Service improvements

London Borough of Lewisham

Showing service improvements between 1 April 2025 and 31 March 2026

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 11 - 20 of 21 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 (25 000 331)

    Category: Housing Date: 11-Dec-2025

    Summary

    Miss X complained about the Council’s handling of her reports of disrepair in her temporary accommodation and that it took too long to complete a suitability review of the accommodation. We found fault by the Council on both matters. This caused Miss X and her child to live in unsuitable accommodation for longer than they should have. It also caused them distress, financial loss and uncertainty. The Council agreed to our recommendations to address the injustice caused.

    Service improvements

    The Council will review its compensation policy so that it allows for homeless applicants to be reimbursed for costs they incur due to disrepair in temporary accommodation provided to them under the Council's housing duty.The Council will remind housing staff who deal with temporary accommodation suitability reviews to ensure review decisions are clearly recorded and a decision letter is sent to the applicant.

  • London Borough of Lewisham (24 022 480)

    Category: Housing Date: 31-Oct-2025

    Summary

    We have not investigated a complaint about delay by the Council in addressing repair issues in a temporary accommodation property, because it is late. There was fault in the way the Council then carried out the repairs, but the Council is currently negotiating a settlement about new matters with the complainant’s solicitor, which means there is no value to further investigation by us. The Council was at fault because it signposted the complainant to the wrong Ombudsman scheme to pursue her complaint further. Although this did not cause her an injustice, the Council has agreed to ensure its staff understand which scheme to refer complainants to in future.

    Service improvements

    the Council has agreed to circulate guidance to relevant staff, to ensure they are aware that complaints about conditions in temporary accommodation (as distinct from permanent social housing) fall within the jurisdiction of the Local Government and Social Care Ombudsman, and not the Housing Ombudsman Service.

  • London Borough of Lewisham (24 021 488)

    Category: Housing Date: 14-Nov-2025

    Summary

    Miss X complained that the Council failed to resolve disrepair in her temporary accommodation, which resulted in persistent damp and mould over an extended period. The Council was at fault for delay in addressing the leak, failing to complete or clearly record remedial works, and for not reviewing the suitability of the accommodation despite reports of health concerns and property damage. These faults caused significant distress to Miss X and her family. The Council has agreed to our recommendations.

    Service improvements

    Remind relevant officers that where a household in temporary accommodation raises concerns about disrepair, health impacts, or suitability, the Council should consider whether these issues require a reassessment of suitability. Any decision not to review should be clearly documented, with reasons.

  • London Borough of Lewisham (24 019 448)

    Category: Housing Date: 15-Sep-2025

    Summary

    Miss D complained the Council failed to assist with her homelessness application. I found the Council at fault because it failed to provide Miss D with a reasonable level of service and she was caused avoidable time and trouble pursuing her case.

    Service improvements

    guidance or training to officers on how to verify if an applicant is homelessremind officers to refer review requests to the review team

  • London Borough of Lewisham (24 016 426)

    Category: Benefits and tax Date: 24-Jun-2025

    Summary

    Miss B complained that the Council had failed to reimburse her for the cost of all her utility bills in her temporary accommodation and was trying to recover housing benefit debts from her. We have not investigated the utility payments any further because Ms B was aware of the arrangement by March 2022 and could have complained about it at that point. We have not investigated the housing benefit issues because she was aware of some of the debts in 2023 and had a right of appeal against them. However the Council failed to deal with her complaint properly causing her to complain to us. The Council has agreed to pay her £100 and improve its complaint-handling procedures for the future.

    Service improvements

    The Council has agreed to ensure that complaints are properly investigated and responded to within its published timescales.

  • London Borough of Lewisham (24 016 246)

    Category: Housing Date: 12-Aug-2025

    Summary

    Miss B complained the Council placed her in unsuitable temporary accommodation and did not consider her request for a suitability review. The Council was at fault for its failure to treat Miss B’s contact as a trigger for a new suitability decision to be made; and for its delay in actioning Miss B’s change of circumstances and new medical information. Because of the fault, Miss B suffered distress and frustration, and she remained living in unsuitable accommodation with her young children for longer than they should have. The Council has agreed to apologise to Miss B, make a symbolic payment, and issue staff briefings.

