CROYDON IN CRISIS: Flashpoints between security guards and council staff after just two days of the new appointments-only system at Fisher’s Folly have seen workers told ‘we will not tolerate abuse of any form’.
EXCLUSIVE by STEVEN DOWNES
Remote: the council’s £204,000 pa CEO Katherine Kerswell presides over an increasingly ‘self-service, virtual council, where you get to talk to a half-baked AI’
Within two days of switching the council’s Access Croydon public area to No Access Croydon, and Katherine Kerswell, the authority’s £204,000 per year chief executive, has had to issue a warning letter after complaints of “verbal abuse” directed at Fisher’s Folly security staff.
Thing is, the verbal abuse has not been from (justifiably) angry members of the public but, according to Kerswell, from other council staff colleagues.
Kerswell announced the switch of access at the council’s HQ building only last Friday, one working day before the changeover. Elected councillors were given the news of Kerswell’s latest fait accompli last Thursday. Council staff were unaware of the changes until they received Kerswell’s email on Friday morning.
Actual face-to-face access to council staff for the public has been removed, unless the residents have a prior appointment. The move is thought to be the latest cost-cutting measure by the cash-strapped council. “It is all about delivering the new target operating model: a self-service, virtual council, where you get to talk to a half-baked AI,” one council insider told us ahead of the change.
It makes the already remote council even more remote, especially for those in need of urgent or emergency help from their local authority, such as those rendered homeless.
“The appointment system will enable the council to triage and prioritise demand appropriately,” Kerswell claimed last Friday.
No Access Croydon: tempers have been frayed at Fisher’s Folly, and not just among ill-served residents
This afternoon, Kerswell was having to send out an all-staff bulletin again, but this time having to deal with some workers’ hurt feelings.
“Dear all,” Kerswell wrote, in an internal email that has been leaked to Inside Croydon.
“This week, security staff at our corporate reception have had to deal with verbal abuse from some members of staff.
“This has happened when they’ve asked people to show their council pass when coming into BWH.” By BWH, Kerswell means Fisher’s Folly.
“They have also been challenged about our move to an appointment only service,” Kerswell wrote, almost surprised that some people have been questioning her dodgy decision.
Kerswell’s internal wagging of her finger continued: “Our security team is here to help keep everyone safe. They are following the new, agreed processes and are doing everything they can to help us all through this transition period.” That’s the transition period that was introduced at barely one working day’s notice.
“They should be treated with respect,” Kerswell ordered.
“Lots of you are of course already doing this, but I want to call out the behaviour of the people who aren’t. We will not tolerate abuse of any form – it is not acceptable and must be challenged. Wearing ID is standard practice and essential to protect our buildings and everyone who uses them.”
Kerswell then let slip one of the real reasons for the change to an appointments-only system for the public: to make Croydon Council’s services less accessible to the public.
“The changes we have made are about providing a better service to Croydon residents,” Kerswell wrote.
“We are experiencing a lot of people presenting at our front door who we do not have a duty to, this has impacted how quickly we can support residents who do need our help. We are working to change that. This new way of working is a council decision, and we need your support.”
Despite Kerswell’s claim about this being “a council decision”, the imposition of No Access Croydon has never been discussed at any meeting of councillors, who say that the decision was taken by council officials, such as Kerswell.
Kerswell appealed for staff co-operation: “So, please do wear your pass, support your colleagues and if you have any operational concerns let your manager or head of service know. Thank you for your support and cooperation.”
There might be a few managers and heads of service receiving more complaints from council staff this week.
Read more: They voted to raise your Council Tax, then to increase their pay
Read more: By appointment only: council’s been breaking the law for years
Read more: Council Tax hits £2,500 per year as debts continue to mount
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Communication is not a skill mastered by Croydon Council.
Today I received an email inviting me to read a letter from the Mayor and giving a link to click on and log in to see my Council Tax bill. Sadly the link produced only a message that http://www.croydon.gov.uk/counciltax-myaccount, otherwise known as “espws.necsws.com”, could not be reached, having closed the connection.
Digital first? Really?
No wonder so many people have been turning up to speak to somebody in Fisher’s Folly! I wonder if anyone who works there has the slightest idea what is going on?
“Wearing ID is standard practice and essential to protect our buildings and everyone who uses them.” Buildings are the first priority. Then staff. But nothing for the Council taxpayers whom Croydon is meant (paid) to serve.
Surely there’s no need for security now that the building is effectively closed…. (yes I’m being facetious). Surprised Kerswell hasn’t made them all redundant to save a few quid.
That’s next week
I’ll never forget when they first decided to make the entrance less visible (for those turning up homeless eg victims of domestic violence etc). There was a sense of glee and cynicism at the idea that it was needed. Makes me shudder.
how about recompense to the Council Tax payer for the financial abuse inflicted on them? Went past Fishers Folly the other day and narrowly missed being spat on by a security guard who was emptying his mouth on the pavement ……charming…..