Wheelchair Services

Before we begin, you need to know…

 I've had a Roho cushion for 10 years.

In mid October 2020

My cushion for my wheelchair, was becoming a pain (The center was dipped in).
Due to covid19 I didn’t make a fuss as It was not totally broken, just painful.

By November 2020

It was unusable, however had found a cushion but different type.
My Roho is full of air. The spare is essentially a bean bag chair chousion.
I tried the spare cushion, but was extremely uncomfortable.
To overcome this, I was sitting forward, this lead to Low back pain. So I gave in and called he Wheelchair Service.

In their quest to become the centre for bureaucratic nonsense, The Wheelchair Services need a referral from my Dr. to help.
Now had this been a new request for a wheelchair or a medical based change, i could understand the need for referral, however this was due to a part of the wheelchair breaking.

So I faff with my Dr. get the referral.
Now the Wheelchair Service needs me to attend for an assessment.

I've not been out of my flat sine June/July 2019. Several reason mostly because I get extremely travel sick. The idea makes me anxious, Add in risk of Covid19 and I become a mess.

So an appoitment was made for Wednesday 6th Jan 2021.

On Tuesday 5h Jan 2021

Wheelchair Service call and canclle the appoitment, as the staff are being redeployed to help with Covid19 In hospitals. I was told It would likley be Feb befor I could be seen.

On Monday 11th Jan 2021

I get a phone call offering me an appoitment for next week.

Staff where redeployed to help with Covid19. We asume they have had contact with people n Hospital. These same staff have now been sent back to handle their normal workload.

Haringey

email from Axxxxx Mxxxxx To  ME






Dear Mr McMorrow,
Thank you for your response. I just want to confirm the progress and actions agreed and a few that are
outstanding:   Confirmation: A new surveyor has been allocated named
Marlon Clarke   Confirmation: An Independent OT has been allocated to review the proposed
recommendations named Walter Brazil   An offer for the OT and surveyor to visit with myself was
made. You have agreed to the date and time: Monday 26th April 2021 at 1130am, but have  requested
that I do not attend. Therefore only the surveyor and OT will attend.   Allocation of an independent
advocate or someone you trust to support you through the adaptation process. You have not indicated
if this would be something you would like to progress. Please let me know if you would like me to
arrange this going forward as I will need to make a referral to Advocacy Support Service. Is this
acceptable?   A single point of contact within the service to discuss your concerns and any issues.
 Following the meeting between yourself and the OT and surveyor, you may want to indicate if you
have a preference for one of these people to become your single point of contact. Please advise
following the meeting.   You have raised a safeguarding concern about the uneven floor in your
bathroom. The advice provided to you from the Service previously has been, that until the
adaptations are resolved, you are transferred onto your shower commode and wheeled over the toilet.
This will eliminate any risk of the hoist being used in the graded wet floor showering area.
However, I will ask the OT when they visit to review the situation and provide any further
recommendations, other than that already advised. Is this acceptable?


email from ME To  Axxxxx Mxxxxx joseph.ejiofor@haringey.gov.uk Pxxxxx Mxxxxx Cxxxxx Lxxxxx

Yes.


email from ME To  Axxxxx Mxxxxx joseph.ejiofor@haringey.gov.uk Pxxxxx Mxxxxx Cxxxxx Lxxxxx

I made it quite clear your involvement in this process is completely inappropriate. The 26th is next
week! You cannot expect me to believe you are taking this seriously. Your respons is to a two day
old email.  Hardly an urgent issue I’m expecting a phone call from the LGO. Mr McMorrow


email from Axxxxx Mxxxxx To  ME

Dear Mr McMorrow   Would you like to proceed with the visit from the surveyor and OT without my
attendance?


email from Axxxxx Mxxxxx To  ME

Dear Mr McMorrow   Thank you for your email.   To move forward I would like to offer a visit with a
new surveyor,  an independent OT and myself for Monday 26th April 2021 at 1130am.   Would you like
me to arrange an independent advocate for this visit? Please feel free to invite a trusted person to
support you on this visit if you wish.   Please confirm via email this date and time is convenient.


email from ME To  leaders.casework@haringey.gov.uk

My concern is very fast becoming rage.


email from ME To  leaders.casework@haringey.gov.uk

Axxxxx Mxxxxx

emailed yesterday. I’m concerned that as yet I’ve haven’t had a
response. In the second complaint response you apologise for delays of your making.Yet since my
original complaint 4th March absolutely nothing has changed or been agreed. A safeguarding issue has
been raised several times yet no intervention from the safeguardingteam. I can’t actually find the
complaint policy for Adult Social Care. Mr McMorrow


email from ME To  Axxxxx Mxxxxx leaders.casework@haringey.gov.uk Pxxxxx Mxxxxx

Firstly you involvement is an embasment of Haringey. I made a formal complaint against you for the
lack of response to my numerous emails.Secondly the wetroom floor has never actually been inspected
to make sure the gradient is correct.Interestingly is the gradient was found to be wrong it could be
argued this is due to my landlord who rebuild the wetroom. Ofcourse this is now 3 years after the
rebuild.With regard to what has been attempted to resolve the issue.The shower chair was indeed
tried as a commode over the toilet but was never really explored despite what was agreed.The track
hoist was never discussed but that’s probably down to me hating them. I can explain but its not
important for this purpose Once an solution is fixed my landlord will be asked to provide
permission.I’m free from 10AM every day.I have no Covid19 symptoms and my two carers have both had
their jabs. Mr McMorrow


email from Axxxxx Mxxxxx To  ME

Dear Mr McMorrow,  Thank you for speaking with me on Tuesday. Unfortunately, we were not able to
finish the call and agree a way forward however you did request that all further communication is in
writing. I thought it would useful to summarise the issue we are trying to resolve: Using the Arjo
hoist when transferring on and off the toilet as the hoist has to travel across the existing
showering area. All wet floor showers have a graded area of 1:40 to allow the water to drain and due
to limited space within your existing bathroom, the hoist legs extend into the showering area when
accessing the toilet. As the floor is not level this creates an imbalance in the hoist and feels
unsafe when you use the standing hoist with your carer. Actions considered: The service has
previously explored using your wheeled toilet/ shower chair to access the toilet however your
preference is to be transferred directly onto the toilet for comfort when using the toilet. It has
also previously been discussed using a ceiling track hoist that will enable you to be transferred
from your shower chair onto the toilet however it again it remains your preference to use the
standing hoist. Following recent visits by the OT and surveyor and your own research you identified
a style of drain that you believe would enable the showering floor area to be made level and the
water drain away. Initially the request was for a permeable shower tray however the surveyor
identified this would create a lip and not resolve the concern. Following a conversation between you
and Mr Thomas is was identified the drain you were referring to is an ACO style however the space
within your bathroom continues to remain an issue, therefore whilst making amendments to the floor,
extending the bathroom would be best suited to your long-term needs. This proposal would be subject
to your landlord’s approval.  Next steps: I would like to propose the following actions that will
enable us to move forward and complete the adaptations required to meet your long-term needs. A new
surveyor has been allocated – Marlon Clarke Allocation of an Independent OT to review proposed
recommendations The OT and surveyor to visit with myself at a time convenient for all Agreement from
yourself to approach your landlord and seek approval for any proposed adaptations Allocation of an
independent advocate or someone you trust to support you through the adaptation process A single
point of contact within the service to discuss your concerns and any issues Please contact me via
email or on my mobile number listed below.


email from ME To  leaders.casework@haringey.gov.uk

“To try and make some progress the Head of Service will emailing Mr McMorrow (as he has requested)
with the following proposed actions with the aim of supporting a resolution to the issues:” Yet no
email. How do you think the LGO will see this?


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   Thanks for the link. I will follow this up with the Council.   The  Councils website
says there is a separate complaints procedure for Adult Social Care but doesnt say what it is. The
response to my query was a link to the statutory provisions but, as you have pointed out, the
Council needs to set out its complaints procedure which must comply with those legal requirements.


email from ME To  Pxxxxx Mxxxxx

that link is the legislation aka the law enacted by parliament. Haringey’s policy should set out how
a complaint should be made, who a complaint can be made to, the process use to resolve the
complaint. time limits (the legislation sets these) the legislation states this requirement
https://www.legislation.gov.uk/uksi/2009/309/regulation/16/made Daniel on 4/16/21 5:05 PM, Cllr
Mitchell Peter wrote: Dear Daniel On the complaints policy, I was sent this today: The Statutory
Adult Social Care complaint procedure is set out in legislation, and can be found here. I did follow
the link but there is a lot to read and I will need to study it. Im sorry that weve got to Friday
afternoon without a clear understanding of what happens next. Ive asked for some clarity about what
has been proposed. Is Felix the surveyor coming to view your wet room?


email from ME To  Pxxxxx Mxxxxx

He’s the surveyor that’s always been attached to my case. In the response to my second complaint I was promised a call Friday 9th with aim of home visit week commencing 12th.The actual call was 13th with home visit expected week commencing 19th.Daniel


email from ME To  leaders.casework@haringey.gov.uk

I am concerned at the lack of response


email from ME To  Pxxxxx Mxxxxx

A lot has been said that sounds positive but very little has been followed up.Have you seen the
complaints policy?I’ve had contact from two people. That sounds good until you realise these two
where two of my three person complaint back in March.I can’t understand why my email this morning
hasn’t had a response. I now fret about it for the weekend.Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   On the complaints policy, I was sent this today:   The Statutory Adult Social Care
complaint procedure is set out in legislation, and can be found here.   I did follow the link but
there is a lot to read and I will need to study it.   Im sorry that weve got to Friday afternoon
without a clear understanding of what happens next. Ive asked for some clarity about what has been
proposed.   Is Felix the surveyor coming to view your wet room?


email from ME To  Pxxxxx Mxxxxx

I’m lost with who has said they contacted me and haven’t My request for emails is so when you
attempt to blame Covid19 I can show the LGO.Anita.Marsden, and felix the surveyor called me this
week.No one else. My MP is chasing the LGO My response from this mornings email hasn’t yet been
replied to.I’m unconvinced Adult Social Care actually care. Cllr das Neves Luci raised the
safeguarding issue and that has never been followed up. Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   Im getting lost too! Let me try to clarify what has been sent.   I appreciate why you
want emails, both for evidence for the LGO but
also so that there can be no dispute about what was said.


email from Pxxxxx Mxxxxx To  ME

Dear Daniel
I was informed on that the Head of Service had phoned you that day but you had asked for everything to be in writing. I am not sure who is meant by Head of Service if it means the Director, then that is

Beverley Tarka

I was told that, in line with your request, you would be sent an email on Wednesday, 14th. Were you emailed that day? I didnt get copied into

Was actually by

Axxxxx Mxxxxx

anything that day. I was copied into the email from the Council Leader sent this morning at 10.20
which refers to contacts made on Monday 12th. This also states that you didnt want to engage further
until the LGO process had concluded. I can
understand that you are exasperated with everything, but I wanted to be clear whether you do want to
wait until the LGO process has concluded as we
know that this can take a very long time. You mention below that you have been searching for an
independent OT, but this is one of the proposals on offer from

Jxxxxx Exxxxx

.
I would like to think that this might help resolve the situation. On the issue of getting a Covid
vaccination, I am surprised that you have to wait until your age group is being invited. Have you
had any discussions with your GP on this?


email from ME To  leaders.casework@haringey.gov.uk

I’m about to start demanding resignations.

Axxxxx Mxxxxx

called me at 8:22 she apparently was busy with meetings all day and
apologies style=”font-weight:bold;;color:chocolate;”for early call… This was taken as

we don’t really see your issue as important
so I going to tackle it will doing 50 other things.

She also tried to reduce burden on Adult Social Care with the Covid19 Safety line. Adult Social Care shouldn’t be
impacted. While Covid19 was unpresendented Adult Social Care still have a job, at no point was a
risk assessment done for signs of Covid19 it was just decided I’m a risk for Covid19 but
have to wait for my age group for the jab And the biggest issues

Axxxxx Mxxxxx

has been copied
into several emails between me and the OT people
She was also the subject of my complaint on

With regard to the email I was apparently getting

no such email has been received I’ve been

searching for independent OT to offer an overview of decision.

QUESTION

I can’t find my DFG forms for the track hoist
in my bedroom who would have these?

Never been anwered


email from leaders.casework@haringey.gov.uk To  ME

Dear Mr McMorrow,
Subsequent to intervention from my office, I understand from the email from the
Assistant Director of Adult Social Services (pasted below for your information) that the Head of
Service in Adult Social Care contacted you on Monday 12 April,

Was

and you advised them that you are not
prepared to engage with the Council any further until the LGO concludes their investigation.

Did the Head of Service explain why I might have said this?

If this is a misunderstanding I would urge you to make contact with the ASC team as soon as possible. However, in light of the information provided to me below, I’m afraid there is little more the Council can do without your agreement.

What exactly have the ouncil Done?

“Thhank you for your email.
I can confirm that the Head of Service made contact with Mr McMorrow via telephone to discuss all of
the concerns and issues, to provide some dispute resolution, offer independent mediation and agree
next steps and timeframes for the adaptations. Unfortunately the phone call was very short and resulted
in Mr McMorrow stating he wanted any further communications to be via email, that he also wanted to leave
any decisions until the outcome of an LGO investigation and him terminating the call.
To try and make some progress the Head of Service will emailing Mr McMorrow (as he has requested) with
the following proposed actions with the aim of supporting a resolution to the issues:

  • Offer support from an independent advocate to enable discussions and
    decisions to be made
  • Identifying an agreeable single point of contact within the service
  • Highlighting that a new surveyor has been allocated as requested
  • Highlighting a new Independent OT, to review the proposed recommendations, has been allocated as requested
  • Arrange for the OT and surveyor to visit Mr McMorrow with the HOS (if that is agreeable) the week commencing the 19th April.
  • Ascertain if it is possible for Mr McMorrow to agree for the service to approach his landlord and seek
    approval for any proposed adaptations. This is a requirement of any adaptations to a property.

In regards to your second question, the service received an email from Mr McMorrow after 1700 on Friday 9th April
in response to the complaint response from the service, outlining the option to visit on Tuesday 13th April.
Given the timing the service did not pick up the email until the morning of Monday 12th April. This did not
provide the service adequate time to re-allocate the case to an alternate independent OT and surveyor (as requested
by Mr McMorrow) and attend the property on the Tuesday 13th April as requested.

Was any attempt made to negotiate the date with Mr McMorrow

I will keep you updated following the email correspondence outlined above.
Kind regards
John


email from Axxxxx Mxxxxx To  ME

Good morning No, not long term. Would 0830 suit you? Please email me your contact number or call me
on 07974 265 958 as my laptop is currently not working and I do not have access to the systems,
just email until later today.


email from ME To  Axxxxx Mxxxxx

Have you been on long term leave? Like for 3 odd years?Daniel


email from Axxxxx Mxxxxx To  ME

Dear Mr Mc Morrow Apologies for the late email however I am just back from leave. I would like to
call you tomorrow to discuss the bathroom adaptations.  Please let me know a suitable time and best
number to contact you on.


email from ME To  Pxxxxx Mxxxxx Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Have you got an appropriate response to your member Enquiry? I suspect you’ve not yet got a
response. I unfortunately have to rely on Social Care for a large percentage of my daily life.
Complaint policy should really be set in stone.Urgent requests are subject to a 2 day wait time. The
LGO are overwhelmingly busy so Haringeys passing
the baton is an insult.Mr McMorrow


email from ME To  Pxxxxx Mxxxxx Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Unfortunately I’ve simply given up.No one at haringey has really accepted responsibility, my
complaint was very badly side stepped.A letter holds as much wait as the email where promised action
wasn’t forthcoming I’ve emailed my MP and hopefully can get the LGO to behave.Mr McMorrow


email from ME To  Bxxxxx Mxxxxx Txxxxx Mxxxxx joseph.ejiofor@haringey.gov.uk Pxxxxx Mxxxxx

I will ask once for HCPC ID or confirmation your not a member Mr McMorrow


email from Pxxxxx Mxxxxx To  ME

I had a brief reply on 8 April to say that it was being discussed with a more senior member of staff
and that someone would get back to me within a few days.   The Leaders Casework person is also
dealing with the case and thats what Im hoping will produce a result.


email from Pxxxxx Mxxxxx To  ME Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Dear Daniel   I can understand why you might have given up but your case is being reviewed and I
hope the outcome will be an agreement with you on what should be done and when.   I agree with you
that the complaints process was not acceptable. Someone not previously involved in the case should
have reviewed the evidence and responded.


email from Pxxxxx Mxxxxx To  ME Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Dear Daniel   My understanding is that a full reply is being drawn up and I hope we can get a
solution much quicker than any LGO process. The
message has got through that the wet room floor must be addressed as a matter of urgency.


email from Txxxxx Mxxxxx To  ME

I am currently out of office


email from ME To  Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Ok.There has been no comment on my email of Friday.No contact from Adult Social Care DirectorNo
contact from Adult Safeguarding.I’m now uninterested in anything haringey have to say.I’m now
pushing the LGO for a response. Should I get
hurt in the wetroom your going to be held responsible.Mr McMorrow


email from ME To  Pxxxxx Mxxxxx #xxxxx Cxxxxx Txxxxx Mxxxxx

So the last sentence in this response is another delay in an extremely long list.At this point I
want a new OT and surveyor  I think as Haringey Council have failed to provide adequate Response to
my complaints we shall let the LGO Deal with the
delays. The new OT/Surveyor will inspect my wetroom on Tuesday 13th I am home all day.I’m not
debating the date, it’s clear Adult Social Care need to be handled with kid gloves At the site visit
a date shall be confirmed for plans to be submitted


email from Pxxxxx Mxxxxx To  ME #xxxxx Cxxxxx leaders.casework@haringey.gov.uk

Dear Daniel   When she refers to Mr Mitchell she means Mitchell Thomas, not me.   I agree with you
that the LGO process takes a long time and I
hope that can be avoided. Your case has been escalated within the Council and I would like to think
that a resolution can be found soon.


email from ME To  #xxxxx Cxxxxx Pxxxxx Mxxxxx leaders.casework@haringey.gov.uk

If you cannot work out based on my complaint and this response why this response was completely
inappropriate I’m not sure I can really help.The constant LGO line feels like a brush off, you must be aware of how busy the LGO are, and a descession on this case could take
months. Mr McMorrow


email from #xxxxx Cxxxxx To  ME

Dear Mr McMorrow,   We are sorry that you are not satisfied with this response.  As advised in Mr
Mitchells response to you, if you are dissatisfied you can approach the Ombudsman.  Alternatively if
you can tell us why you are unhappy, and what you want us to do to put things right for you then we
may be able to help you further with this complaint.


email from ME To  leaders.casework@haringey.gov.uk

I asked my OT for a fix in 2018/19 since then several non fixes have been presented but never
followed up.Despite what been said by Adult Social Care my ot was aware Before we ask my Landlord I
believe it would be best to have an agreement on possible solutions My idea of a drain was dismissed
but now seam to have been accepted. Pulling apart the response this week is unfortunately taking
longer than I’d have liked.Daniel


email from leaders.casework@haringey.gov.uk To  ME

Thanks for your response. So, as you told me that latest letter is correct; that you have spoken to
your landlord and you are happy to wait, I will not escalate the matter of your housing benefit
unless you expressly ask me to.   However, on the matter of reconfiguration of the wet room or re-
siting of the drain, this is something which it is very likely the Occupational Therapy service /
Adult Social Care team will need to discuss with the landlord as it may potentially require a
significant change to the property. Is this a private individual, company, or a housing association?
I would ask that you give your permission for the team dealing with this matter to liaise with your
landlord. If you are agreeable, please be kind enough to provide their contact details.


email from ME To  leaders.casework@haringey.gov.uk

110A Sylvan Avenue Wood GreenN22 5HY The HB issue was I request a rent increases submitted the form
and evidence My landlord then had a SNAFU and reissued last year’s increase letter.Base on the two
HB notices I got the latest date is correct of 100.28 rent I’ve spoken with my Landlord and I’m
happy to wait. These SNAFUs are why I’m insisting you don’t talk with my landlord. During the court
case they attempted to blame Haringey for their mistakes. I’m not being difficult I just don’t trust
them.Daniel


email from Cxxxxx Lxxxxx To  leaders.casework@haringey.gov.uk ME

All I know Daniel has responded separately to the Qs below, but can I emphasise that this is a
safeguarding issue. Daniel has asked for it to be referred to safeguarding, but this was denied him.
The situation in his wet room is such that he could have a fall. Cllr Mitchell has been supporting
Daniel but answers are scant and incomplete. This matter needs to be addressed so Daniel is not at
risk.


email from leaders.casework@haringey.gov.uk To  ME

Dear

ME

,   Thank you for your response.   First of all please allow me to
apologies for my use of the acronym ASC, which stands for Adult Social Care.   Secondly, I am going
to escalate your case to the Director of Adults and Health. In order for me to do so I will need
your home address and telephone number please. Please can I check my understanding that what you are
trying to achieve is for your wet room to be reconfigured or the drain to be re-sited, so that the
back wheel of your hoist does not hit the drain, as is currently the case making your hoist very
unstable whilst you are trying to use the toilet?   Also, you mentioned in a previous email, there
seems to have been an issue with your housing benefit, and that youd not been able to get through on
the telephone discuss it. Has that now been resolved or would you like me to escalate the matter to
a member of the team and ask them to contact you on the telephone?   Thank you in advance.
Georgina Landers Executive Assistant and Caseworker to the Leader Haringey Council George Meehan
House London N22 8JZ 020 8489 1625 georgina1.landers@haringey.gov.uk Pronouns: she / her
www.haringey.gov.uk twitter @haringeycouncil Please consider the environment before printing this
email     From:

ME

dmcmorrow@mage-net.net Sent: 07 April 2021 19:10 To:
Leaders Casework Leaders.Casework@haringey.gov.uk Cc: Cllr Jogee Adam Adam.Jogee@haringey.gov.uk;
Cllr Mitchell Peter Peter.mitchell@haringey.gov.uk; Cllr Ejiofor Joseph
Joseph.Ejiofor@haringey.gov.uk; Cllr James Sarah Sarah.James@haringey.gov.uk; Cllr das Neves Lucia
Lucia.Dasneves@haringey.gov.uk Subject: RE: FW: Adult Social Care   I appreciate the response let me
be as clear as possible  I sent the day compiling evidence to contradict the response I got on
Tuesday. I’m halfway through the response and already have found some major discrepancies in the
response.   The Original complaint was 10 days and the response was embarrassing. It seemed like no
one cared, and I was being fobbed off to the LGO
The second (that I didn’t really need to make) also Took 10 days, was factual incorrect and
responded to by someone I was complaining about!    I have not a clue who ACS are. Have you ever
called First Response not as a Haringey employee but like a secret shopper ?   Because getting blood
from a stone would be simple compared to getting help from first response I’ve lived in Haringey
since 2016 and don’t think I’ve ever had a positive exchange with them.   With regard to the issue.
My wetroom floor is sloping towards the drain. The position of the drain is exactly where the back
wheel of my hoist is when I’m on the toilet. This means that the hoist is unsteady and for several
reasons that are hard to explain without seeing the issue I can/have been pulled off the toilet.
Daniel


email from ME To  leaders.casework@haringey.gov.uk

I appreciate the response let me be as clear as possible I sent the day compiling evidence to
contradict the response I got on Tuesday. I’m halfway through the response and already have found
some major discrepancies in the response.The Original complaint was 10 days and the response was
embarrassing. It seemed like no one cared, and I was being fobbed off to the LGOThe second (that I
didn’t really need to make) also Took 10 days, was factual incorrect and responded to by someone I
was complaining about! I have not a clue who ACS are.Have you ever called First Response not as a
Haringey employee but like a secret shopper ?Because getting blood from a stone would be simple
compared to getting help from first response I’ve lived in Haringey since 2016 and don’t think I’ve
ever had a positive exchange with them.With regard to the issue. My wetroom floor is sloping towards
the drain. The position of the drain is exactly where the back wheel of my hoist is when I’m on the
toilet. This means that the hoist is unsteady and for several reasons that are hard to explain
without seeing the issue I can/have been pulled off the toilet.Daniel


email from adam.jogee@haringey.gov.uk To  ME

Thank you for your email. I am out of the office today as it is my birthday.  If you are getting in
touch regarding the impact of the Coronavirus crisis and require assistance with food or any other
emergency need, please call the Haringey Council Connected Communities helpline on 020 8489
4431. This line is open Monday to Friday 08:30 to 17:00.  I do have access to my emails and so will
do my best to respond to you as soon as I can but it may take a couple of days for me to do so.
Best wishes, Councillor Adam Jogee  Mayor of Haringey Labour Member for Hornsey  This email and any
files transmitted with it are confidential, may be subject to legal privilege and are intended only
for the person(s) or organisation(s) to whom this email is addressed. Any unauthorised use,
retention, distribution, copying or disclosure is strictly prohibited. If you have received this
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accordance with relevant legislation.


