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 1 - 10 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 (25 011 192)

    Category: Housing Date: 30-Mar-2026

    Summary

    The Council was at fault in how it helped Miss X when she was being evicted and for failing to tell her of her right to ask for a review of her homelessness accommodation’s suitability and her priority on the social housing register. The faults caused Miss X avoidable distress, confusion and uncertainty and meant she remained in unsuitable accommodation for too long. The Council will apologise to Miss X, make a symbolic payment, review her priority and take action to prevent similar fault in future.

    Service improvements

    The Council will amend its homelessness main housing duty decision letters to ensure it tells an applicant of their right to request a review of their housing register band priority.The Council will review why it failed to use the version of the main housing duty decision letter it created following the Ombudsman's previous investigation, with the section on the applicant's right to request a review of the suitability of their temporary accommodation. The Council will consider what steps it needs to take to prevent similar fault in future and tell the Ombudsman its decision, along with timescales for completing the steps.The Council will identify why it failed to communicate its decision on the outcome of the complainant's homelessness assessment, on whether it owed her the main housing duty and on the landlord's decision not to let their accommodation to her in a timely way. The Council will tell the Ombudsman what steps it will take to improve its communication in future and when it will complete those steps by.

  • London Borough of Lewisham (25 010 749)

    Category: Education Date: 29-Sep-2025

    Summary

    The Ombudsman carried out several investigations about delay in the Council carrying out Education, Health and Care (EHC) Plan annual reviews for children in its area. We asked the Council questions about the widespread impact of delay. The Council was at fault. It delayed carrying out a significant number of EHC Plan annual reviews for children in its area in 2024. The action proposed by the Council to address the issue is a suitable remedy for the injustice caused.

    Service improvements

    Implement the action plan, as detailed in its formal enquiry response to the Ombudsman, to address the issue of delay. The Council should provide us with evidence it has complied with the above actions for the first 6-month period and continue to implement agreed recommendations thereafter.

  • London Borough of Lewisham (25 008 753)

    Category: Housing Date: 27-Mar-2026

    Summary

    Ms X complained about the Council’s handling of her homelessness application and safeguarding around domestic violence. She said she experienced distress, uncertainty and risk of further violence as a result. We found fault by the Council for its failure to provide interim accommodation and properly consider risks to Ms X for over two weeks. It was not at fault after this as it made a housing offer with review rights. The Council agreed to apologise and make payment to acknowledge the injustice its faults caused her. It will also complete a service improvement recommendation.

    Service improvements

    The Council will by training or other means, remind officers of the low threshold for triggering the its duty to offer interim accommodation when an applicant first makes their homelessness application. It should also remind officers of: 1. the provisions of Section 21.25 of the Homelessness Code of Guidance when dealing with applicants who may be fleeing domestic abuse. 2. the requirement to complete Domestic Abuse, Stalking and Honour Based Violence risk assessments where domestic abuse is disclosed.

  • London Borough of Lewisham (25 006 307)

    Category: Housing Date: 20-Feb-2026

    Summary

    We found fault in the Council’s handling of Miss X’s homelessness case. While the Council followed the correct process when assessing the suitability of temporary accommodation, it delayed in progressing matters, communicated poorly across teams, handled her complaints inadequately, and failed to provide proper reasons for the medical assessment or conclude the related review. These faults caused Miss X avoidable distress, uncertainty, and time and trouble. The Council has agreed to apologise, make a financial payment, issue a fresh reasoned medical decision with review rights, and improve its administrative practice.

    Service improvements

    Remind relevant housing and complaints staff of the importance of coordinated communication where a case involves multiple teams,and of the need for complaint responses to clearly identify fault, address injustice, and explain what action is being taken to put matters right.

  • London Borough of Lewisham (25 005 867)

    Category: Education Date: 17-Mar-2026

    Summary

    Mrs X complains the Council failed to deal with education for her son Y properly. The Council is at fault because it did not properly consider whether it should provide alternative education for Y. Y missed educational provision. The Council should apologise, make a symbolic payment to Mrs X and provide an action plan showing how it will ensure that alternative education is properly considered.

    Service improvements

    Provide an action plan showing how it will ensure that proper consideration is given to the provision of alternate education provision and record keeping of those decisions when the Council is aware that a child is not attending school

  • London Borough of Lewisham (25 004 042)

    Category: Housing Date: 24-Mar-2026

    Summary

    Mr X complained the Council wrongly removed him from its housing register and failed to provide him with interim accommodation following a homelessness application. Mr X also complained about delays in the Council’s complaint handling. Mr X says the Council’s actions caused significant harm to his mental and physical health and negatively impacted his relationship with his children. We found fault by the Council. The Council has agreed to provide an apology and financial remedy to Mr X and reconsider his request for a review regarding his eligibility to be placed on the housing register.

    Service improvements

    Provide training to relevant staff regarding the principles of good administrative practice and the importance of demonstrating decision making in case notes.

  • London Borough of Lewisham (25 003 681)

    Category: Housing Date: 11-Mar-2026

    Summary

    Ms X complained the Council placed her and her child in unsuitable temporary accommodation. She also complained it failed to complete housing needs and risk assessments for her, offered alternative temporary accommodation which was unsuitable and charged her rent for accommodation she did not move to. We found fault by the Council on all matters. The Council has agreed to apologise and pay Ms X £7750 in recognition of the distress, frustration and uncertainty caused to her. It will also write off the rent arrears she has accrued due to the Council’s errors.

    Service improvements

    The Council will, by training or other means, remind officers of the provisions of Section 1.43 of the Homelessness Code of Guidance when dealing with applicants at risk of domestic abuse.

  • London Borough of Lewisham (25 003 395)

    Category: Education Date: 21-Jan-2026

    Summary

    The Council was at fault as it failed to carry out appropriate planning for the ending of Mr Y’s Education, Health and Care Plan when he reached the age of 25. This caused him distress and uncertainty and his sister, Miss X frustration and uncertainty. The Council has agreed to apologise, make payments and through training or guidance remind staff of the importance of post 25 transition planning.

    Service improvements

    The Council has agreed, through training or guidance, to remind case workers of the importance of ensuring appropriate transition planning for those whose Education, Health and Care Plans are due to end.

  • London Borough of Lewisham (25 002 786)

    Category: Housing Date: 09-Dec-2025

    Summary

    Miss X complained about the Council’s handling of her homeless application. The Council was at fault for failing to carry out a medical assessment. The Council was not at fault for providing temporary accommodation to Miss X in an area she was at risk of abuse. There is no evidence it knew Miss X was at risk when it placed her there and it moved her promptly to new accommodation when it became aware. The Council has agreed to apologise, pay Miss X a symbolic amount and carry out the medical assessment to remedy the injustice caused.

    Service improvements

    The Council agreed to review its process and consider how it will ensure medical records are received in a timely manner for the medical assessment to take place.

  • London Borough of Lewisham (25 000 607)

    Category: Housing Date: 12-Nov-2025

    Summary

    Miss B complained that the Council failed to carry out repairs to her temporary accommodation. We found the Council delayed in carrying out the repairs and failed to give Miss B a written decision about the suitability of the accommodation with a right of review. This caused Miss B to live in unsuitable accommodation for longer than was necessary. The Council has agreed to apologise, make a symbolic payment to her and improve its procedures for the future.

    Service improvements

    The Council has also agreed to remind all staff involved in suitability assessments that they must issue a written decision with details of the right of review.

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