Something is so wrong within Gwynedd Council.
More - https://gwyneddsfailingcouncil.blogspot.com/
Wednesday, 17 October 2018
Cyngor #Gwynedd Council - Psst....
Something is so wrong within Gwynedd Council.
More - https://gwyneddsfailingcouncil.blogspot.com/
Sunday, 16 September 2018
Cyngor #Gwynedd Breaching Human Rights Of The Disabled.
Gwynedd council's Care and Scrutiny Committee held a meeting last week, 13th September, mainly to receive the adult and children's Reports presented by the departments.
The recorded meeting can be found here - both in Welsh and English.
https://gwynedd.public-i.tv/core/portal/webcast_interactive/372242
The last 30 minutes of the meeting are the most passionate where councillors appear to challenge officers presenting the Report on the lack of support and services for those with 'high functioning' autism and my thanks to all those councillors who challenged the officers and their Reports. We are grateful.
How many times have councillors heard officers say the same thing - things are progressing, things are in the pipeline, blah blah blah - for how many years ?
I urge the councillors not to fall for the emotional blackmail of the officers saying that other disabled children would miss out and receive a poorer service if children with Autism without a Learning Disability were supported.
It is the politics of fear and quite depressing to hear these comments from senior managers in the 'care' field.
We believe that ALL children with issues whether physical or neurodevelopmental are important.
The 2018 Ombudsman for Wales Investigation Report into our complaint against Gwynedd council makes reference to Grants being available to the council and so how can the Departments use money now as an excuse ?
Gwynedd is a large county with a small population. There can not be that many children with Autism who are considered 'high functioning' with needs.
*****************
There was back slapping a plenty and much praise for the recently published Inspection Report by the Care Inspectorate for Wales (CIW).
But I was hoping for the Care Scrutiny Committee to raise the issues of the other Reports that have recently been published, too.
From the Independent Investigation presented to the council in October, 2017, which was so very critical of the Children and Family Department.
The Ombudsman for Wales Report in April, 2018 highlighting Maladministration and service failure by the Children and Family Support Department covered the period between 2010 until 2016.
There is also the June, 2018 Report of the Data Breach and the Children and Family Department's mishandling of personal information - see previous post.
The Ombudsman is currently investigating the council for undue interference in a 'Independent' Investigation and has been given evidence of very poor behaviour by council officers and senior managers.
And has anyone sighted the Ombudsman's Report dated 4th July, 2018 ?
http://www.lukeclements.co.uk/wp-content/uploads/2018/08/Ombudsman-Gwynedd-Council-report-201700388.pdf
In point 69 of that report the Ombudsman for Wales writes -
Something is so very wrong within Gwynedd council.
The recorded meeting can be found here - both in Welsh and English.
https://gwynedd.public-i.tv/core/portal/webcast_interactive/372242
The last 30 minutes of the meeting are the most passionate where councillors appear to challenge officers presenting the Report on the lack of support and services for those with 'high functioning' autism and my thanks to all those councillors who challenged the officers and their Reports. We are grateful.
How many times have councillors heard officers say the same thing - things are progressing, things are in the pipeline, blah blah blah - for how many years ?
I urge the councillors not to fall for the emotional blackmail of the officers saying that other disabled children would miss out and receive a poorer service if children with Autism without a Learning Disability were supported.
It is the politics of fear and quite depressing to hear these comments from senior managers in the 'care' field.
We believe that ALL children with issues whether physical or neurodevelopmental are important.
The 2018 Ombudsman for Wales Investigation Report into our complaint against Gwynedd council makes reference to Grants being available to the council and so how can the Departments use money now as an excuse ?
Gwynedd is a large county with a small population. There can not be that many children with Autism who are considered 'high functioning' with needs.
*****************
There was back slapping a plenty and much praise for the recently published Inspection Report by the Care Inspectorate for Wales (CIW).
But I was hoping for the Care Scrutiny Committee to raise the issues of the other Reports that have recently been published, too.
From the Independent Investigation presented to the council in October, 2017, which was so very critical of the Children and Family Department.
The Ombudsman for Wales Report in April, 2018 highlighting Maladministration and service failure by the Children and Family Support Department covered the period between 2010 until 2016.
There is also the June, 2018 Report of the Data Breach and the Children and Family Department's mishandling of personal information - see previous post.
The Ombudsman is currently investigating the council for undue interference in a 'Independent' Investigation and has been given evidence of very poor behaviour by council officers and senior managers.
And has anyone sighted the Ombudsman's Report dated 4th July, 2018 ?
http://www.lukeclements.co.uk/wp-content/uploads/2018/08/Ombudsman-Gwynedd-Council-report-201700388.pdf
In point 69 of that report the Ombudsman for Wales writes -
"69. - In my view, these failings not only caused Mr A a significant injustice but also impacted upon Article 8 of his Human Rights.
However, I have decided that the finding I have made of maladministration is so clear and so serious that to consider the human rights issues further would add little value to my analysis or to the outcome.I have therefore decided to say no more about that."
The Ombudsman also kindly provides a description of Autism for Gwynedd's Service officers and managers and other comments highlight issues within Gwynedd Council relating to ASD.
"A lifelong developmental disability which affects a person’s social interaction, communication, interests and behaviour. The characteristics of ASD vary, with some people finding it hard to understand other people’s emotions and some with restricted and repetitive patterns of behaviour".
"....The Council’s available ASD information, including its strategic plan for ASD services, particularly services for those with high functioning ASD, are limited....."
And where is the Children and Family's Annual Complaint handling Report ?"....The Council’s available ASD information, including its strategic plan for ASD services, particularly services for those with high functioning ASD, are limited....."
"Additionally, the Council’s failure to ensure that its officers receive appropriate ASD training and have an ASD strategy in place places not only Mr A, but other service users in its area at risk of having services cut or stopped because the reviewing officers do not understand the effects of ASD or there is nothing suitable available."
There appears to be a pattern of behaviour within Gwynedd council to see the disabled and the most vulnerable as 'low hanging fruit' and to deny and remove support in an attempt to save money.
In our case the boy is soon to be a man, but social workers have already told us that he will not be eligible for support from adult services (even before an assessment by adult services) and that there are no services for 'Vulnerable Adults' or autistic adults (or children) in this area.
Something is so very wrong within Gwynedd council.
.
Tuesday, 11 September 2018
Cyngor #Gwynedd Council's Report Into Their #Data Breach 2018
I emailed Morwena Edwards, Corporate Director of Social Services, on the 19th March, 2018.
"We are also concerned that you have been aware of a Data Breach by your Department for nearly a year and no-one from the Council has been in contact with us. The Investigator has been provided with evidence of the Data Breach and she says so in her Report".
On the 29th March, we attended a meeting with an Information Manager at Gwynedd Council regarding us being given the names of children receiving services from the Council and Youth Justice team and to find out who censored our personal information (SAR) and whether the redactions were legal.
