Service improvements

London Borough of Lambeth

Showing service improvements between 1 April 2022 and 31 March 2023

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 (22 013 056)

    Category: Environment and regulation Date: 27-Feb-2023

    Summary

    Miss X complains the Council has not properly delivered her refuse collection service. The Council is at fault because it did not change her assisted collection service to her new address and failed to collect her refuse after it did. Miss X suffered avoidable distress and had to continue complaining about missed refuse collections. The Council has agreed to pay Miss X £250 for avoidable distress, £100 for her time and trouble, monitor service delivery and report to the Ombudsman about service improvements.

    Service improvements

    Investigate why its service failure continued after its complaint response acknowledging fault and provide a report to the Ombudsman detailing the outcomes, together with any service improvement actions it proposes to take.

  • London Borough of Lambeth (22 006 830)

    Category: Environment and regulation Date: 22-Dec-2022

    Summary

    Mrs X complained the Council does not return her communal bin to the collection point and she is unable to collect it. She also complained the Council has not been collecting her recycling bin. Mrs X says this has caused distress and she is unable to move the bin herself. There was fault in the way the Council has failed to consider its responsibilities under the equality act to support Mrs X. The Council has agreed to pay £150 to Mrs X and consider its responsibilities under the equality act to make reasonable adjustments.

    Service improvements

    Prepare a briefing for relevant staff on the Equality Act, the public sector equality duty, and the need to consider and make reasonable adjustments.

  • London Borough of Lambeth (21 010 520)

    Category: Environment and regulation Date: 08-Jun-2022

    Summary

    Mr X complained the Council did not properly consider his application to place a memorial on a relative’s grave. The Council failed to properly consider how its regulations should apply to all sections of the cemetery, and so considered Mr X’s application incorrectly. This resulted in avoidable distress, for which the Council agreed to pay a financial remedy to Mr X. It also agreed to review the memorial rules for this section and the information it provides about permitted memorials.

    Service improvements

    The Council agreed to review how its 2017 cemetery regulations should apply to some sections of its Lambeth cemetery. As part of the review the Council will: consider whether it needs to complete an Equality Impact Assessment or consult with relevant stakeholders, such as existing grave plot owners within the sections; and explain any rule changes to people who have bought a grave plot within the two affected sections since the 2017 regulations were introduced.The Council agreed to review the information it provides about types of memorials allowed in its Lambeth cemetery to ensure people are aware of any restrictions and alternative options before they decide to buy a grave plot.The Council agreed to review its record retention and disposal policy for decision making about cemeteries and crematoria.

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