Our Ref:         FOI-0027-2021

Thank you for your request received on 4 April 2020 asking for information about Kier Highways.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we do hold the information you require.

Our Customer Contact Centre is able to search complaints received by ‘keywords’ or individual customer name and no records were located for complaints regarding Kier Highways as a company. Our Asset Operations team have also confirmed that they have no records of any complaints about Kier as a company.

We measure the performance of all of our LOHAC contractors by various performance indicators. We also monitor our contractors financial status, to protect against insolvency.

We are however aware of one long running complaint from one individual which led to an investigation being conducted in 2016. This investigation found no evidence to support this complaint and so no further action was taken.

With regards to requests received about Kier Highways, we publish all of our FOI requests and replies since January 2017 at the following link: https://tfl.gov.uk/corporate/transparency/freedom-of-information You may use the search function to locate any requests that may be of interest to you.

Prior to this date we used a different case management tool and so locating of requests on specific subjects between 2014 and 2016 would require a manual process of reviewing requests to determine whether any related to Kier Highways directly or indirectly. We consider that providing the requested information as far back as six years ago would place an unreasonable burden on us and retrieving, reviewing and redacting the information would be disproportionate to the benefit of providing it. Therefore, due to the wide scope of your request, we are refusing it under section 14 (1) of the FOI Act. However we hope that the information provided will be useful to you.

Our principal duty is to provide an effective transport service for London and we consider that answering this request in full would represent a disproportionate effort. It would be a significant distraction from our work managing the TfL network, requiring re-allocation of already limited resources and placing an unacceptable burden on a small number of personnel. We do wish to clarify that whilst we consider that your request falls under section 14(1) of the FOI Act, this does not reflect a conclusion that it has been your intention to deliberately place an undue burden on our resources
 
Please note, the Government has announced a series of measures to tackle the coronavirus. It is essential for London, and in particular for all critical workers, that we continue to provide a safe transport network that enables them to make the journeys they need to.

In current circumstances, we are not able to answer FOI requests readily and we ask that you please do not make a request to us at present.

Answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. In any event, please note that our response time will be affected by the current situation.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Gemma Jacob
Senior FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]