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.
427 disclosures
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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
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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
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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
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• 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
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Please could you provide me details in respect to the contract below. Building-cleaning services The details we require are: • Suppliers who applied for inclusion on each framework/contract and were successful & not successful at the PQQ & ITT stages* • Contract values of each framework/contract (& any sub lots), year to date • Start date & duration of framework • Is there an extension clause in the framework(s)/contract(s) and, if so, the duration of the extension? • Has a decision been made yet on whether the framework(s)/contract(s) are being either extended or renewed? • Who is the senior officer (outside of procurement) responsible for this contract? For clarity, the details of the successful and unsuccessful suppliers are kept in the strictest confidence. These details are used only to contact and support suppliers regarding their bidding activity for the relevant contracts.
Published: 27 August 2019
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CHECK is the umbrella term for the National Cyber Security Centre approved penetration test companies and the method in which they conduct a penetration test. Could you please tell me whether you have had a CHECK test in
i) 2016/17,
ii) 2017/18 and
iii) 2018/19? Could you also tell me what cyber security do you have aside from CHECK work including the following i) user education ii) other penetration tests iii) internal security team iv) other.
Published: 14 August 2019
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1. Can you confirm how long, in minutes, a community group such as a Civic Society is permitted to speak at your local council's Planning Committee? (By 'Planning Committee' we mean your local authority's committee of elected members which determines planning applications. It may be known by a different name in your local authority).
2. Is there a limit on the number of registered speakers permitted to speak at your Planning Committee? If yes, please specify the maximum number of speakers allowed. 3. Is there a limit on the total time allowed for registered speakers? If yes, please provide details of the time restriction.
3. Are your Planning Committee procedure rules publicly available online? If yes, please provide the weblink.
Published: 14 August 2019
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1. The percentage of wastage recycled by your council (i.e. recycling rate), broken down by year for 2016, 2017, 2018 and 2019.
2. Do you do enforce any of the following to encourage correct recycling or penalise incorrect recycling in your local authority area:
a). Issue fines to households
b). Issue warnings to households
c). Employ officers to monitor recycling bins
d). Refuse to collect waste that is incorrectly recycled or contaminated.
3. If your council does issue fines to households, please can you provide the number of fines issued, broken down by year for 2016, 2017, 2018 and 2019.
4. If your council does issue fines to households, please can you provide the amount of money collected in fines issued, broken down by year for 2016, 2017, 2018 and 2019. If limited by time, please prioritise in order of Q1, Q2, Q3 etc.
Published: 14 August 2019
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Organisation - The Kennel Club Information Request
Q1) Have you taken anyone to court for obstruction of an authorised person exercising their powers under the Microchipping of Dogs (England) Regulations 2015 i.e. regulation 12(b) or 12(c). If so, how many cases have you brought to trial and what has been the average fine issued?
Q2) How many times have you initiated court proceedings for breach of microchipping regulation 8(2), transferring keepership of a dog which is not fully compliant with the microchipping regulations? If appropriate, what has been the average fine issued for those in breach of this regulation?
Q3) How many formal written warnings (notices under regulation 12(a) of microchipping regulations) have you issued for - a) Absence of a (physical) microchip in a dog b) Failure to have correct details recorded on the microchip c) Microchip recorded with a non-compliant database
Q4) How many times have you initiated court proceedings for failure to comply with a formal notice issued under regulation 12(a) of the microchipping of dogs regulations for- a) Absence of a (physical) microchip in a dog b) Failure to have correct details recorded on the microchip c) Microchip recorded with a non-compliant database
Q5) If appropriate can you detail the average level of fine awarded by the courts in cases you've taken in relation to failure to comply with a notice under section 12(a) of the microchipping regulations?
Q6) Does your local authority have information about dog owners' legal requirements to identify their dog by collar and tag and microchip on their website?
Q7) How many events has your local authority supported on microchipping during the past five years?
Q8) Do you issue written warnings to dog owners whose dog is found without a collar and tag? If, so how many have been issued since in the past five years?
Q9) How many times have you initiated court proceedings against dog owners for failure to comply with collar and tag legislation? And if appropriate, what is the average level of fine that courts have awarded?
Q10) How many dog wardens does your local authority employ?
Published: 14 August 2019
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The fleet list of vehicles operated by Guildford Borough Council, to include: • Vehicle make and model • Year of production/model year • Vehicle type/purpose (e.g. community transport, rubbish disposal, etc.) • Whether the vehicle is owned or leased • Year of purchase/lease agreement I should prefer to receive these in electronic format at this email address.
Published: 14 August 2019