26 November 2017

and they just don’t if they don’t know the structure you don’t know who’s responsible for what so how can you put these people on the front line and these are supposed to be fully trained customer service agents and i’m not talking just on the main number i’m talking on repairs and every other section that you want you want to be transferred to another number because their voicemail system or the voice menu system can you put put through to something and you say it and it goes goes to the wrong place most of the time and there’s no once you’ve said cancel and it doesn’t cancel you have to go through to someone and you probably spent four or five minutes on the phone at this stage and in my experience most of the time you go through to someone who’s someone who’s voice mail and then you have to stop hang up start again so to say it takes two hours to get through to the right person or to get to talk to someone is not an understatement sometimes it can be really lucky except if it’s coming from my number because i’ve tested this i’ve called the council from an alternate number that i’ve got and it gets for a lot quicker than my number so all started a few years ago all this when they made me victatious because i wanted to find out what sort of phone system they were using because i’ve worked with phone systems and most of the time they don’t have to be set up to be private you just take a box and publish a telephone number so staff training back to diagram council um mental illness training as i mentioned previously i’ve been advised that oh all our staff have been trained in mental health mental illness awareness i’d like to know the numbers probably not any point in putting an foi because they probably do a section four and vexatious complain and not answer me anyway but hey anyone watching this ask them see how many people have been on the mental health awareness training um another thing that’s wrong with barking dagon council is openness when you do get an answer this is like three years ago when i asked them about their phone system it went on for weeks they don’t give you a straight honest open answer they tried to give you an answer mean meeting the minimum needs of the question in fact that’s another point they don’t if you ask several questions on one email i tend to find that they will answer what they want on the email if it’s lowered down on the email they won’t read it all they’ll start answering the first few questions so and i’ve tested that by putting bits down the bottom of an email that’s very important and they’ve basically overlooked it

and on the phone system bark and dagnam issue private numbers or advertise private numbers when they contact you which is a bit odd in my book for what’s called a public organization so why aren’t they actually advertising a number they’ve tr i’ve tried to get this answer and it varies from we’re not going to tell you to our phone system is so old and yet when i read something from their internet a couple of years ago saying they were going to go to an all mobile system and queried that oh no that was only an idea we were playing with they didn’t even know where it got their information from but all public organizations not just barking dragon council all public organizations should issue a public facing number when they contact you it’s a public body why are they allowed it should be a criminal offence to withhold your number from a public organization except for certain circumstances and that would be like really rare national defense

issues like that general day-to-day advertiser number even if it’s not a directly contactable number it should be a number that you can put in your phone book and it will recognize it as a council number but generally i would advise it should be the main contact number if you’re being called from a department it would be good if you had a department-wide contact number so you didn’t have to go through the menu system every time to get put through to the wrong person or the wrong department so general contact numbers department contact numbers then it goes into a department call center or call group and then someone in that department at least will pick up at the moment you waste time they don’t actually design the phone system for someone that’s busy and working in fact i’ve been told by bargaining diagonal council on several occasions that they plan that ninety percent of residents are unemployed so this is the reason why they put people at risk by just turning up for repairs or turning up for gas safety checks without writing and without planning that is not good it’s should be under health and safety at minimum anyway um and another thing that bark and dagman seem to i can’t speak for everyone else i’ve worked for you know six or seven councils and i’ve not seen this happen anywhere else but i can’t say this doesn’t happen anywhere else um they don’t believe what customers tell them um they treat with contempt for example i remember putting a repair in once and i stopped doing it after this and i diagnosed the forward because i’m not stupid you know i can’t remember what put down but i said please make sure you put down it’s this this and this that needs replacing because they’ll need to order apart

and when the repaired person came around this was years ago before they started blocking the repairs and changing the system and not being able to get scheduled diary because people don’t call back on disclosed numbers and they don’t leave a voicemail when they call back see the previous videos um when the repair person came round he started walking all around the ass and doing full investigations about what the issue was and i said but didn’t you get any notes on it because i told him exactly what the issue was because i spent like three days diagnosing it and they said oh no we have to take the notes off because we can’t trust what you say not me personally i don’t think but they have to come around and investigate at the end of the day it was what i told them on the notes but they just spent like two hours trying to find out what it was because they had to go through a checkbox system surely it would have been quicker to leave the notes on then the engineer comes around and sees what the notes say and then see if i was right and then they can eliminate that straight off rather than do all the other bits of them pieces anyway that’s the little winch bark and dagnam customer services last time i checked the corporate structure there was not customer services director say previous video i know i’ve mentioned this part of the issue with barking dagon council is the fact they haven’t got a customer services director it’s just someone that deals with complaints and that’s it and even that’s been restricted you can’t contact complaints by phone anymore it’s only mail and email what customer services complaints department doesn’t allow direct phone communication that’s bizarre um so they need to reinstate a customer services director and they need to have direct control over compliance and all customer services issues and report directly to the chief exec

only then can customer services and i’m talking customer services director above all other department heads so they can tell all departments how they are supposed to be working melanis well we’ll have the customer services director as a director but he won’t be above anyone else and so he can’t tell anyone else or she can’t tell anyone else what to do no they need to be above everyone apart from the chief exec so that they can actually turn around and say well this is wrong you need to do this no discussion if the customer services director says you’re doing it wrong you need to do it this way they have to do it that way um that’s about it it’s a short one tonight as i say it’s the weekend and i’m not gonna bore you to death so the only other bit i’ve got is day three nine pound weight loss so far um thanks to a friend of mine i’ve gone shopping this afternoon

without her i would not be able to go out i wouldn’t be able to get shopping no one at the council seems to care but nine pound weight loss went out got some meal got some coffee got food for the cat no food for me walked all the way around supermarket wasn’t even tempted to eat so if people think i’m joking about this please do ask around people that know me know that once i dig my heels in i dig my heels in so thank you for watching please subscribe follow me get all the updates this is daily i will find something to talk about every day while i’m on hunger strike and tomorrow is going to be interesting it’s going to be how i’ve been treated by the mental health team so thank you good night speak to you tomorrow