email from leaders.casework@haringey.gov.uk To  ME

Dear

ME

,   I just wanted to make contact, as I would really like to see if we
can find a resolution to the problems youre experiencing. Im Georgina and I handle all casework that
comes into the Leaders office.   I appreciate that you may be feeling frustrated, having not
achieved a resolution to the problems which youve contacted the Council about. So that we can deal
with this pragmatically, Id be grateful if you could please give me a brief synopsis of what your
current specific problems are, and what outcomes you are hoping to achieve for each. For example:
Do you require urgent assistance from the ASC team?Is your hoist still broken?Do you still need to
speak to someone in the Housing Benefits team?   I will escalate to the appropriate teams and ask
that they make contact with you.  I would therefore ask that you provide your home address and a
phone number on which the relevant services can contact you.   I do appreciate that it can be
frustrating to have to wait 14 days for a response to an enquiry raised by Ward Councillors or
Cabinet Members. However, these timeframes have been established to enable the enquiry to be
processed: delegated to the appropriate teams, investigated and responded to. All this takes time,
hence the 14 day turnaround. However, if you should ever require urgent assistance from the ASC team
you can contact the first response team via mail firstresponseteam@haringey.gov.uk or on 020 8489
1400. If you have a medical emergency you should call 999. For less urgent medical concerns or if
youre not sure its an emergency you should contact your GP or the NHS 111 service by dialling 111
from a phone or online at NHS 111 online – Is it an emergency?   I hope that is of some help.   I
look forward to hearing from you.


email from ME To  Pxxxxx Mxxxxx

I think at this point several complex comments have been made. The response yesterday was a huge
disappointment and factual wrong I’m spending the day providing evidence that shows its wrong I’d
like to think the LGO would be unimpressed but
we shall see If you wait for complaints policy it might explain stuff Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I have asked for a copy of the Adult Social Care complaints procedure. The website
sets out what is called the corporate complaints procedure but says see also the separate complaint
procedure for Adult Social Care. The link provided doesnt give any details.   The extension would
clearly be expensive, as well as disruptive for you. Presumably it would also be some time before
the work could start as plans would need to be drawn up and then a contractor engaged to do the
work.   The current position is that I am waiting for a further response to my Member Enquiry and I
will take up the issue of the complaints procedure once I receive the details.   If you wish, I will
pursue the admission by Mitchell Thomas that your preferred style of drain could be achievable, but
I thought I should wait until I see the complaints procedure. I dont want to engage with him if that
would be seen as giving legitimacy to a procedure whereby someone complained about responds to the
complaint. Let me know if you would like me to take up the point about the drain option now or
later.


email from ME To  adam.jogee@haringey.gov.uk

And I’m very grateful for the hard work being done to assist.  However my hoist took weeks to fix
when it broke. The back door (while ultimately not haringey council issue) took days to fix. When I
wait 10 days for a response like I got today I really don’t know what to think.I took my landlord to
court over the original wetroom.Ever person/department has a response time of two days. Urgent
requests are impossible.Due to a mistake at my Landlord Housing Benefit might have been screwed up.
Today I tried all day to get benefits on the phone but you get 5 minutes of notices and then hung up
on as no one can take the call. So it becomes a choice to wait the 2 week for back dated Benefit and
see what happens with my bank. Today’s response apart from being hugely misleading Indicated a
possible “site visit” week of 19th so two weeks away Daniel


email from ME To  adam.jogee@haringey.gov.uk

I mean but not liking me. I note a lack of Accountability and management at haringey council My
original complaint response was a complete  failure the response seemed to direct me to the LGO who will take months.The second complaint was
answered by someone I was complaining about.I looked at Adult Social Care Scrunity Committee but
they meet 5 times a year so questions of effectiveness become appropriate Peter’s member Enquiry was
answered but not with any actual information.On topic of support there is nothing available.Several
charities direct me to Cqc however CQC don’t regulate
councils or council departments On a more personal note Your private life is not really relevant
however it must be nice to be independent I have to have help from Someone like Adult Social Care
but when it takes weeks for simple things to get done it becomes difficult.Daniel


email from adam.jogee@haringey.gov.uk To  ME

Thanks Daniel, we are here to help.  I do want to be clear though, I explained simply why it had
taken a couple of days to respond. It felt necessary after your follow up email. And frankly, I
would rather explain than people think I was ignoring or failing to respond.  I am genuinely sorry
to hear of your experiences and the first I heard about it was when you tweeted at a personal tweet
and then subsequently emailed me.  I know that my colleagues are looking into your situation and
your case is being taken very seriously indeed. I know Cllr Mitchell and Cllr das Neves are nothing
but committed and hardworking.  It may be annoying but bear with your ward councillors who I know
are working to help you as best they can. Best wishes Adam  Councillor Adam Jogee Mayor of Haringey
Labour Member for Hornsey     E: Adam.Jogee@haringey.gov.uk M: 07812 XXXXXXX Please note that this
email is confidential. All personal information held by me in my role as a member of Haringey
Council will be processed in line with GDPR. I update residents on local issues from time to time,
please let me know if you wish to be removed from any distribution list. From:

ME

dmcmorrow@mage-net.net Sent: Tuesday, April 6, 2021 7:49 pm To: Cllr Jogee
Adam Cc: Cllr Mitchell Peter; Cllr Ejiofor Joseph; Cllr James Sarah; Cllr das Neves Lucia Subject:
Re: Adult Social Care I mean but not liking me.  I note a lack of Accountability and management at
haringey council  My original complaint response was a complete  failure the response seemed to
direct me to the LGO who will take months. The
second complaint was answered by someone I was complaining about. I looked at Adult Social Care
Scrunity Committee but they meet 5 times a year so questions of effectiveness become appropriate
Peter’s member Enquiry was answered but not with any actual information. On topic of support there
is nothing available. Several charities direct me to Cqc however CQC don’t regulate councils or council departments  On a more personal note  Your
private life is not really relevant however it must be nice to be independent I have to have help
from Someone like Adult Social Care but when it takes weeks for simple things to get done it becomes
difficult. Daniel


email from sarah.james@haringey.gov.uk To  ME

I am currently out of office


email from ME To  Pxxxxx Mxxxxx

The extension has never really been discussed with me. Before I can be agreed several points
including my accommodation would need to be sorted. The DFG I believe has a 35k limit. My last 3
week away from home cost 3.5k https://www.dropbox.com/s/f6qanpn6jmtyjvf/Fernbank%20-%20Invoice%20McM
orrow%20CORRECT.pdf?dl=0The toilet is 4.5kSo the DFG Funds disappear quite quickly The drain style I
proposed was dismissed by my OT with the ‘lip’ excuse however that confirmed that they had miss
understood my idea, at that point I showed easydrains.co.uk from their website you can see no lip
and nothing that should make an OT say no I don’t know Novina MorrisonAnd I’ve not been given the
complaints policy Daniel


email from adam.jogee@haringey.gov.uk To  ME

Dear Daniel Thank you for your email and your tweets. Firstly, I have been moving house today and so
Im sorry I havent replied sooner. This things happen at even politicians need time to focus on
family.  I know youre in touch with Cllr Mitchell and with Cllr das Neves. To be clear, the Mayor
has no executive function here in Haringey and so the best people to ensure your particular needs
are met are your ward councillors and the relevant Cabinet Member, Sarah James and the Council
Leader, Joe Ejiofor.  I know the Leaders office will very much want to ensure you get the support
you need and that your councillors are given the support necessary to get you the results you are
looking for.  I dont know what you mean by wont like you, I have lived in Haringey my whole life and
only ran for the council at 22 years of age to help the people I lived amongst and to get things
done.  Can I suggest you keep going through your ward councillors and if necessary, Im sure the
Cabinet Member will step in to ensure we find a speedy and timely solution.  Best wishes  Adam
Councillor Adam Jogee Mayor of Haringey Labour Member for Hornsey     E: Adam.Jogee@haringey.gov.uk
M: 07812 XXXXXXX   Please note that this email is confidential. All personal information held by me
in my role as a member of Haringey Council will be processed in line with GDPR. I update residents
on local issues from time to time, please let me know if you wish to be removed from any
distribution list. From:

ME

dmcmorrow@mage-net.net Sent: Tuesday, April 6,
2021 4:53 pm To: Cllr Jogee Adam Subject: RE: Adult Social Care   If I’m forced to wait for the
LGO you really won’t like me.


email from ME To  adam.jogee@haringey.gov.uk

If I’m forced to wait for the LGO you really
won’t like me.


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I agree with you that a complaints procedure should involve someone not previously
involved in the case looking at the issues.   You had a stage 1 response dated 17 March from Novina
Morrison. She doesnt give a job title and I dont know that name. Is she someone you have dealt with
before or do you know if she is in Adult Social Care?   The Councils website does not give much
information about the Adult Social Care complaints process. The general complaints process has an
independent review at stage 2 by the Corporate Feedback Team. Have you been given a written
procedure for stage 2 within Adult Social Care?   In this response from Mitchell Thomas he says in
the paragraph beginning The Major adaptations panel later resumed that your preferred style of drain
could be achievable, having previously dismissed the idea on the grounds that it would result in a
lip to access the shower. I dont understand why they then opt for something that must be more
expensive and presumably would take much longer to do.   When he says that the panel agreed the
extension to the bathroom in principle, does he mean that the funding has been agreed?   Can I be
clear about your reason for rejecting the proposed extension? The main one that occurs to me is
whether you could remain living there while the work was being done, but maybe I am missing some
other points.   What is happening with the Housing Benefit? Are you being accused of being in
arrears with the rent? Let me know if this is something I should report.


email from ME To  Txxxxx Mxxxxx #xxxxx Cxxxxx

This response is totally unacceptable.


email from ME To  Pxxxxx Mxxxxx

Completely unacceptable.This is the response from

Txxxxx Mxxxxx

my Original
complaint named him as one person I was complaining about.His version of events is also completely
misleading.Either this gets sorted or we bypass the LGO and I get legal for failure with duty of care. My Housing Benefit is all
screwed up I’m 99% sure this is due to L&Q but highlights why I don’t want you talking with them,
they don’t have a clue Daniel


email from Txxxxx Mxxxxx To  ME

Dear Mr McMorrow,
Thank you for giving us an opportunity to investigate your complaint. Our reference: LBH-10838421 In response to the above query I would like to confirm that the service first came to know of your difficulties with your shower room floor on during a visit with an assistant team manager to your home.

kerine Smith, Assistant Team Manager was sent by

Anita Marsden

, because I had concerns with my OT

Brenda McCoy

.
Please explain email of from

Brenda McCoy

., with alterations to the closomat. To allow me to use the commode.


She later agreed to discuss with the head of service, who agreed that works to increase space in your bathroom would appear the best suited option,

  • So the idea of expanding the wetroom was floated but was not presented until A major adaptations panel later occurred on .458 days later.
  • I was not aware of these plans until late 2020.
  • She (I asume Kerine Smith) discussed tthe home visit with Head of Service. Did the head never have any follow up questions? Are “jobs” not managed?


following on from this it was agreed that the assistant team manager would allocate your case to a surveyor to visit. Unfortunately it appears that the case was not allocated to a surveyor as that assistant team manager left the service shortly after. The service would like to apologise for the delay that occurred during this time.

Kerine Smith visited on
she left when? Was their a hand-over?
An email exchange with Anita Marsden, suggest she was aware


Your case was later allocated to an Occupational Therapist (OT) in February 2020 following your follow up call to the First Response Team in January 2020.

Yes I Remember that phone call Jan 2020


It is understood that at the during a home visit in February 2020 your difficulties within the bathroom were discussed with you and a resolution to the difficulties were proposed and agreed; relocating the toilet to the left hand side.
It was not until that the service was made aware that you no longer wanted to proceed with the recommendation of relocating the toilet.

Karen White Sent DFG Forms on The DFG was rejected on
So Your saying my rejection was not acknowloged until 7 Months later?


Following on from this site visits were required with the OT and Surveyor to complete risk assessments and explore alternative options to resolve your difficulties which we understand took place on .

A rick assessments on the Hoist, provided by Haringey. For the purpose of my transfers.


At this stage you noted that you would like a permeable tray, whilst the OT and surveyor explained that if a permeable tray is not possible and extension to the bathroom could also be explored.

My email echange between Karen White on Suggests the permeable Idea had beem rasied and dismissd.

A major adaptations panel later occurred on where the option of an extension was explored. Panel declined this proposal and requested that the OT look at the equipment being used to get to the toilet would alleviate the difficulties and for the. Panel also queried whether the floor being completely relayed would alleviate the difficulties.

No assessment of my Wetroom floor hav every been down. At this point trust of the builders seams to have been accepted.
The gradient of the slope may be greater than it needs to be.


A home visit later occurred on and it was concluded by the OT equipment being used is suitable to be used to transfer on to the toilet and that the slope would continue to cause difficulties with your transfer.
At the visit on the the OT explained that a permeable tray would cause a lip to get in to the shower which would not meet your long term needs. The surveyor also determined that if the floor was relayed the slope may still be an issue due to the overall size of the bathroom.
A telephone contact was later completed to you by the Assistant Team Manager,

By Assstant Team Mnager you now refre to Mitchell Thomas Yourself


where you provided a link to the style of drain are referring to. It was later determined that this was an ACO style drain, and to achieve this style of drain in any case, the floor would have to be relayed.
The Major adaptations panel later resumed on 04/03/2021 where the extension was presented once again. It was determined that your preferred style of drain or similar could be achievable however the space within your bathroom continues to remain an issue therefore whilst making amendments to the floor, extending the bathroom would be best suited to your long term needs also. Panel later agreed the extension in principle, subject to landlord permission and costings of the alteration being obtained.
It is understood that the surveyor contacted you to complete a site survey on 04/03/2021 however you declined this visit as you would like a response to your previous emails to the assistant team manager.

The same day I filled my Formal Complaint


It is understood the assistant team manager responded on

Yes I remember The email, and my response.


and a further email from team manager followed on to apologise for delays and explain the next aspects of the process; contact your landlord for permission and site survey to be completed
The surveyor later contacted you to arrange a site visit however you also declined to proceed with a site visit at this stage.
The service understands that adaptations to your home are taking longer than we would have expected but I would like to assure you that it is not our intention to delay this any longer than is necessary.
The service would like to apologise for any delays and would like to move proceedings forwards by completing a site visit to your property with the OT, Surveyor and Assistant Team Manager. The surveyor will contact you by Friday 9th April to determine which dates would be suitable to visit week commencing 19th April where all diaries permit.
Yours sincerely
Mitchell Thomas
Assistant Team Manager – Occupational Therapist
Assessment Services Team


email from ME To  Pxxxxx Mxxxxx

Thank you I’m due a second response on Tuesday/Wednesday Currently my position with the LGO will be the lack of any timeline answers in the
complaint response.The last actual visit was December 2020. The last actual email was February These
where for the issue with wetroom floor not the complaints.I my original response the delay was (in
not so many words) blamed on lack of permission from my landlord. No date was given when this
permission was asked for. And no timeline was given for re-submitting the permission request.These
should be a obvious requirement. Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I wanted to update you on the Member Enquiry that I submitted. I said that it would
take a couple of weeks to get a response, but in fact I got a  reply sooner than expected, though it
doesn’t take us forward at all. The reply informed me that you had submitted a formal complaint and
had received an initial response, with information about how to escalate matters.   I have replied
saying that I was aware of that, but the point of my enquiry was to get Social Services to review
how they deal with issues you have raised. I have made the point that when someone feels they have
to resort to formal processes and/or the Ombudsman, it is a clear sign that things are not working
well. It cannot be in anyone’s interests to have to prolong issues in this way. I have urged them to
look again at how we can ensure that concerns raised are addressed in a timely and satisfactory way.
I will keep you posted on developments.   I spoke to Cllr das Neves and she is on the Adults &
Health Scrutiny Panel, although no longer Chair of the parent committee, the Overview and Scrutiny
Committee. She is going to get in touch with you to discuss how the Panel might look into the issues
you are raising.


email from ME To  adam.jogee@haringey.gov.uk

My story is www.mage-net.net/haringey As you can see the complaint response I got on 17th didn’t
address anything.The investigating officer respond 7days later, with can’t help The Scurinty Adult
Social Care meet 5 time a year and don’t appear to actually do much My cllr Peter M. Has been a
great help but his member question has a 14 day wait.My second complaint about the quality of the
response to first complaint again has 10 day waitI have asked the LGO but they will start looking in 4 to 6 weeks and a descession could be 6+
monthsI last had a Visit in December and email in February again both a contradiction Daniel


email from dominic.obrien@haringey.gov.uk To  ME

Hi Daniel,   Thanks for getting in touch. The Scrutiny Panels each have 5 formal meetings per
municipal year as specified in the Councils constitution. These usually take place in June,
September, November, December and February/March. The Panels also conduct various evidence sessions
for Scrutiny Reviews throughout the year.   The Panel has recently been consulting on issues to
include in the Panels Work Plan for 2021/22, which has included conversations with and suggestions
from various service user groups. If there are any issues that you would like to suggest for
consideration for inclusion in the Work Plan then you would be very welcome to do so. Many thanks,
Dominic   Dominic OBrien Principal Scrutiny Officer Haringey Council River Park House, 225 High
Road, London N22 8HQ Tel: 020 8489 5896 Email: Dominic.Obrien@haringey.gov.uk   www.haringey.gov.uk
Twitter: @haringeycouncil facebook.com/haringeycouncil     From:

ME

dmcmorrow@mage- net.net Sent: 31 March 2021 12:23 To: O’Brien Dominic Dominic.OBrien@haringey.gov.uk
Subject: ScCommittee   Good afternoon,    I’m contacting you as Principal Scrutiny Officer. I hope
this is the appropriate method.   With regard Adult & Health scrutiny committee    From the website
I can only see 1 meeting this year. Is this correct? Using the document search function I cannot
find the committee’s input on the use of ‘secure’ emails by Adult Social Care given the impact on
accountability I would have expected this.   I can’t find a recent “adult social care complaints
annual report”   With regard to the committee its self, who provides a view from a service user
perspective?   

ME

  This email and any files transmitted with it are
confidential, may be subject to legal privilege and are intended only for the person(s) or
organisation(s) to whom this email is addressed. Any unauthorised use, retention, distribution,
copying or disclosure is strictly prohibited. If you have received this email in error, please
notify the system administrator at Haringey Council immediately and delete this e-mail from your
system. Although this e-mail and any attachments are believed to be free of any virus or other
defect which might affect any computer or system into which they are received and opened, it is the
responsibility of the recipient to ensure they are virus free and no responsibility is accepted for
any loss or damage from receipt or use thereof. All communications sent to or from external third
party organisations may be subject to recording and/or monitoring in accordance with relevant
legislation.


email from ME To  dominic.obrien@haringey.gov.uk

Good afternoon, I’m contacting you as Principal Scrutiny Officer. I hope this is the appropriate
method.With regard Adult & Health scrutiny committee From the website I can only see 1 meeting this
year. Is this correct?Using the document search function I cannot find the committee’s input on the
use of ‘secure’ emails by Adult Social Care given the impact on accountability I would have expected
this.I can’t find a recent “adult social care complaints annual report”With regard to the committee
its self, who provides a view from a service user perspective? 

ME


email from ME To  #xxxxx Cxxxxx

You understand this is actually outside the complaint process. I made complaint, you responded with
utter rubbish and I approached the LGO. They have a 4 – 6 week wait. It will be months before a
decision.My cllr has raised question but this will be 14 day.While I’m waiting for Haringey to pull
out a finger I’m still left with a uneven wetroom floor and no clue how it’s going to be fixed.Mr
McMorrow


email from #xxxxx Cxxxxx To  ME

Dear Mr McMorrow,   Thank you for your email. We have asked the service to provide a further
response to your complaint within 10 working days from your initial email received on 24th March
2021.     Thank you,   Corporate Feedback Team       From:

ME

dmcmorrow@mage-
net.net Sent: 26 March 2021 12:07 To: Corporate Feedback Corporate.Feedback@haringey.gov.uk Subject:
Re: Complaint response LBH/10838421   Did a complaint get logged?   7 days for a response in
unacceptable


email from ME To  firstresponseteam@haringey.gov.uk #xxxxx Cxxxxx

I will not ask for you to fix my wetroom floor again Mr McMorrow


email from firstresponseteam@haringey.gov.uk To  ME

Thank you for contacting Haringey Adult Social Care. If you are a resident, carer or health/social
care professional your referral has been received and will be processed shortly. In response to the
Covid-19 pandemic, we have changed the way in which we receive and manage referrals from the
hospitals. All referrals and queries from the North Middlesex acute hospital site should now be
directed to the NMH duty desk Via email: Northmiddutydesk@enfield.gov.uk Or via phone: 0203 821 1951
All referrals from the Whittington hospital acute trust should be directed to the Whittington
discharge centre: Email: whh-tr.DCC@nhs.net Phone 0203 074 2472 If you are making a referral from
any other acute NCL hospital, referrals should be directed first to the Discharge team of the acute
hospital, and sent to Haringey Integrated brokerage team from there Brokerage.Team@haringey.gov.uk


email from ME To  Pxxxxx Mxxxxx

Ok. She was a dedicated person


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   Cllr Lucia das Neves is no longer the Chair of the Overview and Scrutiny Committee
which has an Adults & Health Panel, but Ill be speaking with her tomorrow and will ask her advice
about options for raising concerns about how issues are dealt with.


email from ME To  Pxxxxx Mxxxxx

I’m never offended by a genuine question about my disability or circumstances.Thank you for the
member Enquiry. Another process exists for you to bring the issues aka delays, quality of complaint
response etc to the attention of the scurinty committee they have a sub committee for Adult Social
Care.Councillor Lucia das Neves is one that committee. More research is needed before I ask for this
tho.Daniel


email from Pxxxxx Mxxxxx To  ME westc2@parliament.uk

Dear Daniel   I have submitted a Member Enquiry asking for your case to be reviewed this is the
formal process whereby a Councillor can lodge a query which should usually get a response within 14
days.   I read your account of the long delays in addressing the problem with the wet room floor and
it is simply not good enough that something that is a risk to you has not been resolved. It is also
not acceptable that you are told to submit complaints or go to the Ombudsman when you are not
satisfied with their response. These processes take time and are not the solution. What is needed is
some action to ensure that the wet room is safe to use.   Your account of the email exchanges also
refers to the bed causing back problems (February 2020). Is your bed still an issue?   The link you
sent had some personal information and I was shocked to read what you have gone through. I would
never have asked you about your disability and hope you didnt interpret that as a lack of interest.
I have taken up issues that you have raised before and share your frustration at the way they are
dealt with. That is why I have opted for the Member Enquiry as I really think there needs to be
fundamental re-think of how problems are resolved. I cant promise that it will solve anything but
its worth a try and I will let you know what response I get. In the meantime, keep me posted on any
further developments.


email from ME To  #xxxxx Cxxxxx

Did a complaint get logged?7 days for a response in unacceptable


email from ME To  Pxxxxx Mxxxxx westc2@parliament.uk

www.mage-net.net/haringey/


email from ME To  novina.morrison@haringey.gov.uk westc2@parliament.uk Pxxxxx Mxxxxx

The reponse you said “I hope that you are satisfied with my response to your complaint and that I
have resolved your issues of concern to your satisfaction.   If you are unhappy with my response,
please let me know why and I will consider if there is anything else, we can do to make things right
for you” I emailed you on 17th, maybe 18th. You’ve only just acknowledged that email. You’ve stated
you can’t do anything this is different to the response.Your response failed to offer a
resolution.Your response failed to handle all aspects of my case. I’ve asked the LGO but it could be 4 – 6 weeks before they accept the
case. Currently my opinion is looking more legal than the LGO. I really don’t want that its
stressful Mr McMorrow


email from novina.morrison@haringey.gov.uk To  ME

Mr McMorrow Your response was received I am unable to provide you with any further feedback in
relation to your complaint   Many thanks   Novina   From:

ME

dmcmorrow@mage-
net.net Sent: 25 March 2021 16:56 To: Morrison Novina Novina.Morrison@haringey.gov.uk; Corporate
Feedback Corporate.Feedback@haringey.gov.uk;

Cxxxxx Wxxxxx

MP
westc2@parliament.uk; Cllr Mitchell Peter Peter.mitchell@haringey.gov.uk Subject: Re: Complaint
response LBH/10838421   I am about to really lose my mind.    How you ever allow Adult social
services to get to a state where ignoring individuals is acceptable is beyond me.   The management
have created an environment where this is acceptable!    Mr McMorrow


email from ME To  novina.morrison@haringey.gov.uk #xxxxx Cxxxxx westc2@parliament.uk Pxxxxx Mxxxxx

