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 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 (21 006 085)

    Category: Benefits and tax Date: 24-Feb-2022

    Summary

    Ms C complained about the Council’s response when she requested a discretionary council tax reduction. We found some fault with the way the Council handled her request. We also found fault with the Council for a delay making reasonable adjustments for Ms C. The Council agreed actions to remedy the injustice to Ms C.

    Service improvements

    Remind its council tax officers (and any other relevant staff) of the Council’s reasonable adjustment duty under the Equality Act 2010. It should use this case as an example.

  • 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.

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