Information requests - service standards

Our Service

We provide a free* statistical, information, and analysis service for requests for information about North Lanarkshire.  This includes:

• Requests made by elected members, council officers, individuals, students, other local authorities, public bodies, government officials, and businesses.
• Information relating to demographic, social, and economic issues as well as geographical information plus deprivation, labour market, and council performance statistics.
• Requests received by telephone, fax, e-mail, in writing, through the information and research mailbox, or in person.

When dealing with your information request we will:

• Provide a professional, friendly, and helpful service that is flexible to your needs.
• Provide you with clear and relevant information within the agreed timescales (as noted below).
• Ensure that the information you receive has been verified to assure a high standard of integrity and accuracy, and is the most up to date we have available.
• Treat you fairly, courteously, and sensitively, respecting privacy and dignity regardless of age, disability, gender, race, religion or belief, or sexual orientation.
• Listen to your comments about how we can improve our service.

Timescales

Depending on the nature of your information request we will respond in one of three ways (as noted below).  We will identify the relevant category when you make your request.

• Category A - Simple information requests.  We will provide a complete response by return, i.e. immediately, or by return phone call or return e-mail, up to a maximum of one working day from receipt of your request.
• Category B - Standard information requests.  We will provide a complete response within 10 working days from receipt of your request.
• Category C - Investigative information requests and projects.  We will agree a timescale with you for responding to your request.

Targets

• We will respond to 100% of all information requests that fall into category A by return (up to a maximum of one working day from receipt of your request).
• We will respond to 98% of all information requests that fall into category B within 10 working days from receipt of your request.
• We will respond to 100% of all information requests that fall into category C within a mutually agreed timescale.

How you can help us

To help us maintain a high standard of service we would ask you to:

• Plan your information needs in advance.
• Have a clear idea of specifically what you are looking for before making your request
• Think about the questions you want answered, the final outcome required, who will be reading or using the information, and any future use of the data.
• Specify the timescale within which you require the information.
• Treat our staff with courtesy and respect.

*Please note that we do not provide information to be used for commercial gain - and if we do charges may apply.

These standards are in addition to those published in the North Lanarkshire Council Service Charter.

How to contact us

If you have any questions or require further information regarding our Service Standards, please use the "Contact Us" box at the top right hand side of your screen.

You can also access this page in leaflet format using the "Download or Request by Post" box at the top right hand side of your screen.