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Without Prejudice Mervelee Myers Issue Metropolitan Commissioner Sir Mark Rowley 1st Black Commander Lambeth Southwark Seb Adjie-Addoh Nigel Pearce Of A New Met For London I Have Names Of Those Made Attempts On My Life 30/10/2017 To Date On List HMCTS CPS CJS SRA BSB IOPC JCIO CCMCC MOPAC HMPPS CLCC CCCS DBS Criminals Need ERT Violent Nuisances Gag Is Firmly In Place Reasons LEYF Bully Who Came On Road To Trigger Me Did Not Get One Swear Word Back In Control Of The MIRAGE Cause Childhood Traumas Social Media Press Must Take Trip To BIB Nursery Find Out What They Hiding Am Aunt Anita Each Time I Pass That Way I Will Create Content I Did Not Write Happy Birthday To Ervin Julius Emster Nembhard I Keep Distance June O’Sullivan Is Wanted Richard Harty MIC Mastermind Of Drag Queen Storytellers Please Return The MBE Seek CBT 17/7/2024

King’s Complaint Reference 3446
LG
LEWIS, Gayle (KING’S COLLEGE HOSPITAL NHS FOUNDATION TRUST)gaylelewis@nhs.net

   To:​ You
​
Thu 18/04/2024 15:14

You replied on Wed 05/06/2024 07:48
You replied on Wed 05/06/2024 07:48
Dear Ms Myers,

My name is Gayle Lewis, and I am a Patient Complaint Officer at King’s College Hospital. My reason for contacting you is to introduce myself and to confirm we are taking the concerns you raised about your recent experience at King’s forward through the formal complaints process.  The Trust aims to have investigated your concerns within 40 working days. Once our investigations are complete we will send you a formal response in a letter from one of our Executive team.  If at any stage we find we need more time to complete our investigations we will contact you to inform you of this.

I have read your account of what happened and apologise that this led to you raising a complaint.

To aid our investigation into your concerns, I have listed key points that you have asked us to respond to.

·        Complainant arrived to witness Mr Tomlinson falling out of bed, the nurse accompanying the complainant did not notice this

·        Complainant decided to video events as wanted a record of the incidents that took place

·        Complainant states that nursing staff were abusive towards her and not caring for her husband appropriately

·        Security staff were called and ejected (roughly handling her, causing her fingernail to break) her from the building – she asked for her coat which was returned with money missing from the pocket.

·        Was safeguarding in place for complainant’s husband

To ensure we understand the key points within your complaint that you would like answered and to ensure a thorough investigation takes place, I want to ensure that I have accurately presented your key concerns.  It would also be helpful to understand the outcome you are seeking.  Typical outcomes from raising a complaint would be:

•             An official explanation in the form of a written response.

•             An apology for a poor experience.

•             Process improvements to help ensure a similar occurrence does not happen in the future.

•             Potential retraining for staff, if identified through the course of the investigation.

I would be grateful if you could confirm this is a fair reflection of your concerns for our investigation.  If this is not correct, or you have additional issues you would like us to investigate, then please contact me to confirm these points.

If you need communication support such as an interpreter or information in another language, audio, Braille, Easy Read or large print, please let me know. If there is anything you wish to discuss about your case, please either email or contact Olivia on 0203 299 4515. 

With kind regards

Gayle Lewis

Gayle Lewis

Patient Complaints Officer

Patient Complaints

King’s College Hospital NHS Foundation Trust

Denmark Hill, London, SE5 9RS

Chat with me on Teams 

Direct line: 020 3299 4501 | Switchboard 020 3299 9000 Ext 34501

Email: gaylelewis@nhs.net or kch-tr.patientcomplaints@nhs.net

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Refer to

Your brand-new Resident Panel hub is here!

HS Housing Ombudsman Service<housing-ombudsman@public.govdelivery.com>

   To:​ You Tue 02/07/2024 07:31

Access to the brand-new hub is now live and if you missed it you can now catch up on the meeting on 18 June

View as a webpage

2 July 2024

Dear Resident Panel member 

We hope you are well.

Thank you to those of you that attended the first panel meeting on Tuesday 18 June. The meeting was held in the style of one of our national Meet the Ombudsman events, where the Ombudsman answered questions pre-submitted before the meeting. If you missed the meeting or would like to watch it again – you can catch up on the recording below.

We are excited to let you know that we have built a brand-new online hub exclusively for Resident Panel members. Read on to access the new engagement platform and have your say on how we communicate with the panel. 

In other news, this month we will be hosting the first special interest discussion on how the Housing Ombudsman can help shared owners with housing complaints. 

Read on to find out more!

