Cyngor Gwynedd Council Handling Of Stage 2 Complaints – 2018.

Following on from the post, last year, in which the customer care (!) team at Cyngor Gwynedd council advised contacting the Ombudsman for Wales to discuss our concerns regarding our stage 2 complaint, we did indeed contact the Ombudsman.

Their initial response appeared to imply that we could raise a formal complaint into our formal complaint and so, seeking more clarity we sent the email below –

“We were somewhat confused by your response. We have no in depth knowledge of the statutory policy and procedure in such matters and have sought advice from the Council as to our and the Council’s rights during the process. So far without success….

We do know however that the handling of our complaint and us as complainants by the Senior Management Team and Customer Care is just plain wrong.

Your office has repeatedly stated that the Ombudsman is independent of both complainants and public bodies and from your own email the other day – ‘He is not an advocate for either party and his function is to investigate complaints put to him, reaching a view on the evidence presented, in an impartial manner’.

May we remind you that the Ombudsman has made decisions on our case purely on ‘new information’ – not evidence based – provided to them by the council in the past without allowing us sight of said information or allowing us to comment and rebuff such ‘information’.

We also remind you that the Ombudsman’s office has given us assurances in the past which have transpired to be false and we have challenged the Ombudsman’s past decisions in this case as inadequate and nonsensical.

Indeed we feel that had the Ombudsman’s original decision been adhered to, that the Council were to undertake the Original Stage 2 complaint, then some of the current situation may well have been avoided.

We contend that the Ombudsman’s methods do not allow for fairness and transparency when only one side is allowed free and unfettered access to his office and can present information that the complainant is told nothing about and so cannot counter argue. How on earth is this fair or acting in ‘an impartial manner’ ?

This whole process of dealing with the Ombudsman and the Council is exhausting and is causing considerable upset and anguish. We are reasonably intelligent and due to the life we lead have learnt to be mentally resilient, yet we are suffering – we know that so many others in similar situations give up in despair, worse is the fact that both the Ombudsman and the Council appear to have forgotten completely the needs of the child in all this….”

…We are at present pondering on whether to make another complaint with the Ombudsman or put in a formal complaint with the Council in regard to their handling of our current Stage 2 complaint. But our experiences tells us that this whole process is flawed to the extent of not being fit for purpose.

Please inform us whether submitting another Stage 2 to the Council, or raising a complaint with the Ombudsman’s office will in any way further delay or interfere with our current Stage 2 complaint.”

They replied –

“…If you wish for this matter to be considered by the Ombudsman, you would need to submit a complaint, by completing the online form on our website.  I am unable to speculate whether submitting a complaint to this office would affect the Council’s current Stage 2 investigation. The decision whether or not to approach the Ombudsman at this stage is yours and I am unable to advise you in that regard.  However, please be aware that we normally expect you to exhaust the Council’s complaints procedure before approaching us.”

Now the Ombudsman’s use of the word ‘speculate’ caused my spider senses to tingle.

So we contacted the Gwynedd customer care (!) and asked the question –

“… if we were to raise a formal complaint into how the council and the customer care department have been dealing with our formal complaint would this, in any way, interfere with or cause any further delay to our formal complaint first raised with you on the 25th May, 2017 ?”

Such a convoluted and insane question to ask a county council, but eh.

The council has fallen silent.

More – https://gwyneddsfailingcouncil.blogspot.co.uk/

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No Care at Cyngor Gwynedd Council.

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***PLEASE READ***

As most of you know, Anthea is due a second hip replacement in a weeks time. She has already had one 6 years ago. As advised by the Hospital we contacted GWYNEDD COUNTY COUNCIL to arrange home help & care. Despite repeated requests by the two of us, GCC have REFUSED to carry out an assessment regarding her needs before the operation. They state that since her last op six years ago, policy has changed. Apparently they now cannot assess her needs until she returns home as they will not know what her needs will be. 

We have already been told that Anth will be non-weight bearing for six weeks. The house layout has not changed since her last op. She cannot cook hot meals herself still. The op will be an exact replica of the last one. My point is, we know what to expect.

However GCC have refused to meet with us until AFTER the op. So, with her operation being on a Saturday morning, she could be out on Sunday evening. I leave for work at 7.20. How is Anthea supposed to answer the door to the assessment team if they call? How is she to have a hot meal? Or shower? These are all problem areas.

Well the Head of Adult, Health and Wellbeing had answers:

– I could take (unpaid) time off work
– we could pay for private care
– we could rely on family members
– we could rely on friends

or, allegedly, she knows 90 year olds that need NO care, so why should a 39 year old need help? (she was particularly proud of this fact.
Proud that 90 year olds were left with NO help, care and support! PROUD😡)

AND Anth shouldn’t shower for six weeks (funny really, the hospital encouraged her to shower BEFORE she left). Odd how this individual knows better than the experts.

Can I point out that Anth has worked for 21 years with very few days off.