Copies of the names and local school that had been released by the department were presented to the Manager.
On the 22nd May, we had to return for another meeting as the Manager did not answer the questions in her initial Report and also misrepresented the physical and oral evidence we provided. There was also an issue with the Manager failing to respond to our emails but an apology was given for this.
The second meeting was attended by a Janet Roberts, who introduced herself as Corporate Support for the council. Mrs Roberts said very little during the meeting but did take note of the questions we wished to be answered by the person in the Children and Families Department who carried out the redactions to our personal information.
Now these questions were asked as part of our Stage 2 complaint first raised with the council in May, 2017 and was to have been answered by the Independent Investigator.
Gwynedd council reported that the officer responsible for processing our SAR and for the redactions had left the Council and so was unable to be interviewed.
At this second meeting, Mrs Roberts informed us that the person who processed our SAR had indeed left the council but was then re-employed by the council and was NOW our named person within the Customer Care department dealing with another complaint.
Oh forgot to mention that the Investigation of the Data Breach was upheld. The release of the names of children receiving services should not have happened and the Report, June 2018, is as follows -
*****************
********************
Anyone else spot the contradictions ?
More worryingly, the report states it was the two information officers alone who made the decision to redact but goes on to state the "question regarding the legality of the redactions is not one I can answer."
An Official Report, written by an Information Manager, aided by Corporate Support with access to the entire Legal department at Gwynedd council can not answer to the legality of their Officers actions.
Hmm.
The SAR also reveals that one manager within the council would like to blame us for not reporting the Data Breach earlier.
The Data Breach was part of my complaint first raised with the council on the 25th May, 2017.
How did the council respond ?
See post - https://gwyneddsfailingcouncil.blogspot.com/2017/05/gwynedd-council-respond-to-my-complaint.html
They were all on holiday.
"We are also concerned that you have been aware of a Data Breach by your Department for nearly a year and no-one from the Council has been in contact with us. The Investigator has been provided with evidence of the Data Breach and she says so in her Report".
On the 29th March, we attended a meeting with an Information Manager at Gwynedd Council regarding us being given the names of children receiving services from the Council and Youth Justice team and to find out who censored our personal information (SAR) and whether the redactions were legal.
Copies of the names and local school that had been released by the department were presented to the Manager.
On the 22nd May, we had to return for another meeting as the Manager did not answer the questions in her initial Report and also misrepresented the physical and oral evidence we provided. There was also an issue with the Manager failing to respond to our emails but an apology was given for this.
The second meeting was attended by a Janet Roberts, who introduced herself as Corporate Support for the council. Mrs Roberts said very little during the meeting but did take note of the questions we wished to be answered by the person in the Children and Families Department who carried out the redactions to our personal information.
Now these questions were asked as part of our Stage 2 complaint first raised with the council in May, 2017 and was to have been answered by the Independent Investigator.
Gwynedd council reported that the officer responsible for processing our SAR and for the redactions had left the Council and so was unable to be interviewed.
At this second meeting, Mrs Roberts informed us that the person who processed our SAR had indeed left the council but was then re-employed by the council and was NOW our named person within the Customer Care department dealing with another complaint.
Oh forgot to mention that the Investigation of the Data Breach was upheld. The release of the names of children receiving services should not have happened and the Report, June 2018, is as follows -
*****************
I
write with reference to your complaint to the Council and in particular part 6
which relates to data and information.
The
outcomes from the independent investigators report was that:
The complainants seek
an explanation for the censoring of their own information and whether or not it
is legal to do so. They seek an explanation from Melvin Panther as to how he
thought it in any way appropriate or professional to speak about them in such a
derogatory manner to another professional working with the family. In relation
to the information containing other children’s details, they wish for this to
be dealt with via the Council’s information/data protection security policy and
procedure.
I
will treat these matters in turn:
1. Censoring of information and redacted and unredacted
emails.
Email dated 5th
of April 2016 10:48
You
note that this had been provided to you in redacted and unredacted form and
wish to know why it had been redacted.
The
department have informed me that it was redacted because it was not thought
appropriate to disclose at the time.
In
my opinion this part of the email is your personal data since it relates to you
and you can be identified by the information. There was no particular reason
for it to be withheld and it should have been provided without redaction.
Email dated 27th
of June 2016 at 16:45
I
have examined the part of this email which has been redacted.
I
am satisfied that this part of the email has been redacted appropriately. Under the right of
subject access, an individual is entitled only to their own personal data, and
not to information relating to other people.
This
part of the email relates to information relating to a third party, namely a
social worker. Under section 7(4) of the Act an authority does not have to
comply with a request if to do so would mean disclosing information about
another individual who can be identified from that information except where the
individual has consented or it is reasonable in all the circumstances to comply
with the request without that consent.
There
was no consent in this case nor was it reasonable to comply without consent.
Email dated 5th
of July 2016 at 13:30
I
have examined the part of the email which has been redacted.
As
above, this information does not relate to you but to a social worker. It
therefore does not constitute your personal data. As such, it was appropriate
for the information to be withheld in accordance with the reasoning outlined
above.
Email dated 13th
of July 2016 at 10:14
I
have examined the part of the email which has been redacted.
I
believe that this email should have been provided to you as it relates to you
and is therefore your personal data.
2. An explanation from Mel Panther
As
noted in previous correspondence, it is not within my remit to comment on the
actions of another member of staff.
3. Emails containing other children’s details
I
have examined the emails you provided me in this respect.
In
a series of emails between two members of staff in January 2016 the names of
children appear in the subject headings.
For
a data breach to occur, the information in question must be personal data i.e.
it must relate to an individual and allow them to be identified from the
information.
In
this case, it is not clear that a surname together with the name of a school
would enable identification of an individual. However, the information confirms
that the child is a child a need, which is sensitive information in itself.
It
should also be noted that the name of this child had been redacted from the
main text of an email in one instance and therefore there was a recognition
that this was indeed third party personal data.
The
name of another child also appears in the subject line of the same series of
emails. This time there is a name and surname, which makes identification more
likely. Again the information confirms that the child is a child in need, which
is sensitive information in itself.
Having
further considered the Information Commissioner’s Office guidance on
determining what is personal data, which notes that someone can be identified
from information we hold or ‘the means that could be used by a sufficiently
determined and interested person’, I have concluded that on the balance of
probabilities, this was personal data and therefore did constitute a data breach.
Therefore,
the names should have been removed from the subject line of the emails before
being disclosed to you as part of the subject access request.
At
our meeting on the 23rd of May 2018, you asked some further
questions which have been addressed below:
4.
Who made the decision
to redact both emails?
