Chicane barrier installation complaint – timeline

This is the full history of the complaint relating to the installation in April 2024 of a chicane barrier on a path used to access a formal shared use route. Details of the issue can be found on the broader blog posts:

• The continuing saga of a chicane barrier (18 July 2024)
• Escalated complaint still ignored by Council (27 August 2024)
• The barrier complaint – an update (28 November 2024)

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Condensed Timeline of Key Events

For simplicity given the extended duration of this complaint, this timeline shows only key events. A fuller timeline that includes all actions is shown in the next section, below.

30 April 2024 – New barrier installed, observed and measured. Details posted on Twitter/X. Report submitted as a highways issue to WCC.

02 May 2024 – WCC responded to Twitter/X post, to which I replied with a 7-post thread explaining how it is ignoring issues.

07 May 2024 – WCC closed the highways report as no action needed, dismissing all concerns. FoI submitted asking for details around the barrier.

15 May 2024 – WCC responded to the FoI request.

16 May 2024 – Raised a formal complaint to WCC.

22 May 2024 – Complaint acknowledged (but not read); expect a response within 10 working days (06 June).

05 July 2024 – Response finally received but is unsatisfactory. Reply sent asking for a proper response by 12 July else the complaint will need to be escalated.

15 July 2024 – No further response received; escalated the complaint.

27 August 2024 – After much chasing, received a new response which is still unsatisfactory. Replied to say as such and asked that it be reviewed by a senior officer outside of Highways within two weeks.

12 September 2024 – Emailed the Portfolio Holder for Transport; will look at the issue when he is back from holiday.

21 October 2024 – Observed a motorcycle rider passing through the barrier seemingly unhindered. Noted on social media.

18 November 2024 – No further communication since 27 August despite numerous attempts to chase and move the issue forward. A new complaint has been raised, later acknowledged and confirmed read.

10 December 2024 – Subject Access Request data received containing copies of a number of internal emails, but many appear to be missing. Requested this be double-checked.

24 January 2025 – Response to second complaint raised on 18 November received. Still elements of complaint and failures in handling of complaints not fully addressed. Noted by reply.

14 February 2025 – Complaint automatically escalated to a Stage 2 Review.

28 March 2025 – Updated SAR information received. Two gaps still evident; asked for clarification.

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Screenshots of social media posts (Twitter/X and Bluesky)

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Full Timeline

30 April 2024

• New barrier installed; observed and measured.
• Report submitted as a highways issue to WCC.
• Posted on Twitter/X

02 May 2024

• WCC responded to Twitter/X post
  https://x.com/Warwickshire_CC/status/1786052667631948265
• 7-post thread posted in reply to WCC Twitter/X post explaining ignored issues.
• Quote-posted WCC’s response to highlight.

07 May 2024

• WCC closed highways report as no action needed, dismissing all concerns noted.
• FoI/EIR request for information submitted.

15 May 2024

• Response to information request received.

16 May 2024 (-4 working days)

• Formal complaint raised to WCC. Noted in the complaint that all correspondence will be considered in the public domain, excluding names and contact details.

22 May 2024 (0 working days)

• Complaint acknowledged. Expect a response within ten working days.

06 June 2024 (10 working days)

• No response as yet. Will wait a few more days before chasing.

11 June 2024 (13 working days)

• Email from Highways stating that the PDF attached to the complaint could not be opened, and asking for it to be sent on.
• Sent through the PDF as requested, noting an additional complaint about the time taken for the issue to be noted, that a response is now overdue the original estimation, and asking for an acknowledgement and new estimation for a response time.

13 June 2024 (15 working days)

• No acknowledgement received. Chase email sent.
• Email from Highways acknowledging receipt but not giving a new estimation for a response.
• Email sent asking again for a new estimated time for response given how overdue this is now.

18 June 2024 (18 working days)

• Email received from Highways: liaising with different teams to gather information. Will update further at the end of the week.

20 June 2024 (20 working days)

• Email received from Highways: Co-ordinated response unlikely this week due to annual leave. Expecting to update further or 01 July 2024.

05 July 2024 (31 working days)

• Unsatisfactory response received that does not address the points of my complaint, and does not justify the time spent.
• Reply sent asking for a proper response to the complaint that address all points, to be responded by close of business on 12 July 2024. Failing that, the complaint will need to be escalated.

15 July 2024 (37 working days)

• Email sent noting WCC’s failure to respond to the last email and thus requiring the matter be escalated. Included PDFs of original complaint, the official response, and my email noting why the response was unsatisfactory.
• Email from Highways acknowledging of my email and confirmation that the complaint has been escalated.

22 July 2024 (42 working days)

• Email sent asking for an update, including an estimated date of arrival for the new response to the complaint. We’re now a week on from the acknowledgement; over two weeks since I requested a more considered response to the complaint.

29 July 2024 (47 working days)

• No ETA given after last week’s email; sent a further request for update as we’re another week on.
• Email received noting no new information on outcome or timescales but tomorrow will ask the manager responsible for handling the complaint if it’s possible to prioritise the matter.

17 August 2024 (61 working days)

• No further information received. Sent a follow-up email asking for an update.

23 August 2024 (66 working days)

• No reply to the last email. Chased for an update.
• Reply received from original respondent stating they would chase the manager for a reply.

