Service improvements

London Borough of Lambeth

Showing service improvements between 1 April 2021 and 31 March 2022

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

Showing 11 - 17 of 17 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Lambeth as a CSV file.

  • London Borough of Lambeth (20 012 143)

    Category: Planning Date: 16-Aug-2021

    Summary

    Mr X complained about how the Council responded to his reports of noise and breaches of planning conditions by a supermarket near his home. The Council failed to investigate Mr X’s reports of a possible noise nuisance and failed to ensure the supermarket complied with a legal notice the Council sent it. The Council agreed to properly investigate the reports and decide what action, if any, to take without further delay. It also agreed to pay Mr X £150 for the avoidable time and trouble caused by having to complain.

    Service improvements

    The Council agreed to review its procedures for investigating reports of noise nuisances to ensure it investigates them in line with its legal duties.The Council agreed to review its procedures for investigating planning enforcements cases to ensure it monitors compliance with legal notices or warnings it issues.The Council agreed to review the co-operative working arrangements between its environmental health and planning teams to ensure co-ordinated responses to reports of noise with links to planning conditions.

  • London Borough of Lambeth (20 011 283)

    Category: Housing Date: 25-Nov-2021

    Summary

    The Council was at fault for failing to provide comprehensive advice and information about Mrs X’s housing situation, failing to make a direct offer of housing in line with its letter to Mrs X, delays in dealing with the case and unfairly raising Mrs X’s expectations about a property she viewed. It should apologise, and pay her £2,000 for the frustration and uncertainty caused, and the time and trouble pursuing the Council over many months. It should also review its processes to avoid a recurrence of these faults.

    Service improvements

    The Council will remind relevant staff of the need to keep a proper record of initial interviews, including the information provided by applicants and any advice given.The Council will consider how its allocations and homelessness teams could work more closely together to give appropriate advice in cases where an emergency transfer is sought but the applicant is also potentially homeless, to ensure all relevant options are considered.The Council will prepare an information sheet for tenants who need to leave their homes due to the risk of violence to set out their options and the consequences, and to explain the Council's role. This should be checked by its legal team to ensure it is accurate. This would ensure consistent advice is given to such applicants, although it should be supplemented by advice that is specific to their circumstances.The Council will consider what action it can take to improve the availability of appropriate housing for families fleeing violence and reduce waiting times for applicants in Band A (highest priority).

  • London Borough of Lambeth (20 009 627)

    Category: Housing Date: 04-Jun-2021

    Summary

    The Council is not at fault for requiring Ms X to move to a property the same size as her current one. However, the Council raised Ms X’s expectations when it said it would make her a direct offer of housing after six months. It also wrongly recorded reasons for skipped offers and failed to consider what support Ms X and her child might need. This is fault. The Council has agreed to apologise, pay Ms X £700, and take action to improve its service.

    Service improvements

    The Council has agreed to ensure officers record a “bypass reason” which accurately reflects the circumstances to avoid causing unnecessary confusion and distress to unsuccessful bidders for social housing.

  • London Borough of Lambeth (20 007 931)

    Category: Transport and highways Date: 07-Jul-2021

    Summary

    Ms X complains the Council failed to properly deal with a parking Penalty Charge Notice. The Council was at fault for providing Ms X with incorrect information about her clamped car and its failure to release Ms X’s clamped car in a timely manner. As a result, the Council’s failings caused Ms X time and trouble and avoidable stress. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to confirm the enforcement agent’s review process for clamped vehicles have been implemented. This should include agents providing photographs and recordings of vehicles as evidence to the Operations Manager for process reviews.

  • London Borough of Lambeth (20 005 499)

    Category: Benefits and tax Date: 25-May-2021

    Summary

    Mr X complains about the Council’s actions to withdraw rates relief and a grant from his business and how it dealt with his complaint, causing upset, stress and business risk. We find no fault in the Council’s decision making but find fault in how it communicated with Mr X. We recommend the Council provides an apology, payment and acts to improve its administrative practice.

    Service improvements

    The Council will provide training/guidance to staff to ensure they are aware of and take into account the Ombudsman’s Principles of Good Administrative Practice in future.

  • London Borough of Lambeth (20 001 825)

    Category: Housing Date: 21-Oct-2021

    Summary

    Ms X complains the Council significantly delayed carrying out medical assessments, did not consider her and her family’s needs when allocating her accommodation and failed to address health and safety issues at three temporary accommodations she and her family stayed at. She said this matter has caused her and her family distress and upset. The Council was at fault when it did not respond to Ms X’s medical assessments for several months on two occasions. This caused Ms X stress and upset. The Council has agreed to provide Ms X with a £150 financial award. The Council has also agreed to remind its staff of the importance of carrying out medical assessments within the required timescales. There was no other fault identified in the Council’s actions.

    Service improvements

    The Council has agreed to remind staff of the importance of keeping to the required timescales when processing medical assessments.

  • London Borough of Lambeth (19 019 954)

    Category: Education Date: 19-Aug-2021

    Summary

    Ms E complained the Council failed to provide her son with the education and specialist provision required in his Education, Health and Care Plan from March 2019 onwards. She also complained the Council delayed matters after the annual review in November 2019. We find the Council was not at fault for not providing Ms E’s son with education and specialist provision. We also find the Council was not at fault for the delays after the annual review. However, we do find the Council delayed dealing with Ms E’s complaint. The Council has agreed to our recommendations to address the injustice caused.

    Service improvements

    • Issue written reminders to relevant staff to ensure they adhere to timescales set out in the complaints procedure.

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