Service improvements

London Borough of Lambeth

Showing service improvements between 1 April 2023 and 31 March 2024

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 1 - 1 of 1 cases with service improvements

Export results (CSV)

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

  • London Borough of Lambeth (22 004 656)

    Category: Adult care services Date: 28-Aug-2023

    Summary

    Ms C complained the Council reduced her care support hours, asked her to contribute towards her care and tried to force her to have a managed account rather than direct payments. Ms C says she suffered a loss of independence and a detrimental impact on her finances. We have found fault by the Council due to delay and poor record keeping but consider the agreed action of an increased period of waived fees together with a review of its processes for direct payments and care contributions provides a suitable remedy.

    Service improvements

    The Council will review its direct payment process to ensure agreements are properly completed with the relevant financial information before signing.The Council will put in place arrangements to regularly review direct payment agreements to ensure they are being correctly managed and take prompt action as may be appropriate if this is not the case.The Council will review its financial assessment procedures to ensure assessments are regularly reviewed, a proper record is kept of all assessments and any client contribution is properly notified.The Council will review its systems to identify how a failure to pay an assessed client contribution was not highlighted for several years and take such action as necessary to ensure this does not recur.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings