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 - 8 of 8 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 (22 001 497)

    Category: Housing Date: 08-Nov-2022

    Summary

    Miss X complained the Council failed to assist her with her homelessness. The Council was at fault for not recording how it considered whether previous domestic abuse made her vulnerable. This did not cause Miss X an injustice because she had the right to ask the Council to review its decision that she was not in priority need.

    Service improvements

    The Council will remind relevant staff of the need to consider whether previous domestic abuse means a housing applicant is vulnerable, and record how it has considered this.

  • London Borough of Lambeth (22 000 866)

    Category: Housing Date: 08-Nov-2022

    Summary

    Miss X complained about the Council’s delays and failure to resolve all the disrepair issues at her temporary accommodation. She also complained the Council wrongfully charged her for electricity used in the communal area of the property. The Council was at fault with how it dealt with Miss X’s concerns. This caused Miss X distress, frustration, financial loss, time and trouble. Miss X and her family also remained in an unsuitable accommodation for longer than necessary. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to ensure its managing agents have arrangements in place for individual billing of utilities when placing residents in temporary accommodation with communal areas.

  • London Borough of Lambeth (22 000 662)

    Category: Housing Date: 29-Nov-2022

    Summary

    We found fault with the way the Council responded when Ms X reported she was at risk of domestic abuse in her temporary accommodation. We did not find fault with the way the Council applied its allocation scheme to Ms X’s housing application. The Council agreed actions to remedy the injustice to Ms X.

    Service improvements

    • Present this case to the relevant committee to consider how the service failure in relation to supply of temporary accommodation can be addressed

  • London Borough of Lambeth (22 000 354)

    Category: Housing Date: 13-Oct-2022

    Summary

    Miss B complained that the Council failed to offer her suitable alternative accommodation since April 2021, failed to properly consider her housing needs and whether she is homeless. This has caused, and continues to cause, Miss B significant distress as she is living with five children in a two bedroom flat with no lift and she cannot always manage the stairs. We found the Council failed to consider her case properly and gave her incomplete advice about possible homelessness. The Council has agreed to take action to reconsider Miss B’s case, pay her £200 and improve its procedures for the future.

    Service improvements

    The Council has agreed to ensure it notifies applicants of the right to request a review of decisions made about the allocations scheme.The Council has agreed to ensure all housing staff are aware of the need to provide complete and accurate advice about homelessness, including the requirement to take a homeless application where they have reason to believe a person may be homeless.

  • London Borough of Lambeth (21 011 698)

    Category: Housing Date: 15-May-2022

    Summary

    Mr X complained the Council delayed moving him and his family from unsuitable temporary accommodation. He says the Council’s actions have caused avoidable stress and have had a negative impact on his family’s mental health. We found fault in the Council’s actions. The Council agreed to apologise to Mr X, provide an opportunity for him to request a review of the suitability of his current temporary accommodation, and make a payment to recognise the injustice identified.

    Service improvements

    •Remind staff to ensure the correct timeframes are given when notifying applicants about their right to request a review

  • London Borough of Lambeth (21 010 122)

    Category: Housing Date: 27-Sep-2022

    Summary

    Mr X complained that the Council did not deal effectively with a slug infestation in his temporary accommodation. Mr X said it was unsafe, caused unnecessary distress, and took him time and trouble to resolve. We find the Council at fault, and this fault caused Mr X and his family injustice. The Council will make a payment to Mr X, apologise, and make improvements to its service to prevent a recurrence.

    Service improvements

    the Council will remind staff of their duty to keep written records of section 202 suitability reviews, and to provide copies of these reviews to the resident(s) involved.the Council will remind staff of their duties to tell people complaining about the state of property repair that they have a right to request a formal section 202 suitability review.

  • London Borough of Lambeth (21 008 518)

    Category: Housing Date: 18-Apr-2022

    Summary

    Miss X complained about poor conditions and the unsuitability of her temporary accommodation. The Council was at fault because it knew the managing agents had not carried out repairs and it did not properly assess and meet Miss X’s need for disabled adaptations. As a result, Miss X suffered injustice for which the Council has agreed to provide a suitable remedy.

    Service improvements

    Council will review template letters used when making offers of temporary accommodation under section 193 main housing duty to ensure they inform applicant of their right to request a review of suitability.

  • London Borough of Lambeth (21 007 663)

    Category: Housing Date: 18-Apr-2022

    Summary

    There was fault by the Council in how it dealt with Miss B’s housing situation. It failed to send important decision letters or delayed in doing so, which meant that Miss B missed out on her right to ask the Council to review its decisions. It cannot show that it agreed a personal housing plan with her and it did not respond properly to her requests that it put these things right. The Council has agreed to apologise to Miss B and share this decision with its staff.

    Service improvements

    Share this decision with its relevant staff

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