In her role as the
Information Officer, Angharad Hywel would in cases such as this routinely meet
with her line manager at the time, Margaret Kenealy Jones to check the
information which was to be shared. If she felt that some details noted within
the information should be redacted, these would be identified and advice would be sought
from her line manager. In this specific case, she met with her line manager to
read through the information which was to be disclosed. During this meeting
they discussed some documents which were deemed to contain information which
could be misinterpreted or could impact the working relationship between the
family and the Service. The officer received guidance in relation to redacting
these documents.
5.
Who asked for them to
be redacted?
A decision was made between
the Officer and the line manager at the time to redact the sentences in the email
dated 5th April 2016 and the email dated 13th of July 2016.
6.
Did they consult with
anybody?
No other
officers were consulted.
7.
What were the reasons
for the redaction?
Having read the redacted sentences in the emails
dated 5 April 2016 and 13th July 2016, the Officer was of the
opinion that these statements were the personal opinion about the family and
that disclosing them could undermine the attempts to maintain a working
relationship between the Service and the family. At the time of this Subject
Access Request, and particularly during the timeframe in which this decision
was taken, the Service had responded to a number of complaints and many of
these were related to difficulties in the working relationship between the
family and Mel Panther. It was imperative at this time, and in fact continues
to be the case, that efforts were made to maintain a good working relationship
between the Service and the family as the Service was focused on trying to
ensure that *child* was provided with an assessment of his needs to
ensure the best outcome for him.
Moving on to other points made in your email
dated the 8th of June 2018, I would note that no procedures have
been broken in terms of the redactions made. The usual procedure for dealing
with a subject access request had been followed, ie, information was collated,
advice was sought regarding redaction, redaction was carried out and
information that was disclosable was disclosed.
It is noted that a breach did occur, but this
was due to an oversight, and was low risk in terms of the amount of personal
information disclosed.
As I
stated during our meeting, the question regarding the legality of the
redactions is not one I can answer. The redactions were carried out in good
faith for the reasons given above. Redacting information is necessarily a
subjective task and does, and indeed, can vary from person to person.
In terms of a data breach, the matter will be
dealt with via the usual procedure, which is that a report is prepared for the
Council’s SIRO (Senior Information Risk Owner) Group.
I will remind the departments regarding the
need to take particular care at all times with future subject access requests.
I am sorry that I am unable to add anything
further regarding this matter – if you wish to take the matter further you may contact
the ICO, whose details are noted below:
********************
Anyone else spot the contradictions ?
More worryingly, the report states it was the two information officers alone who made the decision to redact but goes on to state the "question regarding the legality of the redactions is not one I can answer."
An Official Report, written by an Information Manager, aided by Corporate Support with access to the entire Legal department at Gwynedd council can not answer to the legality of their Officers actions.
Hmm.
The SAR also reveals that one manager within the council would like to blame us for not reporting the Data Breach earlier.
The Data Breach was part of my complaint first raised with the council on the 25th May, 2017.
How did the council respond ?
See post - https://gwyneddsfailingcouncil.blogspot.com/2017/05/gwynedd-council-respond-to-my-complaint.html
They were all on holiday.
Friday, 25 May 2018
Stage 2 Complaint Against #Gwynedd Council Update.
Today, the 25th of May, 2018, is the anniversary of our raising a Stage 2 complaint against Cyngor Gwynedd Council, on the advice of the Ombudsman for Wales.
One year in a process that should take 28 days and it is still not completed.
One year in a process that should take 28 days and it is still not completed.
Thursday, 24 May 2018
#Gwynedd Council Censoring Of Personal Information Update.
On the 23rd May, 2018, Cyngor Gwynedd Council finally released to us an unredacted copy of an email written by a Gwynedd Council manager containing our personal information.
They had no right to censor our personal information, this was done deliberately, to prevent us from reading unprofessional and disparaging comments made about us by a senior social work manager.
It should have been released to us in October, 2016 in accordance with our Subject Access Request.
An Information Manager dealing with the issue says there was no legitimate reason for it to be redacted or denied us, this was not the only email that was redacted in this same manner, for the same reasons, from the same manager.
19 months to obtain all the information allowed us by Law under the Data Protection Act.
A process that should take a maximum of 40 days.
We now wonder whether or not the Council provided us with all that we were entitled to at that time.....or not...who knows ?
Something is so badly wrong within Gwynedd Council.
They had no right to censor our personal information, this was done deliberately, to prevent us from reading unprofessional and disparaging comments made about us by a senior social work manager.
It should have been released to us in October, 2016 in accordance with our Subject Access Request.
An Information Manager dealing with the issue says there was no legitimate reason for it to be redacted or denied us, this was not the only email that was redacted in this same manner, for the same reasons, from the same manager.
19 months to obtain all the information allowed us by Law under the Data Protection Act.
A process that should take a maximum of 40 days.
We now wonder whether or not the Council provided us with all that we were entitled to at that time.....or not...who knows ?
Something is so badly wrong within Gwynedd Council.
Tuesday, 1 May 2018
Gwynedd Council Maladministration 2018.
On the 16th March, 2018, Gwynedd Council's Corporate Director and Head of
Social Services, Morwena Edwards, finally responded to our Stage 2
Complaint, nearly 5 months after the completed Report was received by
the Council.
The entire process has taken over 10 months to conclude - a process that according to Gwynedd's Statutory Policy should take 28 days.
Our complaint(s) were upheld by the 'Independent' Investigator and her Report - twice sanitised by the Council - still makes for some very interesting reading. But that is for another time.
The Data Breach and censoring of our personal information are currently being investigated as a separate complaint by Gwynedd's Information department. But we have now been told that the Manager is not able to deal with the issue of a senior manager, Melvin Panther, writing disparaging comments about the family to other agencies - so our complaint in this respect is still not concluded.
The official response from the Council is signed off by Morwena Edwards and she attempts to totally whitewash the highly critical Report into her department.
According to the Welsh Government Guidelines on Social Services Complaints, the Council were obliged to offer to meet with us to discuss the report and their response. They have not offered a meeting and as we have yet again been denied the opportunity to discuss the report and their response to it, we wrote in response to the Council.
We pointed out that the Children and Family department attempts to gloss over the systemic failings uncovered by the 'Independent' Investigator and still seek to blame anyone but themselves.
Social Workers and other Council Officers admit that the child's case was allowed 'to drift'.
Our reply to the Corporate Director(s) was that her response is nonsensical and farcical and disregards the failure of Social Workers and the appalling state of record keeping within the Children's department.
During this time, the Ombudsman for Wales has also been investigating Gwynedd Council.
Their Report upholds all our complaints and highlights maladministration and service failure by Gwynedd Social Services going as far back as 2010.
Yet this time Gwynedd Council have held up their hands to the Ombudman's Report and agreed to implement all the recommendations made - including certain officers being retrained in respect of the Council adhering to their Statutory Duties.
The Council would have received the Ombudsman's Report early last week. They have still not contacted us.
Something is so badly wrong within Gwynedd Council.
