Your complaint about New care agency issues

Written by: Daniel McMorrow (dmcmorrow@mage-net.net)
  • Submitted
  • Acknowledged
  • Response Due
  • No Stage Two for Adult Social Care (ASC) Complaints

Background

the Adult Social Care (ASC) department failed to meet statutory response deadlines under the direction of Jo Baty.
A late or incomplete complaint response ONLY benefits Haringey Council.
Justice delayed is justice denied

Timeline

— Initial Contact

Rosemary Lamb (Social Worker, Central Locality Assessment Team) emails me regarding the "New care agency" and provides her direct contact details.

— Out of Office

Rosemary Lamb sends an automated reply stating she is out of the office until 1 April 2026.

— Complaint Received

The formal grievance concerning care agency issues is submitted to Haringey Council.

— Official Acknowledgement

Elliza Uddin (Feedback & Resolutions Officer) logs the grievance under reference COM/10293 with a target response date of 8 May 2026.

The response was due today, yet No Response.

— Formal Complaint Letter Drafted

I write a formal complaint letter detailing the council's failure to respond to COM/10293 by the deadline and requesting updated policies on managing response times.

— Formal Complaint Letter Submitted

A secondary formal complaint is submitted regarding the non-response to Corporate Feedback, CCing Jay Khan, Jo Baty and Pauline McMorrow.

Still no response. I am now not after a response just permission to seek assistance from the LGSCO.
Email sent to Tracy Park (CCing Jo Baty and Jay Khan), demanding permission to escalate directly to the Local Government Ombudsman (LGO) and asking for the identity of the officer responsible for procedural compliance.

— Final Follow-Up

I email Tracy Park again, warning that I will involve the LGO under the 16-week rule due to continuous lack of assistance and missed deadlines.

— Automated Response

An out-of-office auto-reply is generated by Jo Baty (Director of Adult Social Care), signposting urgent daytime matters to Tracy Park.

RB [Advocate] contacted Feedback@haringey.gov.uk to raise concerns with two separate complaints.
I replied to both feedback@haringey.gov.uk raising similar concerns with COM/11152 and COM/10293.

Almost a month after RB [Advocate] & my contact, Lara Taiwo responded...
  • The acknowledgement email (24 April 2026) specified a response date of 8 May 2026 [10 Working days].
    The alleged response date of 8 June 2026 [30 Working days]. Would therefore have been a full month late.
  • The council's assertion fails to acknowledge that written records clearly show I was still actively chasing a response well after the alleged 8 June 2026 response date.
  • The assertion also fails to address the multiple unanswered follow-up emails sent on 11 June 2026 (two emails), 15 June 2026, and 7 August 2026.
  • Furthermore, if a response had genuinely been issued as claimed, what was the stated justification for opening the subsequent complaint (COM/11152)?
    1. A side fact the COM/11152
      Submission date: 17 May 2026 Response date: 16 July 2026
      43 working days. The target is 10 working days[cite: 1]

Acknowledgment

Was acknowledged on 2026-04-24 12:28:00 by Elliza Uddin
The acknowledgement refers to appropriate officer but fails to identify this person, so questions of appropriateness need to be raised.
The acknowledgement stated We have logged your complaint under the NHS and Local Authority Statutory Complaints Procedure at Local Resolution so the complaint was an ASC.

Response

No Response has been received.

Advocate

No advocate exists within the Haringey Council for this type of complaint ASC complaints

Ombudsman

I approached the Local Government and Social Care Ombudsman on and was given a reference number. The complaint is currently at the Assessment Stage. They will spend weeks or even months just trying to decide if the complaint is something they can investigate.

Because Haringey Council has failed to provide a Stage One response, they are effectively blocking the escalation process. While the Local Government and Social Care Ombudsman (LGSCO) has accepted the referral under the 16-week rule, it remains unlikely they will investigate the underlying care issues at this stage. Instead, their intervention will likely just compel Haringey Council to issue a formal response before any substantive ombudsman investigation can begin—introducing further delays.
This constant back-and-forth just adds delays. The expectation should simply be that Haringey Council follows the rules.