Your complaint about lack of update from

Cheng Candace

successor

I have said before the LGO could not find a way out of a wet paper bag with a map, compass and clearly marked exit signs.
This complaint takes a major detour in my normal MO with complaints. In my other complaints I had a physcial problem. e.g A broken Hoist
With this issue I was helping (or trying to)
had been in contact with me following several complaints about the DFG process and wider concerns about Adult Social Care being ineffective.
Because I had no physcial problem i had no daily reminder of this complaint.

• Catalyst Event N/A
• Submitted 08 September 2022
• Acknowledged 13 September 2022
• Acknowledged Response 23 September 2022
• Actual Response NONE

The acknowledgment states the reference number is LBH/12985922

On 18 July 2022 mailed me saying she is leaving Haringey,
and a lady called Kerine Smith will provide an update to you in due course on the actions that came out of our last meeting


On 13 September 2022 I received the unsigned email from Corporate.Feedback@haringey.gov.uk
The acknowledgment said a response was due by 23 September 2022 and logged via the NHS and Local Authority Statutory Complaints Procedure at Local Resolution
As email was unsigned accountability is impossiable.

On 29 September 2022 I received the unsigned email from Corporate.Feedback@haringey.gov.uk
I received an email from Corporate.Feedback@haringey.gov.uk saying they needed more time. After the complaint deadline.
As email was unsigned accountability is impossiable.

On 30 November 2022 As I had recived no response at all from AND sufficient time has elapsed since I made the complaint. I forwarded it to the LGO

Twist... (AKA Incompetence)

So 17 January 2024 Isabella Deller-Wiggan emailed me using the ach.complaints@haringey.gov.uk email

As you may have guessed the reason for the email had absolutely nothing with LBH/12985922
I would like to express my deepest thanks to Isabella Deller-Wiggan. Without Isabella Deller-Wiggan bring LBH/12985922 to my attition I would have forgotten about it.

LGO Involvement

As we see above I had asked the LGO to action the complaint.
I assumed, Because The LGO are ineffective this would have been a polite letter telling asking to act.
Until Isabella Deller-Wiggan email of the 17 January 2024 I have forgotten all about this.
The LGO have declined to declined to action the complaint, citing it is out-of-time AKA to old.
They won't process a Service complaint for not logging the complaint as asked on 30 November 2022 again Because the Service Complaint is also out-of-time
This completely ignores my physcial disability (I do have a TBI) and an extrmley bad memory
and more importantly I only became aware of the non-response on 17 January 2024 Because of Isabella Deller-Wiggan
The LGO has now refused to discuss or follow my Reasonable Adjustments in provideing a phone call.

Cause and Effect

The LGO Have an inability to hold council's like to account, this results in extremely poor outcomes for Residents.
Expecting (or any large Organization) to get everything correct this first try is an impossible standard
But a robust process should extist for redres of complaints with An emphasis of correcting the mistake and then strong learning processes to identify what went wrong and possiable ways this can be handled, so mistakes are not repated.
An old adage in carpentry is to Measure Thrice, Check Twice and Cut Once.
The LGO have already berated over it's 4 years of extrmley poor complaint handling. With specific concerns about their lack of cooperation with LGO Involvement.