Service improvements

London Borough of Lambeth

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 3 of 3 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 (25 001 999)

    Category: Adult care services Date: 02-Mar-2026

    Summary

    The Council was at fault for not meeting Mr Y’s assessed care and support needs when it housed him in unsuitable accommodation. The Council was also at fault for its poor communication and complaint handling. It will apologise and make a symbolic payment to Mr Y to acknowledge the distress caused by his unmet care needs and the avoidable frustration and uncertainty he was caused by its faults. It will also take action to prevent the recurrence of the same faults.

    Service improvements

    The Council was at fault for not meeting a person's assessed care and support needs when it housed them in unsuitable accommodation. It was also at fault for its poor communication and complaint handling. The Council will share our decision with its Adult Social Care department and Housing team to identify areas of learning around effective communication and record keeping. It will set out the action it proposes to take to improve its services in future and prevent recurrence of the faults identified in this decision.

  • London Borough of Lambeth (24 012 786)

    Category: Adult care services Date: 02-Jun-2025

    Summary

    LGSCO finds the Council was at fault for failing to consider Ms X’s needs arising from her disability when replacing her shower. The Housing Ombudsman finds maladministration in the Council’s handling of Ms X’s reports of repairs. Both Ombudsmen find fault in the Council’s complaint handling. To remedy the injustice to Ms X, the Council has agreed to apologise, replace Ms X’s shower, make payments and act to improve its service.

    Service improvements

    The Council has agreed to produce guidance for relevant staff on when and how to check a tenant’s social care and/or equipment needs when responding to repairs.

  • London Borough of Lambeth (24 003 551)

    Category: Adult care services Date: 29-Apr-2025

    Summary

    Ms X complains the Council failed to deal properly with the charges for her father’s care, including failing to take account of the fact he had dementia and his family could not access his money until after he died. The Council failed to deal properly with the charges for her father’s care. This resulted in it charging his estate legal costs and interest, despite having no policies for doing so. It also put Ms X to significant time and trouble in pursing the complaint. The Council needs to apologise and refund money to her father’s estate. It also needs to improve its working practices.

    Service improvements

    The Council has agreed to:Identify the action it is going to take to ensure it communicates with people about the charges for their care;Introduce policies and procedures on charging legal costs and interest on unpaid care charges.

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