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• 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?

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

So what's your test of failure?

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

So what's the role that the Board plays then in the governance of TfL?

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

And the role of the board in corporate financial government?