Catch up on the recording from the panel meeting on 18 June 

If you missed the panel meeting on 18 June, or would like to watch it again, you watch a recording of the meeting via the link below. The panel met Housing Ombudsman, Richard Blakeway, and Chief Operating Officer, Andrea Keenoy, who answered questions pre-submitted by panel members. 

We had lots of excellent questions and will answer more of the questions we received before the meeting and in the meeting chat, after the election has taken place on 4 July. 

We also wanted to let the panel know that there is no expectation of attending every meeting or responding to every survey. You do not need to send us an email if you are unable to attend a meeting due to other commitments – we know that everyone has busy lives!  

Catch up on the meeting

Introducing the brand-new Resident Panel Hub 

We are excited to tell you that we have a brand-new online engagement platform with a hub exclusively for Resident Panel members! Via the hub, you will be able to provide feedback through surveys, have your say on the latest consultations from the service and provide evidence for reports.  

The Hub is now live, and the first survey is available for your feedback. The survey will ask for your views on your panel experience so far, what you would like to see over the next 3 years and your preference for when meetings should be held.  

Head over to the hub to access the first survey! 

Later this month, panel members will also be invited to have their say on the annual resident and landlord survey and provide evidence that will feed into a Spotlight Report on complaints about contractors.  

Visit the Resident Panel Hub

Special interest discussion on Shared Ownership complaints

Earlier this week, we sent an invite to members of the panel that told us they own part of their home to invite them to a special interest discussion which will take place via Zoom on:

Thursday 25 July 2024 at 5pm to 6pm

Special interest discussions are online meetings where a smaller group will talk about a specific topic or issue that we see across our casework or in the sector. If you are a shared owner and have not received an email invite to this meeting, then please get in touch at residentpanel@housing-ombudsman.org.uk

Did you know we have Frequently Asked Questions on our website?

The Housing Ombudsman is working hard to provide a service that is open, transparent, and accessible. We are continuously working to improve the information for residents on our website to ensure it is helpful and easy to understand.  

With the help of the previous Resident Panel, we have updated the Frequently Asked Questions on our website to include more information about our process and how landlords should handle complaints following the introduction of the Ombudsman’s statutory Code on 1 April 2024. 

Read the FAQs on our website

A safe space to share your views

We have set out expectations of panel members and when we may apply our policy on unreasonable behaviour. 

Acceptable use guide

Privacy notice

To find out more about how we use your personal information please read our Resident Panel privacy notice.

Privacy notice

Changed your mind?

If you no longer wish to join the Housing Ombudsman Resident Panel, please send an email to residentpanel@housing-ombudsman.org.uk with your full name and email address and we will remove you from our mailing system.

About the Housing Ombudsman Service

We are a free and impartial dispute resolution service that investigates complaints from residents and leaseholders of member landlords (housing associations and local authorities), as well as for our voluntary members (private landlords and letting agents).

Our vision is to improve residents’ lives and landlords’ services through housing complaints.

Update your subscriptions, modify your password or email address, or stop subscriptions at any time on your Subscriber Preferences Page. You will need to use your email address to log in. If you have questions or problems with the subscription service, please visit subscriberhelp.govdelivery.com.

This service is provided to you at no charge by Housing Ombudsman Service.

This email was sent to ratty.nembhard1956@gmail.com using gov Delivery Communications Cloud on behalf of: Housing Ombudsman Service · 81 Aldwych, London, Greater London, WC2B 4HN

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Without Prejudice Mervelee Myers Apply Being A Panel Member Of The Housing Ombudsman Service To Share Stories Of 32 Years Systemic Discrimination In UK Where A Calf That Was Mistreated On Public Road Gets Attention Than 101 Years Old Husband Arnold Ebenezer Tomlinson Traumatized At Alma Grove Neglected At Kings College Hospital NHS Foundation Trust Where I Had First Nervous Breakdown Assaulted By White Security Nurse Betty Call 6/4/2024 Windrush Vigil I Ask Rev Rose Hudson-Wilkin To Mediate Will Not Swap Black Monkey For Black Dog In Society Where Friends In High Places Change The Law For Right Price In Honour Of Strong Women Everywhere Signed By Metropolitan Police Commissioner Sir Mark Rowley In Brixton Do They Am Mad Social Media Cybercriminals Expose Build Brands With My CPPDP 2009-2024 18/4/2024

What it means to be a panel member and what to expect from online meetings
HS
Housing Ombudsman Servicehousing-ombudsman@public.govdelivery.com


To:​
You
​
Fri 14/06/2024 07:30
We look forward to welcoming you to our first online meeting next week – there is still time to register if you haven’t already
View as a webpage

14 June 2024
Dear Resident Panel member 

You will have heard the news that a General Election is happening on Thursday 4 July. As an arm’s length public body, the Housing Ombudsman’s work will continue, however we will not publish any determinations during this time known as the pre-election period. We are also not able to discuss any matters that might be viewed as political at speaking events, however, we are pleased to let you know that the first Resident Panel 2024-27 meeting will still take place next week via Zoom, as planned.

