OS:Property: And We Thought Smith And Jones Were The Good Guys. (427)

To the Business Secretary.
For Clarity - Attempt 427.

427) And We Thought Smith And Jones Were The Good Guys.

Dear M Javid,

As we saw in our previous Attempt (426) the Executive Summary of DJS Research's final Customer Satisfaction Report for the Ombudsman Services:Property  2010-11 Annual Report, left out most of the juicy bits and for some reason - known only to themselves - Lewis Shand Smith and Dame Maggie Jones chose not to comment on it.

However, they did say that the Report's,
"results will be used by OS:Property to measure customer service levels and prioritise improvements for the future."
(OS:Property Annual Report 2010-11)
But they said something similar the previous year and then, "reduced financial awards significantly" despite DJS recommending that they be raised significantly.

Our invitation for readers to become Chairmen-with-unimpeachable-integrity appears to be growing in popularity.
Q. As just such a Chairman, if independent advice was to raise the levels of financial awards to be more in line with the losses complainants were actually experiencing, due to the incompetence of RICS surveyors, would you have also lowered them? 
Q. Would you have considered that to have been an, "improvement" and if so, for whom?

DJS Research's final Customer Satisfaction Report can be downloaded if you type "DJS Research" into the box at the top of their webpage - www.ombudsman-services.org

If you do you should see a woman sitting in a chair accompanied by the words - "Our People Are Highly Skilled."

DJS Research state,
1.9: Looking specifically at Investigating Officers, views were mixed with only about a half satisfied with the friendliness, helpfulness, knowledge, understanding, reliability and authority to deal with the problem. This likely to reflect the high proportion who felt the outcome of the case went against them.
Q. As Chairman, does that sound like a working definition of a highly skilled worker?

Q. As Chairman, with unimpeachable integrity and no particular axe to grind, would you be satisfied with the situation that found your people not having the requisite knowledge, understanding, reliability or authority to deal with complex property complaints?

Q. As Chairman, and someone who works closely with Lewis Shand Smith and his team, would you agree with him when he says that people who don't appear to have the knowledge, understanding, reliability or authority to investigate complex property complaints, have handled them -"successfully?" 

Q. As Chairman, how do you rate the above as a measure of customer service and what would your priorities now be?

Why not be Chairmen-for-the-day, be part of democracy in action and share with the Ombudsmans61percent Campaign your views on just how you would have managed this situation. Thanks. Steve Gilbert.