I am about to really lose my mind. How you ever allow Adult social services to get to a state where
ignoring individuals is acceptable is beyond me.The management have created an environment where
this is acceptable! Mr McMorrow


email from ME To  Pxxxxx Mxxxxx

So in addition to my feeling of the LGO. An indication of how helpful they are is the case has been
submitted for approval this could take 4 – 6 weeks.  And then if accepted investigation
starts.Daniel


email from ME To  Pxxxxx Mxxxxx

The reponse I got didn’t answer the complaint. My complaint was made against three people. An excuse
was given for they 3 year delay that doesn’t actually make sense if you look at it. The complaint
department have gone corporate but don’t know. They have a 2 working days response to emails but
can’t say why its 2 days, you can’t have a complaint dialog with one part with a two day response.My
response to the complaint investigation hasn’t had a response. My personal experience of the LGO is they are a waste of time. I’ve spoken with them
many times and have never felt they actually helped the issue. I am left either working with
haringey to highlight issues or legal action. Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I dont follow this latest comment.   You sent me your response to the response you got
on your complaint on 18 March. Did that go to the Ombudsman?   I am sorry that everything seems to
take so long and that you do not get satisfactory answers.


email from ME To  novina.morrison@haringey.gov.uk #xxxxx Cxxxxx Pxxxxx Mxxxxx

Due to comment made by a Haringey councillor advocating higher fines and legal endowment I feel that
Haringey won’t learn from a simple complaint.I’m now seeking legal advice Mr McMorrow


email from novina.morrison@haringey.gov.uk To  ME

ASC Stage 1 response template    

ME

Flat A 110 Sylvan Avenue 110 Sylvan
Avenue Wood Green London N22 5HY dmcmorrow@mage-net.net   Dear Mr McMorrow,   Thank you for giving
us an opportunity to investigate your complaint. our reference: LBH/10838421 For ease of reference,
I have summarised your complaint below: “constant delays in fixing my wet room floor. This issue was
raised in late 2018. Since then, there has been very little action I have asked several times for
formal complaints to be logged and never got a response. I keep getting conflicting answers from
people”. I have spoken to the allocated Occupational Therapist (OT)

Bxxxxx
Mxxxxx

who has provided me with an update as to the delay in the works being progressed. A
provisional agreement on the recommendation for the extension of the bathroom was made.   Both the
surveyor and OT are awaiting permission from your landlord, London and Quadrant in order for the
Surveyor to draw up plans for a schedule of works and costings. On receipt of your landlord’s
permission, the recommendation and schedule of work can be presented to panel for authorisation.
Unfortunately, we are not able to move forward until we receive the permission from London and
Quadrant. I have requested for the OT and Surveyor to write to your landlord in order to receive
their permission.   I hope that you are satisfied with my response to your complaint and that I have
resolved your issues of concern to your satisfaction.   If you are unhappy with my response, please
let me know why and I will consider if there is anything else, we can do to make things right for
you.    Alternatively, you can approach the Local Government and Social Care Ombudsman, who may be
able to help you.   Their contact details are: Web:   www.lgo.org.uk   Tel:      0300 061 0614
Yours sincerely,   Novina Morrison This email and any files transmitted with it are confidential,
may be subject to legal privilege and are intended only for the person(s) or organisation(s) to whom
this email is addressed. Any unauthorised use, retention, distribution, copying or disclosure is
strictly prohibited. If you have received this email in error, please notify the system
administrator at Haringey Council immediately and delete this e-mail from your system. Although this
e-mail and any attachments are believed to be free of any virus or other defect which might affect
any computer or system into which they are received and opened, it is the responsibility of the
recipient to ensure they are virus free and no responsibility is accepted for any loss or damage
from receipt or use thereof. All communications sent to or from external third party organisations
may be subject to recording and/or monitoring in accordance with relevant legislation.


email from pauline.walker-mitchell@haringey.gov.uk To  ME

My working days are Monday, Tuesday, Thursday and Fridays only.


email from pauline.walker-mitchell@haringey.gov.uk To  ME Txxxxx Mxxxxx

Dear Mr McMorrow You have not received a response from Mitchell Thomas as he is currently on leave
and not due back until Monday 15th March. Some of your queries relate to timescales for building an
extension, the surveyor involved with your case is also on leave and will also return on Monday 15th
March. You should be aware that any adaptations required to your home requires approval/consent from
your landlord and as such we could not proceed without their permission.   I understand that any
adaptations to your home is taking longer than we would have expected but I would like to assure you
that it is not our intention to delay this any longer than is necessary resulting in you making
complaints to the Ombudsman as we want to bring this matter to a speedy conclusion.   It is not
unusual for staff to take leave at this time of the year, we would anticipate that the surveyor can
move this forward, subject to both you and your landlords agreement. With that in mind please expect
communication from the surveyor in the very near future.   In response to your last question, yes

Axxxxx Mxxxxx

still works for Haringey


email from Txxxxx Mxxxxx To  ME

I am currently out of office


email from #xxxxx Cxxxxx To  ME

I am currently out of office


email from pauline.walker-mitchell@haringey.gov.uk To  ME

I am currently out of office


email from Txxxxx Mxxxxx To  ME

Dear Mr McMorrow,   Thank you for your email.   I would first like to apologise for the delay in
responding to you with an update. I did indeed arrange a meeting with the relevant professionals to
discuss the Occupational Therapists recommendation however arranging that meeting took slightly
longer than we would have liked due to a clash of diaries.   The Occupational Therapist (OT)
allocated to your case,

Bxxxxx Mxxxxx

, has proposed a revision to your shower
room floor with an extension to the rear of your bathroom to meet your long term needs. I understand
that this option was discussed with you at the last joint visit with the OT and Surveyor.   The OT
has concluded that a revision to the floor and extension to the rear of the bathroom would be in
your best interest to meet your long term needs and assist with any future deterioration by allowing
increased circulation space should a second carer be needed.   The professionals present at the
meeting have provisionally agreed to the recommendation however this is subject to your Housing
Associations agreement and a site visit by our surveyor.   The OT will be making contact with your
housing association to determine whether they are happy to proceed. The Surveyor, from what I
understand, has attempted to make contact with you to complete a site visit to measure up.   I hope
that the above information finds you well and you are happy to proceed also. Where so, we can ensure
that the alterations are pursued as soon as possible.


email from ME To  Axxxxx Mxxxxx

I have now logged a formal complaint.In this complaint I call imto question the management of Adult
Social Care.Since moving to Haringey I’ve experienced major delays with equipment and maintenance of
equipment. I’ve had several DFG Grant’s and later found that the recomdations are at best faultyI
had a tack hoist installed and what was actually installed was not what was requestedAnd the major
red flag An OT case that’s 3 years old.Mr McMorrow


email from noreply@haringey.gov.uk To  ME

Thank you for completing the form – an officer will be in touch with you in the next 2 working days.
A summary of the information you provided is shown below. Web reference number: HC-11390187 About
your complaintAre you contacting the council because you are unhappy with the outcome of a previous
complaint?: NIs this complaint currently being investigated? NDid the event in question occur in the
last 12 months?: YAre you complaining on behalf of someone else?: Y Your details Title: Mr First
name: Daniel Surname: McMorrow Address line 1: Flat 110A Sylvan Avenue Postcode: N22 5HY Home phone
number: 07725586509 Mobile: Email: dmcmorrow@mage-net.net Complaint details Complaint Against McCoy
Brenda , Mitchell.Thomas@haringey.gov.uk and Anita.Marsden@haringey.gov.uk For constant delays in
fixing my wetroom floor.This issue was raised in later 2018. Since their has been very little action
has occurred I have asked several times for formal complaints to be logged and never got a
response.I keep getting conflicting answers from people.Mr McMorrow Action requested Review Adult
social care case a 3 year case should raise major concerns Additonal information Uploaded file: none


email from ME To  Txxxxx Mxxxxx Bxxxxx Mxxxxx Axxxxx Mxxxxx

I’ll not ask for an update again has the formal complaint been logged.Mr McMorrow


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I have emailed Mr Thomas and asked for an update.   I hope we can sort this out soon.
As you say, it is necessary to try all internal avenues before submitting a complaint to the
Ombudsman. Complaints to the Ombudsman take a long time, so Ill keep pressing Haringey to deal with
the issues.


email from ME To  Pxxxxx Mxxxxx

To be completely honest I no longer trust Adult Social Services delays seam to the standard. I’ve
had no response from emails of Monday. Complaint department aren’t really any good. However are a
requirement for The LGO. Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I hadnt seen the email from Mitchell Thomas before but now I can appreciate your
frustration with the failure to respond.   The email I forwarded to you on 27 January apologised for
the delays since a visit at the beginning of December, then Mr Thomas emailed you on 5 February to
say that he would be meeting other colleagues the following week and would then get back to you,
which is almost a month ago.   This isnt good enough and I will try to chase things up.


email from ME To  Pxxxxx Mxxxxx

Yes bu on 8 Feb Mitchell.Thomas@haringey.gov.uk said he was meeting with people to discuss And
suggested the shower chair issues be looked at to see if they could be resolved. Nothing has
happened to move this issue forward. On 3/1/21 4:56 PM, Cllr Mitchell Peter wrote: Dear Daniel I
sent you an email on 27 January with the response I had received.


email from Pxxxxx Mxxxxx To  ME Txxxxx Mxxxxx

Dear Daniel   I sent you an email on 27 January with the response I had received.


email from ME To  Txxxxx Mxxxxx Pxxxxx Mxxxxx

Ok so being nice ends.Please log a formal complaint against adult social services policy. Please add
an explanation of the delays experienced. Mr McMorrow


email from ME To  Txxxxx Mxxxxx Pxxxxx Mxxxxx

At what point is it acceptable for me to completely lose it and demand heads ? No response from you
or action on finding a comfortable commode/shower chair.Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Hi Mr McMorrow,   The letter I was referring to, was in regard to a query that came from a
councillor on your behalf.   I believe a response should have been sent from our director back to
the councillor.   It was in regard to a mailbox being full that you were trying to contact, progress
of the shower etc.


email from ME To  Txxxxx Mxxxxx

The below is fine. Issues with using the shower chair over the toilet can be resolved as they
present.You mentioned a letter I’ve still not received can you send me a digital copy?Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Dear Mr McMorrow   Thank you for taking the time out to speak with me earlier this morning.   It was
beneficial for me to understand some of the difficulties you have been experiencing and
troubleshooting the way forwards.   As advised I have looked at the website you’ve suggested and
will be in consultation with our adaptations team manager to determine whether the flooring and
drainage system on this site is suitable for floors such as your own.     To ensure we are both
referring to the same style of flooring I have copied the link below:
https://www.easydrain.co.uk/linear-shower-
drains/?gclid=EAIaIQobChMI_66g1MzS7gIV84BQBh2kKwJGEAAYASAAEgLxq_D_BwE   In addition to the above,
although it may not be of any immediate remedy to your overall difficulties, I also believe it would
be beneficial to continue to explore more comfortable seating / cushioning for your shower chair. I
understand that there have been attempts to resolve this before however I recommend that Brenda
determines if there are any alternative options on the market that can assist, particularly as
products are continually evolving and changing.   I will endeavour to meet with the above mentioned
professionals next week and get back to you with an update.


email from Cxxxxx Sxxxxx To  holsworth ricky

Dear Ricky  Its happened again. Address: 110A Sylvan Avenue, N22 5HY Ive copied in the resident Mr
McMarrow.  Can he be given your direct mobile number to report any future issues, albeit hopefully
there wont be any? I want to state that I do find this ongoing situation unacceptable. We offer
assisted collections for a reason. Blocking a residents wheelchair access / fire escape route is not
OK. Requiring a resident with disabilities to regularly chase for his adaptation defies our values
on treating disabled people with respect and dignity. We should not keep making him feel there is an
inequality he needs to overcome. We put these things in place to achieve equity.  Daniel, I know
youre bored of my apologies and sick to death of needing to complain every few months. I can only
apologise.  Ricky and Paul are part of the Veolia management team and Stephen is the council
Director. You now have direct access because I believe what youre facing is unacceptable and am
escalating it.  I trust this will be repositioned today and going forward this will not happen
again.  Apologies once again


email from Bxxxxx Mxxxxx To  ME

UNIMPORTANT


email from ME To  Bxxxxx Mxxxxx

My apologies should be from this email.


email from ME To  Pxxxxx Mxxxxx

I’ll respond but will take a few days to gather the evidence to humiliate Adult Social Services Into
the next decade. My initial reaction is to laught my 5 minute Google I found www.easydrain.co.uk The
images their don’t show a lip. https://www.easydrain.co.uk/linear- shower-drains/ the only
difference is in name they call the linear drains I have requested a call. My initial thoughts are
exploring this would if suitable be far far cheaper the extend the current wetroom?Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   Here is the response received about your wet room. I have only just received it, even
though it refers to 21 January as being yesterday. This response does explain why your OT wanted to
assess transfers as it seems she wants to explore different methods. Let me have any comments.
Response   The service have looked in to Mr McMorrow’s concerns with his wet room floor and
recognise that the slope/gradient within the shower area is causing difficulty for Mr McMorrow when
transferring.   It is understood that Mr McMorrow has requested a permeable shower floor via his
Occupational Therapist (OT). A visit was completed with a Surveyor and the OT on December 1st 2020
to determine whether this was possible and to seek further clarity of Mr McMorrow’s understanding of
a permeable floor. Following further investigation it appears that a permeable floor would not meet
Mr McMorrow’s needs as installing this style of flooring will cause a step or lip in to the shower;
therefore wheeled accessibility into the shower area will no longer be possible.   A professionals
meeting was held yesterday () to determine how we may be able to alleviate the difficulties
experienced and whether the size of his bathroom should be increased to alleviate the difficulties.
Unfortunately the outcome of the meeting highlighted that the equipment being used, could in itself
be causing the difficulties Mr McMorrow is experiencing. The service have therefore requested that
the OT works closely with Mr McMorrow to trial different methods of transferring, and report back to
the professionals group.   The service would like to apologise for the delay in arranging the
professionals meeting following the visit on December 1st 2020 as this in itself has caused delays
and inevitably increased Mr McMorrow’s anxieties. The service will look in to the reasons for the
delays internally to determine how we can improve our practices going forwards.   The service have
been informed that the complaints email address that Mr McMorrow had been contacting has been out of
service for over a year and replaced with the following online form:
https://www.haringey.gov.uk/contact/council-feedback/adult-social- care-complaints- procedure There
is a facility within the form to attach a document, of which the maximum size allowed is 5MB. This
may then explain the undeliverable responses and file too large messages Mr McMorrow had been
experiencing with voicing his concerns.


email from ME To  Axxxxx Mxxxxx Cxxxxx Sxxxxx Pxxxxx Mxxxxx

Call me before I completely lose my mind 07725586509Mr. McMorrow


email from ME To  Bxxxxx Mxxxxx Axxxxx Mxxxxx

I’m am now seriously concerned. After the Wetroom rebuild was completed in 2018. I raised the issue
with yourself that resulted in you reccomding the use of the shower chair as a commode over the
toilet. This led to a “plinth” being added as the toilet was to low. You sent spec on 28th Feb 2019I
believe you order me a large hole seat for my shower chair. This however didn’t fix the issue as the
shower chair was extremely painful.  We tried a smaller hole seat,  but this had the same
issue.McMorrow


email from Bxxxxx Mxxxxx To  ME

Hello Daniel,   As per our telephone conversation on 18th November 2020,  You reported that a site
visit was carried out by Michael Holt (surveyor), and discussions were had regarding the possibility
of an alternative shower tray i.e.  permeable.   I advised you,  that there is no recorded evidence
on the system relating to this issue. Michael Holt has left the service., therefore I am unable to
provide you with the exact date that the issue was raised.


email from ME To  Bxxxxx Mxxxxx Axxxxx Mxxxxx

I really am starting to get annoyed.I’ve asked multiple times, when I raised the issue with my
wetroom floor. Mr McMorrow


email from ME To  Bxxxxx Mxxxxx

Thanks When was the issue raised?


email from Bxxxxx Mxxxxx To  ME

Hello Daniel,   The joint visit with the surveyor, Felix Akhalu and myself was carried on the
1/12/2020.


email from ME To  Bxxxxx Mxxxxx

I’m sure you can understand my concern as this matter was raised well before the Covid19 issue.What
date was this issue raised?You attended my flat when? And the surveyor’s name was ? Daniel


email from Bxxxxx Mxxxxx To  ME

Hello Daniel,   Thank you for your email.   We are in the process of exploring the options
available, as you may appreciate with the holidays and covid restrictions we have not been able to
progress as much further forward as we would have liked. However, discussions are due to be had in
due course, between the OT and Surveyor Managers.  I will be sure to update you with any information
as soon as possible.


email from ME To  Cxxxxx Sxxxxx

Haha. I’m sure was my fault I tead to be quite geeky with internet things.Daniel


email from Pxxxxx Mxxxxx To  ME Cxxxxx Sxxxxx fig@haringey.gov.u feedback@haringey.gov.uk

Dear Daniel   It sounds very frustrating and Im sorry you didnt manage to get through to someone. I
will submit a query and will get back to you once I have a response.   I will submit the query now
but wont get a response just yet.


email from ME To  Cxxxxx Sxxxxx Pxxxxx Mxxxxx fig@haringey.gov.u feedback@haringey.gov.uk

Hello The missing k was my fault.The issue is the size of messages we talked about few months agoIf
the address has changed then we have major concerns as I don’t think anyone was informed. And size
restrictions is not the way an email is changed. Daniel


email from ME To  Pxxxxx Mxxxxx Cxxxxx Sxxxxx

The main issue is I’d like at update from my OT on the progress of my wetroom floor.The wetroom
floor issue has been on going for years and nothing seems to have progressed. My calls to IAT aka
adult social care this afternoon was a total shambles. You call get a minute worth of meaning less
walfaul. Then when finally select the option you need told your in queue position 2 with a waiting
time of 3 minutes. The connection dies so you call back only to face the same message you had just
listened to.Daniel


email from Cxxxxx Sxxxxx To  Pxxxxx Mxxxxx ME fig@haringey.gov.u feedback@haringey.gov.uk

Dear Daniel and Pete, There is a ‘k’ missing in the FIG email, which is why it is probably bouncing.
This account is also showing as old on my system, so I have copied in the Feedback team. I hope this
helps? But if you have a specific query/person, can you let Pete or I know ASAP as it’s 4pm and we
would want to get hold of someone soon S Seema Chandwani  Labour Councillor for West Green Ward
Cabinet Member for Transformation and Public Realm Investment Please address me by my first name
Haringey Council 225 High Road, River Park House, N22 8HQ T. 0208 489 5788
seema.chandwani@haringey.gov.uk   www.haringey.gov.uk Twitter: @CllrSeema
facebook.com/haringeycouncil   Please consider the environment before printing this email From: Cllr
Mitchell Peter Peter.mitchell@haringey.gov.uk Sent: 15 January 2021 16:03 To:

ME

dmcmorrow@mage-net.net; Cllr Chandwani Seema Seema.Chandwani@haringey.gov.uk;
FIG fig@haringey.gov.u Subject: RE: Undeliverable: complaint   Dear Daniel   Sorry to hear you have
not been able to resolve the problem.   Who have you been trying to contact someone at Haringey
Council or someone at L&Q?   Can you give me a bit more information about the issue?


email from Pxxxxx Mxxxxx To  ME Cxxxxx Sxxxxx fig@haringey.gov.u

Dear Daniel   Sorry to hear you have not been able to resolve the problem.   Who have you been
trying to contact someone at Haringey Council or someone at L&Q?   Can you give me a bit more
information about the issue?


email from Txxxxx Mxxxxx To  ME

I am currently out of office


email from ME To  Bxxxxx Mxxxxx Axxxxx Mxxxxx Txxxxx Mxxxxx

I’d like an update on the issue with the floor in my wetroom Mr McMorrow


email from ME To  #xxxxx Fxxxxx

Comments?


email from ME To  Cxxxxx Sxxxxx Pxxxxx Mxxxxx fig@haringey.gov.u

Trying again


email from ME To  Txxxxx Mxxxxx

A copy and paste why copies the content it could be argued it’s not what was sent. Several email
headers are generated based on content these verify the content.I suspect the encryption system was
not thought about Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Hi Daniel,   Are you able to view the email? If so, does it allow you to copy and paste the content.


email from ME To  Txxxxx Mxxxxx

As explained on Twitter. My OT sent me encrypted emails. These can’t be printed or forwarded.How
dose encrypted emails fit in with Haringeys regulator the Local Government Ombudsman.Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Good Afternoon Daniel,   Our Contact Haringey Twitter team have let me know that you have a query
that is unresolved.   I know that you have recently been visited by the OT and Surveyor to determine
the best way forwards to your difficulties in the bathroom.   Can you kindly enlighten me as to what
the unresolved tweets pertain to exactly and I will do my best to assist.


email from ME To  Txxxxx Mxxxxx

If more can be done and discussion was on going why was my case closed? When did I originally raise
the issue? Because my wetroom has been completely for 2 years. Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Dear Mr McMorrow   Thank you for your email.   Firstly I would like to apologise that your
difficulties with the shower floor still persist. I will be in discussions with the OT and Surveyor
to understand your difficulties and explore if we can resolve them.   Please bear with me whilst
these discussions are held and I hope to get back to you within a week or so.


email from ME To  Bxxxxx Mxxxxx

That’s even more confusing because you wanted to close my file.


email from Bxxxxx Mxxxxx To  ME

Hello Daniel,   In regards to your complaint, currently technical options are been explored with the
surveying team to have this matter resolved.


email from Cxxxxx Sxxxxx To  ME Pxxxxx Mxxxxx

Ill get this looked at. Seema Chandwani  Labour Councillor for West Green Ward Cabinet Member for
Transformation and Public Realm Investment Please address me by my first name   Haringey Council 225
High Road, River Park House, N22 8HQ T. 0208 489 5788 seema.chandwani@haringey.gov.uk
www.haringey.gov.uk Twitter: @CllrSeema facebook.com/haringeycouncil   Please consider the
environment before printing this email From:

ME

dmcmorrow@mage-net.net Sent:
25 November 2020 16:14 To: Cllr Chandwani Seema Seema.Chandwani@haringey.gov.uk; Cllr Mitchell Peter
Peter.mitchell@haringey.gov.uk Subject: FW: Undeliverable: complaint   Adult social care require
written complaints but. Emails are limited to 1K. That’s an absolutely abused limit. Daniel


email from ME To  Cxxxxx Sxxxxx Pxxxxx Mxxxxx

Adult social care require written complaints but. Emails are limited to 1K.That’s an absolutely
abused limit.Daniel


email from ME To  #xxxxx Fxxxxx

You require written complaints but.Delivery has failed to these recipients or groups:

#xxxxx Fxxxxx

(fig@haringey.gov.uk) Your message is too large to send. To send
it, make the message smaller, for example, by removing attachments. The maximum message size that’s
allowed is 1 KB. This message is 16 KB.Please explain Mr McMorrow


email from ME To  Bxxxxx Mxxxxx #xxxxx Fxxxxx Axxxxx Mxxxxx

I was expecting a response.


email from ME To  Bxxxxx Mxxxxx #xxxxx Fxxxxx Axxxxx Mxxxxx


email from Bxxxxx Mxxxxx To  ME

Encrypted Message Encrypted message FromBrenda.Mccoy@haringey.gov.uk Todmcmorrow@mage-net.net To
view the message on your computer… Save and open the attachment (message.html), and then follow
the instructions from there. To view the message, sign in with a Microsoft account, your work or
school account, or use a one-time passcode. To view the message, sign in using a one-time passcode.
Message encryption by Microsoft Office 365


email from ME To  Bxxxxx Mxxxxx

Did you get this ?


email from Bxxxxx Mxxxxx To  ME

Encrypted Message Encrypted message FromBrenda.Mccoy@haringey.gov.uk Todmcmorrow@mage-net.net To
view the message on your computer… Save and open the attachment (message.html), and then follow
the instructions from there. To view the message, sign in with a Microsoft account, your work or
school account, or use a one-time passcode. To view the message, sign in using a one-time passcode.
Message encryption by Microsoft Office 365


email from ME To  Bxxxxx Mxxxxx

Please don’t send me secure messages the simplicity of emails are lost. I can’t export or print
emails either.If you continue with saying I agreed I’m going to explode. My agreement wasn’t 100%
like with the track hoist I agreed as you advised it would future proof but I’ve never ever used it.
The sling was opened by mediquip last week for the annual check.In reference to the email I asked
for you to simply state your never signed off on the plans. I can the raise the point with my
landlord.Mr McMorrow


email from ME To  karen.white@haringey.gov.uk

No I always been unsure about it. My fix seems to have been dismissed without discussion.As me
signing DFG is a binding agreement I’ll sign when happy with the planThe Recent DFG mantaince issue
was raised few months ago.Daniel


email from karen.white@haringey.gov.uk To  ME

Hi Daniel,   According to the case notes made you was satisfied with the recommendation suggested by
your OT

Bxxxxx Mxxxxx

. Once your DFG application is returned it will be
allocated to a surveyor, then you can raise any issues with him.


email from ME To  karen.white@haringey.gov.uk

Well yes.  Firstly I’m not convinced moving the toilet will fix the issue. I was expecting a
surveyor’s input.Secondly DFG was used for my back door In 2017 when i broke in 2019. I had a
nightmare getting my landlord to fix it. I need to be sure if the toilet is moved it will still be
maintained if it breaks.Daniel


email from ME To  karen.white@haringey.gov.uk

Hello It’s probably best to call me so we can discuss thisFree all day 07725586509Daniel


email from karen.white@haringey.gov.uk To  ME

Dear Mr McMorrow,   Please see your DFG application form attached and covering letter. If possible
could you please sign and return by email all the forms attached so that your adaptation can be
processed.


