| Topic: | Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:No vote of No Confidence from the "Opposition" at LBH Borough Council meeting | |
| Posted by: | Cllr Sam Hearn | |
| Date/Time: | 25/07/16 17:14:00 |
| "{the weaknesss of] the council's own complaints procedure is that the officers who are the problem also deal with the complaint! What is worrying they don't seem to understand what 'conflict of interest' means. As for the Local Govt. Ombudsman - what a complete waste of time, no teeth, as much good as a chocolate teapot." Hounslow's complaints procedure is essentially that introduced by the Conservative led Administration 2006/10. The aim was to radically improve customer satisfaction with the process and reduce the number of complaints ending up with the Ombudsman. This aim was achieved. There are three stages in the Council Complaints Procedure. You can stop at either stage one or two if you believe that your complaint has been dealt with in full and you are satisfied with the result. At the first stage the Manager of the Department concerned investigates and if necessary puts remedial actions in place (including compensation). This is sensible way to deal with complaints - the officers concerned are likely to have a good hands on understanding of the the issues and be able to pout them right quickly. Most complaints are now sorted out to everyone's satisfaction at this Stage. If the complainant is not happy with the result of the first stage then the complaint goes to the second stage where typically the matter is escalated to the Assistant Director Level. Yes there is a potential conflict of interest but only a fool would try and hide mistakes or maladministration in their department. At the third stage a complainant who is still dissatisfied can have their complaint adjudicated by a panel of three councillors (drawn from wards in which the complainant does not live). I have sat on a number of these panels and complainants are almost all very happy with the results. The fourth stage would be to appeal to the Ombudsman. *********************** The 2015/16 Annual report of the Local Government Ombudsman says that 96% of their clients were happy with the outcome of their complaint and the service that they received from the Ombudsman. |