I had to resort to building a call-tracking system (similar to those used in helpdesks/call centres) to deal with processing, progressing and monitoring progress of complaints through the HBC mechanisms setup to handle them. This allows detailed communications records to be tracked, per issue, along with evidence e.g. photos, video etc. It also tracks and measures the dept's response times against their stated targets which, if they do not offer-up, you must document back to them.HBC uses the number of complaints/complaints escalated to the Ombudsman as one of its key measures of success (the lack of properly logged complaints was one the reasons Hounslow Homes won the top, national award for excellent provisioning of service etc in December 2005).Therefore, make sure you get a logging reference from HBC. This means it is on their system and will be measured when they are next audited.
For years & years I thought that the friendly and reasonable chats that myself and other residents of our estate were having with HBC representatives (during which much scribbling onto clipboards was done and encouraging noises made) were sufficient to ensure that issues were effectively raised and dealt with.Unfortunately, I couldn't have been more wrong. It's as boring as hell but there is really no way round acknowledging that you need to set aside some considerable time and effort to seek a positive outcome with your issue(s).Another key tool is the internet. With an election looming, there is no better time to start a public blog and circulate its URL to all that can either a)support you (councillors etc) and b)excercise their authority to expedite your case.You can see examples of this at the following URL and the links from it:Borough WatchThere is a link at the top of the page to create your own blog. It free and very powerful.I would suggest posting evidence there e.g. sound files of the noise - you can even record these on your mobile phone or camera etc as a video clip and host them at http://www.youtube.com/ with a link to them from your blog - as well as communications and responses (or non-responses) from the parties dealing with the issue.All these tools are at our disposal, for free and can be persuading factors in encouraging those whom we entrust and pay to have the mandate to resolve these matters to actually do something.Combining the above with contacting your local press is also an effective strategy.If you would like your issue posted to an existing blog you can send it to Boroughwatcher@googlemail.com.For my most recent issue that simply wasn't getting dealt with, I was given encouragement & support by Councillor Phil Andrews as well as Cllr Felicity Barwood (who actually followed-up directly with LBH on my behalf and, surprise-surprise, the next morning the issue was resolved!) following my broadcasting of the issue, as above.Good luck!
Lawrence OConnor ● 6966d