email from Bxxxxx Mxxxxx To  ME

Hi Daniel   The current shower chair has a clearance of 500mm, in order for the shower chair to fit
over the closomat, the Closomat needs to be sited on a 75mm plinth which will give a rim height of
485mm. This would enable the shower chair to be used safely.  As I did not have an opportunity to
view the specification of the to the bathroom adaptations, I was not able to convey any
recommendations.

email from Axxxxx Mxxxxx To  ME

Dear Mr McMorrow,
Thank you for your response. I just want to confirm the progress and actions agreed and a few that are
outstanding:   Confirmation: A new surveyor has been allocated named
Marlon Clarke   Confirmation: An Independent OT has been allocated to review the proposed
recommendations named Walter Brazil   An offer for the OT and surveyor to visit with myself was
made. You have agreed to the date and time: Monday 26th April 2021 at 1130am, but have  requested
that I do not attend. Therefore only the surveyor and OT will attend.   Allocation of an independent
advocate or someone you trust to support you through the adaptation process. You have not indicated
if this would be something you would like to progress. Please let me know if you would like me to
arrange this going forward as I will need to make a referral to Advocacy Support Service. Is this
acceptable?   A single point of contact within the service to discuss your concerns and any issues.
 Following the meeting between yourself and the OT and surveyor, you may want to indicate if you
have a preference for one of these people to become your single point of contact. Please advise
following the meeting.   You have raised a safeguarding concern about the uneven floor in your
bathroom. The advice provided to you from the Service previously has been, that until the
adaptations are resolved, you are transferred onto your shower commode and wheeled over the toilet.
This will eliminate any risk of the hoist being used in the graded wet floor showering area.
However, I will ask the OT when they visit to review the situation and provide any further
recommendations, other than that already advised. Is this acceptable?


email from ME To  Axxxxx Mxxxxx joseph.ejiofor@haringey.gov.uk Pxxxxx Mxxxxx Cxxxxx Lxxxxx

Yes.


email from ME To  Axxxxx Mxxxxx joseph.ejiofor@haringey.gov.uk Pxxxxx Mxxxxx Cxxxxx Lxxxxx

I made it quite clear your involvement in this process is completely inappropriate. The 26th is next
week! You cannot expect me to believe you are taking this seriously. Your respons is to a two day
old email.  Hardly an urgent issue I’m expecting a phone call from the LGO. Mr McMorrow


email from Axxxxx Mxxxxx To  ME

Dear Mr McMorrow   Would you like to proceed with the visit from the surveyor and OT without my
attendance?


email from Axxxxx Mxxxxx To  ME

Dear Mr McMorrow   Thank you for your email.   To move forward I would like to offer a visit with a
new surveyor,  an independent OT and myself for Monday 26th April 2021 at 1130am.   Would you like
me to arrange an independent advocate for this visit? Please feel free to invite a trusted person to
support you on this visit if you wish.   Please confirm via email this date and time is convenient.


email from ME To  leaders.casework@haringey.gov.uk

My concern is very fast becoming rage.


email from ME To  leaders.casework@haringey.gov.uk

Axxxxx Mxxxxx

emailed yesterday. I’m concerned that as yet I’ve haven’t had a
response. In the second complaint response you apologise for delays of your making.Yet since my
original complaint 4th March absolutely nothing has changed or been agreed. A safeguarding issue has
been raised several times yet no intervention from the safeguardingteam. I can’t actually find the
complaint policy for Adult Social Care. Mr McMorrow


email from ME To  Axxxxx Mxxxxx leaders.casework@haringey.gov.uk Pxxxxx Mxxxxx

Firstly you involvement is an embasment of Haringey. I made a formal complaint against you for the
lack of response to my numerous emails.Secondly the wetroom floor has never actually been inspected
to make sure the gradient is correct.Interestingly is the gradient was found to be wrong it could be
argued this is due to my landlord who rebuild the wetroom. Ofcourse this is now 3 years after the
rebuild.With regard to what has been attempted to resolve the issue.The shower chair was indeed
tried as a commode over the toilet but was never really explored despite what was agreed.The track
hoist was never discussed but that’s probably down to me hating them. I can explain but its not
important for this purpose Once an solution is fixed my landlord will be asked to provide
permission.I’m free from 10AM every day.I have no Covid19 symptoms and my two carers have both had
their jabs. Mr McMorrow


email from Axxxxx Mxxxxx To  ME

Dear Mr McMorrow,  Thank you for speaking with me on Tuesday. Unfortunately, we were not able to
finish the call and agree a way forward however you did request that all further communication is in
writing. I thought it would useful to summarise the issue we are trying to resolve: Using the Arjo
hoist when transferring on and off the toilet as the hoist has to travel across the existing
showering area. All wet floor showers have a graded area of 1:40 to allow the water to drain and due
to limited space within your existing bathroom, the hoist legs extend into the showering area when
accessing the toilet. As the floor is not level this creates an imbalance in the hoist and feels
unsafe when you use the standing hoist with your carer. Actions considered: The service has
previously explored using your wheeled toilet/ shower chair to access the toilet however your
preference is to be transferred directly onto the toilet for comfort when using the toilet. It has
also previously been discussed using a ceiling track hoist that will enable you to be transferred
from your shower chair onto the toilet however it again it remains your preference to use the
standing hoist. Following recent visits by the OT and surveyor and your own research you identified
a style of drain that you believe would enable the showering floor area to be made level and the
water drain away. Initially the request was for a permeable shower tray however the surveyor
identified this would create a lip and not resolve the concern. Following a conversation between you
and Mr Thomas is was identified the drain you were referring to is an ACO style however the space
within your bathroom continues to remain an issue, therefore whilst making amendments to the floor,
extending the bathroom would be best suited to your long-term needs. This proposal would be subject
to your landlord’s approval.  Next steps: I would like to propose the following actions that will
enable us to move forward and complete the adaptations required to meet your long-term needs. A new
surveyor has been allocated – Marlon Clarke Allocation of an Independent OT to review proposed
recommendations The OT and surveyor to visit with myself at a time convenient for all Agreement from
yourself to approach your landlord and seek approval for any proposed adaptations Allocation of an
independent advocate or someone you trust to support you through the adaptation process A single
point of contact within the service to discuss your concerns and any issues Please contact me via
email or on my mobile number listed below.


email from ME To  leaders.casework@haringey.gov.uk

“To try and make some progress the Head of Service will emailing Mr McMorrow (as he has requested)
with the following proposed actions with the aim of supporting a resolution to the issues:” Yet no
email. How do you think the LGO will see this?


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   Thanks for the link. I will follow this up with the Council.   The  Councils website
says there is a separate complaints procedure for Adult Social Care but doesnt say what it is. The
response to my query was a link to the statutory provisions but, as you have pointed out, the
Council needs to set out its complaints procedure which must comply with those legal requirements.


email from ME To  Pxxxxx Mxxxxx

that link is the legislation aka the law enacted by parliament. Haringey’s policy should set out how
a complaint should be made, who a complaint can be made to, the process use to resolve the
complaint. time limits (the legislation sets these) the legislation states this requirement
https://www.legislation.gov.uk/uksi/2009/309/regulation/16/made Daniel on 4/16/21 5:05 PM, Cllr
Mitchell Peter wrote: Dear Daniel On the complaints policy, I was sent this today: The Statutory
Adult Social Care complaint procedure is set out in legislation, and can be found here. I did follow
the link but there is a lot to read and I will need to study it. Im sorry that weve got to Friday
afternoon without a clear understanding of what happens next. Ive asked for some clarity about what
has been proposed. Is Felix the surveyor coming to view your wet room?


email from ME To  Pxxxxx Mxxxxx

He’s the surveyor that’s always been attached to my case. In the response to my second complaint I was promised a call Friday 9th with aim of home visit week commencing 12th.The actual call was 13th with home visit expected week commencing 19th.Daniel


email from ME To  leaders.casework@haringey.gov.uk

I am concerned at the lack of response


email from ME To  Pxxxxx Mxxxxx

A lot has been said that sounds positive but very little has been followed up.Have you seen the
complaints policy?I’ve had contact from two people. That sounds good until you realise these two
where two of my three person complaint back in March.I can’t understand why my email this morning
hasn’t had a response. I now fret about it for the weekend.Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   On the complaints policy, I was sent this today:   The Statutory Adult Social Care
complaint procedure is set out in legislation, and can be found here.   I did follow the link but
there is a lot to read and I will need to study it.   Im sorry that weve got to Friday afternoon
without a clear understanding of what happens next. Ive asked for some clarity about what has been
proposed.   Is Felix the surveyor coming to view your wet room?


email from ME To  Pxxxxx Mxxxxx

I’m lost with who has said they contacted me and haven’t My request for emails is so when you
attempt to blame Covid19 I can show the LGO.Anita.Marsden, and felix the surveyor called me this
week.No one else. My MP is chasing the LGO My response from this mornings email hasn’t yet been
replied to.I’m unconvinced Adult Social Care actually care. Cllr das Neves Luci raised the
safeguarding issue and that has never been followed up. Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   Im getting lost too! Let me try to clarify what has been sent.   I appreciate why you
want emails, both for evidence for the LGO but
also so that there can be no dispute about what was said.


email from Pxxxxx Mxxxxx To  ME

Dear Daniel
I was informed on that the Head of Service had phoned you that day but you had asked for everything to be in writing. I am not sure who is meant by Head of Service if it means the Director, then that is

Beverley Tarka

I was told that, in line with your request, you would be sent an email on Wednesday, 14th. Were you emailed that day? I didnt get copied into

Was actually by

Axxxxx Mxxxxx

anything that day. I was copied into the email from the Council Leader sent this morning at 10.20
which refers to contacts made on Monday 12th. This also states that you didnt want to engage further
until the LGO process had concluded. I can
understand that you are exasperated with everything, but I wanted to be clear whether you do want to
wait until the LGO process has concluded as we
know that this can take a very long time. You mention below that you have been searching for an
independent OT, but this is one of the proposals on offer from

Jxxxxx Exxxxx

.
I would like to think that this might help resolve the situation. On the issue of getting a Covid
vaccination, I am surprised that you have to wait until your age group is being invited. Have you
had any discussions with your GP on this?


email from ME To  leaders.casework@haringey.gov.uk

I’m about to start demanding resignations.

Axxxxx Mxxxxx

called me at 8:22 she apparently was busy with meetings all day and
apologies style=”font-weight:bold;;color:chocolate;”for early call… This was taken as

we don’t really see your issue as important
so I going to tackle it will doing 50 other things.

She also tried to reduce burden on Adult Social Care with the Covid19 Safety line. Adult Social Care shouldn’t be
impacted. While Covid19 was unpresendented Adult Social Care still have a job, at no point was a
risk assessment done for signs of Covid19 it was just decided I’m a risk for Covid19 but
have to wait for my age group for the jab And the biggest issues

Axxxxx Mxxxxx

has been copied
into several emails between me and the OT people
She was also the subject of my complaint on

With regard to the email I was apparently getting

no such email has been received I’ve been

searching for independent OT to offer an overview of decision.

QUESTION

I can’t find my DFG forms for the track hoist
in my bedroom who would have these?

Never been anwered


email from leaders.casework@haringey.gov.uk To  ME

Dear Mr McMorrow,
Subsequent to intervention from my office, I understand from the email from the
Assistant Director of Adult Social Services (pasted below for your information) that the Head of
Service in Adult Social Care contacted you on Monday 12 April,

Was

and you advised them that you are not
prepared to engage with the Council any further until the LGO concludes their investigation.

Did the Head of Service explain why I might have said this?

If this is a misunderstanding I would urge you to make contact with the ASC team as soon as possible. However, in light of the information provided to me below, I’m afraid there is little more the Council can do without your agreement.

What exactly have the ouncil Done?

“Thhank you for your email.
I can confirm that the Head of Service made contact with Mr McMorrow via telephone to discuss all of
the concerns and issues, to provide some dispute resolution, offer independent mediation and agree
next steps and timeframes for the adaptations. Unfortunately the phone call was very short and resulted
in Mr McMorrow stating he wanted any further communications to be via email, that he also wanted to leave
any decisions until the outcome of an LGO investigation and him terminating the call.
To try and make some progress the Head of Service will emailing Mr McMorrow (as he has requested) with
the following proposed actions with the aim of supporting a resolution to the issues:

  • Offer support from an independent advocate to enable discussions and
    decisions to be made
  • Identifying an agreeable single point of contact within the service
  • Highlighting that a new surveyor has been allocated as requested
  • Highlighting a new Independent OT, to review the proposed recommendations, has been allocated as requested
  • Arrange for the OT and surveyor to visit Mr McMorrow with the HOS (if that is agreeable) the week commencing the 19th April.
  • Ascertain if it is possible for Mr McMorrow to agree for the service to approach his landlord and seek
    approval for any proposed adaptations. This is a requirement of any adaptations to a property.

In regards to your second question, the service received an email from Mr McMorrow after 1700 on Friday 9th April
in response to the complaint response from the service, outlining the option to visit on Tuesday 13th April.
Given the timing the service did not pick up the email until the morning of Monday 12th April. This did not
provide the service adequate time to re-allocate the case to an alternate independent OT and surveyor (as requested
by Mr McMorrow) and attend the property on the Tuesday 13th April as requested.

Was any attempt made to negotiate the date with Mr McMorrow

I will keep you updated following the email correspondence outlined above.
Kind regards
John


email from Axxxxx Mxxxxx To  ME

Good morning No, not long term. Would 0830 suit you? Please email me your contact number or call me
on 07974 265 958 as my laptop is currently not working and I do not have access to the systems,
just email until later today.


email from ME To  Axxxxx Mxxxxx

Have you been on long term leave? Like for 3 odd years?Daniel


email from Axxxxx Mxxxxx To  ME

Dear Mr Mc Morrow Apologies for the late email however I am just back from leave. I would like to
call you tomorrow to discuss the bathroom adaptations.  Please let me know a suitable time and best
number to contact you on.


email from ME To  Pxxxxx Mxxxxx Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Have you got an appropriate response to your member Enquiry? I suspect you’ve not yet got a
response. I unfortunately have to rely on Social Care for a large percentage of my daily life.
Complaint policy should really be set in stone.Urgent requests are subject to a 2 day wait time. The
LGO are overwhelmingly busy so Haringeys passing
the baton is an insult.Mr McMorrow


email from ME To  Pxxxxx Mxxxxx Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Unfortunately I’ve simply given up.No one at haringey has really accepted responsibility, my
complaint was very badly side stepped.A letter holds as much wait as the email where promised action
wasn’t forthcoming I’ve emailed my MP and hopefully can get the LGO to behave.Mr McMorrow


email from ME To  Bxxxxx Mxxxxx Txxxxx Mxxxxx joseph.ejiofor@haringey.gov.uk Pxxxxx Mxxxxx

I will ask once for HCPC ID or confirmation your not a member Mr McMorrow


email from Pxxxxx Mxxxxx To  ME

I had a brief reply on 8 April to say that it was being discussed with a more senior member of staff
and that someone would get back to me within a few days.   The Leaders Casework person is also
dealing with the case and thats what Im hoping will produce a result.


email from Pxxxxx Mxxxxx To  ME Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Dear Daniel   I can understand why you might have given up but your case is being reviewed and I
hope the outcome will be an agreement with you on what should be done and when.   I agree with you
that the complaints process was not acceptable. Someone not previously involved in the case should
have reviewed the evidence and responded.


email from Pxxxxx Mxxxxx To  ME Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Dear Daniel   My understanding is that a full reply is being drawn up and I hope we can get a
solution much quicker than any LGO process. The
message has got through that the wet room floor must be addressed as a matter of urgency.


email from Txxxxx Mxxxxx To  ME

I am currently out of office


email from ME To  Cxxxxx Lxxxxx leaders.casework@haringey.gov.uk

Ok.There has been no comment on my email of Friday.No contact from Adult Social Care DirectorNo
contact from Adult Safeguarding.I’m now uninterested in anything haringey have to say.I’m now
pushing the LGO for a response. Should I get
hurt in the wetroom your going to be held responsible.Mr McMorrow


email from ME To  Pxxxxx Mxxxxx #xxxxx Cxxxxx Txxxxx Mxxxxx

So the last sentence in this response is another delay in an extremely long list.At this point I
want a new OT and surveyor  I think as Haringey Council have failed to provide adequate Response to
my complaints we shall let the LGO Deal with the
delays. The new OT/Surveyor will inspect my wetroom on Tuesday 13th I am home all day.I’m not
debating the date, it’s clear Adult Social Care need to be handled with kid gloves At the site visit
a date shall be confirmed for plans to be submitted


email from Pxxxxx Mxxxxx To  ME #xxxxx Cxxxxx leaders.casework@haringey.gov.uk

Dear Daniel   When she refers to Mr Mitchell she means Mitchell Thomas, not me.   I agree with you
that the LGO process takes a long time and I
hope that can be avoided. Your case has been escalated within the Council and I would like to think
that a resolution can be found soon.


email from ME To  #xxxxx Cxxxxx Pxxxxx Mxxxxx leaders.casework@haringey.gov.uk

If you cannot work out based on my complaint and this response why this response was completely
inappropriate I’m not sure I can really help.The constant LGO line feels like a brush off, you must be aware of how busy the LGO are, and a descession on this case could take
months. Mr McMorrow


email from #xxxxx Cxxxxx To  ME

Dear Mr McMorrow,   We are sorry that you are not satisfied with this response.  As advised in Mr
Mitchells response to you, if you are dissatisfied you can approach the Ombudsman.  Alternatively if
you can tell us why you are unhappy, and what you want us to do to put things right for you then we
may be able to help you further with this complaint.


email from ME To  leaders.casework@haringey.gov.uk

I asked my OT for a fix in 2018/19 since then several non fixes have been presented but never
followed up.Despite what been said by Adult Social Care my ot was aware Before we ask my Landlord I
believe it would be best to have an agreement on possible solutions My idea of a drain was dismissed
but now seam to have been accepted. Pulling apart the response this week is unfortunately taking
longer than I’d have liked.Daniel


email from leaders.casework@haringey.gov.uk To  ME

Thanks for your response. So, as you told me that latest letter is correct; that you have spoken to
your landlord and you are happy to wait, I will not escalate the matter of your housing benefit
unless you expressly ask me to.   However, on the matter of reconfiguration of the wet room or re-
siting of the drain, this is something which it is very likely the Occupational Therapy service /
Adult Social Care team will need to discuss with the landlord as it may potentially require a
significant change to the property. Is this a private individual, company, or a housing association?
I would ask that you give your permission for the team dealing with this matter to liaise with your
landlord. If you are agreeable, please be kind enough to provide their contact details.


email from ME To  leaders.casework@haringey.gov.uk

110A Sylvan Avenue Wood GreenN22 5HY The HB issue was I request a rent increases submitted the form
and evidence My landlord then had a SNAFU and reissued last year’s increase letter.Base on the two
HB notices I got the latest date is correct of 100.28 rent I’ve spoken with my Landlord and I’m
happy to wait. These SNAFUs are why I’m insisting you don’t talk with my landlord. During the court
case they attempted to blame Haringey for their mistakes. I’m not being difficult I just don’t trust
them.Daniel


email from Cxxxxx Lxxxxx To  leaders.casework@haringey.gov.uk ME

All I know Daniel has responded separately to the Qs below, but can I emphasise that this is a
safeguarding issue. Daniel has asked for it to be referred to safeguarding, but this was denied him.
The situation in his wet room is such that he could have a fall. Cllr Mitchell has been supporting
Daniel but answers are scant and incomplete. This matter needs to be addressed so Daniel is not at
risk.


email from leaders.casework@haringey.gov.uk To  ME

Dear

ME

,   Thank you for your response.   First of all please allow me to
apologies for my use of the acronym ASC, which stands for Adult Social Care.   Secondly, I am going
to escalate your case to the Director of Adults and Health. In order for me to do so I will need
your home address and telephone number please. Please can I check my understanding that what you are
trying to achieve is for your wet room to be reconfigured or the drain to be re-sited, so that the
back wheel of your hoist does not hit the drain, as is currently the case making your hoist very
unstable whilst you are trying to use the toilet?   Also, you mentioned in a previous email, there
seems to have been an issue with your housing benefit, and that youd not been able to get through on
the telephone discuss it. Has that now been resolved or would you like me to escalate the matter to
a member of the team and ask them to contact you on the telephone?   Thank you in advance.
Georgina Landers Executive Assistant and Caseworker to the Leader Haringey Council George Meehan
House London N22 8JZ 020 8489 1625 georgina1.landers@haringey.gov.uk Pronouns: she / her
www.haringey.gov.uk twitter @haringeycouncil Please consider the environment before printing this
email     From:

ME

dmcmorrow@mage-net.net Sent: 07 April 2021 19:10 To:
Leaders Casework Leaders.Casework@haringey.gov.uk Cc: Cllr Jogee Adam Adam.Jogee@haringey.gov.uk;
Cllr Mitchell Peter Peter.mitchell@haringey.gov.uk; Cllr Ejiofor Joseph
Joseph.Ejiofor@haringey.gov.uk; Cllr James Sarah Sarah.James@haringey.gov.uk; Cllr das Neves Lucia
Lucia.Dasneves@haringey.gov.uk Subject: RE: FW: Adult Social Care   I appreciate the response let me
be as clear as possible  I sent the day compiling evidence to contradict the response I got on
Tuesday. I’m halfway through the response and already have found some major discrepancies in the
response.   The Original complaint was 10 days and the response was embarrassing. It seemed like no
one cared, and I was being fobbed off to the LGO
The second (that I didn’t really need to make) also Took 10 days, was factual incorrect and
responded to by someone I was complaining about!    I have not a clue who ACS are. Have you ever
called First Response not as a Haringey employee but like a secret shopper ?   Because getting blood
from a stone would be simple compared to getting help from first response I’ve lived in Haringey
since 2016 and don’t think I’ve ever had a positive exchange with them.   With regard to the issue.
My wetroom floor is sloping towards the drain. The position of the drain is exactly where the back
wheel of my hoist is when I’m on the toilet. This means that the hoist is unsteady and for several
reasons that are hard to explain without seeing the issue I can/have been pulled off the toilet.
Daniel


email from ME To  leaders.casework@haringey.gov.uk

I appreciate the response let me be as clear as possible I sent the day compiling evidence to
contradict the response I got on Tuesday. I’m halfway through the response and already have found
some major discrepancies in the response.The Original complaint was 10 days and the response was
embarrassing. It seemed like no one cared, and I was being fobbed off to the LGOThe second (that I
didn’t really need to make) also Took 10 days, was factual incorrect and responded to by someone I
was complaining about! I have not a clue who ACS are.Have you ever called First Response not as a
Haringey employee but like a secret shopper ?Because getting blood from a stone would be simple
compared to getting help from first response I’ve lived in Haringey since 2016 and don’t think I’ve
ever had a positive exchange with them.With regard to the issue. My wetroom floor is sloping towards
the drain. The position of the drain is exactly where the back wheel of my hoist is when I’m on the
toilet. This means that the hoist is unsteady and for several reasons that are hard to explain
without seeing the issue I can/have been pulled off the toilet.Daniel


email from adam.jogee@haringey.gov.uk To  ME

Thank you for your email. I am out of the office today as it is my birthday.  If you are getting in
touch regarding the impact of the Coronavirus crisis and require assistance with food or any other
emergency need, please call the Haringey Council Connected Communities helpline on 020 8489
4431. This line is open Monday to Friday 08:30 to 17:00.  I do have access to my emails and so will
do my best to respond to you as soon as I can but it may take a couple of days for me to do so.
Best wishes, Councillor Adam Jogee  Mayor of Haringey Labour Member for Hornsey  This email and any
files transmitted with it are confidential, may be subject to legal privilege and are intended only
for the person(s) or organisation(s) to whom this email is addressed. Any unauthorised use,
retention, distribution, copying or disclosure is strictly prohibited. If you have received this
email in error, please notify the system administrator at Haringey Council immediately and delete
this e-mail from your system. Although this e-mail and any attachments are believed to be free of
any virus or other defect which might affect any computer or system into which they are received and
opened, it is the responsibility of the recipient to ensure they are virus free and no
responsibility is accepted for any loss or damage from receipt or use thereof. All communications
sent to or from external third party organisations may be subject to recording and/or monitoring in
accordance with relevant legislation.


