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DAMESATHOME@YAHOO.CO.UK
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Monday, 15 December 2014

TMO ANSWER FOI ON COMPLAINTS















Dear Aunt Dame

You asked me to look at TMO complaints....

Here we have it: complaints to the TMO nearly doubled in the last quarter, they went up by 79.16%. 

Complaints in the current quarter are also looking on the high side.

The figures flatter to deceive....far more people complained than the figures suggest. 
Unless the matter complained of is about "customer service failure" the TMO does not treat the matter as a complaint. 
It it's a cunning ruse for keeping complaints off the books.

Yours ever

Ludo
  

27 comments:

  1. As every householder knows, small problems neglected soon become very substantial and costly ones. The TMO serves itself rather than those who rely on it. An utter disgrace.

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  2. Put the wind up the TMO16 December 2014 at 08:24

    The TMO has always existed for the people who work in it and the people on its Board. It is entirely self serving.

    I must say that Ludo, the Dame's nephew, obtained this information from the TMO in record time. It has never been known. Perhaps, the dame has put the wind up the TMO, I do hope so.

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  3. Under Robert Black, the TMO changed the definition of a "Complaint" for deceitful reasons. We have all been conned, Residents and Councillors alike, by a TMO which deceitfully re-classifies genuine "Complaints' as a "Request for Service" or some other "Designer Label" devised to keep the number of registered "Complaints" at an all time low.

    If someone reports a member of staff for being rude or unhelpful the TMO does not record that matter as a complaint. If you complain about a policy deficiency or improper implementation of a policy related practice, OR WORSE POLICY MAKING ON THE HOOF, it is called something else but most definitely not a complaint.

    If you report that the TMO lacks even handedness by doing favours for certain residents, when it treats others differently by doing people down, it is not a Complaint.

    Blair's Labour Party frowned on Members of Parliament using the term Socilaism, the TMO frowns on the use of the term "Complaint"

    ReplyDelete
    Replies
    1. Favours for the favoured is a long-standing and ongoing problem where the TMO are concerned. Residents have been pointing out that it happens for years. It amounts to a rather insidious form of corruption. And given the nature of some of the favours it is costing everyone serious money. The members of staff involved have been identified on numerous occasions. Why does it persist?

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    2. On the subject of favours for those favoured by the TMO, according to what has been said on this blog that ghastly Michael Beverley had private counselling paid for by the TMO. What else did he get that we haven't found out about ? The lack of willingness on the part of the Black administration at the TMO to disclose how much money was spent on Michael Beverley makes me suspicious.

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    3. Go, go ,go, Shane.

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  4. With Kingsford, Perry and Evans a complaint was a complaint fair and square, no fudging, no messing. With the current regime at the TMO, the situation is far from clear. I remember the Thatcher Government changing the way in which unemployment was counted whenever the jobless figures were embarrassing. It seems that the TMO has now reclassified the ambit of a complaint in order to mislead. More worryingly, they fail to uphold a valid complaint without justifying the decision.

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  5. Putting the wind up the TMO.17 December 2014 at 07:51

    When Mr Kingsford was in charge at the TMO, they had one Complaints Administrator.
    Now that Mr Black is in charge, they have three people working in the Complaints Team. There is a Complaints Manager, and two Complaints Officers. Does anyone know what the cost is of employing three officials to manage complaints?

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  6. The cost of employing three workers to run the Complaints Section of the TMO is in the region of £100, 000 a year taking in to account:-

    Wages, ( for one manager and two assistants)
    Employers' National Insurance Contributions,
    Employers Superannuation Contributions

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  7. Change in the wind.17 December 2014 at 09:42

    I hope the TMO has got the wind up, it will be able to sail away in to stormy seas

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  8. Information obtained under the Freedom of Information Act 2000 has revealed that the TMO received 58 complaints in quarter one of the current year.

    Quarter one = 1st April to 30th June 2014 - 91 days.

    ReplyDelete
    Replies
    1. Sorry, the TMO received 48 complaints in Quarter One of the current year.

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  9. I've just come across this blog. The TMO has been really horrid to me. I take my hat off to those who have shown the TMO in public.

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  10. The only thing I was any good at school was Maths. I even got GCSE in Maths. Here is what I've worked out.

