how much has the council spent on legal fees to evict illegal traveller camps a) Please may this be divided by site address, how long each site was occupied for and the cost per site

    5) In the calendar year of 2016 how much has the council spent cleaning up council owned land following the eviction of an illegal traveller a) Please may this be divided by site address, how long each site was occupied for and the cost site per site

    6) In the calendar year of 2016 how much has the council spent on legal fees to evict illegal traveller camps a) Please may this be divided by site address, how long each site was occupied for and the cost site per site

    7) In the calendar year of 2015 how much has the council spent cleaning up council owned land following the eviction of an illegal traveller a) Please may this be divided by site address, how long each site was occupied for and the cost site per site

    8) In the calendar year of 2015 how much has the council spent on legal fees to evict illegal traveller camps b) Please may this be divided by site address, how long each site was occupied for and the cost site per site

    Published: 5 September 2019

  3. Housebuilding

    1. The total number of new homes of any tenure completed by the council in the past five years (beginning of 2014/15 - end of 2018/19)

    2. Over the same period, the number of new homes completed within the HRA, broken down by tenure (e.g. social rent, affordable rent, shared ownership, etc)

    3. Over the same period, the number of new homes completed within a Local Housing Company, broken down by tenure (this includes joint ventures)

    4. Over the same period, the number of new homes completed directly through the General Fund, broken down by tenure

    5. The number of homes the council intends to develop over the next five years through the HRA (2019/20 - 2023/24) 7. The number of homes the council intends to develop over the next five years through a housing company

    6. The number of homes the council intends to develop over the next five years through the General Fund

    7. An estimate of the total amount of council investment required to deliver the plans referred to in questions 6-8, if available. Please note that questions refer only to homes built, not acquisitions. In cases where demolition occurred, please try to count net additions. e.g. 10 homes demolished and 15 built in their place where possible = 5 homes delivered.

    Published: 5 September 2019

  4. Parking Permit Query

    We are trying to establish how many parking permits have been issued at the following schemes in Guildford (just total numbers); Address No. permits issued 76 North Street, Guildford, GU1 4AW 1 Ward Street, Guildford, GU1 4LH Tunsgate Quarter, Guildford, GU1 3QY Trinity Quarter, Walnut Tree Close, Guildford, GU1 4TX Scholars Court, Chertsey Street, Guildford, GU1 4BE Queens Place, Denzil Road, Guildford, GU2 7AT Condor Court, Guildford, GU2 4BP 1b Sydenham Road, Guildford, GU1 3RT.

    Published: 5 September 2019

  5. Visitor Management Records

    Do you currently record details of visitors attending your council offices? If so… What details do you record? E.g. name, company name, who they're visiting, etc. Do you do this electronically or on paper? How long are the details kept? Is your method of visitor recording GDPR compliant? How much per annum does the visitor recording method you use cost the council? Do you currently record details of staff attending your council offices? If so… What details do you record? E.g. name, employee number, job title, etc. Do you do this electronically or on paper? How long are the details kept? Is your method of visitor recording GDPR compliant? How much per annum does the staff recording method you use cost the council?

    Published: 5 September 2019

  6. New business rate companies

    I would like full and up to date list of all businesses within your council area that will provide information on the following: * Newly liable business rates payers between and including the 15-31st July 2019 • Full Property address • Description of property • Rateable value • Billing name & address • Liability start date • Void or occupied • Full business name

    Published: 5 September 2019

  7. payments to landlords and caseload

    In order to assist you with this request, I am outlining my query as specifically as possible. Questions 1-3 of my request relates to the practice of local authorities paying private landlords monetary incentives to house clients who have approached the council as homeless or threatened with homelessness.

    1. For each year (2009, 2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019 to date), on how many occasions did the local authority l pay a private landlord a monetary incentive to house a client who had approached the authority as homeless or threatened with homelessness?

    2. For each year (2009, 2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019 to date), how much money did the local authority pay to private landlords in incentives to house clients who had approached as homeless or threatened with homelessness?

    3. Across the whole of 2018 only, what was the highest individual incentive the local authority paid to a private landlord to house a client who had approached as homeless or threatened with homelessness?

    4. How much did the council spend (broken down by year, 2009, 2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019 to date) on: a.) discretionary housing payments b.) if the council has a Bond and Rent guarantee scheme/ Tenancy Deposit scheme - how much was spent each year

    5. For each year (2009, 2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019 to date) how much did the local authority pay to house people in temporary accommodation?