email from leaders.casework@haringey.gov.uk To  ME

Dear

ME

,   I just wanted to make contact, as I would really like to see if we
can find a resolution to the problems youre experiencing. Im Georgina and I handle all casework that
comes into the Leaders office.   I appreciate that you may be feeling frustrated, having not
achieved a resolution to the problems which youve contacted the Council about. So that we can deal
with this pragmatically, Id be grateful if you could please give me a brief synopsis of what your
current specific problems are, and what outcomes you are hoping to achieve for each. For example:
Do you require urgent assistance from the ASC team?Is your hoist still broken?Do you still need to
speak to someone in the Housing Benefits team?   I will escalate to the appropriate teams and ask
that they make contact with you.  I would therefore ask that you provide your home address and a
phone number on which the relevant services can contact you.   I do appreciate that it can be
frustrating to have to wait 14 days for a response to an enquiry raised by Ward Councillors or
Cabinet Members. However, these timeframes have been established to enable the enquiry to be
processed: delegated to the appropriate teams, investigated and responded to. All this takes time,
hence the 14 day turnaround. However, if you should ever require urgent assistance from the ASC team
you can contact the first response team via mail firstresponseteam@haringey.gov.uk or on 020 8489
1400. If you have a medical emergency you should call 999. For less urgent medical concerns or if
youre not sure its an emergency you should contact your GP or the NHS 111 service by dialling 111
from a phone or online at NHS 111 online – Is it an emergency?   I hope that is of some help.   I
look forward to hearing from you.


email from ME To  Pxxxxx Mxxxxx

I think at this point several complex comments have been made. The response yesterday was a huge
disappointment and factual wrong I’m spending the day providing evidence that shows its wrong I’d
like to think the LGO would be unimpressed but
we shall see If you wait for complaints policy it might explain stuff Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I have asked for a copy of the Adult Social Care complaints procedure. The website
sets out what is called the corporate complaints procedure but says see also the separate complaint
procedure for Adult Social Care. The link provided doesnt give any details.   The extension would
clearly be expensive, as well as disruptive for you. Presumably it would also be some time before
the work could start as plans would need to be drawn up and then a contractor engaged to do the
work.   The current position is that I am waiting for a further response to my Member Enquiry and I
will take up the issue of the complaints procedure once I receive the details.   If you wish, I will
pursue the admission by Mitchell Thomas that your preferred style of drain could be achievable, but
I thought I should wait until I see the complaints procedure. I dont want to engage with him if that
would be seen as giving legitimacy to a procedure whereby someone complained about responds to the
complaint. Let me know if you would like me to take up the point about the drain option now or
later.


email from ME To  adam.jogee@haringey.gov.uk

And I’m very grateful for the hard work being done to assist.  However my hoist took weeks to fix
when it broke. The back door (while ultimately not haringey council issue) took days to fix. When I
wait 10 days for a response like I got today I really don’t know what to think.I took my landlord to
court over the original wetroom.Ever person/department has a response time of two days. Urgent
requests are impossible.Due to a mistake at my Landlord Housing Benefit might have been screwed up.
Today I tried all day to get benefits on the phone but you get 5 minutes of notices and then hung up
on as no one can take the call. So it becomes a choice to wait the 2 week for back dated Benefit and
see what happens with my bank. Today’s response apart from being hugely misleading Indicated a
possible “site visit” week of 19th so two weeks away Daniel


email from ME To  adam.jogee@haringey.gov.uk

I mean but not liking me. I note a lack of Accountability and management at haringey council My
original complaint response was a complete  failure the response seemed to direct me to the LGO who will take months.The second complaint was
answered by someone I was complaining about.I looked at Adult Social Care Scrunity Committee but
they meet 5 times a year so questions of effectiveness become appropriate Peter’s member Enquiry was
answered but not with any actual information.On topic of support there is nothing available.Several
charities direct me to Cqc however CQC don’t regulate
councils or council departments On a more personal note Your private life is not really relevant
however it must be nice to be independent I have to have help from Someone like Adult Social Care
but when it takes weeks for simple things to get done it becomes difficult.Daniel


email from adam.jogee@haringey.gov.uk To  ME

Thanks Daniel, we are here to help.  I do want to be clear though, I explained simply why it had
taken a couple of days to respond. It felt necessary after your follow up email. And frankly, I
would rather explain than people think I was ignoring or failing to respond.  I am genuinely sorry
to hear of your experiences and the first I heard about it was when you tweeted at a personal tweet
and then subsequently emailed me.  I know that my colleagues are looking into your situation and
your case is being taken very seriously indeed. I know Cllr Mitchell and Cllr das Neves are nothing
but committed and hardworking.  It may be annoying but bear with your ward councillors who I know
are working to help you as best they can. Best wishes Adam  Councillor Adam Jogee Mayor of Haringey
Labour Member for Hornsey     E: Adam.Jogee@haringey.gov.uk M: 07812 XXXXXXX Please note that this
email is confidential. All personal information held by me in my role as a member of Haringey
Council will be processed in line with GDPR. I update residents on local issues from time to time,
please let me know if you wish to be removed from any distribution list. From:

ME

dmcmorrow@mage-net.net Sent: Tuesday, April 6, 2021 7:49 pm To: Cllr Jogee
Adam Cc: Cllr Mitchell Peter; Cllr Ejiofor Joseph; Cllr James Sarah; Cllr das Neves Lucia Subject:
Re: Adult Social Care I mean but not liking me.  I note a lack of Accountability and management at
haringey council  My original complaint response was a complete  failure the response seemed to
direct me to the LGO who will take months. The
second complaint was answered by someone I was complaining about. I looked at Adult Social Care
Scrunity Committee but they meet 5 times a year so questions of effectiveness become appropriate
Peter’s member Enquiry was answered but not with any actual information. On topic of support there
is nothing available. Several charities direct me to Cqc however CQC don’t regulate councils or council departments  On a more personal note  Your
private life is not really relevant however it must be nice to be independent I have to have help
from Someone like Adult Social Care but when it takes weeks for simple things to get done it becomes
difficult. Daniel


email from sarah.james@haringey.gov.uk To  ME

I am currently out of office


email from ME To  Pxxxxx Mxxxxx

The extension has never really been discussed with me. Before I can be agreed several points
including my accommodation would need to be sorted. The DFG I believe has a 35k limit. My last 3
week away from home cost 3.5k https://www.dropbox.com/s/f6qanpn6jmtyjvf/Fernbank%20-%20Invoice%20McM
orrow%20CORRECT.pdf?dl=0The toilet is 4.5kSo the DFG Funds disappear quite quickly The drain style I
proposed was dismissed by my OT with the ‘lip’ excuse however that confirmed that they had miss
understood my idea, at that point I showed easydrains.co.uk from their website you can see no lip
and nothing that should make an OT say no I don’t know Novina MorrisonAnd I’ve not been given the
complaints policy Daniel


email from adam.jogee@haringey.gov.uk To  ME

Dear Daniel Thank you for your email and your tweets. Firstly, I have been moving house today and so
Im sorry I havent replied sooner. This things happen at even politicians need time to focus on
family.  I know youre in touch with Cllr Mitchell and with Cllr das Neves. To be clear, the Mayor
has no executive function here in Haringey and so the best people to ensure your particular needs
are met are your ward councillors and the relevant Cabinet Member, Sarah James and the Council
Leader, Joe Ejiofor.  I know the Leaders office will very much want to ensure you get the support
you need and that your councillors are given the support necessary to get you the results you are
looking for.  I dont know what you mean by wont like you, I have lived in Haringey my whole life and
only ran for the council at 22 years of age to help the people I lived amongst and to get things
done.  Can I suggest you keep going through your ward councillors and if necessary, Im sure the
Cabinet Member will step in to ensure we find a speedy and timely solution.  Best wishes  Adam
Councillor Adam Jogee Mayor of Haringey Labour Member for Hornsey     E: Adam.Jogee@haringey.gov.uk
M: 07812 XXXXXXX   Please note that this email is confidential. All personal information held by me
in my role as a member of Haringey Council will be processed in line with GDPR. I update residents
on local issues from time to time, please let me know if you wish to be removed from any
distribution list. From:

ME

dmcmorrow@mage-net.net Sent: Tuesday, April 6,
2021 4:53 pm To: Cllr Jogee Adam Subject: RE: Adult Social Care   If I’m forced to wait for the
LGO you really won’t like me.


email from ME To  adam.jogee@haringey.gov.uk

If I’m forced to wait for the LGO you really
won’t like me.


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I agree with you that a complaints procedure should involve someone not previously
involved in the case looking at the issues.   You had a stage 1 response dated 17 March from Novina
Morrison. She doesnt give a job title and I dont know that name. Is she someone you have dealt with
before or do you know if she is in Adult Social Care?   The Councils website does not give much
information about the Adult Social Care complaints process. The general complaints process has an
independent review at stage 2 by the Corporate Feedback Team. Have you been given a written
procedure for stage 2 within Adult Social Care?   In this response from Mitchell Thomas he says in
the paragraph beginning The Major adaptations panel later resumed that your preferred style of drain
could be achievable, having previously dismissed the idea on the grounds that it would result in a
lip to access the shower. I dont understand why they then opt for something that must be more
expensive and presumably would take much longer to do.   When he says that the panel agreed the
extension to the bathroom in principle, does he mean that the funding has been agreed?   Can I be
clear about your reason for rejecting the proposed extension? The main one that occurs to me is
whether you could remain living there while the work was being done, but maybe I am missing some
other points.   What is happening with the Housing Benefit? Are you being accused of being in
arrears with the rent? Let me know if this is something I should report.


email from ME To  Txxxxx Mxxxxx #xxxxx Cxxxxx

This response is totally unacceptable.


email from ME To  Pxxxxx Mxxxxx

Completely unacceptable.This is the response from

Txxxxx Mxxxxx

my Original
complaint named him as one person I was complaining about.His version of events is also completely
misleading.Either this gets sorted or we bypass the LGO and I get legal for failure with duty of care. My Housing Benefit is all
screwed up I’m 99% sure this is due to L&Q but highlights why I don’t want you talking with them,
they don’t have a clue Daniel


email from Txxxxx Mxxxxx To  ME

Dear Mr McMorrow,
Thank you for giving us an opportunity to investigate your complaint. Our reference: LBH-10838421 In response to the above query I would like to confirm that the service first came to know of your difficulties with your shower room floor on during a visit with an assistant team manager to your home.

kerine Smith, Assistant Team Manager was sent by

Anita Marsden

, because I had concerns with my OT

Brenda McCoy

.
Please explain email of from

Brenda McCoy

., with alterations to the closomat. To allow me to use the commode.


She later agreed to discuss with the head of service, who agreed that works to increase space in your bathroom would appear the best suited option,

  • So the idea of expanding the wetroom was floated but was not presented until A major adaptations panel later occurred on .458 days later.
  • I was not aware of these plans until late 2020.
  • She (I asume Kerine Smith) discussed tthe home visit with Head of Service. Did the head never have any follow up questions? Are “jobs” not managed?


following on from this it was agreed that the assistant team manager would allocate your case to a surveyor to visit. Unfortunately it appears that the case was not allocated to a surveyor as that assistant team manager left the service shortly after. The service would like to apologise for the delay that occurred during this time.

Kerine Smith visited on
she left when? Was their a hand-over?
An email exchange with Anita Marsden, suggest she was aware


Your case was later allocated to an Occupational Therapist (OT) in February 2020 following your follow up call to the First Response Team in January 2020.

Yes I Remember that phone call Jan 2020


It is understood that at the during a home visit in February 2020 your difficulties within the bathroom were discussed with you and a resolution to the difficulties were proposed and agreed; relocating the toilet to the left hand side.
It was not until that the service was made aware that you no longer wanted to proceed with the recommendation of relocating the toilet.

Karen White Sent DFG Forms on The DFG was rejected on
So Your saying my rejection was not acknowloged until 7 Months later?


Following on from this site visits were required with the OT and Surveyor to complete risk assessments and explore alternative options to resolve your difficulties which we understand took place on .

A rick assessments on the Hoist, provided by Haringey. For the purpose of my transfers.


At this stage you noted that you would like a permeable tray, whilst the OT and surveyor explained that if a permeable tray is not possible and extension to the bathroom could also be explored.

My email echange between Karen White on Suggests the permeable Idea had beem rasied and dismissd.

A major adaptations panel later occurred on where the option of an extension was explored. Panel declined this proposal and requested that the OT look at the equipment being used to get to the toilet would alleviate the difficulties and for the. Panel also queried whether the floor being completely relayed would alleviate the difficulties.

No assessment of my Wetroom floor hav every been down. At this point trust of the builders seams to have been accepted.
The gradient of the slope may be greater than it needs to be.


A home visit later occurred on and it was concluded by the OT equipment being used is suitable to be used to transfer on to the toilet and that the slope would continue to cause difficulties with your transfer.
At the visit on the the OT explained that a permeable tray would cause a lip to get in to the shower which would not meet your long term needs. The surveyor also determined that if the floor was relayed the slope may still be an issue due to the overall size of the bathroom.
A telephone contact was later completed to you by the Assistant Team Manager,

By Assstant Team Mnager you now refre to Mitchell Thomas Yourself


where you provided a link to the style of drain are referring to. It was later determined that this was an ACO style drain, and to achieve this style of drain in any case, the floor would have to be relayed.
The Major adaptations panel later resumed on 04/03/2021 where the extension was presented once again. It was determined that your preferred style of drain or similar could be achievable however the space within your bathroom continues to remain an issue therefore whilst making amendments to the floor, extending the bathroom would be best suited to your long term needs also. Panel later agreed the extension in principle, subject to landlord permission and costings of the alteration being obtained.
It is understood that the surveyor contacted you to complete a site survey on 04/03/2021 however you declined this visit as you would like a response to your previous emails to the assistant team manager.

The same day I filled my Formal Complaint


It is understood the assistant team manager responded on

Yes I remember The email, and my response.


and a further email from team manager followed on to apologise for delays and explain the next aspects of the process; contact your landlord for permission and site survey to be completed
The surveyor later contacted you to arrange a site visit however you also declined to proceed with a site visit at this stage.
The service understands that adaptations to your home are taking longer than we would have expected but I would like to assure you that it is not our intention to delay this any longer than is necessary.
The service would like to apologise for any delays and would like to move proceedings forwards by completing a site visit to your property with the OT, Surveyor and Assistant Team Manager. The surveyor will contact you by Friday 9th April to determine which dates would be suitable to visit week commencing 19th April where all diaries permit.
Yours sincerely
Mitchell Thomas
Assistant Team Manager – Occupational Therapist
Assessment Services Team


email from ME To  Pxxxxx Mxxxxx

Thank you I’m due a second response on Tuesday/Wednesday Currently my position with the LGO will be the lack of any timeline answers in the
complaint response.The last actual visit was December 2020. The last actual email was February These
where for the issue with wetroom floor not the complaints.I my original response the delay was (in
not so many words) blamed on lack of permission from my landlord. No date was given when this
permission was asked for. And no timeline was given for re-submitting the permission request.These
should be a obvious requirement. Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I wanted to update you on the Member Enquiry that I submitted. I said that it would
take a couple of weeks to get a response, but in fact I got a  reply sooner than expected, though it
doesn’t take us forward at all. The reply informed me that you had submitted a formal complaint and
had received an initial response, with information about how to escalate matters.   I have replied
saying that I was aware of that, but the point of my enquiry was to get Social Services to review
how they deal with issues you have raised. I have made the point that when someone feels they have
to resort to formal processes and/or the Ombudsman, it is a clear sign that things are not working
well. It cannot be in anyone’s interests to have to prolong issues in this way. I have urged them to
look again at how we can ensure that concerns raised are addressed in a timely and satisfactory way.
I will keep you posted on developments.   I spoke to Cllr das Neves and she is on the Adults &
Health Scrutiny Panel, although no longer Chair of the parent committee, the Overview and Scrutiny
Committee. She is going to get in touch with you to discuss how the Panel might look into the issues
you are raising.


email from ME To  adam.jogee@haringey.gov.uk

My story is www.mage-net.net/haringey As you can see the complaint response I got on 17th didn’t
address anything.The investigating officer respond 7days later, with can’t help The Scurinty Adult
Social Care meet 5 time a year and don’t appear to actually do much My cllr Peter M. Has been a
great help but his member question has a 14 day wait.My second complaint about the quality of the
response to first complaint again has 10 day waitI have asked the LGO but they will start looking in 4 to 6 weeks and a descession could be 6+
monthsI last had a Visit in December and email in February again both a contradiction Daniel


email from dominic.obrien@haringey.gov.uk To  ME

Hi Daniel,   Thanks for getting in touch. The Scrutiny Panels each have 5 formal meetings per
municipal year as specified in the Councils constitution. These usually take place in June,
September, November, December and February/March. The Panels also conduct various evidence sessions
for Scrutiny Reviews throughout the year.   The Panel has recently been consulting on issues to
include in the Panels Work Plan for 2021/22, which has included conversations with and suggestions
from various service user groups. If there are any issues that you would like to suggest for
consideration for inclusion in the Work Plan then you would be very welcome to do so. Many thanks,
Dominic   Dominic OBrien Principal Scrutiny Officer Haringey Council River Park House, 225 High
Road, London N22 8HQ Tel: 020 8489 5896 Email: Dominic.Obrien@haringey.gov.uk   www.haringey.gov.uk
Twitter: @haringeycouncil facebook.com/haringeycouncil     From:

ME

dmcmorrow@mage- net.net Sent: 31 March 2021 12:23 To: O’Brien Dominic Dominic.OBrien@haringey.gov.uk
Subject: ScCommittee   Good afternoon,    I’m contacting you as Principal Scrutiny Officer. I hope
this is the appropriate method.   With regard Adult & Health scrutiny committee    From the website
I can only see 1 meeting this year. Is this correct? Using the document search function I cannot
find the committee’s input on the use of ‘secure’ emails by Adult Social Care given the impact on
accountability I would have expected this.   I can’t find a recent “adult social care complaints
annual report”   With regard to the committee its self, who provides a view from a service user
perspective?   

ME

  This email and any files transmitted with it are
confidential, may be subject to legal privilege and are intended only for the person(s) or
organisation(s) to whom this email is addressed. Any unauthorised use, retention, distribution,
copying or disclosure is strictly prohibited. If you have received this email in error, please
notify the system administrator at Haringey Council immediately and delete this e-mail from your
system. Although this e-mail and any attachments are believed to be free of any virus or other
defect which might affect any computer or system into which they are received and opened, it is the
responsibility of the recipient to ensure they are virus free and no responsibility is accepted for
any loss or damage from receipt or use thereof. All communications sent to or from external third
party organisations may be subject to recording and/or monitoring in accordance with relevant
legislation.


email from ME To  dominic.obrien@haringey.gov.uk

Good afternoon, I’m contacting you as Principal Scrutiny Officer. I hope this is the appropriate
method.With regard Adult & Health scrutiny committee From the website I can only see 1 meeting this
year. Is this correct?Using the document search function I cannot find the committee’s input on the
use of ‘secure’ emails by Adult Social Care given the impact on accountability I would have expected
this.I can’t find a recent “adult social care complaints annual report”With regard to the committee
its self, who provides a view from a service user perspective? 

ME


email from ME To  #xxxxx Cxxxxx

You understand this is actually outside the complaint process. I made complaint, you responded with
utter rubbish and I approached the LGO. They have a 4 – 6 week wait. It will be months before a
decision.My cllr has raised question but this will be 14 day.While I’m waiting for Haringey to pull
out a finger I’m still left with a uneven wetroom floor and no clue how it’s going to be fixed.Mr
McMorrow


email from #xxxxx Cxxxxx To  ME

Dear Mr McMorrow,   Thank you for your email. We have asked the service to provide a further
response to your complaint within 10 working days from your initial email received on 24th March
2021.     Thank you,   Corporate Feedback Team       From:

ME

dmcmorrow@mage-
net.net Sent: 26 March 2021 12:07 To: Corporate Feedback Corporate.Feedback@haringey.gov.uk Subject:
Re: Complaint response LBH/10838421   Did a complaint get logged?   7 days for a response in
unacceptable


email from ME To  firstresponseteam@haringey.gov.uk #xxxxx Cxxxxx

I will not ask for you to fix my wetroom floor again Mr McMorrow


email from firstresponseteam@haringey.gov.uk To  ME

Thank you for contacting Haringey Adult Social Care. If you are a resident, carer or health/social
care professional your referral has been received and will be processed shortly. In response to the
Covid-19 pandemic, we have changed the way in which we receive and manage referrals from the
hospitals. All referrals and queries from the North Middlesex acute hospital site should now be
directed to the NMH duty desk Via email: Northmiddutydesk@enfield.gov.uk Or via phone: 0203 821 1951
All referrals from the Whittington hospital acute trust should be directed to the Whittington
discharge centre: Email: whh-tr.DCC@nhs.net Phone 0203 074 2472 If you are making a referral from
any other acute NCL hospital, referrals should be directed first to the Discharge team of the acute
hospital, and sent to Haringey Integrated brokerage team from there Brokerage.Team@haringey.gov.uk


email from ME To  Pxxxxx Mxxxxx

Ok. She was a dedicated person


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   Cllr Lucia das Neves is no longer the Chair of the Overview and Scrutiny Committee
which has an Adults & Health Panel, but Ill be speaking with her tomorrow and will ask her advice
about options for raising concerns about how issues are dealt with.


email from ME To  Pxxxxx Mxxxxx

I’m never offended by a genuine question about my disability or circumstances.Thank you for the
member Enquiry. Another process exists for you to bring the issues aka delays, quality of complaint
response etc to the attention of the scurinty committee they have a sub committee for Adult Social
Care.Councillor Lucia das Neves is one that committee. More research is needed before I ask for this
tho.Daniel


email from Pxxxxx Mxxxxx To  ME westc2@parliament.uk

Dear Daniel   I have submitted a Member Enquiry asking for your case to be reviewed this is the
formal process whereby a Councillor can lodge a query which should usually get a response within 14
days.   I read your account of the long delays in addressing the problem with the wet room floor and
it is simply not good enough that something that is a risk to you has not been resolved. It is also
not acceptable that you are told to submit complaints or go to the Ombudsman when you are not
satisfied with their response. These processes take time and are not the solution. What is needed is
some action to ensure that the wet room is safe to use.   Your account of the email exchanges also
refers to the bed causing back problems (February 2020). Is your bed still an issue?   The link you
sent had some personal information and I was shocked to read what you have gone through. I would
never have asked you about your disability and hope you didnt interpret that as a lack of interest.
I have taken up issues that you have raised before and share your frustration at the way they are
dealt with. That is why I have opted for the Member Enquiry as I really think there needs to be
fundamental re-think of how problems are resolved. I cant promise that it will solve anything but
its worth a try and I will let you know what response I get. In the meantime, keep me posted on any
further developments.


email from ME To  #xxxxx Cxxxxx

Did a complaint get logged?7 days for a response in unacceptable


email from ME To  Pxxxxx Mxxxxx westc2@parliament.uk

www.mage-net.net/haringey/


email from ME To  novina.morrison@haringey.gov.uk westc2@parliament.uk Pxxxxx Mxxxxx

The reponse you said “I hope that you are satisfied with my response to your complaint and that I
have resolved your issues of concern to your satisfaction.   If you are unhappy with my response,
please let me know why and I will consider if there is anything else, we can do to make things right
for you” I emailed you on 17th, maybe 18th. You’ve only just acknowledged that email. You’ve stated
you can’t do anything this is different to the response.Your response failed to offer a
resolution.Your response failed to handle all aspects of my case. I’ve asked the LGO but it could be 4 – 6 weeks before they accept the
case. Currently my opinion is looking more legal than the LGO. I really don’t want that its
stressful Mr McMorrow


email from novina.morrison@haringey.gov.uk To  ME

Mr McMorrow Your response was received I am unable to provide you with any further feedback in
relation to your complaint   Many thanks   Novina   From:

ME

dmcmorrow@mage-
net.net Sent: 25 March 2021 16:56 To: Morrison Novina Novina.Morrison@haringey.gov.uk; Corporate
Feedback Corporate.Feedback@haringey.gov.uk;

Cxxxxx Wxxxxx

MP
westc2@parliament.uk; Cllr Mitchell Peter Peter.mitchell@haringey.gov.uk Subject: Re: Complaint
response LBH/10838421   I am about to really lose my mind.    How you ever allow Adult social
services to get to a state where ignoring individuals is acceptable is beyond me.   The management
have created an environment where this is acceptable!    Mr McMorrow


email from ME To  novina.morrison@haringey.gov.uk #xxxxx Cxxxxx westc2@parliament.uk Pxxxxx Mxxxxx

I am about to really lose my mind. How you ever allow Adult social services to get to a state where
ignoring individuals is acceptable is beyond me.The management have created an environment where
this is acceptable! Mr McMorrow


email from ME To  Pxxxxx Mxxxxx

So in addition to my feeling of the LGO. An indication of how helpful they are is the case has been
submitted for approval this could take 4 – 6 weeks.  And then if accepted investigation
starts.Daniel


email from ME To  Pxxxxx Mxxxxx

The reponse I got didn’t answer the complaint. My complaint was made against three people. An excuse
was given for they 3 year delay that doesn’t actually make sense if you look at it. The complaint
department have gone corporate but don’t know. They have a 2 working days response to emails but
can’t say why its 2 days, you can’t have a complaint dialog with one part with a two day response.My
response to the complaint investigation hasn’t had a response. My personal experience of the LGO is they are a waste of time. I’ve spoken with them
many times and have never felt they actually helped the issue. I am left either working with
haringey to highlight issues or legal action. Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I dont follow this latest comment.   You sent me your response to the response you got
on your complaint on 18 March. Did that go to the Ombudsman?   I am sorry that everything seems to
take so long and that you do not get satisfactory answers.


email from ME To  novina.morrison@haringey.gov.uk #xxxxx Cxxxxx Pxxxxx Mxxxxx

Due to comment made by a Haringey councillor advocating higher fines and legal endowment I feel that
Haringey won’t learn from a simple complaint.I’m now seeking legal advice Mr McMorrow


email from novina.morrison@haringey.gov.uk To  ME

ASC Stage 1 response template    

ME

Flat A 110 Sylvan Avenue 110 Sylvan
Avenue Wood Green London N22 5HY dmcmorrow@mage-net.net   Dear Mr McMorrow,   Thank you for giving
us an opportunity to investigate your complaint. our reference: LBH/10838421 For ease of reference,
I have summarised your complaint below: “constant delays in fixing my wet room floor. This issue was
raised in late 2018. Since then, there has been very little action I have asked several times for
formal complaints to be logged and never got a response. I keep getting conflicting answers from
people”. I have spoken to the allocated Occupational Therapist (OT)

Bxxxxx
Mxxxxx

who has provided me with an update as to the delay in the works being progressed. A
provisional agreement on the recommendation for the extension of the bathroom was made.   Both the
surveyor and OT are awaiting permission from your landlord, London and Quadrant in order for the
Surveyor to draw up plans for a schedule of works and costings. On receipt of your landlord’s
permission, the recommendation and schedule of work can be presented to panel for authorisation.
Unfortunately, we are not able to move forward until we receive the permission from London and
Quadrant. I have requested for the OT and Surveyor to write to your landlord in order to receive
their permission.   I hope that you are satisfied with my response to your complaint and that I have
resolved your issues of concern to your satisfaction.   If you are unhappy with my response, please
let me know why and I will consider if there is anything else, we can do to make things right for
you.    Alternatively, you can approach the Local Government and Social Care Ombudsman, who may be
able to help you.   Their contact details are: Web:   www.lgo.org.uk   Tel:      0300 061 0614
Yours sincerely,   Novina Morrison This email and any files transmitted with it are confidential,
may be subject to legal privilege and are intended only for the person(s) or organisation(s) to whom
this email is addressed. Any unauthorised use, retention, distribution, copying or disclosure is
strictly prohibited. If you have received this email in error, please notify the system
administrator at Haringey Council immediately and delete this e-mail from your system. Although this
e-mail and any attachments are believed to be free of any virus or other defect which might affect
any computer or system into which they are received and opened, it is the responsibility of the
recipient to ensure they are virus free and no responsibility is accepted for any loss or damage
from receipt or use thereof. All communications sent to or from external third party organisations
may be subject to recording and/or monitoring in accordance with relevant legislation.


email from pauline.walker-mitchell@haringey.gov.uk To  ME

My working days are Monday, Tuesday, Thursday and Fridays only.


email from pauline.walker-mitchell@haringey.gov.uk To  ME Txxxxx Mxxxxx

Dear Mr McMorrow You have not received a response from Mitchell Thomas as he is currently on leave
and not due back until Monday 15th March. Some of your queries relate to timescales for building an
extension, the surveyor involved with your case is also on leave and will also return on Monday 15th
March. You should be aware that any adaptations required to your home requires approval/consent from
your landlord and as such we could not proceed without their permission.   I understand that any
adaptations to your home is taking longer than we would have expected but I would like to assure you
that it is not our intention to delay this any longer than is necessary resulting in you making
complaints to the Ombudsman as we want to bring this matter to a speedy conclusion.   It is not
unusual for staff to take leave at this time of the year, we would anticipate that the surveyor can
move this forward, subject to both you and your landlords agreement. With that in mind please expect
communication from the surveyor in the very near future.   In response to your last question, yes

Axxxxx Mxxxxx

still works for Haringey


email from Txxxxx Mxxxxx To  ME

I am currently out of office


email from #xxxxx Cxxxxx To  ME

I am currently out of office


email from pauline.walker-mitchell@haringey.gov.uk To  ME

I am currently out of office


email from Txxxxx Mxxxxx To  ME

Dear Mr McMorrow,   Thank you for your email.   I would first like to apologise for the delay in
responding to you with an update. I did indeed arrange a meeting with the relevant professionals to
discuss the Occupational Therapists recommendation however arranging that meeting took slightly
longer than we would have liked due to a clash of diaries.   The Occupational Therapist (OT)
allocated to your case,

Bxxxxx Mxxxxx

, has proposed a revision to your shower
room floor with an extension to the rear of your bathroom to meet your long term needs. I understand
that this option was discussed with you at the last joint visit with the OT and Surveyor.   The OT
has concluded that a revision to the floor and extension to the rear of the bathroom would be in
your best interest to meet your long term needs and assist with any future deterioration by allowing
increased circulation space should a second carer be needed.   The professionals present at the
meeting have provisionally agreed to the recommendation however this is subject to your Housing
Associations agreement and a site visit by our surveyor.   The OT will be making contact with your
housing association to determine whether they are happy to proceed. The Surveyor, from what I
understand, has attempted to make contact with you to complete a site visit to measure up.   I hope
that the above information finds you well and you are happy to proceed also. Where so, we can ensure
that the alterations are pursued as soon as possible.


email from ME To  Axxxxx Mxxxxx

I have now logged a formal complaint.In this complaint I call imto question the management of Adult
Social Care.Since moving to Haringey I’ve experienced major delays with equipment and maintenance of
equipment. I’ve had several DFG Grant’s and later found that the recomdations are at best faultyI
had a tack hoist installed and what was actually installed was not what was requestedAnd the major
red flag An OT case that’s 3 years old.Mr McMorrow


email from noreply@haringey.gov.uk To  ME

Thank you for completing the form – an officer will be in touch with you in the next 2 working days.
A summary of the information you provided is shown below. Web reference number: HC-11390187 About
your complaintAre you contacting the council because you are unhappy with the outcome of a previous
complaint?: NIs this complaint currently being investigated? NDid the event in question occur in the
last 12 months?: YAre you complaining on behalf of someone else?: Y Your details Title: Mr First
name: Daniel Surname: McMorrow Address line 1: Flat 110A Sylvan Avenue Postcode: N22 5HY Home phone
number: 07725586509 Mobile: Email: dmcmorrow@mage-net.net Complaint details Complaint Against McCoy
Brenda , Mitchell.Thomas@haringey.gov.uk and Anita.Marsden@haringey.gov.uk For constant delays in
fixing my wetroom floor.This issue was raised in later 2018. Since their has been very little action
has occurred I have asked several times for formal complaints to be logged and never got a
response.I keep getting conflicting answers from people.Mr McMorrow Action requested Review Adult
social care case a 3 year case should raise major concerns Additonal information Uploaded file: none


email from ME To  Txxxxx Mxxxxx Bxxxxx Mxxxxx Axxxxx Mxxxxx

I’ll not ask for an update again has the formal complaint been logged.Mr McMorrow


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I have emailed Mr Thomas and asked for an update.   I hope we can sort this out soon.
As you say, it is necessary to try all internal avenues before submitting a complaint to the
Ombudsman. Complaints to the Ombudsman take a long time, so Ill keep pressing Haringey to deal with
the issues.


email from ME To  Pxxxxx Mxxxxx

To be completely honest I no longer trust Adult Social Services delays seam to the standard. I’ve
had no response from emails of Monday. Complaint department aren’t really any good. However are a
requirement for The LGO. Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   I hadnt seen the email from Mitchell Thomas before but now I can appreciate your
frustration with the failure to respond.   The email I forwarded to you on 27 January apologised for
the delays since a visit at the beginning of December, then Mr Thomas emailed you on 5 February to
say that he would be meeting other colleagues the following week and would then get back to you,
which is almost a month ago.   This isnt good enough and I will try to chase things up.


email from ME To  Pxxxxx Mxxxxx

Yes bu on 8 Feb Mitchell.Thomas@haringey.gov.uk said he was meeting with people to discuss And
suggested the shower chair issues be looked at to see if they could be resolved. Nothing has
happened to move this issue forward. On 3/1/21 4:56 PM, Cllr Mitchell Peter wrote: Dear Daniel I
sent you an email on 27 January with the response I had received.


email from Pxxxxx Mxxxxx To  ME Txxxxx Mxxxxx

Dear Daniel   I sent you an email on 27 January with the response I had received.


email from ME To  Txxxxx Mxxxxx Pxxxxx Mxxxxx

Ok so being nice ends.Please log a formal complaint against adult social services policy. Please add
an explanation of the delays experienced. Mr McMorrow


email from ME To  Txxxxx Mxxxxx Pxxxxx Mxxxxx

At what point is it acceptable for me to completely lose it and demand heads ? No response from you
or action on finding a comfortable commode/shower chair.Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Hi Mr McMorrow,   The letter I was referring to, was in regard to a query that came from a
councillor on your behalf.   I believe a response should have been sent from our director back to
the councillor.   It was in regard to a mailbox being full that you were trying to contact, progress
of the shower etc.


email from ME To  Txxxxx Mxxxxx

The below is fine. Issues with using the shower chair over the toilet can be resolved as they
present.You mentioned a letter I’ve still not received can you send me a digital copy?Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Dear Mr McMorrow   Thank you for taking the time out to speak with me earlier this morning.   It was
beneficial for me to understand some of the difficulties you have been experiencing and
troubleshooting the way forwards.   As advised I have looked at the website you’ve suggested and
will be in consultation with our adaptations team manager to determine whether the flooring and
drainage system on this site is suitable for floors such as your own.     To ensure we are both
referring to the same style of flooring I have copied the link below:
https://www.easydrain.co.uk/linear-shower-
drains/?gclid=EAIaIQobChMI_66g1MzS7gIV84BQBh2kKwJGEAAYASAAEgLxq_D_BwE   In addition to the above,
although it may not be of any immediate remedy to your overall difficulties, I also believe it would
be beneficial to continue to explore more comfortable seating / cushioning for your shower chair. I
understand that there have been attempts to resolve this before however I recommend that Brenda
determines if there are any alternative options on the market that can assist, particularly as
products are continually evolving and changing.   I will endeavour to meet with the above mentioned
professionals next week and get back to you with an update.


email from Cxxxxx Sxxxxx To  holsworth ricky

Dear Ricky  Its happened again. Address: 110A Sylvan Avenue, N22 5HY Ive copied in the resident Mr
McMarrow.  Can he be given your direct mobile number to report any future issues, albeit hopefully
there wont be any? I want to state that I do find this ongoing situation unacceptable. We offer
assisted collections for a reason. Blocking a residents wheelchair access / fire escape route is not
OK. Requiring a resident with disabilities to regularly chase for his adaptation defies our values
on treating disabled people with respect and dignity. We should not keep making him feel there is an
inequality he needs to overcome. We put these things in place to achieve equity.  Daniel, I know
youre bored of my apologies and sick to death of needing to complain every few months. I can only
apologise.  Ricky and Paul are part of the Veolia management team and Stephen is the council
Director. You now have direct access because I believe what youre facing is unacceptable and am
escalating it.  I trust this will be repositioned today and going forward this will not happen
again.  Apologies once again


email from Bxxxxx Mxxxxx To  ME

UNIMPORTANT


email from ME To  Bxxxxx Mxxxxx

My apologies should be from this email.


email from ME To  Pxxxxx Mxxxxx

I’ll respond but will take a few days to gather the evidence to humiliate Adult Social Services Into
the next decade. My initial reaction is to laught my 5 minute Google I found www.easydrain.co.uk The
images their don’t show a lip. https://www.easydrain.co.uk/linear- shower-drains/ the only
difference is in name they call the linear drains I have requested a call. My initial thoughts are
exploring this would if suitable be far far cheaper the extend the current wetroom?Daniel


email from Pxxxxx Mxxxxx To  ME

Dear Daniel   Here is the response received about your wet room. I have only just received it, even
though it refers to 21 January as being yesterday. This response does explain why your OT wanted to
assess transfers as it seems she wants to explore different methods. Let me have any comments.
Response   The service have looked in to Mr McMorrow’s concerns with his wet room floor and
recognise that the slope/gradient within the shower area is causing difficulty for Mr McMorrow when
transferring.   It is understood that Mr McMorrow has requested a permeable shower floor via his
Occupational Therapist (OT). A visit was completed with a Surveyor and the OT on December 1st 2020
to determine whether this was possible and to seek further clarity of Mr McMorrow’s understanding of
a permeable floor. Following further investigation it appears that a permeable floor would not meet
Mr McMorrow’s needs as installing this style of flooring will cause a step or lip in to the shower;
therefore wheeled accessibility into the shower area will no longer be possible.   A professionals
meeting was held yesterday () to determine how we may be able to alleviate the difficulties
experienced and whether the size of his bathroom should be increased to alleviate the difficulties.
Unfortunately the outcome of the meeting highlighted that the equipment being used, could in itself
be causing the difficulties Mr McMorrow is experiencing. The service have therefore requested that
the OT works closely with Mr McMorrow to trial different methods of transferring, and report back to
the professionals group.   The service would like to apologise for the delay in arranging the
professionals meeting following the visit on December 1st 2020 as this in itself has caused delays
and inevitably increased Mr McMorrow’s anxieties. The service will look in to the reasons for the
delays internally to determine how we can improve our practices going forwards.   The service have
been informed that the complaints email address that Mr McMorrow had been contacting has been out of
service for over a year and replaced with the following online form:
https://www.haringey.gov.uk/contact/council-feedback/adult-social- care-complaints- procedure There
is a facility within the form to attach a document, of which the maximum size allowed is 5MB. This
may then explain the undeliverable responses and file too large messages Mr McMorrow had been
experiencing with voicing his concerns.


email from ME To  Axxxxx Mxxxxx Cxxxxx Sxxxxx Pxxxxx Mxxxxx

Call me before I completely lose my mind 07725586509Mr. McMorrow


email from ME To  Bxxxxx Mxxxxx Axxxxx Mxxxxx

I’m am now seriously concerned. After the Wetroom rebuild was completed in 2018. I raised the issue
with yourself that resulted in you reccomding the use of the shower chair as a commode over the
toilet. This led to a “plinth” being added as the toilet was to low. You sent spec on 28th Feb 2019I
believe you order me a large hole seat for my shower chair. This however didn’t fix the issue as the
shower chair was extremely painful.  We tried a smaller hole seat,  but this had the same
issue.McMorrow


email from Bxxxxx Mxxxxx To  ME

Hello Daniel,   As per our telephone conversation on 18th November 2020,  You reported that a site
visit was carried out by Michael Holt (surveyor), and discussions were had regarding the possibility
of an alternative shower tray i.e.  permeable.   I advised you,  that there is no recorded evidence
on the system relating to this issue. Michael Holt has left the service., therefore I am unable to
provide you with the exact date that the issue was raised.


email from ME To  Bxxxxx Mxxxxx Axxxxx Mxxxxx

I really am starting to get annoyed.I’ve asked multiple times, when I raised the issue with my
wetroom floor. Mr McMorrow


email from ME To  Bxxxxx Mxxxxx

Thanks When was the issue raised?


email from Bxxxxx Mxxxxx To  ME

Hello Daniel,   The joint visit with the surveyor, Felix Akhalu and myself was carried on the
1/12/2020.


email from ME To  Bxxxxx Mxxxxx

I’m sure you can understand my concern as this matter was raised well before the Covid19 issue.What
date was this issue raised?You attended my flat when? And the surveyor’s name was ? Daniel


email from Bxxxxx Mxxxxx To  ME

Hello Daniel,   Thank you for your email.   We are in the process of exploring the options
available, as you may appreciate with the holidays and covid restrictions we have not been able to
progress as much further forward as we would have liked. However, discussions are due to be had in
due course, between the OT and Surveyor Managers.  I will be sure to update you with any information
as soon as possible.


email from ME To  Cxxxxx Sxxxxx

Haha. I’m sure was my fault I tead to be quite geeky with internet things.Daniel


email from Pxxxxx Mxxxxx To  ME Cxxxxx Sxxxxx fig@haringey.gov.u feedback@haringey.gov.uk

Dear Daniel   It sounds very frustrating and Im sorry you didnt manage to get through to someone. I
will submit a query and will get back to you once I have a response.   I will submit the query now
but wont get a response just yet.


email from ME To  Cxxxxx Sxxxxx Pxxxxx Mxxxxx fig@haringey.gov.u feedback@haringey.gov.uk

Hello The missing k was my fault.The issue is the size of messages we talked about few months agoIf
the address has changed then we have major concerns as I don’t think anyone was informed. And size
restrictions is not the way an email is changed. Daniel


email from ME To  Pxxxxx Mxxxxx Cxxxxx Sxxxxx

The main issue is I’d like at update from my OT on the progress of my wetroom floor.The wetroom
floor issue has been on going for years and nothing seems to have progressed. My calls to IAT aka
adult social care this afternoon was a total shambles. You call get a minute worth of meaning less
walfaul. Then when finally select the option you need told your in queue position 2 with a waiting
time of 3 minutes. The connection dies so you call back only to face the same message you had just
listened to.Daniel


email from Cxxxxx Sxxxxx To  Pxxxxx Mxxxxx ME fig@haringey.gov.u feedback@haringey.gov.uk

Dear Daniel and Pete, There is a ‘k’ missing in the FIG email, which is why it is probably bouncing.
This account is also showing as old on my system, so I have copied in the Feedback team. I hope this
helps? But if you have a specific query/person, can you let Pete or I know ASAP as it’s 4pm and we
would want to get hold of someone soon S Seema Chandwani  Labour Councillor for West Green Ward
Cabinet Member for Transformation and Public Realm Investment Please address me by my first name
Haringey Council 225 High Road, River Park House, N22 8HQ T. 0208 489 5788
seema.chandwani@haringey.gov.uk   www.haringey.gov.uk Twitter: @CllrSeema
facebook.com/haringeycouncil   Please consider the environment before printing this email From: Cllr
Mitchell Peter Peter.mitchell@haringey.gov.uk Sent: 15 January 2021 16:03 To:

ME

dmcmorrow@mage-net.net; Cllr Chandwani Seema Seema.Chandwani@haringey.gov.uk;
FIG fig@haringey.gov.u Subject: RE: Undeliverable: complaint   Dear Daniel   Sorry to hear you have
not been able to resolve the problem.   Who have you been trying to contact someone at Haringey
Council or someone at L&Q?   Can you give me a bit more information about the issue?


email from Pxxxxx Mxxxxx To  ME Cxxxxx Sxxxxx fig@haringey.gov.u

Dear Daniel   Sorry to hear you have not been able to resolve the problem.   Who have you been
trying to contact someone at Haringey Council or someone at L&Q?   Can you give me a bit more
information about the issue?


email from Txxxxx Mxxxxx To  ME

I am currently out of office


email from ME To  Bxxxxx Mxxxxx Axxxxx Mxxxxx Txxxxx Mxxxxx

I’d like an update on the issue with the floor in my wetroom Mr McMorrow


email from ME To  #xxxxx Fxxxxx

Comments?


email from ME To  Cxxxxx Sxxxxx Pxxxxx Mxxxxx fig@haringey.gov.u

Trying again


email from ME To  Txxxxx Mxxxxx

A copy and paste why copies the content it could be argued it’s not what was sent. Several email
headers are generated based on content these verify the content.I suspect the encryption system was
not thought about Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Hi Daniel,   Are you able to view the email? If so, does it allow you to copy and paste the content.


email from ME To  Txxxxx Mxxxxx

As explained on Twitter. My OT sent me encrypted emails. These can’t be printed or forwarded.How
dose encrypted emails fit in with Haringeys regulator the Local Government Ombudsman.Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Good Afternoon Daniel,   Our Contact Haringey Twitter team have let me know that you have a query
that is unresolved.   I know that you have recently been visited by the OT and Surveyor to determine
the best way forwards to your difficulties in the bathroom.   Can you kindly enlighten me as to what
the unresolved tweets pertain to exactly and I will do my best to assist.


email from ME To  Txxxxx Mxxxxx

If more can be done and discussion was on going why was my case closed? When did I originally raise
the issue? Because my wetroom has been completely for 2 years. Mr McMorrow


email from Txxxxx Mxxxxx To  ME

Dear Mr McMorrow   Thank you for your email.   Firstly I would like to apologise that your
difficulties with the shower floor still persist. I will be in discussions with the OT and Surveyor
to understand your difficulties and explore if we can resolve them.   Please bear with me whilst
these discussions are held and I hope to get back to you within a week or so.


email from ME To  Bxxxxx Mxxxxx

That’s even more confusing because you wanted to close my file.


email from Bxxxxx Mxxxxx To  ME

Hello Daniel,   In regards to your complaint, currently technical options are been explored with the
surveying team to have this matter resolved.


email from Cxxxxx Sxxxxx To  ME Pxxxxx Mxxxxx

Ill get this looked at. Seema Chandwani  Labour Councillor for West Green Ward Cabinet Member for
Transformation and Public Realm Investment Please address me by my first name   Haringey Council 225
High Road, River Park House, N22 8HQ T. 0208 489 5788 seema.chandwani@haringey.gov.uk
www.haringey.gov.uk Twitter: @CllrSeema facebook.com/haringeycouncil   Please consider the
environment before printing this email From:

ME

dmcmorrow@mage-net.net Sent:
25 November 2020 16:14 To: Cllr Chandwani Seema Seema.Chandwani@haringey.gov.uk; Cllr Mitchell Peter
Peter.mitchell@haringey.gov.uk Subject: FW: Undeliverable: complaint   Adult social care require
written complaints but. Emails are limited to 1K. That’s an absolutely abused limit. Daniel


email from ME To  Cxxxxx Sxxxxx Pxxxxx Mxxxxx

Adult social care require written complaints but. Emails are limited to 1K.That’s an absolutely
abused limit.Daniel


email from ME To  #xxxxx Fxxxxx

You require written complaints but.Delivery has failed to these recipients or groups:

#xxxxx Fxxxxx

(fig@haringey.gov.uk) Your message is too large to send. To send
it, make the message smaller, for example, by removing attachments. The maximum message size that’s
allowed is 1 KB. This message is 16 KB.Please explain Mr McMorrow


email from ME To  Bxxxxx Mxxxxx #xxxxx Fxxxxx Axxxxx Mxxxxx

I was expecting a response.


email from ME To  Bxxxxx Mxxxxx #xxxxx Fxxxxx Axxxxx Mxxxxx


email from Bxxxxx Mxxxxx To  ME

Encrypted Message Encrypted message FromBrenda.Mccoy@haringey.gov.uk Todmcmorrow@mage-net.net To
view the message on your computer… Save and open the attachment (message.html), and then follow
the instructions from there. To view the message, sign in with a Microsoft account, your work or
school account, or use a one-time passcode. To view the message, sign in using a one-time passcode.
Message encryption by Microsoft Office 365


email from ME To  Bxxxxx Mxxxxx

Did you get this ?


email from Bxxxxx Mxxxxx To  ME

Encrypted Message Encrypted message FromBrenda.Mccoy@haringey.gov.uk Todmcmorrow@mage-net.net To
view the message on your computer… Save and open the attachment (message.html), and then follow
the instructions from there. To view the message, sign in with a Microsoft account, your work or
school account, or use a one-time passcode. To view the message, sign in using a one-time passcode.
Message encryption by Microsoft Office 365


email from ME To  Bxxxxx Mxxxxx

Please don’t send me secure messages the simplicity of emails are lost. I can’t export or print
emails either.If you continue with saying I agreed I’m going to explode. My agreement wasn’t 100%
like with the track hoist I agreed as you advised it would future proof but I’ve never ever used it.
The sling was opened by mediquip last week for the annual check.In reference to the email I asked
for you to simply state your never signed off on the plans. I can the raise the point with my
landlord.Mr McMorrow


email from ME To  karen.white@haringey.gov.uk

No I always been unsure about it. My fix seems to have been dismissed without discussion.As me
signing DFG is a binding agreement I’ll sign when happy with the planThe Recent DFG mantaince issue
was raised few months ago.Daniel


email from karen.white@haringey.gov.uk To  ME

Hi Daniel,   According to the case notes made you was satisfied with the recommendation suggested by
your OT

Bxxxxx Mxxxxx

. Once your DFG application is returned it will be
allocated to a surveyor, then you can raise any issues with him.


email from ME To  karen.white@haringey.gov.uk

Well yes.  Firstly I’m not convinced moving the toilet will fix the issue. I was expecting a
surveyor’s input.Secondly DFG was used for my back door In 2017 when i broke in 2019. I had a
nightmare getting my landlord to fix it. I need to be sure if the toilet is moved it will still be
maintained if it breaks.Daniel


email from ME To  karen.white@haringey.gov.uk

Hello It’s probably best to call me so we can discuss thisFree all day 07725586509Daniel


email from karen.white@haringey.gov.uk To  ME

Dear Mr McMorrow,   Please see your DFG application form attached and covering letter. If possible
could you please sign and return by email all the forms attached so that your adaptation can be
processed.


email from Bxxxxx Mxxxxx To  ME

Hi Daniel   The current shower chair has a clearance of 500mm, in order for the shower chair to fit
over the closomat, the Closomat needs to be sited on a 75mm plinth which will give a rim height of
485mm. This would enable the shower chair to be used safely.  As I did not have an opportunity to
view the specification of the to the bathroom adaptations, I was not able to convey any
recommendations.

