Complaints: what a waste of time

As a tenant support officer under Supporting People, I accompany clients to interviews with the local council.

At one such interview recently, I had the most unpleasant experience of my career with a member of staff who didn’t introduce herself or her role, was rude to me, adopted a very intimidating style while talking to my client, refused to give me her name and did not follow up what she’d said.

I complained to the council but soon realised that the complaints procedure serves only as a defence for jaded and disillusioned council workers, some of whom don’t consider decency or courtesy part of their job.

The reply to my complaint arrived two weeks later than the deadline, stating that the council had investigated and that the woman in question did not behave unprofessionally. It implied that I should have made my role clearer by providing leaflets and information. They had ignored all my concerns; instead, they took the officer’s version of events, which included blatant lies.

I went to stage two of the complaints procedure, feeling very frustrated and angry. I received a reply, this time within the deadline, stating more or less the same.

It implied that the fact there had not been many complaints against the officer in her 10 years of service was sufficient for the council not to suspect her of professional misconduct. Again, it completely ignored concerns and didn’t show any interest in getting my or the client’s opinion.

I gave up, as I could see I was not going to get anywhere. I feel the department decided to take such an unprofessional position because it knew this was not a suing matter. It didn’t have anything to fear as long as all the stages of the complaints procedure were being followed.

I am all for managers standing up for their staff but shouldn’t they sometimes stand up for their customers too?