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• Question by: Len Duvall OBE
• Meeting date: 10 February 2022

Len Duvall AM: If I can just go back over some of the issues, if we set aside some of the challenges in terms of service delivery that you have, we know we have the Government thing and the feds do not really understand us and never really supported some of our services. It does not matter, regardless of political persuasion, there is always that tension. We now have regional politicians and the likes of the Mayor [of London] and Fiona Twycross giving the resources that they can provide to you in terms of the service. In that sense, you...

• Question by: Len Duvall OBE
• Meeting date: 10 February 2022

The LFB is currently using its reserves in terms of balancing its budgets. That cannot be a good thing and I know it is not for the long term and why you have to do it, but you have to do it -. Does it not put additional pressures on you and your transformational process and work to deliver the better services that Londoners need?

• Question by: Len Duvall OBE
• Meeting date: 10 February 2022

In terms of the challenges faced by the LFB in the future, severe weather is having an impact, and in terms of flooding in particular, does the LFB have the equipment it needs and the right level of resource to respond to flooding in London now and in the future?

• 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?