Rosie Cooper MP

Working hard for the people of West Lancashire

15/04/13 - One Connect, more like disconnect! Is One Connect Li

One Connect Limited’s service wasn’t up to the demands placed on it as residents were left on hold for several minutes before being cut off that’s on the odd occasion when they could get past the engaged tone.


This latest incident has left West Lancashire MP Rosie Cooper asking if One Connect Limited is in chaos.  MP Rosie has slammed the BT/Lancashire County Council joint venture for its poor service and is questioning whether the company is up to the job.


Rosie took to the telephone and tried calling One Connect Limited herself only to get an engaged tone.


This telephone failure is one of numerous failings that have beset the company recently which West Lancashire residents have had to endure from One Connect.  Other incidents have included:


  • Residents being over-charged for using their Royal Bank of Scotland debit card


  • Severe delays in processing of housing benefit applications leaving some residents waiting three months for a decision


  • Data processing work being sent to Liverpool Direct Limited as One Connect Limited was unable to cope with the workload


  • Incorrect council tax bills being issued to local residents


  • A ‘massive glitch’ in the IT systems


MP Rosie said:


“One Connect, it’s more like Dis-Connect at the moment.


“I’ve previously said that I had no view on whether One Connect Limited was providing a good service and value for money for West Lancashire residents.  As each of these incidents happens, I am clearer that One Connect Limited isn’t offering a good quality service and is certainly not offering value-for-money.  These failings are on top of the lack of openness and transparency associated with this contract which I’ve raised before.


“April brought massive changes to the Benefits system and was always likely to mean an increase in residents calling One Connect Limited, so why weren’t they prepared?  Issuing incorrect Council Tax Bills and having a backlog of Housing Benefit applications are problems of their own making.  Yet it is local residents and families that have to suffer as they wait for One Connect Limited to get their act together.


“It is these residents who have to wait anxiously for months for a decision as their rent arrears mount up or are left worrying about how they pay a council tax bill they can’t afford.


“As the secrecy continues, I won’t hold out much hope of getting any sensible explanation despite the fact the council taxpayers who fund this service do deserve an explanation.”

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