Corporate Complaints Policy and Procedure
Colin Cole to The Ombudsman 22nd September 2004 . . .
“I have been speaking to someone who works at LBC who tells me not to get my hopes up. They tell me that Croydon Council have a CORPORATE POLICY of not investigating serious complaints.” . . . . And so it turned out to be.
Colin Cole to The Ombudsman 22nd September 2004 . . .
“I have been speaking to someone who works at LBC who tells me not to get my hopes up. They tell me that Croydon Council have a CORPORATE POLICY of not investigating serious complaints.” . . . . And so it turned out to be.
Well that would be very nice if any of it was true. Whilst waiting for Croydon Council to investigate this matter , I got quite excited in anticipation of that investigation. They had been told to do so by The Local Government Ombudsman, Geraint Davies MP and Derek Conway MP. I was to be very disappointed. Croydon Council DELIBERATELY Ignored the Problem for SEVEN MONTHS which is why the Ombudsman had to find them GUILTY of MALADMINISTRATION.
From a letter to B Local Government Ombudsman !6th December 2004 I write . . . .
“It seems my informant was entirely correct. Croydon Council have no intention of investigating my stage 3 Complaint. I have to admit, that when I was first informed of it, I did not believe it. How could that be so? After writing to yourselves, the two MPs and to myself that they would do so. But my friend was adamant, and said “You see if I’m not right.” . . . . . and so it turned out to be.
But what can be their reason to do so, bearing in mind how bad it looks? . . . . THERE HAS TO BE ONE. Ever the analyst, I have tried to come up with a purpose. The only conclusion I can reach, is that:
(a) they suppose there is some faint hope I will not ask you again to investigate.
(b) you will not do so.
(c) that if you do, you will not be able to truly get to the bottom of it.
If however they do investigate voluntarily they would have to reveal ALL. To do anything less would be tantamount to lying. And I do not believe that Croydon Council would risk that. At least by doing nothing, they avoid that difficulty despite how bad it looks for doing so.
Phillip Goodwin’s statement that “we will not follow up the stage 3 complaint.” is entirely consistent with that information I had nearly four months ago. And is further proof of their determination not let the full truth be revealed.”
“It seems my informant was entirely correct. Croydon Council have no intention of investigating my stage 3 Complaint. I have to admit, that when I was first informed of it, I did not believe it. How could that be so? After writing to yourselves, the two MPs and to myself that they would do so. But my friend was adamant, and said “You see if I’m not right.” . . . . . and so it turned out to be.
But what can be their reason to do so, bearing in mind how bad it looks? . . . . THERE HAS TO BE ONE. Ever the analyst, I have tried to come up with a purpose. The only conclusion I can reach, is that:
(a) they suppose there is some faint hope I will not ask you again to investigate.
(b) you will not do so.
(c) that if you do, you will not be able to truly get to the bottom of it.
If however they do investigate voluntarily they would have to reveal ALL. To do anything less would be tantamount to lying. And I do not believe that Croydon Council would risk that. At least by doing nothing, they avoid that difficulty despite how bad it looks for doing so.
Phillip Goodwin’s statement that “we will not follow up the stage 3 complaint.” is entirely consistent with that information I had nearly four months ago. And is further proof of their determination not let the full truth be revealed.”
Doesn’t that lot look good? . . .But if you have a policyof ignoring it all if it looks like you are in the doo dah. What is the point of all those procedures?
TOTAL BOVINE SOLID EXCREMENT ALL OF IT.
See B.S.E METER >>>>>>>>>>>>>
TOTAL BOVINE SOLID EXCREMENT ALL OF IT.
See B.S.E METER >>>>>>>>>>>>>
Stage 1
SUFFICE TO SAY THAT I WAS NOT HAPPY WITH STAGE ONE WHICH WAS REALLY JUST A WHITEWASH. . . . Letters of . . . “we know best from” “knowledgeable Officers” as Phillip Goodwin Director of Planning describes them. . . (it wasn’t till later that they were all proved totally wrong and had been lying to me from the start).
Stage 2
AND STAGE TWO WASN’T ANY BETTER. I’m afraid I sent far too many letters to go into it all in depth. But the fact that the Ombudsman got involved twice shows that the answers coming out of Croydon Council were not satisfactory.
SUFFICE TO SAY THAT I WAS NOT HAPPY WITH STAGE ONE WHICH WAS REALLY JUST A WHITEWASH. . . . Letters of . . . “we know best from” “knowledgeable Officers” as Phillip Goodwin Director of Planning describes them. . . (it wasn’t till later that they were all proved totally wrong and had been lying to me from the start).
