LBH/15262224

Your complaint about contacting NRS.

  • Submitted
  • Acknowledged
  • Acknowledged Response
  • Actual Response LATE
  • Submitted
  • Acknowledged
  • Acknowledged Response
  • Acknowledged Response
  • Actual Response LATE

Response - Stage One

This response is LATE. It required myself to chase multiply times in multiply ways. It is important to note that at no point did anyone from
Haringey Council

speak with me to understand the complaint or the diffiulties it causing.

- Date

Upon recivieng the acknowledgement. I was so confused, the response due was quoted as
This date is outside of the 10 day window.
It was later clarified.

Haringey Council

had addopted the new the Housing Ombudsman and LGO complaint handling code from the
This code changes the 10 day response window, from the date the complaint was made to the date the complaint was acknowledged
The relevant officers and Lead Members were briefed during the consultation period before the finalised code was published in Feb 2024.

The relevant officers May have been 'briefed' but the residents of Haringey had not.
the

Haringey Council

Website remains ambiguous
A reasonable person could take 
'respond to your complaint within 10 working days'
as 10 from the date the complaint was made.
However I had no real method of challenging the so I had to accept it.

- Adult Scruiny Pannel

Adult Scruiny Pannel is an Exercises in Futility they are slow and provide no accountibility. The wrong template issue has been raised several times with scrunity I get told no.

- UPDATE

Councillor Pippa Connor
and
Dominic O'Brien
have responded to my email of Again have doubled down os the not our problem naritive. Ignoring the fact Adult Social Care are not following the procedure.
That NRS are the main council contractor for Aids and Adaptaions
It also ignores I've been attempting to get the help from my ward Councillors since .
2 of the 3 ward Councillors
Thayahlan Iyngkaran
&
Das Neves Lucia
sit on the Adult Scruiny Pannel

- Woodside Ward / Councillors

I have the misfortune of being in the Woodside Ward, within Haringey. We have 3 ward Councillors.
Thayahlan Iyngkaran
,
Lotte Collett
,
Das Neves Lucia
I received the response at . At I asked my 3 ward Councillors to call me urgently.
To date... NOTHING!

- Wrong Template

This issue seems to be a personal attack from
Vicky Murphy (Service Director & Deputy DASS Adults, Health and Communities)

She has consistently responded and provided the wrong escalation procedure and has an extremely large percentage of late responses.
The wrong template issue is with the LGO. My personal view is she should be remove from her role and never be is a position of responsible for vulnerable people again.
The Adult Social Care Scrutiny Committee have refused to deal with the issue of the wrong template citing it as an individual complaint and they are unable assist.

- Stage Confussion

I don't even know where to begin with this.
Firstly no one from
Haringey Council
called to discuss the reasons for the complaint, You have made an assumption of the problem and it's impact.
If I need to report a problem with my equipment I need to be able to contant NRS.
Getting the equipment Requiers a referal to First Response Team who will arrange an assessment. So getting the equipment requires the
involvment of Adult Soical Care.

Response - Stage Two

This was an unnecessary stage. Any involvment with equipment for disability reasons is a clear function of Adult Social Care.
You only qualify for equipment after an assessment, by an OT from Adult Soical Care

- Date

The stage two request was made Submitted and not acknowledged utill
12 working days later.
The Acknowledged advise a Response would be made by
Between and 15 Working days.
Between and 26 Working days.
In the stage two response they Assert.
and then 20 working days from the date of acknowledgement.
These assertion are just not supported by the facts. Especially the last sentence

- Terms

The stage one response was a fiasco Of-biblical-proportions
Simply becuase at no point did anyone from
Haringey Council
speak with me to understand the complaint or the problems it is causing.

- Late

If we forget the Response Due Date fiasco and Accept the Response Due Date as being
Response Due Date as being
In the stage two response they Assert.
These assertion are just not supported by the facts.
I responded to the stage two acknowledgement on
I was not till that we find out the invesgator assigned to the complaint has been on leave.
The coup de grâce on 5 June 24 you emailed me to state you had just got back off leave.
So you’re late because you’ve had inadequate time.

- I'm Good...BUT.

In the stage two response they Assert.
These assertion are just not supported by the facts.
If the complaint was made on how in flying fudge could I have discussed It on the ?

- Out of Hours.

In the stage two response they Assert.
provided you with alternative methods of contact.
These assertion are just not supported by the facts. However reading the above makes the stage one response make sense.
This is partly true. The indvidual who contacted me on did offer alternative contact email addresses but
  • I already had these
  • NRSs systems where down this included phonelines and EMAIL.
    Giving me @nrs addresses is a clear indcation you don't understand the issue

As at no point did anyone from
Haringey Council
speak with me to understand the complaint or the problems it is causing. They have assumed the number was their out-of-hours number. When In relatity it was for NRS.

- as effective as a chclot teapot

In the stage two response they Assert.
.
These assertion are just not supported by the facts.
The only thing
Vicky Murphy (Service Director for Adult Social Services)
needs is a p45.
Fortunately in another Complaint the LGO found that four of eight complaints used the incorrect template (and offered him an escalation when they should not have done)
That's a 50% failure rate by a DIRECTOR
The Website remains ambiguous

Email, Tweets and SMS

Between and I have sent....
Kirsten Webb (Feedback & Resolutions Manager )
20 Sent. 1 Reply. Any extemaly poor excuse/response.
Andy Donald (Chief Executive)
22 sent. 0 Replies
Vicky Murphy (Service Director for Adult Social Services)
19 Sent. 0 Replies
Three Ward Councillors
Thayahlan Iyngkaran
,
Lotte Collett
,
Das Neves Lucia
12 Sent each. 0 Replies each.

Letter

Haringey Council
FINLEY advised service users of the problems 11 Days.
The letter appears to have been written by a a person who has no experience of needing this type of equipment due to illness or disability.
The language used and process described are unacceptable, and are clear examples of the indifference.

Indifference

I have said time and time again,
Haringey Council
have a nonchalant attitude towards residents who raise concerns/complaints.
It is important to note at no point did anyone from
Haringey Council
speak with me to understand the complaint or the problems it is causing.
This complaint was about the Councils equipment provider NRS being completely unavailable.

NRS

had been the victim of a cyber attack. This had effectively taken them down and As a result residents with equipment had
  • No Backup
  • No Support
  • No 24x7/Emergency Cover
My personally experience of this is been woken up at 3am due the air-pump for my air-mattress constantly beeping. In that scenario 24x7 Emergency support is critical.

Simlar

UK Power Networks run all the power lines in the UK. Much like NRS they had an unplanned emergency. An unexpected power cut, acording to UKPN this was reported/noticed at
It was reported on

Haringey Council

Twitter feed at , I personally have seen

Haringey Council

provide updates.
Yet the vrunable people got a letter 11 days later and no updates.