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• Reference: 2012/0052-2
• Question by: Len Duvall OBE
• Meeting date: 25 October 2012

Operation Terminus, I think if we can begin with MOPAC, I think you have had representations, the Refugee and Migrant Forum of East London has written to the Mayor around those issues. Do we happen to know what the Mayor's response to the letter from this group is?

• Question by: Len Duvall OBE
• Meeting date: 25 October 2012

The last MOPAC Challenge in October identified the issues around a very rapid increase in volume of theft from the person in the boroughs. Given the period of time, and it was an annual comparison with the previous year, there has been an explanation, but have you had a chance to drill deeper into why this has occurred in that period of time?

• Question by: Len Duvall OBE
• Meeting date: 25 October 2012

Very quickly, on the compensation issue of any compensation paid, look, you are making massive cuts to our services here in London. I hope that you are going to recover any monies that have to be paid, if they are paid eventually, from the owner of this or from the Association of Chief Police Officers Terrorism and Allied Matters (ACPO TAM) who were meant to be supervising these officers. I do not think the MPS should be paying for that and I hope it is not going to be further cuts. We need to follow that and MOPAC needs to...

• Reference: 2004/0164-1
• Question by: Len Duvall OBE
• Meeting date: 17 March 2004

What is the LDA doing to assist in the regeneration of small pockets of deprivation hidden in more affluent boroughs? .

• Reference: 2004/0068-1
• Question by: Len Duvall OBE
• Meeting date: 14 January 2004

Have officers been set clear guidance and standards in providing helpful and accurate advice to customers who appeal against Congestion Charge Penalty Fines? Are you happy that the appeals procedure is running as smoothly and as well as you would like? .

• Question by: Len Duvall OBE
• Meeting date: 14 January 2004

I totally agree with you and everyone around this table would say it is a very difficult contract, but actually answering the phone, following procedure notes, getting people being nice to them and giving the right information over the phone is something that is not difficult. It should have settled down now. That is not the case. This is basic stuff about customer care. That is something that Capita, or any contractor, or even TfL, should be able to deal with, and we should not run away from the idea. It is about management; and it is about how do...

• Question by: Len Duvall OBE
• Meeting date: 14 January 2004

Can I just clarify? The issue is lack of knowledge of the staff dealing with the issues. It is not just Capita, but also in the appeals process outside that. The poor standards of customer care, which are becoming so obvious now, of trying to get through. This is not something to give a few months to; this is something that has been there from the beginning. There is no excuse for poor customer care. We have heard it earlier in terms of some " not all " of our bus drivers. It is a real issue, because it does...

• Question by: Len Duvall OBE
• Meeting date: 14 January 2004

Thank you, Mr Mayor. If only the staff had that knowledge that you have. We have got numerous complaints and enquiries from our constituents and others who have contacted us, and no doubt others have, in terms of how they are contacted, what advice they have been given, not just in call centres in the normal day-to-day stuff about Congestion Charging but about penalties and those who want to pay. Those who want to pay. There is a real problem here, and I would really want to gauge whether you think there is a real problem, in terms of what...

• Reference: 2001/0106-1
• Question by: Len Duvall OBE
• Meeting date: 05 September 2001

What assessment has TfL made of the passenger and non passenger use of airports and the needs of London's economy to retain and strengthen such capacity? .

• Question by: Len Duvall OBE
• Meeting date: 05 September 2001

Can we turn to implementation of the strategy? Are you not -- by your own admission in the past you've been " someone who has a light touch on certain officers. Are you not slightly concerned about Mr Kiley"s restructuring, planning and integration and the blurring of edges within TfL?