Stage 2
AND STAGE TWO WASN’T ANY BETTER. I’m afraid I sent far too many letters to go into it all in depth. But the fact that the Ombudsman got involved twice shows that the answers coming out of Croydon Council were not satisfactory.
MPs’ enquiries received by the Chief Executive or Director of Corporate Services will be referred to the Head of Democratic and Legal Services for a response. Enquiries to Directors will be referred to the relevant DCO or will be dealt with under the departmental Members’ Enquiries procedure.
OH NO THEY AREN’T. I HAD TWO OF THEM ENQUIRE AND THEY WERE BOTH IGNORED
The Council aims to respond to Members’ and MPs’ Enquiries within 10 working days of receipt, whichever route is used. Where the matter is urgent, the response time will be reduced as appropriate. If the enquiry concerns a complaint about a Council service that has not been referred to the corporate complaints procedure, it may take longer to provide a full response.
OH NO THEY DON’T . . . . Two MP’s complained to the Chief Executive David Wechsler back in July 2004. . . Geraint Davis MP Croydon Central . . .and . . Derek Conway MP Sidcup and Bexley. They did receive assurances that the matter was being looked into in August by Nasreen Panchoo from Corporate Complaints . . This constituted a Stage 3 complaint. My original complaint to the Ombudsman was rejected by him as I had not given LBC enough time. A Stage 3 complaint from their literature “We’re Listening” is supposed to last 5 weeks maximum.
BUT THE REALITY IS . . . . . By end of November no such undertaking had been started let alone completed. And soon became apparent why (more later). From a letter 29th November 2004 Derek Conway MP writes “As you know, I am awaiting a reply from Croydon’s Chief Executive. Kind regards Derek” . . . And not until 13th December 2004 did Geraint Davies MP write to inform that he had now heard from Phillip Goodwin , Croydon’s Director of Planning who informed him that “Mr Cole has taken his complaint to the Ombudsman and therefore we will not follow up the Stage 3 Complaint.”
YOU JUST DON’T GET IT DO YOU PHILLIP? The reason he opened the case again is because you did not complete the Stage 3 in less than the three months he generously gave you to do so. Two and a half times as long as your charter says you will do it of your own accord.. NOT because I took it to him.
YOU JUST DON’T GET IT DO YOU PHILLIP? The reason he opened the case again is because you did not complete the Stage 3 in less than the three months he generously gave you to do so. Two and a half times as long as your charter says you will do it of your own accord.. NOT because I took it to him.
BUT IT ALL STARTED TO BECOME CLEAR AT ABOUT THAT TIME. Why they did not want to investigate the matter. Andrew Pelling GLA knew someone in Planning Enforcement Roy Cullen who wasn’t bent and got a proper and reasonable reply in late November. We found out from it that “it is clear that the ducting goes higher than that approved (and presumably beyond the ownership of the ground floor property as well) and investigations of the Specialist Pollution team also point to the equipment failing to control odours as well. This suggests that the equipment installed is not in any way that approved.” . . But of course their problem is . . . They knew that all along . . Or somebody did. . . So when I ask the question based on . . . That much is obvious to anyone with two eyes in their head . . The big question is . . WHAT’S IT DOING THERE THEN? . . How was it given an approval certificate? Who approved it? Who told the proprietor to put it there as she claims? Did he take a bung for allowing it?
WHICH PLANNING OFFICERS . . KNOWING ALL THE ABOVE . . STILL GAVE PERMISSION FOR IT TO GO AHEAD, GAVE IT A CERTIFICATE OF APPROVAL AND WERE THEN PREPARED TO TOTALLY IGNORE ANY COMPLAINTS THAT THEY KNEW IT MUST AROUSE?
THAT IS WHY NOBODY WANTED TO INVESTIGATE THE MATTER . . .and when I asked those questions . . . Andrew Pelling dropped it like a hot brick and never replied to me again. He realised this wasn’t simply a Planning oversight. . It is corruption at it’s worst. So instead of carrying on the investigation he ignored the matter from then on in.. Now he is a Member of Parliament. Lord help us. . . . . As far as I’m concerned to drop this matter as quickly as he did makes him as bad them . . . . . . And time will tell just how bad that is. . . . Ombudsman’s report should be out soon.. . . . . . AND FINDS LBC . . . GUILTY
ANDY it’s over there to your left. I keep telling you that one’s alright.
It goes above the roof line.
It goes above the roof line.
