One of the mistakes that some organisations make is believing that ignoring complaints will make issues go away.
That rarely works. Instead the organisations image is dented and the credibility of the management structure is brought into question.
That seems to be happening wit the City of York Council at present.
They have three tier process for handling complaints. If a resident is not satisfied with a response to a first complaint then a second stage can be invoked. This escalates the issue for consideration by a senior manager.
If this doesn’t work then, in theory at least, you can then escalate the matter to the Chief Executive.
Well you could, if the Council reads your complaint in the first place and acknowledges that they have received it.
For the last few months that doesn’t seem to have been happening.
Those emailing the complaints team at firstname.lastname@example.org will have been lucky not to have been ignored. Requests for a “delivered” or “read” electronic receipt produce nothing.
The Councils IT department confirms that the Emails are being delivered. The only explanation can be that the complaints section has “downed tools”?
Oh and try the complaints telephone number quoted on the Council’s web site and you will get – you guessed – and answering machine!
There is a similar lack of response on the, recently announced, consultation address for the Low Poppleton Lane bus lane email@example.com
So the Council risks an adverse Ombudsman enquiry – with all that implies in terms of handling costs – simply because it took the metaphorical “phone off the hook”!