27 August 2024 (67 working days)

• A further unsatisfactory reply received from a manager in the County Highways department which largely ignores key points raised in the complaint plus demonstrates other issues. (Blog Article).
• Email sent back to WCC reiterating that the complaint needs to be properly considered and fully responded to, asking that this be reviewed by a senior officer independent of the County Highways directorate.

12 September 2024 (79 working days)

• Despite explicitly requesting an acknowledgement within 24 hours of the email sent on 27 August, and for a proper, independent, and well considered reply to be provided within two weeks (i.e., yesterday), no further communication has been received.
• Emailed the Portfolio Holder for Transport outlining the complaint and the problems I’ve had getting a proper, considered response, asking if he can look into it. He is away at present but said he would look at it when he gets back in a few weeks.

26 September 2024 (90 working days)

• Nearly a month on from sending the last email on 27 August, there still has been no reply. A further email has been sent asking who is dealing with the matter and by when a response can be expected.

03 October 2024 (95 working days)

• Still no messages from officer(s) dealing with the complaint despite last week’s follow-up. Noted as such on social media.

21 October 2024

• Observed a motorcycle rider moving through the barriers, clearly not obstructed. Noted on social media.

28 October 2024 (112 working days)

• It is just over two months since last receiving a message from the manager who was supposedly dealing with this issue, and my follow-up reply. Despite chasing on 26 September, no further communication has been received. A further message has now been sent, specifically asking for acknowledgment from the Business Support team who receive the emails, and referring the matter to the next line manager.

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18 November 2024 (127 working days)

• Three weeks on from my last attempt to get this matter brought to some form of satisfactory resolution, there has still been no response forthcoming either from the Business Support Team, the manager who last responded back in August, or any other officer. It seems my communications are purposefully being ignored at this point, thus a new complaint has been raised to cover the original matter and how it has been handled. This complaint includes a full timeline and copies of all emails sent and received. It also requests copies of all internal and external communications relating to the original complaint.
• An automatic acknowledgement and reference number has been received. The only system shows the complaint status as being “triage”.

22 November 2024 (131 working days)

• Warwickshire’s online complaints system now shows the new complaint as having left triage with a status of “Stage 1”. However, as yet, beyond the automatic acknowledgement given upon submission, no further email has been received to confirm the complaint.

25 November 2024 (0 + 132 working days)

• The new complaint has been acknowledged and read. Despite a request for the complaint to be handled by an officer independent of County Highways, this has been disregarded on policy grounds. An objection has been noted suggesting that the nature of the new complaint requires flexibility on policy. Regardless, a new timer for resolution starts today; expect a response in ten working days (end 09 December 2024). The request for copies of internal and external communications relating to the original complaint is being considered as a subject access request and has been forwarded to the appropriate team to handle separately.
• In hindsight, requesting a Stage 2 Review of the original complaint would have been useful, but at no point was this offered in contravention of the Council’s complaints policy. My original request to escalate the matter does not appear to have involved a review as no outcome for such a review has been provided. Stage 2 Reviews can only be requested within 20 working days of the outcome of the Stage 1 complaint being provided. Assuming this timer commences from when the last response was received (27 August), this has long since expired. However, I have noted that in the responses received, no offer for a review was provided, and as my last attempt to bring the matter to a conclusion (which has been ignored) was on 28 October (20 working days today), perhaps therefore the opportunity for a Stage 2 Review could still be available.

06 December 2024 (9 + 132 working days)

• Confirmation received that the complaint is being treated as complex by senior management and therefore will take longer than the initial ten day time estimate. Asked for a rough ETA for a further update, just to set expectations. Hopefully an update will come be next Friday (13/12).

10 December 2024 (11 + 132 working days)

• Subject Access Request data received containing a number of internal emails and the initial Highway Surveyor’s report generated from the initial report of a highways issue back in May. This data has been collated into a private timeline and it appears that a number of messages may be missing, where I had requested *all* internal communications relating to the complaint. This includes messages with the local councillor, and any comms following the apparent ignoring by Highways. I have requested that the response be double-checked to ensure everything is accounted for.

18 December 2024 (17 + 132 working days)

• Chased for an update on the complaint before the Christmas break given no further information heard.

20 December 2024 (19 + 132 working days)

• Responding to my chase message of two days ago, is chasing the local services senior manager. Does not expect to hear anything further until at least w/c 30 December due to complexity. I said I will follow up again in January once normal routines have resumed after Christmas and New Year.

20 January 2025 (37 + 132 working days)

• Asked for an update. No further details but has chased the service again and escalated the matter to a senior manager.

24 January 2025 (41 + 132 working days)

• Stage 1 Response noting barrier spacing will be reviewed (no ETA); noted procedures will be reviewed and updated if necessary; noted failings in handling.

04 February 2025 (48 + 132 working days)

• Replied to Stage 1 response noting progress but still outstanding points that need a reply, and further points need clarification and explanation as they do not tally with experience.

14 February 2025 (56 + 132 working days)

• Confirmation that the complaint has moved from Stage 1 to Stage 2. Aim to respond with a report within 30 working days.

28 February 2025 (66 + 132 working days)

• Internal review of SAR response on 10 December 2024 confirmed information is missing. WCC will endeavour to locate missing information by 28 March.

28 March 2025 (86 + 132 working days)

• Further information provided in response to SAR, filling in a number of identified potential gaps. However, two gaps remain. Asked for clarification over these.