follow us: @_EalingNews
call us: 07488 352 974
email us: news@ealing.news

Ealing residents want new Ealing Council CEO to review online only complaints process which they say discriminates against those not online or unable to get online

Ealing residents are asking Ealing Council’s new chief executive Tony Clements to review the council’s policy of only dealing with complaints online through its website and not by post or even email.

Residents say making the complaints process online only is detrimental to those who don’t have internet access or are not able to go online in order to make a complaint. They also point out that as it also requires a MyAccount, it limits people who have no need to set up an account as they may be members of a family and for privacy and personal reasons may not wish their complaint to be linked to another family members account.

Mr Clements, who joined Ealing Council earlier this month, replaced previous CEO Paul Najsarek who joined the council in February 2016 and left in December 2021.

An interim chief executive, Paul Martin joined Ealing Council in February 2022 and left prior to Mr Clements taking up his role in July.

In an auto-responder, when residents contact the chief executive’s office, via the email address chiefexecutive@ealing.gov.uk, the reply says: “Thank you for contacting the Chief Executive’s office. Please note that from 16 December, there has been a change in the council’s complaints procedure and all complaints now need to be submitted online via the council’s website and My Account. You can access all the necessary information about the new procedure and how to fill in the complaint form on the customer portal.”

“This discriminates against so many residents in Ealing who don’t have access to the internet and therefore are digital disadvantaged as a result of only allowing complaints to be made through the Ealing Council website,” one resident told EALING.NEWS. “There are many people who don’t have computers at home to go online but they still have typewriters to write a formal complaint.  Or they may not want to use the family MyAccount for privacy or personal reasons. The council should not dictate the method by which they will recognise a complaint being made.”

Councillor Gary Malcolm, leader of the ppposition, Ealing Council told EALING.NEWS: “Liberal Democrats want to see Ealing Council both support those who cannot easily use IT systems but improve the process for those who prefer to use My Account system. By forcing people to use My Account up to 10% of our borough are being treated badly and unfairly. Liberal Democrats say that Ealing Council should not be treating our most vulnerable in this way.”

Councillor Julian Gallant, Conservative group leader said: “There needs to be a parallel approach. We need to help residents go online by making access as easy as possible and offering help where necessary. At the same time we must never exclude residents who find it hard to use My Account. Conservatives say that the Council is there to serve all Ealing residents and their particular needs.”

EALING.NEWS has contacted Ealing Council for a comment.

Are you an Ealing resident with a story to share? Or spotted something we should know about?
Get in touch with us by emailing: news@ealing.news or contact us on X @_EalingNews

SUBSCRIBE FOR FREE TO THE EALING.NEWS NEWSLETTER

GET OUR GREAT NEWS, FEATURES, REVIEWS AND MORE DIRECT TO YOUR INBOX

SUPPORT JOURNALISM IN EALING

LATEST EALING.NEWS UPDATES

MORE FROM EALING.NEWS