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 - 1 of 1 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 (23 007 765)

Category: Benefits and tax Date: 15-May-2024

Summary

The Council was at fault for delay dealing with Ms X’s application for council tax support. The Council was also at fault for failing to write to Ms X in large print despite two previous complaints to the Ombudsman. The Council has agreed to apologise, make a payment to Ms X, and act to improve its services.

Service improvements

The Council has agreed to provide training or guidance to all staff dealing with council tax and benefits on how to identify when a claimant has an agreed reasonable adjustment, such as large print, and how to meet this in every communication.The Council has agreed to remind staff dealing with complaints to ensure any reasonable adjustments agreed by a service or department are carried through into the complaint process.

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