Service improvements

London Borough of Lewisham

Showing service improvements between 1 April 2018 and 31 March 2019

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 Lewisham as a CSV file.

  • London Borough of Lewisham (25 016 517)

    Category: Transport and highways Date: 14-Jun-2026

    Summary

    Mrs X complained on behalf of Mrs Y that the Council did not properly consider her application for a Disabled Resident Parking Permit. Mrs X also complained the Council wrongly issued a Penalty Charge Notice. She says the Council’s actions caused avoidable stress and confusion. She also says her trust in the Council has been damaged. We found fault by the Council. The Council has agreed to provide an apology and to reconsider Mrs Y’s permit application.

    Service improvements

    Provide training to relevant staff regarding the Principles of Good Administrative Practice, in particular, the need to keep appropriate records of the rationale for decisions.

  • London Borough of Lewisham (25 010 581)

    Category: Housing Date: 07-Jul-2026

    Summary

    We found fault by the Council on Miss Y’s complaint about its decision to place her in unsuitable accommodation. It accepted it was not suitable for her and her child. It failed to act on her initial report about access problems or advise sooner about possible harassment. The stage 1 response under its complaints procedure was incomplete. The Council agreed to apologise for the fault, make a symbolic financial payment, reimburse a month’s council tax, and carry out a review to ensure the failures cannot be repeated in future. There was no fault on her remaining complaint.

    Service improvements

    The Council agreed to review why it failed to act on hermid-June report about access problems because of the lock.The Council agreed to review why she remained in unsuitable accommodation for seven months, ensure it has evidence for suitability reviews showing why it was considered suitable at the start of the tenancy, and act to ensure other applicants in the same position are moved at the earliest opportunity to suitable accommodation.The Council agreed to remind relevant officers dealing with formal complaints of the need to address all heads of complaints raised.

  • London Borough of Lewisham (25 008 884)

    Category: Housing Date: 08-Apr-2026

    Summary

    Miss X complains about the Councils handling of her homelessness application. Miss X says the Council failed to re-assess her application following her return to the country. Miss X says this caused her a great deal of distress. We have found fault in the actions of the Council for failing to consider information provided to it regarding Miss X’s circumstances and failing to progress her case. The Council has agreed to issue Miss X with an apology, pay her a financial payment and complete a service improvement.

    Service improvements

    Review Miss X’s matter to investigate why there are gaps in action being taken on the case and provide evidence of what measures the Council plan to take to reduce the risk of this happening again.

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