How We Will Perform (From the website of Croydonia Banana Republic Building Control.) “So, why should you use us as your Building Control service provider? Because we give you commitments, that's why! . . . I AGREE commitments to break the law. Ignore GAS regulations. Ignore troublesome neighbours who complain. Ignore MP’s who inquire. Ignore the Ombudsman. Make sure that any investigations we promise are nipped in the bud. . . . You can’t get a better service than that anywhere else in the Country.
Do you exshpect
me to talk Colefinger?
“It would not be
appropriate for me
to comment”
me to talk Colefinger?
“It would not be
appropriate for me
to comment”
Not at all Mr Welsher I expect you to suffer.
Excruciating pain and embarrassment first. And then you will tell me what it is you have been trying to hide for the last
ten months.
Excruciating pain and embarrassment first. And then you will tell me what it is you have been trying to hide for the last
ten months.
Mr Colefinger the arch fiend grills Generalisimo Welsher head of the Banana Republic of Croydonia over what he knows about the new secret weapon. The Flying Pig Launcher. Who accepted it? Why did he do it? Did he get big BUNG for turning a blind eye to it? . . . Why have Wechsler & Goodwin avoided every question on the issue for 6 months ? Despite knowing that the flue “is not in any way the one that was approved” which means it doesn’t have planning permission. Worse than that . . . They now say “it’s inappropriate to comment” on it. Preferring to see if the Ombudsman can figure out the truth, rather than reveal it of their own free will. . . They are acting like a couple of petty criminals rather than the heads of one of the supposedly pre-eminent Councils in the Country. . . . . David Wechsler is the 9th highest paid CEO in the Country. He presides over a pension fund that is one of the worst performing. . . . And he carries on like this. . . . He is a disgrace to his profession and should be sacked as soon as possible. . . . . .(Dec 2004)
LBC PENSION FUND
B.S.E METER
http://www.croydon.gov.uk/councilanddemocracy/agendas/corporateservices/272805/272823.doc
Croydon Council do have an anti corruption policy though . . . so that’s all right then? . . No it isn’t . . . it only applies to you. It’s a pity they don’t apply it to their own officers isn’t it????
Croydon Council do have an anti corruption policy though . . . so that’s all right then? . . No it isn’t . . . it only applies to you. It’s a pity they don’t apply it to their own officers isn’t it????
Go to Colin’s LINKS page . .for Bent Solicitors. Corrupt Law Society. Crap Policing. . Click here
THIS IS THE MOST OUTRAGEOUS PIECE OF BULLSHIT YOU WILL EVER READ
Excerpts from The Policy ·
1. The purpose of this policy is to: clarify how the public may make a complaint or an appeal;
2. define the standards the public can expect when they make a complaint, ·
3. recognise the importance of complaints in providing feedback about Council services and performance, ·
4. set out how the Council will monitor complaints, and use that information to improve services..
1. The purpose of this policy is to: clarify how the public may make a complaint or an appeal;
2. define the standards the public can expect when they make a complaint, ·
3. recognise the importance of complaints in providing feedback about Council services and performance, ·
4. set out how the Council will monitor complaints, and use that information to improve services..
NO . . . THIS IS THE MOST OUTRAGEOUS PIECE OF BULLSHIT YOU WILL EVER READ
Minimum standards for handling complaints: The Council expects staff and contractors to meet the following minimum standards in dealing with complaints: Each complaint will be recorded on receipt; ·
Each complaint will be acknowledged within three working days of receipt in an appropriate medium and language; ·
Response standards will be set and customers will be told what they can expect to happen and when; ·
Customers will be kept informed of progress in dealing with their complaints, and if it cannot be resolved within the agreed time scales; ·
Where there is more than one stage in the process for dealing with a complaint, customers will be told at the end of each stage how they may pursue their complaint further.
Each complaint will be acknowledged within three working days of receipt in an appropriate medium and language; ·
Response standards will be set and customers will be told what they can expect to happen and when; ·
Customers will be kept informed of progress in dealing with their complaints, and if it cannot be resolved within the agreed time scales; ·
Where there is more than one stage in the process for dealing with a complaint, customers will be told at the end of each stage how they may pursue their complaint further.
OUTRAGEOUS LIES . . . . . EVERY WORD OF IT
VOMIT, VOMIT, VOMIT.
The Procedure
The outcome of each complaint will be monitored. Information obtained will be fed back to the relevant service and included in periodic complaints reports to the Council Management Team and the Standards Committee.
