AlanWith respect I fail to see how making a system which already fails complainants even more lax could be described as "progress".I don't see any real connection with Access Hounslow, which is a project designed to make the Civic Centre and its operation more easily accessible to the general public, with particular emphasis on those with disabilities.My comments about the present service are based upon my own experience, and on the associated presumption that complainants who route their queries through elected members do not receive an inferior service to those who do not. I also base them on the observations of many constituents, who have come to me for help after having been unable to elicit a response themselves, substantive or otherwise.In the case of Hounslow Homes, there is as you know an issue with the Managing Director which appears exclusive to community councillors, so I have no way of knowing whether the obstructions which we face are peculiar to us or whether other elected members experience the same problems. However, where other departments are concerned (Traffic being the most obvious example) it is the rule rather than the exception that a computer generated "response" is forthcoming shortly after a query is submitted, followed almost invariably by an indefinite silence. I have spoken to other members (including Labour members) about this and it would appear that they too have the same problem. There is no reason to believe that a member of the public making a complaint independently of an elected member would receive a better service.In my view we need clarification as to what a complainant should be entitled to expect in response to a complaint. When this issue is addressed then it may be prudent to consider whether or not officers should reasonably be allowed more time in order to deal with complaints, but not until.
Phil Andrews ● 7159d