Making information requests less stressful - Best practice for FOI and SAR requests

At some point, every council gets asked for information.

Some requests are simple. Some are significantly more complex, time consuming and even stressful.

Whether it’s a Freedom of Information (FOI) request or a Subject Access Request (SAR), both can sometimes feel challenging.

A common source of confusion is the distinction between FOI and SAR. Members of the public often mix them up when submitting requests.

The rule is:

• If the requester is asking for their own personal data, it’s a SAR.

• If the request relates to anything else, it’s most likely an FOI request.

  
  

To make things more complex, some requests include elements of both.

Therefore, remember to treat each question separately. How you classify a request depends on the content of the request, not what the requester calls it.

With a structured approach, councils can manage requests efficiently, fairly and confidently, while staying compliant.

To help, here's our three top tips for SAR and FOI compliance:

1. Be objective

When a request lands, focus on the facts. It’s common for requests to include frustration, criticism, or extra details that just aren't relevant to the request itself. The key is to concentrate only on what is actually being asked of the council.

Take a moment to pause, breathe, and review the request calmly.

This helps reduce stress and ensures your response stays fair and impartial. If anything isn’t clear, don’t guess. Ask the requester for clarification.

At this early stage you might wish to get independent advice or support, whether that's from our team or from elsewhere.

2. Be organised

Organisation is key to FOI and SAR processing. Councils should:

• Record every request clearly and log the date it was received.

• Track deadlines to ensure nothing falls through the cracks.

• Keep a record of all decisions made during the process.

• Document the time taken to deal with each request.

This not only strengthens day-to-day information compliance but also creates clear, documented evidence to support requests for additional resources if they are needed.

The Information Commissioner’s Office expects organisations such as councils to show evidence of their workload and capacity, and well-kept records are key to demonstrating accountability.   

3. Be realistic about time

Responding to requests properly takes time, sometimes more than originally anticipated. Councils benefit by honestly assessing how long tasks take and recording this consistently. Being realistic about time requirements allows responses to be delivered accurately and on time.

In summary, to make FOI and SAR processing more manageable, it helps to follow three simple pillars:

• Be objective: approach requests in a structured way.

• Get help and advice at an early stage, if needed.

• Be organised: keep proper records and clear tracking systems.

• Be realistic about time: log and plan for the time requests take.

By following these best practices, your council can approach requests with confidence, reduce stress, and strengthen trust with your community.

Email us at hello@breakthroughcomms.co.uk if you have any questions about FOI or SAR requests. We'd be happy to answer them.