The entire process has taken over 10 months to conclude - a process that according to Gwynedd's Statutory Policy should take 28 days.
Our complaint(s) were upheld by the 'Independent' Investigator and her Report - twice sanitised by the Council - still makes for some very interesting reading. But that is for another time.
The Data Breach and censoring of our personal information are currently being investigated as a separate complaint by Gwynedd's Information department. But we have now been told that the Manager is not able to deal with the issue of a senior manager, Melvin Panther, writing disparaging comments about the family to other agencies - so our complaint in this respect is still not concluded.
The official response from the Council is signed off by Morwena Edwards and she attempts to totally whitewash the highly critical Report into her department.
According to the Welsh Government Guidelines on Social Services Complaints, the Council were obliged to offer to meet with us to discuss the report and their response. They have not offered a meeting and as we have yet again been denied the opportunity to discuss the report and their response to it, we wrote in response to the Council.
We pointed out that the Children and Family department attempts to gloss over the systemic failings uncovered by the 'Independent' Investigator and still seek to blame anyone but themselves.
Social Workers and other Council Officers admit that the child's case was allowed 'to drift'.
Our reply to the Corporate Director(s) was that her response is nonsensical and farcical and disregards the failure of Social Workers and the appalling state of record keeping within the Children's department.
During this time, the Ombudsman for Wales has also been investigating Gwynedd Council.
Their Report upholds all our complaints and highlights maladministration and service failure by Gwynedd Social Services going as far back as 2010.
Yet this time Gwynedd Council have held up their hands to the Ombudman's Report and agreed to implement all the recommendations made - including certain officers being retrained in respect of the Council adhering to their Statutory Duties.
The Council would have received the Ombudsman's Report early last week. They have still not contacted us.
Something is so badly wrong within Gwynedd Council.
Monday, 12 March 2018
The Similarities Between Telford And Gwynedd. Sshh...
Re the outcry over the child abuse scandal in #Telford and those calling for an Independent Inquiry into those who failed the children....
Gwynedd Council - who were closed down after they failed the county's children in their own sexual abuse scandal of the 90's - have twice sanitised a recent 'Independent Report' into their Social Services department.
The abuse of children in Gwynedd and Clywd was only allowed to continue by those in authority maintaining a 'wall of silence' for decades.
Gwynedd Council, for whatever reason, chose to turn a blind eye and the whistleblower, Alison Davies - was actually sacked by the council for raising concerns.
It has become apparent that a 'wall of silence' still remains in Gwynedd with no-one willing or able to confront unprofessional and bad behaviour by senior managers within the council.
Sshh no criticism allowed.
The abuse of children in Telford began just after the creation of the New Town in the early 70's.
Just as in North Wales, the authorities at the then Wrekin Council and the local Police turned a blind eye. In fact, the local CID used to hunt down and return those 'children in care' who had fled from the abuse they were no doubt suffering in the council run homes in Wellington.
Sshh.
The authorities in North Wales sat on the Jillings Report into the abuse of children for 20 years - on the orders of the council's insurers - now Zurich International.
Sshh.
There was an Asian gang operating in Telford in the 70's as were White Gangs. There were also huge problems with #Unemployment #Racism and #Heroin. Too many unexplained deaths and mysterious 'suicides'.
The old Wrekin Council have questions to answer along with the now defunct Telford Youth Council, local Churches and the Police.
An Independent Inquiry into the abuse of children in Telford will fail just as in North Wales, Rotherham, Islington etc etc. No-one will be held to account.
An Independent Inquiry is too easily sanitised and the truth covered up - a Public Inquiry would stand a better chance at getting to the truth and the abusers and those who profited from the abuse punished.
But be in no doubt....the abuse of children and vulnerable people continues.
Sshh.....
More - https://gwyneddsfailingcouncil.blogspot.com/
Gwynedd Council - who were closed down after they failed the county's children in their own sexual abuse scandal of the 90's - have twice sanitised a recent 'Independent Report' into their Social Services department.
The abuse of children in Gwynedd and Clywd was only allowed to continue by those in authority maintaining a 'wall of silence' for decades.
Gwynedd Council, for whatever reason, chose to turn a blind eye and the whistleblower, Alison Davies - was actually sacked by the council for raising concerns.
It has become apparent that a 'wall of silence' still remains in Gwynedd with no-one willing or able to confront unprofessional and bad behaviour by senior managers within the council.
Sshh no criticism allowed.
The abuse of children in Telford began just after the creation of the New Town in the early 70's.
Just as in North Wales, the authorities at the then Wrekin Council and the local Police turned a blind eye. In fact, the local CID used to hunt down and return those 'children in care' who had fled from the abuse they were no doubt suffering in the council run homes in Wellington.
Sshh.
The authorities in North Wales sat on the Jillings Report into the abuse of children for 20 years - on the orders of the council's insurers - now Zurich International.
Sshh.
There was an Asian gang operating in Telford in the 70's as were White Gangs. There were also huge problems with #Unemployment #Racism and #Heroin. Too many unexplained deaths and mysterious 'suicides'.
The old Wrekin Council have questions to answer along with the now defunct Telford Youth Council, local Churches and the Police.
An Independent Inquiry into the abuse of children in Telford will fail just as in North Wales, Rotherham, Islington etc etc. No-one will be held to account.
An Independent Inquiry is too easily sanitised and the truth covered up - a Public Inquiry would stand a better chance at getting to the truth and the abusers and those who profited from the abuse punished.
But be in no doubt....the abuse of children and vulnerable people continues.
Sshh.....
More - https://gwyneddsfailingcouncil.blogspot.com/
Friday, 16 February 2018
Cyngor #Gwynedd Council And The Half Term Holiday.
An update to the post of the 9th February - https://gwyneddsfailingcouncil.blogspot.co.uk/2018/02/cyngor-gwynedd-council-and-delayed.html - in relation to the Stage 2 complaint first raised on the 25th May, 2017, on the advice of the Ombudsman for Wales.
Morwena Edwards, Director of Social Services, sent an email at 17.03 possibly to prove that she was not taking her half term holiday early, this year, as I suggested ?
Reading through Gwynedd Council's Statutory Policy it is clear that the Investigation is completed and the Report finalised and with the Ombudsman for Wales even making reference to the Council's 'delayed response' we can only assume that the Director of SS is either misinformed by her complaints officer(s) or she is deliberately misinforming us ?
Morwena Edwards, Director of Social Services, sent an email at 17.03 possibly to prove that she was not taking her half term holiday early, this year, as I suggested ?
Reading through Gwynedd Council's Statutory Policy it is clear that the Investigation is completed and the Report finalised and with the Ombudsman for Wales even making reference to the Council's 'delayed response' we can only assume that the Director of SS is either misinformed by her complaints officer(s) or she is deliberately misinforming us ?
