This tragic death highlights need to review procedures

Published: 17 June, 2010

• I HAVE read your reports about the case of Jennyfer Spencer over the past few months with great sadness and concern.

I am glad to see that the local community is asking for an inquiry into the circumstances leading up to her death, and this is something the Greens support.

However, this case raises an issue as to how well the council deals with people who raise issues that are difficult to resolve or who may not be that good at communicating their concerns.

It seems that in quite a few cases, when residents continue to pursue their complaints, they are labelled as difficult or unreasonable. 

This often means that, rather than the complaint or issue being reviewed, senior officers and even executive members just affirm the original decision and the matter remains unresolved.

Sometimes a simple apology and recognition at an early stage that the case was not dealt with as it should could resolve the matter, but this is not done.

In the end residents lose faith in officers and council believing they are being treated unfairly or discriminated against.

A particular case I am aware of relates to a disabled lady in my ward who was extremely unhappy about being offered no assistance to communicate with the council when she was left severely injured after an accident.

I understand that this resident was not informed that there was help available to those who want to make a complaint but are physically unable to write.

When she finally managed to put her complaint in writing, and continued to pursue the matter, she felt that the issue was trivialised by officers and some of the responses she received left her feeling bullied and threatened.

She feels that the council continues to deny the problems that she has experienced and worries, rightly or wrongly, about being victimised if she raises the issue publicly.

I am aware that many officers act extremely well in addressing difficult cases but too many matters are not properly resolved.

So as well as supporting an inquiry into Jennyfer Spencer’s case, I’ll be calling on the council to review its procedures to ensure that cases are properly resolved wherever possible.

It is essential that Camden investigates complaints fully and fairly, and if it has done something incorrectly that it learns from mistakes so that these situations do not arise again. 

I shall also stress the importance of training officers to ensure they deal with difficult issues in an open and fair way and that they always ensure that those who may be more vulnerable are treated with utmost care and sensitivity and are given clear and full advice on their rights.
CLLR MAYA DA SOUZA
Green Party, Highgate ward