London Borough of Lewisham (25 002 240)
Category : Children's care services > Other
Decision : Closed after initial enquiries
Decision date : 10 Feb 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about delay at stage two of the children’s statutory complaints procedure. It is unlikely an investigation would lead to a different outcome.
The complaint
- Ms X complained about delays at stage two of the children’s statutory complaints procedure. She says despite the response being due in September 2025, the Council has not yet sent her the stage two outcome. She says this has caused frustration and distress.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide further investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Since Ms X brought her complaint to us, the Council has issued its stage two response. The outcome letter apologised to Ms X for the delay in providing the response and offered her £300 for the distress and inconvenience caused. It advised her of her right to escalate her complaint to stage three of the statutory procedure, if she remained dissatisfied.
- We will not investigate this complaint. The Council has now issued its stage two response which is the outcome Ms X was seeking. The Council’s apology and offer of financial remedy for the frustration and distress caused by the delay is suitable and in line with our guidance. An investigation would be unlikely to lead to a different outcome or achieve anything more.
Final decision
- We will not investigate Ms X’s complaint because it is unlikely an investigation would lead to a different outcome.
Investigator's decision on behalf of the Ombudsman