Service improvements

London Borough of Lambeth

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 2 of 2 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 (24 001 840)

    Category: Adult care services Date: 12-Dec-2024

    Summary

    Mr X complains about the Council’s handling of his care and support needs. He says the Council failed to complete an appropriate care assessment and care plan. He says this means the Council is not meeting his care needs. We have found fault in the actions of the Council for failing to explain how it reached its calculation of the hours offered to Mr X. We recommend the Council issues an apology, pays Mr X a financial payment and completes service improvements.

    Service improvements

    In writing, remind officers to keep accurate records of how decisions were reached.In writing, remind officers to issue complaint responses which deal with the issues raised by complainants.

  • London Borough of Lambeth (23 019 381)

    Category: Adult care services Date: 29-Sep-2024

    Summary

    Mr C complained about the information the Council gave to him about care fees when his brother Mr D moved into a care home. We have not found fault with the information provided but we consider the Council should have considered Mr D’s capacity in relation to the financial assessment and provided copies of information to Mr C. It also delayed excessively in responding to Mr C’s complaint. The Council has offered to pay Mr C £250 which we consider is a reasonable symbolic payment in line with our guidance. The Council has also agreed to review its social care complaints procedure.

    Service improvements

    The Council has agreed to reviews its adult social care complaints procedure and take steps to ensure complaint responses are sent within the Council’s timescales. The Council should also ensure it has system in place to monitor complaints to identify if delays are likely to occur, to enable it to take action to minimise the delays and provide regular and meaningful updates to the complainant.

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