LBH/12815622

Written by: Daniel McMorrow (dmcmorrow@mage-net.net)

  • Submitted
  • Acknowledged
  • Response Due
  • Response Actual: (25 days [from Submission])
  • Submitted
  • Response Actual: (15 days [from Submission])

Background

Being disabled often means things need adaptations to work for me. These adaptations often take the form of DFG or Disabled Facilities Grant.
Essentially it’s a grant to pay for these adaptations.
In reality it’s a bureaucratic hellscape that’s often not actually worth the hassle.


My two major adaptations have been my wetroom floor (which took seven years) and my garden lift (which took eight years and is still not 100%).



LBH/12815622 was logged as Your complaint about issues with existing adaptations. It didn’t focus on a specific concern but offered a general overview.

Acknowledgment

The complaint was acknowledged but unsigned.

The acknowledgment refers vaguely to an appropriate officer without identifying who they could be.

—The Stage One Response

If you are unhappy with my response, you can ask our Feedback & Resolutions team to review your complaint at the second stage of our internal complaint’s [SIC] process. Please let the team know what your desired outcomes are, this normally must be done within six months of the response. Their contact details are: Email: S2Complaints@Haringey.gov.uk.

— AHC Complaints [Unsigned]
Discuss this point
As we have seen this is entirely wrong. Haringey Council referred to this as Wrong Template I reported the error on (same day I received the response) to Kerine Smith I chased and I finally got a response from Kerine Smith on

—The Stage Two Response

Please accept my apologies for the delayed response. Further to your email dated 23.8.2022 requesting an explanation of why your concerns around your adaptations were dealt with under the two stage corporate complaints policy not the one stage Adult Complaint policy. This was pertaining to reference: LBH/12815622 I have consulted with the Corporate Feedback Team and been advised that response sent was on the wrong template. It should have been dealt with as a service request rather than a complaint and for that I apologise.

— Kerine Smith [Service Manager Integrated Care]
Discuss this point

This response Kerine Smith officered apologies for they delay. I have more chance of finding the Lost City of Atlantis then me accepting the fake nonchalant insincere apology. I raised the error minutes after I discovered it. I took the 12 working day to address and correct this mistake.

Outcome

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