"I
apologise that you have not yet been updated in relation to the
progress on your complaint. As you rightly note, there was a meeting as
part of the investigation with the Council officers on the 30th
of January. Unfortunately, I understand that the Customer Care Officer
who made contact with the investigator in relation to timescales for
producing the final report and submitting
this to the Council, has been away from work with an illness. Because
of this, I have not been provided with the update as expected.
Following
your email, I have asked someone else to contact the Independent
investigator to make enquiries and ascertain when the final report
is expected by the Council. Once this reply is received, I will of
course provide you with an update.
In
your email, you suggest that the Council has had the report for 14
weeks. I am informed that the Investigator is yet to issue a final
report
to the Council. Once this is received, the Council will prepare a
formal response to you about your complaint and you will be provided
with a copy of the Investigator’s final report."
*********************
It is now the end of another week - 15 weeks now - since the Council have had the Independent Investigators Report and nearly 9 months since the complaint was raised.
Another week in which Mrs Edwards refuses to answer our questions and, like other council officers involved in this case, blames someone else for the delay.
It is the half term holiday and there will be public employees taking a well earned holiday.
Does that include the Director and ALL the customer care and complaints department dealing with our complaint ?
Forget the update, Morwena and just release the Report.
Something is so wrong within Gwynedd Council's Social Services.
*********************
It is now the end of another week - 15 weeks now - since the Council have had the Independent Investigators Report and nearly 9 months since the complaint was raised.
Another week in which Mrs Edwards refuses to answer our questions and, like other council officers involved in this case, blames someone else for the delay.
It is the half term holiday and there will be public employees taking a well earned holiday.
Does that include the Director and ALL the customer care and complaints department dealing with our complaint ?
Forget the update, Morwena and just release the Report.
Something is so wrong within Gwynedd Council's Social Services.
Wednesday, 14 February 2018
Re-Post From Last Year - Groundhog Day At Gwynedd Council.
A re-blog from 9 months ago - To be honest even I didn't think that
the Council could/would act as badly as they have...but they have...
Where is the Independent Investigator's Report ?
"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 Fail.: Groundhog Day At Gwynedd Council.:
Where is the Independent Investigator's Report ?
"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 Fail.: Groundhog Day At Gwynedd Council.:
Friday, 9 February 2018
Cyngor #Gwynedd Council And It's Delayed Response.
Still no sign of the Independent Report into a Stage 2 complaint first raised with Cyngor Gwynedd council in May, last year, on the advice of the Ombudsman for Wales.
Out of frustration we emailed the Corporate Management team - see post from the 17th January -
https://gwyneddsfailingcouncil.blogspot.co.uk/2018/01/so-we-emailed-cyngor-gwynedd-councils.html
Our questions were not answered to any satisfaction but we were told by an Executive Officer on behalf of the Director of Social Services, Morwena Edwards, that we would be receiving an update -
"Thank you for your email and I apologise that I am unable at this point to answer your questions fully.
I understand that a meeting with the Independent Investigator has been arranged on the 30th of January. Following this meeting the Service will be in a better position to advise you on a timescale for sharing the report.
I understand your frustrations that this is taking longer than expected, however Lowri Williams will provide you with an update following the meeting on the 30th."
As no update has been forthcoming we sent an email to the Director, Morwena Edwards, on the 6th February -
"Dear Mrs Edwards,
It has been a week since Senior Managers met with the Independent Investigator and we have not received any update as your Executive Officer promised.
It has been a week since Senior Managers met with the Independent Investigator and we have not received any update as your Executive Officer promised.
So please now answer our very pertinent questions in relation to the stage 2 complaint first raised in May, last year, without delay and release the report immediately.
We remind you that the Council have had the report for 14 (fourteen) weeks now and it is coming up to 9 (nine) months since the complaint was first raised.
We are aware that two months were lost due to the accident befalling the first Investigator so 7 (seven) months in a process that by your own Statutory Policy should take 25 working days".
*****************
The Director and senior management remain silent.
Perhaps they are all taking the half term holiday early this year ?
Something is so badly wrong within Cyngor Gwynedd Council and its Social Services.
Thursday, 25 January 2018
Gwynedd Council Stage 2 Complaint - 8 Months Today.
Today marks 8 (eight) calendar months since a stage 2 complaint was raised against Cyngor Gwynedd council on the advice of the Ombudsman for Wales.
Two months were lost due to the original Independent Investigator meeting with an accident and so was unable to continue.
Six months then in a process that should, according to the council's own Statutory Policy, be completed in 25 working days.
#Gwynedd council were handed the Independent Investigator's Report at the end of October.
So where is the Report ?
Two months were lost due to the original Independent Investigator meeting with an accident and so was unable to continue.
Six months then in a process that should, according to the council's own Statutory Policy, be completed in 25 working days.
#Gwynedd council were handed the Independent Investigator's Report at the end of October.
So where is the Report ?
Wednesday, 24 January 2018
Snoopers Tut....
The last two days have seen some very unusual activity on my Blogspot and Wordpress accounts so I have temporarily locked them.
The software I am using indicates that only two devices are responsible for the traffic and it also indicates that the signal is being routed through either a Tor browser, VPN or both.
The data log created is huge and will take ages to sift through but it does show that one of the exit node points is in North Wales.
Now who in North Wales is so interested in going through my accounts with a fine tooth comb at this present time?
The software I am using indicates that only two devices are responsible for the traffic and it also indicates that the signal is being routed through either a Tor browser, VPN or both.
The data log created is huge and will take ages to sift through but it does show that one of the exit node points is in North Wales.
Now who in North Wales is so interested in going through my accounts with a fine tooth comb at this present time?
Tuesday, 23 January 2018
Complaint Against Gwynedd Council - 6 Of 6.
The customer care and complaints department at Cyngor Gwynedd council continue to remain silent in regard to our complaint first raised in May, last year on the advice of the Ombudsman for Wales.
So this is the sixth and final point of our Stage 2 complaint -
Despite repeated requests, (complainants) have never been offered a carers assessment by social services.
And our desired outcome -
The complainants seek a Carers Assessment to be undertaken and completed by Gwynedd County Council.
I am reminded that we had to ask Sian Gwenllian, #Plaid_Cymru AM for Arfon for help in getting the Children and Family department to respond to our request for a carer's assessment, last year.
It took Marian Parry Hughes, Department Head of Children and Family services three months to respond to the AM....
"...we had responded to the family's lawyer, by letter from Sharron Carter, Senior Operational Manager, dated March 27th setting out the reasons for not offering a carer's assessment to (Mother)"
The solicitor states this letter was never received.
More detail on this from an earlier post - https://gwyneddsfailingcouncil.blogspot.co.uk/2017/07/gwynedd-department-head-finally.html
This child has a diagnosis of Autism, PDA and the council itself has made reference to the childs 'complex needs'.
Marian Parry Hughes goes on -
"This response was sent following consultation with our legal department. Consideration was given to the Social Services and Well-being (Wales) Act 2014 and the Equality Act 2000 when considering our response...