I have worked for 24 years since leaving Uni and went 18+ years without a day off. We both pay our taxes. Yet you will see here a copy of the letter denying us a meeting BEFORE her op. The Head of this so-called caring Dept refused to answer whether she had ever had a hip replacement op. She is not even a qualified doctor. Yet she is qualified to tell us what we may or may not need without asking any questions regarding the previous op, what the hospital has said, the layout of the house, etc.

By the way, Anth rang the Dept and was told the meeting would not take place before the op. I rang and was told the same. I threatened to go to the papers over the fact that Anth could be left for a day or more with any home help and care. I was then informed that ‘I had misunderstood and a meeting WOULD happen before her op’. I was assured it would happen and that GCC would no way leave us in this situation. I then asked for a senior member to ring me by the end of the following week. At 4.50pm on the Friday, having waited all week, I rang and got through to the Head of the Dept. She had no intention of ringing. She again failed to ring at 9am the following Monday. I had to ring at 4pm again. She had sent this letter saying no meeting was to take place before the op so didn’t see why she needed to ring. She accused me of getting upset and annoyed at her refusal to sanction a meeting before the op even though we know, and the surgeon knows what to expect.

THIS LADIES AND GENTLEMEN IS GCCs DEPT OF ADULT WELLBEING. This is supposed to be a CARING, HELPFUL and SUPPORTIVE Dept.

Please draw your own conclusions and share.
Thank you for taking the time to read.
Ian
Anthea Evans
#GCC #GwyneddCountyCouncil #AdultHealthandWellbeingDepartment #AdranOedolionIechydaLlesiant

Gwynedd Council’s Management Issues.

So where were we ?
Ah yes – I cancelled the meeting with the social worker.
The partner had become ill with the stress and nastiness of it all and my daughter had just suffered a miscarriage – all this and dealing with the light and dark side of PDA – it was a relief to use the time to calm down and think…
The social worker turned up anyway.
Lowri Williams, customer care(!) wrote later “…the Service felt that cancelling the meeting was not appropriate,”
Mr Haydon also wrote a report to his managers describing the meeting with me.
Jamie, I have seen a copy of your report and I hardly recognise your version of events.
Will the report be updated to include how you foot shuffled and spent most of our exchange staring at the floor like a scoolboy , mumbling –
“You haven’t made a complaint about me, have you ?”
Will you update the report to include the fact that your managers, Melvin Panther and Sharron Williams Carter sent you to my house knowing that I had raised issues with your bad behaviour and cancelled the meeting – without informing you ?
Do you think that is “appropriate” behaviour from your managers, Jamie ?
Jamie, in your report you call me ‘agitated’ when I answered the door – that was a mixture of horror and anger at your presence until I realised that you had been set up.
What manager would send an employee out to visit someone who was upset and not even advise them ?
Were they hoping for confrontation ?
Have you raised an issue with #Unison that your managers put you in an impossible situation with little regard for your safety ?
I remember saying to you “Jamie, contact your managers. Something weird is going on.”
You whispered that you have to wait for them to get in touch.
#Shocking –  from you, Jamie, and your managers.
Cyngor Gwynedd have refused my right to make an official complaint about the incident.

Another Complaint Against Gwynedd Council.

Last night, I listened to advice and raised a complaint against Gwynedd council.

I have no faith that the council will treat it fairly or even according to law after the debacle of last year..

Still – the official complaint has been lodged and I await a response from the customer care team at Gwynedd Council – (customer care lol such a misnomer in this area)

What have I learnt from my past experiences with Cyngor Gwynedd council ?

That I may be setting myself up for more false lighting, manipulation and bad behaviour by the public employees at a Plaid Cymru controlled council.

We shall see.

Gwynedd Council Fined For Maladministration.

A council which withdrew one-to-one support for a man with learning difficulties has apologised to his mother and paid him £500 for the distress caused.
Gwynedd Council was told to take the remedial action after being found guilty of maladministration by the Public Services Ombudsman.

It follows a complaint from the mother – identified only as Mrs X – that the change had had a significant detrimental effect on her son, who was a young adult with cerebral palsy and mild learning difficulties.

He had been receiving nine hours of one-to-one support each week, but in January, 2015, the authority said the service would end, even though the client had not been reassessed.

A social worker said that the council had been “over-servicing” and that the man did not meet eligibility for one-to-one support.

Instead he was offered group sessions on alternate Saturday mornings, but the family’s GP expressed concern about the impact on him and called for the one-to-one support to be reinstated.

In response to the Ombudsman, the council accepted there had been shortcomings in the process and that alternative support should have been put in place before the one-to-one support was stopped.

As a result, greater consultation now takes place with service users and their families when changes were proposed, the council said.

Appalling behaviour from Gwynedd council social services – again.

Gwynedd social services were told last year that withdrawing support without re-assessing needs is illegal so why continue ?

Who will be paying the fine ?

http://www.bala-today.co.uk/article.cfm?id=114470&headline=Council%20apologises%20after%20mum%E2%80%99s%20complaint&sectionIs=news&searchyear=2017

#Plaid_Cymru