    It costs the TMO around £100, 000 a year to handle all the complaints it receives.

    There are 4 quarters in a year so £100, 000 divided by 4 quarters = £25,000

    It costs the TMO £25,000 a quarter to handle complaints-

    The TMO received 48 complaints in quarter 1 of this year

    48 complaints divided by £25, 000 = £ 520.83

    It costs the TMO £520.83 to process one complaint.

    ReplyDelete
    Replies
    1. Good at figures has done us all a wonderful service by calculating how much it cost the TMO to handle complaints in Quarter One of this year. £520.83 for each complaint- a shocker by any shocker's standards!

      What most people don't know is that the TMO Complaints' Team only performs a very small aspect of the complaints' handling process. They receive the complaints from dis-satisfied residents, they send out a word processed acknowledgement to the complainant saying that a reply will be produced in ten working days, and ask the appropriate member of TMO staff to answer the complaint. They also process appeals from people who refuse to run along when a complaint is not upheld. Oh, I nearly forgot, they often have to send out apologies when TMO Staff fail to meet the ten day target for responding on any one of the 48 complaints received.

      That's about the size of it, one manager and two assistants costing around £ 100, 000 a year to process manage the TMO's reported 48 complaints over 91 days in Quarter one. Now that is what I call value for money.

      As always the devil is in the detail. What we do not know is the average time costs of the members of staff who actually wrote the replies to the 48 complaints processed in Quarter One. Let's face it, the TMO's Complaints' Team is not run ragged and must be over resourced: by the TMO's own admission, the three TMO workers handling complaints have not even had to manage one complaint a day over the 91 days in Quarter One.

      The three workers are not to blame for this profligate use of money from the public purse.

      Good on "Good at Figures" for breaking the back of a wasteful use of tax payers' money. Perhaps, the TMO's Grant from the Council could now be reduced. They are better things to spend it on



      Delete
  11. Just seen what Shocker has put. The TMO is bad at housing but good for a larf.

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  12. Gravy Train Express18 December 2014 at 10:13

    What are we paying for? Central Government is announcing cuts to Local Government funding today. It cost £ 520.83 for the administrative processing of one complaint to the TMO in Quarter One. The Resident Directors of the TMO get £1, 200 a year for voluntary work of twelve hours a year.

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  13. What about the hundred of thousands wasted every year on Janet Edwards and the TMO's completely neglectful and unfriendly Resident Engagement Team?

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    Replies
    1. I suspect the antics of the Resident Engagement Team are the cause of some of those complaints!

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    2. Lacking confidence in the TMO.18 December 2014 at 20:40

      Would a complaint about a racist TMO official go down as a complaint or does it count as some thing else in order to cover up a nasty matter. If it does not go down as a straightforward complaint, without mularkey, how can I be confident that it would be dealt with properly.

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    3. I've never encountered Janet Edwards or the Resident Engagement Team.
      Sounds like a misnomer to me, the TMO does not want to engage with residents so why would it have a Resident Engagement Team. Does this team do the blacklisting? Why not drop our good lady, The Dame, a line about the Resident Disconnection Team, I am sure that she wants to do an on line Christmas Special all about the TMO and this sounds like a cheery Christmas Special. The Dame's Christmas Special would beat watching the Sound of Music.

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    4. Thanks to this blog, we can all have a laugh at the expense of the TMO and those who work in it. I've heard that the TMO wants to set up another Company, TMO Entertainment Direct. If it is bad as TMO Repairs Direct we will be able to have good laugh in 2015. Carry on laughing.............

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  14. Mrs Alam?

    ReplyDelete
    Replies
    1. Mrs Alam likes to take care of those with her ethnic and religious background....

      Delete
  15. Lacking Confidence in the TMO (mark II)19 December 2014 at 09:16

    Sorry a complaint about a TMO worker being racist is not a complaint without malarkey. A compliant of this character is not a complaint about service failure, therefore, it would be some other malarkey that they have thought up.

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  16. The TMO is a miserable piece of existence.

    ReplyDelete
  17. Reason to be cheerful in 201523 December 2014 at 12:00

    There are no limits to the depths to which the TMO will sink.

    ReplyDelete

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