...(childs) needs does not make him eligible to receive a care and support plan, and (...) did not reach the cirteria to be considered as a disabled child/young person under the Equality Act. Therefore, since the Act specifies that a carer's assessment is offered to carers of a disabled adult or child, we were not in a position to assess (mother) as a carer..."
**************************
Where is the Independent Report ?
So this is the sixth and final point of our Stage 2 complaint -
Despite repeated requests, (complainants) have never been offered a carers assessment by social services.
And our desired outcome -
The complainants seek a Carers Assessment to be undertaken and completed by Gwynedd County Council.
I am reminded that we had to ask Sian Gwenllian, #Plaid_Cymru AM for Arfon for help in getting the Children and Family department to respond to our request for a carer's assessment, last year.
It took Marian Parry Hughes, Department Head of Children and Family services three months to respond to the AM....
"...we had responded to the family's lawyer, by letter from Sharron Carter, Senior Operational Manager, dated March 27th setting out the reasons for not offering a carer's assessment to (Mother)"
The solicitor states this letter was never received.
More detail on this from an earlier post - https://gwyneddsfailingcouncil.blogspot.co.uk/2017/07/gwynedd-department-head-finally.html
This child has a diagnosis of Autism, PDA and the council itself has made reference to the childs 'complex needs'.
Marian Parry Hughes goes on -
"This response was sent following consultation with our legal department. Consideration was given to the Social Services and Well-being (Wales) Act 2014 and the Equality Act 2000 when considering our response...
...(childs) needs does not make him eligible to receive a care and support plan, and (...) did not reach the cirteria to be considered as a disabled child/young person under the Equality Act. Therefore, since the Act specifies that a carer's assessment is offered to carers of a disabled adult or child, we were not in a position to assess (mother) as a carer..."
**************************
Where is the Independent Report ?
Monday, 22 January 2018
Complaint Against Gwynedd Council - Three Become One.
It is now 12 weeks since Cyngor Gwynedd council received the 'Independent Report' into our Stage 2 complaint first raised in May, 2017, as advised by the Ombudsman for Wales.
The council continue to ignore our requests for a copy of the Report and refuse to say whether our 6 points of complaint have been upheld by the Investigator.
The previous posts have given details of two points - of six - of our complaint and may go someway to explain Gwynedd's Children and Family Support Department's seeming reluctance to share the report with ourselves.
Due to the limitations I have in publicising this case and the way the Independent Investigator has written the complaint it is easier to discuss the next three points as one.
All three points of complaint reference the input of Senior Social Worker, Delyth Davies, who was assigned to carry out a Core Assessment of Needs on a diagnosed Autistic child with PDA and other complex issues.
The complaint contends that the Core assessment does not reflect the needs of the child and totally ignores the fact the child has needs relating to independence, socialisation and self-care skills, the child also has S.E.N. It states that all the child's needs are met by parents and education, but with no regard for the future and what the needs and possible limitations may be as the child enters adulthood.
I have been involved in Assessments in the past - assessing the elderly for dementia and related care needs - and in my professional opinion the assessment undertaken by Delyth Davies was 'inadequate' to say the least.
Delyth Davies was questioned by the parents why the assessment considered the child to have no 'disability', she acted surprised and stated that it was a mistake. When asked if she would then put right her 'mistake', she said she could not answer at that time, due to having to speak with her managers first. Those managers are Sharron Carter Williams and Melvin Panther.
Delyth Davies had asked for additional information to be sent electronically to her as she stated she could only add information and amend things on the computer and she couldn't just 'dip in and out of it'.
My wife duly scanned and sent copies to Delyth Davies electronically for this purpose, as she was asked. No changes were made.
Information provided by parents and a Tutor were 'filed' instead of being included in the Core Assessment as promised, nor was a change made to the Core Assessment to state that the child was considered disabled.
The complaint also asks Delyth Davies, for an explanation of why she thought it appropriate to send an email regarding our complaint to someone not being part of or involved, in any way, with the complaint.
I have sighted the email and I read it as being written for one reason only - to maliciously cause trouble for my wife. Hopefully, the social worker's explanation when finally released will assure me this is not the case.
The council continue to ignore our requests for a copy of the Report and refuse to say whether our 6 points of complaint have been upheld by the Investigator.
The previous posts have given details of two points - of six - of our complaint and may go someway to explain Gwynedd's Children and Family Support Department's seeming reluctance to share the report with ourselves.
Due to the limitations I have in publicising this case and the way the Independent Investigator has written the complaint it is easier to discuss the next three points as one.
All three points of complaint reference the input of Senior Social Worker, Delyth Davies, who was assigned to carry out a Core Assessment of Needs on a diagnosed Autistic child with PDA and other complex issues.
The complaint contends that the Core assessment does not reflect the needs of the child and totally ignores the fact the child has needs relating to independence, socialisation and self-care skills, the child also has S.E.N. It states that all the child's needs are met by parents and education, but with no regard for the future and what the needs and possible limitations may be as the child enters adulthood.
I have been involved in Assessments in the past - assessing the elderly for dementia and related care needs - and in my professional opinion the assessment undertaken by Delyth Davies was 'inadequate' to say the least.
Delyth Davies was questioned by the parents why the assessment considered the child to have no 'disability', she acted surprised and stated that it was a mistake. When asked if she would then put right her 'mistake', she said she could not answer at that time, due to having to speak with her managers first. Those managers are Sharron Carter Williams and Melvin Panther.
Delyth Davies had asked for additional information to be sent electronically to her as she stated she could only add information and amend things on the computer and she couldn't just 'dip in and out of it'.
My wife duly scanned and sent copies to Delyth Davies electronically for this purpose, as she was asked. No changes were made.
Information provided by parents and a Tutor were 'filed' instead of being included in the Core Assessment as promised, nor was a change made to the Core Assessment to state that the child was considered disabled.
The complaint also asks Delyth Davies, for an explanation of why she thought it appropriate to send an email regarding our complaint to someone not being part of or involved, in any way, with the complaint.
I have sighted the email and I read it as being written for one reason only - to maliciously cause trouble for my wife. Hopefully, the social worker's explanation when finally released will assure me this is not the case.
Friday, 19 January 2018
Censoring Of Personal Information By Cyngor Gwynedd Council.
It is the end of another week and Gwynedd
Council continue to remain silent in regards to the Independent
Investigator's Report into our Stage 2 complaint raised in May, last
year, on the advice of the Ombudsman for Wales and so I am placing the
second point of our complaint on to the blog.
It involves censoring of personal information obtained under a SAR (subject access request) and a Data breach.
Data & Information: The complainants have been provided with an email by Gwynedd County Council which had been partially censored. They believe that there was no legitimate reason to censor the information as there were no third party information within the email, and they believe that the censored narrative was an attempt to prevent them from reading disparaging comments about them by Mel Panther to a professional in the education department.