Each service will have a nominated a Departmental Complaints Officer (DCO) with responsibility for ensuring that complaints are logged, tracking progress at each stage, and recording outcomes. The service department will be responsible for monitoring it's contractors compliance with the Council's complaints standards where these are a contract requirement.
The Corporate Complaints Manager, based in Democratic and Legal Services will be responsible for: Dealing with Ombudsman cases;
Taking over conduct of Stage 2 investigations where a Department has delayed in dealing with it (for which an internal charge may be made) or it is not appropriate for the investigation to be carried out within the Department;
Giving guidance on the investigation of individual complaints, and ensuring cross-departmental complaints investigations are being co-ordinated by one of the Departments involved.
The outcome of each complaint will be monitored. Information obtained will be fed back to the relevant service and included in periodic complaints reports to the Council Management Team and the Standards Committee.
Each service will have a nominated a Departmental Complaints Officer (DCO) with responsibility for ensuring that complaints are logged, tracking progress at each stage, and recording outcomes. The service department will be responsible for monitoring it's contractors compliance with the Council's complaints standards where these are a contract requirement.
The Corporate Complaints Manager, based in Democratic and Legal Services will be responsible for: Dealing with Ombudsman cases;
Taking over conduct of Stage 2 investigations where a Department has delayed in dealing with it (for which an internal charge may be made) or it is not appropriate for the investigation to be carried out within the Department;
Giving guidance on the investigation of individual complaints, and ensuring cross-
DISGUSTING LIES . . .
ON THIS PAGE . . CROYDON COUNCIL’S CORPORATE POLICY OF IGNORING SERIOUS COMPLAINTS . . contrary to their stated policy in the booklet “We’re Listening” . . they might listen but it doesn’t go any further than that.
. . and this guy is having a go at “LEGAL BULLIES”
FDC Law, Solicitors.
Faulkner Daniel & Cruttwell, Midsomer Norton . . . .featuring Catriona “Merciless” Duthie @ St John’s Chambers, Bristol
FDC Law, Solicitors.
Faulkner Daniel & Cruttwell, Midsomer Norton . . . .featuring Catriona “Merciless” Duthie @ St John’s Chambers, Bristol
WHAT DOES SIR IAN BLAIR SAYS ABOUT THE DISGRACEFUL BEHAVIOUR OF HIS OFFICERS IN THE MET POLICE CROYDON TWAT TEAM?
CLICK HERE
CLICK HERE
THE TOTALLY UNAUTHORISED SITE THAT TELLS YOU THE TRUTH ABOUT THE CORRUPT REGIME @ THE LONDON BOROUGH OF CROYDON. . . . WWW.CROYDONCOUNCIL.INFO
THE Croydon Council information site.
THE Croydon Council information site.
How the Met Police London massage their complaints figures.
http://www.glalibdems.org.uk/news/311.html “London Assembly Liberal Democrats released figures that show that there has been a 14% increase in the number of complaints lodged against the police in the last year.” . .THIS is what they do.
http://www.glalibdems.org.uk/news/311.html “London Assembly Liberal Democrats released figures that show that there has been a 14% increase in the number of complaints lodged against the police in the last year.” . .THIS is what they do.
MET Police London give whole new meaning to . . . “Getting a Brazilian”
The London Borough of Croydon have a similar scheme and it was explained to me by one of their employees. Only their scheme is far more devious. As you will see. Click here
On a Search on Metacrawler the engine that searches the rest. A search of . . .’ met police croydon’ . . Oct 28 gave Colin’s sites an incredible 13 out of the first 20.
You can find their site No 39 on page 2
You can find their site No 39 on page 2
Have I Got News For Croydon
Croydon Ratepayers against Croydon Council
http://www.cracc.co.uk
http://www.cracc.co.uk
Council and Democracy.
Croydon Council, Run by Labour Party councilors / councillors / that are perfectly happy to allow Council Officers to break the law, lie or otherwise act corruptly so long as they don’t have to do anything about it.
The conspiracy of Silence
Croydon Council, Run by Labour Party councilors / councillors / that are perfectly happy to allow Council Officers to break the law, lie or otherwise act corruptly so long as they don’t have to do anything about it.
The conspiracy of Silence
Under construction Colin’s latest site.
http://www.british-gas.org
http://www.british-
Colin’ newest site.
The Great british gas home care con. See if you can guess what that’s all about?
http://www.british-gas.org
The Great british gas home care con. See if you can guess what that’s all about?
http://www.british-
Colin’s NEW sites
Barnett Ross Auctioneers. We laugh at money laundering forms.
www.barnett-