Software - correspondence (2021)

Response

Please share with me the total number of unique correspondence cases logged between 1st April 2020 and 31st March 2021 and the percentage of these which were answered on time (only where there is a mandated response time and so this stat will already be tracked and available) for the following areas:
1. Data protection requests (including subject access requests and other data subject requests made possible under GDPR)
2. Freedom of Information and Environmental Information Regulations
3. Complaints
4. Ministerial Correspondence (questions from MPs made on behalf of their constituents)
5. Parliamentary Questions (questions raised in parliament requiring information from you)
6. Any other official correspondence type, such as enquiries, feedback or compliments which are logged and tracked.
and
Finally, please confirm which software application is being used to track these requests i.e. Excel, Sharepoint, Access or a specific case management tool - in which case, please state which one.

Some information is held by the House of Commons in relation to your request. Each type of information you have requested is dealt below, in turn:

Data protection requests

The number of completed data protection requests (i.e. not cancelled or withdrawn by the requester) is detailed below. This includes requests for access, erasure and rectification as laid down by the UK General Data Protection Regulation (UK GDPR). Data controllers must respond to requests within one calendar month, but this deadline can be legitimately extended if the request is complex, if multiple requests have been received from the same person, or if clarification is required from the requester.

• Total number of data protection rights requests received between 1 April 2020 and 31 March 2021: 50
• Of which answered on time: 94%
• Software application being used to track requests: Microsoft Excel

Freedom of Information and Environmental Information Regulations

The Freedom of Information Act 2000 (FOIA) requires that authorities must respond to requests by the twentieth working day following the date of the receipt. Our records only indicate the number of days between receipt and response, so the percentage below does not take account of cases where the deadline has been legitimately extended within the terms of the FOIA in order to either obtain clarification from the requester, to collect fees or to consider the public interest test.

• Total number of FOIs and EIRs received between 1 April 2020 and 31 March 2021: 685
• Of which responded to within 20 working days: 97.2%
• Software application being used to track requests: Microsoft Excel

Complaints

We hold information about complaints received under our Compliments, Complaints and Comments (CCC) scheme. The CCC policy states that complaints will be responded to within 15 working days.

• Total number of complaints received between 1 April 2020 and 31 March 2021: 81
• Of which responded to within 15 working days: 83%
• Software application being used to track requests: Microsoft Excel, SharePoint and Power BI.

It may help you to know that a summary of feedback and responses is published on the Transparency pages of our website.

Ministerial Correspondence

This information is not held by the House of Commons.

This is because the government minister responsible for the House is the Leader of the House of Commons, which, despite the title, is a post at the Cabinet Office. You are seeking information which is most likely held by the Office of the Leader of the House of Commons, which is itself part of the Cabinet Office. You may therefore wish to consider submitting your request under the Freedom of Information Act 2000 to the Cabinet Office.

Parliamentary Questions

We hold information about written and oral parliamentary questions (PQs) received by the House of Commons Commission. Named Day PQs are written and should be answered on a specific day, while Ordinary PQs are also written but are measured against a five day and a ten day target. Oral PQs should be answered on the date notified for Oral Questions in the House of Commons.

• Total number of parliamentary questions received between 1 April 2020 and 31 March 2021: 58 Named Day PQs, 32 Ordinary PQs and 4 Oral PQs
• Of which answered on time: 91.1% of Named Day PQs, 71.8%/84.3% of Ordinary PQs (five days/ten days) and 100% of Oral PQs
• Software application being used to track requests: Microsoft Excel, Parliamentary Q&A System

Any other official correspondence type, such as enquiries, feedback or compliments which are logged and tracked

We hold information about email enquiries processed by the House of Commons Enquiry Service. We aim to answer 88% of email enquiries within one working day and 100% within 10 working days.

• Total number of enquiries received by email between 1 April 2020 and 31 March 2021: 7,999
• Of which answered on time: 77.5% answered within one working day and 99.9% within 10 working days
• Software application being used to track requests: Microsoft Excel

We also hold information about comments and compliments received under our CCC scheme. Under the CCC scheme, customers may choose not to request a response to their comments or compliments. Where a response has been requested, responses are measured against a 15 working day target.

• Total number of comments and compliments received by email between 1 April 2020 and 31 March 2021: 74 comments and 49 compliments
• Of which responded to within 15 working days (where a response has been requested): 100% of comments and 100% of compliments
• Software application being used to track requests: Microsoft Excel, SharePoint and Power BI.