The complainants were also given emails which contained information shared between professionals relating to other children, which was their personal information and a clear breach of data protection and confidentiality.
***************************
The complaint says it all really and our desired outcome was -
The Data breach involves sending us the name(s) of children receiving support from the council and also names the school the child attends.
It involves censoring of personal information obtained under a SAR (subject access request) and a Data breach.
Data & Information: The complainants have been provided with an email by Gwynedd County Council which had been partially censored. They believe that there was no legitimate reason to censor the information as there were no third party information within the email, and they believe that the censored narrative was an attempt to prevent them from reading disparaging comments about them by Mel Panther to a professional in the education department.
The complainants were also given emails which contained information shared between professionals relating to other children, which was their personal information and a clear breach of data protection and confidentiality.
***************************
The complaint says it all really and our desired outcome was -
The
complainants seek an explanation for the censoring of their own
information, and whether or not it is legal to do so. They seek an
explanation from Melvin panther as to how he thought it in any way
appropriate or professional to speak about them in such a derogatory
manner to another professional working with the family.
In relation to the information containing other children’s details, they wish for this to be dealt with via the Council’s information/Data protection security policy & procedure.
In relation to the information containing other children’s details, they wish for this to be dealt with via the Council’s information/Data protection security policy & procedure.
****************************
There are at least four (4) emails that have been censored by a black marker pen.
All of the censored emails were sent by Melvin Panther, a senior manager in Gwynedd Children and Family Support department.
Now I am not suggesting that Mr Panther censored his own emails, which we were the subject of, because everyone who works in the Care sector has to sign the Data Protection Act and it will have been made very clear to them at the time that altering records or other peoples information, in any way, is a criminal offence.
But someone did indeed censor our personal information, we believe, in attempt to cover up the disparaging remarks made by Melvin Panther. So who ?
I have sighted the response by the Education department to Mr Panther and I read it as a polite slap down so my thanks to that Education officer.
Melvin
Panther is a Manager of the social worker, Jamie Haydon, named in the
point of complaint discussed in the previous post.All of the censored emails were sent by Melvin Panther, a senior manager in Gwynedd Children and Family Support department.
Now I am not suggesting that Mr Panther censored his own emails, which we were the subject of, because everyone who works in the Care sector has to sign the Data Protection Act and it will have been made very clear to them at the time that altering records or other peoples information, in any way, is a criminal offence.
But someone did indeed censor our personal information, we believe, in attempt to cover up the disparaging remarks made by Melvin Panther. So who ?
I have sighted the response by the Education department to Mr Panther and I read it as a polite slap down so my thanks to that Education officer.
The Data breach involves sending us the name(s) of children receiving support from the council and also names the school the child attends.
Thursday, 18 January 2018
Cyngor Gwynedd Council - Incompetent Or Malicious ?
So why is Gwynedd council delaying the release of the Independent Investigators Report into our Stage 2 complaint raised with the council as advised by the Ombudsman for Wales in May, 2017 ?
I understand that this will spoil the council's data figures and put an end to the boasting by the Head of the Children and Family Department regarding the lack of complaints being escalated to stage 2, but these are small matters when compared to helping a disabled child obtain the help that is due him.
Aren't they ?
I am also aware that using the web to publicise our story may have entrenched some within the council and social services to deny the child his rights and us the Independent Report.
But it was the council themselves who first took to the web to whitewash and diss our attempts at obtaining services for the child and this blog was started to tell the very different reality of our situation, as the report gave a very one sided view of things.
It is becoming increasingly obvious that Gwynedd Council's Complaints Department and Procedure is not fit for purpose and that when or if we are finally allowed the 'Independent Report' will it be so censored or sanitised that it bears no resemblance to the original ?
Fearing this, I feel it would be useful to have some record of the complaint available on the web and so I am going to go through each point of our complaint - and our desired outcomes - here. There will obviously be redactions to protect not only the identity of the child but, also, those employees of the council who have acted professionally.
*****************************
One point of our complaint was -
(Child) was on a Child in Need Plan, and as a result of Jamie Hayden (social worker) not attending the CIN Plan Review Meeting on 25th May 2016, no review was carried out. Complainants wish to know what has happened to (Child's) Child in Need Plan since the last CIN Meeting held in February 2016, and how are social services evidencing that (Child's) needs are being met? (Parents) have never received any correspondence or information informing them that the Child in Need Plan had ended or why.
Our desired outcome to this point of complaint was -
The complainants seek a full and comprehensive explanation from Gwynedd County Council as to why (Child's) Child in Need Plan was not properly reviewed, updated, and minuted, as Gwynedd Social Services department policy and procedure clearly stated..
*****************************
Oh dear - now this could be sticky for the council as all Children cases need careful review and updating and accurate records and minutes kept - not just those on a CIN plan.
Gwynedd's Social Service's past mistakes and failings in this child's case are clearly documented in an Independent Investigators Report from 2010. Nothing appears to have changed.
Yet Gwynedd Council literature, policies etc on complaints handling and outcomes assure the public that lessons are learnt and changes made.
Yet Gwynedd Council literature, policies etc on complaints handling and outcomes assure the public that lessons are learnt and changes made.
Or are they..?
Answers on a postcard postage stamp, please.
More - https://gwyneddsfailingcouncil.blogspot.co.uk/
More - https://gwyneddsfailingcouncil.blogspot.co.uk/
Wednesday, 17 January 2018
So We Emailed Cyngor #Gwynedd Council's Corporate Management Officers....
With Gwynedd council customer care (!) still refusing to respond to our questions regarding the Stage 2 complaint first raised with them on May 25th, last year, we emailed the Corporate Management Team, yesterday, with our concerns - Chief Executive, Dilwyn Williams, Corporate Directors, Iwan T Jones and Morwena Edwards.
FAO Gwynedd Council Corporate Management Team
As you will be aware we have a current Stage 2 complaint ongoing with Gwynedd Council Children and Families Department, first raised on the 25th of May 2017.
The Independent Investigator presented her completed report to the Council at the end of October.
We were then informed that the Council were seeking clarity from the Investigator and questioning the report.
The Council have been in possession of the completed Independent Investigators report for 11 weeks now.
The whole Stage 2 process is as you know to be completed within 25 days, do you find this acceptable ?
We have found the Counci's handling of this complaint and us as complainants to be obstructive, unhelpful and the Council to be utterly lacking in transparency and it is also obvious that Customer Care do not act independently of the Department as they should, which, we contend, leads to complainants being treated unfairly.
We have asked for information regarding the outcome of the Independent Investigation and also the Council's Complaints procedure.
No answers were given, or information provided.
We asked who within the Council we could contact to discuss our issues, we received no answer to this and worse were wrongly advised by Customer Care that we were free to discuss our complaint with the Ombudsman at any time.