Automation

Being a geek has its advantages. When I became disabled I knew technology would bridge the gap between things I wanted and things I could no longer do!

The general term for this is Home Automation.

Home automation is the use of one or more computers to control basic home functions and features automatically and sometimes remotely. An automated home is sometimes called a smart home

This technology gave me something back when my illness had taken everything away.

When I can home my interest in Home Automation grew. I purchased several device in the Philips Hue range and some in the Samsung Smartthings range.
The Philips Hue is mostly lighting. For example, when entering my kitchen the Light’s are automatic, after 5 minutes they go off.

Recently I thought about my central heating. Along came Tado

Philips Hue
The Philips Hue requires an Internet Bridge. A small-ish white device that has a Cat5 connection to your router & power. The Internet Bridge is the link between internal service such as Alexa and external service like itth.com to the Hue Devices.

Philips Hue Light Strip
Is a LED-based multi-coloured strip of lights. These come in 2m lengths can be extended or cut (at marked points) to fit your needs.
They are self-adhesive and require a UK Plug for power.

Philips Hue Light Bulb
Is an LED based multi-coloured standard bayonet Light Bulb.

Tado
In my search for Home Automation, I’ve had to accept a few annoying things. Hue needs a free Cat5 port on my router, the automatic window opener makes a sound when it opens.

Tado has been a nightmare from the start. I was unclear what I needed so ask Tado.

Hello, I’m disabled and need a quote for a thermostat, and 4 radiator valves. I also need info n warranty and support.

A “custom” quote comes back, with everything, as I’m disabled I add “Profissional Install” I Buy, It arrives. But no Install date, so I Call. To be told you set everything up first then get an install date.
Now I disabled, my manual dexterity is poor. I told them I was disabled, they only said to add “Profissional Install”

Ever since I installed tado every few weeks the batteries in each unit need to be replaced. I am physically unable to do this.

During the summer the heating never comes on, but recently when my Wet room comes on, the radiator in the Loung as gets warm.
Trying to contact Tado Support is impossible!
The Tado system was miss-sold it is not fit for purpose.


L&Q

As a Housing Association, I honestly believe they don’t know what they are doing. I rate L&Q about the level of incompetence as the DWP

Alarm

You would think after causing me major distress with my Damp & Door
L&Q would act like they cared, You would be wrong!

I return home yesterday to an alarm ringing in the shared hallway.

– I called L&Q Contractor has 4 hours to attend

Alarms been ringing all night I called L&QContractor, they will attend

It’s a low beep, so does not matter! I can hear it in my flat!

Damp

Back in MAY I reported this to L&Q via twitter.
IMG_1803

Few WEEKS later someone came and had a look..
image
It would appear that L&Q think a new paint job will fix the issue!

Water Damage

A leak have caused damage to an electrical cupboard door







Photographed in Bromley, South London

The door to the cupboard is rotten, the floor by the cupboard is swollen (meaning the underlay is damaged)
The REAL issue is the leak in the cupboard next door, you can feel the cold.

UPDATE

Again. With all this rain I could hear the running water when I went to check the mail. I can’t see the leak as L&Q only answer was to lock the door.
While out of sight might work for L&Q I’m sorry to say I’m a bit fussier.

UPDATE

@LQcontactus: The job I raised for you in August was closed and referred to a diff contractor as a roofer was reqd. I’ll update you asap. @danielmcmorrow

@LQcontactus: Jobs can be closed without being complete- in this instance, it was because we sent to a roofer, under a new job. @danielmcmorrow

This is an absurd practice, a ‘job’ should only be closed when it’s been fixed. If a new contractor needs to do something the ‘job’ should be reassigned. Creating a new job will restart the clock!

Under Right to repair scheme There is a time limit for repairs with a new call you lose the original date.

UPDATE

So… I’ve had…

Mold

Mold growing in my wet root







Photographed in Bromley, South London

Dry Rot

Dry rot

Dry rot growing in my wetroom as untreated wood was used in my wet room

By
Photographed in Bromley, South London



Fungus

Fungus

Fungus growing in my wetroom

By
Photographed in Bromley, South London



On , I got this from complaints@lqgroup.org.uk…

Dear Mr McMorrow,
Robert Clegg has kindly included us in the email below so that we are aware of the issues you are experiencing.
I have checked our database just this morning, and cannot see that your most recent concerns regarding damp in your home have been reported to us. Due to this, I have referred your email directly to your Area Surveyor Simeon Thompson, and have requested that an inspection is carried out. Following this inspection, Simeon will be able to confirm to you if this is, in fact, an issue with damp in your home, or condensation.
Please do ensure that any concerns regarding maintenance in your home, are reported directly to our L&Q Direct Team on freephone number 0800 015 6536. This way, we can arrange for the necessary works to be carried out for you without you needing to seek external advice.
Kind regards
Kerry Smith

On I responded. Have not got a response by 3rd November 2014 I sent this…

Hello,
As expected no response from complaints.
If your contractors arrive before the surveyor I will not let them fix the issue. This has been going on for 3 years my next email will be to my lawyer!

No Response, contractor turned up he did not have a clue! He had no idea why he was here or any understanding why you don’t put untreated wood in a wet room. According to him it just needs paint. Again no talk of mould treatment.

UPDATE

L&Q have booked in to come have a look. I responded with dismay at this – got the response…

Daniel,
That’s brilliant we will see you next Wednesday
Thank you

I’m going to count to a million, calm down and respond.
L&Q Letter 2014-11-06

UPDATE

IMG_2039.JPG

More Fungus


2016-08-25 11.01.43


By
Photographed in Bromley, South London





This is now the THIRD case of mould/fungus.

UPDATE

@creatingplaces: If you missed it before, take a look at our Chief Exec’s video diary as he goes undercover as a caretaker #housingday http://t.co/ECF7NFWMPI

@danielmcmorrow: @creatingplaces wow more unqualified tits at L&Q. I’m not surprised.

Daniel, you’ve crossed the line with your last comment. I’m blocking you from @creatingplaces & will not respond to any more of your tweets.

My personal experience of their Chief Exec is that he’s useless. He’s an unqualified at being a caretaker. This is a fact. L&Q sent the WRONG contractor. For SIX weeks to fix my toilet. The sent a contractor the other day who did not understand why you don’t have wood in a wet room. So my experience is that L&Q don’t know what they are doing.

UPDATE

I’ve been accused by L&Q of “constant abuse”…

I’d like to address that. Firstly my aim is not to abuse anyone. But if anyone been abused it’s me, they left a disabled man without a toilet for a weekend! The damp/fungus in my bathroom has been ongoing for 3 years. Reported to L&Q

L&Q are working to fix it – and I am grateful for that. But it should not take 3 years.

Door

So after the chaos cause with my wet room (witch I’ve had no apology for) Dump you would think L&Q would want to look good.

You would be wrong.

The Communal Door is a security door that is opened by a blue key fob. When I moved in a key-safe was installed for…

  • Cares
  • Care Link

If I have an emergency Care Link are to provide me assistance, however if that can’t get in, then what?

The Communal Door was first reported the L&Q on
as of this morning () it’s still broken!

The repair was raised in accordance with our policy and the target priority of the job requests that the contractor completes the job by (I had 2005 that was a mistake)

So clearly they take the responsibility of providing me a SAFE home very seriously

On our communal repair section of the system, a Mrs XXXXX (resident) reported the repair on the , Claire in Customer Service

It was raised under an urgent repair priority, which allows 5 working days to complete the work.
Tomorrow, when the appt is booked for, is the last day in which they have to repair the issue.

so urgent now means 5 days. We also find out the contractor NADC WAIT till the last minute to fix things.So after the chaos cause with my wet room (witch I’ve had no apology for) Dump you would think L&Q would want to look good.
You would be wrong. The Communal Door is a security door that is opened by a blue key fob. When I moved in a key-safe was installed for…

  • Carers
  • Care Link

If I have an emergency Care Link are to provide me assistance, however if that can’t get in, then what?

The Communal Door was first reported the L&Q on
as of this morning () it’s still broken!

The repair was raised in accordance with our policy and the target priority of the job requests that the contractor completes the job by (I had 2005 that was a mistake)

So clearly they take the responsibility of providing me a SAFE home very seriously

On our communal repair section of the system, a Mrs XXXXX (resident) reported the repair on the , Claire in Customer Service

It was raised under an urgent repair priority, which allows 5 working days to complete the work.
Tomorrow, when the appt is booked for, is the last day in which they have to repair the issue.

so urgent now means 5 days. We also find out the contractor NADC WAIT till the last minute to fix things.

Intercom

On I moved to Wood Green
My Flat has two Intercoms.

  • The main one in the Living Room was broken.
  • The Second one in the bedroom is unusable in its current location.

Bedroom Intercom

2016-08-25 11.01.43

By
Photographed in Bromley, South London




This was reported to L&Q on it was fixed within a few weeks, However, L&Q response to this fix shows the lack of sympathy and an ability to offer a safe environment.

Our Property Services Team have confirmed that the door entry handset was functional at the time of the void works, and that this was tested at this time. You reported this repair to us on , and this has now been completed by our specialist contractor NACD. Our contractor reported the following to L&Q subsequent to their visit to your home:

The handset in the lounge was found to be not working, as the cable to the handset, which used to run underneath the carpet, is now exposed and running across the doorway to the lounge, as the carpet has been lifted. The cable has therefore been damaged by the wheelchair running across it. A new cable was run around the door frame, and joined to the old cable within the cupboard, in order to complete this repair.

Upon reflection of this report, I cannot verify that the handset was not working when your tenancy commenced on 29th August 2016.

I understand that you would prefer to have a video door entry system installed in your home, so that you can see who is visiting you before you let them into the property. Whilst I fully appreciate the reasons you may want this Mr McMorrow, this would be seen as an improvement and not a repair. As we have already discussed, I encourage you to contact your Occupational Therapist so they may undertake a review of your needs and the property itself. They can then make any recommendations to L&Q, and we will of course action these once a full report is received. In the meantime, the door entry system in place is fully functional.

While true my tenancy commenced on I did not move in until so if it was the wheelchair it broke the cable in < 24-Hours! Furthermore running cables (that have been exposed by YOU removing the carpet) is a trip hazard!

Now the intercom was fixed the big issue starts. When it would ring it would scare the stuffing out of me.
L&Q said an Occupational Referral was needed. Letter

I asked my OT for the above referral

Now my previous dealing with L&Q have meant I expect a very slow response, so did not Chase up this referral (this was a big mistake)

On date the bell rang, I jumped and banged my knee on the desk.
I contacted my OT to get an update on the Intercom Referral I was horrified to learn the referral had been made on Letter – OT Recommendation Video Intercom

On date I submitted L&Q Complaint – 1 – Intercom –

On date I got a response. L&Q Letter The response say an order have been placed with NACD and has been fast tracked. It also apologies but does not explain the delay.

On date I submitted L&Q Complaint – 2 – Intercom –

On date I submitted L&Q Complaint – 3 – Intercom –

To make things more difficult the floor in my Wetroom was cracking.
Mr D McMorrow – Complaint Response As you can see this response covers the Wet Room Floor (AM/2972888-1) and the Intercom (Referral for Aid & adaptation)

It states…

This is a formal response to your letter sent on

My request to move to stage two was made ; these simple mistakes make it extremely hard for me to follow what’s going on and causes me considerable anxiety. I spent an hour reading everything before releasing it was a mistake.

In L&Q Complaint – 3 – Intercom – I ask

First a request can you please respond to future complaints individually. It helps me keep things in order.

They respond with

In relation to your request to separate the repair complaints into individual cases; this has also not
been accepted. The reason being, all the components of your repair complaint are related to
reactive maintenance repairs which is managed and overseen by Property Services. Our responses to
each item are clearly set out in a sub-headed format and segmented, making this simple to follow.

My disability makes reading and understanding long letters really hard. Recommendations made by my hospital where
“The main recommendations for anyone working with Mr McMorrow are to:

  • Present information at a slow, more ‘relaxed’ pace”

As this is a disability requirement I’d point out the Reasonable Adjustments section in the Equality Act 2010.
As a client of a “Service Provider” I’m being put at a disadvantage in the complaints process by not allowing this request. This would in my opinion be a breach of the act.

In L&Q Complaint – 3 – Intercom – I ask

Under L&Q complaints procedure I would like to raise a formal complaint at stage two
regarding the issues detailed below.

They respond with

Firstly, we note your request to escalate to stage two and have taken this in to account. However,
our investigation shows that there has been no failure in handling the stage one complaint and the delays you have experienced are not a direct result of our handling of the complaint. Therefore, we are currently unable to accept your request to escalate to stage two of our complaints procedure.

Nothing in the L&Q complaints policy give them discretion over the stage of a complaint. It says
If the issue remains unresolved after Step One

In Mr D McMorrow – Complaint Response
I was asked to email Insurance@lqgroup.org.uk

On I submitted L&Q Complaint – 3 – Intercom – This was CC’ed to Insurance@lqgroup.org.uk

On NACD attended (The visit on that had been fast tracked)
NACD moved the Intercom in the bedroom, but don’t do a portable intercom. So clearly had not been given a spec or the referral

On I sent Housing Ombudsman – 1 – Intercom – to

Housing Ombudsman Service Exchange Tower, Harbour Exchange Square,London, E14 9GE

On I received Housing Ombudsman – – Response – DR2 General Letter Complainant

L&Q’s position is that you have exhausted its complaints process and your complaint is now closed. You asked that I forward a copy of L&Q’s final response letter of 01 December 2016 to you. Please find it provided. I note that the step two complaint decision addresses renewal of the Geberit AquaClean toilet and the intercom system.

I asked as for the Final Response Letter as how it was described seamed wrong.
And never let it be said L&Q ability to look stupid has a limit. The Attachment 01-12-2016 LL final response ltr L&Q have a working time machine, It’s the only explanation how L&Q Could have written a Final Response Letter on to a complaint raise on

On I submitted Physio Letter because I’d had no response from Insurance@lqgroup.org.uk

On I had Mr D McMorrow – Complaint Response – In L&Q fansion it’s the wrong attachment!
The email helpful informs me Insurance@lqgroup.org.uk only respond to emails TO not CC. Now I’ve worked in IT for 15 odd years. There is no functional difference between TO and CC. The difference would be Personal and/or Procedural.

On I received Email 2017-07-12

We have reviewed all relevant documentation and can confirm that our Client first received the report from the Occupational Therapy Service when you wrote to them on 02/03/2017. There is no previous record of this report. Our Client was therefore not able to take any action before you sustained the unfortunately injury on 01/03/2017 as they were not on notice that any works were required.

The info I’ve got
The original email sent by my OT Holly Walker Email

Haringey’s enquired about the delay in March 2017 Email

With regards to the delays in acting upon the OT’s referral which was sent to L&Q on the 7 th December 2016. Once again, we can only but offer our sincere apologies for the service failure here. As explained this was due to an oversight by our Housing Management Team. I have noted that you do not accept our response for the delays. However, I would like to assure you that the relevant departments have been spoken to and our management team have taken steps to ensure lessons are learnt from this service failure.

And a the final nail in the coffin receive on

A report was received by us in December which only related to changes concerning the telecom hand-sets

On I got Email

We have had the opportunity to undertake a further full review of all the evidence available in this matter.
Unfortunately, we must advise that our position in respect of formal liability remain unchanged. We are of the opinion that this incident was
simply not foreseeable and that there is no causal link.
Whilst we can appreciate your frustration in respect of the delay in installing the new system, we would consider this a customer service issue and not relevant as an insurance claim.
In the circumstances, we must advise that no offers in respect of settlement will be forthcoming.
Kind Regards,

Let’s examine this. Intercom goes off, I jump. L&Q where asked to change the Intercom, L&Q did not.
It appears to me that had L&Q changed the intercom in December when asked, I’d not have been injured.

now we have

My reaction to my intercom going off. My Landlord London and Quadrant where asked in December 2016 To change this, but lost the report. This is one of three innocents L&Q do not feel is their fault. In one incident I was burnt as I had just made hot coffee.

On

Retribution

When you threaten most people with legal action, You get a remarkably better service. L&Q approach is to get worse (If that was possible)
Because L&Q are incapable of fixing the intercom. It was added to my DFG Application. I have had approval for my DFG, L&Q Need to give permission for the works. and MY OT asked L&Q for permission Email
I am taking this delay as retribution for my legal action.

Mitie

My conclusion is L&Q is run by idiots, with a CEO who is useless.
On L&Q Threatened legal action. Because Mitie had not got a response to letters I’d never received.
On The wrong address issue came to light. I received a letter address to the previous tenant. I only opened it as I could see the L&Q Logo.
Since I’ve been trying to rectify this with Richard Plummer but I’ve not had a response since

On I was given 7 day notice! The works where due to start on .

On I made a formal complaint L&Q Complaint – 1 – Mitie –
L&Q Complaint policy gives them 10 working day. That expired

On I got Email It fails to comment on the formal complaint I made.

Toilet

On I raised Stage One formal complaint. In this complaint was several things, one was My Geberit Toilet L&Q Complaint – 1 – Toilet, Intercom, Water –
The response was recived on Email
As with all L&Q communication the response raises more question than it answers.

On I submitted my objection is L&Q Complaint – 2 – Toilet – 2016-10-05
It was written with the advice of Citizens Advice Bureau and Shelter.
Accourding to L&Q Complaint Procedure https://www.lqgroup.org.uk/comments-and-complaints/complaints-procedure/ their is no time frame for a response. With my stage one complaints I give ten working days. 10 Working day from would have been 28th October 2016.

On I submitted L&Q Complaint – 3 – Toilet – 2016-11-04

L&Q ended up having to buy me a whole new toilet as the parts where not available for the old one.

On I raised Stage One formal complaint.
L&Q Complaint – 1 – Toilet 2 –

On The manufacturer (Geberit) cameout Geberit – Report –
This was the referral HSM had made on

The response was recived on Email Again the response raises more question than it answers…It states

I am sorry to hear about the delays you have encountered following the report of the Wc pan showing intermittent faults,

This is an apology for the delay not an explanation of the delay.

As discussed earlier, following an initial call-out by L&Q’s contractor HSM a referral was made to the manufacturer of the Aquaclean Wc pan. Their assessment confirms there is no fault with the installation of the toilet and it is being affected by water spillage from the shower use. As shower use s not constant, I am advised by the manufacturer it works as intended at other times when the shower is not in use. The manufacturer has recommended we install a screen between the shower and the Wc pan, however, as discussed with you we cannot proceed with this until it has been authorised by an OT.

This is not true. The manufacturer (Geberit) said Geberit – Report –

The manufacturer has recommended we install a screen between the shower and the Wc pan, however, as discussed with you we cannot proceed with this until it has been authorised by an OT.

Now this is the fun part..
The manufacturer (Geberit) make no recommendations in the report. The engineer that visited me was reluctant to make recommendation as he had no knowledge of my disability or my use of the toilet.
My OT made the recommendation on L&Q have once again lost the report! Letter 2016-12-08 – OT Recommendation Shower Spec

On (According to my Google Calendar) City Build attended to move the shower and install a shower curtain, that the OT recommended on

On I wasted 19 minutes explaining the issue to a very stupid person at L&Q who despite my objection said HSM had to attend as they where the appropriate contractor.
On HSM had not turned up so I submitted L&Q Complaint – 1 – Toilet 2 –

On The toilet was not working so again called L&Q Again stupid lady said HSM would be out in 24 hours. Shortly after another lady called back, saying L&Q would call me and no one would be out over the weekend.

On Had a voice mail From HSM. They are being asked by L&Q to come out and take photos of the toilet. Spoke with L&Q was told the lady I wanted worked with Gas not toilets! So I looked up HSM. They appear to be a Heating & Hot water company. Not qualified to install a toilet!

On I had a phonecall from L&Q. They once again have asked HSM to attend.

On I had another voicemail from HSM. No one seems to understand the problems have been caused by HSM installing the toilet wrong in the first place. Geberit – Report – outline the wrong installation
Geberit – Report – details the consequences.

On I Submitted L&Q Complaint – 3 – Toilet 2 –

On I received Geberit – Letter – In this we see on Gebrit told both L&Q and HSM the toilet was installed wrong. But nothing was done.

On I submitted L&Q Complaint – 4 – Toilet 2 – This is my last attempt to resolve this outside of court.

I have never got a response or The Information asked for in the letter.

On L&Q sent Email 2017-08-21 1545 about an investigation on
I responded with Email 2017-08-21 1604 My understanding was the Geberit – Report – 2017-04-25.pdf Was the investigation

On L&Q Responded with Email 2017-08-22 1506
L&Q explanation of another investigation is bizarre. Apparently an investigation done by the manufacturer needs assistance from L&Q

On I received Email Because of the Disrepair Notice my complaint has been closed and move to the disrepair team. They have yet to contact me.

On The inspection arranged on Was conducted. Several “quick fixes” were proposed by Geberit for L&Q to action, including installing a Shower Curtain across the bathroom. These ‘quick fixes” have not occurred.
The L&Q rep was fully aware of the Disrepair Notice and the expiration date. We agreed ‘minutes’ of the meeting and an action list would be exchanged. This has not happened.

This disrepair notice has now expired no work has been done or scheduled to be done.No one for L&Q has contacted me.

We have offered our assistance

Hi Daniel, we appreciate your frustration however, we have offered our assistance many times the best we could within our policy. If you have anything further to discuss, please DM us. Fehim







Photographed in Wood Green, North London

Lets for fun look at the “assistance”…
So in And L&Q lost two reports.
HSM Install an electric toilet under the shower, this has broken the toilet. This was reported on and has still not been fixed!
On I issued a Disrepair Notice.
On I had a meeting with Geberit and L&Q Technical Engineer,

Trevor Hennessey

He was aware of the Disrepair Notice. Was given a list of actions by Geberit. These and The Disrepair Notice have expired and nothing has been done.

The assistance i’m getting is from My lawyer, Homes & Communities Agency, Housing Ombudsman and MP. I’ve also approached Haringey Healthy and Safety to look.
Can L&Q explain the assistance?

The more I look at this the more I’m convinced L&Q don’t have a clue!


British Gas

Gas wrongly charges disabled man approximately ₤2000 and won’t refund it

In my previous flat, I was a British Gas customer since 2013. I happily paid my bill by Direct Debit. As I’m disabled I never physically checked the meter. In Mid September 2016, I Received a huge bill. Turns out there was a cross meter situation in my old flat. Turns out it was all the flats we each had other people’s meters and were paying each other’s bills! British Gas won’t refund me the payments I’ve made on the wrong meter!!

Detail

I’ve been in contact with www.ombudsman-services.org/sectors/energy After being impressed by their helpful attitude, however having the the report this was misguided and they are useless.

On I moved out of Flat 64 Rosing Apartments, Bromley, BR2 9FN (reference as BR2)

On you (British Gas) sent me a bill (Electricity_Bill_22Sep16) I’m in debit by £667.66
It appears in my bill (Electricity_Bill_03Aug16)
I was in credit by ₤12.48 You billed me ₤999.41 (3)

The bill covers until

On you read the meter as 07534
On you estimated my meter reading as 12143
This results in an estimated kWh usage of 4789.00 (1)
(see page 4 of bill dated )

On you estimated my meter reading of 12143
On you read the meter as 14950
This results in an actual kWh usage of 2807.00 (2)
(see page 4 of bill dated )

You used estimated reading in this calculation. It can not be referred to as actual

Both 4789(1) + 2807(2) Gives a kWh usage of 7596. This gives a cost of £908.48 add service charge and vat gives a final bill of ₤999.41 (3)
(see page 4 of bill dated )

What makes this reading extra special is (see page 4 of bill dated ) You (British Gas) included my usage from the same period the previous year and I only used 534 kWh
As a disabled young man with most large appliances as gas (Central heating, cooker, shower) I was surprised to get this bill. I call you for assistance, after a lot of hard work I was asked to provide current meter readings from BR2

On I asked my landlord to confirm my meter reading.
On they confirmed the reading, but the meter serial number they quote is different to what you (British Gas) quote.
On I asked the Landlord to confirm the meter serial number.
On the landlord responded confirming my serial number is Z10N019515 You have it as Z10N019509
If wrong you’ve been billing me for the wrong meter for 5 years.
After a very unhelpful conversation with your Customer Support Representative and her equally unhelpful manager, I discovered there is no simple way for you to fix this. According to the representative it’s my responsibility to conduct the “Burn Test” with the assistance of my landlord, the new residents of BR2 and the owners of Z10N019515
Firstly I have no legal power over my landlord or the new tenants.
Secondly, the ground floor residents of Rosing Apartments and myself are all vulnerable adults with a range of disabilities that may not allow for a power interruption. I myself am on your “priority fix” list due to my disabilities.

