London Fire Brigade ‘too slow handling complaints’

The Mayor’s spokesmen said they were glad progress has been made.

Transcript

00:01The London Fire Brigade is facing criticism for its handling of complaints, with the London

00:07Assembly saying it lacks independence and has been too slow in addressing issues. A 2022

00:13review revealed the brigade was institutionally misogynistic and racist, leading it to being

00:19placed under special measures until March 2024. The Assembly's Fire Committee has pointed

00:26out that the LFB's Professional Standards Unit has failed to handle complaints promptly

00:32and lacks sufficient independence. However, the committee also acknowledged the efforts

00:37made by the brigade and its commissioner Andy Rowe in working to improve the brigade's culture.

00:45The findings echo those of the Fire Inspectorate in November, which stressed that the LFB must

00:51do more to recruit a diverse workflow and rebuild trust in its processes for dealing

00:56with misconduct. The LFB told the committee the cost of staff suspensions in the first

01:02year, which was set up to handle complaints, reached almost £900,000, excluding any costs

01:09of investigations. Last year, Commissioner Rowe warned that funding limitations could hinder

01:15efforts to address problems within the fire brigade. The committee's report also highlighted areas

01:22where more ambition and action was needed, particularly in tackling misconduct and diversifying the workforce.

01:30Now, among the recommendations made in the report were the appointments of an Independent Standards

01:36Commissioner to oversee the PSU annual workforce surveys and findings and a strategy to attract and retain

01:44more diverse candidates. Pino Bikari, Chair of the Assembly's Fire Committee, acknowledged the process

01:51made but said the ongoing volume of complaints handled by the PSU indicates that the issue still persists.

02:00Now, they have tried to rebrand the HR department to enhance independence and foster trust. In response,

02:06Commissioner Rowe expressed satisfaction that the committee recognised that progress was being made

02:12in the London Fire Brigade's culture, but emphasised that changing workplace culture is a long-term

02:17process. He noted that significant efforts have been made in the past three years, including the

02:22Brigade's largest ever leadership programme focused on values and behaviours and the establishment of the

02:29Professional Standards Unit. However, he also pointed out that the committee had engaged with a very small,

02:35self-selecting group of London Fire Brigade employees. Now, a spokesman from the Mayor of London Office,

02:43Sidi Khan, said the Mayor is encouraged by the progress made within the London Fire Brigade's culture

02:48and will continue working with the Commissioner Rowe and his future successor to ensure the fire service

02:54meets the expectations of London.