We did indeed contact the Ombudsman to discuss the issues surrounding our complaint and were told -
"In relation to your dissatisfaction with the Council’s handling of your Stage 2 investigation, as I explained in my previous email, this matter does not fall within the scope of my investigation and therefore I am unable to consider it....
...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"
In light of the ongoing situation and the bad advice from Customer Care, perhaps you would be so kind as to furnish us with the information we require -
1. Were the six points of complaint upheld by the Independent Investigator or not ?
2. What were the questions presented, by the department, to the Independent Investigator regarding the report submitted to the Council in October ?
3. Who is the Adjudicating Officer in this matter?
4. On what date can we expect the Council to provide us with the report ?
5.Please provide us with a link to Gwynedd Council's Policy and Welsh Government guidelines that supports the Council in withholding the outcome of the Independent Investigator's Report and the Report itself.
6. Please advise us of our rights as complainants in relation to our being supplied with the above information, without delay.
7. We ask that 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 the Council on the 25th May, 2017 ?
We also ask that you view the emails between ourselves and Customer Care, as that will give you further insight into our very pertinent concerns.
******************************************
Today, we received an email from a Senior Executive Officer on behalf of Morwena Edwards.
It was brief - 3 sentences - thanking me for our email and included the line -
"I can assure you that Gwynedd Council takes all complaints seriously and I will endeavour to respond to the specific questions detailed in your email within 5 working days."
Well.. we are not assured - who would be after being treated so badly for so long ? - and so emailed back with the question we have been asking ever since the Independent report was received by The Council in October, last year.
"Have our 6 points of complaint been upheld by the Independent Investigator ?"
The email was swiftly answered by the council -
"Whilst I understand your frustrations, without having had the opportunity to look into the matter, I am unable today, to answer your question. I will respond to you within 5 working days."
More delay in a process that has taken nearly 8 months now.
Something is so badly wrong within Gwynedd Council.
More - https://gwyneddsfailingcouncil.blogspot.co.uk/
FAO Gwynedd Council Corporate Management Team
As you will be aware we have a current Stage 2 complaint ongoing with Gwynedd Council Children and Families Department, first raised on the 25th of May 2017.
The Independent Investigator presented her completed report to the Council at the end of October.
We were then informed that the Council were seeking clarity from the Investigator and questioning the report.
The Council have been in possession of the completed Independent Investigators report for 11 weeks now.
The whole Stage 2 process is as you know to be completed within 25 days, do you find this acceptable ?
We have found the Counci's handling of this complaint and us as complainants to be obstructive, unhelpful and the Council to be utterly lacking in transparency and it is also obvious that Customer Care do not act independently of the Department as they should, which, we contend, leads to complainants being treated unfairly.
We have asked for information regarding the outcome of the Independent Investigation and also the Council's Complaints procedure.
No answers were given, or information provided.
We asked who within the Council we could contact to discuss our issues, we received no answer to this and worse were wrongly advised by Customer Care that we were free to discuss our complaint with the Ombudsman at any time.
We did indeed contact the Ombudsman to discuss the issues surrounding our complaint and were told -
"In relation to your dissatisfaction with the Council’s handling of your Stage 2 investigation, as I explained in my previous email, this matter does not fall within the scope of my investigation and therefore I am unable to consider it....
...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"
In light of the ongoing situation and the bad advice from Customer Care, perhaps you would be so kind as to furnish us with the information we require -
1. Were the six points of complaint upheld by the Independent Investigator or not ?
2. What were the questions presented, by the department, to the Independent Investigator regarding the report submitted to the Council in October ?
3. Who is the Adjudicating Officer in this matter?
4. On what date can we expect the Council to provide us with the report ?
5.Please provide us with a link to Gwynedd Council's Policy and Welsh Government guidelines that supports the Council in withholding the outcome of the Independent Investigator's Report and the Report itself.
6. Please advise us of our rights as complainants in relation to our being supplied with the above information, without delay.
7. We ask that 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 the Council on the 25th May, 2017 ?
We also ask that you view the emails between ourselves and Customer Care, as that will give you further insight into our very pertinent concerns.
******************************************
Today, we received an email from a Senior Executive Officer on behalf of Morwena Edwards.
It was brief - 3 sentences - thanking me for our email and included the line -
"I can assure you that Gwynedd Council takes all complaints seriously and I will endeavour to respond to the specific questions detailed in your email within 5 working days."
Well.. we are not assured - who would be after being treated so badly for so long ? - and so emailed back with the question we have been asking ever since the Independent report was received by The Council in October, last year.
"Have our 6 points of complaint been upheld by the Independent Investigator ?"
The email was swiftly answered by the council -
"Whilst I understand your frustrations, without having had the opportunity to look into the matter, I am unable today, to answer your question. I will respond to you within 5 working days."
More delay in a process that has taken nearly 8 months now.
Something is so badly wrong within Gwynedd Council.
More - https://gwyneddsfailingcouncil.blogspot.co.uk/
Friday, 12 January 2018
Cyngor Gwynedd Council Stage 2 Complaint 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/
Tuesday, 19 December 2017
#Gwynedd Council - Independent Investigation - Stage 2 Complaint.
It is the week before Christmas and Cyngor Gwynedd customer care(!) send me an email in connection with the Independent report which they have had in their possession for over 7 weeks now.
They tell me the report has - finally - been sent back to the Investigator for questions to be asked and seeking the clarity they said was to be sought weeks ago -
"....I will arrange a meeting the first week in January for the Senior Managers to discuss the report.
This is the situation as it currently stands, if something does change I will let you know."
We have repeatedly asked for a copy of the report, who the adjudicating officer is in this matter and whether or not the Independent Investigator has upheld our 6 points of complaint.
The council have refused to answer us and when asked who we may contact in order to discuss our concerns in the interest of fairness and transparency, we received the following -
"If you wish to discuss your concerns regarding the Stage 2 investigation, you are welcome to contact the Ombudsman at any point."
We obviously wanted to discuss our concerns with council officers actually dealing with our complaint and not the Ombudsman - that may come later.
We have repeatedly asked for a copy of the report, who the adjudicating officer is in this matter and whether or not the Independent Investigator has upheld our 6 points of complaint.
The council have refused to answer us and when asked who we may contact in order to discuss our concerns in the interest of fairness and transparency, we received the following -
"If you wish to discuss your concerns regarding the Stage 2 investigation, you are welcome to contact the Ombudsman at any point."
We obviously wanted to discuss our concerns with council officers actually dealing with our complaint and not the Ombudsman - that may come later.
But as the council are aware it was the Ombudsman who first 'suggested' to me to raise the complaint way back in May.
The Ombudsman wrote -
" I have also informed the Council of your intention to submit a complaint and that I expect it to provide you with a full response to your concerns."
That was 7 MONTHS ago....
More - https://gwyneddsfailingcouncil.blogspot.co.uk/
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