Forum Topic

WBC & Its Mythical 'Back Office'

Does it actually exist? Last Thursday morning I had to cancel a bulky item collection because the Council's waste management service cannot deal with a planter containing some soil.🙄 After waiting for 20 minutes in the Council's phone queuing system I eventually got through to a human. He cancelled the booking but couln't refund my payment because someone in 'The Back Office' has to do it, and said 'they' would call me later that day to process it. Nobody called, so Friday morning I phoned again and the same guy said he would send another message to 'The Back Office' to call me. Nobody called on Friday, and nobody called me yesterday. So, the Council are still holding onto my payment, without providing any service. When I asked to be put through to 'The Back Office' I was told it doesn't take calls, so who do I contact to get this resoved?

Sue Hammond ● 2696d13 Comments

Poor service by the guy you spoke to twice. He should take ownership and ensure its dealt with properly. Also they won't refund until the payment is actually showing as cleared by the bank (assuming it was a cheque or card transfer) as they gave been caught out big time in the past refunding a payment that was then cancelled

Andy Pike ● 2696d

Hi Andy I was hoping you would answer.😋 I agree with you totally about taking responsibility and getting things done, but that doesn't seem to be on the Council's radar now. I understand what you say about being caught out from refunding payments too soon, but when you pay by debit card (as I did) the payment is authorised straight away.

Sue Hammond ● 2696d

Update.

Still no response from Council. Called them again this morning. Explained the whole thing yet again💤and lady said hold on I'll speak to The Back Office and find out what is going on. Was on hold for 11 minutes and my call was disconnected. I called again and was told to process a refund can take 10 days and to call back if not received by then. Bloody ridiculous! 🤬🤬🤬

Sue Hammond ● 2695d

* Bloody ridiculous!🤬🤬🤬🤬

Sue Hammond ● 2695d

She, not much consolation I’m sure but I had a problem transferring the resident parking permit from old car to new. You can do it by post but it takes 28 days and you need to have the number of the new car. After 28 days nada so I went to the Council customer services desk in the Town Hall. The Back Office folk can be seen in the distance. Not many of them there and none of them in a rush. I eventually found out I’d filled the online form in wrongly and had to start again. Then I was told I had to pay £20 more for the privilege of having them do it in person. All hopelessly non-user friendly.  I wish you good luck!

Jonathan Callaway ● 2695d

I remember your issue Jonathan. Typical local government cumbersome and inefficient service. Too many staff, doing too little, in as long a time as they can get away with. Private businesses would soon go to the wall if they behaved in the same way, but because it's a public *service, and I use that *word very loosely, the Councils are untouchable.

Sue Hammond ● 2695d

That brings back memories - I had to apply twice to transfer my permit to a new car, I changed cars just as the new system came in.  I eventually got them to put it through in the town hall, they asked why I didn’t do it online and of course I responded I had, had paid, and then there was no record.  Don’t mind about the £20 but was stressed at the idea of daily tickets!  Up for renewal in August, I’m just hoping the system is better sorted by now.

Mike Warman ● 2695d

Sue ibthinkbfgd problem is the opposite at wandsworth. Years of low council tax means staffing levels af very tight and may be the causd of delay

Andy Pike ● 2695d

Hi Andy. If WBC didn't pay its executives such huge salaries there would be more money in the pot to pay more admin staff.

Sue Hammond ● 2695d

That is a reasonable point of view

Andy Pike ● 2695d

Had great fun with Wandsworth Council yesterday.  Terrible website.  Consequently tried to phone.  No success.  Tried to email.Kept getting it returned.  Gave up.  Coincidentally a council employee phoned me on a different issue.  Asked her for email address.  Apparently, it's now Wandsworth & Richmond.gov etc.  i was so bemused forgot to take it down properly.  Might even be Richmond and Wandsworth!

Barbara Shillabeer ● 2695d

Oh yes, of course, they've merged their "back offices"!

Bunny Payne ● 2695d

So after trying to do the right thing you are doubly penalised!Unfortunately soil does tend to be a problem.  It's enough to drive you to take a long walk with holey pockets somewhere green in Great Escape? style.  Did the Council come up with a solution for you - because they really ought to instead of making that our challenge!? Good luck

Philippa Bond ● 2694d