What’s more annoying is page one of the bill dated You (British Gas) say my account is fine and you’re not changing my payments! I’d say you failing in your duty to keep the customer informed.

I was beginning to feel this was a lot of effort but I received a letter from Moorcroft Debt Recovery Limited – I realized you’re incompetent.
I have been discussing this debt with you since September. I’ve said many times I can not conduct the “Burn Test” and have been ignored when giving my reasons – as above. If there is a mistake with the meter serial the compensation will have to be substantial to acknowledge the five-year mistake and the bullish attitude you’ve taken. If the serial Is correct you’re going to explain how I could use 7596 kWh of electricity.

On the bill dated on page 1 it clearly shows a direct debit
Of £212.00

On After a very rude Customer Service Agent at British Gas, I switched my provider.

After a quick google, I see this is a common tactic. Until you provide me with and accurate bill and explain the usage I will not be paying. Your welcome to take me to court.

ombudsman-service

The final report from the Ombudsman is repetitive and incomplete!

Following the investigation, my decision is that British Gas should:
• apply the Energy UK Code of Practice for Accurate Bills (often referred to as The Code) to the account, and remove charges for unbilled energy usage that are dated more than 12 months from the date of the first accurate bill;
• re-bill the account using the correct electricity meter serial number of Z10N019515 using the closing meter reading of 15035 on 1 September 2016;
• confirm in writing that if you identify British Gas has added any adverse payment information to your credit file due to these issues that have occurred on your account, on receipt of written proof of this from you, it will remove such information and confirm to you in writing on completion of this; generated
• issue a written apology for the inconvenience these issues have caused, which includes an apology for any inconvenience caused by referring the account to external debt collection agencies;
• offer you a payment plan which takes into account your ability to pay;
• credit the account with a £100 gesture of goodwill.

The report disagrees with my assertion of being a British Gas customer for five years. British Gas claim I’ve been a customer since 2013. This fails to acknowledge that I moved into BR2 in 2011. The account would have been in my partner’s name but would have been for the same address. I, however, have lost the will to argue. So will accept 2013

The report talks about Energy UK Code of Practice but fails to provide either the code or a link. A google provides The Code

On Page 10 of The Code we have

5. Back billing

If your supplier is at fault and has not sent you an accurate bill, they will not ask you to pay any extra for the energy you used (and for which you did not receive an accurate bill ) more than one year before they issued the bill.

If we accept I’ve had an account since 2013 (i don’t) and if we accept i’ve been paying £21 a month.

We have to conclude
£21.00 * 96 = £2058 The amount I’ve potentially paid on the wrong meter.
£21.00 * 12 = £252 The amount my Direct Debit has paid for the last year.

That a difference of £1806. British Gas have offered < £30 as a refund.
The “Back Billing Code (above)” says nothing about limits on refunds or ignoring payment made due to the error.

The report also states 15035 on . Is the closing meter reading however it does not explain how a bill was generated from this.

The report fails to comment on

  • The wording of the Bill in
  • This in my view is a breach of The Code
    “Suppliers will use all available information to produce accurate and clear bills, on time.”
  • The Code also states… 3.5 Your supplier will make sure that they check unusually high or low bills before they send them out.
    The bill had me list as using 7596.00 kWh (£999.41) given the exact year prior I used 534.10 kWh
  • The unauthorised taking of £212.00 on the bill dated
  • A breach of the Direct Debit Guarantee
  • The instance of British Gas I perform the Burn Test despite telling them I was disabled.
  • This in my view is a breach of the Equality Act 2010 As a Reasonable Adjustment

British Gas Electric Meter


British Gas Electric Meter. Showing the correct meter number

service complaints




Lack of service from the Ombudsman Service

On I contacted the ombudsman (as above) so far I’ve had no acknowledge of my complaint, as such my assertion of them being useless stands.

UPDATE

I got Letter 2017-05-08
I attempted to call the 0800 number and was promptly cutoff by the automated system. So i’ve given up.

UPDATE

On I contacted the ombudsman (as above) with the help of EHU the ombudsman responded. The person I was complaining about looked at the complaint! And surprise surprise found nothing wrong.

UPDATE

I got Call Us 2017-05-17. I initially believed this was due to Leaving these cowboys and was the final bill for my current address. However it’s for BR2 9FN!
Despite the several complaints, the Ombudsman and EHU being involved British Gas feel Harassing a disabled man is ok.

UPDATE

After a very unhelpful call with British Gas I was told several times I did not have an open complaint!
Yet found it with the address, not the Customer Ref Number.
When asked why I left British Gas, it’s due to this level of incompetence.

UPDATE

British Gas will not longer discuss the complaint with me

My aim now is to go public. All correspondents will be published.

UPDATE

UK Energy (the people who wrote the code) have give me Billing code scenarios
This document is weak it explains nothing. However…

7. I have received an unusually high bill. What should I do?

There are many reasons why your bill is higher than expected.
This could be due to a change of use, or your supplier receiving actual readings which are higher than their previous estimated readings. Remember there are significant changes in energy usage between summer and winter, which can result in your bills being higher than expected as can a change in your circumstances. Check that the details on your bill are the same as the details on your meters and that you have accurate meter readings. If you are still concerned, contact your supplier

Again had British Gas followed 3.5 of the code 3.5 Your supplier will make sure that they check unusually high or low bills before they send them out. and checked with me about the 7535 kWH usage this issue would have been discovered in August 2016

UPDATE

If their was a theme to this saga it’s that British Gas are incompetent
Email 2017-6-07 from this we see.

This matter has already been before the Energy Ombudsman, and you did not accept their decision. For the avoidance of doubt, back billing credit was already applied to the account in the amount of £620.17, leaving a small balance of ₤24.07 for you to pay. As per our earlier telephone conversation, I confirm I wrote off that amount as a gesture of goodwill leaving the account with a nil balance.

So the ₤24.07 has been written off. We also see they have provided a bill detailing how this ₤24.07 was reached.
Statement 2017 04 27

& both have an estimated reading of 15035
The reading of 15035 would have been from the wrong meter serial number.

Old

The 15035 on the wrong meter



The 15035 on the wrong meter

New

The 15035 on the new meter



The 15035 on the new meter

The reading of 15035 has never been explained

It appears on the bill dateed so must be from when the meters where crossed.

UPDATE

My MP catherine west www.catherinewest.org.uk is a star! I got the following… Letter 2017-06-16 – From MP

As you can see British Gas repeat the lie that this has been to the Energy Ombudsman. They give some dates The Energy Ombudsman Ruled on The bill (with the ₤24.07 debt) was produced on and not given to me until
So this bill has not been referred to the Energy Ombudsman.

We now have… British Gas – OS Complaint 5 – 2017-06-19

The crossed meter issue has been investigated by the Energy Ombudsman this bill produced on has not been looked at by The Energy Ombudsman and Citizen Advice Extra Help Unit.
The Back Billing Code was applied to my account and the bill of was the result.

This Bill resulted in a £24 debt on the Account. British Gas have written off this debt.

If we look at the statement, on page 2 under section 4. We can see two readings
1 Sep 2016 – we read your meter = 15035 (Meter S/N Z10N019509)
Electricity_Bill_22Sep16

1 Sep 2016 – we estimated your final meter reading = 15035 (Meter S/N Z10N109515)
Statement 2017 04 27

Now 15035 is the same final reading you gave on both bills.

I did not approach British Gas about the possible cross meter until I received the bill dated 22nd September 2016. So they are using the wrong meter reading again.

You have never explained where 15035 came from and why it’s on both bills.

British Gas are refusing to Engage on this say I need to ask the Ombudsman or seek private legal help.
As a disabled man on benefits, legal action is so far out my reach it’s funny.

Daniel McMorrow

Move – Bromley to Haringey

On I called Social Care, I was moving from Bromley to Wood Green. As a disabled man I have a lot of equipment from Bromley. A bed with air mattress, Hoist & Shower chair. And a care provider, who provided me with 4 calls a day 365 days a year.
I was informed it was not their responsibility…
On this was confirmed in email by Susan… email

On I made a formal complaint via phone. This complaint was confirmed by letter Complaint 2016-07-28

As you can see the crux of my complaint has been understood.

You state you will be moving to Wood Green but say that you have equipment that needs to be moved to your new address. Your complaint is that the council has no procedure in place for service users who move

On 2016 a response to my complaint was received.
dm-p158362-response-to-complaint

You will notice it totally avoids the question that was confirmed on .
It ignores the obvious lack of a procedure and appropriate training as the answer given by Susan on and supported by OTs was totally wrong.

It however, agrees to assist in the move.

From the until (my move date) Bromley made more and more mistakes.

On I was informed by Haringey that they were still not aware of me and my needs. I again spoke with Social Services and was assured Monica Blake who was dealing with my move would call me back in 5 minutes.
At (10 minutes after Monica Blake was due to call) I called again and made another complaint with Mario Giannini. He was very apologetic about the lack of action and appeared to understand the urgent requirement and was going to raise the issue with someone one other than Monica Blake.

This never happened, no one from Bromley has called me to Discuss the delays and lack of support from Bromley.

Monica spoke with my mother (Mrs Pauline McMorrow) it transpired Haringey where informed on Of My care needs.
Effectively giving a fellow Council three working day (due to being a Bank Holiday)

XXXXXX Care are the care provider picked by Bromley to look after me in Haringey

I’ve seen an email to XXXXXX Care dated providing them with the wrong address.
Again this would appear to have been rushed. As such XXXXXX care had very little time to prepare for my care needs. I had given Bromley over a month to arrange my care and equipment.

Bromley have blamed this wrong address on information they got from my mother. I have never giving Bromley permission to speak with my mother. Something as important as an address would be given by me via email.
When I was in Bromley I was subject to the BedRoom Tax as I had a spare room. So in effect reducing my Housing Benefit, with an aim to make people move without having an effective process to move people. I’d strongly claim this is Obtaining Money by deception.

On I made a second stage two formal complaint.
An SAR request for all my records including communication between Bromley and Haringey.
An FOI request for the move procedure.
In my email of I requested an acknowledgement of my complaint.
Bromley Complaint 2 – Move –

@danielmcmorrow Hi there’s one stage for adult social care complaints with local authorities.
Link to Tweet

This would suggest my second complaint off was not needed and the non-response of would allow me to approach to LGO.

I have time and time again given Bromley a chance to address the concerns I have, they have chosen to ignore me. So I’m now going public. I do not want money I just want answers.

So my feeling on the ICO have never been hidden.
I think they are jumped up tits who could not find their way out of a wet paper bag with a map. They hide behind the very legislation they fail to uphold. Time and time again they fail and occasionally make a fuss when its a high profile case.
On I made both a FOI and SAR. These have 20 and 40 day time limit.
My initial complaint was put to the ICO on
On A Graham, Walton emailed me

I am very sorry that we have not provided a response. However, I can find no trace of your request having been received by our coordinators. Could you please let me know how and where it was sent, so that I can establish what may have gone wrong and take any action needed to correct this.

It was not until ICO – Decision –

The DPA & FOI Acts breaches have been reported to the ICO

LGO – Bromley – 2017-02-10 – Final Decision
It states…

The Council says it does not have a policy for moving adults from one area to another, but says it will add this to the list of tasks to be completed by its Editorial Board which meets quarterly.

That’s important.

It also states…

After receiving my draft decision statement, Mr X was aggrieved that the Council had continued to charge him a contribution for the six weeks for which it funded his care. He said it only charged him because it had delayed in transferring his case to the new council.As Mr X received the care for which he was charged a contribution, however,he did not suffer any injustice as a result of the charge

Now the Care Act, That the LGO quote in the Final Decision says…

Also I question your interpretation of the care act…
continuity-of-care-and-support-when-adult-moves the relevant suctions are under Continuity of care and support when adult moves parts 37 & 38

Under …

38. (1) If, on the day of the intended move as mentioned in section 37(1)(b), (2)(b) or (3)(b), the second authority has yet to carry out the assessment or assessments under section 37(6), or has done so but has yet to take the other steps required under this Part in the adult’s case, it must—
(a)meet the adult’s needs for care and support, and the needs for support of any carer who is continuing as the adult’s carer, which the first authority has been meeting, and
(b)where the first authority has been keeping a care account in the adult’s case, itself keep that account on the same basis as the first authority has been keeping it.

Too me the above suggests it should have been Haringey (the second authority) that paid not Bromley (the first authority)

On
As A result we have LGO – Bromley – Decision Review –

On
LGO – Bromley – Decision Review 1.3 –

On
LGO Letter 2017-03-10 so we have LGO – Bromley – Decision Review – 1.2 –

On Given the errors made by both LGO and Bromley I made the very kind offer of… Bromley – Decision Payment – 2 – 2017-03-22

Hello,
I’ve today received your confirmation of money owed to Bromley.
I have major issue however propose I will not cash and will return the £250 cheque award to me by the LGO as compensation for your failings. You will accept this as full and final payment of the amount due ​ £374.70 Of cause if this is not acceptable I’ll consider legal action in form of Judicial Review as I maintain the LGO are misinterpreting the Care Act.
Daniel McMorrow

On I got XXX. I made the offer on So after 65 days (45 working days) after the offer was made, Bromley said no.
We now have…
A SAR Bromley – Decision Payment – 3 –
A FOI via what do they know

Dear Bromley Borough Council,
I am writing to make an FOI request for all the information to which I am entitled under the Freedom of Information Act 2000.
Please send me original recorded information, which includes information held on computers, in emails and in printed or handwritten documents as well as images, video and audio recordings.
If this request is too wide or unclear, and you require a clarification, I would be grateful if you could contact me as I 
understand that under the Act, you are required, as a duty, to advise and assist requesters.(Section 16 / Regulation 9).
ICO guidance: https://ico.org.uk/media/for-organisatio…
If my request is denied in whole or in part, I ask that you justify all deletions by reference to specific exemptions of the act.
I will also expect you to release all non-exempt material. I reserve 
the right to appeal your decision to withhold any information or to charge excessive fees.
If any of this information is already in the public domain, please can you direct me to it, with page references and URLs if necessary.
Please confirm or deny whether the requested information is held (Section 1(1)(a) and consider whether information should be provided under section 1(1)(b), or whether it is subject to an exemption in Part II of the Act.
If the release of any of this information is prohibited on the grounds of breach of confidence, I ask that you supply me with 
copies of the confidentiality agreement and remind you that information should not be treated as confidential if such an agreement has not been signed.
I request that the response be provided to me as electronic copies, via WDTK.
The information should be immediately readable – and, as a freedom of Information request, not put in a PDF or any closed form, which some readers may not be able to access.
I understand that you are required to respond to my request within the 20 working days after you receive this letter. I would be grateful if you could confirm in writing that you have received this request.

Has Editorial Board met since February 2017 ?
If Yes
What was the agenda ?
Where all matter discussed ?
I would like an itemised list of documents either produced or reviewed by the board…
If No
When are they due to meet ?
What is the agenda ?
How many people on the board ?
Are all Council Departments Represented ?
What are the aim of the board ?

Yours faithfully,
Daniel McMorrow

www.whatdotheyknow.com

I got Bromley – 2017-05-31 – Response-to-Complaint As you can see My request of said evidence of permission In Bromley’s response their was no evidence of permission. So We have Bromley – SAR 2 –

In The LGO LGO – Bromley – 2017-02-10 – Final Decision it states…

Mr X complained to the Ombudsman about the length of time the Council had taken to transfer his care to the new council. He said the social worker had only given the new council three days’ notice of his transfer. He said the care agency had missed the first call because it had been given the wrong address, but the Council had tried to say it was his mother who had given the agency that address.He is now happy with the care service he receives

And

On the District Nursing staff told the social worker that they could not order Mr X’s new
equipment until he registered with a GP in the new council area, as they worked to individual GPs. When
Mr X’s mother telephoned the new council (as advised by the social worker) to check arrangements, the
member of staff at the new council said they did not have details of Mr X.
On the District Nursing staff told the social worker that they could not order Mr X’s new equipment until he registered with a GP in the new council area, as they worked to individual GPs. When Mr X’s mother telephoned the new council (as advised by the social worker) to check arrangements, the member of staff at the new council said they did not have details of Mr X.

So the Social Worker ​recommend mother contact my new council.From the wording of the document I understand Social Worker​ works for Bromley.
In ​my SARs ​shows Bromley ​employees Monica Blake,​ Tameka Morrison ​and Jo Fielder ​spoke
with my mother Pauline McMorrow ​now either you did speak with her or the SARS ​is fictitious

Either Bromley broke The Data Protection with regards to talking with my mother or the broke it with forged SAR disclosure.

Dear Mr McMorrow,
Thank you for your request received yesterday under the Freedom of
Information Act for information relating to an Editorial Board.

I am not aware of this body. Please contact me if you have any further
information that might explain what it is and I will endeavor to provide
the information that you require if we hold it.
Thanks,
Graham Walton

This would suggest Bromley lied to the LGO when they said.

The Council says it does not have a policy for moving adults from one area to another, but says it will add this to the list of tasks to be completed by its Editorial Board which meets quarterly.

I made a the above FOI request using www.whatdotheyknow.com. FOI Requests Have a 20 (working) day limit. Bromley yet again failed to respond.

Dear Bromley Borough Council,
Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Bromley Borough Council’s handling of my FOI request ‘Editorial Board’.
I have once again referred this to the ICO.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/editorial_board

Yours faithfully,
Daniel McMorrow
www.whatdotheyknow.com

I’m more and more convinced Bromley is run my failed used car salesmen. The ineptitude and stupidity is amazing.

Today I received Dom 2017-05-08 till 2017-06-04
I’ve lost count of the number of time I’ve told Bromley I won’t be paying.

I keep getting invoices from Bromley. It’s embarrassing. However it reminded me to contact The LGO *again*
I pointed out Response –

It clearly says

An interim care package of six week was arranged and funded by LBB to ensure as smooth a transition as possible

My main objection apart from Bromley saying they would or Care Act Parts 37 & 38 being totally different. Is the amount
£62.45 x 6 (weeks) £374.70
When I move to Haringey they assessed my cage as £54.73 x 6 (weeks) £328.38

AO

On night I was left. With a confident feeling, after a very helpful gentalman from Ao (ao.com) was super friendly and professional!

I was buying my mother a cooker after Argos having sent weeks giving the her run-a-round -The young man from ao setup a 3 way call between me,my mum and himself so we all understood what was happpining. I was very impressed (as a disabled man I buy ALOT online) 

On morning I thought I should tweet ao about the impressive service. Thankfully I forgot.

Because (Day of delivery) my mum was told the order was cancelled

Apparently as the billing address and delivery address are not the same it failed security.

A. They had taken the money from my account, so presumably my bank think the transaction is ok. It’s a large amount so I understand having extra security but would these not be better placed before the money is taken? If it was a scam you’ve now taken my money, this caused me to go overdrawn and I got fined by my bank. 

B. Why when we placed the order , where we not told. They had both addresses at the start so why not inform us at the start?
As a geek I know writing a computer program to do this is trivial.

I currently waiting for a manager to call me back (by 12:30)
His excuse is the system cancelled the order. They have know way of knowing if it was the dirrences in addresses that stop the other. In other words and oder can be cancelled for any reason.

Amazon

When Amazon they f*ck it up they really go all out!

I’ve wasted enough time complaining to Amazon the convenience & the simplicity of buying from Amazon is then wasted on their often pointless customer services.

Issues from 1st January 2021.

Had a phone call from

Executive Customer Relations (Department)

it was mostly pointless as they did not fill me with confidance she could see my point,
However I dd learn that the Email managingdirector@amazon.co.uk is/was working.
The question becomes now why have the ignored 60 of my emails?
Examples: One

They respond, then go slient.

Twitter Message

Dear Daniel McMorrow,
My name is

Mritunjay

and I work within Amazon

Executive Customer Relations (Department)

Please accept my sincere apologies for the inconvenience caused with regards to the delivery of your Order 204-2253092-7819539.

I have checked the above order for you and confirmed that there was no delivery instructions added to your above order.

As per latest tracking on the order it say that it was delivered on . (

Yes, I have the picture of driver without a mask

)
Could you please confirm if you have received the above order if not then we will take appropriate action.
Should you require any further assistance kindly contact us back we will be more than happy to assist you.
I hope this helps. We look forward to seeing you again soon.

Mritunjay J

Delivery Instructions still not being followed.
At best you could claim stupidty, at best balled-face-lies! On my MP was told

We have worked with the Delivery Station team which manages the deliveries for Mr McMorrow’s parcels and have ensured that Mr McMorrow’s requirements have been relayed to the relevant teams to ensure that his delivery will be compliant with his specific requirements.

Package on the floor

Dear Mr McMorrow
Thank you for your email below.
We understand that a member of our

Executive Customer Relations (Department)

team is coordinating a response and will be back in touch again shortly to confirm how you can proceed with your data subject access request and also address the other matters raised.
Regards,
For and on behalf of Amazon UK Services Ltd Legal Department

Before I sue Amazon and Amazon Logics into the Ground for disability discrimination any final words.
Mr McMorrow

I was talking on twitter and…


mY ORDER was delivered. Not only was the driver not wareing a mask. He haded the item dirctly to my career.

Thank you for this update.
I’m sad to say no one has been in contact with myself.
The claims made by Amazon are simply not true. 24×7 customer service is pointless as each section of Amazon is independent. So my case was being locked after by ECR Executive Customer Relations but when you call the published help number they can only email ECR. Who when they respond do via email not phone as requested.
See www.mage-net.net.net/amazon
Daniel

Dear Daniel,
Further to my enquiries with Amazon on your behalf, I have now received the response copied in italics below. I am pleased to hear that the Customer Service team have been in touch with you directly, and I understand the Delivery Station team managing deliveries to your home have ensured your requirements are relayed to the relevant teams.
I do hope this update is helpful and am glad I have been able to assist.
Best wishes,
Catherine

Dear Catherine,
Thank you for your email on behalf of your constituent Mr McMorrow. I lead Amazon’s public policy team in the UK and Ireland. Please accept my apologies for the delay in responding to you.
I am sorry to hear about the problems Mr McMorrow has experienced with the delivery of parcels. I wanted to provide an update on the matter since bringing this to your attention.
Customer obsession is one of Amazon’s core principles and it is at the heart of everything we do. We are grateful for all customer feedback we receive and continually make improvements to our services.
We have very high standards for our delivery service providers. The vast majority of deliveries are received without issue. However, in the rare case where something occurs we work hard to investigate and Amazon Customer Service is available 24/7 to help customers with any matters related to their package delivery.
We have worked with the Delivery Station team which manages the deliveries for Mr McMorrow’s parcels and have ensured that Mr McMorrow’s requirements have been relayed to the relevant teams to ensure that his delivery will be compliant with his specific requirements. The team will be able to monitor the situation and to ensure no further issues are encountered. The Customer Service team has also been in touch with Mr McMorrow directly to update him on the matter.
Best wishes,
Director, Public Policy UK & Ireland
Amazon UK

Bob Neill

So today I got a “leaflet” in the post telling me all about the wonderful work of my local MP. Bob Neill.

I’ve never had the misfortune of meeting him, I think this is for the best being arrested for GBH maybe look wrong. 

So I calmly read the “leaflet” and can’t help feeling sorry for Bob he’s clearly ill! His lies are clearly having a toal.

Dealt with over 6,100 letters and email from constituents

Lets examin that…
Conservative (Make of that what you will)
Bob Neill MP
I emailed Bob Neill on on I got a response from Vanessa Michna using Bob Neill’s email address.

In my email, I talk of making a formal complaint, the CQC & ICO.
This indicates I’ve got a little common sense. Vanessa Michna response was patronising. And I have no idea if Bob Neill saw my email.

A quick google gave me www.theyworkforyou.com from this we learn…

Voted moderately for greater restrictions on campaigning by third parties, such as charities, during elections

Voted moderately against a referendum on the UK’s membership of the EU

Voted strongly against paying higher benefits over longer periods for those unable to work due to illness or disability

Voted moderately against raising welfare benefits at least in line with prices

Mr Neil is against free Speach & not supportive of less fortunate people.

UPDATE

So clearly Mr Neill hates being exposed as a rat.

Blocked by Bob Neill MP

Blocked

Blocked by Bob Neill MP

Now as a disabled man Twitter makes correspondence very simple. we see above that email is pointless (There are no assurances that Mr Neill even see it)
I could attend his advice surgeries however this poses another set of problems, such as disabled facilities at the venue.

I’m not sure but “blocking” a constituent is not very democratic.

foxtons

I can’t stand pointless letter, it’s a waste of my time. Foxtons hav recntly sent me TWO such letters.

The First

Trying to get me to sell my home. This would be a little less annoying if I acutely owned my home! And a property company not checking I’m a homeowner seamen a silly mistake.

The Second

To me as landlord trying to get me to advertise my property.

To Foxtons, send me any more pointless letter and I’ll send an invoice for my time!