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"{the weaknesss of] the council's own complaints procedure is that the officers who are the problem also deal with the complaint! What is worrying they don't seem to understand what 'conflict of interest' means. As for the Local Govt. Ombudsman - what a complete waste of time, no teeth, as much good as a chocolate teapot."Hounslow's complaints procedure is essentially that introduced by the Conservative led Administration 2006/10. The aim was to radically improve customer satisfaction with the process and reduce the number of complaints ending up with the Ombudsman. This aim was achieved.There are three stages in the Council Complaints Procedure. You can stop at either stage one or two if you believe that your complaint has been dealt with in full and you are satisfied with the result.At the first stage the Manager of the Department concerned investigates and if necessary puts remedial actions in place (including compensation). This is sensible way to deal with complaints - the officers concerned are likely to have a good hands on understanding of the the issues and be able to pout them right quickly. Most complaints are now sorted out to everyone's satisfaction at this Stage.If the complainant is not happy with the result of the first stage then the complaint goes to the second stage where typically the matter is escalated to the Assistant Director Level. Yes there is a potential conflict of interest but only a fool would try and hide mistakes or maladministration in their department.At the third stage a complainant who is still dissatisfied can have their complaint adjudicated by a panel of three councillors (drawn from wards in which the complainant does not live).I have sat on a number of these panels and complainants are almost all very happy with the results.The fourth stage would be to appeal to the Ombudsman.***********************    The 2015/16 Annual report of the Local Government Ombudsman says that 96% of their clients were happy with the outcome of their complaint and the service that they received from the Ombudsman.

Cllr Sam Hearn ● 3301d

I don't know whether Councillor Hearn realises it or not but his comments  just serve to underline everything I have been saying about the "Opposition" on this Council for some time.I have no doubt that the residents of Staveley Gardens are well served by their ward councillors, and indeed that other Chiswick Conservative councillors represent their own constituents with equal diligence.  But when you are, as Councillor Hearn himself puts it, the only opposition party on the Council your task is to speak up not only for residents in your own ward but for people across the borough, taking the administration to task on issues on which Hounslow residents across the board are being let down. This emphasis on strictly parochial issues to the exclusion of all else suggests that the local Conservatives have now completely given up any hope of ever forming an administration in Hounslow and are instead concentrating all their energies upon ensconcing themselves ever more deeply in their own W4 comfort zone.  An "Opposition" which is content to feed upon the scraps thrown to them from Curran's table, not quite haute cuisine but enough to sustain them in their own little backyards in perpetuity whilst the Dear Leader gets a blank cheque to wreak havoc everywhere else.I ask you, would a councillor who had any interest whatsoever in the wider borough seriously suggest that residents who wish to become involved should travel to the Civic Centre and listen to a bunch of politicians in their natural habitats droning on about fiscal policy?  How about said politicians spending some time in the community attempting to find out what the issues are that actually concern people rather than the dull tedium which seems to inspire them?Hounslow does not have an "Opposition" in the Council Chamber, just an administration on one side and its own little brother sitting opposite, quietly nodding.  The real opposition is on the streets, and that is the only opposition which seems willing to hold Curran and his cronies to account - hence his crude attempts to silence it.

Phil Andrews ● 3305d

A few facts:Steve Curran was elected leader of the Council for a four year term. It is virtually impossible to remove him from his post if he does not want to go - does this perhaps remind you of another Labour Leader? Steve Curran was elected to his role by the Hounslow Labour Councillors. In the first instance it is up to them to indicate that they wish him to stand down or lose the Party whip. It is up to the local Labour Party if it so chooses to censure him and/or not to re-select him as a candidate in May 2018.The Slattery Case that I assume you are referring to only indirectly relates to Steve Curran's position as Council Leader. Some say that that his reaction in a stressful situation was inappropriate. However it a quite a large mental leap to say that his actions in this single case (not directly part of his role as Leader) should lead to him being asked to stand down as Leader of the Council.If "concerned local residents" really wish to see what Hounslow's only Opposition Party is doing then they should turn up at Borough Council meetings. This week they would have seen some constructive collaborative working but also much constructive criticism based on detailed research and meetings and discussions with officers.      It is becoming increasingly obvious that after ten years of a council tax freeze Labour's financial plans are unravelling as evidenced by the £8.9m overspend in 2015/16 and the recent admission that many key cost savings are now regarded as unachieveable and that there are NO contingency funds to draw on. Labour complains that local government is being starved of funds does not remove from councillors the responsibility to provide comprehensive and high quality local services. If Labour Councillors cannot deliver on this they should not have stood for election in the first place.Labour's commitment to more citizen engagement, fully supported by the Conservative Group, has finally resulted in the publication of a Consultation Charter. However it will come as no surprise to long time residents of Brentford that the Lead Member confirmed that if the residents chose the "wrong option" in a consultation then the Council will simply override the wishes of residents and impose their own preferred solution. Citizen engagement and local democracy at work or just more of the same old same old "we know best"?  So its not all about "Cherry Trees".I presented a petition from 61 residents of Staveley Road at this weeks Borough Council meeting. Yes it was about Cherry Trees. Punch "Chiswick Cherry Trees" into Google and you will see what the fuss is about. I had to present the petition by hand because it appears that the original petition (sent by recorded delivery) has been lost within the Civic Centre. I did this to try and ensure that residents' complaints would be answered as speedily as possible and not be delayed by apparent administrative malfunctions.     

Cllr Sam Hearn ● 3306d