    6. Please provide a.) the total number of FTE Housing support staff employed by the council, b.) the total number of live housing cases as at 1 August 2019 - (or other suitable chosen date) If time is an issue, please provide figures from 2013 onwards only If my request is denied in whole or in part, I ask that you justify all deletions by reference to specific exemptions of the Act. I will also expect you to release all non-exempt material. I reserve the right to appeal your decision to withhold any information or to charge excessive fees.

    Published: 2 September 2019

  8. Crematorium

    1. When was the last time your crematoria underwent significant renovation? What works were carried out and what was the overall cost?

    2. When do you project future works will be required? (chapel renovation, cremation chambers, etc) If the decision is made to withhold some of this data using exemptions in the Data Protection Act, please inform me of that fact and cite the exemptions used.

    Published: 2 September 2019

  9. FOI DPO

    1. Name of Councils SIRO (Senior Information Risk Owner)

    2. Contact email of SIRO

    3. Name of Councils DPO (Data Protection Officer)

    4. Contact email of DPO Thank you very much

    Published: 2 September 2019

  10. Contact Centres

    • Does the Council operate a contact centre

    • Is the contact centre delivered in house or by a third party

    • If delivered by a third party, who provides this service

    • If delivered by the Council, which directorate does it sit in

    • The average number of people deployed in the contact centre (FTE) for each of 2016, 2017 and 2018, broken down into leadership, team management, frontline and support roles

    • Which access channels have been delivered from the contact centre in each of 2016, 2017 and 2018

    • Which service lines have been delivered from the contact centre in each of 2016, 2017 and 2018 • Which telephony system is used in the contact centre

    • Which system is used to manage e-mails in the contact centre

    • Which system is used to manage queues in the walk in centres

    • Which systems provide online forms for customers to use

    • Which Customer Relationship Management system (or equivalent) is used in the contact centre

    • Which key metrics are used in the contact centre, split by access channel and covering speed of response, enquiries handled / abandoned, enquiry quality and enquiry resolution

    • Which systems are used in the contact centre for each service?

    • Which online forms are used by customers to access each service and are these forms integrated into the service system Performance Information: Could the council please supply the following information for each of 2016, 2017 and 2018 • How many calls were offered

    • How many calls were answered by a person

    • What was the average time to answer calls

    • What was the average call handling time

    • What percentage of calls were quality checked

    • What was the average call quality score

    • What was the first contact resolution rate for calls

    • How many customers visited the walk in centre(s)

    • How many visits were handled by a triage / front desk function

    • How many visits were handled as a walk in interview

    • How many visits were handled as an interview scheduled by appointment

    The average triage / front desk visit handling time

    • The average walk in interview length

    • The average appointment interview length

    • The average wait to be seen for a walk in interview

    • What percentage of visits were quality checked

    • What was the average visit quality score

    • What was the first contact resolution rate for visits

    • Number of e-mails received from customers

    • Number of e-mails handled in the contact centre

    • Number of e-mails passed to back office service lines

    • Average staff time to handle an e-mail in the contact centre

    • Average time to respond to an e-mail in the contact centre

    • What percentage of e-mails were quality checked

    • What was the average e-mail quality score

    • What was the first contact resolution rate for e-mails

    • How many web chats were started

    • How many web chats were completed

    • Number of customers referred to alternate staffed channels

    Number of customers referred to online channels

    • Average staff time to handle a web chat

    • Average number of simultaneous chats handled per member of staff

    • Average percentage of web chats that were quality checked

    • What was the average web chat quality score

    • What was the first contact resolution rate for web chat

    • What was the customer satisfaction score for each service line

    • What was the overall customer satisfaction score and how many customers completed surveys to deliver this score

    • What was the customer satisfaction score by access channel To avoid any doubt, I am only seeking information that is routinely available to the council and used within the contact centre. As the question responses are mostly single number or Yes / No responses, for ease of collation, I attach a spreadsheet with each of the questions included in a response matrix. The matrix clearly shows each response required and should take no more than 3-4 hours to complete with available information. With this in mind.

    • Where a question does not apply to the Council, please mark it as "not applicable".

    • If the data requested is not measured, please mark it as "not measured"

    • If the data is no longer held by the Council.

    Published: 30 August 2019