Resident Panel meeting on Tuesday 18 June 
We are looking forward to meeting those of you that have signed up to join next weeks’ meeting which will take place via Zoom on:

Tuesday 18 June 2024 at 5pm to 6pm

If you have not signed up yet and would like to attend, then please register below. 

Register to join the meeting
Ask the Ombudsman
At the meeting the Housing Ombudsman will be answering questions you sent us following our last email to you.

Thank you to those of you that submitted a question for the Ombudsman. We received a lot of excellent questions and will try to cover as much ground as possible.

It is unlikely that we will have the time to cover every query at this first meeting, but we hope to use this regular mailing dedicated to our members to share learning and continue to improve the information on our website.

Any questions that do not get answered at the meeting, we will provide a written response after the election. 

Do you need help using Zoom?
Our Resident Panel is made up of residents that live in social housing across all areas of England. As a national panel, all our meetings take place on Zoom.

We have put together this helpful guide to let you know what to expect from virtual meetings – from how to register to the meeting itself. 

How panel meetings work
What it means to be a panel member
Since the panel’s appointment, we have received several queries about incentives for panel members. As a member of the Housing Ombudsman panel, you will receive invitations to join meetings with the Ombudsman and its team, asked for your say on consultations, and to provide evidence to our reports and asked for feedback via surveys.  

The Panel will meet around 4 times per year, and we will also sometimes invite you to join smaller, topic focused groups based on the information that you provided when you applied to join.  

We understand you have busy lives, and we would like to stress that there is no requirement to respond to every request for information or attend every meeting.  

As a member of the Housing Ombudsman Resident Panel, you will get to: 

  1. Share your experiences 
    Tell us about your experiences to help us identify areas where services can be improved and help us make sure residents are at the centre of our work. 
  2. Shape our service 
    Attend regular meetings with the Ombudsman and have your say via short surveys, consultations, and virtual discussions. Your feedback will give residents a voice in everything we do. 
  3. Learn more about the Housing Ombudsman 
    Be the first to hear about the work we are doing to improve landlord services and how it will positively impact residents living in social housing.  
  4. Talk to others 
    We want to make sure our service is accessible to all residents that live in social housing. As a Panel member, you can help us reach residents in your local community and raise awareness the service. 

Please note that you will not be paid for being a member of the panel, and we cannot provide IT equipment. We are also unable to discuss individual complaints at meetings or via the resident panel inbox.  

If you need help with a complaint about your landlord please contact the Dispute Support team via info@housing-ombudsman.org.uk

Resident Panel Charter
Housing issues the Housing Ombudsman can consider 
Some of the questions we received were about housing issues that fall outside of our remit to consider. The Housing Ombudsman considers complaints about the housing management activities of a social housing landlord – for example, complaints about repairs, property condition and its response to reports of antisocial behaviour.

We cannot look at complaints about how a local authority allocates properties through its housing register or their duty to provide homelessness assistance. These complaints should be referred to the Local Governement and Social Care Ombudsman.

More information on the housing issues we can consider is available on our website. It would be helpful to get your views on this page – you can provide website feedback via our website or send it to us directly at residentpanel@housing-ombudsman.org.uk

What housing issues can the Ombudsman consider?

A safe space to share your views
We have set out expectations of panel members and when we may apply our policy on unreasonable behaviour. 

Acceptable use guide

Privacy notice
To find out more about how we use your personal information please read our Resident Panel privacy notice.

Privacy notice
Changed your mind?
If you no longer wish to join the Housing Ombudsman Resident Panel, please send an email to residentpanel@housing-ombudsman.org.uk with your full name and email address and we will remove you from our mailing system.

About the Housing Ombudsman Service
We are a free and impartial dispute resolution service that investigates complaints from residents and leaseholders of member landlords (housing associations and local authorities), as well as for our voluntary members (private landlords and letting agents).

Our vision is to improve residents’ lives and landlords’ services through housing complaints.

Contact us | News | Unsubscribe

Update your subscriptions, modify your password or email address, or stop subscriptions at any time on your Subscriber Preferences Page. You will need to use your email address to log in. If you have questions or problems with the subscription service, please visit subscriberhelp.govdelivery.com.

This service is provided to you at no charge by Housing Ombudsman Service.

This email was sent to ratty.nembhard1956@gmail.com using govDelivery Communications Cloud on behalf of: Housing Ombudsman Service · 81 Aldwych, London, Greater London, WC2B 4HN


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