“Complaints department: whenever I have tried to get some understanding and sense of what will happen, the complaints department start that process with a 10 day to reply policy. I can imagine there is a 10 day lag because if I am experiencing these problems, I'm sure I'm not the only one. Until of course the worst case scenario happens: service users believe that the council and the TMO are useless and simply don't care. Once that is firmly established as a principle in the service user, the TMO and RBKC continue to be indolent. Of course I could be wrong?”
Dear Mr Oddy
We are looking into issues you raise and will reply within 10 working days.
Dulce De Oliveira Watts