    Service improvements

    The Council will issue a briefing to relevant staff to remind them of the Council’s duty to keep suitability under review, and recognise the types of communications from service users which should trigger the Council to carry out a review of suitability. This will help to ensure the correct decision-making process is followed and service users are not denied the opportunity to request a section 202 suitability of accommodation review.The Council will issue a briefing to relevant staff to remind them of the importance of actioning notifications of changes in circumstances and new medical information from service users in a timely manner. This will help to ensure there are no delays in the process of making a new suitability decision.

  • London Borough of Lewisham (24 015 600)

    Category: Housing Date: 22-Jul-2025

    Summary

    Miss X complained the Council did not consider all relevant information in her homelessness application, delayed providing her with suitable accommodation and communicated with her poorly. She says this caused her to be homeless. The Ombudsman finds no fault with the Council’s decision making in assessing Miss X’s homelessness application and suitability of accommodation it provided. The Ombudsman does find fault with the Council’s communication, which caused Miss X limited injustice. The Council has agreed to apologise to Miss X and make a service improvement.

    Service improvements

    the Council has agreed to tell us what steps it will take to ensure its written communications provide adequate information for homeless applicants to make informed decisions throughout the homelessness application process. This includes telling applicants the Council may close their case if they do not provide information within the given deadline, and if applicants use their legal right to remain in their home until the court issues a warrant or bailiffs they may incur costs.

  • London Borough of Lewisham (24 014 951)

    Category: Housing Date: 10-Jul-2025

    Summary

    Miss X complained about the Council’s administrative handling of her housing application. We found the Council at fault with failing to reinstate her application when it said it would, delays with a medical assessment, and not offering her a right of review of the outcome. This caused distress and frustration. The Council has agreed to apologise to Miss X, pay her a symbolic payment to recognise her injustice, and take action to prevent recurrence of fault.

    Service improvements

    The Council should provide us with information about the number of medical assessments which are currently outstanding and the average waiting time for a decision since April 2024.The Council should draw up an action plan, with targets and steps to reduce and clear the backlog of medical assessments for housing register applications. It should send this action plan to us.The Council should send written reminders to relevant staff to ensure that when making an initial decision on an applicant’s housing application, they use the relevant letter template including the paragraph about how to request a review.

  • London Borough of Lewisham (24 014 944)

    Category: Housing Date: 10-Apr-2025

    Summary

    The Council was at fault for failing to provide Ms X with interim accommodation when she was homeless and heavily pregnant. As a result, Ms X gave birth without anywhere to live and continues to sofa surf with her newborn. The Council was also at fault for poor communication and delay accepting the main housing duty. The Council has agreed to apologise, provide Ms X with temporary accommodation, make payments to her, and act to improve its services.

    Service improvements

    The Council has agreed to review its action plan and identify further action needed to ensure it offers interim accommodation to all households the same day it has reason tobelieve they might be eligible, homeless and in priority need.The Council has agreed to review its action plan and identify further action needed to ensure it makes a decision about the main housing duty 57 days after accepting therelief duty.

  • London Borough of Lewisham (24 009 457)

    Category: Housing Date: 09-Jun-2025

    Summary

    The Council was at fault for delays and poor communication regarding repair issues Ms X raised regarding her temporary accommodation. The Council has agreed to apologise and make a payment to Ms X to acknowledge the additional frustration and distress caused, beyond that already remedied through its complaint responses. It has also agreed to review its procedures for responding to repeated issues of disrepair in temporary accommodation and for communicating effectively with tenants about the issues.

    Service improvements

    The Council has agreed to review its temporary accommodation repairs policy and procedures to ensure it and its contractors are considering repeated disrepair reports from tenants when assessing the urgency and timescale for a repair and whether an overall inspection of the property is required; and tenants are communicated with effectively when the Council is arranging, altering or cancelling appointments.

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